Post on 24-May-2020
Open-Source-Software im Unternehmen: Erfolg dank professionellem SupportWebinar am 06.02.2020
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Intro
Peter Kindiger
System Engineer
Tech Data GmbH & Co. OHG
Kontaktaufnahme per Mail mit dem Stichwort : OSS heise
an ibmservice@techdata.de
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Tech Data & IBM
Tech Data ist der führende IBM Distributor in
SWMA (Software Maintenance)
HWMA (Hardware Maintenance)
Hardware Umfeld Power und Storage
Unser Ziel:
Den richtigen Service für das richtige Produkt zur richtigen Zeit zur Verfügung stellen.
Unser Vorgehen:
Wir vermitteln Sie an einen IBM Business Partner ihrer Wahl, der Sie berät und bis hin zum Angebot unterstützt.
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Intro
Michael (Mike) Becker
Senior IT Architect
Head of Technicians and Consultants – TSS
SW Services
IBM Technology Support Services DACH
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Part OneOpen Source Software
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What is Open Source SW?
Open source software is
software with source code that
anyone can inspect, modify, and
enhance!
Its authors make its source code
available to others who would
like to view that code, copy it,
learn from it, alter it, or share it.
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https://opensource.fb.co
m/
https://code.nasa.gov/https://netflix.github.io/ https://github.com/linkedinhttps://opensource.fb.com/
Thousands of Enterprise ready projects…
Eureka (Service
Discovery), Hystrix
(latency and fault
tolerance library),
Chaos Monkey
(Reliability)
Traffic Aware Planner
(TAP) cockpit
software to
determine most
efficient flight paths
Apache Cassandra
(NoSQL DB)Apache Kafka
(messaging system)
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2012
2.8MUsers
4.6MRepos.
2018
31M+
Developers
2.1M+
Organizations
200M+
Pull Requests
7.4MPull
Requests
2017
24M+
Developers
67MRepositories
20162013
19.4MRepositories
331KOrganizations
Source - https://octoverse.github.com
10MRepositories
96M
Repositories
Open Source by the Numbers…
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The Evolutionof Open Source
Traditional Software Business Model
Support
Subscription
License
Not long ago…
General mindset was Enterprise organizations needed Enterprise software
Many corporate policies still reflect this thinking
Commercial Community
The Movement
This little thing called Linux…
Early Open Source acquisitions by enterprise organizations
Start-ups gaining traction and becoming leaders across all verticals built using OSS
Today
Proprietary software is being released as open source
Software industry leaders are now contributors and participate in the development of many open source products
Support
Subscription
Support
Commercial
Open SourceSoftware Business Model
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Can I use Community OSS for my Enterprise Business?
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Yes, but understand your demand!
Commercial OSS takes Community
OSS and adds...
1) Subscription & Support
2) Enhanced Functions like…
- High Availability - Disaster Recovery- Automation/Scripts- Enhanced Security- Platform Interoperability- Performance Optimization- Monitoring / Deployment Management
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Analytics, Big Data, AI, DevOps …
As organizations look for software solutions
that are flexible, scalable, and economical,
open source technologies are becoming an
integral part of enterprise IT strategy 1
72% of
users say that they
always seek out
open source
options when
evaluating new
tools 2
Text or image
95% of mainstream IT
organizations leverage nontrivial open-source software assets within their mission-critical IT portfolios 1
1 Gartner: Hype Cycle for Open-Source Software, 2017, October 2017
2 Github: 2017 Open Source Survey
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The Double-Edged Sword…
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The Double-Edged Sword…
Advantages of using OSS
1. Access to Innovation
2. Develop Faster
3. Agile lifecycles
4. Designed for the CI/CD world
5. Freedom
6. Lower TCO
7. Try before you Buy
Unexpected Challenges
1. No Guaranteed Lifecycle
2. Governance & Management
3. Identification
4. Skills Availability
5. Limited Support Availability
6. Fragmented Support
7. Hidden Costs
Source: Think 2018 / DOC ID / March 19, 2018 / © 2018 IBM Corporation
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90% use two or more
types of open source
software, and over
50% are using five or
more
Source: A commissioned study conducted by Forrester
Consulting on behalf of IBM, October 2019
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OSS is in every organization… whether they know it or not!
