How to deliver Self Service IT Automation Roeland Verhoeven, Manager Cloud Supply Chain Simac ICT Rien du Pre, HP Cloud Solution Architect Datum: 17-06-2014 Hoe te komen tot een Self Service Customer Centric Portal Er wordt inzage gegeven in het voortraject, de keuze voor HP, de partnerrelatie en het traject van de eerste ervaring met CSA tot en met de eindoplevering. De ambitie en wens voor een Marketplace achtig portaal waarin klanten hun eigen diensten kunnen bestellen, wijzigen en stoppen, dit alles op basis van abonnement vorm en inzage in gebruik en financieel overzicht. Customer case HP’s aanpak en benadering Simac’s aanpak en benadering HP en Simac Fase 1 Voortraject Fase 2 Start Cloud traject Fase 3 Service Portal optimalisatie Fase 4 Voortschrijdend inzicht Fase 5 Service management Voortraject • Cloud Agile partnership • Matchen van eisen en wensen op HP solutions HP Cloud Functional Architecture Design/Deploy Provision Use Assure Supply Delivery Demand Portal & Service Access Demand Modeling User & Access Mgmt. Service Offer Mgmt. Service Catalog & Repository Order Management Request Processing & Activation Service Modeling & Design Resource Template Design SLA Compliance Usage Reporting Quality of Experience Billing & Rating Quality of Service Service Usage Service Model Repository Capacity Modeling (Service) Capacity Modeling (Resource) Service Configuration Dynamic Resource Management Usage Metering Resource Health POWER & COOLING SERVERS STORAGE NETWORK SOFTWARE INFORMATION Risk Compliance Policies Standards & Architecture Business • • • • • • Strategy Demand Financial Invoicing Procurement Client Relationships Management • • • • Service Design Service Transition Service Operation Continuous Improvement Security Resource Pool Catalog & Repository Resource Provider Manager Infrastructure • • • • Service Health Management Service Monitoring Resource Pool Mgr Resource Configuration Governance CLOUD • • • • • • Program Identity Mgmt. Application Information Infrastructure Monitoring Version 4.0 Simac referentiemodel Front & Back office Application integration Application Configuration Management Get Support Run reports Manage accounts & preferences Add or Delete User Business Intelligence Application interfacing: Provisioning, billing, front office and back office CRM Billing automation Provisioning & orchestration Help desk Service integration Customer Self Service Add,Modify, Remove services Automated provisioning Invoice generation based upon usage Pricelist management Resource Management Order processing & workflow Fraud Prevention SaaS Patch Deployment Application Licensing Email Databases (SQL) PaaS Ontwikkel platform MS Azure Application & service management Reporting Service Component definition & management Multi-tiered reseller support Identity management IaaS LAN/WAN Archiving Access management Infrastructure Management Server Management Unified collaboration (incl Sharepoint) Simac apps Application Integration Service monitoring Infrastructure capacity management Office Unified communications Application deployment Finance ERP Storefront & marketplace VDI Hosted autenticatie Network management Virtual environment Management Security management Storage/ backup Management Monitoring, alerting & notification Auditing, reporting & SLA management Printing Server (basis voorziening) Storage (basis voorziening) Housing (power, cabling, etc.) Simac referentiemodel Front & Back office Application integration Application Configuration Management Get Support Run reports Manage accounts & preferences Add or Delete User Business Intelligence Application interfacing: Provisioning, billing, front office and back office CRM Billing automation Provisioning & orchestration Help desk Service integration Customer Self Service Add,Modify, Remove services Automated provisioning Invoice generation based upon usage Pricelist management Resource Management Order processing & workflow Fraud Prevention SaaS Patch Deployment Application Licensing Email Databases (SQL) PaaS Ontwikkel platform MS Azure Application & service management Reporting Service Component definition & management Multi-tiered reseller support Identity management IaaS LAN/WAN Archiving Access management Infrastructure Management Server Management Unified collaboration (incl Sharepoint) Simac apps Application Integration Service monitoring Infrastructure capacity management Office Unified communications Application deployment Finance ERP Storefront & marketplace VDI Hosted autenticatie Network management Virtual environment Management Security management Storage/ backup Management Monitoring, alerting & notification Auditing, reporting & SLA management Printing Server (basis voorziening) Storage (basis voorziening) Housing (power, cabling, etc.) Infrastructure management Design/Deploy Provision Use Assure Delivery Demand Portal & Service Access Demand Modeling User & Access Mgmt. Service Offer Mgmt. Service Catalog & Repository Order Management Request Processing & Activation Service Modeling & Design SLA Compliance Usage Reporting Quality of Experience Billing & Rating Quality of Service Service Usage Service Model Repository