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Martin Yates - BB2838 - Overcoming the challenges of managing a heterogeneous cloud environment
 

Martin Yates - BB2838 - Overcoming the challenges of managing a heterogeneous cloud environment

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HP Expert: Martin Yates, presentation deck from HP Discover 2012 Las Vegas “Overcoming the challenges of managing a heterogeneous cloud environment"

HP Expert: Martin Yates, presentation deck from HP Discover 2012 Las Vegas “Overcoming the challenges of managing a heterogeneous cloud environment"

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  • When running a cloud, you are not simply responsible for individual components, such asservers, storage or networks. Instead, you are running end-to-end IT services. You need a set of policies, standards and processes that encompass the entire operation, from physical server builds and naming conventions to automated provisioning and decommissioning; along with proactive measures to prevent failure, and reactive procedures to rapidly restore service. This service management framework must be well defined, thoroughly documented and consistently applied in day-to-day IT operations. By adopting an industry service management framework such as ITIL and by cloud-enabling your policies and processes, you will increase service control and flexibility and reduce risk of outages. And as you realign your IT organization to deliver an end-to-end service, you stand to increase both its efficiency as well as its outcomes in terms of customer satisfaction. When you first implement your cloud, you may believe that the need for major improvements or changes is many months away. You’ve trained your people, properly installed the technology and put sound policies and processes in place.  But change is constant when managing a cloud environment. A cloud must continually adapt to evolving business requirements and new technologies if it is to deliver superior service, higher business value and lower costs. In fact, the most potent force of change is the open market of public clouds. Your private cloud is always in competition with the options available to your business customers, including the service capabilities of other suppliers as well as vendors’ advances in functionality. By continually improving your service, you can remain your customers’ cloud provider of choice.  When managing a cloud, you also need to ceaselessly monitor and measure your operation and compare how it works against your SLAs and other business commitments. Actively develop service improvement plans to address any gaps and potential areas of risk. Continual service improvement—identifying and closing gaps in quality and efficiency—must be an ongoing process.  Embed attention to quality and continual improvement into every process. Make it a basic discipline that is a routine part of your IT organization’s culture. Every member of the IT staff should be encouraged to log any issues they observe along with opportunities for improvement. Reviews of these logs should be part of your regular team meeting agenda. Together, assess how your cloud services measure up to your business objectives, commitments and SLAs and how your operation compares with ever-evolving industry best practicesIf you make a formal approach to continual service improvement fundamental to the way you work, you will save time and resources in the long run and avoid costly problems. Above all, you will earn your customers’ satisfaction and loyalty.
  • Your approach to software management must adapt to the great quantity, variety and interdependencies of these interlinked parts—applications, operating systems, cloud/infrastructure management software, device drivers and firmware.  Make sure you keep track of each software asset, its interdependencies and its update history. And since many of these products are from third parties, license management requires up-to-date documentation and tracking to ensure compliance.Customers of a cloud can access its services anywhere, anytime. Strong security is a must to ensure the confidentiality and integrity of information stored in the cloud.Even within a private cloud, security is a priority. Accustomed to their own exclusive technology, business units are now sharing IT resources such as storage and applications with other groups. Security requirements can vary widely among business units, applications and projects. For example, the management of some groups’ data may be subject to governmental or industry regulations. Your policies, tools and procedures for encryption, authentication and intrusion detection must maintain these different levels of security.   Your security practices should include the education of customers in your cloud’s policies and the available options so they can make an informed choice about the level of security that suits their business requirements. Frequent auditing and active management are key parts of a robust cloud security regimen. For example, routinely examine log files to identify and analyze violations. One company’s operations team had intrusion detection tools in place that logged attempts at unauthorized access. Although the tools were doing their job well, no one read the logs for several months and the support team was unaware of multiple hacking attempts.  Your security regimen must also extend to policies and procedures for back-end activities such as disposal of data on retired or faulty disks and the cleansing of data when moving customers between different storage resources. When a group no longer requires a set of disks, they must be reliably cleared of data before they are re-provisioned to other customers. These procedures occur with far greater frequency in a cloud than in a standalone environment and require more control to preserve security.  Whatever level of security they require, consumers, business units, customers, users and the company as a whole need to have complete confidence in the privacy and integrity of their data. Setting up the right policies, processes and tools is a major step toward ensuring information security.
