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Orchestration and Provisioning
Architecture for Effective
Service Management


Alan McSweeney
Orchestration and Provisioning and Service
Management
•   Orchestration and provisioning tasks and requirements
    arise during the entire lifecycle of the delivery of a service
    to a customer, from service initiation to service usage,
    monitoring and service management and service
    termination
•   Generalised architectural approach to orchestration and
    provisioning for services delivery will yield benefits in
    reduced costs, faster response times, reduces errors and
    greater flexibility and responsiveness



    February 13, 2012                                                2
Orchestration

•   Importance of orchestration is being recognised in relation
    to cloud services
      − Cloud services are all about scale and rapid elasticity – automated
        work flows are essential
      − Cloud service delivery includes fulfillment assurance and billing
      − Cloud services delivery required work flows in various technical
        and business domains
•   Orchestration has wider application in service
    management, service fulfilment and customer relationship
    management


    February 13, 2012                                                         3
Orchestration and Provisioning

• Orchestration means the automated arrangement, co-
  ordination and management of cross-functional,
  enterprise-wide systems and services
• Provisioning means the creation, maintenance and
  deactivation of resource objects
• Orchestration is the management function and
  provisioning is the set of service-specific tasks
• Orchestration relates to the automated (as much as
  possible) arrangement, coordination and management of
  components (compute, storage, network, computer
  systems, middleware and services) to meet IT and business
  requirements

    February 13, 2012                                         4
Orchestration and Provisioning


                                        Orchestration Function




                     Service Specific        Service Specific    Service Specific
                      Provisioning            Provisioning        Provisioning
                        Function                Function            Function




                        Service                 Service             Service
                      Component/              Component/          Component/
                       Resources               Resources           Resources

 February 13, 2012                                                                  5
Orchestration

•   Composition of architecture, tools and processes to enable
    the delivery of a defined service by fulfilling the associated
    process
•   Connection of software and hardware components
    together to enable the delivery of a defined service by
    fulfilling the associated process
•   Connection and automation of work flows, when
    applicable, to enable the delivery of a defined service by
    fulfilling the associated process



    February 13, 2012                                                6
Orchestration Core Functions


                                                 To manage the co-
                                               ordination of service
                     To manage the co-
                                              management processes
                 ordination of workflows
                                              and workflows that that
                     that interact with
                                                    interact with
                   participating systems
                                               participating systems
                   (and people) as users
                                                (and people) for the
                     move through the
                                                 underlying service
                lifecycle of services usage
                                                   platforms and
                                                   infrastructure



 February 13, 2012                                                      7
Major Orchestration Stages

•   Service request and information gathering and validation
•   Composition/reservation including access control and
    SLA/policy enforcement
•   Deployment, including services registration and
    synchronisation
•   Operation including monitoring
•   Decommissioning and recycling




    February 13, 2012                                          8
Benefits of Orchestration

•   Orchestration function allows the logic involved in interacting with
    multiple external systems to be isolated into separate workflows
      − These workflows can be redeveloped without the service request/service
        access logic being modified
•   Orchestration function acts as a co-ordination and management hub
    that both enables and controls the use of disparate systems, enable
    incorporation of Dell systems into and their reuse by other services
•   Orchestration function can be involved in resource provisioning if
    required or this function can be performed by the services provision
    platform if it incorporate this functionality
•   Specialised orchestration function allows activities to be automated
    as much as possible, reducing operating costs
•   Specialised orchestration function allows changes to be
    implemented quickly to reflect the dynamic nature of services

    February 13, 2012                                                            9
Benefits of Orchestration

•   Orchestration function allows the decision on implicit or explicit resource
    provisioning to be modified, either globally or for specific users, types of requests
    or types of services or any combination of these deciding factors
•   Orchestration function can support multiple different workflows of different types
    and functions that can be used by multiple systems
•   Steady-state operation of the underlying services infrastructure needs to be
    managed in a structured way using standard IT service management processes
    such as:
      −    Incident Management
      −    Request Fulfillment
      −    Problem Management
      −    Release and Deployment Management
      −    Service Asset and Configuration Management
      −    Change Management
      −    Knowledge Management
      −    Service Level Management
      −    Event Management

    February 13, 2012                                                                       10
Generalised Services Architecture

                              Service          Service         Service
 Demand




                                 Service Presentation and Access Layer
 Delivery




                  Service                                                  Service
                             Resource Provision              Manage
                Governance                                               Management
 Supply




                                    Service Platform and Resources



 February 13, 2012                                                                    11
Generalised Services Architecture

