© 2013 IBM Corporation

Development Self-Service Solution TSYS International

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Agenda

TSYS Background Our Requirements The Journey

– Solution Selection – Pilot

The Solution Roadmap Lessons Learnt Functionality Opportunities Q&A

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TSYS Background

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the people of TSYS® improve lives and businesses across the world with every payment transaction.

41 million times each day

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Payment Processing Solutions Credit Decisioning &

Application Processing

Campaign, Marketing & Product Management

Authorizations

Risk Management

Customer Service

Business Intelligence

Financial Management & Settlement

BUYERS & SELLERS

Card & Statement Production

Rewards & Loyalty

Authorization & Capture

Collections & Recovery

Clearing & Settlement

Payment Gateway

Merchant Support & Help Desk

Merchant Boarding

Fraud Mitigation

Full-Service Acquirer

Prepaid

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TSYS Operating Segments

18%

20%

21%

41%

NetSpend

International

Merchant

North American

North America Services

International Services

Merchant Services NetSpend

Issuer Processing • Commercial Credit • Consumer Credit • Debit •Global Product • Healthcare • Loyalty • Program Solutions

Issuer Processing • Commercial Credit • Consumer Credit • Debit

Acquirer Processing •GP Net

Licensing

Acquirer Processing • TSYS Acquiring

Solutions

Merchant Acquiring • TSYS Merchant

Solutions • Central Payment JV • ProPay

Prepaid • Commercial • Consumer • Processing • Program Management

Revenue 2013 Estimates

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Our Requirements

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Requirements Summary

Prime Licensing Division (PLD) – Re-engineering development environment

• Previously: every developer’s environment on own laptop • Now: move to private, on-premise, dev cloud • Pre-req: “We must have self-service”

But also:

Processing environment already heavily virtualised However, need to develop strategic Orchestration & Automation

framework – Improve project delivery timescales

• IaaS, trending towards PaaS – Operational automation

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PLD Self Service

Capabilities & Requirements – Request new virtual machines – Start/stop virtual machines – Clone virtual machines – Snapshot virtual machines – Install software – Manage to a quota – Automatic expiry (with warning) of virtual machines – Request expiry date extension – Requests need to be manually approved where appropriate

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Orchestration & Automation Framework

Base solution to be delivered by PLD Self-Service Central “Manage From” system to help manage

– Development – Processing UK – Processing Brazil – …and beyond

Network Segmentation & Classification of Source Code – Manage From environment cannot talk directly to managed virtual

instances • Proxy/relay solution must exist for each zone & technology

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The Journey - Solution Selection

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Solution Selection

Six vendors invited to participate in Product Evaluation – Including “pure” OpenStack solution, presented by in-house

enthusiast & contributor Discussions, Q&A, and scoring Shortlist of two vendors: IBM and A.N. Other

– IBM offering was TSAM Reference calls

– Strong recommendation: • Consider Open Source infrastructure integration layer

Almost exactly one year ago… – IBM announces SmartCloud Orchestrator at Pulse2013

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The Journey - Pilot

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PLD Self-Service - Pilot

IBM offers “Lighthouse” pilot engagement based on SCO – Partnership approach, both parties fully commited to success – Enhanced support through the engagement – Direct access to labs – Early adopter feedback – Turn bleeding-edge into leading-edge – References and case studies

Where are we now:

– Pilot testing complete, including extensive end-user testing – Finalising non-functional testing – Planning production roll-out (see later)

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The Solution

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Simple IaaS Services (VMs)

Cloud Management/Governance

Advanced IaaS Services

ITIL Managed IaaS services (Advanced IaaS services integrated with ITIL processes)

VM provisioning & On-boarding

Role & Authentication Management

Cloud Management

VM Image Construction

Image Management

Usage metering,

accounting & chargeback

Virtualised Infrastructure

Monitoring

Capacity Management and Planning

Event Management

Patch Management

Endpoint Compliance & Management

Backup & Restore

Storage Provisioning &

Automation Management

Network Provisioning &

Automation Management

Services Orchestration

Problem & Incident

Management IT Asset

Management License

Management Change &

Configuration Management

Service Desk

Release Management

1

2

3

4

Incr

easi

ng C

apab

ility

Simple IaaS Services (VMs) Entry point in the IaaS cloud space. It allows to start building a multi-tenant cloud infrastructure and model delivering simple VMS (configured with proper network and storage) that covers 70 % of requests from business lines.

