CIM2331: Considerations for Service Catalog Design When Using Self-Service Portals<br />Adam Hasner & Sam Garber<br />Virt...
A little about the presenters…<br />Adam is also currently a Virtualization Practice Lead in Dell’s Global Infrastructure ...
3<br />A Self-Service Portal should enable the consistent delivery of Service Catalog items through the use of automation ...
4<br />AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities 5. An Example6. ...
Automation impacts 8areas of IT Excellence<br />5<br />Service Design<br />Continual Process Improvement<br /><ul><li>Supp...
Service Level Management
Service Catalog Management
Availability Management</li></ul>Transformation Planning <br />Organization and Skill Development<br />Life Cycle Manageme...
6<br />Self-Service Portals<br />Future<br />Current<br />Custom Solutions<br />Extendable<br />Simple<br />New Features<b...
7<br />AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities 5. An Example6. ...
A Service Catalog Can be Diverse<br />8<br />Automation of business workflows, approvals, and tasks<br />Which ones are Au...
Self-Service Should Not be a Free-For-All<br />9<br />GOVERNANCE<br />Manual Intervention<br />Fully Automated<br />Custom...
Service Catalog Basics<br />A Service Catalog contains Service Descriptions that clearly articulate:<br />What it is<br />...
11<br />AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. ...
12<br />How do we create an Effective Service Catalog so that it can be Automated through Self-Service?<br />
Requirements Gathering<br />It is critical to ask the right questions of the right people (your customers):<br />What they...
What Questions to Ask your Stakeholders?<br />After conducting hundreds of group and one-to-one interviews, we found these...
BuildFramework</li></ul>And the list goes on…<br />
15<br />AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. ...
16<br />A Self-Service Portal should enable the consistent delivery of Service Catalog items through the use of automation...
What can be delivered?What can we agree to?<br />Deliver NOW - grow into the future:<br />Simplify IT<br />Tried & true pr...
Operationalize<br />Leverage Existing  Enabling Technologies<br />What other automation tools can be utilized?<br />Integr...
19<br />AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. ...
This is the type of view that the end-customer sees and cares about…<br />20<br />But underneath lies complexity…<br />
21<br />Clearly Articulate The Business Delivery and Impact<br />The Business Cares About the Service<br />Business Servic...
22<br />AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. ...
23<br />A Self-Service Portal should enable the consistent delivery of Service Catalog items through the use of automation...
Define the Problem<br /><ul><li>Building new servers
Loading/Reloading OS
Cloning Production to development
Maintain Process (OS, Backup, IP, etc.)
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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
  • Considerations for Service Catalog Design When Using Self-Service Portals - VMworld 2011

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

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