itSMF Espana presentation

Dibujando un buen futuro: Empezar

focalizarnos en las Mejores Prácticas

Robert E Stroud CGEIT

itSMF International, ISACA, CA Technologies

2V Congreso Nacional - Madrid 15 y 16 de Noviembre

Disclaimers

ITIL® is a registered trademark and a registered community

trademark of the UK Office of Government and Commerce

(OGC) and is registered in the U.S. Patent and Trademark

Office.

COBIT® is a registered trademark of ISACA

DISCLAIMER

CA nor it’s speaker warrant or guarantee the concepts or the

accuracy of information provided herein.

No part of this publication may be reproduced in any form by

print, photo print, microfilm or any other means without written

permission by CA.


Speaker Bio & Company Information

Vice President, Service Management

Service Management and Governance Evangelist

15+ years Banking Industry

ITSM

— Treasurer, itSMF International Executive Board itSMF USA Board of Directors

— Former Director, itSMF USA

— ITIL Project Board Member

— ITIL V3 Advisory Group (IAG), Mentor, Reviewer and Contributor

IT Governance

— International Vice President ISACA\ITGI

— Chair COBIT Steering Committee

— IT Governance Committee

— Contributor to COBIT 4, 4.1, 5 and VAL IT

— Contributor to Basel II Guidance

BLOG: www.ca.com/blogs/stroud


cloud computing will be one of the tools to

close the IT-business alignment gap

2003 -

2008

2008 -

2009

Previous

Steady State

Recession

& Credit

Crisis

IT Budget

&

Resources

IT Demand

Growing

Alignment

Gap

• Business demand outpacing IT budgets, resources

• Business demand is outpacing traditional means of delivery

• Business requires that IT ensure ability to deliver

2010 – the new

normal


we are seeing this every day

Personal and organisational

goals

are merging


World is changing rapidly

"You can't just say it. You have to get the people to say it to

each other," says James Farley, CMO Ford

Gave away 100 Ford Fiestas to influential bloggers.

37 percent of Generation Y were aware of the Ford Fiesta

before its launch in the United States

25 percent of Ford's marketing spend has been shifted to

digital/social media initiatives

The only U.S. auto company that didn't take a government

loan


CIO role is transitioning

Financial Transparency

• Lower infrastructure costs (Capex)

• Lower operations and energy costs (Opex)

• Appropriate cost for the appropriate level of service

Elasticity / Scalability

• JIT Infrastructure - Capacity there when you need it

• Ability to handle expected or unexpected changes in load

• Achieve high business agility

Speed to Market

• Reduction of time to rollout new applications/services

• Faster availability to customers

High Performance Computing

• Increased capacity from your current physical infrastructure

• Avoid provisioning (and paying) for the peak

• ―Infinite‖ computing capacity on demand


The ever changing role of IT

Primary Business Activities Internal

Service Providers

Customers

ExternalService Providers

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Where are we moving


Virtualization Life Cycle Journey

Optimization

Transformation Automation

Assess, Migrate

and

Consolidate on

Virtual

Infrastructure

Process

Efficiencies with

reduced risk and

administrative costs

Prepare for a

dynamic

datacenter, cloud

Gain visibility and

control for

performance and

capacity

optimization

including fault

resolution

Consolidation


Virtualization Maturity Curve

Consolidation

• Consolidation

• Business Continuity

Optimization

• Provisioning

• Sprawl mgt

• Performance monitoring

• Capacity Planning

Automation

• Self-service

• Process Automation

• Resource Pooling

• Burst to external cloud

• Policy

Transformation

• Governance

• Security

• IaaS

• Dynamic workload Mgmt

• Federated Clouds

1 2 3 4

CAPEX OPEX SLA Agility

Departmental Initiatives

IT Operations/Datacenter Initiatives


Capacity delivery - provisioning process

Service Solution architected

Search Hardware resources

Funding Approval

Order Process

Server is racked and powered up

Deploy Technology

Stack

Security Hardening

Server to Development

Ongoing Patching

11

22

Stack validated by Dev

33

44

55

66

77

88

99

1010

11

1212


3 clicks not 3 weeks

Lab consolidation — reduced lab locations by 19

— Average 800 concurrent, active virtual machines

— >23,000 additional software pushes

— 48,807 virtual machine provisions

Cost Savings

— $6.5M in labor savings to date

— Server utilization up 50%

— Increased server to admin ratio by over 400%

Real estate savings

— 19 locations closed, 15,904 sq ft reduction

— $2.4 million projected 5 year savings

— 2,330 machines relocated, ~ 50% virtualized in Q4

Automatic power-off between reservations

— 450 metric tons of carbon reduction


cloud computing definitions

Public cloud

— In this scenario, an external vendor or cloud supplier hosts and manages the dynamic provisioning of the IT infrastructure to support a variety of consumers’ needs

