addressing critical support challenges in a converged cloud environment

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

BB3546 - Addressing critical support challenges in a converged cloud environment Converged Cloud Support

Frank Sancho / June 13th, 2013


My background

Title Technology Services- Portfolio Lead

Converged Cloud Support

IT industry experience • Enterprise servers, storage & networking sales

• Business continuity and recovery services director

• SAP technology services development

Professional information • DRII international, business continuity professional

• Association of strategic alliances professionals

• Masters of business administration

Years at HP 17 Years

Current responsibilities • Portfolio Lead WW Technology Services

• Service development

• Cloud ecosystem development

Name: Frank Sancho

E-mail: [email protected]


My background

Title/Organization Portfolio and Product Support Management

IT industry experience • Mission Critical Business Development Manager

• IT Best Practices Workshop program development

• Mission Critical Workshops program manager

• IT Service Management Assessor

Professional information • Distinguished Professional of Service Management –

priSM Institute and ICSM

• ITIL Expert in IT Service Management

• Bachelor of Computer Science – Massey University

Years at HP 15

Current responsibilities • Services development for Cloud, Converged

Infrastructure and Integrated Systems

• Sales enablement and delivery readiness

• Knowledge transfer and training

• Design and leadership of the “Always On Support Simulation” program

Name: Martin Yates

E-mail: [email protected]

mailto:[email protected]


Every generation has a defining industry


IT is the defining industry of our generation


A new style of IT is emerging…

Speed Cost Simplicity Agility


Defined by major shifts across the industry

FROM TO

Cloud Client / Server

Mobility PCs

Big Data Transactional Systems


The promise of cloud

Improved reliability

Better efficiency

Lower costs Better scalability

Improve response time

Speed to innovation IT Agility

Better performance


HP Converged Cloud: The Cloud Enterprises Rely On

Choice Confidence Consistency Delivery Model

Platform Partner

Security Management

Scalability

Architecture Portability

Consumption

Hardware Software Services Managed Cloud Public Cloud

Consume Cloud Services

Build & Operate Cloud Services

CloudSystem Matrix Enterprise Service Provider

Private Cloud Solutions

Enterprise Cloud

Services (ECS) Managed Cloud

IaaS & SaaS

HP Software SaaS

IT Performance Autonomy

HP Cloud Services

Compute Block & Object

CDN

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Transform

Manage Converged Cloud

Professional Services

End-to-end lifecycle approach

Advise HP Cloud Advisory Services

HP Cloud Strategy Services

HP Applications Transformation

to cloud

HP Cloud Design Services

HP Cloud Implementation

Services

HP Cloud Operation Services

HP Cloud Education Services


Physical security Buildings Power Conditioning Cabling

Facilities Tiering

Space Cooling Connectivity Power Security Availability

Servers Storage Management Network IT security Processes

IT infrastructure

Everything connected …

Security Virtualisation Automation Standardisation Accessibility Measurement

Resource management

Service lifecycle management

Capacity management

IT service delivery model Portal access

Payment and chargeback

Service catalogue

WO

RKLO

AD


• Match applications to right delivery model…by service level agreement

• Build & consume right mix of services

• Leverage best of traditional IT, private, managed & public cloud

Build on-premises

cloud services

Consume off-premises cloud services

SLAs Availability, security, performance, compliance, cost

Private Cloud Managed Cloud Public Cloud Traditional

Imperatives for a Successful Cloud Journey


“Managing operations in complex, heterogeneous environments will continue to present significant challenges for resource-strapped IT departments.”

—Rob Brothers, “Wo r l d w i d e V i r t u a l i z a t i o n S e r v i c e s 2 0 1 2 – 2 0 1 6 F o r e c a s t,” IDC 2012


The Cloud should be handled as an Ecosystem and requires Service

Management integrated approach more than ever

Everyone talks about building the Cloud, but what about operating and supporting it

The journey to the Cloud is not free of challenges

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 utilization is achievable without risking availability?

• How do I make changes without failing?

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


Clouds can and do crash Google cloud goes down

May 2009

Amazon goes down Jan 2013

Vmware Cloud Foundry goes down May 2011

Microsoft Azure goes down Feb 2012

The cloud has many benefits but… it can crash

How can we prevent it?

How can we mitigate the risk?

How can we optimize and improve SLAs?


