Avinash Sanholkar - Enterprise Virtualisation: Remote Infrastructure Management: The Next Step - Interop Mumbai 2009

Enterprise Virtualisation: Remote Infrastructure Management - The Next Step 8th Oct 2009

Agenda • Proliferation of Web 2.0 • Environmental concerns and Green focus • Virtualization of IT assets • Cloud Computing • Virtualized Enterprises • Preparing for the future - RIM

Proliferation of Web 2.0

Current Trends • Blogs, Wikipedia, Facebook, Orkut ……. Immensely popular informal networks • Blocked by most Corporates • More popular than Corporate Applications • Limited use by SMEs in business • IP vs Opensource dilemma • Enterprises gradually adopting features.

Environmental Concerns & Green focus

Global emissions of greenhouse gases come from a wide range of sources Agriculture 14% mostly from soils Energy – & livestock Electricity 61% & Heat Consuming Generation fossil fuels Land Use changes 18% primarily Transport deforestation Other energy Industry All GHG in CO2 equivalent Source: World Resources Institute. 2000 estimate.

Per capita CO2 Emissions, Population & Total Emissions Source: UNDESA-DSD, based on IEA 2005.

Global Warming Potential Carbon dioxide (CO2) 1 Methane (CH4) 21 Nitrous oxide (N2O) 310 Hydrofluorocarbons (HFCs) 140 - 11,700 Perfluorocarbons (PFCs) 7,000 - 9,200 Sulphur hexafluoride (SF6) 23,900 Source : IPCC Third Assessment Report. 2001 Climate Change : The Scientific Basis. Intergovernmental Panel on Climate Change

Carbon Dioxide emissions in Indian Industrial Sectors INDIAN INDUSTRIAL SECTOR : CARBON DIOXIDE EMISSIONS I Others 15% Steel 10% Power Transportation Power Chemicals Cement 51% Paper 4% Cement Paper Steel 1% Others Chemicals 3% Transportation 16% Carbon Dioxide emission as of the year 1995 SOURCE : HANDBOOK OF STATISTICS 1998

IT response to Global Warming • New power efficient devices • Server consolidation • Thin clients- Net-tops • Virtualisation of IT assets • Green data centres

Virtualisation of IT assets

Server Sprawl ...

Software maturity • The need is there, the hardware is there ... • Software is maturing too – More than one credible player in the market • We have moved beyond “Virtual PC” – It’s not just the Virtualization technology... – Management tools – High availability – Interoperability

Virtualization Config and Architecture Challenges Test and development automation Server consolidation Legacy application migration

Rapid Provisioning using Self-Service Portal Ability to control owned virtual machines Thumbnails of all owned virtual machines

Cloud Computing

What is Cloud Computing A pool of scalable IT-enabled capabilities which can be utilized over the internet (cloud) as a service. The idea of cloud computing is based on a very fundamental principal of `reusability of IT capabilities`. The difference that cloud computing brings compared to traditional concepts of “grid computing”, “distributed computing”, “utility computing”, or “autonomic computing” is to broaden horizons across organizational boundaries. According to the IEEE Computer Society Cloud Computing is "A paradigm in which information is permanently stored in servers on the Internet and cached temporarily on clients that include desktops, entertainment centers, table computers, notebooks, wall computers, handhelds, etc."

Cloud Computing and Virtualization • Virtualization unlocks the door to cloud computing: – Core objective of virtualization is not about the cost cutting. It leads towards flexible sourcing of the resources and indeed leads towards cloud computing. – Few things virtualization does to unlock the doors to cloud computing and push organization towards it • Speed, flexibility and agility • Breaks software pricing and licensing • Enables economies of scale • Decouples users from implementation

Benefits from Cloud Computing With the different Cloud enabler technologies like utility computing, Grid Computing, RTI, web infrastructure and others maturing, the different services would be cloud enabled. Infrastructure service providers are taking advantage of the paradigm and offering Cloud Services. Cloud computing is considered an extension to SOA and SaaS. Information services, entertainment-oriented services such as video on demand, simple business services such as customer authentication or identity management and contextual services such as location or mapping services are positioned well to become cloud-delivered. Other services, such as corporate processes (for example, billing, deduction management and mortgage calculation) and transactional services (for example, fiscal transactions), would take longer to reach the cloud and the mainstream.

