Orchestration and Provisioning Architecture For Effective Service Management

Orchestration and Provisioning Architecture for Effective Service Management
Alan McSweeney
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
February 13, 2012
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
February 13, 2012
Orchestration and Provisioning

Orchestration means the automated arrangement, coordination 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
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Orchestration and Provisioning

Orchestration Function
Service Specific Provisioning Function
Service Component/ Resources

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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
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Orchestration Core Functions
To manage the coordination of workflows that interact with participating systems (and people) as users move through the lifecycle of services usage
To manage the coordination of service management processes and workflows that that interact with participating systems (and people) for the underlying service platforms and infrastructure
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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
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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
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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
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Generalised Services Architecture

Service
Demand
Service
Service
Service Presentation and Access Layer
Delivery
Service Governance
Resource Provision
Manage
Service Management
Supply
Service Platform and Resources
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Generalised Services Architecture
Services architecture will consist of three functions

1. Demand for and usage of services, both existing and new 2. Delivery of services, both existing and new 3. Supply of services, both existing and new
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Generalised Services Architecture - Detail

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

Management Services Operational Support Services (OSS)
Service Delivery Catalog Service Automation Management Configuration and Asset Management Service Request Management Image Lifecycle Management (Release and Deployment) Problem Management
Business Support Services (BSS)

Opportunity Management Customer Account Management Contracts and Agreement Management Service Offering Catalog
Change Management
Service Offering Management
Order Management
Resource Provisioning
Incident Management
Subscription Management
Pricing
Entitlement Management
Monitoring and Event Management Continuity and Availability Management
IT Asset and License Management
Capacity and Performance Management
Metering
Billing
Clearing and Settlement
Platform Management
Accounts Payable
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Functional Layers Between the Consumers of Services and the Underlying Resources
Service Consumers
Applications and Services
Service and Related Management Systems
Service Internal Provisioning Function
Resources
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

Service Consumers
Resources
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Functional Layer Interfaces

1. Applications and Services the customer will request directly or
2.
3. 4.
5.
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
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Service Initial Request Functional Interaction

Service Consumers
1

2
3

4

5
Resources
Service Initial Request Functional Interaction

1. Service Consumers will interact with the Applications and Services
to get initial access to services

2. Applications and Services will trigger a workflow in Orchestration
Function to setup access rights in the required systems

3. The workflow initiated by the Orchestration Function will interface
with Service and Related Management Systems to perform functions associated with initial access to services
4. 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
5. The Service Internal Provisioning Function will interface with the
physical Resources that comprise the infrastructure where the services reside
Service Ongoing Usage Functional Interaction

Service Consumers
1

3

4
Resources
Service Ongoing Usage Functional Interaction

1. Service Consumers will access services using the Applications and
Services
2. 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
3. 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
4. The Service Internal Provisioning Function will interface with
physical Resources that comprise the infrastructure where the services reside
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Service Ongoing Service Management Functional Interaction

3
Service Consumers Applications and Services Orchestration Function Service and Related Management Systems Service Internal Provisioning Function Resources
1 2 4
Service Management
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

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

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

1. 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 2. 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 3. Provision Service the service platform will allocate resources in response to usage requests from the customer 4. 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 5. Discover and Track Configuration and Changes as resources are allocated and deallocated dynamically, the configuration of the underlying resources will be discovered and tracked 6. 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 7. 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 8. 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 9. Analyse Service And Ensure Alignment With Service Levels the overall service will be analyzed to ensure an appropriate level of service is being provided 10. Manage Service Level Agreements (SLAs) individual service level agreements, if they exist and are offered will be monitored
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Extended Customer Services Lifecycle

Configuration Pricing and Quotation Review/ Approve Opportunity Management Credit Check
Compliance Check
Tax Calculation
Agreement Creation
Entitlement Creation
Bill Plan Creation
Access Rights Creation
Sell/Order/ Trial
Resource Provisioning
Accounting/ Billing
Cancellation
Initial Warranty Support
Customer Service
Convert Trial
Service Management
Proactive Support
Usage Consumption Collection Change (Add/ Delete/ Remove)

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Recurring Billing
Penalties/ Service Credits
Modify Entitlement
Upsell
Terminate
De-commission and Reuse
Disposal of Data
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Customer
Service Strategy
Demand Management Service Portfolio Management Financial Management
Service Provider
Service Design
Information Security Management
Projects
Service Transition
Service Assurance Strategy Management Transition Planning and Support Change Management Validation and Testing Problem Management Incident Management Users Request Fulfilment Operational Activities Knowledge Management Service Evaluation Service Catalog Management Asset and Configuration Management Release and Deployment
IT Service Continuity Management
Service Operation
Event Management Service Management
Capacity Management
Availability Management
Service Level Management
Access Management
Supplier Management
Continual Service Improvement

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Service Improvement
Service Reporting
Service Measurement
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Service Management Architecture
In terms of service management, the orchestration function can coordinate the integration of the services platform acting as an centralised hub
Incidents and Problems
Actions and Events
Service Management Platforms
Integrated View of Services

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/GEM Bus.aspx
Infrastructure Services On-Demand Provisioning Research Group (ISOD-RG)

http://www.ogf.org/gf/group_info/view.php?group=ISOD-RG
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More Information
Alan McSweeney alan@alanmcsweeney.com
February 13, 2012
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Orchestration and Provisioning Architecture For Effective Service Management

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Orchestration and Provisioning Architecture for Effective Service Management

Orchestration and Provisioning and Service Management

February 13, 2012

Importance of orchestration is being recognised in relation to cloud services

February 13, 2012