  • For IaaS users application developers may require an active role in the operating system layer. For example, a particular development project may require a nonstandard version of an operating system. However, if the developer modifies software shared by multiple groups, the change could unintentionally disrupt services to other business units. IT Operations must educate users about these risks; determine if and how to handle such exceptions; and establish standards and procedures that allow the desired flexibility—but within specific parameters. When negotiating policies and procedures for handling exceptions, specify the respective responsibilities of users and IT Operations personnel and train users to ensure their compliance with these processes.In a traditional operation, the IT organization plans its budget around the anticipated projects of the business units and its customers while factoring in a three-to-five year depreciation lifecycle for its capital assets. This mode of operation goes out the window when offering cloud enabled IT Services.  In a cloud environment, customers expect to access resources on demand. Your provisioning and configuration management processes must be in synch with an instant-and-always-on service. By providing self service and cutting the cost and time of starting or dropping a project, a cloud fosters innovation; but it also generates an unpredictable workflow and unexpected peaks in usage. Some projects succeed and expand while others fail. Your cloud must meet the fluctuating demands of multiple customers, each with an array of projects that are continually coming on and off line.  Your approaches to demand and capacity management must anticipate and adapt to these highly dynamic workflows. Your customers’ forecasts of user and transaction volumes can only be partial indicators of your performance and capacity requirements.  The key to rapid and efficient provisioning and re-provisioning is to maintain direct involvement in your customers’ plans and projects and proactively gain insight into the peaks and troughs of their usage. By partnering closely with your customers through effective management of your business relationship, you can project capacity needs based on current information and a history of actual behavior.  You can also guide your customers in better understanding and projecting demand by metering and analyzing their actual usage patterns over time. Become your customer’s advisor and proactive partner. Rather than just expecting customers to predict their demand, offer an array of tools to help them assess and meet their needs.  Tools such as chargeback mechanisms can measure and control usage on behalf of your customer—who may favor a metered or pay-per-use model to track utilization and costs. They can also help to educate your customers and guide them in making informed decisions based on the cost of their usage. As you partner with your customers, also develop collaborative business-focused relationships with your IT vendors and procurement team. Together with your customers, you can introduce flexible, on-demand acquisition strategies. For example, under a utility pricing agreement, your vendor can pre-install equipment that you will be able to purchase and activate within hours rather than weeks or months.From Ken: Collaboration Key point, it takes a village to build/operate a cloud. Can’t have a cloud in a vacuum, goes against nature. Build the right team. Hint…it is not just your IT team
  • Some of your business units and customers may rely on their cloud environment to run a 24x7 business. Others may only require their IT service for a few hours a day. Your resource allocation strategy must adapt to the varied availability needs of your customers. Such a strategy requires a mature, structured approach to availability management that moves beyond a hardware-driven mindset. Instead, its focus broadens to encompass all that it takes to maintain the level of service required by each customer without impacting your other cloud customers. Conduct a business impact analysis of your environment to determine the potential consequences of failures in every layer of the cloud architecture and develop corresponding risk mitigation strategies and service continuity plans. Your architects should provide your operational staff with this information and prepare them to perform the activities required to maintain continual operation of the cloud. This dynamic and flexible approach to resource allocation capitalizes on the cloud’s virtualization capabilities, which allow IT personnel to redistribute tasks while taking selected infrastructure components off-line for maintenance.Automation is far more extensive in a cloud environment than in a traditional configuration and small conflicts between manual and automated processes can have far-reaching impacts. Imagine, for example, that a database administrator decides to move a logical storage unit and changes its assigned name and location. Soon after, an automated process designed to replace a failed disk drive can not be completed because the system can no longer locate the renamed unit. Or consider an application developer who employs a self-service routine to provision two servers. By accidentally keying in “200” instead of two, they set off a pre-approved process that overwhelms and shuts down the cloud. Such mishaps can be avoided by establishing and consistently applying automation standards that include change management policies to determine which procedures are manual and those that can be automated. When deciding which of your existing manual processes to automate, consider these criteria:Is it bulletproof, documented and 100% predictable (a candidate for automation)?Is it almost bulletproof (suitable for automation with built-in manual controls)?Whatever level of automation you adopt, your support personnel must be able to intervene without disturbing the automated processes. When something goes wrong with the automation, you are likely to rely on manual intervention to solve the problem. If this task uses skills that your people may need to remedy unexpected problems, consider preserving this knowledge by keeping the activity a manual process. Manual procedures and reactive incident resolution remain integral to the management of a cloud environment. Even when processes are highly standardized and automated, a business-critical cloud requires continual active hands-on management, so adapt and test all manual procedures to interact with the automation layer.
  • Info to come from Ken on statistics from IDC around Single Service Provider model
  • DCC is our Go to Cloud ServiceGreater Value GenerationSimplify Processes and OperationsStreamlineHere is an optional tagline: Cost effective tailored support for the whole data centerEnhanced Support Experience Enhanced Event ManagementEase of Contract Management