•         Services architecture will consist of three functions
      1. Demand for and usage of services, both existing and new
      2. Delivery of services, both existing and new
      3. Supply of services, both existing and new




    February 13, 2012                                              12
Generalised Services Architecture - Detail
          User Services                       Services                     Management Services


                                      Service 1      Service 2


                                                                           Operational        Business
             Service Usage/                                                 Support           Support                   Service
            Integration and                                                 Services          Services                 Creation
              Access Tools            Service 3      Service 4




                                                         Infrastructure

                       Security                                    Resilience                                 Consumability
                                       Access and
        Event             Service                                               Resilience           Ease of Doing
                                        Identity         Data Resilience                                               Adaptability
      Management         Assurance                                             Compliance              Business
                                      Management
                                                                               Resilience                User
                            Data                           Resilience                                                   Ease of
     Security Policy                  Governance                                 Policy               Experience
                         Protection                       Configuration                                                Operations
                                                                              Management             Management
       Threat and                                                             Availability/
                          Security     Data Policy         Resilience                                      Ease of
      Vulnerability                                                            Continuity
                        Enforcement   Enforcement          Monitoring                                    Integration
      Management                                                              Management

 February 13, 2012                                                                                                                    13
Operational Support and Business Support Services

• Within a services context , Operational Support Services
  (OSS) refers to internal systems that maintain details of
  services, orchestration, provisioning, managing service
  delivery, service assurance, customer service
• Business Support Services (BSS) refers to customer facing
  systems such as order management, revenue
  management, metering and usage management, pricing
  and billing management and customer management
      − Orchestration function can be used to interact with the BSS
        functions where these are provided by existing systems
•   OSS and BSS are terms borrowed from the Telecoms
    industry which is close to the service model many services
    companies are looking to implement
    February 13, 2012                                                 14
Operational Support and Business Support Services
                                                     Management Services

                     Operational Support Services (OSS)                Business Support Services (BSS)
                Service          Service         Service                          Customer         Service
                                                                  Opportunity
                Delivery       Automation       Request                            Account         Offering
                                                                  Management
                Catalog        Management      Management                        Management        Catalog

                                                  Image
                               Configuration     Lifecycle          Service      Contracts and
               Change                                                                              Order
                                 and Asset     Management          Offering       Agreement
             Management                                                                          Management
                               Management      (Release and       Management     Management
                                               Deployment)

              Resource          Incident        Problem           Subscription                   Entitlement
                                                                                    Pricing
             Provisioning      Management      Management         Management                     Management


             Monitoring        IT Asset and    Capacity and
                                                                                                 Clearing and
              and Event           License      Performance          Metering        Billing
                                                                                                  Settlement
             Management        Management      Management

              Continuity
                 and            Platform                            Accounts
              Availability     Management                           Payable
             Management


 February 13, 2012                                                                                              15
Functional Layers Between the Consumers of
Services and the Underlying Resources
                                Service Consumers


                             Applications and Services


                              Orchestration Function


                     Service and Related Management Systems


                       Service Internal Provisioning Function


                                    Resources
 February 13, 2012                                              16
Functional Layers Between the Consumers of
Services and the Underlying Resources
•   Service Consumers – these are the users (such as customers) of the service to
    whom resources will be allocated and whose request to access services will
    trigger orchestration and provisioning activities
•   Applications and Services – these are the customer-facing set of applications
    and services that customers will use to request access to services and then
    access and use those services
•   Orchestration Function – this is the orchestration facility that will co-ordinate
    the workflows that deliver on the processes relating to service access requests
•   Service and Related Management Systems – these are the service platforms
    and their external and internal management functions that will be used by
    service consumers
•   Service Internal Provisioning Function – these are the internal resource
    allocation/provisioning/management functions provided by the service
    platforms
•   Resources – these are the resources provided to the service platforms that are
    allocated to service users

    February 13, 2012                                                                   17
Functional Layer Interfaces

                                Service Consumers


                             Applications and Services          1



                              Orchestration Function            2



                     Service and Related Management Systems     3



                       Service Internal Provisioning Function   4



                                    Resources                   5


 February 13, 2012                                                  18
Functional Layer Interfaces

