building a itsm roadmap to the next generation data centre

© 2006 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice

Building a ITSM Roadmap to the Next Generation Data Centre

William DupleyIT StrategistHewlett-Packard Canada

214 September 2007

The need for a next-generation data center

314 September 2007

• IT environment is too expensive to manage and maintain.

• IT takes to long deliver services• Too many applications, too much

customization and too many underutilized servers.

• Energy needs for power and cooling under scrutiny.

• Can’t implement new projects fast enough.• Compliance demands are increasing.

IT pain points

jm2

jm2 suggest we add this skide to set up the pain pointsJoanne McMenoman, 9/10/2007

414 September 2007

Next Generation Data Center Definition

“24x7 lights-out computing environment, based on standard building blocks, automated using modular software, establishing the supply chain for IT services.”

Business

Data Center

IT Services

514 September 2007

Data center

IT Services control room

Standard pre-set configurations of shared system resources

Application services

Infrastructure services

Information services

Remote data

centers

1. Enables a supply chain for delivering IT servicesNext Generation Data Center Goals:

Configure Order Provision Monitor Change

614 September 2007

WW Spending (US$B)

$0$20$40$60$80

$100$120$140$160$180$200 New server spending (USM$) 3% CAGR

’96 ’97 98 ’99 ’00 ’01 ’02 ’03 ’04 ’05 ’06 ’07 ’08

Many Servers, Much Capacity, Low Utilization = $140B unutilized server assets

Cost of mgmt. & admin. 10% CAGR

2. Enables reduction in Operational spendingNext Generation Data Center Goals:

714 September 2007

Only 10% or less of budget is left for innovation

Operations -Management and

Maintenance

65%

Migration and Upgrades

25%

Innovation and New Functions

10%

3. Increases the number innovation resourcesNext Generation Data Center Goals:

814 September 2007814 September 2007

Transforming to a next-generation data center

914 September 2007

NGDC Transformation Domains

Technology

&

Architecture

Management tools

& Processes

Culture & Staff

(IT Personnel)

Demand,

Supply &

IT Governance

Stage 1: Compart-

mentalized

Stage 2: Standardized

Stage 3: Optimized

Stage 4: Service

Oriented

Stage 5: Adaptive, Shared

Infrastructure

Transformation Maturity Stages

1014 September 2007

Technology & Architecture Domain

The technical infrastructure consists of the hardware, software, database, network and infrastructure application sets

Stage 1: Dedicated,

Project-Based

Stage 2: Standardized Technology

Stage 3: Consolidated, Virtualized,

Shared Infrastructure

Stage 4: SOA-

Compliant Infrastructure

Services

Stage 5: Adaptive, Pooled,

Automated Infrastructure

1114 September 2007

Enterprise Architecture(Central Repository of Application Eco-System Relationships)

•Centralized repository of standards for technology, method, and ownership

•Vehicle for driving IT Standardization, simplification and standards evolvement

•Vehicle for determining the best way to build a new system

•Universal Configuration Management Database



1214 September 2007

HP Universal CMDB - Visualization

1314 September 2007

Datacenter power and cooling

Integrity blockProLiant block StorageWorks block

Pod (App server)Pod (App server)

Secure Network and Data FabricSecure Network and Data Fabric

Pod (Data server)Pod (Data server)

Capacity planning

Mapping

Capacity planning

Mapping

Mapping

Virtual server services

Virtual storage services


Capacity planning

Datacenter service busDatacenter service bus

Datacenter power and cooling

Integrity blockProLiant block StorageWorks block

Pod (App server)Pod (App server)

Secure Network and Data FabricSecure Network and Data Fabric

Pod (Data server)Pod (Data server)

Capacity planning

Mapping

Capacity planning

Mapping

Mapping


Virtual storage services


Capacity planning

Datacenter service busDatacenter service bus

FC FC

7xxx Router

MGX

ONS 15540/15530

10 GE

MDS 9000

SONET/SDH OC-n / STM-m

10 GE

D1 Video

FC

iSCSIONS 15540/15530

10 GE

MDS 9000

SONET/SDH OC-n / STM-m

10 GE

D1 Video

FC

iSCSI

7xxx Router

Data Center IT Shared Services Catalog

Technology view

Next Generation Data Center ArchitectureStage 3:

Consolidated, Virtualized,


1414 September 2007

Service Catalog• Self service web

interface provides easy access to the catalog

• Search entire catalog or limited categories

• Navigate directly to specific service requests

• Catalog work flow including sophisticated approvals



1514 September 2007

Management Tools and Processes DomainIntegrated Management Tools refers to any resource which provides sets of data, metrics and information used to manage or automate the infrastructure. The processes referred to those are required by the IT Organization for planning and delivery of all IT infrastructure services.