Capacity Modeling Infrastructure capacity (Service) Network Server Service Configuration management Management Supply Resource Template Design management Resource Pool Mgr Server Network Management management Auditing, reporting & SLA management Resource Configuration Auditing, Usage reporting & SLA Metering management Monitoring, alerting & notification Server Management Network management Resource Health Resource Pool Catalog & Repository Virtual environment Management Storage/ Resource Provider Manager Server backup Network management Infrastructure Dynamic Resource Management POWER & COOLING SERVERS STORAGE NETWORK Management Management SOFTWARE • • • • INFORMATION CLOUD Risk Compliance Policies Standards & Architecture Business • • • • • • Monitoring, Service Health alerting & Management notification Service Monitoring management Capacity Modeling Infrastructure capacity (Resource) Governance Strategy Demand Financial Invoicing Procurement Client Relationships Management • • • • Service Design Service Transition Service Operation Continuous Improvement Security • • • • • • Program Identity Mgmt. Application Information Infrastructure Monitoring Security management Version 4.0 Simac referentiemodel Front & Back office Application integration Application Configuration Management Get Support Run reports Manage accounts & preferences Add or Delete User Business Intelligence Application interfacing: Provisioning, billing, front office and back office CRM Billing automation Provisioning & orchestration Help desk Service integration Customer Self Service Add,Modify, Remove services Automated provisioning Invoice generation based upon usage Pricelist management Resource Management Order processing & workflow Fraud Prevention SaaS Patch Deployment Application Licensing Email Databases (SQL) PaaS Ontwikkel platform MS Azure Application & service management Reporting Service Component definition & management Multi-tiered reseller support Identity management IaaS LAN/WAN Archiving Access management Infrastructure Management Server Management Unified collaboration (incl Sharepoint) Simac apps Application Integration Service monitoring Infrastructure capacity management Office Unified communications Application deployment Finance ERP Storefront & marketplace VDI Hosted autenticatie Network management Virtual environment Management Security management Storage/ backup Management Monitoring, alerting & notification Auditing, reporting & SLA management Printing Server (basis voorziening) Storage (basis voorziening) Housing (power, cabling, etc.) Provisioning& orchestration, billing Design/Deploy Provision Use Assure Supply Delivery Demand Portal & Service Access Demand Modeling User & Access Mgmt. Service Offer Mgmt. Service Catalog & Repository Order processing & workflow Order Management Request Automated Processing & provisioning Activation Service Modeling & Design Service Component definition & management Resource Template Design SLA Compliance Usage Reporting Quality of Experience Pricelist Billing & Rating management Quality of Service Application & service management Service Usage Reporting Service Model Repository Capacity Modeling (Service) Capacity Modeling (Resource) Application & Automated service Service provisioning Configuration management Resource Configuration Dynamic Resource Management Resource Management Usage Metering Resource Health POWER & COOLING SERVERS STORAGE NETWORK SOFTWARE INFORMATION Risk Compliance Policies Standards & Architecture Business • • • • • • Strategy Demand Financial Invoicing Procurement Client Relationships Management • • • • Service Design Service Transition Service Operation Continuous Improvement Security Resource Pool Catalog & Repository Resource Provider Manager Infrastructure • • • • Service Health Management Service Service monitoring Monitoring Resource Pool Mgr Governance CLOUD • • • • • • Program Identity Mgmt. Application Information Infrastructure Monitoring Fraud Prevention Version 4.0 Simac referentiemodel Front & Back office Application integration Application Configuration Management Get Support Run reports Manage accounts & preferences Add or Delete User Business Intelligence Application interfacing: Provisioning, billing, front office and back office CRM Billing automation Provisioning & orchestration Help desk Service integration Customer Self Service Add,Modify, Remove services Automated provisioning Invoice generation based upon usage Pricelist management Resource Management Order processing & workflow Fraud Prevention SaaS Patch Deployment Application Licensing Email Databases (SQL) PaaS Ontwikkel platform MS Azure Application & service management Reporting Service Component definition & management Multi-tiered reseller support Identity management IaaS LAN/WAN Archiving Access management Infrastructure Management Server Management Unified collaboration (incl Sharepoint) Simac apps Application Integration Service monitoring Infrastructure capacity management Office Unified communications Application deployment Finance ERP Storefront & marketplace VDI Hosted autenticatie Network management Virtual environment Management Security