1. Applications and Services – the customer will request directly or
      indirectly applications and services and will need to be able to
      access resources directly
2.    Orchestration Function – the orchestration function will need to
      allow triggering of workflows and will need to provide information
      on the status of initiated workflows
3.    Service and Related Management Systems – the service platforms
      will need to allow access to the services they provide
4.    Service Internal Provisioning Function – the service platforms will
      have internal resource allocation management functions that must
      provide the ability to be interfaced with
5.    Resources – the underlying resources that comprise the services
      being managed and provided by the service platforms will need to
      be interfaced with for physical resource requests

 February 13, 2012                                                          19
Service Initial Request Functional Interaction

                                Service Consumers
                                                                1

                             Applications and Services
 2

                              Orchestration Function
                                                                3

                     Service and Related Management Systems
 4

                       Service Internal Provisioning Function
                                                                5

                                    Resources

 February 13, 2012                                                  20
Service Initial Request Functional Interaction

1. Service Consumers will interact with the Applications and Services
      to get initial access to services
2. Applications and Services will trigger a workflow in Orchestration
      Function to setup access rights in the required systems
3. The workflow initiated by the Orchestration Function will interface
      with Service and Related Management Systems to perform
      functions associated with initial access to services
4. One of the functions being interfaced with Service and Related
      Management Systems will be the Service Internal Provisioning
      Function for the platform to which access is requested
5. The Service Internal Provisioning Function will interface with the
      physical Resources that comprise the infrastructure where the
      services reside
 February 13, 2012                                                       21
Service Ongoing Usage Functional Interaction

                                Service Consumers
                                                                1

                             Applications and Services


     2                        Orchestration Function


                     Service and Related Management Systems
                                                                3
                       Service Internal Provisioning Function
     4
                                    Resources

 February 13, 2012                                                  22
Service Ongoing Usage Functional Interaction

1. Service Consumers will access services using the Applications and
      Services
2. The Applications and Services layer will communicate directly with
      the Service and Related Management Systems to access resources
      and to modify (increase, decrease) the volume of resources being
      consumed
3. The Service and Related Management Systems will interface with
      Service Internal Provisioning Function to allocate/deallocate
      resources in response to implicit or explicit usage requests
4. The Service Internal Provisioning Function will interface with
      physical Resources that comprise the infrastructure where the
      services reside


 February 13, 2012                                                       23
Service Ongoing Service Management Functional
Interaction
 3
                                Service Consumers


                             Applications and Services


                              Orchestration Function            4



                     Service and Related Management Systems


                       Service Internal Provisioning Function


                                    Resources
 1                                                              2

                               Service Management
 February 13, 2012                                              24
Service Ongoing Service Management Functional
Interaction
•   The Service Internal Provisioning Function may interact with the
    Service Management function to provide details on resources that
    are being provisioned (allocated) to feed into processes such as
    capacity planning, change management, configuration management
    and others
•   The Resources function may also interact with the Service
    Management function to provide details on resources that are being
    provisioned (allocated) to feed into processes such as capacity
    planning, change management, configuration management and
    others
•   The Service Management function may trigger workflows within the
    Orchestration Function in response to changes in status of the
    Resources, such as capacity planning, change management,
    configuration management and others
•   Service Consumers may also interact with the Service Management
    function to initiate processes such as incident management, problem
    management and others
    February 13, 2012                                                     25
Orchestration Process View
                Users                       User Directory                                       Opportunity
                                                                                                 Management
            1                   2                                             4

                                                                     Service Orchestration
      Self Service Portal                  Services Catalog
                                                                            Catalog           Credit Management
                                    3

                                8                                                        9
                                        Orchestration Function                                   Compliance
                                                                                                 Management
                                                                        10
                                5
                                           Platform/ Service         Orchestration Activity       Agreement
                                                                          Database               Management

                                6
                                           Platform/ Service
                                                                                                 Entitlement
                                          Provisioning Engine
                                                                                                 Management
                                                                 7


             Service Resource              Service Resource          Service Resource
              Component 1                   Component 1               Component 1             Billing Management

 February 13, 2012                                                                                                 26
Orchestration Process View

•   The user accesses services interface and completes the required information in order to get
    access
•   The user details are entered into a user directory
•   The services available will be displayed from some form of services catalog. This may or
    may not be a formal services catalog and may be implemented differently
•   Associated with each service, there will be an orchestration workflow (or workflows)
    defined
•   The services portal will enable access to the requested service using functions provided by
    the services platform
•   The services platform will perform resource provisioning in response to service usage. This
    provisioning will be implicit and will not require the involvement of the orchestration
    function
•   The provisioning component of the services will interact with the resources contained at
    the infrastructure layer and will allocate resources in response to service usage
•   The interface will initiate the workflow within the orchestration function associated with
    enabling access to the requested service
•   The workflow being executed by the orchestration function will access the required
    external systems and applications and perform the required functions
•   The orchestration function will log and record its activities

