Transcript Slide 1

Managing IT Services in a
Converged IP Environment
Robert Ringdahl
[email protected]
1 May 2008
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© 2007 Gartner, Inc. and/or its affiliates. All rights reserved.
Acknowledgements
• The initial work on this topic was conducted while
I was working at SRA and is based, in part, on
the experiences of SRA International, Inc. in
support of the Army National Guard Network
Operations Security Center (NOSC).
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© 2007 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Future IT Environment:
• Robust & Reliable Voice,
Video, and Data IT
Services Required for
Mission Accomplishment
• On-Demand Access to
Full Range of IT Services
from Common-User
Devices
• Seamless Delivery of IT
Service across Wireless &
Connected Environments
Future Converged IT Services will be new
services consisting of features from existing
IT Services with unique inter-relationships.
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© 2007 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Assumptions & Challenges
Challenges
Assumptions
• Running in a converged
IP infrastructure
• Mission accomplishment
is dependent upon
effective and efficient use
of IT resources
• User satisfaction with IT
services is a primary goal
of the IT operations group
• Increased awareness of
IT by users of IT
capabilities and potential
• User focus on content &
service as it applies to
their mission
• Rapid evolution of
technology
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Today’s Situation
• Separate
management
infrastructure for
each domain
Ad Hoc
Synchronous Collaboration
Converged
Services
Planned Synchronous & Ad Hoc
Asynchronous Collaboration
Web Broadcast & Multi-media Distribution
Synchronized Audio & Data Distribution thru Separate Systems
• Lack of management
(tools & techniques)
for converged
services
V
O
I
C
E
V
I
D
E
O
Directory
Basic Services
File Mgmt
• Consumerization
Virtual Network Mgmt
VPN Mgmt
COOP/DR
Routing Mgmt
IP Mgmt
DNS Mgmt
Access Mgmt
driving integrated
multi-media services Bandwidth Mgmt Transmission Mgmt Confidentiality/Denial of Service Mgmt
Common Back
Office Functions
Identification & Authentication
D
A
T
A
Today's Converged IT Services are built upon a foundation of common
IP management tasks and traditional IT services.
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Approach to Managing Converged
Services
• Uniquely Define Converged Services Based on User
View
- Composed of user identifiable characteristics
• Understand the User’s Key Performance Indicators
(KPIs) and Associated Parameters
• Build Monitoring Thresholds Across the Service Delivery
Map Based on Variations in KPI parameters
- Assign Service Ownership
- Organize to Support Service Delivery vice Technology Operations
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Defining Services
WebEx Service
Voice
Video
Data
Directionality
(Uni or Bi)
2-way
1-way
2-way
Real-Time
Real-Time
Real-Time
M–M
1–M
M–M
Timeliness
(Real-time or Delayed)
Scope
(1 – 1, 1 – M, M – M)
Mode
(Still, Partial or Full Motion)
Special
Characteristics
Partial
Persistence
(Stored or Transient)
Transient
Mobility
(Mobile or Fixed Access)
Fixed
Presence
(Y/N)
Yes
Coordination
(Ad Hoc or Planned)
Both
SSTC, May 2008
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User Key Performance Parameters
WebEx
Service
KPIs
Directionality
(Uni or Bi)
Timeliness
(Real-time or
Delayed)
Scope (1 – 1,
1 – M, M – M)
Mode (Still,
Partial or Full
Motion)
Voice
Video
Data
Ability to send &
receive audio with
no distortion or
gaps
The image is received
in its entirety without
pauses in painting the
image
Presence data, Chat,
and Whiteboard data
updated without loss
of content
No noticeable delay
in transmission
Receipt of video
image is timely &
consistent with
receipt of audio
No noticeable delay
in transmission
All participants
have audio
reception at
acceptable level
based on the
capabilities of their
receiving device
All participants
receive the video at
approximately the
same time, consistent
with the capabilities
of their receiving
device
Data transmissions
received by all
participants at
approximately the
same time
Video image is
complete without
gaps or missing
elements
SSTC, May 2008
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Special
Characteristics
User Key Performance Parameters
(continued)
WebEx Service
KPIs
Voice
Video
Data
Special
Characteristics
No residual impact
on local device from
having participated
in the session
Persistence
(Stored or
Transient)
Mobility (Mobile
or Fixed)
Able to connect to the
service from any thin
client web browser
without requiring
administrative privilege to
user device
Presence (Y/N)
All participants’ status
was visible to all
Coordination
(Ad Hoc or
Planned)
Service is able to be
initiated with no advance
notice or can be
scheduled thru existing
calendar system
SSTC, May 2008
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Manage to User KPIs
Network Operations Center
Site 1
Site 2
`
`
System & Application status
Transmission status
Mobile User
Network status
SSTC, May 2008
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Implications
•
Tools
- Need network analyzer probes in the mix coupled with traditional network
status measures
- Visualization tools that combine network, system, and application
performance into a consolidated view
- Consider limited use of synthetic transaction devices at key locations
within enterprise to approximate end-user experience
•
Processes
- Configuration and change management become critical as a mistake can
bring down all IT services
- Increased emphasis on service management
•
Organization
- Integration of previously separate sections into one infrastructure
operations cell
- Significant training requirements – everyone in the IT organization is
going to have to learn at least one new skill
- Need to identify the converged service owners
© 2007 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates.
Summary
• Users will demand more,
not less, converged IT
services in the future
Ad Hoc
Synchronous Collaboration
Converged
Services
Planned Synchronous & Ad Hoc
Asynchronous Collaboration
Web Broadcast & Multi-media Distribution
Synchronized Audio & Data Distribution thru Separate Systems
Voice, Video, & Data
Identification & Authentication
Virtual Network Mgmt
Routing Mgmt
Bandwidth Mgmt
Directory
VPN Mgmt
IP Mgmt
Transmission Mgmt
DNS Mgmt
Basic Services
File Mgmt
COOP/DR
Access Mgmt
Confidentiality/Denial of Service Mgmt
Common Back
Office Functions
• Organizations will
demand “telephone”
reliability with “data”
flexibility for converged IT
services
Integrated end-to-end management of all IT services
• IT O&M organizations will
available to the user
be held accountable for
the secure, efficient, and IT O&M organizations must start now to
restructure the tools, techniques, and
reliable delivery of these organization to meet this challenge
converged IT services
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