Your Enterprise OSS adoption challenges to be addressed:
Awareness of OSS usage
Governance Structure
Internal Policies based on legacy models
Choices – Community vs. Commercial
Legal and Subscription considerations
Enterprise Support
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Part TwoIBM and Open Source Software
IBM iscommitted toOpen SourceSoftware
June 12th, 2019 / © 2019 IBM Corporation 20
https://developer.ibm.com/open/community/
We drive and contribute in Strategic OSS Communities
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80% of OSS support
issues stem from either a lack of product knowledge, or something in the environment outside of the package 1
Hardware
SDS SDN
Cloud
Operating System
Vendor
Vendor Vendor Vendor
Vendor
Vendor
Vendor
Community Vendor
OSS #1
OSS #2
OSS #3
OSS #4
CommercialSoftware
Vendor
CommunityConsultant
?
VendorVendor
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How can I support all this OSS in a Enterprise ready approach?
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Todays support options for OSS
Community
SupportSelf
SupportCommercial
Support
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Community Support Self Support Commercial Support
Pros:
• Inexpensive / free
• Low barriers to entry
• Access to code authors, experienced users
• Potential for greater influence over project direction, leadership
Pros:
• Low direct incremental cost
• Complete control over support resources
• Opportunity for internal team-building, cultivating code owners
Pros:
• Guaranteed SLAs
• Access to experts who have experiences with multiple business use cases
• Proactive guidance
• Subscription based = hardened code, additional features & functionality
Cons:
• No SLAs / unreliable
• No guarantees
• Time consuming
• Community priorities may not match yours
Cons:
• Investment likely required
• Additional resources to ensure adequate coverage
• Higher risk / dependency on select individuals
• Hiring consultants is very costly
Cons:
• Fragmented across multiple support providers
• Difficult to manage
• Possible vendor ‘lock-in’
• Procurement / legal aspect
IBM Open Source Support
Provides Professional Support for Open Source Software environments as required by the business :
– Minimizes support risks
– Provides end-to-end support solutions combined with our other support capabilities covering entire IT infrastructure
– Flexible Open Source Software support models which allows hybrid support models
Todays support options for OSS
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Why?
Speed up, innovate and don’t operate!
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• Subscription & support for all
major distributions of Linux
including: Red Hat, SUSE,
&Ubuntu
• Linux ecosystem-level skills for
multiple products
• Unmatched skills on IBM® System
z®, IBM Power® and OEM Intel
• 99% TSS fix rate
• TSS can support many other Red
Hat & SUSE products
• Includes distributions of
virtualization, OpenStack,
Containers & management
software
• Software Defined Storage for both
Red Hat & SUSE
• Pilot program for EDB, Casandra,
Confluent and DataStax
Your single
source support
provider for the
entire OSS
ecosystem
• Open Source Advisor (OSA) and
Technical Application
Management (TAM)
• OSA - Advises on OSS choices &
versions, migration and
integration, Visibility on roadmap
Transfer knowledge
• TAM - Coordination of Supports
Lines, Reports and KPIs, Root
Cause Analysis
World Class support on
Open Source SW for
19+ years
7/24 rapid response
times & around-the-
clock options
• L1-L3 support for +150
community versions of open
source software
• Available across x86, Power and
System z
• Popular packages include
CentOS, Docker, Kubernetes,
MongoDB, PostgreSQL, Apache
products, ELK, Puppet etc.
The OSS one-stop-shop for your business
Linux Subscription & Support
Commercial OSSSubscription & Support
Community OSS Support
Enhanced Enterprise Services
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Global Structure
One Contract – one number
to call
High efficient processes for
Problem-Analyses and
Solution
24/7 Support Specialist
available in by a global
setup
Experience
+19 years of support for
open source environments
98% of all problems are
resolved by IBM
IBM Technology Support is
a long lasting leader in
client surveys
Committed to
open source
IBM is a Open Source
company
Platinum Sponsor for
OpenStack & Cloud
Foundry Foundations
Hadoop, Docker, MariaDB,
Spark, ...