    February 13, 2012                                                                             27
User Lifecycle Management
                                                               9. Analyse Service
                                      10. Manage Service
                                                                   And Ensure
                                       Level Agreements
                                                                Alignment With
                                             (SLAs)
                                                                 Service Levels
                                                                                      8. Collect, Analyse,
                                                                                        Report And Bill
                                                                                       Based On Service
                                                              Services Platform       Usage And Agreed
                                                                                          Billing Plan


                                                                   Services              7. Realtime
                                                                                      Management And
              1. Request Service    3. Provision Service                              Consolidation Of
                                                                                      Events Associated
                                                                                        With Service
                                                           Operational     Business
                                                            Support        Support
                                                            Services       Services
               2. Integrate With                                                      6. Monitor Service
             Service Function and    4. Integrate With                                   Delivery and
                   Asset and         Physical/Virtual                                   Operation and
                 Configuration           Resources                                     Generate Alerts
                 Management
                                                                5. Discover and
                                                              Track Configuration
                                                                 and Changes


 February 13, 2012                                                                                           28
Use Cases Across the Life of the Customer’s Use of
Services
1. Request Service – the user requests the service and goes through the various stages and steps involved in
    being able to use the service: service selection, credit check, compliance check, tax calculation, bill plan
    creation, agreement and entitlement creation and order
2. Integrate With Service Desk and Asset and Configuration Management – a new user will be notified to the
    service management system and their resource usage will be flagged within asset and configuration
    management
3. Provision Service – the service platform will allocate resources in response to usage requests from the
    customer
4. Integrate With Physical/Virtual Resources – the resource allocation/provisioning function within the service
    platform will integrate with the physical and virtual infrastructure layer to allocate resources
5. Discover and Track Configuration and Changes – as resources are allocated and deallocated dynamically, the
    configuration of the underlying resources will be discovered and tracked
6. Monitor Service Delivery and Operation and Generate Alerts – the operation and delivery of the overall
    service (to all customers) will be monitored and alerts will be generated in response to potential issues that
    need to be investigated and resolved
7. Realtime Management And Consolidation Of Events Associated With Service – events will be received in
    realtime from the service and its constituent components, consolidated if required and appropriate and
    handled and managed
8. Collect, Analyse, Report And Bill Based On Service Usage And Agreed Billing Plan – usage data will be
    collected, analyzed, be available for reporting and customers will be billed based on agreed billing rates
9. Analyse Service And Ensure Alignment With Service Levels – the overall service will be analyzed to ensure an
    appropriate level of service is being provided
10. Manage Service Level Agreements (SLAs) – individual service level agreements, if they exist and are offered
    will be monitored


  February 13, 2012                                                                                                  29
Extended Customer Services Lifecycle
                              Pricing and          Review/        Opportunity
           Configuration                                                             Credit Check
                              Quotation            Approve        Management


            Compliance                           Agreement         Entitlement        Bill Plan
                            Tax Calculation
              Check                               Creation          Creation          Creation


           Access Rights      Sell/Order/         Resource         Accounting/
                                                                                     Cancellation
             Creation             Trial          Provisioning         Billing



         Initial Warranty      Customer                             Service           Proactive
                                                 Convert Trial
              Support           Service                           Management           Support


              Usage
                                                  Penalties/         Modify
           Consumption      Recurring Billing                                           Upsell
                                                Service Credits    Entitlement
            Collection

          Change (Add/
                                                De-commission
            Delete/            Terminate                          Disposal of Data
                                                  and Reuse
            Remove)
 February 13, 2012                                                                                  30
Customer                                            Service Provider

                           Service Strategy                                                        Service Design
                     Demand
                    Management                                                                                  Information
                                      Financial                            Projects                               Security
                                     Management                                                                 Management
                      Service
                     Portfolio
                    Management                                                                                   IT Service
                                                                                                                 Continuity
                                                           Service Transition                                   Management
                                      Strategy
      Service                        Management                          Transition
     Assurance                                                          Planning and
                                                                           Support                               Capacity
                          Service Operation             Change                                                  Management
                                                      Management
                      Event                                             Validation and
                    Management                                              Testing
     Service                                                                                                     Availability
                                         Problem
   Management                                           Asset and                                               Management
                                        Management
                                                      Configuration
                     Incident                         Management
                    Management                                           Release and
                                                                                                       Service Level
                                                                         Deployment
       Users                                                                                           Management
                      Request
                                        Operational    Knowledge
                     Fulfilment
                                         Activities   Management
                                                                           Service           Service Catalog     Supplier
                          Access                                          Evaluation          Management        Management
                        Management



