MODULE – 9

CLOUD
INFRASTRUCTURE AND
MANAGEMENT

Copyright © 2011 EMC Corporation. All Rights Reserved. 1

 Module 9: Cloud Infrastructure and Management

Upon completion of this module, you should be able to:

• Explain the Cloud infrastructure components
• Describe the Cloud service creation processes
• Describe the Cloud service management processes

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 2
 Module 9: Cloud Infrastructure and Management

Lesson 1: Cloud Infrastructure and Service Creation

Topics covered in this lesson:
• Cloud infrastructure framework and components
• IT resources included in each Cloud component
• Processes to create Cloud services

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 3
Cloud Infrastructure Framework

Cloud Infrastructure Management and

Service Creation Tools

Applications and
Platform Software

Virtual
Infrastructure

Physical
Infrastructure

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Physical Infrastructure
• Physical infrastructure includes physical IT
resources
 Physical servers
 Storage systems
 Physical network components
• Physical servers are connected to each other, to
the storage systems, and to clients via physical
networks
• Physical resources may be located in a single data
center or distributed across multiple data centers

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 5
Virtual Infrastructure
• Virtual infrastructure consists of:
 Resource pools
 CPU, memory, network bandwidth, storage
 Identity pools
 VLAN ID, VSAN ID, MAC address
 Virtual IT resources
 Virtual Machines (VMs), virtual volumes, virtual
networks (VLAN and VSAN)
 VM network components such as virtual switches
and virtual NICs
• Virtual IT resources obtain capacity and identity
from resource and identity pools respectively

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 6
Applications and Platform Software
• Suite of softwares that may include:
 Business applications
 Platform softwares such as OS and database
 To build environments for applications to run
 Migration tools
• Applications and platform softwares are hosted on
VMs
 To create software-as-a-service (SaaS) and platform-
as-a-service (PaaS).
• Migration tools are used to deploy consumer’s
applications and platform softwares to Cloud
 To enable platform-as-a-service and infrastructure-
as-a service

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 7
Cloud Infrastructure Management and
Service Creation Tools
• Manage physical and virtual infrastructures
• Handle service requests and provisions Cloud
services
• Provide administrators a single management
interface to manage resources across VDCs
• Cloud infrastructure management and
service creation tools are classified as:
 Virtual infrastructure management softwares User Access Management

 Unified management software

 User access management software Unified Management

• Interact among themselves to automate

provisioning of Cloud services Virtual Infrastructure
Management

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Virtual Infrastructure Management User Access Management

Software Unified Management

• Provides interfaces to construct virtual infrastructure Virtual Infrastructure

from underlying physical infrastructure Management

 Enables configuring pools and virtual resources

• A discrete tool to configure compute, storage, and
network resources independently
Configurations Performed Using Management
Virtual Infrastructure Management Software
Interface
• Create storage pools, create virtual volumes, assign
Storage management
virtual volumes to servers
• Create VLAN ID and VSAN ID pools, assigns VLAN
IDs and VSAN IDs to virtual and physical switch
ports
Network Management
• Create zone sets and include nodes into zones
• Create network bandwidth pool and allocate
bandwidth to VLANs associated with VM port groups
• Create CPU and memory pool
Compute Management • Create VMs and allocate them CPU, memory, and
storage capacity

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 User Access Management
Unified Management Software
Unified Management

• Interacts with virtual infrastructure management software Virtual Infrastructure

• Collects information on configuration, connectivity, and Management

utilization of existing physical and virtual infrastructure

resources
• Provides a consolidated view of existing the physical and
virtual infrastructure across VDCs
 Helps in monitoring performance, capacity, and availability of
resources
• Provides a single interface to create virtual resources and
pools; add capacity and identity to existing pools
 Sends configuration commands to respective virtual
infrastructure management software
 Eliminates administration of compute, storage and network
separately

