nxg 1st solution asset management vision and conceptional ... · 2/4/2019 · mgnt order mgnt...
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© 2018 FNT GmbH
FNT SOFTWARE02.04.2019
DataCenterServices ExcellenceData Center Services – as solid and technically as ever, but presented with customer-centricity,
delivered fast, made accessible and perfectly managed and documented over their complete lifecycle!
Matthias Gromann, Businessline Manager Asset & Configuration Management, FNT GmbH
© 2018 FNT GmbH
02.04.2019 2
SLA
© 2018 FNT GmbH
The Integrated Service Engine Landscape
(Architectural 3x6 Matrix)
02.04.20193x6 Matrix
3
E-Shop
Product
Variants
E-Shop
Order / Solution
My Services
BMDB
CRM / ERP
Contract
B-MON
Business
Monitoring
Inform
B-Ticket
Governance
Ticket
BLA / CSF
Business
Reporting
P-CMDB
CI-Definition
Catalog
Workflow
Workflow
Orders
CMDB
Instantiated
CIs
I-MON
Infrastructure
Monitoring
I-Ticket
Infrastructure
Ticket
OLA / KPI
Reporting
Orchestration
Service Order
PMDB
Product
Catalog
SMDB
Service
Catalog
S-MON
Service
Monitoring
S-Ticket
Service
Ticket
SLA / KPI
Reporting
Order Supply OperationIncident /
SupportReporting
Definition Fulfillment Instance Mgt. Monitoring Ticketing Reporting
Execution/LifeCycle
CEC (Customer Experience Chain)
Explanation:
• The “PMDB” (Product
Management Database) is
created during Service
Design
• The „SMDB (Service
Management Database) is
created when an order has
been placed (Instantiation).
• PMDB and SMDB are integral
parts of the Service Engine.
• Blueprint Management
ensures that technical
infrastructure elements fullfill
service design specs and can
be delivered as reliable and
quickly as possible.
• PMDB/SMDB together with
CMDB keep 95% of all
necessary data for the whole
ITSM-Lifecycle
© 2018 FNT GmbH
The Integrated Service Engine Landscape
(Architectural 3x6 Matrix)
02.04.20193x6 Matrix
4
E-Shop
Product
Variants
E-Shop
Order / Solution
My Services
BMDB
CRM / ERP
Contract
B-MON
Business
Monitoring
Inform
B-Ticket
Governance
Ticket
BLA / CSF
Business
Reporting
P-CMDB
CI-Definition
Catalog
Workflow
Workflow
Orders
CMDB
Instantiated
CIs
I-MON
Infrastructure
Monitoring
I-Ticket
Infrastructure
Ticket
OLA / KPI
Reporting
Orchestration
Service Order
PMDB
Product
Catalog
SMDB
Service
Catalog
S-MON
Service
Monitoring
S-Ticket
Service
Ticket
SLA / KPI
Reporting
Order Supply OperationIncident /
SupportReporting
Definition Fulfillment Instance Mgt. Monitoring Ticketing Reporting
Execution
CEC (Customer Experience Chain)
ORDER
MGNT
ORDER
MGNT
TECHNICAL
BLUEPRINT
MGNT
SHOPSHOPREVENUE
MGNT
Order Management
Technical BlueprintManagement
Order Management
Explanation:
• The “PMDB” (Product
Management Database) is
created during Service
Design
• The „SMDB (Service
Management Database) is
created when an order has
been placed (Instantiation).
• PMDB and SMDB are integral
parts of the Service Engine.
• Blueprint Management
ensures that technical
infrastructure elements fullfill
service design specs and can
be delivered as reliable and
quickly as possible.
• PMDB/SMDB together with
CMDB keep 95% of all
necessary data for the whole
ITSM-Lifecycle
© 2018 FNT GmbH
The Integrated Service Engine Landscape
(Architectural 3x6 Matrix)
02.04.20193x6 Matrix
5
E-Shop
Product
Variants
E-Shop
Order / Solution
My Services
BMDB
CRM / ERP
Contract
B-MON
Business
Monitoring
Inform
B-Ticket
Governance
Ticket
BLA / CSF
Business
Reporting
P-CMDB
CI-Definition
Catalog
Workflow
Workflow
Orders
CMDB
Instantiated
CIs
I-MON
Infrastructure
Monitoring
I-Ticket
Infrastructure
Ticket
OLA / KPI
Reporting
Orchestration
Service Order
PMDB
Product
Catalog
SMDB
Service
Catalog
S-MON
Service
Monitoring
S-Ticket
Service
Ticket
SLA / KPI
Reporting
Order Supply OperationIncident /
SupportReporting
Definition Fulfillment Instance Mgt. Monitoring Ticketing Reporting
Execution
CEC (Customer Experience Chain)
Explanation:
• The “PMDB” (Product
Management Database) is
created during Service
Design
• The „SMDB (Service
Management Database) is
created when an order has
been placed (Instantiation).
