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VMworld 2013: SDDC IT Operations Transformation: Multi-customer Lessons Learned

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VMworld 2013

Bjoern Brundert, VMware
Valentin Hamburger, VMware

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VMworld 2013: SDDC IT Operations Transformation: Multi-customer Lessons Learned

  1. 1. SDDC IT Operations Transformation: Multi-customer Lessons Learned Bjoern Brundert, VMware Valentin Hamburger, VMware OPT4963 #OPT4963
  2. 2. 2 Agenda  The presenters  The VMware TAM Program  Cloud thoughts: Business & IT  Let‘s get started  Aligning operations  Lessons learned from multiple (TAM) customers  Additional material
  3. 3. 3 Caution - Real Life Content Most content in this presentation is based on real-life experience. It does not reflect just one or a few customer's situations but summarizes observations that have been made in the industry over the past few years. Consuming this content might lead to positive side-effects in your daily work.
  4. 4. 4 The Presenters Bjoern Brundert, Sr. TAM Valentin Hamburger, Sr. TAM
  5. 5. 5 The TAM Program @ VMware
  6. 6. 6 A Little Context  Virtualization has changed the face of IT in the past 10 years • Foundation for “Cloud Computing” (IaaS) • “Bottom-up” innovation (to make IT life easier) • Focus was/is mainly on cost reduction  SDDC (IaaS + PaaS) seems to be the logical next steps • But: its not just another name for automated Virtualization • Disruptive change in IT delivery • “Top-down” innovation (requested by the business) • “Cloud” is not primarily focussed on cost reduction, it’s about agility
  7. 7. 7 Server Virtualization Started a Transformation Journey
  8. 8. 8 SDDC thoughts
  9. 9. 9 SDDC Thoughts: Business & Internal IT  Multiple companies face the same business challenges today • Growth in the past few years • Looking for new markets and ways to expand business • New/more rapid customer interaction (Android/iOS Apps) • Benefits of “Cloud” are expected from internal IT  Internal IT • Acts often as Internal service provider • Challenging to react to business needs • Must maintain various security and compliance standards • Needs to keep up with growing service requests Image Source: http://geekandpoke.typepad.com/geekandpoke/cloud/
  10. 10. 10 Business Expectations BUs want more flexible / faster IT (don’t care about technology) CxO Level pushes Cloud move Short notice service provisioning and decommissioning On-demand model to react to market changes Receive new services as simple / quick as possible
  11. 11. 11 IT Reality Use existing processes and tools to deploy VMs Windows team manages the "cloud" additionally Ressources are handled as with the existing vSphere environment No changes to existing services / apps for running in the Cloud VMs / Services need to be requested using the same process as for vSphere today
  12. 12. 12 Let’s Get Started
  13. 13. 13 Self-Assessment  What to self-assess? • Processes • Team • Requirements & Expectations • Operations  Work together with a partner • Provides an "outside" view • Knows other implementations and gives guidance • Draws in additional departments  Reassure if the business case is commonly understood • Ask the business units / internal customers • Note the important "must have" requirements vs. "nice to have" or "cosmetic” People ProcessesTechnology
  14. 14. 14 Service Deployment Dependencies Infrastructure Storage OS Network Service Deployment Security Application
  15. 15. 15 VM Deployment in 5 minutes Service Need Translate to Service Config Request Service Service Approved Translate to VM Config Request / check storage space Request / check network Request / check Security Create VM Install VM OS Configure OS corporate std. Install Application / Service Configure Service Service Deployed 5 Minutes 1 Day 1 Day 2 Days 1 Day 4-6 Days 4-6 Days 1 - 2 Weeks 1 Hour 1 Day 1 Day 1 - 2 Days 2 Days
  16. 16. 16 VM Deployment in 5 minutes Service Need Translate to Service Config Request Service Service Approved Translate to VM Config Request / check storage space Request / check network Request / check Security Create VM Install VM OS Configure OS corporate std. Install Application / Service Configure Service Service Deployed 5 Minutes 1 Day 1 Day 2 Days 1 Day 4-6 Days 4-6 Days 1 - 2 Weeks 1 Hour 1 Day 1 Day 1 - 2 Days 2 Days
  17. 17. 17 Information gathering  Work together with other departments • What are their biggest challenges? • What tools are they using? Any changes planned here?  Visualize your processes and dependencies  Identify recurring tasks, work packages, etc.  Document requirements and dependencies for applications  Standardization is key to success, but they still needed to maintain some individual builds
  18. 18. 18 Standardization  Why standardize? • Speed up deployment • Streamline Day 2 Operations • Working with less adhoc service delivery requests  Rethink current installations • Identify automation/standization potential • What standards are already used? • Can they be further simplified?  Think big - start small • Identify “Quick Wins” • Most common tasks • Most common deployments • Apply a 80/20 approach • 80% of services may be easily standardized • 20% of services may be difficult to standardize • Question existing implementations and reassure if they are required Integration Automation Standardization
  19. 19. 19 Automation  Automation empowers SDDC • Is key in providing fast deployments • Goes hand in hand with integration • Decouples service deployment and manpower  Recommendations • Define major processes to automate • Again, define required vs. nice to have automation • Quick wins are important - start simple • Make sure all needed parties are within the automation team Integration Standardization Automation
