A Reflection Of What I Learned At Cisco Live: Growing Up Isn't Easy

Andre Kindness

Even though CiscoLive was a month ago, I’m getting a lot of inquiry calls from clients asking me what I thought and what does Cisco’s megalaunch mean to them. I feel Cisco’s emerging out of their teenage years of taking things for granted and is getting down to business. But is it too late? I don’t think so, but Cisco has a lot of work ahead of them to win the hearts and minds of infrastructure and operations personnel. On some strong indicators that positive change is in action, I&O managers can hang their hats on Cisco in three areas:

  • Vision. If there is one attribute that customers can bank on, Cisco always delivers a vision and helps provide a road map for enterprises on what networking professionals should expect to see their networks support. In general, their visions provide a guide light on value beyond the sea of commodity issues: price, features, and speed.
  • Operations. Cisco’s drive toward consolidating its own operations and dissolving technology silos into services is in alignment with what enterprises need to do and where technology solutions must evolve. Cisco is blending teams into five areas: 1) core routing/switching innovation and optimization; 2) collaboration solutions ; 3) virtualization (including data center and cloud) technologies; 4) video as a primary communication medium and IT task; and 5) architecture — defining and delivering IT architecture for businesses and service providers. I&O managers can expect to see much more integrated and simplified solutions. This should help enterprises reduce the overhead associated with long deployment times and expensive services built on complicated solutions.
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Benchmarking The IT Service Desk – Where Do You Stand?

Stephen Mann

A “bonus” blog today (and hence it is quickly constructed) and the subject area will need to be returned to at a later date. The reason for the bonus blog is that I am a little bit excited.

SysAid, a provider of IT help desk and customer service software solutions, has provided me with a subset of the service desk benchmarking information captured through its customers’ use of its software (on an opt-in basis, of course).

To me, this is the sort of stuff that the ITSM community (see my previous blog) is crying out for – information that helps them to understand where they are and what they should aspire to. More information about the SysAid benchmarking is available at http://www.ilient.com/it-performance-benchmark.htm (link is provided for more detail on the definitions for the benchmarks below).

Average Service Requests (SR) closed per Admin (Service Desk Agent)

Important note: If you follow the above link, the assumptions show that the SRs are “incidents.”

Quick comment – I am assuming that this is per day but I am seeking clarification. As with all the slides in this blog, please treat with care in the absence of sample sizes.

Percent of Surveys Answers vs. Sent 

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A Rift At The High-End For Server Requirements?

Richard Fichera

We have been repeatedly reminded that the requirements of hyper-scale cloud properties are different from those of the mainstream enterprise, but I am now beginning to suspect that the top strata of the traditional enterprise may be leaning in the same direction. This suspicion has been triggered by the combination of a recent day in NY visiting I&O groups in a handful of very large companies and a number of unrelated client interactions.

The pattern that I see developing is one of “haves” versus “have nots” in terms of their ability to execute on their technology vision with internal resources. The “haves” are the traditional large sophisticated corporations, with a high concentration in financial services. They have sophisticated IT groups, are capable fo writing extremely complex systems management and operations software, and typically own and manage 10,000 servers or more. The have nots are the ones with more modest skills and abilities, who may own 1000s of servers, but tend to be less advanced than the core FSI companies in terms of their ability to integrate and optimize their infrastructure.

The divergence in requirements comes from what they expect and want from their primary system vendors. The have nots are companies who understand their limitations and are looking for help form their vendors in the form of converged infrastructures, new virtualization management tools, and deeper integration of management software to automate operational tasks, These are people who buy HP c-Class, Cisco UCS, for example, and then add vendor-supplied and ISV management and automation tools on top of them in an attempt to control complexity and costs. They are willing to accept deeper vendor lock-in in exchange for the benefits of the advanced capabilities.

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What Does Google's Acquisition Of Motorola Mobility Mean To I&O Professionals?

Christian Kane

Google sent shock waves through the mobile world this morning as it announced a planned acquisition of Motorola Mobility for $12.5 billion in cash. The initial commentary has largely focused around Motorola’s patent portfolio, how this will affect the other Android manufacturers, and what Google will do with the rest of Moto’s hardware business which my colleague John McCarthy summed up nicely in his blog post.

