06 effectively managing_cloud_services_in_five_steps

TRANSFORM:
HP Business Service Management (BSM)—Effectively Managing Cloud Services in Five Steps
Kalyan Ramanathan
Director, Business Service Management
September 9, 2010

What Is Needed to Effectively Manage Cloud IT Services?
Next-generation IT Operations Solutions Requirements
Accurate understanding of dynamic cloud service
Extend current solutions and maximize existing investments
Manage cloud service performance to SLA’s
Automate service operations
Right data, right team, right context

Effectively Managing Cloud Services in Five Steps
Manage the “black box” cloud service
1
Manage the cloud service infrastructure
2
Manage the end-to-end cloud service
3
Automate cloud service operations
4
Improve team efficiencies with advanced collaboration
5

1
Manage the “Black Box” Cloud Service
Infrastructure agnostic end-user experience and SLA management
Users
Public Cloud
(IaaS, PaaS, SaaS)
Business Impact
Service Level Tracking
Performance & Availability Over Time
Private Cloud
(IaaS, PaaS, SaaS)
Seamless private, public, outsourced service mgmt
Real time and historical
SLA management
Synthetic and real user performance monitoring

Manage the Cloud Service Infrastructure
2
Discover, monitor performance, remediate across all major virtualization vendors/technologies
Hypervisor View
Application View
Users
Public Cloud
(IaaS, PaaS, SaaS)
HP BSM
Virtual Server View
Network Virtual Switch View
Virtual Service
Private Cloud
(IaaS, PaaS, SaaS)

2
Seamless Cloud (Public, Private) Infrastructure Management
Manage ALL cloud and virtualized resources – i.e. internal as well as external
EnterpriseOn-Premise
HP BSM
End User Experience, Transaction, Infrastructure Monitoring
Secure, seamless Access
Private Cloudoff premise
(IaaS, PaaS, SaaS)
Public Cloudoff premise
(IaaS, PaaS, SaaS)
Virtual Service
Firewall friendly protocol
Agent/Agentless monitoring
Discover, map, monitor, remediate

3
Manage the End-to-end Cloud Service
Run-time Service Model: Comprehensive, automated and up-to-date service view
Cloud service
Run-Time
Service Model
On-premise service
Virtual infrastructure
Integrated
Federated
3rd party CMDB
HP CMS
Create Service Map : 1 week+ (Manual)  1 hour (BSM)
Maintain Service Map: 1 week+ (Manual)  Near real time (BSM)

Manage the End-to-end Cloud Service with an HP Run-time Service Model
3
Identify, Prioritize, Analyze, Resolve events and incidents faster
Impacted service
USER EXPERIENCE
IT Service performance
Exchange app
web server
APPLICATIONS
active directory
VM
VM
VM
VIRTUALINFRASTRUCTURE
hypervisor
physicalhost
PHYSICALINFRASTRUCTURE (server , network, storage)
Prioritized Issue

Manage the End-to-end Cloud Service with a Consolidated Operations Bridge
3
Application Performance Mgmt
Cross-tier App, Server, network events
Consolidated
Operations Bridge
Event and Perf. metrics
3rd party
Monitoring solutions
Run-Time
Service Model
Topology based event correlation
Infrastructure Mgmt
Enhanced cross-tier troubleshooting (topology based correlation)
Consistent & automated processes

4
Automate Cloud Service Operations
Automate event detect-troubleshoot -resolve process
Consolidated Service Event and performance view
CONSOLIDATE ENRICH CORRELATE PRIORITIZE DIAGNOSE REPAIR
Run-timeservice model
Integrated to Incident/change mgmt process
RBA driven auto-remediation
Integrated RBA Enrichment
Cause
Automated diagnostic solutions
Cause & Symptom
Business Impact
driven prioritization
Symptom
Automatic Prioritization
Topology based correlation
Topology based
event correlation
MTTR: 10+ hrs  1hr

Automate Cloud Service Operations: A Use Case
4
2
1
Consolidated Operations (Application, physical & virtual infrastructure events)
APM/BAC proactively identifies issue with virtualized online banking service
Cause
3
4
Resolve the VM issue with OO workflow
Topology based event correlation isolated problem to the hypervisor
Symptom

Improve Team Efficiencies with Advanced Collaboration
5
Personalized views built on a single source of truth
Line of Business ExecutiveSLA View
Tier 1 Application Support
Transaction and application performance view
Tier 1 NOC Operator Consolidated Event Console
BSM
Tier 3 Virtualization Operator
Virtual infrastructure performance view
Tier 3 Network Support
Network performance view
Mobile consoleFull BSM view
IT Operation personnel/incident: 20+  4

Improve Team Efficiencies with Advanced Collaboration
5
Facilities contextual collaboration
Minutes to
create views
Integrate HP BSM &
3rd party data

Cloud Client: Real World Success with HP BSM
Large IT manufacturer using Google Mail, Salesforce CRM, internal IT services
Initial Challenge:
Unsatisfactory performance and availability of both on-premise and Cloud applications
Solution:
Integrated HP BSM (Application Performance Management, Operations Manager) and HP ALM (Performance Center, Quality Center)
HP Business Service Management Results
Proactive Cloud Service Monitoring
True Application Lifecycle Management
APM Center of Excellence

Lynn said there was bullet alignment issue but I cannot see it
HP BSM9: Cloud-enabled Offerings
Manage the cloud from the cloud
HP Business Availability Center SaaS offering
Industry-leading SaaS Application performance management solution
9+ years of experience, 700+ Clients, proven ROI
HP CloudAssure for managing cloud–based services
SaaSoffering to manage cloud service security, performance and availability
End user experience and business process monitoring of IaaS, PaaS and SaaS cloud services
HP BAC Anywhere
Flexible BAC (point of presence/script) deployments anywhere on the cloud

Outcomes that matter.hp.com/go/cloudhp.com/go/BSM

06 effectively managing_cloud_services_in_five_steps

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