Orchestration and Provisioning Architecture for Effective Service Mana

Orchestration and Provisioning Architectures for Effective Service Management: 

Orchestration and Provisioning Architectures for Effective Service Management Alan McSweeney

Orchestration and Provisioning and Service Management: 

February 13, 2012 2 Orchestration and Provisioning and Service Management Orchestration and provisioning tasks and requirements arise during the entire lifecycle of the delivery of a service to a customer, from service initiation to service usage, monitoring and service management and service termination Generalised architectural approach to orchestration and provisioning for services delivery will yield benefits in reduced costs, faster response times, reduces errors and greater flexibility and responsiveness

Orchestration: 

February 13, 2012 3 Orchestration Importance of orchestration is being recognised in relation to cloud services Cloud services are all about scale and rapid elasticity – automated work flows are essential Cloud service delivery includes fulfillment assurance and billing Cloud services delivery required work flows in various technical and business domains Orchestration has wider application in service management, service fulfilment and customer relationship management

Orchestration and Provisioning: 

February 13, 2012 4 Orchestration and Provisioning Orchestration means the automated arrangement, co-ordination and management of cross-functional, enterprise-wide systems and services Provisioning means the creation, maintenance and deactivation of resource objects Orchestration is the management function and provisioning is the set of service-specific tasks Orchestration relates to the automated (as much as possible) arrangement, coordination and management of components (compute, storage, network, computer systems, middleware and services) to meet IT and business requirements

Orchestration and Provisioning: 

February 13, 2012 5 Orchestration and Provisioning Orchestration Function Service Specific Provisioning Function Service Component/ Resources Service Specific Provisioning Function Service Component/ Resources Service Specific Provisioning Function Service Component/ Resources

Orchestration: 

February 13, 2012 6 Orchestration Composition of architecture, tools and processes to enable the delivery of a defined service by fulfilling the associated process Connection of software and hardware components together to enable the delivery of a defined service by fulfilling the associated process Connection and automation of work flows, when applicable, to enable the delivery of a defined service by fulfilling the associated process

Orchestration Core Functions: 

February 13, 2012 7 Orchestration Core Functions To manage the co-ordination of workflows that interact with participating systems (and people) as users move through the lifecycle of services usage To manage the co-ordination of service management processes and workflows that that interact with participating systems (and people) for the underlying service platforms and infrastructure

Major Orchestration Stages: 

February 13, 2012 8 Major Orchestration Stages Service request and information gathering and validation Composition/reservation including access control and SLA/policy enforcement Deployment, including services registration and synchronisation Operation including monitoring Decommissioning and recycling

Benefits of Orchestration : 

February 13, 2012 9 Benefits of Orchestration Orchestration function allows the logic involved in interacting with multiple external systems to be isolated into separate workflows These workflows can be redeveloped without the service request/service access logic being modified Orchestration function acts as a co-ordination and management hub that both enables and controls the use of disparate systems, enable incorporation of Dell systems into and their reuse by other services Orchestration function can be involved in resource provisioning if required or this function can be performed by the services provision platform if it incorporate this functionality Specialised orchestration function allows activities to be automated as much as possible, reducing operating costs Specialised orchestration function allows changes to be implemented quickly to reflect the dynamic nature of services

Benefits of Orchestration: 

February 13, 2012 10 Benefits of Orchestration Orchestration function allows the decision on implicit or explicit resource provisioning to be modified, either globally or for specific users, types of requests or types of services or any combination of these deciding factors Orchestration function can support multiple different workflows of different types and functions that can be used by multiple systems Steady-state operation of the underlying services infrastructure needs to be managed in a structured way using standard IT service management processes such as: Incident Management Request Fulfillment Problem Management Release and Deployment Management Service Asset and Configuration Management Change Management Knowledge Management Service Level Management Event Management

Generalised Services Architecture: 

February 13, 2012 11 Generalised Services Architecture Service Presentation and Access Layer Resource Provision Manage Service Platform and Resources Service Management Service Governance Supply Delivery Demand Service Service Service

Generalised Services Architecture: 