Stage 1: Project-Based Management Tools & Information

Ad Hoc IT Processes

Stage 2: Standardized Tools Standard IT Processes, ITIL

Stage 3: Integrated, Tools & Information

Collection Consolidated, Rationalized, IT Processes

Stage 4: Service-Based Management

Service Centric, Integrated IT Processes

Stage 5: Policy-Based, End-To-End, Management

IT Processes Automated & Integrated with Business Processes

1614 September 2007

ITIL V3

ServiceDesign

Service

ITIL

ServiceStrategies

ServiceOperation

ServiceDesign

Continual ServiceImprovement

ServiceTransition

Stage 2: Standardized Tools Standard IT Processes, ITIL

1714 September 2007

ITILv2 & ITILv3

• ITILv2 contained “10 processes” in the two core books

• ITILv3 contains “27 processes” across the 5 core lifecycle books

Optimizing Service Support and Delivery

IncidentManagement

ProblemManagement

ChangeManagement

ConfigManagement

ReleaseManagement

Service LevelManagement

IT FinancialManagement

CapacityManagement

IT ContinuityManagement

AvailabilityManagement

IncidentManagement

ProblemManagement

ChangeManagement

Service LevelManagement

AvailabilityManagement

IT FinancialManagement

CapacityManagement

Asset &Config Mgmt

EventManagement

OperationsManagement

KnowledgeManagement

ServiceCatalog

ManagementRelease & Deployment

Mgmt

DemandManagement

ServicePortfolio

Management

StrategyGeneration

InformationSecurity

ManagementService

ContinuityManagement

SupplierManagement

Validation &Testing

TransitionPlanning &

Support

AccessManagement

ServiceEvaluation

RequestFulfillment

ServiceImprovement

ServiceReporting

ServiceMeasurement

1814 September 2007

1. Integrated ITIL Processes Tool architecture

IT Operations

Focus

IT ProcessFocus

BusinessExternalFocus

Point Tools Consolidated / Integrated Service Perspective

Instrumentall

elements

Consolidateacross

silos & addperformance

Manage key applications,

define IT serviceviews

Businesslevel

reporting

Problem & changemanagement

ImplementCMDB &

SLMIncidentmanagement

Configurationmanagement

Release toProduction



1914 September 2007

2. Continuous SOX Compliance & Security Monitoring and Management



2014 September 2007

3. Integrated Storage Management within Data Center Modules

Host Volume LUN Zone1 2 3 4

5 Job



2114 September 2007

4. Integrated Capacity Planning within Data Center modules



2214 September 2007

5. Real Time Business Incident Impact analysis

“A business process problem exists”

Business Process Performance Dashboard• End user experience views• Business process availability• System performance• SLA adherence

IT Service Viewmaps IT resources to business process step they support

-> quick isolation and resolution of problems

Business Process Viewview into the business process flow, quantify the dollar impact of a IT service degradation

Processes Automated & Integrated with Business Processes

Stage 5: Policy-Based, End-To-End, Management

IT Processes Automated & Integrated with Business Processes

2314 September 2007

BTO and ITILv3

APPLICATIONSSTRATEGY

Project & PortfolioManagement

Center

QualityCenter

SOACenter

PerformanceCenter

OPERATIONS

Universal C

MD

B

Business Availability

Center

Operations Center

Network Management

Center

Service Management

Center

Change and Configuration

Center

Identity Center

BSM ITSM

ITIL v3 (Service Management) ITIL v2 (ITSM)

Demand ManagementIT Financial ManagementService Portfolio ManagementStrategy GenerationAvailability ManagementCapacity ManagementInformation Security ManagementService Catalogue ManagementService Continuity ManagementService Level ManagementSupplier ManagementChange ManagementService EvaluationKnowledge ManagementRelease and Deployment MgmtAsset and Configuration MgmtService Validation and TestingTransition Planning and SupportAccess ManagementOperation ManagementEvent ManagementIncident ManagementProblem ManagementRequest FulfillmentService ImprovementService ReportingService Measurement

2414 September 2007

Culture & Staff (IT Personnel) Domain

Culture & Staff refers to the IT organizational structure and their roles and responsibilities, management style, work environment, focus, and training.