Private cloud

— Internal IT configuration that enables organizations to deliver services to their users

— Thought to reduce security risks, ensure governance, and enable similar efficiencies that the public cloud offers

Hybrid cloud

— Consists of a combination of public and/or private clouds used by a single organization

Community clouds

— Refers to an up-and-coming cloud environment that is dedicated to supporting a specific group or industry vertical


cloud computing - public

OrganizationalUsers

SaaSPackaged Apps

Google, CRM,

SalesForce.com

Public Cloud

IaaSCPU Storage etc.

Amazon, Rackspace etc

PaaSApplication Platform

MS Azure, Google

Subscribe to App

Develop App

Alternative

Location of Resources


Public Cloud

cloud computing – partner/private

OrganizationalUsers

Partner

CloudApplications with Limited Access

Private

CloudVirtualized Servers

Subscribe to App

Alternative

Provision of Resources


cloud perspectives

Cloud provider

— Manage highly virtualized resources to create the illusion of a

single, unified resource to deliver elastic, scalable services

Cloud consumer

— Consume applications, data, etc that are rapidly and dynamically

provisioned as standard services

Infrastructure

Administration

IT Cloud

Catalog/Component

Library


silver lining

Cloud Computing can jeopardize service delivery

Service management is the silver lining to cloud –

optimizing processes, while ensuring transparency


from control to manage

Focus must transition from incident

management and service desk to:

— Quality

— Security

— Governance


service management

– fundamental building block

What services are available?

How are services performing overall?

How are services meeting service

level agreements for quality, availability,

user satisfaction?

How much do services cost from the design/

delivery and the subscription/consumption

perspectives?

How quickly and easily can services be

modified to meet evolving business needs?

How are services packaged (what are the

base components) and delivered, provisioned and deployed?


principle requirement is service

management

Service-centric perspective

— Planning

— Resource allocation

— CULTURE

Service request, subscription, provisioning,

consumption monitoring processes

Capture and manage commitments |

to the business

Service experience management


management of demand is a fundamental

requirement of great service management

Compare, prioritize, and optimize

portfolio to support IT and business

needs

Provide a mechanism to make and

fulfill service requests

Manage the service value chain

New way of interacting with the

consumers directly


supplier management is critical

Shield from the complexity that

goes into designing and

delivering complex,

multi-faceted services and

focus on improved customer and

end user satisfaction

Capture IT and vendor commitments

and report on performance

Define, monitor, and report on service,

system, cost, and consumption metrics

Understand the business expectations and translate into

specific IT metrics, KPIs, etc to be aggregated


COBIT

Operational Compliance

Governance Framework

Certifiable

Defensible position with

audit community

(internal & external)

Predictable Risk Model

Operational Excellence

TOGAFADMITIL

ITIL

Portfolio Mgmt.Enterprise

DevelopmentService & Support

Corporate Governance of ITISO 38500

SecurityISO 27000

Service ManagementISO 20000

Compliance

ApplicationDevelopment Methodology

COBIT


Summary - A few words to review

Emerging technologies represent a significant

shift in how services will be sourced and

delivered

Collaborative relationships with service

providers who deliver capabilities

and resources through the evolving service

supply chain

IT organizations that do not have a clear service management

strategy will NOT be in a position to effectively leverage cloud


Positive customer experience

your business lifeline!

IT is critical to delivering a positive customer

experience to drive revenue and growth.

Business is Dependent on IT!

Insert

your

organization

logo here

1.55‖h x 1.8‖w

Contact details:

• Dibujando un buen futuro: Empezar focalizarnos en las

Mejores Prácticas

Robert E Stroud CGEIT

[email protected]

+1 631 880 2544

Muchas gracias!

itSMF Espana presentation

Technology

Transcript of itSMF Espana presentation