Orchestration and provisioning architecture for effective service management

Orchestration and ProvisioningArchitecture for EffectiveService ManagementAlan McSweeney

Orchestration and Provisioning and ServiceManagement• 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, coordination 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 coordination 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 ofServices 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 ofServices 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 Interfaces1. Applications and Services – the customer will request directly or indirectly applications and services and will need to be able to access resources directly2. Orchestration Function – the orchestration function will need to allow triggering of workflows and will need to provide information on the status of initiated workflows3. Service and Related Management Systems – the service platforms will need to allow access to the services they provide4. Service Internal Provisioning Function – the service platforms will have internal resource allocation management functions that must provide the ability to be interfaced with5. 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 Interaction1. Service Consumers will interact with the Applications and Services to get initial access to services2. Applications and Services will trigger a workflow in Orchestration Function to setup access rights in the required systems3. The workflow initiated by the Orchestration Function will interface with Service and Related Management Systems to perform functions associated with initial access to services4. 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 requested5. 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 Interaction1. Service Consumers will access services using the Applications and Services2. 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 consumed3. The Service and Related Management Systems will interface with Service Internal Provisioning Function to allocate/deallocate resources in response to implicit or explicit usage requests4. 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 FunctionalInteraction 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 FunctionalInteraction• 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 ofServices1. 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 order2. 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 management3. Provision Service – the service platform will allocate resources in response to usage requests from the customer4. 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 resources5. Discover and Track Configuration and Changes – as resources are allocated and deallocated dynamically, the configuration of the underlying resources will be discovered and tracked6. 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 resolved7. 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 managed8. 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 rates9. Analyse Service And Ensure Alignment With Service Levels – the overall service will be analyzed to ensure an appropriate level of service is being provided10. 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 MeasurementFebruary 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

Orchestration and provisioning architecture for effective service management

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