• PMDB and SMDB are integral
parts of the Service Engine.
• Blueprint Management
ensures that technical
infrastructure elements fullfill
service design specs and can
be delivered as reliable and
quickly as possible.
• PMDB/SMDB together with
CMDB keep 95% of all
necessary data for the whole
ITSM-Lifecycle
© 2018 FNT GmbH
02.04.2019 6
SELFSERVICE
© 2018 FNT GmbH
02.04.2019 7
SELFSERVICE
© 2018 FNT GmbH
▪ Services designed?✓
✓▪ Quality aspects/parameters defined?
▪ Touchpoints reduced to one-stop-shopping?✓
✓▪ Service components identified?
Service Manager
Data Center Infrastructure ManagerHow to fullfill the promise?
▪ In time?
▪ In quality?
▪ In budget?
02.04.2019 8
CustomerDescription with Quality Params
Service Options
Order
Service with
options
Components
providing
options
✓▪ Service decomposition & attributes machine-readable ?
© 2018 FNT GmbH
02.04.2019 9
SELFSERVICE
© 2018 FNT GmbH
?
▪ Workflow engine available and running?✓
✓▪ Data communication bus-based?
▪ Available automation interfaces connected?✓
▪ Non-automatable elements in the production chain?
▪ Sync the provisioning of services over multiple
technologies and supply multiple parallel automation
systems with input?
▪ Conversion of service quality parameters into technical parameters?
▪ Collaboration on technical design and long-term
management of configurations & parameters?
02.04.2019 10
▪ Provisioned elements aligned with service promise?
▪ Parts of the automation extremely unreliable?
▪ How to avoid the maintenance horrors of coding structural
information into the workflow engine, the bus,…?
?
?
© 2018 FNT GmbH
02.04.2019 11
Parameter Set
Instruction Set
StructuralBlueprint
Assembly Unit
(HW only)
Template Server
(HW, SW, Config Params) Holistic Blueprint Management
© 2018 FNT GmbH
02.04.2019 12
x100 2.000t 17kts
© 2018 FNT GmbH
02.04.2019 13
The classic engineering blueprint.
All technical elements. All technical specs. Work instructions.
© 2018 FNT GmbH
02.04.2019In direct connection a multi-repository connection approach to services ist still a major headache
14
Service/Catalog Mgmt
????Main
CMDBFNT
Command,
of course! ;-)
HPE
Private
Cloud
Service
Repository
VMware
Private Cloud
Repositoriy
Legacy
RepositorySpecial
CMDB
Access
Mgmt
AWSMicrosoft
Azure
?? ?