                    Continual Service
                     Improvement                             Service              Service          Service
                                                          Improvement            Reporting       Measurement

February 13, 2012                                                                                                               31
Service Management Architecture
                                      Incidents and
•   In terms of                         Problems
    service
    management,
    the
    orchestration
    function can co-
                                                        Service
    ordinate the        Actions and   Orchestration   Management
                          Events        Function
    integration of                                     Platforms
    the services
    platform acting
    as an centralised
    hub
                                       Integrated
                                         View of
                                        Services

    February 13, 2012                                          32
Orchestration Emerging Standards and Initiatives

•   OASIS (Organization for the Advancement of Structured Information Standards)
      − Topology and Orchestration Specification for Cloud Applications (TOSCA)
             • http://www.oasis-open.org/committees/tc_home.php?wg_abbrev=tosca
             • http://tosca-open.org/
             • http://www.tosca-open.org/downloads/TOSCA%20-%20Spec%20Draft%20-%20V0.8.2-C2.pdf
•   GEYSERS Project - Generalised Architecture for Dynamic Infrastructure Services
      − http://www.geysers.eu/
•   Unibus
      − www.mathcs.emory.edu/technical-reports/techrep-00230.pdf
      − www.mathcs.emory.edu/uploaded-files/RPT-00195.pdf
•   GEMbus
      − http://www.geant.net/Research/Multidomain_User_Application_Research/Pages/GEM
        Bus.aspx
•   Infrastructure Services On-Demand Provisioning Research Group (ISOD-RG)
      − http://www.ogf.org/gf/group_info/view.php?group=ISOD-RG



    February 13, 2012                                                                             33
More Information

          Alan McSweeney
          alan@alanmcsweeney.com




 February 13, 2012                 34

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Orchestration and provisioning architecture for effective service management

