Arados Consulting Cloud Service: Service Catalogue


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Want cloud like storage services? You may start with defining your storage services needs and capabilities!

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  • Copyright: The Art of Service 2008
  • Copyright: The Art of Service 2008
  • Copyright: The Art of Service 2008 A Communication Plan template and some example Business IT Flyers and Email Text are available, within this toolkit.
  • Arados Consulting Cloud Service: Service Catalogue

    1. 1. The Storage Service Catalogue  Want cloud like storage services? You may start with defining your storage services needs and capabilities! by Thomas Metzeler
    2. 2. What is this session about? <ul><li>Develop a storage services catalogue </li></ul><ul><li>Practical advise </li></ul><ul><li>Concepts </li></ul><ul><li>Pitfalls </li></ul><ul><li>Reporting on service levels and storage assets </li></ul><ul><li>Aligning IT Storage delivery with business needs  </li></ul>
    3. 3. <ul><li>User Satisfaction </li></ul><ul><ul><li>Service Level </li></ul></ul><ul><ul><li>Elasticity </li></ul></ul><ul><ul><li>Agility </li></ul></ul><ul><ul><li>Speed of provisioning and changes </li></ul></ul><ul><ul><li>Impactless </li></ul></ul><ul><li>Risk </li></ul><ul><ul><li>Eliminating the risk of failure </li></ul></ul><ul><li>Costs </li></ul><ul><ul><li>more with less </li></ul></ul><ul><ul><li>Sourcing </li></ul></ul><ul><ul><li>Stop buying that expensive stuff </li></ul></ul>Competing Priorities Cloud ?
    4. 4. The challenge of unconstrained demand <ul><li>Data growth; Regulatory Pressure; infrastructure budget </li></ul>Demand Budget If businesses do not get the service at the right cost within IT they will go external
    5. 6. Need Structure: No Service Catalogue, No Service <ul><li>Standardization of configurations </li></ul><ul><li>Clear offerings for differing environments </li></ul><ul><li>Clear resource and workload definitions </li></ul><ul><li>Service lifecycle management </li></ul><ul><li>Basic resource accounting and charge back </li></ul><ul><li>Service level reporting </li></ul>
    6. 7. Service Catalogue Life Cycle <ul><li>Create Storage Service Catalogue Model </li></ul><ul><li>Agree Service Level Requirements </li></ul><ul><li>Capture financial model and add to catalogue </li></ul><ul><li>Map against Storage Service Catalogue Model </li></ul><ul><li>Define Service Level Agreements </li></ul><ul><li>Define reports needed </li></ul><ul><li>Map with forecast model </li></ul><ul><li>Ongoing review of achievements </li></ul><ul><li>Review and renew </li></ul>
    7. 8. Value <ul><li>The Storage Service Catalogue Model: </li></ul><ul><li>Provides a central source of information </li></ul><ul><li>Ensures an accurate, consistent picture of all storage services, their details and status </li></ul><ul><li>Contains user-facing view of storage services in use, how they are intended to be used, business processes they enable and quality of service to be expected. </li></ul><ul><li>Maps the reference architecture to the services it enables </li></ul>
    8. 9. Challenges and Pitfalls <ul><li>Maintaining accurate Storage Service Catalogue Model as part of a Service Portfolio </li></ul><ul><li>Culture of the organization needs to accept that the Catalogue and Portfolio are essential sources of information that everyone within the organization needs to use and help maintain </li></ul><ul><li>Is not a CMDB, but can be complementary </li></ul><ul><li>Get your metrics right </li></ul><ul><li>Have a reference architecture </li></ul>
    9. 10. The Infrastructure Service Catalogue <ul><li>Defines and communicates infrastructure service offerings </li></ul><ul><ul><li>customers can express what they need </li></ul></ul><ul><ul><li>infra team can express what they are offering </li></ul></ul><ul><ul><li>both are happy with what is being delivered </li></ul></ul><ul><li>Expectations are understood </li></ul><ul><ul><li>And managed and then met </li></ul></ul><ul><li>Infrastructure service offerings are defined primarily in business terms </li></ul><ul><ul><li>Provisioning SLAs </li></ul></ul><ul><ul><li>Performance </li></ul></ul><ul><ul><li>Availability </li></ul></ul><ul><ul><li>Continuity </li></ul></ul><ul><ul><li>Protection </li></ul></ul><ul><ul><li>Service Groups </li></ul></ul><ul><li>Hosting Services, Storage Services, Infra-Apps services, .. </li></ul><ul><ul><li>All individual alinged to provide a common set of infrastructure services </li></ul></ul>
