Master the Cloud: Supporting the Cloud

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Master the Cloud:Supporting the CloudAndreas ScheelDecember 11, 2013

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4

What is Cloud in simple terms?

• No need to own SW or HW assets• No need to integrate or maintain service• Orders when needed, pays for use

• Owns and manages all of the IT assets• Assumes functions, cost and risk of the

service components

Service Provider

Service Consumer Cloud Service SLA

Deliver IT functionality as a service + aligning IT to deliver business outcomes


Cloud will bring …

What to expect from a Cloud ?

Paradigm shift for IT and businessIT as a service IT Service ManagementIT managing IT services, not hardware and software• End-to-end strategy, design, deployment, operation, improvement• IT management at device or system level not sufficient

IT benchmarked on achieving SLAs and cost• Service level agreements at end-user level• Funding and costing per service

IT competing with external IT service providers


Cloud will bring …

What to expect from a Cloud ?

High degree of IT service automation• Benefits of Cloud require automation• Also initial higher risk of disruption

IT skills shortage• Fewer IT staff but more strategic roles• New roles in IT with different skills

Complex and very dynamic environments

Hard to predict demand• The business loves it (if it can be met)• The IT department does not


With increased complexity, prevention of disruption is more important than ever

What may disturb your Cloud solutions?

10%

90%

Technology: Tools and infrastructure

Process: Lack of service management best practices and continual improvement

People: New or unfamiliar roles and responsibilities, skills and education, mistakes

Culture: Values, norms and experiences


What analysts are saying

Supporting the Cloud

Challenges• Reduced level of visibility• Easy to re-introduce single points of failure• Overpressure to automate increases hidden

risks• Device sprawl is unmanageable and costly• Support flexibility to cover the entire (always

changing) environment

Go to: http://www.accelacomm.com/acc/hp/0/50221184/

IT briefing center

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Clouds can and do crash

AmazonApril 21, 2011August 7, 2011June 14, 2012December 24, 2012

Microsoft

February 29, 2012March 12, 2013

VMware

May 2, 2011…twice in a row!

Despite HA everywhere and “designed with backups to the backups' backups”

Whatever the cause, most clouds will be business critical to someone

http://allthingsd.com/20110421/amazons-cloud-crashed-overnight-and-brought-several-other-companies-down-too/

http://www.datacenterknowledge.com/archives/2011/08/07/lightning-in-dublin-knocks-amazon-microsoft-data-centers-offline/

http://www.infoworld.com/d/data-explosion/blame-game-over-amazon-outage-misses-the-point-196213?source=IFWNLE_nlt_cloud_2012-06-25

http://www.datacenterknowledge.com/archives/2012/02/29/windows-azure-cloud-hit-by-downtime/

http://www.datacenterknowledge.com/archives/2012/02/29/windows-azure-cloud-hit-by-downtime/

http://www.networkworld.com/news/2011/050211-vmware-foundry-outage.html

http://www.networkworld.com/news/2011/050211-vmware-foundry-outage.html

http://blogs.msdn.com/b/windowsazure/archive/2012/03/01/windows-azure-service-disruption-update.aspx


Clouds can and do crash

MicrosoftMarch 12, 2013

• Cloud services (incl. Outlook)• Cause: Firmware updates• Effects: Overheating• Outage: “unexpected” downtime 16

hours !!• Business impact: 16 hours for

consumers• Recovery: HW, SW and lot’s of human

intervention

“Outages are something we take very seriously and invest a significant amount of our time and energy in doing our best to prevent”

Firmware upgrade causes heat spike then outage for nearly 16 hours

Whatever the cause, most clouds will be business critical to someone

http://www.datacenterdynamics.com/focus/archive/2013/03/overheating-brings-down-microsoft-data-center


What you need to do


Segmentation of IT applications / IT services into criticality levels

IT services defined and aligned with the business

Business processes

IT services

IT infrastructure

RiskQualit

yCost

Agility


Proven approach for reliable IT service deliveryBuild it right• Solution design in line with requirements• Balanced approach using technology,

people and processes, and support partnerships

• Fit for purpose and fit for use (Specs vs. SLAs)

Keep it right• Keep it running

– Proactive approach– Avoid or minimise downtime

• Fix it fast– Quick incident resolution– Minimise the duration of a failure

• Continually improve

IT services defined and aligned with the business

Build it right

Keep it running

Fix it fast


Adopt an IT Service Management FrameworkMaintain a coherent service management framework for end-to-end cloud operation

The benefits• Structure for a highly dynamic

environment• Structure for better IT alignment with the

business• Structure for mature IT service delivery• Structure to measure IT and prove its

value• Structure for continual improvement

Apply and manage

Cloud is “IT as a service”


Provisioning and demand, manage and operate

Make use of tools and automation

Use tools to monitor and manage your operations• Real-time monitoring and measurement against SLAs• Faster response to service disruptions with up-to-date configuration information• Know your tools

Adopt and apply automation standards• Determine which procedures are manual and those that can be automated• Establish thresholds on automatic provisioning

Manual procedures and reactive incident resolution • Adapt manual procedures to interact with the automation layer• Enable intervention without disturbing automated processes


Samples of ITSM frameworks and best practicesRely upon best practice frameworks• ITILv3® (IT Infrastructure Library), CobIT® (Control Objectives for Information and

related Technology), CMMI® (Capability and Maturity Model Integration)…

Adopt and adapt principle• Learn from others, but adapt it to match specific situation: whitepapers, advisories

etc.

