Keynote - e Wilkes

© 2007 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice

KeynoteBusiness-Driven IT Management (BDIM) 2007

john wilkesHP Labs, Palo Alto, California

2 May 2007 BDIM-2007-keynote-wilkes

Business-Driven IT Management

graphic from Jacques Sauvé


Manage and mitigate risk

Higherbusiness returns

More agility

Q: what do CEOs/CIOs need?A: run IT like a business

Better IT performance


Running IT like a businessWhat’s so hard? Sample enterprise IT plan

HW & SW Supply Chain

Central UNASTNT (EMEA)

iGSO CentralHPS SAP 4.6Instance "D"

ESSEC

WWClassFS-SPOC DSPS/

FS50I-COST/CCS/

GPSy

ORION

PPC RIFLESFT98

OMNI

Trade

EMEA Reference

RPL

Eiffel/Heart OREquate

Sub Financials

SAPHPFO

"Tsquared"Taxware

FinanceKahuna/

3D Comet/Tabular

Returns


Running IT like a businessWhat’s so hard? Sample enterprise IT plan

Call Event Management Training Services

eDelivery

Sales & Marketing

eDelivery

Project Management HW & SW Supply ChainIM & Reporting

FinanceReference Systems

Bluestone App Server

.NET App Environment

CustomerConnectivity

CISL, CPRS, HAO,Predictive, ISEE

Shared Appse.g. Siebel

App Servers(NT)

HP-UXWeblogicJ2EE AppServers

SiteminderSiebel

eChannelPortal (OOTB)

JavaScript/JSP/NTIIS/ ASP.NET, Apache/Javascript, Weblogic/JSP

Uniform Portal/Web Application Framework (One or More Instances)

B2B &Fulfillment

Partner Major Account SMB Consumer

SoftwareManagementPatches

Other Clients

W2K.NET AppServers

SRS(VendorMaster)

PPCProduct Pricing Central

(Material MasterPurchasing Info Records

PartPricingCost

Consulting ProductsService Master)

CRS(Customer

MasterAP/Japan/

Europe/LA/NA)

Skillpack

PartnersBPS

(CSN & CPN)

Upfront Service Order(pre-paid). For service delivery

& future renewal

IndirectRegistration

ServiceEntitlement

B2BiBulk Rosettanet

eClaims

Entitlement Service

eSupport

eSellingStoresSMB

Major AccountConsumer

Sales CallCenter

InternetMarketplaces

Claim WebService

EDISupportpackRegistration

EDITrans-

formationOrderPacks

OrderePacks

ServiceEntitlement

ServiceEntitlement

ePackRegistration

Obligation Feedfrom HPS SAP

SCA

PostalServiceTeams

Consumer

J2EE App Environment

RegisterConsumer

Packs

OrderPacks

OrderPacks

WWEO

WWSNRS

IntegratedWarranty

Terms Mgmt.& Entitlement

Solution

Obligation/Entitlement ODS

Service Bites,PrintAdvantage,

University, Profiler,PIN

Parts ServicesReportingExcaliburUnit Config

.NET App Environment

XML Cannonicals

PRSPricing

Reference

PMGProduct Master

Armor Aware WMS

WWPACK

SBW

University

Web BasedExams

Training on theWeb

(Enrolement)

E-Testing(CAT)

ExternalCompanies

CA(Compaq Accreditation)

Accredited EngineerWeb Access

Exam UpdatesGeneral UserAccess

LearningUtility

ESB Learning

SAP ODS

WESInterface

(SIS)

GSEMInterface

(SIS)

RosettanetCase

Exchange

DocumentumMinimal KM

Management

ConcentraExtended KMManagement

OperationalData Store

HPCSManagment

ProvisionerXML Extract Heavy UI

SAW Portal

Light UI(xMeTaL)

SearchOffline Server

AnalyticsUI

Spider

Third PartyAcquisition

LegacySourcesLegacy UIs

From OpenviewService Desk

CATSW - DeliveryLabor Tracking

EQUATEIC Billing

Business Intelligence -TBD

Project Management

Manual

Manual

From MPC

Serv

ice

Laye

r - M

essa

ging

Bac

kbon

e (E

IA) o

r ETL

(Inf

orm

atic

a)

Serv

ice

Laye

r - E

TL (I

nfor

mat

ica)

Serv

ice

Laye

r - E

TL (I

nfor

mat

ica)

iGSO BWFrom HPS SAP

WFM IMODSFrom WFM

OperationalMartsWFM-IM

SmartiGSO (BW)Part Page?