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 10
Unified Management Software (contd.)
• Creates Cloud services
• Performs a series of processes to construct Cloud
services such as:
1. Grading resources
2. Bundling resources
3. Defining services
4. Distributing resources

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Unified Management Software (contd.)
1 2 3 4
Grading Resources:
• A process to categorize pools Example: Grading Storage Pools
based on performance, and
• Grade ‘Gold’ : Includes Flash, FC, and
capacity.
SATA drives, supports automated
• Defines multiple grade levels storage tiering, capacity 3 TB (Flash 1TB,
FC 1TB, SATA 1TB), and RAID level 5
(such as Gold, Silver, Bronze)
for each type (compute, • Grade ‘Silver’: Includes Flash, FC, and
storage, network) of pool. SATA drives, supports automated
storage tiering, capacity 3 TB (Flash
• Graded pools are used to 0.5TB, FC 1TB, SATA 1.5TB) ,and RAID
create a variety of Cloud level 1+0
services. • Grade ‘Bronze’: Includes FC drives,
capacity 2TB, RAID level 5, and provides
no automated storage tiering

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Unified Management Software (contd.)
1 2 3 4
Bundling Resources:
• It is a process of integrating a Bundle A Bundle B Bundle C

graded compute pool (CPU + Application &

Platform
Application &
Platform
Application &
Platform

memory) with a graded network

pool and a graded storage pool
• A bundle may be associated with
application and/or platform Compute Pool Compute Pool Compute Pool
Grade: Gold Grade: Gold Grade: Silver
software used to create a Cloud
service. Network Pool Network Pool Network Pool
 Exception IaaS Grade: Gold Grade: Silver Grade: Silver

• Each bundle provides resources to

Storage Pool Storage Pool Storage Pool
create a Cloud service
Grade: Gold Grade: Bronze Grade: Bronze

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Unified Management Software (contd.)
1 2 3 4
Defining Services:
• It is a process of documenting Service Examples
attributes of all Cloud services that are
Service (SaaS) attributes:
to be created from different bundles. Application: SAP
OS: Windows Server 2003

•
CPU: 5.86 GHz
Service attributes are: Memory: 10 GB
Storage: 100 GB
Network Bandwidth: 1 Gbps
 CPU, memory, network bandwidth and Backup: 1 local and 1 remote
Location: ABC
storage capacity
Service (PaaS) attributes:
 Name and description of applications OS: Windows Server 2008
CPU: 2.93 GHz
and platform softwares Memory: 4 GB
Storage: 50 GB
Network Bandwidth: 1 Gbps
 VDC location from where resources are Backup: 1 local and 1 remote
Location: XYZ
to be allocated
Service (IaaS) attributes:
 Backup policy CPU: 5.86 GHz
Memory: 10 GB

• Service attributes are associated with Storage: 80 GB

Network Bandwidth: 1 Gbps
Backup: 1 local and 1 remote
VMs Location: ABC

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 14
Unified Management Software (contd.)
1 2 3 4
Distributing Resources:
• It is a process of creating service Service Instances

instances and allocating resources

from bundles to service instances,
when consumers request services
• To create a service instance, VMs are
constructed and integrated with
virtual network (VLAN) and virtual Application and Platform software
volume (virtual disk) Compute Pool

• Service instances get resources Storage Pool

based on predefined service Network Pool

attributes Bundle A

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 15
 User Access Management
User Access Management Software
Unified Management

• Provides a Web based user interface to consumers Virtual Infrastructure

 Allows consumers to request Cloud services Management

• Interacts with unified management software and forwards all

service requests
• Allows an administrator to create and publish service
catalogue
 Service catalogue: A structured document with information
about all Cloud services available for consumers
• Authenticates consumers before fulfilling their service
requests
• Monitors allocation or usage of resources associated with
each Cloud service instance
 Generates chargeback report, visible to consumers

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 16
 Module 9: Cloud Infrastructure and
Management

Lesson 2: Cloud Service Management

Topics covered in this lesson:
• Overview of Cloud service management
• Processes in Cloud service management
• Automation of service management processes

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 17
Overview of Cloud Service Management
Cloud Service Management

It is a set of processes that enable and optimize Cloud services in order to

satisfy business requirements and provide value to consumers.