Martin Yates - BB2838 - Overcoming the challenges of managing a heterogeneous cloud environment Martin Yates - BB2838 - Overcoming the challenges of managing a heterogeneous cloud environment Presentation Transcript

  • Session BB2838Overcoming the challenges of managing a heterogeneous cloud environment© Copyright 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice.
  • Overcoming thechallenges ofmanaging aheterogeneouscloudenvironmentMartin YatesTechnology Services Support Business Development© Copyright 2012 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice.
  • My backgroundName: Martin Yates E-mail: martin.yates@hp.comTitle/OrganizationPortfolio and Product Support Management Years at HPIT industry experience 15• Mission Critical Business Development Manager Current responsibilities• IT Best Practices Workshop program • Services development for Cloud, Converged development Infrastructure and Integrated Systems• Mission Critical Workshops program manager • Sales enablement and delivery readiness• IT Service Management Assessor • Knowledge transfer and training • Design and leadership of the “Always OnProfessional information Support Simulation” program• Distinguished Professional of Service Management – priSM Institute and ICSM• ITIL Expert in IT Service Management• Bachelor of Computer ScienceL.P. Massey contained herein is subject to change without notice.3 © Copyright 2012 Hewlett-Packard Development Company, – The information
  • Agenda1. Business demands and IT challenges2. What you need to do3. What you need from your support provider4 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • The business demands driving IT to the cloud Business users Developers Individuals Improve business agility Deliver choice Speed innovations Reduce costs Develop once, run Accelerate time to value anywhere Deliver the right services at the right time based on customer needs5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • IT’s challenges in meeting those businessdemands What you need to do: Business Users Developers Individuals • Improve the quality and consistency of IT services • Simplify IT operations and reduce complexity • Drive out costs and redundancies • Improve operational efficiency What you need from your support provider: • Provide a single point of accountability • Manage interoperability issues faster • Improve service levels across the support6 ecosystem © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • What you need to do© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Improve the quality and consistency of ITservicesMaintain a coherent service management framework for end-to-end cloudoperation• Physical server builds and naming conventions• Automated provisioning and decommissioning• Proactive measures to prevent failure• Reactive procedures to rapidly restore serviceChange is a constant in a cloud and so is continual improvement• Monitor and measure cloud operation against SLAs• Identify and fix quality and efficiency gaps• Make continual improvement fundamental to the way you work8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Simplify IT operations and reduce complexityControl the interlocked web of software in your cloud• Every layer of the cloud has a great volume and variety of software• Keep track of each IT asset and all of its dependencies• Maintain up-to-date documentation and tracking to ensure software license complianceEstablish and consistently apply security policies, processes and tools• Business groups with different security needs share resources• Employ frequent auditing and active management• Include back-end activities that require more control in a cloud9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Drive out costs and redundanciesDefine the respective roles of IT and users (developers)• Establish standards and procedures that allow flexibility• Negotiate policies for handling exceptions• Specify respective responsibilitiesEnable users to access resources on demand• Synchronize provisioning with your clients‟ projects and programs• Collaborate in joint planning through close relationships with clients, IT vendors and procurement• Understand and project demand by metering and analyzing actual usage patterns10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Improve operational efficiencyDesign a resource allocation strategy• Conduct a business impact analysis• Develop risk mitigation and service continuity plansAdopt and apply automation standards• Determine which procedures are manual and those than can be automated• Establish thresholds on automatic provisioningManual procedures and reactive incident resolution• Adapt manual procedures to interact with the automation layer• Enable intervention without disturbing automated processes11 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • What you need from yoursupport provider© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Provide a single point of accountabilityKnow ME and let me get my supportwhen, where and how I want itMy business runs 24x7 yours should tooThe first person I talk to owns my call frombeginning through to resolutionGive me access to your best people withoutme having to escalateProvide high quality technical assistanceacross my converged infrastructureKnow my complete end-to-end environmentso I don‟t have to answer 20 questions13 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Manage interoperability issues fasterMulti-vendor support by designSupport more than just hardware, supportintegrated platforms or better yet, mycomplete environmentCollaborate with my other vendorsMonitor my environment continuously andgive me access to what you are seeingProvide real-time event notificationGive me access to your knowledgedatabase so I can resolve routine issuesmyselfRisk mitigation, interoperability, no fingerpointing 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.14 © Copyright
  • Improve service levels across the supportecosystemAnticipate problems and resolvethem proactivelyMonitor and report on my software andfirmware revision levelsProactively advise me of corrections thatneed to be made and how to apply themProactively discover my configuration so Inever have to tell you what‟s changedLook for trends in my support calls thenidentify and resolve underlying problemsBring me best practice advice tailored to myIT environment and my business15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • To overcome the challenges of cloudmanagement What you need to do: Business Users Developers Individuals • Improve the quality and consistency of IT services • Simplify IT operations and reduce complexity • Drive out costs and redundancies • Improve operational efficiency What you need from your support provider: • Provide a single point of accountability • Manage interoperability issues faster • Improve service levels across the support16 ecosystem © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • HP Datacenter Care Enabling an agile business with services to help operate and evolve the moderndatacenter Flexible reactive support • Simplified support via a single point of accountability • Proactive to avoid Problems and optimize performance Primary Assigned Seamless service provider Account support experience • Flexibility to support your Team multivendor IT environment • Improved management of interoperability issues Tailored proactive services17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Download now Get the mobile app Download content from this session with the free mobile app. Text the word “Discover” to 474747 or m.hp.com/events18 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Find out more Attend these sessions Visit these demos After the event • HOL2114: • MR: Datacenter Care • Contact your local Technology Managing an services, Converged Cloud Services sales rep „Always On‟ Pavilion, Discover Zone infrastructure and • Visit the Always On Support winning the race • KF: Always On Support website at: to results! services, Services http://h17007.www1.hp.com/us/ Thursday 10 AM, Pavilion, Discover Zone en/whatsnew/proliantgen8/alway Sands 404 s-on-support.aspx Your feedback is important to us. Please take a few minutes to complete the session survey.19 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • Thank you© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.