Cloud Management/Governance Complements first macro-pattern by adding management capabilities that allow to manage aspects like SLAs, security, resiliency, capacity planning, etc… for both the infrastructure that provides the cloud and the cloud service itself.

Advanced IaaS services integrated with ITIL process Allows to completely integrated the cloud world with the remaining part of the enterprise by including the cloud infrastructure and services in the enterprise ITIL processes.

Advanced IaaS Services (VMs, Storage, Network, and combinations) Allows creating a more sophisticated cloud infrastructure for delivery of complex and critical IaaS services in highly demanding environments.

Hybrid Cloud Integration

Threat & vulnerability, identity & access, Security info and events

mgmt

Incremental Approach for Building Cloud Enabled Data Center Solutions

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Simple IaaS Services (VMs)

Cloud Management/Governance

Advanced IaaS Services

ITIL Managed IaaS services (Advanced IaaS services integrated with ITIL processes)

VM provisioning & On-boarding

Role & Authentication Management

Cloud Management

VM Image Construction

Image Management

Usage metering,

accounting & chargeback

Virtualised Infrastructure

Monitoring

Capacity Management and Planning

Event Management

Patch Management

Endpoint Compliance & Management

Backup & Restore

Storage Provisioning &

Automation Management

Network Provisioning &

Automation Management

Services Orchestration

Problem & Incident

Management IT Asset

Management License

Management Change &

Configuration Management

Service Desk

Release Management

1

2

3

4

Incr

easi

ng C

apab

ility

Simple IaaS Services (VMs) Entry point in the IaaS cloud space. It allows to start building a multi-tenant cloud infrastructure and model delivering simple VMS (configured with proper network and storage) that covers 70 % of requests from business lines.

Cloud Management/Governance Complements first macro-pattern by adding management capabilities that allow to manage aspects like SLAs, security, resiliency, capacity planning, etc… for both the infrastructure that provides the cloud and the cloud service itself.

Advanced IaaS services integrated with ITIL process Allows to completely integrated the cloud world with the remaining part of the enterprise by including the cloud infrastructure and services in the enterprise ITIL processes.

Advanced IaaS Services (VMs, Storage, Network, and combinations) Allows creating a more sophisticated cloud infrastructure for delivery of complex and critical IaaS services in highly demanding environments.

Hybrid Cloud Integration

Threat & vulnerability, identity & access, Security info and events

mgmt

Incremental Approach for Building Cloud Enabled Data Center Solutions

18

Simple IaaS Services (VMs)

Cloud Management/Governance

Advanced IaaS Services

ITIL Managed IaaS services (Advanced IaaS services integrated with ITIL processes)

VM provisioning & On-boarding

Role & Authentication Management

Cloud Management

VM Image Construction

Image Management

Usage metering,

accounting & chargeback

Virtualised Infrastructure

Monitoring

Capacity Management and Planning

Event Management

Patch Management

Endpoint Compliance & Management

Backup & Restore

Storage Provisioning &

Automation Management

Network Provisioning &

Automation Management

Services Orchestration

Problem & Incident

Management IT Asset

Management License

Management Change &

Configuration Management

Service Desk

Release Management

1

2

3

4

Incr

easi

ng C

apab

ility

Simple IaaS Services (VMs) Entry point in the IaaS cloud space. It allows to start building a multi-tenant cloud infrastructure and model delivering simple VMS (configured with proper network and storage) that covers 70 % of requests from business lines.

Cloud Management/Governance Complements first macro-pattern by adding management capabilities that allow to manage aspects like SLAs, security, resiliency, capacity planning, etc… for both the infrastructure that provides the cloud and the cloud service itself.

