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Considerations for Service Catalog Design When Using Self-Service Portals - VMworld 2011

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  • ITIL is a great place to start.It’s a great reference point.Most modern day SC’s are based on the premise of ITILITIL Service Design feeds directly into the 8 areas of IT ExcellenceThese 8 areas align well with and encapsulate the many specifics aspects of ITILThese will help drive the splash zonesfrom Self-Service automationA mutually appreciated frame of reference for IT/Business operations and investment partnership Consistent, repeatable service offerings and their requestable elementsDemonstrated business value of ITA basis for service based costing and recoverySupport for the automation of Request Fulfillment and service provisioning 
  • These are the traditional targets of Automation.Which ones have you added to your service catalog?Which ones have you automated?Which ones have you turned into self-service?
  • Automation does not mean lack of human involvement or non-existing governance.
  • Which Service Catalog items do we automate?Which ones are easy to automate?Which ones will return on the effort of automation?
  • Deliver results ASAP for realized value add, simplification of businessThe desire is that the service delivered is clearly and simply enabled. Grow into the more complex, inclusive, fully automated functions.Set customer expectations – SLA vs SLO.Not all organizations have SLA.. “a” usually indicates some level of protection of service to the customer. (pay back or something….)
  • VMware’s Product SuitevCloud DirectorvSphereViewConfiguration and Imaging tools such as AltirisAutomation tools such as MKS, Shell, BMC, TivoliWorkflow automation and business process integration tools such as Operations Manager or Dell’s Self-Service Creator
  • Future ProofCloud EnablementApplication ModernizationPhysical AND/OR VirtualReporting

