Future of Horizontal Services by Harrick Vin, VP & Chief Scientist, TCS. The two functions of enterprise IT -- run the business (RTB) and change the business (CTB) -- are undergoing significant changes because of automation. In this presentation, we talked about what is fueling this change, and some of the challenges in realizing automation benefits in enterprises.

1. Industrialization of IT and Operations

2. IT
Craft: Manual engineering
Low volumes; Variable quality
Low agility
Precision engineering
 High volumes; Fixed quality
 High agility
Mechanized but with human intervention
 High volumes; Fixed quality
Low agility
Inspiration
Industrialization of
manufacturing

3. Finance
 Minimize cost-to-income ratio
 Match business volatility with cost variability
Efficient & Cost
variablized IT
Business
 Support new markets/segment/products/services/regulations
 Customer satisfaction
Agile
IT
 Drive business outcomes and differentiation
 Improve quality of experience
Business-aligned,
High-quality, and
Flexible IT
Stakeholder Perspectives
and Requirements

4. Significant reliance on tacit knowledge
 Only silo-based understanding
 Business vs. IT vs. Infrastructure
 The wall of confusion: CTB vs. RTB
1
Explicit knowledge is difficult to reuse
 No clear separation of “general” and “situation-specific” knowledge
 Reuse requires parameterization and externalization of parameter values
 Low maturity on parameterization and value externalization (e.g., CMDB)
2
Knowledge evolves continuously
 Poor parameterization and externalization  Maintenance nightmare3

5. Current model:
Knowledge
Management
 Maintain
knowledge in
unstructured or
semi-structured
documents/SOP
Future model: Knowledge Engineering
 Formal knowledge structure
 Separation of general (reusable) and situation-
specific (parameterized) knowledge
 Graceful handling of incomplete, imprecise and
evolving knowledge

6.  General knowledge about the IT and business
 Business domain & technology reference architectures
 Implementation options, cost, compatibility
 Reusable operational knowledge
Factual Knowledge
 Situation-specific knowledge about IT and operations
 Entities and relationships
 Operational dynamics
Situational Knowledge
 Standardized operation catalogue
 Logic to detect, analyze and handle events, incidents, defects, …
Actionable Knowledge

7. Tablespace
Segment
Extent
Oracle Data
Block
Data File
OS Block
Table Index Rollback Temp
Application Instance
Control File
Redo log
File
Archive log
File
Table View SQLs
Database
Logical
Storage
Physical
Storage
1
M
1
M
1
M
1 M
1 M
1
M
1
M
Is of type
accesses
Segment types
DB Objects
accesses
SP
…
Oracle Deployment:
Reference Architecture

8. Tablespace
Segment
Extent
Oracle Data
Block
Data File
OS Block
Table Index Rollback Temp
Application Instance
Control File
Redo log
File
Archive log
File
Table View SQLs
Database
Logical
Storage
Physical
Storage
1
M
1
M
1
M
1 M
1 M
1
M
1
M
Is of type
accesses
Segment types
DB Objects
accesses
SP
…
Oracle Deployment:
Reference Architecture
Physical environment:
OS-level discovery tools
Database implementation details:
Oracle-specific views (e.g.,
dba_registry, dba_tablespace,
dba_tables, v$* views, …)
Database performance monitoring
data: AWR reports, ASH reports,
DBA_ADVISOR, …

9. System
dependency view
Operational
activities view
Team and
effort view
Performance and
capacity view
Workload &
utilization view
Defects view
Incidents view
Cost view
Improvement view
(e.g., eliminate,
automate)
Alerts view
Insights: Trends, seasonality, change, correlation, outliers, persistence, …

10. Standardized operation catalogue +
Logic to detect, analyze and handle events,
incidents, defects, requests, …
Example
Three-tier J2EE application is slow
 Detect event
 Identify probable-cause or root-cause
 Check whether the web, application or
database server is slow
 Recursively troubleshoot each of the
“slow” components
 Perform remedial actions to work-around
or fix the issue
 Validate that the issue is resolved
 Close the ticket

11. Consistent configuration of service management tools
 CMDB, monitoring tools, event management, ITSM,
automation orchestrator, …
Automate production support
 Auto-provisioning, self-healing and orchestrated operation
Continuous improvement of operations (IT and business)
 Measure  Analyze  Improve
Adaptive business service management
 Predictive management of business outcomes
 Command  Control  Experience Center
Improve cost-of-quality
 Integrate and correlate data from QA and operations

12. Crowd-sourcing of IT and domain knowledge
Extract knowledge from unstructured sources
 Analytics on manual activity logs
 Analytics on knowledge articles
 Analytics on operational data (e.g., tickets, alerts, metrics, …)
Acquire
Knowledge
Auto-generation from patterns
 Auto-generation of run-books for non-functional issues
Object-oriented modeling of knowledge
 Organize knowledge as reusable and executable items
 Extensive use of encapsulation, inheritance & polymorphism
Structure
Knowledge
Manage evolving knowledge
 Knowledge versioning and release management
 Knowledge validation and testing
Manage
Knowledge

13. Configuration Mgmt
Event Management
Monitoring
IT Service
Management
Automation
Orchestration
Reporting and
Dashboarding
TCS
Production
Management
Services
Technology
Solution
Process
Re-engineering
Engagement
Model
Financial
Model
Implementation
Services
Coordinated
Knowledge
Configuration
TCS
Production
M
anagem
ent
Services
Technology
Solution
Process
Re-engineering
Engagem
ent
M
odel
Financial
M
odel
Im
plem
entation
Services
TCS
Production
M
anagem
ent
Services
Technology
Solution
Process
Re-engineering
Engagem
ent
M
odel
Financial
M
odel
Im
plem
entation
Services
Event correlation &
enrichment
Performance,
availability, capacity
IM, PM, CM, SRM,
Service catalogue, …
Discovery, Asset
Mgmt, CMDB
Seamless integration of
automated & manual operations
Real-time dashboards
and analytics reports

14. See: Clear line-of-sight
 Understand the mapping of business to IT and infrastructure
 Impact analysis: Right information @ right time
Hear: Situational awareness
 Hear the right signals (in real-time) that need attention
 Minimize or eliminate noise
Taste: Accommodate changes rapidly
 Predict the impact of change; Risk mitigation
 Guide design and operate decisions based on scenario simulations
Smell: Predict potential crises/problems
 Detect signals that indicate impending incidents
 Intelligence to decipher and act on the signals
Touch: Improve effectiveness of manual touch
 Automation-augmented engineers
 Right work by right people at right place and right time
Knowledge Engineering  Sensory Augmentation  Industrialization

15. Thanks !