• Service management processes align delivery of Cloud services:

 To an organization’s business objectives
 To the expectation of Cloud service consumers
• The requirement is to understand objectives and activities in
each service management process
 An organization with the best service creation tools, but poor
service management processes, often fails to deliver services of
required quality and meet business objectives

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 18
Processes in Cloud Service Management
• Service asset and configuration management
• Capacity management
• Performance management
• Incident management
• Problem management
• Availability management
• Service catalogue management
• Financial management
• Compliance management

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 19
Service Asset and Configuration Management

The goal of the Service Asset and Configuration Management is to maintain

information on “Configuration Items (CIs)” (which include attributes of Cloud
services and Cloud infrastructure resources) and their relationship.

• Maintains information on attributes of Cloud infrastructure

resources
 For example: CI name, manufacturer name, serial number, version
• Keeps information on used and available capacity of CIs and any
issues linked to CIs
• Maintains information on inter-relationships among CIs, for
example: a service to its consumer, a VM to a service
 Helps identifying root cause of the problem and assessing the
impact of any change in the relationship

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 20
Service Asset and Configuration Management
(contd.)
• Maintains information about CIs in one or more federated
databases called Configuration Management Database (CMDB)
 CMDB is used by all Cloud service management processes
 To handle problems and changes in Cloud infrastructure and services
• Updates CMDB when new CIs are deployed or when attributes of
CIs change
• Checks veracity of information about CIs periodically
 To ensure that the information in CMDB is a representation of the
CIs used to provide Cloud services

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 21
Capacity Management

The goal of Capacity Management is to ensure that a Cloud infrastructure is

able to meet the required capacity demands for Cloud services in a cost
effective and timely manner.

• Monitors and analyzes utilization of Cloud infrastructure resources

 Identifies over utilized, underutilized, and unutilized resources
• Optimizes utilization of IT resources
 Adds capacity or reclaims excess capacity to/from VMs based on utilization
of VMs
• Analyzes capacity consumption trends and plans for future capacity
requirements
 Forecasts timing of potential capacity shortfalls
 Plans for procurement and provisioning of capacity when needed

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 22
Performance Management

The goal of Performance Management is to monitor, measure, analyze, and

improve the performance of Cloud infrastructure and services.

• Monitors and measures performance of Cloud infrastructure resources

and services
• Analyzes performance statistics, and identifies resources and services
that are performing below the expected level
• Implements changes in resource configuration to improve performance
of the resources and consequently Cloud services
• Determines the required capacity of Cloud infrastructure resources and
services to meet the expected performance level
 Works with capacity management to implement capacity changes

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 23
Incident Management

The goal of Incident Management is to return Cloud services to consumers

as quickly as possible when unplanned events, called “Incidents”, cause
interruption to services or degrade service qualities.

• Prioritizes incidents based on their severity

• Corrects errors or failures to bring back Cloud services within targeted
timeframe
• Documents incident history that includes incident detection to
resolution information
 Used as input for “Problem Management”
• Transfers error correction activity to “Problem Management”, if unable
to determine “root cause” of an incident
 Provides temporary solutions to return Cloud services, for example,
migrating a service to another resource pool in same or different VDC

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 24
Incident Management (contd.)
• Involves multiple support groups to solve incidents
Support Group Description

• Single point of contact between Cloud service provider and consumers.

• Registers incidents and sets priority to incidents.
First level support group: • Undertakes corrective measures to restore a failed service.
Service Desk • Transfers incidents to Technical Support Group, if unable to solve the
incidents.
• Keeps consumers informed about incident status.

