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