Addressing critical support challenges in a converged cloud environment
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Addressing critical support challenges in a converged cloud environment

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Enterprises wanting to optimize critical workloads are taking a converged cloud approach–using multiple delivery models across traditional, private, managed and public clouds. But to have the ...

Enterprises wanting to optimize critical workloads are taking a converged cloud approach–using multiple delivery models across traditional, private, managed and public clouds. But to have the confidence to extend these workloads and deliver an enterprise-grade experience, IT executives will rely on an ecosystem of partners, vendors and service providers to orchestrate and collaborate in alignment with your business objectives. HP Data Center Care Converged Cloud Support will help you extract the benefits of converged cloud to achieve agility, lower cost and operational efficiencies. In this session you will learn how organizations like yours are adopting converged cloud and hear about best practices for managing multi-vendor relationships, assessing and normalizing SLA’s across mixed delivery models and addressing associated complexities and operational challenges.

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Addressing critical support challenges in a converged cloud environment Presentation Transcript

  • 1. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. BB3546-Addressing criticalsupportchallenges inaconvergedcloud environment Converged Cloud Support Frank Sancho / June 13th, 2013
  • 2. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. My background Title Technology Services- Portfolio Lead Converged Cloud Support IT industry experience • Enterprise servers, storage & networking sales • Business continuity and recovery services director • SAP technology services development Professional information • DRII international, business continuity professional • Association of strategic alliances professionals • Masters of business administration Years at HP 17 Years Current responsibilities • Portfolio Lead WW Technology Services • Service development • Cloud ecosystem development Name: Frank Sancho E-mail: Frank.Sancho@hp.com
  • 3. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. My background Title/Organization Portfolio and Product Support Management IT industry experience • Mission Critical Business Development Manager • IT Best Practices Workshop program development • Mission Critical Workshops program manager • IT Service Management Assessor Professional information • Distinguished Professional of Service Management – priSM Institute and ICSM • ITIL Expert in IT Service Management • Bachelor of Computer Science – Massey University Years at HP 15 Current responsibilities • Services development for Cloud, Converged Infrastructure and Integrated Systems • Sales enablement and delivery readiness • Knowledge transfer and training • Design and leadership of the “Always On Support Simulation” program Name: Martin Yates E-mail: martin.yates@hp.com
  • 4. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Every generation has a defining industry
  • 5. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. IT is the defining industry of our generation
  • 6. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. A new style of IT is emerging… Speed CostSimplicity Agility
  • 7. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Defined by major shifts across the industry FROM TO CloudClient / Server MobilityPCs Big DataTransactional Systems
  • 8. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The promise of cloud Improved reliability Better efficiency Lower costs Better scalability Improve response time Speed to innovation IT Agility Better performance
  • 9. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Converged Cloud: The Cloud Enterprises Rely On Choice Confidence Consistency Delivery Model Platform Partner Security Management Scalability Architecture Portability Consumption Hardware Software Services Managed Cloud Public Cloud Consume Cloud Services Build & Operate Cloud Services CloudSystem Matrix Enterprise Service Provider Private Cloud Solutions Enterprise Cloud Services (ECS) Managed Cloud IaaS & SaaS HP Software SaaS IT Performance Autonomy HP Cloud Services Compute Block & Object CDN
  • 10. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Transform Manage Converged Cloud Professional Services End-to-end lifecycle approach AdviseHP Cloud Advisory Services HP Cloud Strategy Services HP Applications Transformation to cloud HP Cloud Design Services HP Cloud Implementation Services HP Cloud Operation Services HP Cloud Education Services
  • 11. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Physical securityBuildings Power Conditioning Cabling Facilities Tiering Space Cooling ConnectivityPower Security Availability Servers Storage ManagementNetwork IT securityProcesses IT infrastructure Everything connected … SecurityVirtualisation AutomationStandardisation Accessibility Measurement Resource management Service lifecycle management Capacity management IT service delivery model Portal access Payment and chargeback Service catalogue WORKLOAD
  • 12. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. • Match applications to right delivery model…by service level agreement • Build & consume right mix of services • Leverage best of traditional IT, private, managed & public cloud Build on-premises cloud services Consume off-premises cloud services SLAs Availability, security, performance, compliance, cost Private Cloud Managed Cloud Public CloudTraditional Imperatives for a Successful Cloud Journey
  • 13. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. “Managingoperationsincomplex, heterogeneousenvironmentswillcontinue topresentsignificantchallengesfor resource-strappedITdepartments.” —Rob Brothers, “WorldwideVirtualizationServices 2012–2016Forecast,” IDC 2012