MPC

OdessaODS

Odessa DataSources:

3PL, Tabula, PIPE,etc

WW HPS WarehouseConstellation

StrategicMartsICEMANCalistoWMS

MagnetoAuroraSVR

ExcaliburERGOPSDM

iGSO Mgmt

Other DataSources:

Qspeak, ISEE,Oscar, Kahuna,

Passkey 2000 etc

Master Data: Customer,Product, Supplier, Organisation,Geography, BOM, Employee,Chart of Accounts, Material

Event Repositories:Service Delivery, Orders &Contracts, Supply Chain, Finance,Engagement Mgmt, Sales &Marketing

ExcaliburExternal

WebReporting

Ad-HocReporting

Operation.Excellence

Tables

BalancedScorecard

Parts Service: CSN Global Business Services

PortableRepair EDI

SONICEDI

Orders / Shipments

VOYAGER/iHUB

XelusPlan / Extend

ProductionRequisitions

Inventory / Costs

UniversityOrdersGAP?

Financial Postings

Tech/Training Orders

Taxware

SAPAPO

PEPs E-Stores

Vendor EDIS-Plus

UPSLG (NA)

APO active but not usedfor Order Routing in Step 1

CWS /Keychain

To iGSO BW

PowerInterface

OrderSupportpackWeb Service

QuoteManagement

QuotePricing

SupportpackRegister Web

Service

Watson

ContractAdmin

QL

GSEM SDK

EIA

WFMClarify

WES InterfaceReference DataLoad (CDO)

IM Extract

University BulkLoad

Technician Info

Skillpack BulkLoad

ScoreHPS SAP "A"Future State

ACI/WTI

Prod DivEscalations

Paging(Case Update)

WFM Copy

Click Schedule

Case - WES+

PGUReferenceAuthoring

Call CenterAuthoring

Agent

eTouch

KM LightAuthoring

Parts Update

OpenView

- Service Level Mgmt- Help Desk Mgmt- Incident Mgmt- Configuration Mgmt- Change Mgmt- Problem Mgmt- Application Monitoring- EvSPlent Detection- Capacity Mgmt- Work Order Mgmt- Reporting- Network Fault Mgmt

To CATSW(Labor Tracking)

eVictor(Request Mgmt)

EASI, ATM, eVictor(Provisioning)

Ruleware(Process Guides,Escalation Mgmt)

JETRouting, Notification,

Work Force Mgmt

RadiaInformation Mgmt

Two-way HPCECase Exchange(WebMethods)

WFM ClientCall Center

Workflow Agent

CustomerSystemConnect

eMaileResponse Mgr

eMailDelano

WFM MobileClient

(Untethered)

WFM ICAClient (Citrix)

Citrix

CWAeSupport

KCSIntegration

CSNBusinessServices

Hotlinks

Entitlement

OM InterfacePer incident

quote

Credit Card(Corporate)

SageTo ServiceNotes ODS

ITRC

ConsumptionUpdates (5.0)GEMS

ProductDivision CHS's

To SAP &WWPack

Bulk Load

Bulk Load

SearchEngine

Analytics

Search UI

Onsite Agents

IntranetPortal

MobileFormats

ServiceNotes

Linkage

HPS SAPEnterprise

Instance "A"

FinanceFI/CO/SPLFuture:SCORE

HPFO SAPEnterprise

Instance "B"

