How to deliver Self Service IT Automation

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How to deliver Self Service IT Automation

Roeland Verhoeven, Manager Cloud Supply Chain Simac ICT

Rien du Pre, HP Cloud Solution Architect

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Hoe te komen tot een Self Service Customer Centric Portal

Er wordt inzage gegeven in het voortraject, de keuze voor HP, de

partnerrelatie en het traject van de eerste ervaring met CSA tot en

met de eindoplevering.

De ambitie en wens voor een Marketplace achtig portaal waarin

klanten hun eigen diensten kunnen bestellen, wijzigen en stoppen,

dit alles op basis van abonnement vorm en inzage in gebruik en

financieel overzicht.

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HP’s aanpak en benadering

Customer case

Simac’s aanpak en

benadering

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Fase 1  Voortraject

Fase 3  Service Portal optimalisatie

Fase 5  Service management

HP en Simac

Fase 2  Start Cloud traject

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Voortraject

• Cloud Agile partnership

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HP Cloud Functional Architecture

Infrastructure

POWER & COOLING SERVERS STORAGE NETWORK SOFTWARE INFORMATION CLOUD

Version 4.0

SLA

Compliance

Quality of

Experience

Service Catalog & Repository

Order Management

Billing & Rating

Service

Offer

Mgmt.

Demand

Modeling

User & Access Mgmt.

D

eman

d

Usage Reporting

Portal & Service Access

Service Model Repository

Service Configuration

Service Usage

Service Monitoring

Quality of

Service

Service Health

Management

Service

Modeling

& Design

_Capacity

Modeling

(Service)

D

el

iv

er

y

Request Processing &

Activation

Resource

Template

Design

Resource Provider Manager

Capacity

Modeling

(Resource)

Su

pp

ly

Resource Pool Catalog & Repository

Resource Pool Mgr

Usage

Metering

Dynamic Resource

Management

Resource

Health

Resource

Configuration

Governance

• Risk

• Compliance

• Policies

• Standards & Architecture

Management

• Service Design

• Service Transition

• Service Operation

• Continuous Improvement

Business

• Strategy

• Demand

• Financial

• Invoicing

• Procurement

• Client Relationships

Security

• Program

• Identity Mgmt.

• Application

• Information

• Infrastructure

• Monitoring

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Front &

Back office

Application

_integration

Customer Self Service

Provisioning &

orchestration

Billing automation

Infrastructure Management

Service

integration

Storefront &

marketplace

Help desk CRM Business Intelligence Finance ERP

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, bi

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Automated provisioning Run reports Add or Delete User Manage accounts & preferences Get Support Application Configuration Management Add,Modify, Remove services Resource Management Service monitoring Application & service management Service Component definition & management Invoice generation based upon usage Fraud Prevention Pricelist management Order processing & workflow Patch Deployment Application Licensing Application Integration Application deployment Office Server (basis voorziening) Unified communications Identity management Unified collaboration (incl Sharepoint) Infrastructure capacity management Virtual environment Management Network management Security management Reporting Multi-tiered reseller support

SaaS

PaaS

IaaS

Access management Printing Hosted autenticatie VDI Simac apps Email Databases (SQL) Ontwikkel platform MS Azure Storage (basis

Simac referentiemodel

Archiving LAN/WAN

(8)

Front &

Back office

Application

_integration

Customer Self Service

Provisioning &

orchestration

Billing automation

Infrastructure Management

Service

integration

Storefront &

marketplace

A

ppl

ic

at

io

n

inte

rf

aci

ng

:

P

rov

is

io

ni

ng

, bi

lli

ng

,

fron

t

o

ff

ic

e

an

d

ba

ck

o

ff

ic

e

Automated provisioning Run reports Add or Delete User Manage accounts & preferences Get Support Application Configuration Management Add,Modify, Remove services Resource Management Service monitoring Application & service management Service Component definition & management Invoice generation based upon usage Fraud Prevention Pricelist management Order processing & workflow Patch Deployment Application Licensing Application Integration Application deployment Office Server (basis voorziening) Unified communications Identity management Unified collaboration (incl Sharepoint) Housing (power, cabling, etc.) Infrastructure capacity management Monitoring, alerting & notification Storage/ backup Management Server Management Virtual environment Management Network management Auditing, reporting & SLA

management Security management Reporting Multi-tiered reseller support

SaaS

PaaS

IaaS

Access management Printing Hosted autenticatie VDI Simac apps Email Databases (SQL) Ontwikkel platform MS Azure Storage (basis voorziening) Archiving LAN/WAN

Simac referentiemodel

(9)

Infrastructure management

Infrastructure

SLA

Compliance

Quality of

Experience

Service Catalog & Repository

Order Management

Billing & Rating

Service

Offer

Mgmt.

