keynote - e wilkes
TRANSCRIPT
© 2007 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
KeynoteBusiness-Driven IT Management (BDIM) 2007
john wilkesHP Labs, Palo Alto, California
2 May 2007 BDIM-2007-keynote-wilkes
Business-Driven IT Management
graphic from Jacques Sauvé
4 May 2007 BDIM-2007-keynote-wilkes
Manage and mitigate risk
Higherbusiness returns
More agility
Q: what do CEOs/CIOs need?A: run IT like a business
Better IT performance
5 May 2007 BDIM-2007-keynote-wilkes
Running IT like a businessWhat’s so hard? Sample enterprise IT plan
HW & SW Supply Chain
Central UNASTNT (EMEA)
iGSO CentralHPS SAP 4.6Instance "D"
ESSEC
WWClassFS-SPOC DSPS/
FS50I-COST/CCS/
GPSy
ORION
PPC RIFLESFT98
OMNI
Trade
EMEA Reference
RPL
Eiffel/Heart OREquate
Sub Financials
SAPHPFO
"Tsquared"Taxware
FinanceKahuna/
3D Comet/Tabular
Returns
6 May 2007 BDIM-2007-keynote-wilkes
Running IT like a businessWhat’s so hard? Sample enterprise IT plan
Call Event Management Training Services
eDelivery
Sales & Marketing
eDelivery
Project Management HW & SW Supply ChainIM & Reporting
FinanceReference Systems
Bluestone App Server
.NET App Environment
CustomerConnectivity
CISL, CPRS, HAO,Predictive, ISEE
Shared Appse.g. Siebel
App Servers(NT)
HP-UXWeblogicJ2EE AppServers
SiteminderSiebel
eChannelPortal (OOTB)
JavaScript/JSP/NTIIS/ ASP.NET, Apache/Javascript, Weblogic/JSP
Uniform Portal/Web Application Framework (One or More Instances)
B2B &Fulfillment
Partner Major Account SMB Consumer
SoftwareManagementPatches
Other Clients
W2K.NET AppServers
SRS(VendorMaster)
PPCProduct Pricing Central
(Material MasterPurchasing Info Records
PartPricingCost
Consulting ProductsService Master)
CRS(Customer
MasterAP/Japan/
Europe/LA/NA)
Skillpack
PartnersBPS
(CSN & CPN)
Upfront Service Order(pre-paid). For service delivery
& future renewal
IndirectRegistration
ServiceEntitlement
B2BiBulk Rosettanet
eClaims
Entitlement Service
eSupport
eSellingStoresSMB
Major AccountConsumer
Sales CallCenter
InternetMarketplaces
Claim WebService
EDISupportpackRegistration
EDITrans-
formationOrderPacks
OrderePacks
ServiceEntitlement
ServiceEntitlement
ePackRegistration
Obligation Feedfrom HPS SAP
SCA
PostalServiceTeams
Consumer
J2EE App Environment
RegisterConsumer
Packs
OrderPacks
OrderPacks
WWEO
WWSNRS
IntegratedWarranty
Terms Mgmt.& Entitlement
Solution
Obligation/Entitlement ODS
Service Bites,PrintAdvantage,
University, Profiler,PIN
Parts ServicesReportingExcaliburUnit Config
.NET App Environment
XML Cannonicals
PRSPricing
Reference
PMGProduct Master
Armor Aware WMS
WWPACK
SBW
University
Web BasedExams
Training on theWeb
(Enrolement)
E-Testing(CAT)
ExternalCompanies
CA(Compaq Accreditation)
Accredited EngineerWeb Access
Exam UpdatesGeneral UserAccess
LearningUtility
ESB Learning
SAP ODS
WESInterface
(SIS)
GSEMInterface
(SIS)
RosettanetCase
Exchange
DocumentumMinimal KM
Management
ConcentraExtended KMManagement
OperationalData Store
HPCSManagment
ProvisionerXML Extract Heavy UI
SAW Portal
Light UI(xMeTaL)
SearchOffline Server
AnalyticsUI
Spider
Third PartyAcquisition
LegacySourcesLegacy UIs
From OpenviewService Desk
CATSW - DeliveryLabor Tracking
EQUATEIC Billing
Business Intelligence -TBD
Project Management
Manual
Manual
From MPC
Serv
ice
Laye
r - M
essa
ging
Bac
kbon
e (E
IA) o
r ETL
(Inf
orm
atic
a)
Serv
ice
Laye
r - E
TL (I
nfor
mat
ica)
Serv
ice
Laye
r - E
TL (I
nfor
mat
ica)
iGSO BWFrom HPS SAP
WFM IMODSFrom WFM
OperationalMartsWFM-IM
SmartiGSO (BW)Part Page?
