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
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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?
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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?
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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?
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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?
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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
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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