Demand

Modeling

User & Access Mgmt.

D

eman

d

Usage Reporting

Portal & Service Access

Service Model Repository

Service Configuration

Service Usage

Service Monitoring

Quality of

Service

Service Health

Management

Service

Modeling

& Design

Capacity

Modeling

(Service)

D

el

iv

er

y

Request Processing &

Activation

Resource

Template

Design

Resource Provider Manager

Capacity

Modeling

(Resource)

Su

pp

ly

Resource Pool Catalog & Repository

Resource Pool Mgr

Usage

Metering

Dynamic Resource

Management

Resource

Health

Resource

Configuration

Governance

• Risk

• Compliance

• Policies

• Standards & Architecture

Management

• Service Design

• Service Transition

• Service Operation

• Continuous Improvement

Business

• Strategy

• Demand

• Financial

• Invoicing

• Procurement

• Client Relationships

Security

• Program

• Identity Mgmt.

• Application

• Information

• Infrastructure

• Monitoring

Infrastructure capacity management Network management Network management Network management Virtual environment Management Security management Server Management Storage/ backup Management Monitoring, alerting & notification Monitoring, alerting & notification Auditing,

reporting & SLA management Server Management Server Management Auditing, reporting & SLA

management Server Management Network management Infrastructure capacity management

(10)

Front &

Back office

Application

_integration

Customer Self Service

Provisioning &

orchestration

Billing automation

Infrastructure Management

Service

integration

Storefront &

marketplace

A

ppl

ic

at

io

n

inte

rf

aci

ng

:

P

rov

is

io

ni

ng

, bi

lli

ng

,

fron

t

o

ff

ic

e

an

d

ba

ck

o

ff

ic

e

SaaS

PaaS

IaaS

Simac referentiemodel

(11)

Provisioning& orchestration, billing

Infrastructure

SLA

Compliance

Quality of

Experience

Service Catalog & Repository

Order Management

Billing & Rating

Service

Offer

Mgmt.

Demand

Modeling

User & Access Mgmt.

D

eman

d

Usage Reporting

Portal & Service Access

Service Model Repository

Service Configuration

Service Usage

Service Monitoring

Quality of

Service

Service Health

Management

Service

Modeling

& Design

Capacity

Modeling

(Service)

D

el

iv

er

y

Request Processing &

Activation

Resource

Template

Design

Resource Provider Manager

Capacity

Modeling

(Resource)

Su

pp

ly

Resource Pool Catalog & Repository

Resource Pool Mgr

Usage

Metering

Dynamic Resource

Management

Resource

Health

Resource

Configuration

Governance

• Risk

• Compliance

• Policies

• Standards & Architecture

Management

• Service Design

• Service Transition

• Service Operation

• Continuous Improvement

Business

• Strategy

• Demand

• Financial

• Invoicing

• Procurement

• Client Relationships

Security

• Program

• Identity Mgmt.

• Application

• Information

• Infrastructure

• Monitoring

Automated provisioning Automated provisioning Resource Management Service monitoring Application & service management Service Component definition & management Reporting Application & service management Pricelist management Order processing & workflow Fraud Prevention

(12)

Front &

Back office

Application

_integration

Customer Self Service

Provisioning &

orchestration

Billing automation

Infrastructure Management

Service

integration

Storefront &

marketplace

A

ppl

ic

at

io

n

inte

rf

aci

ng

:

P

rov

is

io

ni

ng

, bi

lli

ng

,

fron

t

o

ff

ic

e

an

d

ba

ck

o

ff

ic

e

SaaS

PaaS

IaaS

Simac referentiemodel

(13)

Customer self service

Infrastructure

SLA

Compliance

Quality of

Experience

Service Catalog & Repository

Order Management

Billing & Rating

Service

Offer

Mgmt.

Demand

Modeling

User & Access Mgmt.

D

eman

d

Usage Reporting

Portal & Service Access

Service Model Repository

Service Configuration

Service Usage

Service Monitoring

Quality of

Service

Service Health

Management

Service

Modeling

& Design

Capacity

Modeling

(Service)

D

el

iv

er

y

Request Processing &

Activation

Resource

Template

Design

Resource Provider Manager

Capacity

Modeling

(Resource)

Su

pp

ly

Resource Pool Catalog & Repository

Resource Pool Mgr

Usage

Metering

Dynamic Resource

Management

Resource

Health

Resource

Configuration

Governance

• Risk

• Compliance

• Policies

• Standards & Architecture

Management

• Service Design

• Service Transition

• Service Operation

• Continuous Improvement

Business

• Strategy

• Demand

• Financial

• Invoicing

• Procurement

• Client Relationships

Security

• Program

• Identity Mgmt.