  • 14. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The Cloud should be handled as an Ecosystem and requires Service Management integrated approach more than ever Everyone talks about building the Cloud, but what about operating and supporting it The journey to the Cloud is not free of challenges A few of many important questions for complex, virtual and highly dynamic environments • What are my critical business processes and their points of failure? • What service levels do I need (to meet high expectations of consumers)? • How do I measure, if SLAs were met? • What is the business impact of a major disruption? • What can be done to prevent disruptions? • How do I keep everything up-to-date & consistent? • How do I upgrade components without breaching SLAs? • How much utilization is achievable without risking availability? • How do I make changes without failing? • How do I handle hard-to-predict consumer demand?
  • 15. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Clouds can and do crash Google cloud goes down May 2009 Amazon goes down Jan 2013 Vmware Cloud Foundry goes down May 2011 Microsoft Azure goes down Feb 2012 The cloud has many benefits but… it can crash How can we prevent it? How can we mitigate the risk? How can we optimize and improve SLAs?
  • 16. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 17. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Entire IT environment Expert guidance Reactive Services (Hardware and Software) Expert guidance Assigned Account Team Entire IT environment Single point of accountability Tailored to your needs HP’s best Call Experience Proactive Services HP Datacenter Care for Cloud – Building Blocks Primary Service Provider Heterogeneous HW SW Converged Cloud Support CloudSystem Expert Assistance Service Flexible Capacity Services
  • 18. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. World’s 1st comprehensive hybrid cloud support: Confidence for enterprises to extend workloads to the cloud HP Converged Cloud Support • Single source of support to resolve critical IT issues • Help with complexity of normalizing SLAs • Access to hybrid IT experts and best practices For customers who need • Confidence to deliver agility, cost savings and speed to innovation • Ability to optimized workloads • Accelerate cloud adoption and time to value Customer benefits Private- Early Experience Program (EEP) will co-develop features during 2013 Traditional Private cloud Public cloud Managed cloud
  • 19. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Enhanced Call Handling Ownership to resolution, priority access to technical expertise Technical Solution Specialist End to end call ownership Resolution Initial problem diagnosis and resolution Active end to end case management Priority Elevation and Critical Event Management Complex problem diagnosis, isolation, and resolution for both HW and HP Software HP Partners with Vendor Agreements HP Labs and HP Engineering
  • 20. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Ecosystem interoperability issues • State-of-the-art case management • Team of technical experts assembled by the Technology Support Specialists • Leadership capability to resolve complex problems • Allows Case Manager to add additional skills to resolve problem Just-in-time collaboration Cloud API expert Industry standard server expert Linux expert Network experts Other technical experts
  • 21. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Growing public cloud ecosystem with world-class partners hpcloud.com/partners Storage Management Platform (PaaS) Data services Development and testing Cyberduck Monitoring SiteScope Applications Security Technology Performance Center Operations Orchestration Diagnostics
  • 22. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Build a solution to support your Ecosystem Flexibility with the Datacenter Care solution Additional building blocks Select deliverables you need, when and where you need them • Converged Cloud Support • Primary Service Provider • Flexible Capacity Services • HP Hybrid Delivery Expert Assistance Service* • Proactive Services Datacenter Care support solution to meet your specific needs Assigned Account Team Leverage a single point of accountability • Single Point of Contact • Account Management • Hybrid Delivery Expertise* Reactive Support Services Choose the right level of hardware and software support • Enhanced Call Handling • Full Stack Collaboration Support
  • 23. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Tailored support based on your needs Converged Cloud Support Rapid ROI • Free up resources for innovation • Reduce complexity, risk, and worry Support to optimize the whole environment • Rely on an assigned account team that understands your business and IT environment • Access HP’s best resources, global expertise, and decades of data center experience • Improve agility and scalability with one accountable partner • Save time and cost The power of one Expertise to guide your journey to the cloud Drive costs down Support to operate and evolve to the Converged Cloud
  • 24. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. • Validate and develop a core set of services • Faster adoption of a Hybrid Cloud delivery model • Opportunity to get a highly personalized service that is customized to your needs • Engage with key customers to shape and co-innovate the right experienceVision Goal Benefits Results HP CCS Early Experience Program • Take advantage of Converged Cloud Support services as they become available. • Work with service providers participating in the program. The Program By private invitation
  • 25. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. For more information Attend these sessions BB2678 Datacenter Care: Boost availability, performance and efficiency while reducing IT operating costs BB1650 Spend OPEX dollars and Get your own Private Cloud DT3268 Exceeding SLAs for critical Cloud based IT services TB3210 Estimating and improving ROI in your data center BB3546 Addressing critical support challenges in a converged cloud environment BB2673 Datacenter Trends & Direction Visit these demos • Moonshot Services • Datacenter Care PSP • Supporting the Cloud After the event • Contact your sales rep • Visit the website/Facebook/Twitter at: www.hp.com/services/datacentercare • Download the whitepaper Conquering the Challenges of DC Complexity http://h20195.www2.hp.com/V2/GetDocum ent.aspx?docname=4AA4- 0087ENW&cc=us&lc=en Your feedback is important to us. Please take a few minutes to complete the session survey.
  • 26. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.27 Learn more about this topic Use HP Autonomy’s Augmented Reality (AR) to access more content 1. Launch the HP Autonomy AR app* 2. View this slide through the app 3. Unlock additional information! *Available on the App Store and Google Play
  • 27. © Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Thankyou