Transcript

  • 1. CIM2331: Considerations for Service Catalog Design When Using Self-Service Portals
    Adam Hasner & Sam Garber
    Virtualization Practice Leads
  • 2. A little about the presenters…
    Adam is also currently a Virtualization Practice Lead in Dell’s Global Infrastructure Consulting Services group and has 17 Years in the IT Industry
    2
    @AHasner
    @SamGarber
    Sam is currently a Virtualization Practice Lead for Dell's Global Infrastructure Consulting Services group and has 11 years in the IT industry
  • 3. 3
    A Self-Service Portal should enable the consistent delivery of Service Catalog items through the use of automation and business workflow tools
  • 4. 4
    AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities 5. An Example6. Summary: How do we turn “it” on?
  • 5. Automation impacts 8areas of IT Excellence
    5
    Service Design
    Continual Process Improvement
    • Supplier Management
    • 6. Service Level Management
    • 7. Service Catalog Management
    • 8. Availability Management
    Transformation Planning
    Organization and Skill Development
    Life Cycle Management
    Systems Management
    Capacity Management
    Financial Management
    Configuration Management
    Security Management
  • 9. 6
    Self-Service Portals
    Future
    Current
    Custom Solutions
    Extendable
    Simple
    New Features
    Understandable
    Practical
    Inclusive
    Usable
    Financial Management
  • 10. 7
    AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities 5. An Example6. Summary: How do we turn “it” on?
  • 11. A Service Catalog Can be Diverse
    8
    Automation of business workflows, approvals, and tasks
    Which ones are Automated?Which ones stay manual?
    What are the dependencies?
    How many of these would a new employee onboarding process touch?
    Phone and Network Connectivity Services
    Reporting Services such as Demand Planning & Forecasting
    Monitoring and Alerting Services
    Datacenter Facility Support
    Mobile Device Management & Application Modernization
    End User Device Provisioning and Support
    Virtual Workload Management & Cloud Readiness
    Server Ordering and Deployment
  • 12. Self-Service Should Not be a Free-For-All
    9
    GOVERNANCE
    Manual Intervention
    Fully Automated
    Custom Service
    Prescribed Service
    Where is the perfect place to be?
    Automation does not mean a lack of human involvement or governance
  • 13. Service Catalog Basics
    A Service Catalog contains Service Descriptions that clearly articulate:
    What it is
    How much it costs
    The speed of delivery for the service
    The service level during operation
    Who is the intended consumer
    Value added to the business
    Description of the automation if present
    The list goes on…
    Which Service Catalog items do we automate?
    Which ones are easy to automate?
    Which ones will return on the effort of automation?
    10
  • 14. 11
    AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. Summary: How do we turn “it” on?
  • 15. 12
    How do we create an Effective Service Catalog so that it can be Automated through Self-Service?
  • 16. Requirements Gathering
    It is critical to ask the right questions of the right people (your customers):
    What they would like to do tomorrow, not just today
    What is needed to succeed in their goals?
    What do they do that is common and repetitive?
    Internally define the 60% adoption
    Balance:
    Resiliency
    Security
    Standards
    Performance
    13
    Cost and Complexity
    Performance
    Resiliency
    $
    EASY
    Standards
    Security
  • 17. What Questions to Ask your Stakeholders?
    After conducting hundreds of group and one-to-one interviews, we found these to be effective questions:
    VALUE
    What drives your Line of business (Speed, availability, capacity)?
    What does your line of business need? Why? Which Applications?
    Speed
    Consistency
    Availability
    FORECASTING
    How much “net new” or growth?
    How much development or change?
    QUALITY
    Do you receive the product you expect?
    Service support
    Time to Delivery
    Quality of Delivery
    Governance & Reporting
    What reporting would help you run your business better?
    14
    • Development
    • 18. BuildFramework
    And the list goes on…
  • 19. 15
    AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. Summary: How do we turn “it” on?
  • 20. 16
    A Self-Service Portal should enable the consistent delivery of Service Catalog items through the use of automation and business workflow tools
  • 21. What can be delivered?What can we agree to?
    Deliver NOW - grow into the future:
    Simplify IT
    Tried & true process
    Future-proofed and flexible
    Designed to meet the “Good-Enough”
    Addresses the “Why Not Now?”
    Why not at work?
    Why not with existing technology?
    17
    Set Expectations:
    SLA vs SLO
    Can the Business support it?
    Is it measureable?
    Delivered consistently?
    Reflect the value of IT and LOB?
    What can we already Deliver?
    “Figure how to make your infrastructure work”
    What Innovations are required for the future?
  • 22. Operationalize
    Leverage Existing Enabling Technologies
    What other automation tools can be utilized?
    Integrate multiple tool suites already used – or consolidate
    Use off-the-shelf Management Suites
    Use Configuration & Imaging tools
    Multitude of automation toolsets available
    Workflow automation where it makes sense
    Use Business Process Integration tools
    18
  • 23. 19
    AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. Summary: How do we turn “it” on?
  • 24. This is the type of view that the end-customer sees and cares about…
    20
    But underneath lies complexity…
  • 25. 21
    Clearly Articulate The Business Delivery and Impact
    The Business Cares About the Service
    Business Service
    DATABASE
    APPLICATIONS
    SERVER
    SERVER
    Network
    SERVER
    OS
    OS
    OS
    STORAGE
    STORAGE
    FIREWALL
    IP/NET
    ITSM
    CAPACITY
    SECURITY
    FINANCE
    LIFECYCLE
  • 26. 22
    AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. Summary: How do we turn “it” on?
  • 27. 23
    A Self-Service Portal should enable the consistent delivery of Service Catalog items through the use of automation and business workflow tools
  • 28. Define the Problem
    • Building new servers
    • 29. Loading/Reloading OS
    • 30. Cloning Production to development
    • 31. Maintain Process (OS, Backup, IP, etc.)
    • 32. Deliver product
    • 33. Comply with policy
    • 34. Balance
    Performance
    Resiliency
    How do we enable solutions that are ready for prime-time?
    Standards
    Security
    24
  • 35. Determine what “Good Enough” looks like
    Build a base automation model at better than 60% adoption rate
    Performance
    Resiliency
    • Simplify the Iterations
    • 36. Target the standards
    • 37. Govern adoption with Policy
    • 38. Behavior modification
    • 39. Who is the expert?
    Standards
    Security
    25
  • 40. Address the Outliers, Options, and don’t forget Custom Offerings
    26
    Dell Graphics Artist working on this
    Build Opt-In items that are “easily” maintained - should be standard and able to be mostly automated
    Performance
    Resiliency
    Opt-In Matrix:
    Standards:
    Performance
    • High CPU or Memory usage
    • 43. High Disk performance
    Resiliency
    • Site Recovery Manager (Define Standard)
    • 44. Storage Snapshots (Define Standard)
    Security
    • Extranet
    • 45. DMZ
    • 46. Specific External Compliance Audits
    Standards
    Security
  • 47. 27
    AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. Summary: How do we turn “it” on?
  • 48. How Do We Turn “it” On?
    Example: VMware’s vCloud Director or Dell VIS Self-Service Creator as enablers
    Ability to pre-package
    Uses known and proven datacenter technologies
    Ability to present service so that business can consume
    Things to consider when integrating it in your plan:
    Is it, in fact, the right solution?
    Does it cover the full scope?
    Workflow
    Business integration
    Will it address only virtualization based solutions?
    Will the business plan to use only vSphere as its Hypervisor?
    Food for thought:
    Complement strategy with solutions to address physical and enable consumer choice of hosting platform
    Look at solutions that can complement the self-service catalog to increase its adoption across a wider user base in the various business units it can serve
    28
  • 49. Questions &Answers
  • 50. Confidential
    30
  • 51. Thank You for coming to see us!