So what kind of an impact does this have on infrastructure and operations (I&O) professionals? For the most part, not much of one.  I&O professionals are working to make their organizations platform-agnostic by deploying mobile device management (MDM) solutions. For them, Android is only one in an increasingly crowded space of platforms including iOS, Blackberry, and Windows 7 Mobile. 

Still, there is one interesting implication in this deal that I&O pros should take note of — Google gets 3LM. Back in February Motorola Mobility acquired 3LM, a startup including former Google employees who worked on Android, which specializes in enterprise security and management software. Rumors had already been flying that some of the 3LM functionality like storage encryption and anti-malware would be included in the next version of Android (Ice Cream Sandwich). With 3LM now a part of Google, firms might finally management and security capabilities I&O and security pros have been asking for in Android.

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Social? Cloud? What About Mobile?

Stephen Mann

In IT service management “circles” there’s a lot of talk about Social Media (with new terms like “Social ITSM”) and Cloud (with debates such as “Is Cloud the death knoll for ITSM and ITIL?”), but what about another aspect of the changing business and IT landscape that doesn’t get enough attention – Mobile?

We all have mobile devices (and I am deliberately stressing “devices” here), I don’t know whether I am a good or bad example having travelled recently with a work laptop and BlackBerry along with personal Android and iPhone devices, and an iPad.  I know, how sad. But mobile devices, and their use and management, pose a serious challenge to I&O organizations.

My Forrester colleague Matt Brown recently blogged about “Enterprise Mobility, Competitiveness and The Future Workplace Experience”, including an interesting statistic and “WIM” (what it means):

“Enterprise Mobile Technologies: Individual employees are able to put the latest mobile devices and apps to productive business use faster than their employers can. Our data suggests the most highly mobile (and highly paid) employee segments (33% of the information workforce) already embrace these tools to make themselves more productive from work, from home, and from the road. What it means: Companies have little control over who uses these.”

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The Applicability Of ITIL Outside Of IT

Stephen Mann

 

For those of you that put up with my tweeting on Twitter, you will already know that I am obsessed with customer service. Or to be more accurate, I am obsessed with being treated like a customer. While a polite Englishman at heart, I am not prepared to tolerate poor customer service. In the words of David/Bruce Banner, “You won’t like me when I am angry.”

“But what has this to do with ITIL?” I hear you screaming at your screen. Please bear with me as I recount last Saturday night and Sunday morning (thankfully there is no link to the film of the same name).

Last weekend I spent a single night at a “chain” hotel. The customer service upon arrival was excellent, on the back of my loyalty card I received a room upgrade and complimentary soft drinks and chocolate bars in the room. Ah, the world was good and I was “living the dream.” I felt like a valued customer. Fast-forward to the following morning and the picture couldn’t have been more different.

During the night the room had been so hot that it was difficult to sleep. “You should have turned down the heating or opened the window,” I hear you cry. Check and check. The wall-mounted thermostat made no difference. The window, somewhat morbidly, had been screwed shut. I didn’t call down to reception as I couldn’t face a handyman/woman messing around in my room in the middle of the night (if they were actually available).

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Hyper-V Matures As An Enterprise Platform

Richard Fichera

A project I’m working on for an approximately half-billion dollar company in the health care industry has forced me to revisit Hyper-V versus VMware after a long period of inattention on my part, and it has become apparent that Hyper-V has made significant progress as a viable platform for at least medium enterprises. My key takeaways include:

  • Hyper-V has come a long way and is now a viable competitor in Microsoft environments up through mid-size enterprise as long as their DR/HA requirements are not too stringent and as long as they are willing to use Microsoft’s Systems Center, Server Management Suite and Performance Resource Optimization as well as other vendor specific pieces of software as part of their management environment.
  • Hyper-V still has limitations in VM memory size, total physical system memory size and number of cores per VM compared to VMware, and VMware boasts more flexible memory management and I/O options, but these differences are less significant that they were two years ago.
  • For large enterprises and for complete integrated management, particularly storage, HA, DR and automated workload migration, and for what appears to be close to 100% coverage of workload sizes, VMware is still king of the barnyard. VMware also boasts an incredibly rich partner ecosystem.
  • For cloud, Microsoft has a plausible story but it is completely wrapped around Azure.
  • While I have not had the time (or the inclination, if I was being totally honest) to develop a very granular comparison, VMware’s recent changes to its legacy licensing structure (and subsequent changes to the new pricing structure) does look like license cost remains an attraction for Microsoft Hyper-V, especially if the enterprise is using Windows Server Enterprise Edition. 
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Catching Up With SUSE -- The Attachmate Group Clarifies Branding And Role For SUSE

