pbo2838bu how and why you should develop the discipline ... · how and why you should develop the...

Chris Kunselman

PBO2838BU

#VMworld #PBO2838BU

How and why you should develop the discipline and practice of defining cloud services

VMworld 2017 Content: Not fo

r publication or distri

bution

• This presentation may contain product features that are currently under development.

• This overview of new technology represents no commitment from VMware to deliver these features in any generally available product.

• Features are subject to change, and must not be included in contracts, purchase orders, or sales agreements of any kind.

• Technical feasibility and market demand will affect final delivery.

• Pricing and packaging for any new technologies or features discussed or presented have not been determined.

Disclaimer

#PBO2838BU CONFIDENTIAL 2



bution

Topics

1 Service Oriented Operating Model

2 Common Challenges with Service Design

3 Best Practices & Example




bution

Service Oriented Operating Model



bution

Questions

• Is your cloud operation meeting leadership expectations?

• Is it meeting the needs of the business?

• Has your environment become more or less complex with virtualization?

• Are you delivering a return on the investment in VMware solutions?

• Are you caught in an “inertia” trying to build effective automation?




bution

Is your cloud team producing the results you need?

Is your

strategy

understood?

Are your

Objectives

Clear?

STRATEGY RESULTS




bution

Typical Desired Results for Cloud Transformation

Simplify, Automate & Remove Complexity

of the Infrastructure

Improve Business Alignment

Become a Cloud Service Provider / Broker

Scale up the Infrastructure & Capabilities

without scaling up the resources

Faster Delivery of Infrastructure Services

Reduce IT operational costs




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STRATEGY RESULTS

What’s the connection between strategy & results?




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STRATEGY RESULTSOPERATING MODEL




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Definition of an Operating Model

An Operating Model is a blueprint for how a service

organization allocates its resources and capabilities

to deliver value to its customers.




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Cloud Service Operating Model


Organization, Roles,

Responsibilities

Processes & Governance

Applications Development & Lines of Business

Serv

ice S

trate

gy

Serv

ice M

anag

em

entService Design

Define

Architect&

Design

DevelopDeploy

Operate

Deactivate

Business Strategy

Value DeliveredValue Defined

Technology

SDDC/Cloud Management Platform

vRA vRO vROps NSX vSAN vRB



bution

STRATEGY RESULTSOperating Model

Service Consumer

Value Capture

Mission

Values

Vision

Goals

Performance

Outcomes

Services Focused Operating Model

Service Broker




bution

A New Service Oriented Operating ModelOperational Guidelines for IT as a Service Delivery

Enabling Functions(i.e. Finance, Human Resources, Enterprise Architecture)

IT S

trate

gy &

Go

ve

rna

nc

e

Cloud Service Lifecycle Management

Cloud Infrastructure Services Platform Services

Digital Workspace

Services

Data Analytics

Services“X” Services

Digital Innovation

LabIoT Services

LOB LOB LOB LOB LOB LOB

Business Demand

LOB

Service Portfolio Management

Service Portfolio Service Catalog Self-Service Portal

Business Relationship & Demand Management Cloud Service Management

Service Desk / Control Center

Incident, Problem, Event, Configuration

and Change Management

Other processes as needed

Serv

ice D

em

and

Serv

ice D

eliv

ery




bution

Evolutionary Approach to IT Value

Digital

Enterprise

Business

Partner

Infrastructure

Provider

“ Consolidate, virtualize,

outsource resources to

cloud “

“ Provide on-demand

business aligned

applications and services

with quality, reducing

costs and increasing

agility.”

“ IT and business

convergence for

generating demand and

increasing growth.

Developing and

delivering digital business

models “

Business Relationships

Op

era

ting

Mod

el M

atu

rity

Future-Proof Your Cloud

Application Agility

Mobilize Everything

More sophistication and value is delivered




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Common ChallengesWith Service Design



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Common Challenges

1. Terminology – What do we mean by. . .?

2. Skills & Proficiency

3. Service Requirements Gathering

4. Infrastructure Standards & Policies

5. Organizational Silos




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What Is a Service?

Definition of a Service:

A means of delivering value to customers by facilitating

outcomes customers want without owning any of the

assets, costs, or risks needed to carry out the service.




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What Is a Cloud Service?

Definition of a Cloud Service:

A cloud service is any service made available to users

on demand from a cloud computing provider's servers

or platform. This includes public or private

infrastructure.




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Why Have a Cloud Service Design Framework?