Advanced IaaS services integrated with ITIL process Allows to completely integrated the cloud world with the remaining part of the enterprise by including the cloud infrastructure and services in the enterprise ITIL processes.

Advanced IaaS Services (VMs, Storage, Network, and combinations) Allows creating a more sophisticated cloud infrastructure for delivery of complex and critical IaaS services in highly demanding environments.

Hybrid Cloud Integration

Threat & vulnerability, identity & access, Security info and events

mgmt

Incremental Approach for Building Cloud Enabled Data Center Solutions

IBM SmartCloud Orchestrator

IBM SmartCloud Orchestrator

IBM Endpoint Manager

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The Solution

Proposed a solution comprising SmartCloud Orchestrator (SCO), IBM Endpoint Manager (IEM), Tivoli Common Reporting (TCR)

Why SCO? – Self Service Capabilities, Workflow Integration and integration with VMware based infrastructure

Why IEM? – Supports Secure Computing Infrastructure, can traverse firewalls using secure relays

Why TCR? – Highly customizable reporting on top of OOTB SCO reports

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The Solution – Architecture Overview (simple)

Proposed a solution comprising SmartCloud Orchestrator (SCO), IBM Endpoint Manager (IEM), Tivoli Common Reporting (TCR)

Why SCO? – Self Service Capabilities, Workflow Integration and integration with VMware based infrastructure

Why IEM? – Supports Secure Computing Infrastructure, can traverse firewalls using secure relays

Why TCR? – Highly customizable reporting on top of OOTB SCO reports

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The Solution – Highlights – Basic SCO

Custom built onboarding and cloning functionality – Possibility to onboard an existing virtual machine as a Virtual

System Instance – Possibility to clone from a running virtual machine into a new virtual

system instance

For both use cases, use OpenStack, VIL and IWD REST and CLI APIs

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The Solution – Highlights – Business Process Mgmt.

16 Use Cases offered via Self-Service Highly reusable BPM building blocks Email notification for all major workflow steps Customized error handling – notification of admins via email and

inbox task Specific approvals per workflow, via custom keystone roles

– Provisioning offerings – Is the project within quota? Within quota – approval to Team Administrator, Out of quota – Approval to Cost Center Manager

– Instance Lifecycle offerings - Is the requestor the owner of an instance? Automatic approval or approval task for instance owner

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Roadmap

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Our Roadmap

Continue to be driven by Dev requirements in short term Need to 'bullet proof' the solution for an enterprise environment

– Monitoring, backup, HA and DR Real need to simplify

– Project delivery in Processing – Operational & support processes in Processing – “Self-Service for Admins” – “Self-Service for Operations”

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After Pilot (Now)

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Create “Production” Manage From

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Expand to Simple Network Changes

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Add PVDE* Solution as Manage To

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Experience an SCO Upgrade Cycle

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Expand into Processing – UAT First

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Expand into Processing – Then Production

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And Beyond…

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Lessons Learnt

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Recommendations To Date

Engage fully with the project – Align quality technical resource with IBM professional services

Focus on business use cases – gain agreement Be fully comfortable with the manual processes today Challenge “out-of-the-box” design assumptions Get involved with SCO functionality discussions Feedback, feedback, feedback

– IBM development need your real-world perspective – They do listen!

Invest in knowledge transfer & training Check your browser :-D

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Main Functionality Gaps Opportunities

Onboarding – Critical for “emerging cloud” enterprise clients such as ourselves

• Transitioning from Virtualisation shop to Cloud shop – Onboarding of production workloads:

• Maintaining existing IP addresses is essential • Maintaining existing hostnames is highly desirable

Resource Change Granularity – Relies on flavours currently

User Role Granularity – Across and within domains – Group membership alignment/sync with corporate directories

• Or federate? Error reporting/messaging

– Between underlying components, currently limited In Support/BAU mode

– What happens if we need a “metadata” fix? • Won’t have the option to clear out system and start again

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Questions?

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Acknowledgements and Disclaimers:

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