vmworld 2013: sddc it operations transformation: multi-customer lessons learned

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SDDC IT Operations Transformation: Multi-customer Lessons Learned Bjoern Brundert, VMware Valentin Hamburger, VMware OPT4963 #OPT4963

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VMworld 2013 Bjoern Brundert, VMware Valentin Hamburger, VMware Learn more about VMworld and register at http://www.vmworld.com/index.jspa?src=socmed-vmworld-slideshare

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Page 1: VMworld 2013: SDDC IT Operations Transformation:  Multi-customer Lessons Learned

SDDC IT Operations Transformation:

Multi-customer Lessons Learned

Bjoern Brundert, VMware

Valentin Hamburger, VMware

OPT4963

#OPT4963

Page 2: VMworld 2013: SDDC IT Operations Transformation:  Multi-customer Lessons Learned

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Agenda

The presenters

The VMware TAM Program

Cloud thoughts: Business & IT

Let‘s get started

Aligning operations

Lessons learned from multiple (TAM) customers

Additional material

Page 3: VMworld 2013: SDDC IT Operations Transformation:  Multi-customer Lessons Learned

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Caution - Real Life Content

Most content in this presentation is based on real-life

experience. It does not reflect just one or a few customer's

situations but summarizes observations that have been made

in the industry over the past few years.

Consuming this content might lead to

positive side-effects in your daily work.

Page 4: VMworld 2013: SDDC IT Operations Transformation:  Multi-customer Lessons Learned

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The Presenters

Bjoern Brundert, Sr. TAM

Valentin Hamburger, Sr. TAM

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The TAM Program @ VMware

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A Little Context

Virtualization has changed the face of IT in the past 10 years

• Foundation for “Cloud Computing” (IaaS)

• “Bottom-up” innovation (to make IT life easier)

• Focus was/is mainly on cost reduction

SDDC (IaaS + PaaS) seems to be the logical next steps

• But: its not just another name for automated Virtualization

• Disruptive change in IT delivery

• “Top-down” innovation (requested by the business)

• “Cloud” is not primarily focussed on cost reduction, it’s about agility

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Server Virtualization Started a Transformation Journey

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SDDC thoughts

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SDDC Thoughts: Business & Internal IT

Multiple companies face the same business challenges today

• Growth in the past few years

• Looking for new markets and ways to expand business

• New/more rapid customer interaction (Android/iOS Apps)

• Benefits of “Cloud” are expected from internal IT

Internal IT

• Acts often as Internal service provider

• Challenging to react to business needs

• Must maintain various security and

compliance standards

• Needs to keep up with growing

service requests

Image Source: http://geekandpoke.typepad.com/geekandpoke/cloud/

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Business Expectations

BUs want

more flexible /

faster IT (don’t care

about technology)

CxO Level pushes

Cloud move

Short notice

service

provisioning and

decommissioning On-demand model

to react to market

changes

Receive new

services as simple /

quick as possible

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IT Reality

Use existing

processes and

tools to deploy

VMs

Windows team

manages the

"cloud"

additionally

Ressources are

handled as with

the existing

vSphere

environment

No changes to

existing services /

apps for running

in the Cloud

VMs / Services

need to be

requested using

the same process

as for vSphere

today

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Let’s Get Started

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Self-Assessment

What to self-assess?

• Processes

• Team

• Requirements & Expectations

• Operations

Work together with a partner

• Provides an "outside" view

• Knows other implementations and gives guidance

• Draws in additional departments

Reassure if the business case is commonly understood

• Ask the business units / internal customers

• Note the important "must have" requirements vs. "nice to have" or "cosmetic”

People

Processes Technology

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Service Deployment Dependencies

Infrastructure Storage OS Network

Service

Deployment

Security Application

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VM Deployment in 5 minutes

Service Need Translate to

Service Config Request Service

Service

Approved

Translate to VM

Config

Request / check

storage space Request / check

network

Request / check

Security

Create VM Install VM OS Configure OS

corporate std.

Install Application

/ Service

Configure

Service Service Deployed

5 Minutes 1 Day 1 Day 2 Days

1 Day 4-6 Days 4-6 Days 1 - 2 Weeks

1 Hour 1 Day 1 Day 1 - 2 Days

2 Days

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VM Deployment in 5 minutes

Service Need Translate to

Service Config Request Service

Service

Approved

Translate to VM

Config

Request / check

storage space Request / check

network

Request / check

Security

Create VM Install VM OS Configure OS

corporate std.

Install Application

/ Service

Configure

Service Service Deployed

5 Minutes 1 Day 1 Day 2 Days

1 Day 4-6 Days 4-6 Days 1 - 2 Weeks

1 Hour 1 Day 1 Day 1 - 2 Days

2 Days

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Information gathering

Work together with other departments

• What are their biggest challenges?

• What tools are they using? Any changes planned here?

Visualize your processes and dependencies

Identify recurring tasks, work packages, etc.

Document requirements and dependencies for applications

Standardization is key to success, but they still needed to maintain

some individual builds

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Standardization

Why standardize?

• Speed up deployment

• Streamline Day 2 Operations

• Working with less adhoc service delivery requests

Rethink current installations

• Identify automation/standization potential

• What standards are already used?

• Can they be further simplified?