Organizational Considerations The successful deployment of clouds within organizations depends on a number of factors, some technical, others organizational. These include: – The extent of infrastructure standardization among the existing application silos of the current state architecture – The complexity and degree of customization and integration of the current state architecture. – The willingness of lines-of-business to share infrastructure instead of “owning their own” – The extent to which the current state architecture must accommodate legacy systems – Past experience of the IT department in deploying technologies and concepts critical for clouds, such as standardization, consolidation, virtualization, clustering, and more. – business objectives of the organization.

Virtualised Enterprise

What is a Virtual Enterprise ? • A Virtual Enterprise (VE) is a temporary alliance of enterprises that come together to share and skills or core competencies and resources in order to better respond to business opportunities, and whose cooperation is supported by computer networks. It is a manifestation of Collaborative Networks, Distributed Collaborative Working. • “…refers to a new organisational form characterised by a temporary or permanent collection of geographically dispersed individuals, groups or organisation departments not belonging to the same organisation – or entire organisations, that are dependent on electronic communication for carrying out their production process” (Travica, 1997) • Source :wikipedia

Virtualised Enterprise Features • Agile strategy & finance units as the core • Projectwise partnerships • Flexible commercial models • Web 2.0 technologies platform • Computing on the cloud • Transparent to clients

Preparing for the future Remote Infrastructure Management

Need for Structured IT Service Management Business Operations Plan Execute Measure Monitor Improve IT Operations ISO 9001: 2000 Application S/W Req Design Build Test Deploy Maintain Development & Migrate CMMI Maintenance Or Upgrade Package Implementation Customize Configure Deploy ISO 27001 COTS Products Requirements Plan / Procure Deploy Record & Service Management Standards N/W & H/W Plan / Procure Install Support Maintain Installation & Support Information Business Data & Others Service Manage Service Budgeting & activities Continuity Information Levels Forecasting for IT Planning Security Customer Conduct Review Handle Perform & Analyze Meetings Complaints Satisfaction Survey Measure, Supplier Maintain Identify Monitor, Analyze Improvements Contracts & Review

History of IT Service Management •What is IT Service Management? •The practice of delivering & managing operational IT services critical to the business at an agreed level. The History 2005: ISO Adopted BS 15000 and published the ISO 20000. ISO 20000 is based on ITIL V2. ITIL V3 was developed in 2007. 2002: BS 15000 standards were revised to align the same to ITIL V2. 2000: BSI Adopted ITIL and developed BS 15000, standard for Service Management 1991: IT Service management forum formed at UK by the UK OGC. This forum is the custodian of the best practices compiled 1989: IT Infrastructure Library (ITIL) compiled by UK OGC, based on the best practices compiled from various service organizations such as IBM, HP etc…

The ISO 20000 Framework Management responsibility, documentation requirements, competencies, Management Systems awareness & trainings Planning & Implementing Planning & Implementing new or changed services Planning New Services Planning & Implementing new or changed services Service Availability & Service Delivery Processes Continuity Management Information Security Service Level Management Management Service Reporting Capacity Management Budgeting & Accounting Systems Control Processes Configuration Management Change Management Resolution Processes Relationship Process Release Processes •Incident Management •Business Relationship Management •Release Management •Problem Management •Supplier Management

What is Remote Infrastructure Management Service delivery from distant locations with the goal of reducing costs, improving processes and enhancing service levels. Day-to-day management of IT infrastructure from a remote location Any IT function that can be successfully executed off-site is a candidate for remote infrastructure management Per IDC estimates, 85% of data center support functions can be performed remotely Offerings differ from one service provider to another, which include the following: – Monitoring and Help-desk services – Server and Storage management – Data-center and Asset management – Network and E-mail management