Expertise
IBM has +600 Linux/Open
Source Software
developers WW
Support for Linux and key
Open Source Software
packages is available for all
IBM platforms
Emerging technologies will shape the travel industry’s response to the most pressing challenges
IBM OSS supportservices
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We enable OSS usage in all relevant business areas
DATABASE
MIDDLEWARE APPLICATION SEVER
SECURITY
OPERATING SYSTEM
CONTAINER DEV/OPS
VIRTUALIZATION
ANALYTICSAPP. RUNTIME
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Flexible OSS Support where you have your demand
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Independent…
We support Open Source
Software independent of
the runtime environment
Deploy anywhere…
Deploy Open Source
Software where needed
by your business:
• Private Cloud
• Hybrid Cloud
• Public Cloud
Move it..
Move within your
environment …
Support will continue
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unlimited assistance with a wide variety of usage & how-to questions
Howto?
80% of OSS support issues stem from either a lack of product knowledge, or something in the environment outside of the package 1 80%
Interoperability Issues
- Product compatibility and interoperability
questions
- Discuss interdependencies
between OSS packages
Short Duration OSS Guidance
- We can provide advice on which OSS
packages may be optimized or best suited for
your solution
Solution Approach
- Our breadth of expertise allows us to take a
holistic approach and provide support for the
solution stack
- Review problems from a systems
perspective
Installation & Configuration
- Answer specific installation questions for
documented functions
- Provide available configuration samples
Communication Engagement
- IBM & our strategic support partner
participate in a wide variety of community
projects and leverage as a resource
Additional Resources
- Our team can provide technical references to
publications, such as Redbooks or manuals
and assist with interpretation of publicationsSource:1 2017 Open Source Support Report, Rogue Wave Software
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OSS Consulting Services (Onsite or Remote)
Project specific on; architecture, design, solutioning, performances, scalability, security, best practices
Start your projects with the right architecture and skills
Education & Training (Onsite or Remote)
Installation, configuration, implementation used cases, labs, development used cases, versions, scalability, performance, security, best practices
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Provide enterprise class
safety, security and access
to technical experts for
Community-driven assets
to make DevOps easier.
Accelerate development
and make it more efficient
with guidance from industry
experts who can review
problems from a systems
perspective, or assist with
compatibility and
interoperability questions.
Rely on IBM’s industry-
leading NPS score to
establish a best
in class, hybrid open
source support.
Deliver the speed,
innovation and TCO
advantages of community
open source, while
optimizing the strengths
of commercial products.
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Your Solution
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• Unit-price model
• Balance between
competitiveness & flexibility
• Structured & organized
governance for full compliance &
wastage prevention
• 24x7 coverage
• Standard SLA
• Access to worldwide IBM Lab,
Editor Lab or Community
• Benefit from IBM Technology
• Support Innovation
• Scans the market
• Advises on OSS choices & versions
• Visibility on roadmap
• Advises on migration and
integration
• Transfer knowledge
• Operational Focal Point
• Coordination of Supports Lines
• Reports and KPIs
• Root Cause Analysis
➔ Unique & unified support model
➔ Unique & unified commercial model
➔ Organized new technology selection, onboarding and integration
The full Enterprise support and service framework…
IBM Open Source Software Support has an unrivalled coverage of the OSS ecosystem. With access to IBM’s experience we can help you unlock the x-100’s of Open Source innovations out there.
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Eliminate the real risk
Code Fix is the rare case
We understand the environment and
not only the single component
Involve us, the experts in service and
have access to senior experts if
demanded
We are the single contact who manage
and understand your problem
Enhanced services on demand
Continuous OSS Consulting and
Advisory Services
Add-on Proactive Service = health
check – release management – fix
alerts (security)
Onsite/Remote – Project support (setup
new, configuration, architecture &
consulting)
Customer care (account advocate) –
crit-sit management, status
care/problem management & tracking,
client focal point
As service experts we
manage your support
Service is our core competence
We know how to manage problems
efficient in full scale as demanded
from 5x 9h to 7x 24h
We are setup on global scale and
provide support across your
enterprise
Full OSS package stack
support
We are our Single-Source Support
Provider
We maintain your full stack of OSS
packages
▪ Consistent approach
▪ Reactive / break fix
▪ You will have fixed SLA based on
your demand
▪ We provide defect and none-
defect support
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IBM OSS Support Benefits
The step beyond
Development - We
maintain your OSS
environment for your
production RUN operation
How-to & Consulting CompetenceAs part of offering we will assist on “how-to” and base architectural questions (optional to be extended)
One Stop Shop for
+150 OSSNotice: - per Standard offering - Stack will be continuously enhanced - +100 more OSS can be supported on special request
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Interesse an OSS Support?