February 13, 2012 12 Generalised Services Architecture Services architecture will consist of three functions Demand for and usage of services, both existing and new Delivery of services, both existing and new Supply of services, both existing and new

Generalised Services Architecture - Detail: 

February 13, 2012 13 Generalised Services Architecture - Detail Infrastructure Business Support Services Operational Support Services Service 1 Service 2 Service 3 Service 4 Services Management Services Service Creation Service Usage/ Integration and Access Tools User Services Event Management Security Policy Service Assurance Data Protection Access and Identity Management Governance Security Resilience Consumability Data Resilience Resilience Configuration Resilience Compliance Resilience Policy Management Ease of Doing Business User Experience Management Adaptability Ease of Operations Threat and Vulnerability Management Security Enforcement Data Policy Enforcement Resilience Monitoring Availability/ Continuity Management Ease of Integration

Operational Support and Business Support Services: 

February 13, 2012 14 Operational Support and Business Support Services Within a services context , Operational Support Services (OSS) refers to internal systems that maintain details of services, orchestration, provisioning, managing service delivery, service assurance, customer service Business Support Services (BSS) refers to customer facing systems such as order management, revenue management, metering and usage management, pricing and billing management and customer management Orchestration function can be used to interact with the BSS functions where these are provided by existing systems OSS and BSS are terms borrowed from the Telecoms industry which is close to the service model many services companies are looking to implement

Operational Support and Business Support Services: 

February 13, 2012 15 Operational Support and Business Support Services Service Delivery Catalog Service Automation Management Service Request Management Management Services Operational Support Services (OSS) Change Management Configuration and Asset Management Image Lifecycle Management (Release and Deployment) Resource Provisioning Incident Management Problem Management Monitoring and Event Management IT Asset and License Management Capacity and Performance Management Opportunity Management Customer Account Management Service Offering Catalog Service Offering Management Contracts and Agreement Management Order Management Subscription Management Pricing Entitlement Management Metering Billing Clearing and Settlement Accounts Payable Business Support Services (BSS) Continuity and Availability Management Platform Management

Functional Layers Between the Consumers of Services and the Underlying Resources: 

February 13, 2012 16 Functional Layers Between the Consumers of Services and the Underlying Resources Service Consumers Applications and Services Orchestration Function Service and Related Management Systems Service Internal Provisioning Function Resources

Functional Layers Between the Consumers of Services and the Underlying Resources : 

February 13, 2012 17 Functional Layers Between the Consumers of Services and the Underlying Resources Service Consumers – these are the users (such as customers) of the service to whom resources will be allocated and whose request to access services will trigger orchestration and provisioning activities Applications and Services – these are the customer-facing set of applications and services that customers will use to request access to services and then access and use those services Orchestration Function – this is the orchestration facility that will co-ordinate the workflows that deliver on the processes relating to service access requests Service and Related Management Systems – these are the service platforms and their external and internal management functions that will be used by service consumers Service Internal Provisioning Function – these are the internal resource allocation/provisioning/management functions provided by the service platforms Resources – these are the resources provided to the service platforms that are allocated to service users

Functional Layer Interfaces: 

February 13, 2012 18 Functional Layer Interfaces Service Consumers Applications and Services Orchestration Function Service and Related Management Systems Service Internal Provisioning Function Resources 1 2 3 4 5

Functional Layer Interfaces: 

February 13, 2012 19 Functional Layer Interfaces Applications and Services – the customer will request directly or indirectly applications and services and will need to be able to access resources directly Orchestration Function – the orchestration function will need to allow triggering of workflows and will need to provide information on the status of initiated workflows Service and Related Management Systems – the service platforms will need to allow access to the services they provide Service Internal Provisioning Function – the service platforms will have internal resource allocation management functions that must provide the ability to be interfaced with Resources – the underlying resources that comprise the services being managed and provided by the service platforms will need to be interfaced with for physical resource requests

Service Initial Request Functional Interaction: 

February 13, 2012 20 Service Initial Request Functional Interaction Service Consumers Applications and Services Orchestration Function Service and Related Management Systems Service Internal Provisioning Function Resources 1 2 3 4 5

Service Initial Request Functional Interaction: 