  • 1. Orchestration and Provisioning Architecture for Effective Service Management Alan McSweeney
  • 2. Orchestration and Provisioning and Service Management • Orchestration and provisioning tasks and requirements arise during the entire lifecycle of the delivery of a service to a customer, from service initiation to service usage, monitoring and service management and service termination • Generalised architectural approach to orchestration and provisioning for services delivery will yield benefits in reduced costs, faster response times, reduces errors and greater flexibility and responsiveness February 13, 2012 2
  • 3. Orchestration • Importance of orchestration is being recognised in relation to cloud services − Cloud services are all about scale and rapid elasticity – automated work flows are essential − Cloud service delivery includes fulfillment assurance and billing − Cloud services delivery required work flows in various technical and business domains • Orchestration has wider application in service management, service fulfilment and customer relationship management February 13, 2012 3
  • 4. Orchestration and Provisioning • Orchestration means the automated arrangement, co- ordination and management of cross-functional, enterprise-wide systems and services • Provisioning means the creation, maintenance and deactivation of resource objects • Orchestration is the management function and provisioning is the set of service-specific tasks • Orchestration relates to the automated (as much as possible) arrangement, coordination and management of components (compute, storage, network, computer systems, middleware and services) to meet IT and business requirements February 13, 2012 4
  • 5. Orchestration and Provisioning Orchestration Function Service Specific Service Specific Service Specific Provisioning Provisioning Provisioning Function Function Function Service Service Service Component/ Component/ Component/ Resources Resources Resources February 13, 2012 5
  • 6. Orchestration • Composition of architecture, tools and processes to enable the delivery of a defined service by fulfilling the associated process • Connection of software and hardware components together to enable the delivery of a defined service by fulfilling the associated process • Connection and automation of work flows, when applicable, to enable the delivery of a defined service by fulfilling the associated process February 13, 2012 6
  • 7. Orchestration Core Functions To manage the co- ordination of service To manage the co- management processes ordination of workflows and workflows that that that interact with interact with participating systems participating systems (and people) as users (and people) for the move through the underlying service lifecycle of services usage platforms and infrastructure February 13, 2012 7
  • 8. Major Orchestration Stages • Service request and information gathering and validation • Composition/reservation including access control and SLA/policy enforcement • Deployment, including services registration and synchronisation • Operation including monitoring • Decommissioning and recycling February 13, 2012 8
  • 9. Benefits of Orchestration • Orchestration function allows the logic involved in interacting with multiple external systems to be isolated into separate workflows − These workflows can be redeveloped without the service request/service access logic being modified • Orchestration function acts as a co-ordination and management hub that both enables and controls the use of disparate systems, enable incorporation of Dell systems into and their reuse by other services • Orchestration function can be involved in resource provisioning if required or this function can be performed by the services provision platform if it incorporate this functionality • Specialised orchestration function allows activities to be automated as much as possible, reducing operating costs • Specialised orchestration function allows changes to be implemented quickly to reflect the dynamic nature of services February 13, 2012 9
  • 10. Benefits of Orchestration • Orchestration function allows the decision on implicit or explicit resource provisioning to be modified, either globally or for specific users, types of requests or types of services or any combination of these deciding factors • Orchestration function can support multiple different workflows of different types and functions that can be used by multiple systems • Steady-state operation of the underlying services infrastructure needs to be managed in a structured way using standard IT service management processes such as: − Incident Management − Request Fulfillment − Problem Management − Release and Deployment Management − Service Asset and Configuration Management − Change Management − Knowledge Management − Service Level Management − Event Management February 13, 2012 10
  • 11. Generalised Services Architecture Service Service Service Demand Service Presentation and Access Layer Delivery Service Service Resource Provision Manage Governance Management Supply Service Platform and Resources February 13, 2012 11
  • 12. Generalised Services Architecture • Services architecture will consist of three functions 1. Demand for and usage of services, both existing and new 2. Delivery of services, both existing and new 3. Supply of services, both existing and new February 13, 2012 12
  • 13. Generalised Services Architecture - Detail User Services Services Management Services Service 1 Service 2 Operational Business Service Usage/ Support Support Service Integration and Services Services Creation Access Tools Service 3 Service 4 Infrastructure Security Resilience Consumability Access and Event Service Resilience Ease of Doing Identity Data Resilience Adaptability Management Assurance Compliance Business Management Resilience User Data Resilience Ease of Security Policy Governance Policy Experience Protection Configuration Operations Management Management Threat and Availability/ Security Data Policy Resilience Ease of Vulnerability Continuity Enforcement Enforcement Monitoring Integration Management Management February 13, 2012 13
  • 14. Operational Support and Business Support Services • Within a services context , Operational Support Services (OSS) refers to internal systems that maintain details of services, orchestration, provisioning, managing service delivery, service assurance, customer service • Business Support Services (BSS) refers to customer facing systems such as order management, revenue management, metering and usage management, pricing and billing management and customer management − Orchestration function can be used to interact with the BSS functions where these are provided by existing systems • OSS and BSS are terms borrowed from the Telecoms industry which is close to the service model many services companies are looking to implement February 13, 2012 14