Think big - start small

• Identify “Quick Wins”

• Most common tasks

• Most common deployments

• Apply a 80/20 approach

• 80% of services may be easily standardized

• 20% of services may be difficult to standardize

• Question existing implementations and reassure if they are required

Integration

Automation

Standardization

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Automation

Automation empowers SDDC

• Is key in providing fast deployments

• Goes hand in hand with integration

• Decouples service deployment and manpower

Recommendations

• Define major processes to automate

• Again, define required vs. nice to have automation

• Quick wins are important - start simple

• Make sure all needed parties are within

the automation team

Integration

Standardization

Automation

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Integration

Integration is key

• Leverages automation and standardization

• Is needed for a seamless user experience

No more manual Documentation

• Identify required systems to integrate

• Define required vs. nice to have integration

Think big - start small

• Quick wins are important

• Make sure all needed parties are part of the

Integration team

Automation

Standardization

Integration

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Integration example: Deployment

User Portal

Approval

Orchestration

Cloud Layer

Infrastructure

$ $ $ $ $ $

Chargeback / Billing

Technical Approval

OS

Updat

es

CMDB

ITSM

External

Billing Link

VM

Chargeback data is provided

out of the cloud for external

billing systems

Technical and business /

budget approval is integrated

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Integration example: Operations

Open a Change

in ITSM tool

Notify NOC about adhoc

activity (mail, message,

etc)

Perform actual activity

(shut down/reboot)

Close Change

in ITSM tool

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Aligning Operations

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Operations - Before

Functional separation of teams that provide infrastructure

• Network and Security

• Storage and Backup

• Server and Operating System

• Linux and Databases

Virtualization has grown into a central component without

centralized operations

• Connecting with other teams only for larger outages or in “reactive mode”

Network /

Security

Storage /

Backup

Server /

Windows /

VMware

Linux /

Databases

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Operations - During Large Projects

Network /

Security

Storage /

Backup

Server /

Windows /

VMware

Linux /

Databases

Project team

(partly assigned resources for a

limited time)

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Operations - Example Future Structure

Network /

Security

Storage /

Backup

Server /

Windows /

VMware

Linux /

Databases

Cloud Infrastructure

Center of Excellence

Continuous

feedback and

exchange with

“former” team mates

Additional colleagues

can join the CoE over

time (with growing

demand)

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Lessons Learned from multiple (TAM) customers

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Best Practices

“CSI”: Continuous Service Improvement

• Keep reviewing efficiency of your integration

and automation implementation

• Make sure the operation team is as balanced as the project team was

• Reassess from time to time

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Best Practices

Cloud Infrastructure Operations Center of Excellence

• Find a sponsor for your activities

• Think big, start small - even a small team

with the right competencies can achieve a lot

Transparency can help

• Show how long tasks are running and where time is getting lost

• Assess your current situation without finger pointing

Start with automation in areas where you spend lots of time with

manual tasks

• Include variables, make them repeatable, think in "modules" that can

be reused

• Check out vCenter Orchestrator

• Think of Orchestration/Automation skills as a carreer opportunity

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Best Practices

Internal marketing

• One of the most common observations:

IT is not promoting great achievements

• Do great things and talk about them!

Exchange regularly with other teams

• Talk to internal customers (Service Managers, Account Managers, ...)

to compare expectation vs. delivery

• Keep listening

• Constructive question demands and requirements

Keep up with technical developments

• Compare Public Cloud offerings

• Take trainings, e.g. one video from vmwarelearning.com each week

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Defy Convention

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Additional Material

VMworld 2012 and 2013 sessions (Operations Transformation/IT

Transformation)

VMware Cloud Ops Blog: http://blogs.vmware.com/cloudops/

Cloud Operations Services:

http://www.vmware.com/services/cloud-operations-services/

Free “Organizing for the Cloud” Whitepaper:

http://www.vmware.com/files/pdf/services/VMware-Organizing-for-

the-Cloud-Whitepaper.pdf

Twitter: @vmwarecloudops @VMwareTAM @harrowandy

@kurtmilne @VHamburger @thinkingvirtual

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Other VMware Activities Related to This Session

Group Discussions:

OPT1002-GD

vCloud/SDDC Deployment with Venkat Gopalakrishnan

OPT4963

Page 34: VMworld 2013: SDDC IT Operations Transformation:  Multi-customer Lessons Learned

THANK YOU

Page 35: VMworld 2013: SDDC IT Operations Transformation:  Multi-customer Lessons Learned
Page 36: VMworld 2013: SDDC IT Operations Transformation:  Multi-customer Lessons Learned

SDDC IT Operations Transformation:

Multi-customer Lessons Learned

Bjoern Brundert, VMware

Valentin Hamburger, VMware

OPT4963

#OPT4963

Page 37: VMworld 2013: SDDC IT Operations Transformation:  Multi-customer Lessons Learned

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Backup

Page 38: VMworld 2013: SDDC IT Operations Transformation:  Multi-customer Lessons Learned

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5 Key Disciplines

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Cloud Infrastructure Operations Center of Excellence

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Way to the Cloud (in a nutshell)

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Organizing for the Cloud

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Software Defined Data Center

Cloud admins operate the SDDC (needs other skills than an

infrastructure admin)

Service oriented administration, instead of infrastructure oriented

Well connected team with collaboration across all datacenter

aspects (storage, network, security, operation systems,

applications)

Automation skills and process knowledge

Innovation driven team

Can react instantly to business requirement due to flexible and

agile design

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Self-Service Test/Dev Cloud

Define your usecase

Check your usecase with the users

Redefine your usecase :)

Write down requirements and question them technically and

cenceptually

Define priorities (80:20 rule), must have - nice to have - road

blockers

Design according to the usecase/purpose and priorities

Stick to the plan!

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Policy and SLA Definition, Service Design Reassessment

Check SLAs with the business units (cloud users)

Check OLAs/SLAs with the IT department (cloud providers)

Make sure SLAs have measurable KPIs in place

(must run fast, must be responsible, etc...)

Compare service design to SLA definitions

Redefine service design if neccessary to fit SLA requirements

Document SLAs in accordance to their underlying services

carefully (living document)

Stick to the plan!