    10. 11. How does it all tie up? Business Storage & Backup Requirement Mapping Service Catalogue To Technical Solution New Request New Service Service Development Process Requirement clarification Available technology Technical Solution, costs, metric definition Costs Acceptance ? Costs accepted, Technical Solution to be deployed Metrics Reports Availability 100% Performance Transaction/sec Planned downtime 4 X 4 hours/years Business Continuity   Full DR Data Protection Any day within last month Recovery Point Objective 15 minutes RTO Standard 2:00 hours RTO DR 4:00 hours Metrics Report Weekly Monthly Storage Service Catalogue Gold Silver Tiers 1 Primary Tiers 2 Secondary Planned Availability 99.999% DR Copy Host based replication Data Protection Snapshot daily to VTL Metrics Availability Downtime Performance Cost TBD/GB Infrastructure Details 72GB / 146 GB RAID5(7+1)
    11. 12. The Storage Service Catalogue <ul><li>Defines and communicates storage service offerings </li></ul><ul><ul><li>customers can express what they need </li></ul></ul><ul><ul><li>storage team can express what they are offering </li></ul></ul><ul><ul><li>both are happy with what is being delivered </li></ul></ul><ul><li>Expectations are understood </li></ul><ul><ul><li>And managed and then met </li></ul></ul><ul><li>Storage service offerings are defined primarily in business terms </li></ul><ul><ul><li>Performance </li></ul></ul><ul><ul><li>Availability </li></ul></ul><ul><ul><li>Continuity </li></ul></ul><ul><ul><li>Protection </li></ul></ul><ul><ul><li>Service Groups </li></ul></ul>
    12. 13. The Big Picture <ul><li>Storage SLAm </li></ul><ul><li>= </li></ul><ul><li>Storage Service Level Agreement management application </li></ul><ul><li>By Arados Consulting </li></ul>
    13. 14. SLAm – My Catalogue <ul><li>Services organized in a customizable hierarchy. </li></ul><ul><li>Top level reflects business requirements. </li></ul><ul><ul><li>Aligned with other infrastructure and application services </li></ul></ul><ul><li>Browse and then drill down </li></ul><ul><li>Select service that meets the business and technical requirements </li></ul>
    14. 15. SLAm – Service Class <ul><li>Defines OLAs </li></ul><ul><ul><li>Availability </li></ul></ul><ul><ul><li>Performance </li></ul></ul><ul><ul><li>RTOs & RPOs </li></ul></ul><ul><li>In terms storage customers can understand </li></ul><ul><li>Defines technical configuration </li></ul><ul><ul><li>Storage Tiers </li></ul></ul><ul><ul><li>Tape Tiers </li></ul></ul><ul><ul><li>Replication </li></ul></ul><ul><ul><li>Primary & Secondary Sites </li></ul></ul>
    15. 16. SLAm – Data Protection <ul><li>Data Protection (Backups) expressed in RPO and RTO terms </li></ul><ul><ul><li>Terms that storage customers can understand </li></ul></ul><ul><ul><li>To be aligned with business requirements </li></ul></ul><ul><li>Incorporates disk backups as well as virtual and physical tape </li></ul>
    16. 17. SLAm – Illustration <ul><li>Easy to understand technical summary can be displayed for each service class. </li></ul>
    17. 18. SLAm – Infrastructure Analysis <ul><li>Infrastructure required to deliver each service class can be analyzed </li></ul><ul><li>Base costs can be rolled up to provide overall cost and charge details </li></ul><ul><li>Infrastructure requirements can be displayed per data centre </li></ul>
    18. 19. SLAm – Forecast View <ul><li>Quarterly forecasts can be entered against the service catalogue </li></ul><ul><li>For each quarter’s forecasts can be summarized by: </li></ul><ul><ul><li>Service Class </li></ul></ul><ul><ul><li>Service Group </li></ul></ul><ul><ul><li>Storage Tier </li></ul></ul>
    19. 20. SLAm – Rolling Forecast <ul><li>Storage requirements for the upcoming quarters can be analyzed </li></ul>
