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CIS13: Cloud, Identity Bridges, and ITSM: Three is Not a Crowd


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Halim Cho, Director of Product Marketing, Covisint
The rapid adoption of cloud-based services and the increasingly compelling business advantages of a hybrid cloud strategy are presenting IT with new and unforeseen challenges around ITSM. In this session, Halim Cho will discuss these trends, technologies and challenges, plus he’ll share his thoughts on how identity bridges can help transform ITSM in a hybrid cloud environment. His presentation will cover three main topics:
1. The challenges: an overview of the most common architectural patterns seen in cloud adoption and the technical and operational challenges that each pattern raises.
2. The future: technical and operational reasons why the hybrid cloud is the most likely path enterprises will take.
3. The technology: a technical overview of the top technologies that identity bridges will be required to manage and integrate in order to meet the ITSM challenges of hybrid cloud adoption.

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CIS13: Cloud, Identity Bridges, and ITSM: Three is Not a Crowd

  1. 1. Halim Cho, Director, Product Marketing Cloud, Identity Bridges, and ITSM: Three is Not a Crowd
  2. 2. Covisint Overview •  Cloud platform enabling organizations with complex business relationships to streamline and automate external mission-critical business processes. •  Driven by the requirements for cloud computing and new models for organizations to engage with their customers, business partners and suppliers. •  Established leadership in the automotive and healthcare verticals – now expanding across multiple business segments. •  Robust platform-as-a-service (PaaS) solution proven with large scale industry deployments. •  Differentiated technologies in cloud-based identity management, integration and presentation.   “Covisint has been a visionary in leveraging the Cloud” “Covisint is a Cloud Computing Pioneer” “In a league of their own with no direct competitors”
  3. 3. Covisint Evolution 20112010200920082007200620052004200320022001 Compuware acquires Covisint Deploys platform in healthcare industry 2000 BORN: $500M investment in core platform CONSORTIUM: GM, Ford, Chrysler, Nissan, Renault and Peugeot Adds APAC Office: Shanghai, China Deploys platform in oil & gas industry Deploys platform across global automotive supply chain – largest B2B exchange in world Platform positioned strategically to capitalize on cloud computing surge Continual investment in core platform – enhancing IDM capabilities, and implementing mobile and analytic technologies – continuous modernization of platform 2012 BORN OF THE BUBBLE LEADER IN THE CLOUD 2013 Over 13 Years of Innovation and Investment
  4. 4. Topics •  The challenges ITSM is currently facing due to the rapid adoption of cloud-based services. •  Why Hybrid Cloud will be with us for the foreseeable future. •  What technologies Identity Bridges must have to aid the transition of ITSM to the Hybrid future.
  5. 5. Challenges
  6. 6. Factors shaping IDaaS and cloud Changes in financial models Changes in business models Changes in technology Changes in IT roles Changes in the workforce Changes in society Changes in operations IAM and Cloud
  7. 7. Principal factors Changes in technology Changes in business models Changes in workforce Change in ITSM
  8. 8. What is ITSM? Five different lifecycles ranging from real time to multiple years Service Operation Service Transition Continual Improvement Service Strategy Service Design
  9. 9. Changes in business models Technology integration drives new business models. MOBILE MANUFACTURING HEALTH INSURANCE NFC payments Square Manufacturing as a service Pricing based on behavior
  10. 10. Changes in technology 2005 2010 2013 2014 202020152011 2012 350M ENTERPRISE USERS IN MOBILE CLOUD3 8.7B Internet connected devices2 Revised to 12.5B in 20134 50B “Things” connected to the Internet4 Human kind creates 150 exabytes of data1 150M ENTERPRISE USERS IN MOBILE CLOUD3 1)  “The data deluge: Businesses, governments and society are only starting to tap its vast potential,” The Economist, Feb. 25, 2010. 2)  Cisco, “The Internet of Things: How the Next Evolution of the Internet is Changing Everything” 2011-04 3)  Juniper Research, “Mobile Security ~ Safe and Secure Devices” 2012-08-06 4)  Cisco, “The Internet of Things” 2013-07-01
  11. 11. Changes in workforce •  Social media and consumerization of IT. –  Instant connections to customers, partners & employees. –  End users select technology for business-critical devices. •  Everything as a service.
  12. 12. The Cloud
  13. 13. Cloud brings gray skies •  Despite the advantages of going to Cloud applications and platforms, there are some disadvantages in that some changes must take place: •  Capacity Management. •  How are costs calculated? •  Change Management process. •  Does the CSP need to include customers? •  Support. •  Will this be transparent to your customer or will you be leveraging a cloud based service for Level 1? •  What changes for your Level1 support model? •  Do their contact points change? •  Do they have access to any new tools? •  How will they escalate? •  Security Management. •  How will the cloud impact your process of command and control. •  Notification. •  Event correlation. •  Tracking.
  14. 14. Touch points Operational SLA’s Operations Technology Value Financial Measures Liability Event/Incident Management CLOUD SERVICE Technology Innovation Implementation /Adoption Operational Integration Managing Security IT CUSTOMER CIO LEGAL CFO Governance Procurement ITSM Non-ITSM
  15. 15. Why Hybrid cloud?
  16. 16. Cloud is a driver of IT transformation Focus on transformation (As-Is) Current state Focus on Optimization (do better what we do) STRATEGIC DIMENSION TACTICAL DIMENSION AUTOMATION CONSOLIDATE MODULARIZE STANDARDIZE Bringing it together •  Efficiency •  Quality •  Speed SERVICE TRANSFORMATION (increase flexibility, ability to adapt) (TO-BE) FUTURE STATE SIMPLIFY