Stage 1: Technology

Focused

Stage 2: Departmental

Teams

Stage 3: Cross

Functional Expert Teams

Stage 4: Service Focused

Stage 5: Business Process Focused

2514 September 2007

Global IT Organization StructureCIO

IT Planning, Administration & Governance

Global Telecom. and IT Security

BU #1 Solutions & Systems

Operational SupportCTO, Finance, Legal

BU #2 Solutions& Services

Operation, Infrastructure& Architecture

Global Development & Support Solution Centers

Data Management Corporate HR & Legal Process Systems

Finance & Administration Process Systems Supply Chain Process Systems

Stage 3: Cross

Functional Expert Teams

Characteristics of Stage 3:• Roles and Responsibility standardized across enterprise• No Shadow IT• Staff performance metrics tied to SLA

2614 September 2007

Continual Service ImprovementIT People Skills

Historic ITSM Role• ITIL Process Definition• ITIL Training• ITIL Implementation

New ITSM Role• IT Lifecycle definition• IT Lifecycle implementation• IT Lifecycle/Process improvement• Process improvement intervention

specialists (Six sigma method))

Stage 4: Service Focused

2714 September 2007

Maturity of the IT function

Maturity of the ITFunction

StrategicPartner

ServiceProvider

TechnologyProvider

Stage 3IT Service

ManagementITSM

• Focus: Supply / Demand• IT as a service provider• IT as an expense to control• IT is separable from business• IT Service Design & Delivery Value Chains

Stage 1IT InfrastructureManagement

ITIM • Focus: Stability / Cost Control• IT are technical experts• IT concerned with stability and efficiency• Budgets are driven by external benchmarks• ITIL Processes

Stage 5Business Aware

ManagementBPA

• Focus: Positioning IT to meet future business challenges• IT is fundamental for business growth• Budgets are driven by business strategy• IT managers are business problem solvers• IT Customer Transformation Value Chain

Time

Stage 5: Business Process Focused

2814 September 2007

Supplementary:ISO/IEC 20000,IT Governance,

Mgmt of Change, etc

HP ITIL curriculum for all skill levels

ITIL Manager courses and certification

Full curriculum path and course details located at:http://www.hp.com/education/sections/itsm.html

Basic Advanced

ITIL Practitioner courses and certification

ITIL Foundation courses and certification

ITIL Awareness

courses

2914 September 2007

Blended learning

Self-learning Material

Distance Learning, Virtual Classroom

Training

• PPS• Books,

manuals • Quick

Reference Cards

• Basic content in individual modules or entire courses

• Pre-testing to assign learning modules

• Web-based prep for certification testing

• Update training and deltas

• Specialist seminars and reunions

Customizedclassroom training

• Workshops• Teamwork• Awareness generation

Real worldSimulations &

Gaming

Virtual Labs

• Hands-on labs from anywhere

• For face-to-face and virtual training

Web-basedTraining

• Floor walking• Coaching• Mentoring• Expert forum

Personal Support on

the job

informal/on-the-job formal

• Instructor-led• Course materials

Learning Solutions

3014 September 2007

Demand, Supply & IT Governance Domain

Demand and Supply refers to the classic economics concept of demand for infrastructure and infrastructure services by the business and the supply of those by the IT Organization. Governance is the set of processes, authorities and decision framework that determines how all major IT decisions are made,

Stage 1: Manage to

Project Resources &

Budget

Stage 2: Centralized

Policies, Supply

Constrained

Stage 3: Centralized Governance

Stage 4: Supply

Driven by Service Demand Forecast

Stage 5: Real Time

Alignment of Supply to Demand

3114 September 2007

BUSINESS

PLAN DELIVER OPERATE

Service Driven Operations

Consolidated service desk

Asset Management

Procurement

Service request management

Quality Assessment

Consolidated Operations

Portfolio Mgnt

Business Service Management

Program Mgnt

Con

figur

e &

Pro

visi

on

Serv

ice

Dep

ende

ncy

Map

ping

BUSINESS

PLAN DELIVER OPERATE

(New) Service Lifecycle & Integrated Portfolio Management


Stage 3 : Business based Stage 5 : Enterprise based

3214 September 2007

Exp.

LegendLegendIT Systems Review Board Funding & Prioritization Decision Point

Exp. Exp. Cap. Cap. Cap. Exp.Funding

MonetaryCost

Phase OpportunityDevelopment Analysis Design Construction Implementation

Application Production

Support

Customer Engagement Project DeliverySupport

Process

Testing

Cap.