ARAPGL

AP, AR, GL

AP, AR,AP/AR Clearing

Lighthouse GL

HPFO BusinessWarehouse

To SAPODS

EQUATEICO Audit Detail

From SalesSAP Systems

Hyperion

HPFOMaster Data

WWCLASS(Foreign Trade)

HarmonizedCodes

Sprint/007

iGSO CentralHPS SAP

EnterpriseInstance "A"

VISTAPSG "O"

IPG "N"

ESG "M"Sales SAPEnterprise

ARAPGL

HPS SAPEnterprise

Instance "A"

ContractsPartsPacksQuotes

Prophecy [email protected]

Siebel (+MS/C&I)Prophecy

(Sales Funnel)

DirectRegistration

SWATFinW

OMEGASales Comp

IPC

OM

SUMWISDOMIMAGING

Translation

Managed Services eDelivery

Ruleware(Customer

Data)

EMS(Escalation

Mgmt)

Openview(Portal)

JET(Notification)

Support Software, ePro,eCase, Instant Software

(eSupport Portal)

eProKnowledge

Telephone

UDDI

To SageToEntitlement

CDOQuoteObject

Subscribe

ServiceEntitlement

Contract &Quote Lookup

PackObject(CCP?)

PackObject(CCP?)

WarrantyRegistrations

?

CCDB overFAI Warranty Registrations

MS Resource Management

PeoplesoftHR

PORGY(HR Data andOrg Hierarchy

Practices)

Skillpack(Skills)

RMMP(Resource Market

Place)

To MPC IM DW

ED(EnpterpriseDirectory)

Consulting //PursuitKnowledge Managementt

Livelink(K-net and KMS)

SPS(Sharepoint Portal

Services)

STS(Sharepoint Team

Services)

Groove(External

Colloboration)

Procurement SAP "A"

VendorTransmission of POs

(Purchase Order)

DTT(Goods Receipt)

DTT(Goods

Movement)

MPC SAP EnterpriseInstance "A"

SD, MM,FI/CO/SPLPS, HR, CATSWCapture OrdersManage OrdersBill / InvoiceProcurementProcess Fin. Trans.Plan / Manage BudgetsManage Cash & LiquidityAnalyze & Report Results

Local DB(Oracle/Unix)

ContractManage

QuoteConfig

Novient(Resource

Management)

HR

ERGO(Consultant Effort

& HR)

Omega(MS Expenses)

MS Project(Small - MIddle

Projects)

Large Projects(TBD)

Sales Omega(Sales Comp)

CRO(Order

Recognition)

VCP(Credit

Management)

DDT(Italy only)

WISDOM(Billing Output

Imagiing)COPE/BETBids/Quotes

New Tax?(Worldwide Tax)

ESSEC(Foreign Trade)

Invoice Printing(Offline Printingand Distribution)

RPL(Restricted Parties

List)

FusionHP Products

WatsonHP Products

Config and Quote

Order

From MM

SWSCHPS SAP

EnterpriseInstance "C"

Labs, Mkt,Prod Groups

ISSW(EntitlementGenration)

FTP toShippers

GLiS

eRendezvous

SW Mastering

To HPFO

To CalistoIM

From PPC

SUM(Address Update)

OM

ContractCDO

Internal Portal

SLM(Ext Portal)

IOM/HPOM

GSOIAInterface

iGSOInterface

Central UNASTNT (EMEA)

iGSO CentralHPS SAP 4.6Instance "D"

ESSEC

WWClassFS-SPOC DSPS/

FS50I-COST/CCS/

GPSy

ORION

PPC RIFLESFT98

OMNI

Trade

EMEA Reference

RPL

Eiffel/Heart OREquate

Sub Financials

SAPHPFO

"Tsquared"Taxware

SRS

FinanceKahuna/

3D Comet/Tabular

Sokrates

Returns

HPS Application LandscapeFuture State 2005 - DRAFT

November 12, 2002

MPC ODS

SAPCOPA

WebReports

@IM PMMSPortal

Returns

Multi-domainThin Clients

OrchestrationSales [email protected]

PackCPP

ContractCDO

EventObject Price Product

ConsumptionUpdate

Pub/Sub

WarrantyRegist

SubscribePublish

PackObject(CCP?)