MPC
OdessaODS
Odessa DataSources:
3PL, Tabula, PIPE,etc
WW HPS WarehouseConstellation
StrategicMartsICEMANCalistoWMS
MagnetoAuroraSVR
ExcaliburERGOPSDM
iGSO Mgmt
Other DataSources:
Qspeak, ISEE,Oscar, Kahuna,
Passkey 2000 etc
Master Data: Customer,Product, Supplier, Organisation,Geography, BOM, Employee,Chart of Accounts, Material
Event Repositories:Service Delivery, Orders &Contracts, Supply Chain, Finance,Engagement Mgmt, Sales &Marketing
ExcaliburExternal
WebReporting
Ad-HocReporting
Operation.Excellence
Tables
BalancedScorecard
Parts Service: CSN Global Business Services
PortableRepair EDI
SONICEDI
Orders / Shipments
VOYAGER/iHUB
XelusPlan / Extend
ProductionRequisitions
Inventory / Costs
UniversityOrdersGAP?
Financial Postings
Tech/Training Orders
Taxware
SAPAPO
PEPs E-Stores
Vendor EDIS-Plus
UPSLG (NA)
APO active but not usedfor Order Routing in Step 1
CWS /Keychain
To iGSO BW
PowerInterface
OrderSupportpackWeb Service
QuoteManagement
QuotePricing
SupportpackRegister Web
Service
Watson
ContractAdmin
QL
GSEM SDK
EIA
WFMClarify
WES InterfaceReference DataLoad (CDO)
IM Extract
University BulkLoad
Technician Info
Skillpack BulkLoad
ScoreHPS SAP "A"Future State
ACI/WTI
Prod DivEscalations
Paging(Case Update)
WFM Copy
Click Schedule
Case - WES+
PGUReferenceAuthoring
Call CenterAuthoring
Agent
eTouch
KM LightAuthoring
Parts Update
OpenView
- Service Level Mgmt- Help Desk Mgmt- Incident Mgmt- Configuration Mgmt- Change Mgmt- Problem Mgmt- Application Monitoring- EvSPlent Detection- Capacity Mgmt- Work Order Mgmt- Reporting- Network Fault Mgmt
To CATSW(Labor Tracking)
eVictor(Request Mgmt)
EASI, ATM, eVictor(Provisioning)
Ruleware(Process Guides,Escalation Mgmt)
JETRouting, Notification,
Work Force Mgmt
RadiaInformation Mgmt
Two-way HPCECase Exchange(WebMethods)
WFM ClientCall Center
Workflow Agent
CustomerSystemConnect
eMaileResponse Mgr
eMailDelano
WFM MobileClient
(Untethered)
WFM ICAClient (Citrix)
Citrix
CWAeSupport
KCSIntegration
CSNBusinessServices
Hotlinks
Entitlement
OM InterfacePer incident
quote
Credit Card(Corporate)
SageTo ServiceNotes ODS
ITRC
ConsumptionUpdates (5.0)GEMS
ProductDivision CHS's
To SAP &WWPack
Bulk Load
Bulk Load
SearchEngine
Analytics
Search UI
Onsite Agents
IntranetPortal
MobileFormats
ServiceNotes
Linkage
HPS SAPEnterprise
Instance "A"
FinanceFI/CO/SPLFuture:SCORE
HPFO SAPEnterprise
Instance "B"
ARAPGL
AP, AR, GL
AP, AR,AP/AR Clearing
Lighthouse GL
HPFO BusinessWarehouse
To SAPODS
EQUATEICO Audit Detail
From SalesSAP Systems
Hyperion
HPFOMaster Data
WWCLASS(Foreign Trade)
HarmonizedCodes
Sprint/007
iGSO CentralHPS SAP
EnterpriseInstance "A"
VISTAPSG "O"
IPG "N"
ESG "M"Sales SAPEnterprise
ARAPGL
HPS SAPEnterprise
Instance "A"
ContractsPartsPacksQuotes
Prophecy [email protected]
Siebel (+MS/C&I)Prophecy
(Sales Funnel)
DirectRegistration
SWATFinW
OMEGASales Comp
IPC
OM
SUMWISDOMIMAGING
Translation
Managed Services eDelivery
Ruleware(Customer
Data)
EMS(Escalation
Mgmt)
Openview(Portal)
JET(Notification)
Support Software, ePro,eCase, Instant Software
(eSupport Portal)
eProKnowledge
Telephone
UDDI
To SageToEntitlement
CDOQuoteObject
Subscribe
ServiceEntitlement
Contract &Quote Lookup
PackObject(CCP?)
