VMworld 2013: Transform IT Into a Service Broker – Key Success Factors

Transform IT Into a Service Broker –

Key Success Factors

Moderator: Heman Smith, VMware

Paul Chapman, VMware

Kevin Lees, VMware

Rich Pleasants, VMware

Jeffrey Ton, Goodwill Industries of Central Indiana

OPT5315

#OPT5315

2

Team Member Bio

Heman is the Organization Transformation Lead with VMware

Accelerate Advisory Services.

He works with customers to bring clarity and definition to their IT

organization’s strategies – and their ability to execute on those. He

specializes in the challenges and changes needed in IT organizations

in an ITaaS-driven world.

+1-801-831-2898

[email protected]

Heman Smith: Organization Transformation Lead

3

Team Member Bio

Rich is the Operations Transformation Lead for VMware Accelerate

Advisory Services.

He has led numerous IT enterprise operational change and process

engineering initiatives, and their supporting technology

implementations.

He has excellent experience in industry verticals such as financial

services, healthcare, telecommunications, retail, entertainment and

the public sector.

(804) 724-1952

[email protected]

Rich Pleasants: Operations Transformation Lead

4

Team Member Bio

Kevin is a Principal Architect and the Lead Global Architect for Cloud

Operations within VMware’s Global Technology Solutions

organization.

His team is responsible for defining the virtualization, cloud, and

SDDC operational best practices, services, and enablement within

VMware.

+1-303-601-8900

[email protected]

Kevin Lees – Principal Architect, Global Technology Solutions

5

Team Member Bio

Paul Chapman is responsible for all aspects of cloud operations,

global infrastructure, networking, communications, and client service

delivery.

He also leads VMware’s applications operations, global data centers,

the transformation & portfolio office and the 7x24 VMware Command

& Control Center with a global team of 375+ people.

[email protected]

Paul Chapman: Vice President, Global Infrastructure & Cloud

Operations, VMware

6

Team Member Bio

Ton joined Goodwill Industries of Central Indiana, Inc., in 2010 to

provide vision and leadership in the continued development and

implementation of the enterprise-wide information technology

portfolio, including applications, infrastructure, security and

telecommunications across the Goodwill business units.

He also oversees the implementation of strategies for

communications within Goodwill and between the organization and

external stakeholders. He has owned his own management

consulting firm and was the CIO for Lauth Property Group.

Find Ton on Twitter at @jtongici or follow his blog at

RiversofThought.net.

+1-317-450-3813

[email protected]

Jeffrey S. Ton – SVP of Corporate Connectivity & CIO

7

Business & IT Reality:

Demands & expectations are increasing

Pace is accelerating

Technology is more powerful

This is NOT Optional

7

8

Einstein observed:

“The significant problems we

face cannot be solved at the

same level of thinking we were

at when we created them.”

9

“Service Broker”: Example Scenario

Financial Services

10


Financial Services

Investments

Stocks

Bonds

Real Estate

11


Financial Services

Investments Stocks

Bonds

Real Estate

Insurance Life

Business

Auto

Home

Health

12


Financial Services

Investments Stocks

Bonds

Real Estate

Insurance

Life

Business

Auto

Home Health

Banking

Personal

Business

13


Financial Services

Investments

Stocks

Bonds

Real Estate

Insurance

Life

Business

Auto

Home

Health

Banking

Personal Business

Retirement

Investments

Cash Flow

Inheritance

14


Financial Services

Investments

Stocks

Bonds Real Estate

Insurance

Life

Business

Auto Home

Health

Banking

Personal

Business

Retirement

Investments

Cash Flow Inheritance

Trusts

Family

Business

15


Financial Services

Investments

Stocks

Bonds Real Estate

Insurance

Life

Business

Auto Home

Health

Banking

Personal

Business

Retirement

Investments

Cash Flow Inheritance

Trusts

Family

Business

16

Service Broker: Definition

Brokers are generally defined as:

• Trusted advisors

• Intermediaries who facilitate transactions

Brokers provide services that allow buyers to:

• Free themselves from tactical time consuming tasks

• Focus on strategic goals and objectives

• Accomplish the task or result they want

• Faster

• Easier

• Better

• Lower cost

(Independent Infrastructure blog: April 2012: What’s An IT Service Broker?)

http://www.independentinfrastructure.com/index.php/blog/78-whats-an-it-service-broker

17

Service Level

& Quality

Demand, Costs

& Incentives

Broker of IT Services

Service

Portfolio

Internal

IT Private

ITaaS

External

Vendors

Public

ITaaS

Service Broker: Definition

Business Outcome (Result)

Driven

Customer Focused

Service-Centric

Technology Leveraged

Cost Conscious

Profit Contributing, not cost

creating

18

“Service Broker”: IT Scenario

IT Services

IaaS

Compute

Storage

Network

Security

PaaS

LAMP

DotNet

Java Oracle

Middleware

Internal Applications

Email

Payroll

Benefits

Help Desk

Accounting

Legal

3rd Party Apps

SalesForce.com

Marketing Automation

Inheritance

Partner Interaction

Partner Portal

Lead Management

Engagement Management

19

USER ACCESS

Secure Universal Access

IT Service Broker: End User Computing Example

INFRASTRUCTURE SOLUTION

20

Service Broker – Maturity & Capabilities

Ad-Hoc

Basic

Controlled

Service Driven

Business

Automation

Optimized

ITaaS

Operational Capability

Reactive

Service Broker

Proactive

Innovative

21

Service Broker: Benefits

Cost Savings

Agility – Faster time to results

Strategic Partner – Business

units can focus on growth

Proactive resource availability

Natural use of the “Cloud” / ITaaS

21

22

Other VMware Activities Related to This Session

HOL:

HOL-SDC-1307

vCloud Automation Solutions

Group Discussions:

OPT1004-GD

IT Financial Management for the Cloud with Khalid Hakim

OPT5315

THANK YOU

Transform IT Into a Service Broker –

Key Success Factors

Moderator: Heman Smith, VMware

Paul Chapman, VMware

Kevin Lees, VMware

Rich Pleasants, VMware

Jeffrey Ton, Goodwill Industries of Central Indiana

OPT5315

#OPT5315

VMworld 2013: Transform IT Into a Service Broker – Key Success Factors

Technology

Transcript of VMworld 2013: Transform IT Into a Service Broker – Key Success Factors