  20. 20. 20 Integration  Integration is key • Leverages automation and standardization • Is needed for a seamless user experience  No more manual Documentation • Identify required systems to integrate • Define required vs. nice to have integration  Think big - start small • Quick wins are important • Make sure all needed parties are part of the Integration team Automation Standardization Integration
  21. 21. 21 Integration example: Deployment User Portal Approval Orchestration Cloud Layer Infrastructure $ $ $ $ $ $ Chargeback / Billing Technical Approval OS Updat es CMDB ITSM External Billing Link VM Chargeback data is provided out of the cloud for external billing systems Technical and business / budget approval is integrated
  22. 22. 22 Integration example: Operations Open a Change in ITSM tool Notify NOC about adhoc activity (mail, message, etc) Perform actual activity (shut down/reboot) Close Change in ITSM tool
  23. 23. 23 Aligning Operations
  24. 24. 24 Operations - Before  Functional separation of teams that provide infrastructure • Network and Security • Storage and Backup • Server and Operating System • Linux and Databases  Virtualization has grown into a central component without centralized operations • Connecting with other teams only for larger outages or in “reactive mode” Network / Security Storage / Backup Server / Windows / VMware Linux / Databases
  25. 25. 25 Operations - During Large Projects Network / Security Storage / Backup Server / Windows / VMware Linux / Databases Project team (partly assigned resources for a limited time)
  26. 26. 26 Operations - Example Future Structure Network / Security Storage / Backup Server / Windows / VMware Linux / Databases Cloud Infrastructure Center of Excellence Continuous feedback and exchange with “former” team mates Additional colleagues can join the CoE over time (with growing demand)
  27. 27. 27 Lessons Learned from multiple (TAM) customers
  28. 28. 28 Best Practices  “CSI”: Continuous Service Improvement • Keep reviewing efficiency of your integration and automation implementation • Make sure the operation team is as balanced as the project team was • Reassess from time to time
  29. 29. 29 Best Practices  Cloud Infrastructure Operations Center of Excellence • Find a sponsor for your activities • Think big, start small - even a small team with the right competencies can achieve a lot  Transparency can help • Show how long tasks are running and where time is getting lost • Assess your current situation without finger pointing  Start with automation in areas where you spend lots of time with manual tasks • Include variables, make them repeatable, think in "modules" that can be reused • Check out vCenter Orchestrator • Think of Orchestration/Automation skills as a carreer opportunity
  30. 30. 30 Best Practices  Internal marketing • One of the most common observations: IT is not promoting great achievements • Do great things and talk about them!  Exchange regularly with other teams • Talk to internal customers (Service Managers, Account Managers, ...) to compare expectation vs. delivery • Keep listening • Constructive question demands and requirements  Keep up with technical developments • Compare Public Cloud offerings • Take trainings, e.g. one video from vmwarelearning.com each week
  31. 31. 31 Defy Convention
  32. 32. 32 Additional Material  VMworld 2012 and 2013 sessions (Operations Transformation/IT Transformation)  VMware Cloud Ops Blog: http://blogs.vmware.com/cloudops/  Cloud Operations Services: http://www.vmware.com/services/cloud-operations-services/  Free “Organizing for the Cloud” Whitepaper: http://www.vmware.com/files/pdf/services/VMware-Organizing-for- the-Cloud-Whitepaper.pdf  Twitter: @vmwarecloudops @VMwareTAM @harrowandy @kurtmilne @VHamburger @thinkingvirtual
  33. 33. 33 Other VMware Activities Related to This Session  Group Discussions: OPT1002-GD vCloud/SDDC Deployment with Venkat Gopalakrishnan
  34. 34. THANK YOU
  35. 35. SDDC IT Operations Transformation: Multi-customer Lessons Learned Bjoern Brundert, VMware Valentin Hamburger, VMware OPT4963 #OPT4963
  36. 36. 37 Backup
  37. 37. 38 5 Key Disciplines
  38. 38. 39 Cloud Infrastructure Operations Center of Excellence
  39. 39. 40 Way to the Cloud (in a nutshell)
  40. 40. 41 Organizing for the Cloud
  41. 41. 42 Software Defined Data Center  Cloud admins operate the SDDC (needs other skills than an infrastructure admin)  Service oriented administration, instead of infrastructure oriented  Well connected team with collaboration across all datacenter aspects (storage, network, security, operation systems, applications)  Automation skills and process knowledge  Innovation driven team  Can react instantly to business requirement due to flexible and agile design
  42. 42. 43 Self-Service Test/Dev Cloud  Define your usecase  Check your usecase with the users  Redefine your usecase :)  Write down requirements and question them technically and cenceptually  Define priorities (80:20 rule), must have - nice to have - road blockers  Design according to the usecase/purpose and priorities  Stick to the plan!
  43. 43. 44 Policy and SLA Definition, Service Design Reassessment  Check SLAs with the business units (cloud users)  Check OLAs/SLAs with the IT department (cloud providers)  Make sure SLAs have measurable KPIs in place  (must run fast, must be responsible, etc...)  Compare service design to SLA definitions  Redefine service design if neccessary to fit SLA requirements  Document SLAs in accordance to their underlying services carefully (living document)  Stick to the plan!

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