• Provides solution to incidents which can not be solved by first level

Second level support
support group.
group: Technical Support
• May request for incident resolution from hardware and software
Group
manufacturers

Third level support group:

• Provide solutions to incidents, if requested by second level support
Hardware and Software
group.
Manufacturers

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 25
Problem Management

The goal of Problem Management is to prevent incidents from exhibiting

the common symptom, called “Problem”, from happening, and to minimize
the adverse impact of the incidents that cannot be prevented.

• Identifies the root cause of a problem and initiates the most

appropriate solution for the problems
• Provides methods to reduce or eliminate the impact of a problem, if a
complete solution is not available
• Analyzes the incident history and identifies the impending service
failures
 Identifies and solves errors before a problem occurs
• Documents problem history that includes problem detection to
resolution information
 Provide opportunity to learn lesson for future problem handling

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 26
Availability Management

The goal of Availability Management is to design, implement, measure and

improve Cloud services, ensuring stated availability commitments are
consistently met.

• Designs and implements the procedures and technical features

required to fulfill stated availability of a service
 For example: clustering of servers and redundant network path
• Monitors and compares the stated availability and achieved
availability for a Cloud service
• Identifies areas where availability must be improved
 Requires to understand the reasons for a service failures
 Gets input from incident management and problem management

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 27
Service Catalogue Management

The goal of Service Catalogue Management is to ensure that a “Service

Catalogue” is created and maintained with accurate information on all the
available Cloud services.

• Ensures that the information in the service catalogue is accurate

and up-to-date
• Ensures clarity, completeness, and usefulness when describing
service offerings in the service catalogue
• Evaluates and upgrades service catalogue continually to include
new services and improvements in service offerings

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 28
Common Attributes of a Service in Service
Catalogue
Attribute Description
Service name • Enables consumers to easily understand what a service offering is, by
its name.
Description • Tells consumers what the service is and what value the service
provides.
• It should be clear, concise, and complete, and use simple and
appropriate language.
Features and • Provides a list of options for selection, such as a list of operating
Options systems for virtual desktop service.
• Provides technical description of each option, such as the software
version.
Service and • Describes quality of service such as performance, availability and
Support security.
Expectations • Describes technical support provided with a service; for example, a
technical support may be from Monday through Friday during normal
business hours or continuous (24x7) technical support.
Price • Provides price of service, including price list for different features and
options.
Provisioning • Provides a timeline for Cloud service provider to deliver service.
Timeframe

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 29
Financial Management

The goal of Financial Management is to manage the Cloud service

provider's budgeting, accounting, and charging requirements.

• Calculates cost (includes CAPEX, OPEX, Administration cost) for

providing a service
• Plans IT budget for Cloud infrastructure and operation
• Determines price (chargeback) for Cloud services and ensures
profitability
• Monitors and reports on allocation and utilization of resources by
consumers
 Chargeback based on resource usage by consumers

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 30
Financial Management contd.
• Financial management performs a sequence of activities to
enforce chargeback for Cloud services, such as:
Activity 1: Analyze and document all costs (CAPEX, OPEX, Administration) for
providing a Cloud service

Activity 2: Identify billable units such as MHz or GHz (compute power), Mb/second or
Gb/second (network bandwidth), MB or GB (storage space)

Activity 3: Define pricing strategy for each billable unit that will allow for recovery of
costs identified in Activity 1

Activity 4: Deploy tools to collect information on resource usage, record billing data,
and generate chargeback report per consumer.

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 31
Compliance Management

The goal of Compliance Management is to ensure that Cloud services,

service creation processes, and Cloud infrastructure resources comply with
policies and legal requirements.