management Storage/ backup Management Monitoring, alerting & notification Auditing, reporting & SLA management Printing Server (basis voorziening) Storage (basis voorziening) Housing (power, cabling, etc.) Customer self service Supply Delivery Demand Add,Modify, Remove services Demand Modeling Add or Delete User Portal & Service Access User & Access Mgmt. Service Offer Mgmt. Request Processing & Activation Resource Template Design SLA Compliance Usage Reporting Service Catalog & Repository Order Management Service Modeling & Design Manage accounts & preferences Get Support Run reports Application Configuration Management Quality of Experience Billing & Rating Quality of Service Service Usage Service Model Repository Capacity Modeling (Service) Capacity Modeling (Resource) Service Configuration Dynamic Resource Management Usage Metering Resource Health POWER & COOLING SERVERS STORAGE NETWORK SOFTWARE INFORMATION Risk Compliance Policies Standards & Architecture Business • • • • • • Strategy Demand Financial Invoicing Procurement Client Relationships Management • • • • Service Design Service Transition Service Operation Continuous Improvement Security Resource Pool Catalog & Repository Resource Provider Manager Infrastructure • • • • Service Health Management Service Monitoring Resource Pool Mgr Resource Configuration Governance CLOUD • • • • • • Program Identity Mgmt. Application Information Infrastructure Monitoring Version 4.0 Start Cloud traject Service Portal optimalisatie Cloud Center of Excelence, Grenoble 1. CSA 3 Technical Overview 2. Grenoble COE Datacenter Visit 3. CSA 3 deep dive demo End User Experience 4. CloudSystem Enterprise 5. CloudSystem Enterprise & ITIL Processes 6. CSA 3 Statement Of Direction Voortschrijdend inzicht Service management Bezoek Executive Briefing Center Palo Alto Doelstelling EBC bezoek Opstellen roadmap voor BSM, reporting en data analytics • • • • • • • • • • Service Portfolio mgt Financial Management Service Level mgt Supplier & Contract mgt Service Asset en configuration mgt Change-Problem-Inc mgt Front Office Services - Request Fullfilment - Knowledge mgt - Call handling Dashboard & Reporting Data Aanalytics; Service Improvement Integration with Third Party (Cloud) Services Inzicht in de gelaagdheid en afhankelijkheid van de producten Wat verkrijgen we aan • • • • Rendementsverbetering Kwaliteitsverbetering Innovatiekracht Snelheidsverbetering Automatiseren wat we kunnen automatiseren, belangrijkste stap is managen van applicatie landschap. Appliance technology (Fusion-Pulsar), moonshot, datacenter everywhere Simac’s aanpak en benadering Simac ICT Netherlands Dochter van Simac Techniek (>350 medewerkers) Focus op BeNeLux markt €170 million omzet in 2012 Meer dan 950 medewerkers Opgericht in 1971 22 Simac Cloud Start in 2011 Organisatie binnen een organisatie Greenfield start, Cloud denken Cloud Organisatie voor Dummies, waar te koop? Organogram zegt niets over hoe je werkt Cloud Organisatie Suppliers saas Portfolio Management Service Design paas xaas Sales & Support Supply Chain Customers iaas Anders: voor-denken i.p.v. na-denken Customer demand Market demand Vision & Strategy Think, Beheren Global description develop Business catalog Service Design Leveren Architecture Afstemming Monitoren Technical catalog Service Automation Technical design Afstemming Rapporteren Implementation Service Delivery Factureren Exploitatie Simac Cloud reference Cloud Start, 9 maanden later Wat hebben we geleerd… • Van 0% naar 60% automatisering • Niet voldoende voor invulling van ambities • Je kunt niet alles vooraf inschatten • Weet wat je wilt anders krijg je wat je niet wilt • Be informed, HP Discover, Cloud Center of Excellence Waarom CSA voor Simac • De noodzaak tot het geautomatiseerd leveren van alle diensten op een gestandaardiseerde & flexibele wijze • Financiële druk, besparen van operationele € • Leveren van IAAS platform als springplank voor zusters voor PAAS en SAAS diensten • Klanten vragen om Self Service Diensten Waarom CSA voor klanten • IT als dienst via een eigen zelfbedieningsportaal • Uw eigen operationele dashboard • Uw eigen actieve diensten • Uw eigen financiële overzicht CSA project: inhoud Creëren van portal, 3 services en billing integratie 1. Portal oplevering met 4 klanten 2. Automatische uitrol van een server, Fully Flexibel Server 3. Automatisch ‘onboarden’ VM: Import Server 4. Automatisch uitrollen/aanpassen VDI werkplek: VDI SSR’s 5. Integratie met Cloud Cruiser t.b.v. billing: Cloud Cruiser De infrastructuur, de uitdaging Wat geleerd… 1. Eenvoudige vraag, bleek complex om te realiseren Subject Matters Experts ≠ ketenervaren specialisten People-Proces-Technology Techniek = techniek, niet alles voorspelbaar Cloud = agile, ook deze projecten, ontwikkeling tijdens ontwikkeling 6. Weet wat je wilt, anders krijg je wat je niet wilt requirements 7. Verdiep je in de mogelijkheden van het product, pas de dienst daarop aan 2. 3. 4. 5. CSA 3.2 en op naar CSA 4.1 • Ambities in de lijn van een Marketplace Portal • Continues Upgrade: 3.1 3.2 4.0 4.1 • Diensten naar CSA, nieuwe klanten in CSA Vragen
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