ProjectScoping

•Application Landscape•Scope – from charter

•BIM•Workflow Models•Tech. & Info Summary-Draft

•Implementation Readiness Summary

A

AA

A

Change Assessment Lead

External Environment

AMT

Domain Contributors

Domain Architects

ITO EA Program

Cross D

omain C

hange

N o

Yes

Ass

essm

ent L

ead

Not

ifica

tion

Task Assignm

ents

Y e s

N o

No

YesDomain Specific Change

No

Yes

AMT Approva l

Yes

Rejection/Issues/Request for Modifications

No

ExternalChange

Announced

ChangeIdentified

ChangeIdentified

ChangeIdentified

A c t i o nReq?

DetermineAffected

Domains

AssessChange(detailed

level)

AssessChange(detailed

level)

Select

ChangeAssessment

L e a d

I n i t i a t e

AssessmentPro ject

Assemble Results &

Recommendation

Assemble Results &

Recommendation

DomainChange?

CommunicateRecommendation

(EA Community)

ArtifactChange?

ChangeArtifact(s)

ChangeDomainStructure

Communicate

Recommendation(EA Community)

Dra f tChanges

Req AMTApproval?

ReviewProposedChanges

ChangeApproved?

AssessChange(highlevel)

A

•Tech. & Info Summary-Final

Draft

Final

Pathway to Production (P2P)

page 18© 2002 June 4th, 2002ITO Enterprise Architecture

External Services Providers

Application Landscape – WW HR SystemsEXAMPLE 1

H PPeopleSoft 8.1

CompaqPeopleSoft PS Ops. Data

Store (ODS)

Health

Benefits(Hewitt)

RetirementPlan

(Fidelity)

Stock Plan

Payroll(SAP)

Multiple Application Feeds Multiple Application Feeds

New Interface by Day 30 (Temporary) 15 min.

l ag

24 hrs. lag

Payroll(SAP)

DataWarehouse

(GEM)

GL, Cost Ctr.Codes (SAP)

SMTPAddresses(Exchange)

FacilitiesLocations

DataWarehouse

Recruiting Data(RecruitSoft)

InLine

@hp

EnterpriseDirectory

ContingentWorkforce

(Ext. Agencies)

ApplicationsReference File

ApplicationsReference File

Legend:

Asset being retired

Interface across Firewall

Existing Interface

New interface

EAI/Messaging infrastructure

Interface can be retired

Existing AssetData warehouse

Other data store or file

BLUE New asset

Core application

Satellite application

WHITE Intranet or Extranet

External service provider application

Existing Asset being changed

or

Existing Interface being changed

Interface being retiredo r

Project Architecture EnforcementStage 3:

Centralized Governance

3314 September 2007

Integrated Plan of Record Reporting• A consistent means of reporting results of progress

across projects for a business

Service

Stage 5: Real Time



3414 September 2007

Operation & Mgmt

SIMServer

Operations Manager

Operation

HPIS

StorageEssential

VSE mgr gWLMmgr

GiCAPmgr

DNSDHCP

SG mgr

Management

NNM

RDP Ignite

=

DB01

vPar 02

AP02

vPar 03

web02

Blad

e

Hardware resource pool Disk Images on EVA4000rx7620rx7620Blade Server

EVA4000

Data

L4 Switch

vPar 01

vPar 02

vPar 03

vPar 01

vPar 02

vPar 03

Blad

eBl

ade

Blad

e

Blad

e

vPar 02

vPar 01

Web ServerOS(Win) + Agent + Apps

AP ServerOS(hp-ux) + Agent + Apps

DB ServerOS(hp-ux) + Agent + Apps

Oracle DB

Snap Shot

Snap Shot

Snap Shot

Snap Shot

Storage

EVA4K

Business 02

DB02

vPar 01Storage

EVA4K

Blad

e

vPar 03

vPar 01

Blad

e

vPar 02vPar 02

AP01

vPar 01

=

L4 S

witc

h

Blad

e

msecTAT

10005000Action

Scenario

Business 01

web01

EVENT

Blad

e

Snap Shot

web03

Blad

e

Action

Real Time Dynamic Resource AllocationSLO Threatened

SLA Management Stage 5: Real Time


Stage 5: Real Time


3514 September 2007

Order Receiver Stock Build Pre-Prod Production Decomm Dispose

ProcurementInterface RFID

Work Flow & Tickets

HPAsset CenterAsset Mgnt

HPService CenterConfiguration

MgntAMDB CMDBLinks Asset to CI to facilitate

Asset lifecycle synchronization

Asset Management Supply chain(Cross organization Process Integration and Automation)