  • 15. Operational Support and Business Support Services Management Services Operational Support Services (OSS) Business Support Services (BSS) Service Service Service Customer Service Opportunity Delivery Automation Request Account Offering Management Catalog Management Management Management Catalog Image Configuration Lifecycle Service Contracts and Change Order and Asset Management Offering Agreement Management Management Management (Release and Management Management Deployment) Resource Incident Problem Subscription Entitlement Pricing Provisioning Management Management Management Management Monitoring IT Asset and Capacity and Clearing and and Event License Performance Metering Billing Settlement Management Management Management Continuity and Platform Accounts Availability Management Payable Management February 13, 2012 15
  • 16. Functional Layers Between the Consumers of Services and the Underlying Resources Service Consumers Applications and Services Orchestration Function Service and Related Management Systems Service Internal Provisioning Function Resources February 13, 2012 16
  • 17. Functional Layers Between the Consumers of Services and the Underlying Resources • Service Consumers – these are the users (such as customers) of the service to whom resources will be allocated and whose request to access services will trigger orchestration and provisioning activities • Applications and Services – these are the customer-facing set of applications and services that customers will use to request access to services and then access and use those services • Orchestration Function – this is the orchestration facility that will co-ordinate the workflows that deliver on the processes relating to service access requests • Service and Related Management Systems – these are the service platforms and their external and internal management functions that will be used by service consumers • Service Internal Provisioning Function – these are the internal resource allocation/provisioning/management functions provided by the service platforms • Resources – these are the resources provided to the service platforms that are allocated to service users February 13, 2012 17
  • 18. Functional Layer Interfaces Service Consumers Applications and Services 1 Orchestration Function 2 Service and Related Management Systems 3 Service Internal Provisioning Function 4 Resources 5 February 13, 2012 18
  • 19. Functional Layer Interfaces 1. Applications and Services – the customer will request directly or indirectly applications and services and will need to be able to access resources directly 2. Orchestration Function – the orchestration function will need to allow triggering of workflows and will need to provide information on the status of initiated workflows 3. Service and Related Management Systems – the service platforms will need to allow access to the services they provide 4. Service Internal Provisioning Function – the service platforms will have internal resource allocation management functions that must provide the ability to be interfaced with 5. Resources – the underlying resources that comprise the services being managed and provided by the service platforms will need to be interfaced with for physical resource requests February 13, 2012 19
  • 20. Service Initial Request Functional Interaction Service Consumers 1 Applications and Services 2 Orchestration Function 3 Service and Related Management Systems 4 Service Internal Provisioning Function 5 Resources February 13, 2012 20
  • 21. Service Initial Request Functional Interaction 1. Service Consumers will interact with the Applications and Services to get initial access to services 2. Applications and Services will trigger a workflow in Orchestration Function to setup access rights in the required systems 3. The workflow initiated by the Orchestration Function will interface with Service and Related Management Systems to perform functions associated with initial access to services 4. One of the functions being interfaced with Service and Related Management Systems will be the Service Internal Provisioning Function for the platform to which access is requested 5. The Service Internal Provisioning Function will interface with the physical Resources that comprise the infrastructure where the services reside February 13, 2012 21
  • 22. Service Ongoing Usage Functional Interaction Service Consumers 1 Applications and Services 2 Orchestration Function Service and Related Management Systems 3 Service Internal Provisioning Function 4 Resources February 13, 2012 22
  • 23. Service Ongoing Usage Functional Interaction 1. Service Consumers will access services using the Applications and Services 2. The Applications and Services layer will communicate directly with the Service and Related Management Systems to access resources and to modify (increase, decrease) the volume of resources being consumed 3. The Service and Related Management Systems will interface with Service Internal Provisioning Function to allocate/deallocate resources in response to implicit or explicit usage requests 4. The Service Internal Provisioning Function will interface with physical Resources that comprise the infrastructure where the services reside February 13, 2012 23
  • 24. Service Ongoing Service Management Functional Interaction 3 Service Consumers Applications and Services Orchestration Function 4 Service and Related Management Systems Service Internal Provisioning Function Resources 1 2 Service Management February 13, 2012 24
  • 25. Service Ongoing Service Management Functional Interaction • The Service Internal Provisioning Function may interact with the Service Management function to provide details on resources that are being provisioned (allocated) to feed into processes such as capacity planning, change management, configuration management and others • The Resources function may also interact with the Service Management function to provide details on resources that are being provisioned (allocated) to feed into processes such as capacity planning, change management, configuration management and others • The Service Management function may trigger workflows within the Orchestration Function in response to changes in status of the Resources, such as capacity planning, change management, configuration management and others • Service Consumers may also interact with the Service Management function to initiate processes such as incident management, problem management and others February 13, 2012 25
  • 26. Orchestration Process View Users User Directory Opportunity Management 1 2 4 Service Orchestration Self Service Portal Services Catalog Catalog Credit Management 3 8 9 Orchestration Function Compliance Management 10 5 Platform/ Service Orchestration Activity Agreement Database Management 6 Platform/ Service Entitlement Provisioning Engine Management 7 Service Resource Service Resource Service Resource Component 1 Component 1 Component 1 Billing Management February 13, 2012 26
