itSMF Spanish Conference Deck

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Session delivered at the 2010 itSMF Conference in Madrid Spain

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itSMF Spanish Conference Deck

  1. 1. Dibujando un buen futuro: Empezar focalizarnos en las Mejores Prácticas Robert E Stroud CGEIT itSMF International, ISACA, CA Technologies
  2. 2. 2V Congreso Nacional - Madrid 15 y 16 de Noviembre Disclaimers ITIL® is a registered trademark and a registered community trademark of the UK Office of Government and Commerce (OGC) and is registered in the U.S. Patent and Trademark Office. COBIT® is a registered trademark of ISACA DISCLAIMER CA nor it’s speaker warrant or guarantee the concepts or the accuracy of information provided herein. No part of this publication may be reproduced in any form by print, photo print, microfilm or any other means without written permission by CA.
  3. 3. 3V Congreso Nacional - Madrid 15 y 16 de Noviembre Speaker Bio & Company Information  Vice President, Service Management Service Management and Governance Evangelist  15+ years Banking Industry  ITSM — Treasurer, itSMF International Executive Board itSMF USA Board of Directors — Former Director, itSMF USA — ITIL Project Board Member — ITIL V3 Advisory Group (IAG), Mentor, Reviewer and Contributor  IT Governance — International Vice President ISACAITGI — Chair COBIT Steering Committee — IT Governance Committee — Contributor to COBIT 4, 4.1, 5 and VAL IT — Contributor to Basel II Guidance  BLOG: www.ca.com/blogs/stroud
  4. 4. 4V Congreso Nacional - Madrid 15 y 16 de Noviembre cloud computing will be one of the tools to close the IT-business alignment gap 2003 - 2008 2008 - 2009 Previous Steady State Recession & Credit Crisis IT Budget & Resources IT Demand Growing Alignment Gap • Business demand outpacing IT budgets, resources • Business demand is outpacing traditional means of delivery • Business requires that IT ensure ability to deliver 2010 – the new normal
  5. 5. 5V Congreso Nacional - Madrid 15 y 16 de Noviembre we are seeing this every day Personal and organisational goals are merging
  6. 6. 6V Congreso Nacional - Madrid 15 y 16 de Noviembre World is changing rapidly  "You can't just say it. You have to get the people to say it to each other," says James Farley, CMO Ford  Gave away 100 Ford Fiestas to influential bloggers.  37 percent of Generation Y were aware of the Ford Fiesta before its launch in the United States  25 percent of Ford's marketing spend has been shifted to digital/social media initiatives  The only U.S. auto company that didn't take a government loan
  7. 7. 7V Congreso Nacional - Madrid 15 y 16 de Noviembre CIO role is transitioning Financial Transparency • Lower infrastructure costs (Capex) • Lower operations and energy costs (Opex) • Appropriate cost for the appropriate level of service Elasticity / Scalability • JIT Infrastructure - Capacity there when you need it • Ability to handle expected or unexpected changes in load • Achieve high business agility Speed to Market • Reduction of time to rollout new applications/services • Faster availability to customers High Performance Computing • Increased capacity from your current physical infrastructure • Avoid provisioning (and paying) for the peak • ―Infinite‖ computing capacity on demand
  8. 8. 8V Congreso Nacional - Madrid 15 y 16 de Noviembre The ever changing role of IT Primary Business Activities Internal Service Providers Customers External Service Providers
  9. 9. 9V Congreso Nacional - Madrid 15 y 16 de Noviembre Where are we moving
  10. 10. 10V Congreso Nacional - Madrid 15 y 16 de Noviembre Virtualization Life Cycle Journey Optimization Transformation Automation Assess, Migrate and Consolidate on Virtual Infrastructure Process Efficiencies with reduced risk and administrative costs Prepare for a dynamic datacenter, cloud Gain visibility and control for performance and capacity optimization including fault resolution Consolidation
  11. 11. 11V Congreso Nacional - Madrid 15 y 16 de Noviembre Virtualization Maturity Curve Consolidation • Consolidation • Business Continuity Optimization • Provisioning • Sprawl mgt • Performance monitoring • Capacity Planning Automation • Self-service • Process Automation • Resource Pooling • Burst to external cloud • Policy Transformation • Governance • Security • IaaS • Dynamic workload Mgmt • Federated Clouds 1 2 3 4 CAPEX OPEX SLA Agility Departmental Initiatives IT Operations/Datacenter Initiatives
  12. 12. 12V Congreso Nacional - Madrid 15 y 16 de Noviembre Capacity delivery - provisioning process Service Solution architected Search Hardware resources Funding Approval Order Process Server is racked and powered up Deploy Technology Stack Security Hardening Server to Development Ongoing Patching 11 22 Stack validated by Dev 33 44 55 66 77 88 99 1010 11 1212
  13. 13. 13V Congreso Nacional - Madrid 15 y 16 de Noviembre 3 clicks not 3 weeks  Lab consolidation — reduced lab locations by 19 — Average 800 concurrent, active virtual machines — >23,000 additional software pushes — 48,807 virtual machine provisions  Cost Savings — $6.5M in labor savings to date — Server utilization up 50% — Increased server to admin ratio by over 400%  Real estate savings — 19 locations closed, 15,904 sq ft reduction — $2.4 million projected 5 year savings — 2,330 machines relocated, ~ 50% virtualized in Q4  Automatic power-off between reservations — 450 metric tons of carbon reduction