Stage 5: Real Time


Accounting Responsibility

IT Responsibility

3614 September 2007

Best practices for building a next-generation data center

© 2007 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice

3714 September 2007

Steps to Success1.Simplify through standardization: Standard & consistent

data center architecture and design; standard hardware, tools, and infrastructure

2.Establish PMO for governance: Provides framework for how effort will be structured, who will make decisions

3.Go modular: Allows for fast build, flexibility, scalability, and efficiencies; isolates and separates risk

4.Break plan into bite-size chunks: Divide into cycles, engage proper expertise, identify clear goals & deliverables by quarter

3814 September 2007

Steps to Success, continued…5.Synchronize—timing is everything: Facilities must be

ready to receive servers; servers must be ready to receive applications

6.Define one set of processes: A properly documented single set of processes aligned to ITIL V3 model ensures desired outcomes, allows for automation

7.Actively manage and communicate change: Change management and well-executed communication strategy critical for success

3914 September 2007

HP S

OFT

WAR

E

ITSM Consulting Expertise

§ Consulting & Integration Consultants

– Lead writers of Service Operations

– ITSM Process Design Specialists

– Best Practices Consulting for Service Center Implementation

§ HP Software Professional Services

§ Deep technical expertise on HP software products

§ HP Solution Architects

§ Adaptive Infrastructure Maturity Model Planning

– Partner Ecosystem Consultants

§ Over 230 pre-sales and 260 post-sales consultants in AMX

HP is a leader in the ITIL space

4014 September 2007

Domains

Adaptive Infrastructure Maturity ModelM

etric

s

OperationalEfficiency –

Cost

Quality of Service

Speed of Change

An evolution based on business priorities

A “Maturity Matrix” for anAdaptive Infrastructure:

• Help define where you or your data center is today, and how best to progress to desired level of adaptive.

• Defines a step-by-step roadmap.

• With metrics based on best practice experience.

Technology &Architecture

Demand, Supply & IT Governance

Culture & Staff(IT Personnel)

Management Tools & Processes

4114 September 2007

Next Generation Data Center Transformation Roadmap

Technology & Architecture

1

Demand Supply & IT Governance

4

3

2

#

Culture & Staff(IT Personnel)

Management Tools & Processes

Domains

Projects

Stage :1 Compartmentalized Stage 2: Standardized Stage 3: Optimized

Urgent Priority

High Priority

MediumPriority

FuturePhases

Stage 4: Service Oriented Stage 5: Adaptive

IT Transformation Program Management office

Governance and Project Portfolio Prioritization process

Governance and Architecture Enforcement (PAR) domain

Governance and IT ServiceDelivery & Process Domain

Implement Enterprise Architecture Program

Enterprise ArchitectureValue Proposition Workshop

Implement Strategic and CMM ITSM Projects

ITSMAssessment

Implement operationalITIL processes

Implement IT Value chain and Service Catalogue

Measurement & Reward program

IT Organizationalmodel

Train staff on ITIL/ITSMConcepts

Design EnterpriseIT Management Architecture

Inventory of Existing Tools

Implement Enterprise IT Management Technology

Security Enforcement Technology Architecture

Security Policy and Governance

Security (SOX) continuous compliance reporting

Security Assessment& Gap analysis

Consolidation assessment

IT Shared Services Program

4214 September 2007

Delivering towards the next-generation data centerAdaptive Infrastructure

Cost of operations Speed of changeQuality of serviceInfrastructurerequirements

InfrastructureInitiatives

based on business priorities

Business outcomes

Optimize IT infrastructure

Businessrequirements

Automate IT service delivery

Adaptive Infrastructure solutions & key enablers

Security Virtualization AutomationManagementPower & Cooling

Systems & Services

• Unified Infrastructure Management • Service Management• Integrated Offerings• IT Shared Services• Flexible Computing Services• IT Consolidation

• Business Continuity & Availability• Data Center Services• IT Outsourcing

Manage IT infrastructure

4314 September 2007

building a itsm roadmap to the next generation data centre

Technology

governance stage

generation data center

sets of data

generation data center14

enterprise architecture

data fabricsecure network

services software

service project