Leverage upon industry standards• Smooth interaction of components, e.g. by implementing converged infrastructure

Avoid issues instead of fighting them• Proactively implement improvements or fixes to known errors

Use expertise to expand own capabilities• Increase knowledge and skills, fill gaps, continually align, continually improve


In summary: processes of key importanceDemand Management

Identify trends of business and consumption of services and be prepared for future demand

Capacity Management Make sure your infrastructure is ready to meet future demand volumes

Configuration Management

Map your environment, maintain the information about the various items and their relationships of the cloud that may impact the services

Change Management Understand expected changes, their impact and protect your cloud from changes

Service Level Management

Negotiate, agree, monitor and report KPIs, SLA and OLA with your service consumers/providers

Incident ManagementEvents will occur, be ready to restore an IT service back to normal operational status as quickly as possible Take proactive steps to avoid incidents instead of dealing with them reactively

Problem Management Identifying the root cause of an incident is key to make sure you won’t face it again

Continual Service Improvement

Change is a constant and often comes with low predictability. Identify and fix quality and efficiency gaps Make continual improvement fundamental to the way you work

Financial ManagementIT as a service requires service based costing or pricing (for providers). Cloud consumers need Financial Management to decide their best sourcing options for IT services


How to evaluate Cloud Service Level Agreements1. Understand roles and responsibilities

2. Evaluate business level policies3. Understand service and deployment model differences

4. Identify critical performance objectives5. Evaluate security and privacy requirements

6. Identify service management requirements7. Prepare for service failure management8. Understand the disaster recovery plan

9. Define an effective management process10. Understand the exit process

Source: “Practical Guide to Cloud Service Level Agreements Version 1.0”, Cloud Standards Customer Council, April 2012


What your support provider should offer



• Broad experience with ITSM frameworks

• Single point of accountability• Multi-vendor support by design• Environment level support• Proven approach to reliable IT service

delivery • Large, deep pool of experts and

resources• Collaboration with other vendors


HP Datacenter Care



The Cloud should be handled as an Ecosystem and requires

Service Management integrated approach more than

ever

Everyone talks about building Clouds HP also talks about operating and supporting Clouds

Helping customers with the challenges of Cloud

A few of many important questions for complex, virtual and highly dynamic environments• What are my critical business processes and

their points of failure?

• What service levels do I need (to meet high expectations of consumers)?

• How do I measure, if SLAs were met?

• What is the business impact of a major disruption?

• What can be done to prevent disruptions?

• How do I keep everything up-to-date & consistent?

• How do I upgrade components without breaching SLAs?

• How much utilisation is achievable withoutrisking availability?

• How do I make changes without failing?

• How do I handle hard-to-predict consumer demand?


HP Datacenter Care for Cloud

Software Solution Management

Services

Converged Cloud Professional Services

HP Cloud Professional Services

Flexible Capacity ServiceOpex vs Capex


Within the walls of the datacenter

Today: HP delivers a global, defined enterprise - grade experience

Traditional Private cloud

HP Datacenter Care


Using an optimal mix of delivery models to achieve speed and agility

HP’s point of view: Hybrid service delivery

Public cloudManaged cloudPrivate cloudTraditional

BuildCloud services

ConsumeCloud services

A continuum of SLAs(Availability, security, performance,

compliance, cost)

HP Converged Cloud common architecture


Leveraging resources outside the datacenter

It’s time to consume IT differently

Traditional Private cloud

HP Public cloud

XYZ

Orchestrated

workloads

Hybrid Support


The world’s first comprehensive hybrid support experience

HP Hybrid Cloud Support

For customers who need• A single source of support and accountability

across the hybrid cloud ecosystem• Rapid access to hybrid cloud experts, tools

and best practices • Maximize responsiveness to critical IT issues

Customer benefits• Achieve SLA’s and an enterprise-grade user

experience • Reduced risk and improved TCO• Accelerate hybrid cloud adoption to deliver

agility, cost savings and speed to innovation

NEW

HP Datacenter Care experience – confidence to extend workloads to the cloud


HP’s proven and solid Technical Services foundation

Support 1.7 million SAP users in 54 countries

SAP Partner of the Year

Delivered 100,000+ SANs worldwide

Customers in 90%+ of the Fortune 100

6,000 high-availability experts

48,000 Microsoft®-trained professionals

13,500 ITIL-certified professionals

7,600 network infrastructure and voice professionals

2,500+ ServiceOne partners

Highest mission-critical customer loyalty: 95%+

Designed 50 million square feet of data centers,

60+ greenfield data centers, and 60% of all LEED-certified data centers

Support available:

•24x7, 365 days per year

• Covering 24 time zones

• In 30+ languages

• HP presence in 180 countries

Deliver private cloud in 30 days

80,000+ customer touchpoints daily

1,000+ HP Converged Infrastructure and CloudSystem implementations


How to be successful with a Cloud

Lessons learned

29

The need for proactive management practices and robust Service Management processesThe importance of skilled people and robust processes to a successful Cloud operationRecognition that you may need fewer IT people, but they have a more strategic roleThe need for IT to have collaborative partnership with its vendors

who can support the Cloud


For more information

Attend these sessions

• What it takes to run and support business-critical ITBB2243

• Learn from the Masters: HP CloudSystem MatrixDF2246

• Why people matter DT2404

• How to test drive running Cloud servicesDT2245

• HP Cloud RaceToResults simulation

Visit these demos

• Make it SucceedDatacenter Care for CloudApp Management and EducationDEMO2213

• HP Cloud Professional ServicesNew HP Hybrid Cloud Design New HP Hybrid Cloud SupportDEMO2201

• Support for IT EnvironmentsHP Datacenter CarePrimary Service ProviderDEMO2306

After the event

• Contact your sales rep

• www.hp.com/services/datacentercare

• www.hp.com/services/proactivecare

• www.hp.com/services/lifecycleevent

• www.hp.com/services

• “We don’t need IT service management, we buy all our services from the cloud!”

Your feedback is important to us. Please take a few minutes to complete the session survey.

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