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STKI’s IT as a Service
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(ITaaS) initiative

For a while" is a STKI’s IT as a Service

phrase whose (ITaaS) initiative
length can't be
measured. At least
by the person
who's waiting.
— Haruki Murakami

STKI Company Confidential

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What is IT as a Service? 2
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IT delivery:
Infrastructure &
Operations as a Service

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IT as a Service Initiative destination
ITaaS Gaining the adaptive
ability to deliver IT at
the speed of change
Current IT delivery is considered expensive, in-efficient,
rigid, old fashioned and holding back the business

Focused, reliable,
efficient, secure and
responsive IT
operations

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The core of ITaaS has not changed

• Increasing ability of strategic innovation

• Providing speed and scalability

• Increasing visibility and control over IT

infrastructure
• Streamlining how IT services are
provisioned, governed and managed

• Improving cost transparency

• Reducing IT costs

Source: IBM STKI modification

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So…
What’s different today
than what we did for so many years?

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We will provide concrete recommendations

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How can ITaaS become focused?

By setting up goals and establish metrics!!

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Set business agility /

Set IT support
responsiveness metrics
Set availability metrics
reliability metrics

Set cyber security

Set delivery
metrics
efficiency metrics

Trek name:
Define ITaaS goals and metrics / measurements

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Availability, service & efficiency metrics are common
Business responsiveness and cyber metrics are much less common

Don’t stay with a metric

too long

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Define role :"business technology availability"
One part of his role :“handle failures"

Measure availability objectively

with user experience tools

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Another important role: "change & maintenance manager"

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The "business technology

availability" person is the "change
& maintenance manager"

Only "availability minded gatekeeper" can improve ITaaS reliability

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STKI’s DevSecOps measurement manifesto:

Measure productivity\quality

dev
Measure ops ops
sec Measure cyber
(availability, etc…)

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STKI’s DevSecOps measurement manifesto:

Measure productivity\quality along with cyber

dev Measure cyber

Measure ops along ops
sec

with cyber

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STKI’s DevSecOps measurement manifesto:

Measure productivity\quality along with cyber

& ops
dev
Measure cyber along
Measure ops along ops
sec
with ops & dev
with cyber & dev
productivity
productivity

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Optimize the Set Open API
foundation Re-build integration platform

Build container
infrastructure

Set DC new
principles

Trek name:
Build new Data Center

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HCI – hyperconverged infrastructure 18

Source: wikibon

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Hyperscale infrastructure
Based on basic standard HW components setting up specific SW (sometimes
opensource) configuration for large scale computing. Integrator & customer check if this
specific server will work with this specific network HW \ opensource network OS,
specific disks work with specific storage file system, etc.

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Set DC new architecture principles:

o Build new technology lab preferably on cloud
o Software defined based (programmable) technology
o Maximize open source business value
o Strive towards immutable infrastructure (servers)

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Immutable infrastructure

In a traditional mutable server infrastructure, servers are continually updated and modified in place.

In immutable infrastructure servers are never modified after they're deployed.

If something needs to be updated, fixed, or modified in any way new servers built with the appropriate
changes are provisioned to replace the old ones.

Pets vs. Cattle

Source: digitalocean

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The evolution of integration patterns 22

Microservices connectivity
Standard content definition Service Mesh
Open API standards
External partners
Cloud integration API management
IPaaS\advanced ESB developer portal
External (specific API)
Internal integration API gateway
ESB

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Will API management replace ESB?

It shouldn't – no oorchestration, no transformation, no
adapters ( tech and content), no messaging, no guarantee
delivery, etc,
Still – green filed organizations (enterprises and startups) are
not using ESB at all

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Implement Devops
and automation
Reshape DC
Redefine sourcing operations
and finance

Retire technologies
and contain technical debt

Re-organize
ITaaS

Trek name:
ITaaS Operations, organization and processes

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Re-organize ITaaS: new team for new technology\domain

• New dedicated team (for converged, cloud, devops, etc.) , with skills differentiated, into the same
department

Easy but BAD!!

System Network Storage Cloud
DC

Network
Storage
System

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Re-organize ITaaS: combine old teams for delivering new 27

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technology\domain
Challenging but GOOD!!
System Network DC Storage
Production
faults

Sizing-
architecture

DR

Cloud

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RE-invent Organization 28

Network of agile teams

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RE-invent Organization: ITaaS
Network of agile teams

Network DBMS Delivery

WAN Manager

System

Network
DC

SBC

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New organizations challenges

“I have many bosses”

What will managers do?

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Refresh
dev\test DR\BCP
data Project
budgeting
NOC\ITOC and
and SOC chargeback
procedures –
“run books”
Change
management Architecture
Self service and sizing of
Asset
portal for new apps
management
developers Moving
environment
from dev to
Implement Devops and
automation
Reshape DC operations test to prod
Size of circle: how different
from current process

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The CI/CD (devops) team

Use the existing team that builds/refreshes

test environments as the foundation for
CI\CD team

Devops
Delivery Dev
Team

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Introduce bots and 33
virtual agent
Auto-Detect + notification
to the user for action
needed
Improve self
service

Auto-Detect + auto
resolution
Improve system
reliability & self healing

Trek name:
Zero ticketing

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Automation, Self Service and User happiness Do we have
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support?
Wow!!

 Don’t need to
look for
Auto-Detect &
Auto-Healing
specific
solution
Don’t need to Auto-Detect + notification to the
wait user + automated resolution
Need to wait
for support
Too long, too Self Service : (Virtual Assistant -
many people in Chatbot) or by other tools
the process
Self Service : ITSM/Portal/Search


Support by 1st level

Support by 2nd & 3rd level

IT STKI

modifications

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User uploads a screenshot 35

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of an error (ocr…)

Known error is matched

with a solution

AyTee suggests a solution

IT

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Remedy Powered By Cognitive

Auto-Route
incidents

Auto-assign the
incident based on Auto-Classify
past assignments Incidents to
specific product
and ops
categories for
more accurate
analytics

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Dynamic Automation integrates into existing ITSM tools to automate use
cases on platforms, database, middleware apps, network, and storage
Dynamic Automation
“Virtual Engineer”
(System
Administrator)

Client Devices
Event Unix
Management
System (e.g. Managed
Netcool) Server #1

Integration
Jump host*
Services
Managed
Incident Ticketing Server #2
IBM Dynamic
System (e.g. ICD, Automation
ServiceNow, Intel
Remedy)

Diagnose
Escalate it to a
Virtual engineers behave human system
Remediate
very much like a human administrator to
system administrator. complete the
Escalate to resolution.
Yes No Human Engineers

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Cloud technologies and

processes are part of ITaaS
practice enabling true hybrid
cloud

Focused, reliable, efficient, secure and responsive to business

needs

Zero ticketing

Supporting development

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