  • 27. Orchestration Process View • The user accesses services interface and completes the required information in order to get access • The user details are entered into a user directory • The services available will be displayed from some form of services catalog. This may or may not be a formal services catalog and may be implemented differently • Associated with each service, there will be an orchestration workflow (or workflows) defined • The services portal will enable access to the requested service using functions provided by the services platform • The services platform will perform resource provisioning in response to service usage. This provisioning will be implicit and will not require the involvement of the orchestration function • The provisioning component of the services will interact with the resources contained at the infrastructure layer and will allocate resources in response to service usage • The interface will initiate the workflow within the orchestration function associated with enabling access to the requested service • The workflow being executed by the orchestration function will access the required external systems and applications and perform the required functions • The orchestration function will log and record its activities February 13, 2012 27
  • 28. User Lifecycle Management 9. Analyse Service 10. Manage Service And Ensure Level Agreements Alignment With (SLAs) Service Levels 8. Collect, Analyse, Report And Bill Based On Service Services Platform Usage And Agreed Billing Plan Services 7. Realtime Management And 1. Request Service 3. Provision Service Consolidation Of Events Associated With Service Operational Business Support Support Services Services 2. Integrate With 6. Monitor Service Service Function and 4. Integrate With Delivery and Asset and Physical/Virtual Operation and Configuration Resources Generate Alerts Management 5. Discover and Track Configuration and Changes February 13, 2012 28
  • 29. Use Cases Across the Life of the Customer’s Use of Services 1. Request Service – the user requests the service and goes through the various stages and steps involved in being able to use the service: service selection, credit check, compliance check, tax calculation, bill plan creation, agreement and entitlement creation and order 2. Integrate With Service Desk and Asset and Configuration Management – a new user will be notified to the service management system and their resource usage will be flagged within asset and configuration management 3. Provision Service – the service platform will allocate resources in response to usage requests from the customer 4. Integrate With Physical/Virtual Resources – the resource allocation/provisioning function within the service platform will integrate with the physical and virtual infrastructure layer to allocate resources 5. Discover and Track Configuration and Changes – as resources are allocated and deallocated dynamically, the configuration of the underlying resources will be discovered and tracked 6. Monitor Service Delivery and Operation and Generate Alerts – the operation and delivery of the overall service (to all customers) will be monitored and alerts will be generated in response to potential issues that need to be investigated and resolved 7. Realtime Management And Consolidation Of Events Associated With Service – events will be received in realtime from the service and its constituent components, consolidated if required and appropriate and handled and managed 8. Collect, Analyse, Report And Bill Based On Service Usage And Agreed Billing Plan – usage data will be collected, analyzed, be available for reporting and customers will be billed based on agreed billing rates 9. Analyse Service And Ensure Alignment With Service Levels – the overall service will be analyzed to ensure an appropriate level of service is being provided 10. Manage Service Level Agreements (SLAs) – individual service level agreements, if they exist and are offered will be monitored February 13, 2012 29
  • 30. Extended Customer Services Lifecycle Pricing and Review/ Opportunity Configuration Credit Check Quotation Approve Management Compliance Agreement Entitlement Bill Plan Tax Calculation Check Creation Creation Creation Access Rights Sell/Order/ Resource Accounting/ Cancellation Creation Trial Provisioning Billing Initial Warranty Customer Service Proactive Convert Trial Support Service Management Support Usage Penalties/ Modify Consumption Recurring Billing Upsell Service Credits Entitlement Collection Change (Add/ De-commission Delete/ Terminate Disposal of Data and Reuse Remove) February 13, 2012 30
  • 31. Customer Service Provider Service Strategy Service Design Demand Management Information Financial Projects Security Management Management Service Portfolio Management IT Service Continuity Service Transition Management Strategy Service Management Transition Assurance Planning and Support Capacity Service Operation Change Management Management Event Validation and Management Testing Service Availability Problem Management Asset and Management Management Configuration Incident Management Management Release and Service Level Deployment Users Management Request Operational Knowledge Fulfilment Activities Management Service Service Catalog Supplier Access Evaluation Management Management Management Continual Service Improvement Service Service Service Improvement Reporting Measurement February 13, 2012 31
  • 32. Service Management Architecture Incidents and • In terms of Problems service management, the orchestration function can co- Service ordinate the Actions and Orchestration Management Events Function integration of Platforms the services platform acting as an centralised hub Integrated View of Services February 13, 2012 32
  • 33. Orchestration Emerging Standards and Initiatives • OASIS (Organization for the Advancement of Structured Information Standards) − Topology and Orchestration Specification for Cloud Applications (TOSCA) • http://www.oasis-open.org/committees/tc_home.php?wg_abbrev=tosca • http://tosca-open.org/ • http://www.tosca-open.org/downloads/TOSCA%20-%20Spec%20Draft%20-%20V0.8.2-C2.pdf • GEYSERS Project - Generalised Architecture for Dynamic Infrastructure Services − http://www.geysers.eu/ • Unibus − www.mathcs.emory.edu/technical-reports/techrep-00230.pdf − www.mathcs.emory.edu/uploaded-files/RPT-00195.pdf • GEMbus − http://www.geant.net/Research/Multidomain_User_Application_Research/Pages/GEM Bus.aspx • Infrastructure Services On-Demand Provisioning Research Group (ISOD-RG) − http://www.ogf.org/gf/group_info/view.php?group=ISOD-RG February 13, 2012 33
  • 34. More Information Alan McSweeney alan@alanmcsweeney.com February 13, 2012 34