  19. 19. NIST definition of SaaS “The capability provided to the consumer is to use the provider’s applications running on a cloud infrastructure. The applications are accessible from various client devices through a thin client interface such as a web browser (e.g., web-based email). The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, storage, or even individual application capabilities… with the possible exception of limited user-specific application configuration settings.”
  20. 20. Traditional Public/Private or Hybrid Enterprise Data Centers Enterprise #1 Traditional IT & Public Cloud BO/HO EXTERNAL Public Cloud SaaS Engines Virtualized Apps SAP cluster Hosted UC Virtual Desktop INTERNAL Hybrid Cloud Extending Private Resources #1 SaaS Access Leasing Public Resources #3 Virtual Private Cloud #3 #3 Private Cloud #2   Enterprise #2 Private Cloud Enterprise #3 Hybrid Cloud Cloud Aware Network BO/HO Enterprise VPN BO/HO Enterprise VPN
  21. 21. The issues involved •  Control. –  Compliance. –  Privacy. •  Planning. –  Cannot use traditional “Build what I design” approach. •  Predictability. –  Newness of Cloud prevents clarity of demand and consumption, which is a limiter of adoption due to financial unpredictability. •  Portability. –  Data portability. –  SLAs and vendor lock-in.
  22. 22. 100% Cloud is not feasible, for now… •  Enterprises are going to keep their “systems of record” within their four walls (either virtual or physical). •  The authoritative sources of critical or private information can reside in the cloud for maximum extensibility to other SaaS or cloud services.
  23. 23. Hybrid concept SaaS PaaS IaaS XaaS DATA ENTERPRISE IT CLOUD SERVICES
  24. 24. Identity Bridges
  25. 25. What is this? •  An on-premises physical or virtual appliance •  Enables users, applications and identity services across the hybrid cloud •  Can be unidirectional or bidirectional: –  To the cloud (outbound) –  From the cloud (inbound) - Mark Diodati, “Identity Bridges: Uniting Users and Applications Across the Hybrid Cloud” 2012-06-22
  26. 26. Some additional qualities •  Externalization of enterprise IDs. •  Externalization of authorization. •  Open standards. –  Communication to the cloud should be non-proprietary. •  Extensible. –  Should be able to support multiple standards easily. –  Should be able to bind to multiple types of user registries and sources of authorization. •  Should provide open API interfaces for integration with on-premise ITSM tools.
  27. 27. Why these qualities? •  Externalization of enterprise IDs. –  This makes SaaS more consumable since IDaaS becomes the Cloud user registry.
  28. 28. Why these qualities? •  Externalization of authorization. –  This externalizes enterprise authorization decisions and allows reduction of risk in ITIL service management terms.
  29. 29. Why these qualities? •  Open standards. –  Communication to the cloud should be non-proprietary. •  This ensures Cloud portability to facilitate risk reduction in terms of SLA management.
  30. 30. Why these qualities? •  Extensible. –  Should be able to support multiple standards easily •  No one has a crystal ball so any standard, may or may not gain traction. –  Should be able to bind to multiple types of user registries and sources of authorization. •  Your ITSM planning may determine that user provisioning is not going to occur from Active Directory, but another user kind of user registry.
  31. 31. Why these qualities? •  Should provide open API interfaces for integration with on-premise ITSM tools. –  The Identity Bridge is a bridge for ITSM processes and your on-premise ITSM tools need somewhere to integrate with the Cloud service. –  Open APIs can also be used for performance and SLA monitoring of the IDaaS. –  This is particularly true if your IDaaS is the hub for your SaaS management strategy.
  32. 32. Identity Bridges and ITIL service strategy •  Portfolio Management. –  IDaaS is key to adoption of SaaS since it provides for Security management in terms of externalizing authorization and enterprise identity. –  IDaaS with an Identity Bridge becomes the common central repository during the Hybrid phase of cloud adoption, which paves the way for full Cloud adoption.
  33. 33. Identity Bridges and ITIL service strategy •  Demand Management. –  Identity Bridges ensure that enterprise ID counts and cloud ID counts are in lock step. –  Prevents orphan accounts from running up the bill. –  IDaaS, and hence other SaaS apps, become the “relying party” of enterprise ITSM practices.
  34. 34. Identity Bridges and ITIL service strategy •  Financial Management. –  Identity Bridges, as part of an intelligent IDaaS implementation, provides an external hub for integration and adoption of other Cloud services. –  Reduces costs by removing an external service delivery agent for each additional Cloud service.
  35. 35. NIST definition of Hybrid cloud “The cloud infrastructure is a composition of two or more clouds (private, community, or public) that remain unique entities… but are bound together by standardized or proprietary technology… that enables data and application portability (e.g., cloud bursting for load-balancing between clouds).”
  36. 36. “bound together…” •  Allows Enterprise IT to extend control to the SaaS model. •  Allows Enterprise IT to centrally manage SLAs to provision users (internal or external) to on-prem and SaaS services. •  Aids in moving Enterprise IT to transition to a service- centric, next-generation model of service management. •  Moves to extend service request lifecycle to include SaaS services. •  Helps Enterprise IT mature service operations in terms of optimum usage of available resources and services.
  37. 37. Hybrid concept with Identity Bridge SaaS PaaS IaaS XaaS DATA ENTERPRISE IT CLOUD SERVICES ID BRIDGE
  38. 38. Questions?