Define

Architect&

Design

DevelopDeploy

Operate

Deactivate

Business Strategy

• Repeatable

• Consistency

• Standardization

• Speed

• Transparency

• Error free

• Automated Policies & Compliance

• Service Metrics & Value

• Iterative ImprovementsVMworld 2017 Content: Not fo


bution

Two Types of Services

Request Fulfillment

Deployed

Discrete

Ongoing

SLAs for Completion

SLAs for:

• Availability

• Continuity

• Security

• Capacity

• Performance

Always On




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Concrete Example of Ongoing & Discrete Services

21#PBO2838BU CONFIDENTIAL

Ongoing Discrete

Application

Service:

Oracle EBS

Request to Enhance Code

Request to Update

Request to additional CPU on OS

Request to additional RAM on OS

Request to Resolve Incident

Access Request

Ongoing

Application

Service:

Oracle

Hybris



bution

What is a Service Design?

The ‘Cloud Service Design’ is the set of document

artifacts, which describe the design and definition of a

service that meets all stakeholder business,

functional, and non-functional requirements.




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Cloud Service Roles

23

Portfolio Management

Team

Cloud Business Manager

(Costing)

Portfolio Manager

Process / Policies & Blueprints

Cloud Infrastructure

Services Team

Cloud Infra Service

Architect

Cloud Engineer

Network & Security

Cloud Infra Capacity Analyst

Cloud Infra Service

Administrator

Cloud Infra Service

Developer

(Integrations)

Cloud Infra Service Owner

Cloud Operations

Services Team

Service Architect

Service QA

Service Analyst

(L1, L2)

Service Administrator

Service Developer

Service OwnerBusiness

Relationship Manager

Enterprise Architect

(Strategist)

Portfolio Management

Team

Cloud Business Manager

(Costing)

Portfolio Manager

Policy / Blueprint Manager

Business Management

Skills

Cloud Operations

Services Team

Service Architect

Service QA

Service Analyst

(L1, L2)

Service Administrator

Service Developer

Cloud Service Design

Skills

Cloud Infrastructure

Services Team

Cloud Infra Service

Architect

Cloud Engineer (network, security, storage)

Cloud Infra Capacity Analyst

Cloud Infra Service

Administrator

Cloud Infra Service

Developer

(Integrations)

Platform & Technology

Service Skills

#PBO1182BU CONFIDENTIAL

“IT organizations must become internal service providers supplying business-enabling solutions that drive innovationand deliver value.” VMware CEO – Pat Gelsinger



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Service Design Should Include . . .

24

Technical / Infrastructure Architecture

Serv

ice T

ransitio

n &

Rele

ase

Examples:Business

Requirements“I need my infrastructure deployed faster so my developers can release usable

software at the pace the business needs it.”

Functional / Process

Requirements

A developer should be able to request infrastructure on-demand from a service

catalog that lists pre-defined services, their SLAs, and costs, and when selected,

it should notify them when the infrastructure is ready to use.

Non-Functional

Requirements &

Service Level

Agreements

Availability 99.99%

Continuity RTO / RPO

Security Prevention / Compliance

Access Provisioning / Securing

Capacity % / Amount CPU, Mem, Storage

Performance Throughput / response time

Resiliency Fault tolerance

TechnicalRequirements

The system shall pass each field from the request form to vRA and populate the

CPU, Memory, and Storage fields for the request. Once populated in vRA, vRA

will trigger the start of provisioning with this information.

#PBO2838BU CONFIDENTIAL



bution

Conway’s Law


New System Your Organization



bution

Standardization with Cloud ServicesC

loud S

erv

ice O

fferings

From custom solution-based…

To standard service-

based…

Today Tomorrow

Standard

Custom Standard

Custom

Custom

Custom Standard

Standard




bution

Are Your VM Deployments Meeting a Standard Configuration?

Standard Deployment

Configuration Policy




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A Cloud Service Should Produce Consistent Results Every Time




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Best Practices



bution

Cloud Service

Structure of Cloud Services


IaaS PaaS XaaS

Discrete Automated Menu Examples:

• Deploy a Windows VM

• Deploy a Linux VM

• Deploy a high-availability VM for a

highly available workload


• Deploy development platform for a

specific application

• Deploy a testing platform for a

specific application

• Deploy a portion of a platform


• Self-service AD password reset

• User ID provisioning

• User Onboarding request

• Firewall rule change request

The requirements for IaaS

services need to consider the

requirements for the application

services they host



bution

Framework for Defining Cloud Services

Non-Functional Service Level Requirements (SLRs)

Service Level

& Operational

Level

Agreements

Continuity

Mgmt.