PackObject(CCP?)
WarrantyRegistrations
?
CCDB overFAI Warranty Registrations
MS Resource Management
PeoplesoftHR
PORGY(HR Data andOrg Hierarchy
Practices)
Skillpack(Skills)
RMMP(Resource Market
Place)
To MPC IM DW
ED(EnpterpriseDirectory)
Consulting //PursuitKnowledge Managementt
Livelink(K-net and KMS)
SPS(Sharepoint Portal
Services)
STS(Sharepoint Team
Services)
Groove(External
Colloboration)
Procurement SAP "A"
VendorTransmission of POs
(Purchase Order)
DTT(Goods Receipt)
DTT(Goods
Movement)
MPC SAP EnterpriseInstance "A"
SD, MM,FI/CO/SPLPS, HR, CATSWCapture OrdersManage OrdersBill / InvoiceProcurementProcess Fin. Trans.Plan / Manage BudgetsManage Cash & LiquidityAnalyze & Report Results
Local DB(Oracle/Unix)
ContractManage
QuoteConfig
Novient(Resource
Management)
HR
ERGO(Consultant Effort
& HR)
Omega(MS Expenses)
MS Project(Small - MIddle
Projects)
Large Projects(TBD)
Sales Omega(Sales Comp)
CRO(Order
Recognition)
VCP(Credit
Management)
DDT(Italy only)
WISDOM(Billing Output
Imagiing)COPE/BETBids/Quotes
New Tax?(Worldwide Tax)
ESSEC(Foreign Trade)
Invoice Printing(Offline Printingand Distribution)
RPL(Restricted Parties
List)
FusionHP Products
WatsonHP Products
Config and Quote
Order
From MM
SWSCHPS SAP
EnterpriseInstance "C"
Labs, Mkt,Prod Groups
ISSW(EntitlementGenration)
FTP toShippers
GLiS
eRendezvous
SW Mastering
To HPFO
To CalistoIM
From PPC
SUM(Address Update)
OM
ContractCDO
Internal Portal
SLM(Ext Portal)
IOM/HPOM
GSOIAInterface
iGSOInterface
Central UNASTNT (EMEA)
iGSO CentralHPS SAP 4.6Instance "D"
ESSEC
WWClassFS-SPOC DSPS/
FS50I-COST/CCS/
GPSy
ORION
PPC RIFLESFT98
OMNI
Trade
EMEA Reference
RPL
Eiffel/Heart OREquate
Sub Financials
SAPHPFO
"Tsquared"Taxware
SRS
FinanceKahuna/
3D Comet/Tabular
Sokrates
Returns
HPS Application LandscapeFuture State 2005 - DRAFT
November 12, 2002
MPC ODS
SAPCOPA
WebReports
@IM PMMSPortal
Returns
Multi-domainThin Clients
OrchestrationSales [email protected]
PackCPP
ContractCDO
EventObject Price Product
ConsumptionUpdate
Pub/Sub
WarrantyRegist
SubscribePublish
PackObject(CCP?)
Elf-pack QL
PackObject(CCP?)
CREST
To WES+
PWA
7 May 2007 BDIM-2007-keynote-wilkes
Source: Gartner's Hype Cycle Special Report for 2005,Aug 2005, ID Number: G00130115
Running IT like a businessSOA is becoming real By 2008, “SOA will provide the
basis for 80 percent of new development projects”
— S. Hayward, Positions 2005: Service-Oriented Architecture Adds Flexibility to Business Processes
Gartner, Inc. Feb. 2005.
By 2008, “SOA will provide the basis for 80 percent of new development projects”
— S. Hayward, Positions 2005: Service-Oriented Architecture Adds Flexibility to Business Processes
Gartner, Inc. Feb. 2005.