Elf-pack QL

PackObject(CCP?)

CREST

To WES+

PWA


Source: Gartner's Hype Cycle Special Report for 2005,Aug 2005, ID Number: G00130115

Running IT like a businessSOA is becoming real By 2008, “SOA will provide the

basis for 80 percent of new development projects”

— S. Hayward, Positions 2005: Service-Oriented Architecture Adds Flexibility to Business Processes

Gartner, Inc. Feb. 2005.

By 2008, “SOA will provide the basis for 80 percent of new development projects”

— S. Hayward, Positions 2005: Service-Oriented Architecture Adds Flexibility to Business Processes

Gartner, Inc. Feb. 2005.

A few notes on IT economics


65%

10%

25%

Operations –managementand maintenance

Innovationand newfunctions

Migrationand

upgrades

IT spending: where does all the money go?

Only 10% of the IT budget is left for innovation

Only 10% of the IT budget is left for innovation


0

50

100

150

200

250

'02 '03 '04 '05 '06 '07 '08

Storage Servers Management and operations

IT spending: OPEX growing 3x faster than compute capacity spend

Tota

l spe

nd

$B

Sources: IDC, “On-Demand Enterprises and Utility Computing: A Current Market Assessment and Outlook,” July 2004; HP analysis.Storage spend includes storage management SW.


IT spending:hardware vs administrator costs

Total cost per terabyte of storage(source: IDC 2005)


IT spending:hardware vs administrator costs• Storage costs are

dropping−1995: ~$5000/GB raw−2005: $0.5/GB raw

• People costs are not:−2004–5 admin salary:

US$68k −growing ~0–6%/year

[SAGE-USA survey]

Total cost per terabyte of storage(source: IDC 2005)

Solution: automation


Automation: control loops


Automation: control loopsFor this to work:• we need to delegate authority

to the system• what do we want it to do?• what may it not do?

For this to work:• we need to delegate authority

to the system• what do we want it to do?• what may it not do?

expect control loopsto be nested!expect control loopsto be nested!

businessobjectives


Automation: control loops

how do you specify these?how do you specify these?

businessobjectives

how do youspecify these?how do youspecify these?

an SLOan SLO


SLOs are not enough

service level objectives

everything elseneeded in an SLA


We need simple SLAs …but effective ones


Communicating business intent to IT• We’ve had a hard time educating businesses

about IT metrics− let’s try doing the reverse BDIM

• What do business care about?−money

• What makes automation easier?−a single metric to optimize against


SLA structureWS Agreement basics

• Agreement Name and Context−contains a name, purpose, information about parties,

duration of the agreement, etc.

• Service Terms− service name, reference and other service properties−what service is offered and how it is offered

• Guaranteed Terms− service scope, qualifying conditions, service level

objectives (SLOs), penalties and rewards


SLA structurewhat if …• all the SLOs, service-level indicators, penalties,

and rewards in an SLA

• were replaced by a single price functionthat specified how much the provider was paid−parameterized by service-level metrics−with payments for desired outcomes−penalties for bad ones−omitting all details of how the outcomes are achieved

specify consequences, not behaviors!



SLA structureprice functions

SLA

$$ price$$ price

runtime parameters

pricefunction

+




SLA structureprice functions• one price function in each SLA− selected any way the service provider likes

• function(set of metrics/parameters) a price−must be deterministic!