RPO / RTO

Availability

Mgmt.

99.99%

Capacity

Mgmt.

% Utilization

Security Mgmt.

Compliance &

Access

Supplier Mgmt.

3rd Party

Providers

Require-

mentsDesign

Evaluate

Alternatives

Validate

Architecture

Develop /

Blueprint

Cloud Systems Development Process

Publish the

Service to

the Catalog

Menu ItemService

Model

Service Costs

$ Per VM

Define

Cloud

Service

Governance

ReviewIs there a Service?

NO Project

Requests

Project

Requests

Project

Requests


Project

Funnel

80% =

YES



bution

Framework for Defining Cloud Services

Non-Functional Service Level Requirements (SLRs)

Service Level

& Operational

Level

Agreements

Continuity

Mgmt.

RPO / RTO

Availability

Mgmt.

99.99%

Capacity

Mgmt.

% Utilization

Security Mgmt.

Compliance &

Access

Supplier Mgmt.

3rd Party

Providers

Require-

mentsDesign

Evaluate

Alternatives

Validate

Architecture

Develop /

Blueprint

Cloud Systems Development Process

Publish the

Service to

the Catalog

Menu ItemService

Model

Service Costs

$ Per VM

Define

Cloud

Service

Governance

ReviewIs there a Service?

NO Project

Requests

Project

Requests

Project

RequestsProject

Funnel




bution

How to Break Down Your Organizational Silos

1. Leadership must recognize the issue!

2. Define a unified vision

3. Create awareness of vision & strategyand buy-in

4. Get all teams working towards acommon goal

5. Recognize and reward improved collaboration across the organization

6. Devise incentives to re-inforce behaviors

7. Measure success criteria

8. Define cross-silo processes as a team




bution

Project

Starts

A Common Current State Process

Application Requirements

Infrastructure Design

Check for Avail Capacity

Request & Approve

Infrastructure

Deploy Infrastructure

Deploy Add-ons

What’s wrong with this process?

Email the

Requester


Teams




bution

An Automated Self-Service Capability

Simplify Your Process

Project

Starts

Application Requirements

Pick a Service from Self-Service

Catalog

Deploy All Components

Submit RequestTicket


Automated

Notification




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Example Service Design Exercise



bution

Activities to Create a Service Design

Define

Functional &

Process

Requirements

Define Non-

Functional

Requirements

Define

Technical

Requirements

Technical

Design /

Architecture

Develop

Automation

New Service Design

Understand

Application

Requirements

Document

Transition

Requirements

Service

Catalog Item


Identify Service

Consumer &

Providers

Stakeholders

Understand

Business

Objectives &

Requirements

Service Catalog

Organization

Assign Service

Ownership &

Accountability

Define

Architect&

Design

DevelopDeploy

Operate

Deactivate

Business Strategy Iterations are almost

always necessary!VMworld 2017 Content: Not fo


bution

• Single Server Offerings

• VM provided

• OS selections

• T-shirt sizes offered

• Request to increase

capacity

• Request to decommission

a server

• F5 VIP request

• Modify / Add Node to F5

Pool

• Reset AD Password

• Create new user

• User Onboarding

• InfoBlox & NSX network

request

• Firewall rules change or

security group request

• DEVaaS for whole stack

• DEVaaS for Hybris

• DEVaaS for EBS

• Request to decommission

a server

• Request to extend leasing

period

Cloud Service Catalog Categories (Top-Level)