February 13, 2012 21 Service Initial Request Functional Interaction Service Consumers will interact with the Applications and Services to get initial access to services Applications and Services will trigger a workflow in Orchestration Function to setup access rights in the required systems The workflow initiated by the Orchestration Function will interface with Service and Related Management Systems to perform functions associated with initial access to services One of the functions being interfaced with Service and Related Management Systems will be the Service Internal Provisioning Function for the platform to which access is requested The Service Internal Provisioning Function will interface with the physical Resources that comprise the infrastructure where the services reside

Service Ongoing Usage Functional Interaction: 

February 13, 2012 22 Service Ongoing Usage Functional Interaction Service Consumers Applications and Services Orchestration Function Service and Related Management Systems Service Internal Provisioning Function Resources 1 2 3 4

Service Ongoing Usage Functional Interaction: 

February 13, 2012 23 Service Ongoing Usage Functional Interaction Service Consumers will access services using the Applications and Services The Applications and Services layer will communicate directly with the Service and Related Management Systems to access resources and to modify (increase, decrease) the volume of resources being consumed The Service and Related Management Systems will interface with Service Internal Provisioning Function to allocate/deallocate resources in response to implicit or explicit usage requests The Service Internal Provisioning Function will interface with physical Resources that comprise the infrastructure where the services reside

Service Ongoing Service Management Functional Interaction: 

February 13, 2012 24 Service Ongoing Service Management Functional Interaction Service Consumers Applications and Services Orchestration Function Service and Related Management Systems Service Internal Provisioning Function Resources 2 Service Management 1 4 3

Service Ongoing Service Management Functional Interaction: 

February 13, 2012 25 Service Ongoing Service Management Functional Interaction The Service Internal Provisioning Function may interact with the Service Management function to provide details on resources that are being provisioned (allocated) to feed into processes such as capacity planning, change management, configuration management and others The Resources function may also interact with the Service Management function to provide details on resources that are being provisioned (allocated) to feed into processes such as capacity planning, change management, configuration management and others The Service Management function may trigger workflows within the Orchestration Function in response to changes in status of the Resources, such as capacity planning, change management, configuration management and others Service Consumers may also interact with the Service Management function to initiate processes such as incident management, problem management and others

Orchestration Process View: 

February 13, 2012 26 Orchestration Process View Self Service Portal Services Catalog Users User Directory Service Orchestration Catalog Platform/ Service Platform/ Service Provisioning Engine Orchestration Activity Database Service Resource Component 1 Service Resource Component 1 Service Resource Component 1 1 Opportunity Management Compliance Management Agreement Management Entitlement Management Orchestration Function Billing Management 2 3 4 5 6 8 7 9 Credit Management 10

Orchestration Process View: 

February 13, 2012 27 Orchestration Process View The user accesses services interface and completes the required information in order to get access The user details are entered into a user directory The services available will be displayed from some form of services catalog. This may or may not be a formal services catalog and may be implemented differently Associated with each service, there will be an orchestration workflow (or workflows) defined The services portal will enable access to the requested service using functions provided by the services platform The services platform will perform resource provisioning in response to service usage. This provisioning will be implicit and will not require the involvement of the orchestration function The provisioning component of the services will interact with the resources contained at the infrastructure layer and will allocate resources in response to service usage The interface will initiate the workflow within the orchestration function associated with enabling access to the requested service The workflow being executed by the orchestration function will access the required external systems and applications and perform the required functions The orchestration function will log and record its activities

User Lifecycle Management: 

February 13, 2012 28 User Lifecycle Management Business Support Services Operational Support Services Services Platform Services 1. Request Service 2. Integrate With Service Function and Asset and Configuration Management 3. Provision Service 4. Integrate With Physical/Virtual Resources 5. Discover and Track Configuration and Changes 10. Manage Service Level Agreements (SLAs) 8. Collect, Analyse, Report And Bill Based On Service Usage And Agreed Billing Plan 7. Realtime Management And Consolidation Of Events Associated With Service 6. Monitor Service Delivery and Operation and Generate Alerts 9. Analyse Service And Ensure Alignment With Service Levels

Use Cases Across the Life of the Customer’s Use of Services : 