    20. 21. Export to Excel for Chargeback reports <ul><li>Cost model based </li></ul><ul><li>Cost can be listed by: </li></ul><ul><ul><li>Hosts </li></ul></ul><ul><ul><li>Service Class </li></ul></ul><ul><ul><li>Service Group </li></ul></ul><ul><ul><li>Storage Tier </li></ul></ul><ul><ul><li>Business Line </li></ul></ul>
    21. 22. SLAm – Storage Probe SLA Reports Storage reports can be automated to report on service levels
    22. 23. Key Takeaways <ul><li>Develop a Storage Service Catalogue </li></ul><ul><li>Establish a methodology for continuing to develop and maintain the Storage Service Catalogue. </li></ul><ul><li>Include the cost model </li></ul><ul><li>Include capacity planning </li></ul><ul><li>Include reporting </li></ul>
    23. 24. Contact Arados Consulting <ul><li>[email_address] </li></ul><ul><li> </li></ul>
    24. 25. The SLAm tool <ul><li>Provides a methodology and data model to fully define storage service offerings in customer/business terms such as performance, availability, continuity and service wrap.  </li></ul><ul><li>Models the technical solution underpinning the service offerings bringing together infrastructure tiers of disk storage, network attached storage, virtual tape storage, and traditional tape storage.  </li></ul><ul><li>Analyses storage service offerings to calculate how much of each infrastructure tier is required to deliver a unit of a storage service class.  </li></ul><ul><li>Incorporates cost modeling to factor in “capex” and “opex” costs at the infrastructure tier and services level to roll up the cost of delivery for each storage service class.  </li></ul><ul><li>Implements a charging mechanism to analyze cost recovery between charges and costs across the different service offerings.  </li></ul><ul><li>Provides a web based portal to allow customers to browse the catalogue of service offerings and enter forecasts for upcoming requirements.  </li></ul><ul><li>Supports demand management by collating customer forecasts on a quarterly basis and analyzing upcoming demand across service classes, including forecast charges, and infrastructure tiers, including consequent costs. </li></ul>
    25. 26. The Methodology <ul><li>Arados Consulting starts with a review of what storage configurations are delivered today and formalizes those. This provides a good foundation for future services and also starts by controlling what is already in place. Of course this involves talking to users and customers and clarifying some aspects of the service requirements which introduces them also to the concepts behind a Storage Service Catalogue. </li></ul><ul><li>The SLAm Methodology presents a phased approach to develop a base or initial Storage Catalogue and ensures that the right stakeholders are involved at the right time. Depending upon the number of different storage configurations and the number of customers, this can be scaled appropriately and executed under a consultancy engagement or full project framework. The approach covers: </li></ul><ul><li>1. Kick Off & Planning : Determining the scope of the initial Base Storage Catalogue, working out the stakeholders that need to be involved, determining the customer groups, and producing a timeline for the engagement/project. </li></ul><ul><li>  </li></ul><ul><li>2. Investigation & Analysis : Understanding the infrastructure available today and the various storage configurations that are being delivered - where and to whom. </li></ul><ul><li>  </li></ul><ul><li>3. Service Class Development : Reviewing the current storage configurations being delivered with the customer, clarifying the business requirements, and developing the formal Storage Service Classes. </li></ul><ul><li>  </li></ul><ul><li>4. Publish Catalogue : Presenting the developed Storage Service Classes as the Storage Service Catalogue to the stakeholders and getting their buy in. </li></ul><ul><li>  </li></ul><ul><li>5. Feedback & Review : Following the adoption of the initial Storage Service Classes, review how the Storage Service Catalogue is performing and discuss processes for maintaining the Storage Service Catalogue by incorporating new customer requirements. </li></ul><ul><li>Propose test case and example ITIC </li></ul><ul><li>SOW end next week </li></ul>