1. CIM2331: Considerations for Service Catalog Design When Using Self-Service Portals
Adam Hasner & Sam Garber
Virtualization Practice Leads

2. A little about the presenters
Adam is also currently a Virtualization Practice Lead in Dells Global Infrastructure Consulting Services group and has 17 Years in the IT Industry
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@AHasner
@SamGarber
Sam is currently a Virtualization Practice Lead for Dell's Global Infrastructure Consulting Services group and has 11 years in the IT industry
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A Self-Service Portal should enable the consistent delivery of Service Catalog items through the use of automation and business workflow tools
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AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities 5. An Example6. Summary: How do we turn it on?
5. Automation impacts 8areas of IT Excellence
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Service Design
Continual Process Improvement

Supplier Management

6. Service Level Management 7. Service Catalog Management 8. Availability ManagementTransformation Planning
Organization and Skill Development
Life Cycle Management
Systems Management
Capacity Management
Financial Management
Configuration Management
Security Management
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Self-Service Portals
Future
Current
Custom Solutions
Extendable
Simple
New Features
Understandable
Practical
Inclusive
Usable
Financial Management
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AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities 5. An Example6. Summary: How do we turn it on?
11. A Service Catalog Can be Diverse
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Automation of business workflows, approvals, and tasks
Which ones are Automated?Which ones stay manual?
What are the dependencies?
How many of these would a new employee onboarding process touch?
Phone and Network Connectivity Services
Reporting Services such as Demand Planning & Forecasting
Monitoring and Alerting Services
Datacenter Facility Support
Mobile Device Management& Application Modernization
End User Device Provisioning and Support
Virtual Workload Management& Cloud Readiness
Server Ordering and Deployment
12. Self-Service Should Not be a Free-For-All
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GOVERNANCE
Manual Intervention
Fully Automated
Custom Service
Prescribed Service
Where is the perfect place to be?
Automation does not mean a lack of human involvement or governance
13. Service Catalog Basics
A Service Catalog contains Service Descriptions that clearly articulate:
What it is
How much it costs
The speed of delivery for the service
The service level during operation
Who is the intended consumer
Value added to the business
Description of the automation if present
The list goes on
Which Service Catalog items do we automate?
Which ones are easy to automate?
Which ones will return on the effort of automation?
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AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. Summary: How do we turn it on?
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How do we create an Effective Service Catalog so that it can be Automated through Self-Service?
16. Requirements Gathering
It is critical to ask the right questions of the right people (your customers):
What they would like to do tomorrow, not just today
What is needed to succeed in their goals?
What do they do that is common and repetitive?
Internally define the 60% adoption
Balance:
Resiliency
Security
Standards
Performance
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Cost and Complexity
Performance
Resiliency
$
EASY
Standards
Security
17. What Questions to Ask your Stakeholders?
After conducting hundreds of group and one-to-one interviews, we found these to be effective questions:
VALUE
What drives your Line of business (Speed, availability, capacity)?
What does your line of business need? Why? Which Applications?
Speed
Consistency
Availability
FORECASTING
How much net new or growth?
How much development or change?
QUALITY
Do you receive the product you expect?
Service support
Time to Delivery
Quality of Delivery
Governance & Reporting
What reporting would help you run your business better?
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Development

18. BuildFrameworkAnd the list goes on
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AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. Summary: How do we turn it on?
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A Self-Service Portal should enable the consistent delivery of Service Catalog items through the use of automation and business workflow tools
21. What can be delivered?What can we agree to?
Deliver NOW - grow into the future:
Simplify IT
Tried & true process
Future-proofed and flexible
Designed to meet the Good-Enough
Addresses the Why Not Now?
Why not at work?
Why not with existing technology?
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Set Expectations:
SLA vs SLO
Can the Business support it?
Is it measureable?
Delivered consistently?
Reflect the value of IT and LOB?
What can we already Deliver?
Figure how to make your infrastructure work
What Innovations are required for the future?
22. Operationalize
Leverage ExistingEnabling Technologies
What other automation tools can be utilized?
Integrate multiple tool suites already used or consolidate
Use off-the-shelf Management Suites
Use Configuration & Imagingtools
Multitude of automation toolsets available
Workflow automation where it makes sense
Use Business Process Integration tools
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AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. Summary: How do we turn it on?
24. This is the type of view that the end-customer sees and cares about
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But underneath lies complexity
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Clearly Articulate The Business Delivery and Impact
The Business Cares About the Service
Business Service
DATABASE
APPLICATIONS
SERVER
SERVER
Network
SERVER
OS
OS
OS
STORAGE
STORAGE
FIREWALL
IP/NET
ITSM
CAPACITY
SECURITY
FINANCE
LIFECYCLE
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AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. Summary: How do we turn it on?
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A Self-Service Portal should enable the consistent delivery of Service Catalog items through the use of automation and business workflow tools
28. Define the Problem

Building new servers

29. Loading/Reloading OS 30. Cloning Production to development 31. Maintain Process (OS, Backup, IP, etc.) 32. Deliver product 33. Comply with policy 34. BalancePerformance
Resiliency
How do we enable solutions that are ready for prime-time?
Standards
Security
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35. Determine what Good Enough looks like
Build a base automation model at better than 60% adoption rate
Performance
Resiliency

Simplify the Iterations

36. Target the standards 37. Govern adoption with Policy 38. Behavior modification 39. Who is the expert?Standards
Security
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40. Address the Outliers, Options, and dont forget Custom Offerings
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Dell Graphics Artist working on this
Build Opt-In items that are easily maintained - should be standard and able to be mostly automated
Performance
Resiliency
Opt-In Matrix:
Standards:

Hardware

41. Production Clone 42. VM SnapshotPerformance

High CPU or Memory usage

43. High Disk performanceResiliency

Site Recovery Manager (Define Standard)

44. Storage Snapshots (Define Standard)Security

Extranet

45. DMZ 46. Specific External Compliance AuditsStandards
Security
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AGENDA1. Service Catalog Targets2. Requirements Gathering3. Automation Items4. Hidden Complexities5. An Example6. Summary: How do we turn it on?
48. How Do We Turn it On?
Example: VMwares vCloud Director or Dell VIS Self-Service Creator as enablers
Ability to pre-package
Uses known and proven datacenter technologies
Ability to present service so that business can consume
Things to consider when integrating it in your plan:
Is it, in fact, the right solution?
Does it cover the full scope?
Workflow
Business integration
Will it address only virtualization based solutions?
Will the business plan to use only vSphere as its Hypervisor?
Food for thought:
Complement strategy with solutions to address physical and enable consumer choice of hosting platform
Look at solutions that can complement the self-service catalog to increase its adoption across a wider user base in the various business units it can serve
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49. Questions&Answers
50. Confidential
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51. Thank You for coming to see us!