February 13, 2012 29 Use Cases Across the Life of the Customer’s Use of Services Request Service – the user requests the service and goes through the various stages and steps involved in being able to use the service: service selection, credit check, compliance check, tax calculation, bill plan creation, agreement and entitlement creation and order Integrate With Service Desk and Asset and Configuration Management – a new user will be notified to the service management system and their resource usage will be flagged within asset and configuration management Provision Service – the service platform will allocate resources in response to usage requests from the customer Integrate With Physical/Virtual Resources – the resource allocation/provisioning function within the service platform will integrate with the physical and virtual infrastructure layer to allocate resources Discover and Track Configuration and Changes – as resources are allocated and deallocated dynamically, the configuration of the underlying resources will be discovered and tracked Monitor Service Delivery and Operation and Generate Alerts – the operation and delivery of the overall service (to all customers) will be monitored and alerts will be generated in response to potential issues that need to be investigated and resolved Realtime Management And Consolidation Of Events Associated With Service – events will be received in realtime from the service and its constituent components, consolidated if required and appropriate and handled and managed Collect, Analyse, Report And Bill Based On Service Usage And Agreed Billing Plan – usage data will be collected, analyzed, be available for reporting and customers will be billed based on agreed billing rates Analyse Service And Ensure Alignment With Service Levels – the overall service will be analyzed to ensure an appropriate level of service is being provided Manage Service Level Agreements (SLAs ) – individual service level agreements, if they exist and are offered will be monitored

Extended Customer Services Lifecycle: 

February 13, 2012 30 Extended Customer Services Lifecycle Configuration Pricing and Quotation Review/ Approve Accounting/ Billing Cancellation Initial Warranty Support Proactive Support Penalties/ Service Credits Usage Consumption Collection Recurring Billing Change (Add/ Delete/ Remove) Resource Provisioning Customer Service Upsell Opportunity Management Credit Check Compliance Check Tax Calculation Agreement Creation Entitlement Creation Bill Plan Creation Access Rights Creation Sell/Order/ Trial Service Management Convert Trial Modify Entitlement De-commission and Reuse Disposal of Data Terminate

PowerPoint Presentation: 

February 13, 2012 31 Customer Service Provider Service Strategy Service Operation Service Transition Service Design Demand Management Financial Management Service Portfolio Management Strategy Management Change Management Transition Planning and Support Validation and Testing Release and Deployment Asset and Configuration Management Knowledge Management Service Assurance Service Management Information Security Management IT Service Continuity Management Availability Management Capacity Management Service Catalog Management Supplier Management Service Level Management Service Evaluation Projects Event Management Incident Management Request Fulfilment Problem Management Users Service Improvement Service Reporting Service Measurement Continual Service Improvement Access Management Operational Activities

Service Management Architecture : 

February 13, 2012 32 Service Management Architecture In terms of service management, the orchestration function can co-ordinate the integration of the services platform acting as an centralised hub Orchestration Function Actions and Events Incidents and Problems Service Management Platforms Integrated View of Services

Orchestration Emerging Standards and Initiatives: 

February 13, 2012 33 Orchestration Emerging Standards and Initiatives OASIS (Organization for the Advancement of Structured Information Standards) Topology and Orchestration Specification for Cloud Applications (TOSCA) http://www.oasis-open.org/committees/tc_home.php?wg_abbrev=tosca http://tosca-open.org/ http://www.tosca-open.org/downloads/TOSCA%20-%20Spec%20Draft%20-%20V0.8.2-C2.pdf GEYSERS Project - Generalised Architecture for Dynamic Infrastructure Services http://www.geysers.eu/ Unibus www.mathcs.emory.edu/technical-reports/techrep-00230.pdf www.mathcs.emory.edu/uploaded-files/RPT-00195.pdf GEMbus http://www.geant.net/Research/Multidomain_User_Application_Research/Pages/GEMBus.aspx Infrastructure Services On-Demand Provisioning Research Group (ISOD-RG) http://www.ogf.org/gf/group_info/view.php?group=ISOD-RG

More Information: 

February 13, 2012 34 More Information Alan McSweeney alan@alanmcsweeney.com