• Application

• Information

• Infrastructure

• Monitoring

Run reports Add or Delete User Manage accounts & preferences Get Support Application Configuration Management Add,Modify, Remove services

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Cloud Center of Excelence, Grenoble

1. CSA 3 Technical Overview

2. Grenoble COE Datacenter Visit

3. CSA 3 deep dive demo End User Experience

4. CloudSystem Enterprise

5. CloudSystem Enterprise & ITIL Processes

6. CSA 3 Statement Of Direction

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Bezoek Executive Briefing Center Palo Alto

Doelstelling EBC bezoek

Opstellen roadmap voor BSM, reporting en data analytics

• Service Portfolio mgt

• Financial Management

• Service Level mgt

• Supplier & Contract mgt

• Service Asset en configuration mgt

• Change-Problem-Inc mgt

• Front Office Services

-

Request Fullfilment

-

Knowledge mgt

-

Call handling

• Dashboard & Reporting

• Data Aanalytics; Service Improvement

• Integration with Third Party (Cloud) Services

Inzicht in de gelaagdheid en afhankelijkheid van de producten

Wat verkrijgen we aan

• Rendementsverbetering

• Kwaliteitsverbetering

• Innovatiekracht

• Snelheidsverbetering

Automatiseren wat we kunnen automatiseren, belangrijkste stap is managen van

applicatie landschap.

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Simac ICT Netherlands

Dochter van Simac Techniek (>350 medewerkers)

Focus op BeNeLux markt

€170 million omzet in 2012

Meer dan 950 medewerkers

Opgericht in 1971

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Simac Cloud

Start in 2011

Organisatie binnen een organisatie

Greenfield start, Cloud denken

Cloud Organisatie voor Dummies, waar te koop?

Organogram zegt niets over hoe je werkt

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Cloud Organisatie

Suppliers

_Cu

stomer

s

Portfolio

Management

Supply Chain

Service

Design

Sales &

Support

paas

saas

iaas

xaas

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Think,

develop

Customer

demand

Vision &

Strategy

Market

demand

Global

description

Business

catalog

Implementation

Technical

design

Architecture

Service

Design

Service

Automation

Afstemming

Service

Delivery

Anders: voor-denken i.p.v. na-denken

Technical

catalog

Simac Cloud

reference

Beheren

Leveren

Monitoren

Rapporteren

Factureren

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Cloud Start, 9 maanden later

Wat hebben we geleerd…

• Van 0% naar 60% automatisering

• Niet voldoende voor invulling van ambities

• Je kunt niet alles vooraf inschatten

• Weet wat je wilt anders krijg je wat je niet wilt

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Waarom CSA voor Simac

• De noodzaak tot het geautomatiseerd leveren van alle

diensten op een gestandaardiseerde & flexibele wijze

• Financiële druk, besparen van operationele €

• Leveren van IAAS platform als springplank voor

zusters voor PAAS en SAAS diensten

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Waarom CSA voor klanten

• IT als dienst via een eigen zelfbedieningsportaal

• Uw eigen operationele dashboard

• Uw eigen actieve diensten

• Uw eigen financiële overzicht

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CSA project: inhoud

Creëren van portal, 3 services en billing integratie

1. Portal oplevering met 4 klanten

2. Automatische uitrol van een server, Fully Flexibel Server

3. Automatisch ‘onboarden’ VM: Import Server

4. Automatisch uitrollen/aanpassen VDI werkplek: VDI

SSR’s

5. Integratie met Cloud Cruiser t.b.v. billing: Cloud Cruiser

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Wat geleerd…

1. Eenvoudige vraag, bleek complex om te realiseren

2. Subject Matters Experts

≠

ketenervaren specialisten

3. People-Proces-Technology

4. Techniek = techniek, niet alles voorspelbaar

5. Cloud = agile, ook deze projecten, ontwikkeling tijdens

ontwikkeling

6. Weet wat je wilt, anders krijg je wat je niet wilt  requirements

7. Verdiep je in de mogelijkheden van het product, pas de dienst

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CSA 3.2 en op naar CSA 4.1

• Ambities in de lijn van een Marketplace Portal

• Continues Upgrade: 3.1  3.2 4.0 4.1

• Diensten naar CSA, nieuwe klanten in CSA

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