Entire IT environment Expert guidance

Reactive Services

(Hardware and Software) Expert guidance

Assigned Account Team Entire IT

environment

Single point of accountability

Tailored to your needs

HP’s best Call Experience

Proactive

Services

HP Datacenter Care for Cloud – Building Blocks

Primary Service Provider Heterogeneous HW SW

Converged Cloud Support CloudSystem Expert

Assistance Service

Flexible Capacity Services


World’s 1st comprehensive hybrid cloud support: Confidence for enterprises to extend workloads to the cloud

HP Converged Cloud Support

• Single source of support to resolve critical IT issues • Help with complexity of normalizing SLAs • Access to hybrid IT experts and best practices

For customers who need

• Confidence to deliver agility, cost savings and speed to innovation

• Ability to optimized workloads • Accelerate cloud adoption and time to value

Customer benefits

Private- Early Experience Program (EEP) will co-develop features during 2013

Traditional

Private cloud

Public cloud Managed

cloud


Enhanced Call Handling Ownership to resolution, priority access to technical expertise

Technical Solution Specialist

End to end call ownership

Resolution

Initial problem diagnosis and resolution Active end to end case management

Priority Elevation and Critical Event Management Complex problem diagnosis, isolation, and

resolution for both HW and HP Software

HP Partners with Vendor Agreements

HP Labs and HP Engineering


Ecosystem interoperability issues

• State-of-the-art case management

• Team of technical experts assembled by the Technology Support Specialists

• Leadership capability to resolve complex problems

• Allows Case Manager to add additional skills to resolve problem

Just-in-time collaboration Cloud API expert

Industry standard server expert

Linux expert

Network experts

Other technical experts


Growing public cloud ecosystem with world-class partners hpcloud.com/partners

Storage Management Platform (PaaS) Data services Development and testing

Cyberduck

Monitoring

SiteScope

Applications

Security

Technology

Performance Center Operations Orchestration

Diagnostics

https://www.hpcloud.com/partners/solution/category/storage


Build a solution to support your Ecosystem Flexibility with the Datacenter Care solution

Additional building blocks Select deliverables you need, when and where you need them • Converged Cloud Support • Primary Service Provider

• Flexible Capacity Services

• HP Hybrid Delivery Expert Assistance Service*

• Proactive Services

Datacenter Care support

solution to meet your

specific needs

Assigned Account Team Leverage a single point of accountability • Single Point of Contact

• Account Management

• Hybrid Delivery Expertise*

Reactive Support Services Choose the right level of hardware and software support

• Enhanced Call Handling

• Full Stack Collaboration Support


Tailored support based on your needs

Converged Cloud Support

Rapid ROI

• Free up resources for innovation • Reduce complexity, risk, and worry

Support to optimize the whole environment

• Rely on an assigned account team that understands your business and IT environment • Access HP’s best resources, global expertise, and decades of data center experience

• Improve agility and scalability with one accountable partner • Save time and cost

The power of one

Expertise to guide your journey to the cloud

Drive costs down

Support to operate and evolve to the Converged Cloud


• Validate and develop a core set of services

• Faster adoption of a Hybrid Cloud delivery model • Opportunity to get a highly personalized service that is

customized to your needs

• Engage with key customers to shape and co-innovate the right experience Vision

Goal

Benefits

Results

HP CCS Early Experience Program

• Take advantage of Converged Cloud Support services as they become available.

• Work with service providers participating in the program.

The Program

By private invitation


For more information

Attend these sessions

BB2678 Datacenter Care: Boost availability, performance and

efficiency while reducing IT operating costs BB1650 Spend OPEX dollars and Get your own Private Cloud DT3268 Exceeding SLAs for critical Cloud based IT services TB3210 Estimating and improving ROI in your data center BB3546 Addressing critical support challenges in a converged

cloud environment BB2673 Datacenter Trends & Direction

Visit these demos

• Moonshot Services

• Datacenter Care PSP

• Supporting the Cloud

After the event

• Contact your sales rep

• Visit the website/Facebook/Twitter at: www.hp.com/services/datacentercare

• Download the whitepaper Conquering the Challenges of DC Complexity

http://h20195.www2.hp.com/V2/GetDocument.aspx?docname=4AA4-0087ENW&cc=us&lc=en

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

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addressing critical support challenges in a converged cloud environment

Technology

cloud services build

hp converged cloud

cloud enterprises

managed public cloud

successful cloud journey

product support management

converged infrastructure

defining industry