Balancing Agility with Service Standardization:

Easy to Say But Hard to Do

Moderator: Kurt Milne, VMware

Ian Clayton, G2G3 Americas

Dave Bartoletti, Forrester Research, Inc.

Chris Ward, LogicsOne

Khalid Hakim, VMware

OPT5705

#OPT5705

2 2

Introducing The Panel

@DaveBartoletti @IanClayton

@KurtMilne

#cloudops

SVP – Operations

G2G3 Americas

Principle Analyst

I&O Professionals

Forrester

Director CloudOps Programs

VMware

CTO

LogicsOne

@ChrisWardTech @KalidHakim47

Cloud Operations

Architect

VMware

3 3

Overview

Service standardization enables automation and efficiency in a

SDDC and cloud environment

Implicit in Standardization is actively reducing choices

to be effective

But standardization is part of improving business agility

In a self-service, on demand world, achieving a common service

definition becomes the flash point for making choices

Consensus is needed to make a common service portal a success

4 4

Key Concept – Service Request Portal

ITSM in the cloud era

• Give users a few self-service choices, then get out of the way…

How does limiting IT Service choice increase business agility?

5 5

Key Concept – Tailored vs. Off the Rack

Implicit tradeoff

• Fast and cheap if standard

• Slow and expensive if custom

Is “Shadow IT” helping train users to accept “standard” instead of “custom” service?

6 6

Key Concept – Service Broker

Legacy

Service Broker

Compare

Curate

Govern

Provision

Track

User / customer neither

knows nor cares where

service physically resides

Agility

Efficiency

Service Quality

Service

Portal

Private

Clouds

Public

Clouds

SaaS

Hybrid

Cloud

Software-Defined Data Center

Does service standardization help shift focus from infrastructure

to business outcomes?

7 7

VMware’s Project “OneCloud” – Explosive Tenant Growth

Corp IT DevOps = Tenant #4

Very low cost per VM

“Cloud first” policy in IT

AppOps

SDLC

provisioning

Hands

On Labs Hol.vmware.com

Services &

Support Customer environment

reproduction

Sales

Engineering

Demo Pods

VMworld 2013

Management

BU Field

Testing

TechSummit

2013

Tech Ops

Mini R&D

Cloud

Training

LiveFire

Private Cloud IaaS Software Defined Data Center

June

2012

Jan.

2013

Today End

2013

2014

Launched

Built on

vCloud Suite

4 tenants

10,000 VMs

9 tenants

38,000 VMs

12 tenants

50,000 VMs

More

services

Timeline

8 8

Key Concept – Shift work before service request

Is this shift a forcing function for service standardization?

Service

Definition

Blueprint

Policy POC1 POC2 Catalog

Provision QA Staging Release

40 work weeks effort – Per Release…

20 work weeks effort – Once!

Run Book

36 hours

Service Request

4 weeks

It takes less time/effort to convert the runbook into blueprints…

…than it takes to “run” the runbook...

Virtual Server

Virtual Data Center Service Request

Catalog

VMware@VMware

Provisioning

Oracle ERP

with Portals

9 9

Key Concept – Bring Your Own Ops

Tenant - needs automation and

management capabilities

IaaS - needs automation and

management capabilities

Service Manager

Decides what goes in service catalog

Service Request Portal

Mechanism to request service

Policy

Logic used to guide automation

Cloud Automation and Management

Manage workloads and underlying services

Tenant 1 Tenant 2 Tenant 3

Private Cloud IaaS Software Defined Data Center

Who owns service standardization decisions?

10 10

Front Stage

Service definition Process

Service definition Roles

Service Portal (tools)

One per cloud?

One per tenant?

Mix?

Service Manager

Decides what goes in service catalog.

Service Request Portal

Mechanism to request service.

Policy

Logic used to guide automation.

Where are the critical points of standardization?

11 11

Backstage

Blueprints

Cloud Automation and Management

Service Profiles (backup, DR, security agents, monitoring)

• Gold, silver, bronze packages? Or from menu of choices? Mix?

Programming languages

• Java, .net, mobile platforms

Hardened OS

Where are critical points of standardization?

12 12

What works?

Are there best practices for driving service definition process

across a diverse set of constituents?

What works better, sugar or vinegar?

Does tiered pricing (chargeback) incent desired behavior?

13 13

Questions?

#cloudops

@DaveBartoletti @IanClayton

SVP – Operations

G2G3 Americas

CTO

LogicsOne

@ChrisWardTech @KalidHakim47

14 14

Other VMware Activities Related to This Session

Group Discussions:

• OPT1001-GD – Tues 5:00 – 6:00p

Enterprise ITSM Integration

• OPT1002- GD – Wed 11:00 – 12:00p

VMware’s automated Dev/Test provisioning

• OPT1003-GD- Thurs 12:00 – 1:00p

Cloud Lifecycle Services with Rohan Kalra

Panel Session:

• OPT 5315 - Wed 11:30 – 12:30p

Transform IT into a Service Broker

Breakout:

• OPT5194 REPEAT – Wed 3:00 – 4:00

VMware IT – Automated Dev/Test provisioning

OPT5705

THANK YOU

Balancing Agility with Service Standardization:

Easy to Say But Hard to Do

Moderator: Kurt Milne, VMware

Dave Bartoletti, Forrester Research, Inc.

Paul Chapman, VMware

Ian Clayton, Service Management 101

Khalid Hakim, VMware

OPT5705

#OPT5705