Taming the DCIM wave with ITIL

1. Taming the DCIM wave with ITIL Jon Lorton - Data Center Management Specialist Jon.Lorton@emerson.com ITIL v3 Foundations Certified Emerson Network Power Data Center World – Spring 2012

2. Session Review • ITIL is an Information Technology management framework that provides practices for Information Technology Services Management (ITSM), IT development and IT operations. • DCIM is the integration of IT and facility management disciplines to centralize monitoring, management and intelligent capacity planning of a data center’s critical systems. • This session will review ITIL and DCIM, evaluate where the two intersect and how they benefit the organization by reducing cost and increasing system availability and uptime.

3. Outline - Agenda • DCIM Defined • ITIL Defined • Taming DCIM with ITIL • ITIL and DCIM Resources

4. Key Takeaways • Recognize the key Challenges in the IT Facilities and Systems teams • Determine the keys to aligning the business services that are standardized, measured, flexible and responsive • Determine keys to an ITIL based Asset Management System that would incorporate new procedures to increase system availability. • Why ITIL can and should become a strategic part of your business plan.

5. DCIM – Data Center Infrastructure Management

6. DCIM defined • DCIM is the monitoring, collection and analysis of real-time, continuous, accurate information from an intelligent infrastructure that allows for immediate action designed to keep the data center in an optimal state of balance between availability, efficiency and capacity. • A DCIM-compliant data center has a cross-domain management strategy, is built on a foundation of intelligent infrastructure, is run by performance metrics and is tightly integrated with IT operations, enabling lean management processes. Organizations that operate within a DCIM framework maintain high availability and control costs in distributed, traditional and hybrid models.

7. DCIM Challenges • Today many IT and Facilities teams are segregated: separate management structures, different processes and goals • Facilities teams manage the infrastructure – Power, and Cooling Requirements, Maximum Weight Distributions, and Floor Security • Systems teams Manage Servers, Networks, Software availability, version and patches, virtualization systems and management

8. 4 Phases to move to a Managed DCIM Environment • Monitor Assets and obtain access control to all necessary information to make planning decisions • Enable Real time Notifications and access to performance data • Decommission systems and identify the connection between power, cooling, and space past trends, current usages, and future requirements • Anticipate potential failures and automatically shift workloads

9. DCIM defined – Phase I • Monitor Assets and obtain access control to all necessary information to make planning decisions • Asset Inventory • Asset Resource Requirements

10. DCIM defined - Phase II • Enable Real time Notifications and access to performance data • Application performance monitoring • Network Performance • Access analytics

11. DCIM defined – Phase III • Ability to efficiently decommission systems and identify the connection between power, cooling, and space past trends, current usages, and future requirements • Power Visualization • Load Requirements / Capacities • Airflow Modeling • Data Repository for Trends / Future Needs

12. DCIM defined – Phase IV • Anticipate potential failures and automatically shift workloads to reduce downtime and optimized data center efficiencies • Data Analysis of Current and Future needs • “What If” scenarios and Analysis • System Intelligence to account for workload shifts and analysis on Physical aspects – Power/Cooling/Weight/Network

13. ITIL defined

14. ITIL – IT Infrastructure Library • ITIL is a public framework that describes • Best Practices in IT service management • ITIL provides a framework for the governance of IT, the ‘service wrap’, and focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective. • ITIL was published between 1989 and 1995 by Her Majesty’s Stationery Office (HMSO) in the UK on behalf of the Central Communications and Telecommunications Agency (CCTA) – now subsumed within the Office of Government Commerce (OGC). Its early use was principally confined to the UK and Netherlands. • cont…

15. ITIL – IT Infrastructure Library cont… • ITIL was built around a process-model based view of controlling and managing operations often credited to W. Edwards Deming and his PDCA cycle (Plan Do Check Act project management lifecycle) • ITIL v1 had over 30 books in the original version • A second version of ITIL was published as a set of revised books between 2000 and 2004 known as ITIL v2. • ITIL v3 was published in 2007 and takes that Framework and puts details behind them. • - Wikipedia

16. ITIL – Benefits • ITIL provides a systematic and professional approach to the management of IT service provision. • Benefits that include: • Reduced costs • Improved IT services through the use of proven best practice processes • Improved customer satisfaction through a more professional approach to service delivery • Standards and guidance • Improved productivity • Improved use of skills and experience • Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.