• evaluated by:− service provider to work out what to charge−client to predict what might happen− third party to audit



Case studyTuscany:economy-based service-oriented computing


Tuscany – key ideasEconomy-based service-oriented computing

•Prices as reward/punishment in SLAclarify desired behavior

•Self-interested service providersseeking to maximize profitability

•Automated self-managementcost-effective, lights-out, agile operation


Tuscany – key ideasEconomy-based service-oriented computing

• easier automation− smaller optimization context, single metric to optimize

• easier to understand where to invest− look for max ROI

• greater transparency better accountability• encourages competition better services• narrower interfaces− specify consequences, not behaviors


Physical-resource farmscontrol + management

CPU & storage nodesVLANspower cooling

Trust assurance

analysis

auditing

Job executionservice stack

cust. 2customer 1

Job-execution

run-batch

portal data transfer

Data mining

analysis techniques

customer A


Data miningservice stack

DBMS servicescalable dbms

SOA economyCosimo bank

Tuscany ecosystem – a sample

Virtual-resource farmsXen/VMwareTycoon


Trust assurance

analysis

auditing

Physical-resource farmscontrol + management

CPU & storage nodesVLANspower cooling

Virtual-resource farmsXen/VMwareTycoon

Data mining

analysis techniques


Job executionservice stack

cust. 2

Data miningservice stack

customer 1

DBMS servicescalable dbms

Job-execution

run-batch


SOA economyCosimo bank

Tuscany ecosystemPrato: dbms-on-demand service

Customer A


Tuscany ecosystemPrato: dbms-on-demand service• a self-managing service provider

• that offers a dbms-on-demand service− 2x capacity for 3 days!− goes 10x faster!

• by giving each client their own virtual dbms appliance

• and hiding the complexity of:− setting up and managing the service


Recovery Point(go back to when?)

Designing data protectionAnatomy of a failure

updates

time

normal operation

100%

availability

time

operationcontinues

(e.g., at 2nd site)

0%outage

crash!

Recovery Time(duration of outage)

RPO = max allowedrecovery-point time (data loss) RTO = max

outage timeallowed

better idea: use penalty rates instead of hard bounds

better idea: use penalty rates instead of hard bounds


archive

business continuity

disaster tolerance

disaster recovery

Designing data protectionSpecify SLA via penalties

data losspenalty-rate ($/hour)

data outagepenalty-rate

($/hour)


50 000 000

5 000 000

500 000

50 000

5 000

500

asynchronous, batched mirroring

async mirror

synchronousmirroring

do failover

do reconstruction

50 0

00 0

00

5 00

0 00

0

500

000

50 0

00

5 00

0

500

Designing data protectionAutomation simplifies choosing

tape backup

data losspenalty-rate ($/hour)

data outagepenalty-rate

($/hour)

business continuity

disaster tolerance

disaster recovery

Designing for disasters K. Keeton et al., File and Storage Technologies (FAST'04), Mar-Apr 2004.


Designing data protectionAutomation simplifies choosing• that example was from storage systems−but the ideas apply equally well to other IT systems

grap

hic

from

Jacq

ues

Sauv

é


Prato research focusautomatic QoS spec service designClient specifies:• dbms size

− RAM (GB), disk (GB)− “in-memory”

high-performance

• outage and data-loss penalty rates− florins/hour

• data-isolation breach penalty− florins/occurrence

• contract start-date + duration− date, hours

Prato chooses:• capacity + speed

− number of nodes− amount of disk,

amount of RAM

• data-protection approach− [lots of choices]

• security-isolation approach− air-gap; VLANs, VMs, DBMS

• contract price

Related challenges

Trust


Trust

• Requires belief in performance, resiliency, and security properties + the systems that provide them

• Technical solutions exist: these are not the hard part


Trust• Opportunity: methods to build trust −will the proposed design work? design audit−has the design been deployed? deployment audit−has the design been altered? runtime audit−was it adequate? runtime audit

• If the client and service provider don’t fully trust one another, use a mutually-trusted third party

© 2007 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice

In conclusion …a few challenges


In conclusion …a few challenges• reasoning about prices−how to use price information in a service provider−how to use price information in a client−what prices to set to achieve business objectives

• representing business goals−aside: resist the natural slide into policy rules!

• trust

http://www.hpl.hp.com/personal/john_wilkes/papers/#Tuscany

Documents

Keynote - e Wilkes