Richard Fichera

I recently had an opportunity to spend some time with SUSE management, including President and General Manager Nils Brauckmann, and came away with what I think is a reasonably clear picture of The Attachmate Group’s (TAG) intentions and of SUSE’s overall condition these days. Overall, impressions were positive, with some key takeaways:

  • TAG has clarified its intentions regarding SUSE. TAG has organized its computer holdings as four independent business units, Novell, NetIQ, Attachmate and SUSE, each one with its own independent sales, development, marketing, etc. resources. The advantages and disadvantages of this approach are pretty straightforward, with the lack of opportunity to share resources aiming the business units for R&D and marketing/sales being balanced off by crystal clear accountability and the attendant focus it brings. SUSE management agrees that it has undercommunicated in the past, and says that now that the corporate structure has been nailed down it will be very aggressive in communicating its new structure and goals.
  • SUSE’s market presence has shifted to a more balanced posture. Over the last several years SUSE has shifted to a somewhat less European-centric focus, with 50% of revenues coming from North America, less than 50% from EMEA, and claims to be the No. 1 Linux vendor in China, where it has expanded its development staffing. SUSE claims to have gained market share overall, laying claim to approximately 30% of WW Linux market share by revenue.
  • Focus on enterprise and cloud. Given its modest revenues of under $200 million, SUSE realizes that it cannot be all things to all people, and states that it will be focusing heavily on enterprise business servers and cloud technology, with less emphasis on desktops and projects that do not have strong financial returns, such as its investment in Mono, which it has partnered with Xamarin to continue development,.
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GPU Case Study Highlights Financial Application Acceleration

Richard Fichera

NVIDIA recently shared a case study involving risk calculations at a JP Morgan Chase that I think is significant for the extreme levels of acceleration gained by integrating GPUs with conventional CPUs, and also as an illustration of a mainstream financial application of GPU technology.

JP Morgan Chase’s Equity Derivatives Group began evaluating GPUs as computational accelerators in 2009, and now runs over half of their risk calculations on hybrid systems containing x86 CPUs and NVIDIA Tesla GPUs, and claims a 40x improvement in calculation times combined with a 75% cost savings. The cost savings appear to be derived from a combination of lower capital costs to deliver an equivalent throughput of calculations along with improved energy efficiency per calculation.

Implicit in the speedup of 40x, from multiple hours to several minutes, is the implication that these calculations can become part of a near real-time business-critical analysis process instead of an overnight or daily batch process. Given the intensely competitive nature of derivatives trading, it is highly likely that JPMC will enhance their use of GPUs as traders demand an ever increasing number of these calculations. And of course, their competition has been using the same technology as well, based on numerous conversations I have had with Wall Street infrastructure architects over the past year.

My net take on this is that we will see a succession of similar announcements as GPUs become a fully mainstream acceleration technology as opposed to an experimental fringe. If you are an I&O professional whose users are demanding extreme computational performance on a constrained space, power and capital budget, you owe it to yourself and your company to evaluate the newest accelerator technology. Your competitors are almost certainly doing so.

Giving Back To The IT Service Management Community

Stephen Mann

 

No, this isn’t about the returning of your ITIL books to ITIL’s makers (just think how much they would cost to post) but more of the reaping of the knowledge and experience held within the ITSM community (ITIL’s creators, publishers, trainers, consultants, software vendors, ITSM practitioners, and ancillary roles such as analysts) for the benefit of all.

This is by no means a new idea. Various conversations have taken place over the years to create lower-level, more granular, and ultimately more practical best practice information that is freely available to ITSM practitioners. Whether it is in the form of blogs, white papers, discussion threads, podcasts, special interest groups, or “free” training and events, such information is invaluable to the IT people “at the coal face” who don’t want to have to “reinvent the wheel” nor to have to read through a set of ITIL books which IMO isn’t really designed for the hectic work lives of ITSM practitioners. Practitioners just don’t have the time even if they have the inclination. They will also struggle to find really practical help and assistance from such a "sea of text."

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