17. ITIL – Today – v3 • ITIL v3 is comprised of Five volumes • ITIL Service Strategy • ITIL Service Design • ITIL Service Transition • ITIL Service Operation • ITIL Continual Service Improvement

18. ITIL v3 Structure

19. ITIL – Service Strategy • As the center and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy volume provides guidance on clarification and prioritization of service-provider investments in services. • Service Strategy focuses on helping IT organizations improve and develop over the long term. • List of covered processes: • Service Portfolio Management • Demand Management • IT Financial Management

20. ITIL – Service Design • Provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. • Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery • List of covered processes: • Service Level Management • Availability Management • Capacity Management • IT Service Continuity Management • Information Security Management • Supplier Management • Service catalogue Management

21. ITIL – Service Transition • Relates to the delivery of services required by a business into live/operational use • Often encompasses the "project" side of IT rather than "Business as usual approach. • List of covered processes: • Service Asset and Configuration Management • Service Validation and Testing • Evaluation • Release and Deployment Management • Change Management • Knowledge Management

22. ITIL – Service Operations • Best practice for achieving the delivery of agreed SLA’s). • Service operation, as described in the ITIL Service Operation volume, is the part of the lifecycle where the services and value is actually directly delivered. • Also the monitoring of problems and balance between service reliability and cost etc are considered. The functions include technical management, application management, operations management and Service Desk as well as, responsibilities for staff engaging in Service Operation. • List of covered processes: • Event Management • Incident Management • Problem Management • Request Fulfillment • Access Management

23. ITIL – Service Continual Service Improvement • Key is to align and realign IT Services to changing business needs by identifying and implementing improvements to the IT services that support the Business Processes. • The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency and cost effectiveness of the IT processes through the whole lifecycle. To manage improvement, CSI should clearly define what should be controlled and measured. • List of covered processes: • Service Level Management • Service Measurement and Reporting • Continual Service Improvement

24. Taming DCIM with ITIL

25. ITIL – Service Strategy • Key Processes: • Service Portfolio Management • Demand Management • IT Financial Management • Key Activities • Think about why something is done before determining how to do it • Define Value [Value = Utility + warranty ] • Create Service Level Packages • Define IT Financial Priorities

26. ITIL – Service Design • Key Processes: • Service Level Management IT Service Continuity Management • Availability Management Service Catalogue Management • Capacity Management • Key Activities • Create a Service Catalogue with service loads, structures, costs, availability(SLA) and requirements • Service Availability – Implement Maintenance and Monitoring tools • Define, Measure, Analyze, Design, Verify (6 Sigma – DMADV) • Business Continuity Management (BCM) • Business Impact Analysis (BIA) • Risk assessment

27. ITIL – Service Transition • Key Processes: • Service Asset and Configuration Management • Service Validation and Testing • Evaluation • Release and Deployment Management • Change Management • Knowledge Management • Key Activities • Focus on the vulnerable transition between the Service Design and Operations Phase • Create Knowledge Management System • Standardize, Test, Review, Implement - ( PDCA – Plan Do Check Act) • Create a CMDB / CMS

28. CMDB – CMS • CMDB (Configuration Management Database) • is the center of the • CMS (Configuration Management System) CMS

29. ITIL – Service Operations • Key Processes: • Event Management • Incident Management • Problem Management • Request Fulfillment • Access Management • Key Activities • Deliver cost effective stability in the IT infrastructure • Achieve balance between maintaining stability and changing to new technologies • Implement Service Tools and Processes • Categorize and Priorities – Priorities = Impact + Urgency

30. ITIL – Service Continual Service Improvement • Key Processes: • Service Level Management • Service Measurement and Reporting • Continual Service Improvement • Key Activities • Ensure levels of IT service are achieved according to agreed targets • Return on Investment (ROI) • Value on Investment (VOI) • Goals – • Technology improvements • Process improvements • Document improvements • Training / Knowledge Transfer

31. ITIL Review

32. ITIL – DCIM Resources

33. ITIL Resources • ITIL – Official Certifcation Site • http://www.itil-officialsite.com/ • ITIL Library • http://www.itlibrary.org/ • ITIL – Best Practices • http://www.best-management-practice.com/

34. ITIL Certifications

35. DCIM Resources • Data Center Knowledge • http://www.datacenterknowledge.com • Data Center Journal • http://www.datacenterjournal.com • Data Center Dynamics • http://www.datacenterdynamics.com • The Green Grid • http://www.thegreengrid.org • DCIM Experts • http://www.dcimexperts.com

36. The Lorton’s - Taming the DCIM Wave Just as the wave cannot exist for itself, but is ever a part of the heaving surface of the ocean, so must I never live my life for itself, but always in the experience which is going on around me ~ Albert Schweitzer Insanity is doing the same thing over and over, and expecting a different result ~ Albert Einstein ITIL doesn’t stand for I'll Try It Later