• Fulfills compliance requirements Compliance Examples

while configuring Cloud Policies and regulations
infrastructure and provisioning • Configuration best practices
• Security rules
Cloud services • Infrastructure maintenance timeline
• Reviews compliance • Backup schedule
• Change control process
enforcement to identify and
External legal requirements (country
rectify any deviation from specific privacy laws)
compliance requirement • Location of consumer data
• Data retention period

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 32
Service Management Automation
• Several activities in Cloud service management may be
automated using service management tools
 Service management tools may be integrated with Cloud
infrastructure management and service creation tools
Automation examples Benefits
• Avoidance of human error
• CMDB population
• Automatic auditing
• Incident and problem creation
• Reduced time and effort to
• Analyzing and forecasting
manage services
capacity requirements
• Reduced administration and
• Chargeback
service cost
• Compliance enforcement
• Avoidance of non-
compliance penalties

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 33
Class Room Activity: Infrastructure Mapping with
Cloud Characteristics

Characteristics Classic Data Virtualized Data Cloud

Center Center Infrastructure

On-demand
self-service

Rapid elasticity
Resource
pooling
Measured
service
Broad network
access

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 34
 Module 9: Cloud Infrastructure and Management

Concept in Practice:
• Vblock
• EMC Ionix Unified Infrastructure Manager
• VMware vCloud Director
• VMware vCenter Chargeback
• VMware Service Manager

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 35
Vblock
• Integrated best-of-breed Cloud
infrastructure packages
• Includes industry-leading compute,
Applications
storage, network, and virtualization
products OS

 Delivered by Cisco, EMC and VMware Virtualization

• Enables transformation to VDC and
private Cloud Compute

• Pre-architected, pre-configured, pre-

Network
tested and ready to be deployed
Storage
 Saves significant cost and time to
deployment Vblock Infrastructure Packages

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 36
EMC Ionix Unified Infrastructure Manager
• Is a unified management solution for Vblocks
• Enables configuring Vblock resources and activating services
• Provides a dashboard showing Vblock infrastructure
configuration and resource utilization
 Helps to plan for capacity requirements
• Provides a topology view of Vblock infrastructure
 Enables locating interconnections of infrastructure components
• Provides an alerts console that lists alerts against adversely
affected resources and services
 Identifies services affected due to problems and root cause of the
problems
• Performs compliance check during resource configuration

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 37
VMware vCloud Director
• Helps in Cloud user access management
• Allows creating and publishing service offerings via a service
catalog
• Allows consumers to request for a service from service catalogue
through a Web-based user interface
• Authenticates consumer identities before empowering
consumers to request services

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 38
VMware Service Manager
• Is a service management tool that provides best practices for
Cloud services management
• Automates several service management activities, such as:
 CMDB population
 Incident creation
 Problem creation
• Enables cost calculation to provide Cloud services
• Allows creation and publishing of service catalog

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 39
VMware vCenter Chargeback
• Is a Cloud service management tool which enables
 Accurate cost measurement for providing services
 Reporting of resource usage
• Enables measurement of three different costs which may be
combined to formulate chargeback
 Fixed cost: Includes CAPEX, OPEX, and administration costs
 Allocation-based cost: Includes costs per VM such as the amount of
memory, CPU, or storage allocated or reserved for VM
 Utilization-based cost: Includes costs per VM based on actual usage
of resources
• Creates detailed reports on resources used and associated costs
• Formats report with header, footer, logo, and title, ensuring clear
understanding of chargeback

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 40
Module 9: Summary
• Cloud infrastructure components
• Cloud service creation processes
• Core service management processes

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 41
Check Your Knowledge
1. Which are the resources included in virtual infrastructure?
2. What is resource grading in Cloud service creation procedure?
3. What is resource bundling in Cloud service creation procedure?
4. Describe the role of user access management software.
5. Which service management process maintains information on
inter-relationships among configuration items?
6. Describe the two key activities in incident management.
7. What is the key objective of service catalogue management?
8. Describe the two key activities in financial management.
9. What are the benefits of service management automation?

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 42
 MODULE 9 QUIZ

Copyright © 2011 EMC Corporation. All Rights Reserved. Cloud Infrastructure and Management 43