  14. 14. 14V Congreso Nacional - Madrid 15 y 16 de Noviembre cloud computing definitions  Public cloud — In this scenario, an external vendor or cloud supplier hosts and manages the dynamic provisioning of the IT infrastructure to support a variety of consumers’ needs  Private cloud — Internal IT configuration that enables organizations to deliver services to their users — Thought to reduce security risks, ensure governance, and enable similar efficiencies that the public cloud offers  Hybrid cloud — Consists of a combination of public and/or private clouds used by a single organization  Community clouds — Refers to an up-and-coming cloud environment that is dedicated to supporting a specific group or industry vertical
  15. 15. 15V Congreso Nacional - Madrid 15 y 16 de Noviembre cloud computing - public Organizational Users SaaS Packaged Apps Google, CRM, SalesForce.com Public Cloud IaaS CPU Storage etc. Amazon, Rackspace etc PaaS Application Platform MS Azure, Google Subscribe to App Develop App Alternative Location of Resources
  16. 16. 16V Congreso Nacional - Madrid 15 y 16 de Noviembre Public Cloud cloud computing – partner/private Organizational Users Partner Cloud Applications with Limited Access Private Cloud Virtualized Servers Subscribe to App Alternative Provision of Resources
  17. 17. 17V Congreso Nacional - Madrid 15 y 16 de Noviembre cloud perspectives  Cloud provider — Manage highly virtualized resources to create the illusion of a single, unified resource to deliver elastic, scalable services  Cloud consumer — Consume applications, data, etc that are rapidly and dynamically provisioned as standard services Infrastructure Administration IT Cloud Catalog/Component Library
  18. 18. 18V Congreso Nacional - Madrid 15 y 16 de Noviembre silver lining Cloud Computing can jeopardize service delivery Service management is the silver lining to cloud – optimizing processes, while ensuring transparency
  19. 19. 19V Congreso Nacional - Madrid 15 y 16 de Noviembre from control to manage  Focus must transition from incident management and service desk to: — Quality — Security — Governance
  20. 20. 20V Congreso Nacional - Madrid 15 y 16 de Noviembre service management – fundamental building block  What services are available?  How are services performing overall?  How are services meeting service level agreements for quality, availability, user satisfaction?  How much do services cost from the design/ delivery and the subscription/consumption perspectives?  How quickly and easily can services be modified to meet evolving business needs?  How are services packaged (what are the base components) and delivered, provisioned and deployed?
  21. 21. 21V Congreso Nacional - Madrid 15 y 16 de Noviembre principle requirement is service management  Service-centric perspective — Planning — Resource allocation — CULTURE  Service request, subscription, provisioning, consumption monitoring processes  Capture and manage commitments | to the business  Service experience management
  22. 22. 22V Congreso Nacional - Madrid 15 y 16 de Noviembre management of demand is a fundamental requirement of great service management  Compare, prioritize, and optimize portfolio to support IT and business needs  Provide a mechanism to make and fulfill service requests  Manage the service value chain  New way of interacting with the consumers directly
  23. 23. 23V Congreso Nacional - Madrid 15 y 16 de Noviembre supplier management is critical  Shield from the complexity that goes into designing and delivering complex, multi-faceted services and focus on improved customer and end user satisfaction  Capture IT and vendor commitments and report on performance  Define, monitor, and report on service, system, cost, and consumption metrics  Understand the business expectations and translate into specific IT metrics, KPIs, etc to be aggregated
  24. 24. 24V Congreso Nacional - Madrid 15 y 16 de Noviembre COBIT Operational Compliance  Governance Framework  Certifiable  Defensible position with audit community (internal & external)  Predictable Risk Model  Operational Excellence TOGAF ADM ITIL ITIL Portfolio Mgmt. Enterprise Development Service & Support Corporate Governance of IT ISO 38500 Security ISO 27000 Service Management ISO 20000 Compliance Application Development Methodology COBIT
  25. 25. 25V Congreso Nacional - Madrid 15 y 16 de Noviembre Summary - A few words to review Emerging technologies represent a significant shift in how services will be sourced and delivered Collaborative relationships with service providers who deliver capabilities and resources through the evolving service supply chain IT organizations that do not have a clear service management strategy will NOT be in a position to effectively leverage cloud
  26. 26. 26V Congreso Nacional - Madrid 15 y 16 de Noviembre Positive customer experience your business lifeline! IT is critical to delivering a positive customer experience to drive revenue and growth. Business is Dependent on IT!
  27. 27. Insert your organization logo here 1.55‖h x 1.8‖w Contact details: • Dibujando un buen futuro: Empezar focalizarnos en las Mejores Prácticas Robert E Stroud CGEIT Robert.Stroud@ca.com +1 631 880 2544 Muchas gracias!

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