© 2018 FNT GmbH
02.04.2019Multi-repository situation still a major headache
15
Service/Catalog Mgmt
Main
CMDBFNT
Command,
of course! ;-)
HPE
Private
Cloud
Service
Repository
VMware
Private Cloud
Repositoriy
Legacy
RepositorySpecial
CMDB
Access
Mgmt
AWSMicrosoft
Azure
TBM Blueprint A Blueprint B Blueprint C Blueprint D
✓ ✓ ✓ ✓ ✓ ✓ ✓
© 2018 FNT GmbH
CMDB1 CMDB2
Command
Description
Service-Definition (product)
Options
Order
Service Order
wssid 225 wssid 225
wssid 177
wssid 71
wssid 177
wssid 71
Workorder
Selection of
options and
ordering
Service tree
instantiation
Deployment unit
instantiation
Service Order
Service Order
Workorder
Workorder
Workorder
Workorder
Service OrderRelease Unit id Deployment Unit id (DUI)
Workstep-Set Template 71
Products/Models/Templates Instantiated services/instantiated units/orders
Business order instantiation
Order Handover
1602.04.2019
Layer 4: Configuration Management (CMDB/Repository-Level)
Layer 3: Technical Blueprint Management (Workorder/Workstep)
Layer 2: Service Management (Service Order)
Layer 1: Business/Shop-Frontend (Business Order)
CIs after inital order fullfilment CI/relation changes over time
Satellite Fullfilment
System „Black Box“(other Process Engine,
Auto-Provisioning-
System,…)
n unknown
worksteps
Workstep set
instantiation
Workstep 1
Workstep 2
Order Handover
Workstep
Instantiation
Description
Service (individual instance)
Options
OrderOrder
Service (sub-) order instantiation
Work (sub-) order instantiation
DUI
DUI
DUI
DUIDUI
DUI
DUIDUI
DUI
Deployment Unit id (DUI)
Template Process
Instantiated Process
Workstep 1
Workstep 3
Business Order
with order header information(date, requestor, approver, costcenter,…)
Private/
Public
Cloud
Satellite Fullfilment
System
„Partial Black Box“(e. g. Command
Planning)
Configuration Drift
Analytics and
ManagementSequence information (template/instantiated)
Workstep 1
Workstep 3
Workstep 2 <\>
Workstep 2 <\> Order
Handover
Satellite Fullfilment
System „Black Box“(other Process Engine,
Auto-Provisioning-
System,…)
System Environments Dev
for Applications Test
INGEN PLANNER Integ
LOGIMAX
System Environments Dev
for Applications Test
INGEN PLANNER Integ
LOGIMAX
WebLogic Cluster A and/or B
Loadbalancer yes/no
Web Application Server
LAN access
Middleware environment JVM
Virtual ESX server S/M/L
Physical server S/M/L
Virtual operating system Win/Linux
Physical operating ssystem Win/Linux
Database S/M/L
Hotline/Support WD8HRS o. 24x7
Provisioning time 5 days oder 10 days
Physical Server ‘S‘
Type: DL380G8
HDD: 200-400 GB
RAM: 12-18 GB
CPU: 2 x x86
Network card single/double
Power ports
Network ports
Power supply single/double
Switch/router-connection
Data center location A or B
1.Check warehouse stock
2.If required order server
3.Mount server
4.Mount network cards
5.Patch network cabling
6.Patch power cabling
7. …
WebLogic Cluster A
Web Application Server
LAN access
Middleware environment JVM
Virtual ESX server S
Physical server S
Virtuelles operating system Win
Physical operation system Win
Database S
Hotline/Suppport WD8HRS
Provisioning time 5 days
Physical server ‘S‘
Typ: DL380G8
HDD: 200 GB
RAM: 12 GB
CPU: 2 x x86
Netzwerkkarte single/double
Power ports
Network ports
Power supply single
Switch/router-connection
Data center location B
Serv
ice-M
od
ell
ing
So
luti
on
Do
main
CMDB/Repository Solution Domain
Technical Blueprint
Management Domain
Technical Blueprint Management
Sh
op
-/S
elf
-Serv
ice
Po
rtal
Do
main
1.Check warehouse stock
2.If required order server
3.Mount server
4.Mount network cards
5.Patch network cabling
6.Patch power cabling…
Order-Management/
Workflow/Orchestration
Solution Domain
Order Management
© 2018 FNT GmbH
02.04.2019 17
SELFSERVICE
© 2018 FNT GmbH
© 2018 FNT GmbH
© 2018 FNT GmbH
Data Center Services Excellence
02.04.2019 20
Service Manager Data Center
Infrastructure ManagerUser/Data Center
Customer
▪ Amazon-like shopping experience
▪ Amazon-like Delivery Experience
▪ Choices that do actually matter
▪ Transparency about „MyServices“
▪ Deep-dive to DC infrastructure
level with status/monitoring data
per CI
▪ Full Access Control
▪ Transparent portfolio control
▪ Perfect quality assurance
▪ Meaningful, always up-to-date
service repository
▪ Increased root-cause analysis data
down to DC infrastructure level
▪ Objectified SLA discussions
▪ „No surprises“ alignment between DC
infrastructure and service promise
▪ Ability to enforce standardization
▪ Reduced individual planning efforts
for service provisioning
▪ Faster delivery with reduced effort
▪ Utilization of customer self-service to
„outsource“ and/or streamline
standard tasks