Open-Source-Software im Unternehmen: Erfolg dank professionellem SupportWebinar am 06.02.2020

2

Intro

Peter Kindiger

System Engineer

Tech Data GmbH & Co. OHG

Kontaktaufnahme per Mail mit dem Stichwort : OSS heise

an ibmservice@techdata.de

3

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.

44

Intro

Michael (Mike) Becker

Senior IT Architect

Head of Technicians and Consultants – TSS

SW Services

IBM Technology Support Services DACH

5

6

Part OneOpen Source Software

7

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.

8

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)

99

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…

10

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

1111

Can I use Community OSS for my Enterprise Business?

1212

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

13

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

1414

The Double-Edged Sword…

15

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

16

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

17

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

1

2

3

4

5

6

1818

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

2121

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

2222

How can I support all this OSS in a Enterprise ready approach?

23

Todays support options for OSS

Community

SupportSelf

SupportCommercial

Support

24

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

25

2626

Why?

Speed up, innovate and don’t operate!

27

• 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

28

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

29

We enable OSS usage in all relevant business areas

DATABASE

MIDDLEWARE APPLICATION SEVER

SECURITY

OPERATING SYSTEM

CONTAINER DEV/OPS

VIRTUALIZATION

ANALYTICSAPP. RUNTIME

30

Flexible OSS Support where you have your demand

30

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

31

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

32

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

33

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.

33

Your Solution

34

• 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.

3636

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

36

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

37

Interesse an OSS Support?

Kontaktaufnahme bitte per Mail mit dem Stichwort : OSS heise

An: ibmservice@techdata.de

38

Part ThreeBackup

39

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…

40

Supportedproductsseparated in functional domain category

Notice: - per Standard offering - Stack will be continuously enhanced - +100 more OSS can be supported on special request

41

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

42

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

43

45

Disclaimer