A few notes on IT economics
9 May 2007 BDIM-2007-keynote-wilkes
65%
10%
25%
Operations –managementand maintenance
Innovationand newfunctions
Migrationand
upgrades
IT spending: where does all the money go?
Only 10% of the IT budget is left for innovation
Only 10% of the IT budget is left for innovation
10 May 2007 BDIM-2007-keynote-wilkes
0
50
100
150
200
250
'02 '03 '04 '05 '06 '07 '08
Storage Servers Management and operations
IT spending: OPEX growing 3x faster than compute capacity spend
Tota
l spe
nd
$B
Sources: IDC, “On-Demand Enterprises and Utility Computing: A Current Market Assessment and Outlook,” July 2004; HP analysis.Storage spend includes storage management SW.
11 May 2007 BDIM-2007-keynote-wilkes
IT spending:hardware vs administrator costs
Total cost per terabyte of storage(source: IDC 2005)
12 May 2007 BDIM-2007-keynote-wilkes
IT spending:hardware vs administrator costs• Storage costs are
dropping−1995: ~$5000/GB raw−2005: $0.5/GB raw
• People costs are not:−2004–5 admin salary:
US$68k −growing ~0–6%/year
[SAGE-USA survey]
Total cost per terabyte of storage(source: IDC 2005)
Solution: automation
14 May 2007 BDIM-2007-keynote-wilkes
Automation: control loops
15 May 2007 BDIM-2007-keynote-wilkes
Automation: control loopsFor this to work:• we need to delegate authority
to the system• what do we want it to do?• what may it not do?
For this to work:• we need to delegate authority
to the system• what do we want it to do?• what may it not do?
expect control loopsto be nested!expect control loopsto be nested!
businessobjectives
18 May 2007 BDIM-2007-keynote-wilkes
Automation: control loops
how do you specify these?how do you specify these?
businessobjectives
how do youspecify these?how do youspecify these?
an SLOan SLO
20 May 2007 BDIM-2007-keynote-wilkes
SLOs are not enough
service level objectives
everything elseneeded in an SLA
21 May 2007 BDIM-2007-keynote-wilkes
We need simple SLAs …but effective ones
22 May 2007 BDIM-2007-keynote-wilkes
Communicating business intent to IT• We’ve had a hard time educating businesses
about IT metrics− let’s try doing the reverse BDIM
• What do business care about?−money
• What makes automation easier?−a single metric to optimize against
23 May 2007 BDIM-2007-keynote-wilkes
SLA structureWS Agreement basics
• Agreement Name and Context−contains a name, purpose, information about parties,
duration of the agreement, etc.
• Service Terms− service name, reference and other service properties−what service is offered and how it is offered
• Guaranteed Terms− service scope, qualifying conditions, service level
objectives (SLOs), penalties and rewards
24 May 2007 BDIM-2007-keynote-wilkes
SLA structurewhat if …• all the SLOs, service-level indicators, penalties,
and rewards in an SLA
• were replaced by a single price functionthat specified how much the provider was paid−parameterized by service-level metrics−with payments for desired outcomes−penalties for bad ones−omitting all details of how the outcomes are achieved
specify consequences, not behaviors!
specify consequences, not behaviors!
25 May 2007 BDIM-2007-keynote-wilkes
SLA structureprice functions
SLA
$$ price$$ price
runtime parameters
pricefunction
+
specify consequences, not behaviors!
specify consequences, not behaviors!
26 May 2007 BDIM-2007-keynote-wilkes
SLA structureprice functions• one price function in each SLA− selected any way the service provider likes
• function(set of metrics/parameters) a price−must be deterministic!
• evaluated by:− service provider to work out what to charge−client to predict what might happen− third party to audit
specify consequences, not behaviors!
specify consequences, not behaviors!