IaaS XaaSPaaS

Cloud Service Catalog

Cloud Services

Descriptions

56



bution

IaaS Service Offerings


• One RHEL server

• Version 7 of RedHat

Linux

• Storage___

• Additional

monitoring tools

installed and

configured to spec

• Management agents

• Capacity Increase

Requests

• One Windows

server 2012R2

• Additional

monitoring tools

installed and

configured to spec

• Management agents

• Capacity Increase

Requests

RHEL 7

Small

Windows

2012R2

Small

10

Categories

Offerings

IaaS Offerings



bution

PaaS Offerings

Platform As A Service Offerings


• Whole stack

• EBS, SOA & 17TB

production data

• Hybris

• COH

• SystemZ

• 6 months

production data

subset OR

• 12 months

production data

subset

• EBS-DEVaaS

• EBS provided with

SOA

• EBS database

included

• 6 months

production data

subset OR

• 12 months

production data

subset

• Hybris-DEVaaS

• SOA

• EBS with data

options

• 6 months

production data

subset OR

• 12 months

production data

subset

• SystemZ DEVaaS

• SOA

• EBS with data

options

• 6 months

production data

subset OR

• 12 months

production data

subset

• Rhapsody DEVaaS

• SOA

• EBS with data

options

• 6 months

production data

subset OR

• 12 months

production data

subset

DEVaaS -

ALL

DEVaaS-

EBS

DEVaaS-

ADD-Hybris

DEVaaS-

ADD-

SystemZ

DEVaaS-

ADD-

Rhapsody

• COH DEVaaS

• SOA

• EBS with data

options

• 6 months

production data

subset OR

• 12 months

production data

subset

DEVaaS-

ADD-COH

32



bution

DevelopmentEnvironmentas a Service (DEVaaS)


Cate

go

ries

Physical

Layer

Virtual Layer

Application

Layer

DB &

Middleware

Layer

The

In

frastr

uctu

re /

Clo

ud S

erv

ice

Co

mp

on

en

ts o

f th

e S

erv

ice

Network

Servers – Compute & Storage

Resources

Data Center (Location)

NSX Segments

VMs

SOA

EBS

Hybris

SystemZ

Deplo

yed

Auto

matically

by v

RA

Ph

ysic

al C

ap

acity P

lan

ne

d in

Ad

va

nce

Dep

loye

d b

y P

up

pe

t**

VMWare Mgmt. Stack

COH

Rhapsody



bution

SLAs & OLAs


• Value is delivered from team to team.

• Each layer of the service should have an owner accountable for the delivery of that service.

• Operational Level Agreements (“OLAs”) will be required between teams.

• Service Level Agreements (“SLAs”) will drive accountability.

Cloud Virtualization

ServicesPlatform Services

Business Processes, LOB’s,

Departments, & Functions

Application Services

Data Centers

Middleware & DB

Services

Data Center

Services

Environment

Management Services

Se

rvic

e P

rovid

ers

Cu

sto

me

rs

Development &

Project Teams

OLA

OLA

OLA

SLA

SLA

Se

cu

rity

an

d A

cce

ss S

erv

ice

s

Physical Capacity Services

Network Services

Storage Services

OLA

OLA



bution

Provision Dev Environment (Manual AS-IS)

Request

Received by Jeff

IP Addressing,

Host Records

Install EBS

Role1

Role4

Install SOA

Install Hyrbris

Install COH

Install System Z

Install Rhapsody

Role2

Role3

Follow Post

install &

Configuration

Procedures

Follow Post

install &

Configuration

Procedures

Follow Post

install &

Configuration

Procedures

Oracle DB

Restore

Follow Post

install &

Configuration

ManualManual Manual

Clone VMs

1 days 4 day2 Days

POST VM Clone

configuration

3 Days

Verify & Handoff

to Development

Team

Order HW/SW to

meet capacity

needs as

instructed

30 DaysFrom Management

= 60-70 Days Ave.

30 days

43



bution

Provision Dev Environment (TO-BE)

Request

Received by Jeff

IP Addressing,

Host Records

Install EBS

Install SOA

Install Hyrbris

Install COH

Install System Z

Install Rhapsody

Follow Post

install &

Configuration

Procedures

Follow Post

install &

Configuration

Procedures

Follow Post

install &

Configuration

Procedures

Oracle DB

Restore

Follow Post

install &

Configuration

ManualManual Manual

Clone VMs

1 days 4 day2 Days

POST VM Clone

configuration

3 Days

Verify & Handoff

to Development

Team

Order HW/SW to

meet capacity

needs as

instructed

30 DaysFrom Management

= 60-70 Days Ave.

(Fully Automated Future-State Iteration 6.0)

30 days1 day duration

after full

automationRole1

Role4

Role2

Role3

Iteration 3.0

Iteration 4.0

Iteration 2.0

Iteration 1.0

Iteration 5.0

Iteration 6.044



bution

Recap

1. Clearly define your services strategy and results

2. Evaluate your operating model effectiveness

3. Common challenges organizations face

4. Discussed People / Roles needed for success

5. Create a consistent framework for Service Design

6. Inspire collaboration across silos and teams

7. Iterate your service designs

8. Develop the high-level Service Catalog “Menu” of offerings first

9. Aim for 80+% of all project requirements to be addressed by an available cloud service




bution



bution

pbo2838bu how and why you should develop the discipline ... · how and why you should develop the...

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