Remote Infrastructure Management • Benefits to the client – To reduce IT operations cost – To enhance quality of work – To enhance End User experience – To increase Productivity – To deliver services based on Service Level Agreements Benefits to the service provider – Better ROI on IT investments – Right sizing of the resources for increased business value – Effective and optimized portfolio of third party contracts – Reduced Total Cost of Ownership (TCO) – Improvisation of Service level Management

Streams of Remote Infrastructure Management.

IMS outsourcing started with network infrastructure support and has moved on to wider processes Evolution • Huge cost savings • Medium-high complexity • Requires experienced people • Low complexity • Hardware Support • Requires infrastructure – Network Infrastructure e.g.. routers, panels, others support • Hardware Support – Server support • Most common – Network Infrastructure – Information security • Serves as a good test case support – Packaged application • Readily available talent – Server support • Hardware Support – Information security • IT Desk Services – Network Infrastructure – Architecture design Task scheduling support – – Server support – Data backup & recovery • IT Desk Services – Fail over setup – Task scheduling System planning • IT Desk Services – – Data backup & recovery – Task scheduling – Fail over setup • Application Management • Hardware Support – Data backup & – System planning – Level I, II, III, IV – Network Infrastructure recovery support • Application Management • Application Management – Level I, II & III • IT Desk Services – Level I & II – Task scheduling

Why RIM makes Sense ? • Around 75% of Infrastructure management functions can be offshored – Network Services : 80% – Internal Helpdesk : 75% – Server : 70% – Maintenance : 60% – Administration : 35% – Mainframe : 30% – End User Devices : 15% • With most of management consoles and monitoring tools for infrastructure components becoming web-enabled, these percentages are growing rapidly Source: Nasscom-Mckinsey 2005 Report 35

What is being offshored ? • All routine operational activities which can be performed using a Standard Operating Procedure (SOP) are easily offshored – Incident Monitoring and Management – Problem Management – Remote Helpdesk Support – Production Support (Backups, Batch Control, Patches etc) – Documentation • Activities which require close proximity to infrastructure and enterprise users are still retained onsite – Transition and Transformation Activities (e.g. Rollouts, Migrations) – Process Definition and Mapping – Change Management Activities

RIM: Value Adds • Decrease in Support Costs – 25% to 40% savings due to shared labour cost, flexible pricing models and asset strategies • Increase in service coverage – Moving from 8x5 to 24x7 support for global locations • Better utilisation of internal support resources – Experienced staff now freed up for carrying out core strategy and green-field value adding initiatives, also less sensitive to attrition of skilled hands • Improvement in operational efficiencies – Alignment of support processes with frameworks like ITIL/ISO20000 – Improved documentation and knowledge management • Scalability and Flexibility – Addition or reduction of support resources rapidly as per requirement 37

RIM: The Green Angle • Reduction in Power Consumption – In Shared Service scenario, the support infrastructure (Desktop, Monitors, Cooling etc) is being shared across multiple clients • Reduction in Fuel Consumption – All support resources at offshore using mass transport instead of individual cars • Reduced Office space and furniture • Reduced eWaste

What is Web 2.0 ? "Web 2.0" is commonly associated with web development and web design that facilitates interactive information sharing, interoperability, user-centered design[1] and collaboration on the World Wide Web. Examples of Web 2.0 include web- based communities, hosted services, web applications, social-networking sites, video-sharing sites, wikis, blogs, mashups and folksonomies. A Web 2.0 site allows its users to interact with other users or to change website content, in contrast to non- interactive websites where users are limited to the passive viewing of information that is provided to them. Source : Wikipedia

Avinash Sanholkar - Enterprise Virtualisation: Remote Infrastructure Management: The Next Step - Interop Mumbai 2009

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