Case studyTuscany:economy-based service-oriented computing
28 May 2007 BDIM-2007-keynote-wilkes
Tuscany – key ideasEconomy-based service-oriented computing
•Prices as reward/punishment in SLAclarify desired behavior
•Self-interested service providersseeking to maximize profitability
•Automated self-managementcost-effective, lights-out, agile operation
29 May 2007 BDIM-2007-keynote-wilkes
Tuscany – key ideasEconomy-based service-oriented computing
• easier automation− smaller optimization context, single metric to optimize
• easier to understand where to invest− look for max ROI
• greater transparency better accountability• encourages competition better services• narrower interfaces− specify consequences, not behaviors
30 May 2007 BDIM-2007-keynote-wilkes
Physical-resource farmscontrol + management
CPU & storage nodesVLANspower cooling
Trust assurance
analysis
auditing
Job executionservice stack
cust. 2customer 1
Job-execution
run-batch
portal data transfer
Data mining
analysis techniques
customer A
portal data transfer
Data miningservice stack
DBMS servicescalable dbms
SOA economyCosimo bank
Tuscany ecosystem – a sample
Virtual-resource farmsXen/VMwareTycoon
31 May 2007 BDIM-2007-keynote-wilkes
Trust assurance
analysis
auditing
Physical-resource farmscontrol + management
CPU & storage nodesVLANspower cooling
Virtual-resource farmsXen/VMwareTycoon
Data mining
analysis techniques
portal data transfer
Job executionservice stack
cust. 2
Data miningservice stack
customer 1
DBMS servicescalable dbms
Job-execution
run-batch
portal data transfer
SOA economyCosimo bank
Tuscany ecosystemPrato: dbms-on-demand service
Customer A
32 May 2007 BDIM-2007-keynote-wilkes
Tuscany ecosystemPrato: dbms-on-demand service• a self-managing service provider
• that offers a dbms-on-demand service− 2x capacity for 3 days!− goes 10x faster!
• by giving each client their own virtual dbms appliance
• and hiding the complexity of:− setting up and managing the service
33 May 2007 BDIM-2007-keynote-wilkes
Recovery Point(go back to when?)
Designing data protectionAnatomy of a failure
updates
time
normal operation
100%
availability
time
operationcontinues
(e.g., at 2nd site)
0%outage
crash!
Recovery Time(duration of outage)
RPO = max allowedrecovery-point time (data loss) RTO = max
outage timeallowed
better idea: use penalty rates instead of hard bounds
better idea: use penalty rates instead of hard bounds
34 May 2007 BDIM-2007-keynote-wilkes
archive
business continuity
disaster tolerance
disaster recovery
Designing data protectionSpecify SLA via penalties
data losspenalty-rate ($/hour)
data outagepenalty-rate
($/hour)
35 May 2007 BDIM-2007-keynote-wilkes
50 000 000
5 000 000
500 000
50 000
5 000
500
asynchronous, batched mirroring
async mirror
synchronousmirroring
do failover
do reconstruction
50 0
00 0
00
5 00
0 00
0
500
000
50 0
00
5 00
0
500
Designing data protectionAutomation simplifies choosing
tape backup
data losspenalty-rate ($/hour)
data outagepenalty-rate
($/hour)
business continuity
disaster tolerance
disaster recovery
Designing for disasters K. Keeton et al., File and Storage Technologies (FAST'04), Mar-Apr 2004.
36 May 2007 BDIM-2007-keynote-wilkes
Designing data protectionAutomation simplifies choosing• that example was from storage systems−but the ideas apply equally well to other IT systems
grap
hic
from
Jacq
ues
Sauv
é
37 May 2007 BDIM-2007-keynote-wilkes
Prato research focusautomatic QoS spec service designClient specifies:• dbms size
− RAM (GB), disk (GB)− “in-memory”
high-performance
• outage and data-loss penalty rates− florins/hour
• data-isolation breach penalty− florins/occurrence
• contract start-date + duration− date, hours
Prato chooses:• capacity + speed
− number of nodes− amount of disk,
amount of RAM
• data-protection approach− [lots of choices]
• security-isolation approach− air-gap; VLANs, VMs, DBMS
• contract price
Related challenges
Trust
39 May 2007 BDIM-2007-keynote-wilkes
Trust
• Requires belief in performance, resiliency, and security properties + the systems that provide them
• Technical solutions exist: these are not the hard part
40 May 2007 BDIM-2007-keynote-wilkes
Trust• Opportunity: methods to build trust −will the proposed design work? design audit−has the design been deployed? deployment audit−has the design been altered? runtime audit−was it adequate? runtime audit
• If the client and service provider don’t fully trust one another, use a mutually-trusted third party
© 2007 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
In conclusion …a few challenges
42 May 2007 BDIM-2007-keynote-wilkes
In conclusion …a few challenges• reasoning about prices−how to use price information in a service provider−how to use price information in a client−what prices to set to achieve business objectives
• representing business goals−aside: resist the natural slide into policy rules!
• trust
http://www.hpl.hp.com/personal/john_wilkes/papers/#Tuscany