Kontaktaufnahme bitte per Mail mit dem Stichwort : OSS heise
An: ibmservice@techdata.de
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Part ThreeBackup
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Fortune 500 Financial Institution
Supported Products: Red Hat products including
RHEL & Ansible
Scope: Helped client reduce the cost and complexity of
managing multiple vendor agreements by providing
premium support for a variety of IBM and Multivendor
HW & SW products including Red Hat.
European Banking Institution
Supported Products: Red Hat & OpenJDK
Scope: Helped client reduce cost by assisting with
migration from Oracle Java SE to OpenJDK. In addition,
provide support for a variety of Red Hat products.
Global Telecom Company
Supported Products: Docker, Spring, Kubernetes, Kafka,
MySQL, Tomcat, CouchDB, Zookeeper
Scope: Provide a single source of support for a wide
variety of community OSS packages which has been a
critical element to help the client enable and progress
their Open Source Strategy.
Case studies based on real client cases…
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Supportedproductsseparated in functional domain category
Notice: - per Standard offering - Stack will be continuously enhanced - +100 more OSS can be supported on special request
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By a global setup we ensure Enterprise Service Level for OSS
Co
mm
un
ity
L3
an
d
Pa
rtn
er
SP
OC
Cli
en
t
Software
Download
IBM L3 and
PartnerL3 Alliance
Partners
IBM Support
Front End
IBM Support
Back End
Innnovative
Application
DevelopmentOperation
IBM Products
Problem
Management
Transfer to Community
Deep Skill Support
DB, OS,
App Server
24x7
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Utilize your SLA based on your business demand
Support SLOs / SLAs Comparison
SUSEServer Support
Red Hat IBMOpen Source Software Support
Standard PriorityStandard Edition
Premium Edition Support Line ETS * ETS (Critical) *
Non-Defect-Support unlimited Unlimited unlimited unlimited unlimited unlimited unlimited
Defect-Support unlimited Unlimited unlimited unlimited unlimited unlimited unlimited
Support Level (internal prioritization)
Standard Priority Standard Premium Standard Premium Premium
Hours of Access
FrontEnd 5x 12h 7x 24h 5x 9h 7x 24h 7x 24h 7x 24h 7x 24h
BackEnd N/A N/A N/A N/A 5x 9h 7x 24h 7x 24h
Labor N/A N/A N/A N/A 5x 9h 5x 9h 7x 24h
Method of Access Chat, Phone, Email Chat, Phone, Email Web, Phone Web, Phone Web, Phone, Email Web, Phone, Email Web, Phone, Email
Response Time:
Severity 1 2 business hours 1 hour 1 business hour 1 hour 2 hours 0,5 hour (CRT) 0,5 hour (CRT)
Severity 24 business hours 2 business hours 4 business hours 2 hours 2 business hours 2 business hours 2 business hours
Severity 3 next business day 4 business hours 1 business day 4 business hours 2 business hours 2 business hours 2 business hours
Severity 4 next business day next business day 2 business days 8 business hours 2 business hours 2 business hours 2 business hours
Emergency On-Site Support
no No no no no yes yes
Account Management no No no no no yes yes
Supported Software on Product level on Product level on Product level on Product level for Product Set on Platform level on Platform level
SUSE Linux Enterprise products:
yes Yes no no yes yes yes
Red Hat Linux Enterprise products:
Expanded Support Expanded Support yes yes yes yes yes
Other Open Source Software products no no no no
Combined in Supported Products Groups(CENTOS/Filesystem/Other, CONTAINER, Application-/Web
Server, OSS DB Products, JBOSS/Wildfly)
* special bit offering
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Disclaimer