Halim Cho, Director, Product Marketing

Cloud, Identity Bridges, and ITSM: Three is Not a Crowd

Covisint Overview

• Cloud platform enabling organizations with complex business relationships to streamline and automate external mission-critical business processes.

• Driven by the requirements for cloud computing and new models for organizations to engage with their customers, business partners and suppliers.

• Established leadership in the automotive and healthcare verticals – now expanding across multiple business segments.

• Robust platform-as-a-service (PaaS) solution proven with large scale industry deployments.

• Differentiated technologies in cloud-based identity management, integration and presentation.

“Covisint has been a visionary in leveraging the Cloud”

“Covisint is a Cloud Computing Pioneer”

“In a league of their own with no direct competitors”

Covisint Evolution

2011 2010 2009 2008 2007 2006 2005 2004 2003 2002 2001

Compuware acquires Covisint

Deploys platform in healthcare industry

2000

BORN: $500M investment in core platform CONSORTIUM: GM, Ford, Chrysler, Nissan, Renault and Peugeot

Adds APAC Office: Shanghai, China

Deploys platform in oil & gas industry

Deploys platform across global automotive supply chain – largest B2B exchange in world

Platform positioned strategically to capitalize on cloud computing surge

Continual investment in core platform – enhancing IDM capabilities, and implementing mobile and analytic technologies – continuous modernization of platform

2012

BORN OF THE BUBBLE LEADER IN THE CLOUD

2013

Over 13 Years of Innovation and Investment

Topics

• The challenges ITSM is currently facing due to the rapid adoption of cloud-based services.

• Why Hybrid Cloud will be with us for the foreseeable future.

• What technologies Identity Bridges must have to aid the transition of ITSM to the Hybrid future.

Challenges

Factors shaping IDaaS and cloud

Changes in financial models

Changes in business models

Changes in technology

Changes in IT roles

Changes in the workforce Changes in society

Changes in operations

IAM and Cloud

Principal factors

Changes in technology

Changes in business models

Changes in workforce

Change in ITSM

What is ITSM?

Five different lifecycles ranging from real time to multiple years

Service Operation

Service Transition

Continual Improvement

Service Strategy Service Design

Changes in business models

Technology integration drives new business models.

MOBILE MANUFACTURING HEALTH INSURANCE

NFC payments Square

Manufacturing as a service

Pricing based on behavior

Changes in technology

2005 2010 2013 2014 2020 2015 2011 2012

350M ENTERPRISE USERS IN MOBILE CLOUD3

8.7B Internet connected devices2

Revised to 12.5B in 20134

50B “Things” connected to the Internet4

Human kind creates 150 exabytes of data1

150M ENTERPRISE USERS IN MOBILE CLOUD3

1) “The data deluge: Businesses, governments and society are only starting to tap its vast potential,” The Economist, Feb. 25, 2010. http://www.economist.com/node/15579717

2) Cisco, “The Internet of Things: How the Next Evolution of the Internet is Changing Everything” 2011-04 3) Juniper Research, “Mobile Security ~ Safe and Secure Devices” 2012-08-06 4) Cisco, “The Internet of Things” http://share.cisco.com/internet-of-things.html 2013-07-01

Changes in workforce

• Social media and consumerization of IT. – Instant connections to customers, partners & employees. – End users select technology for business-critical devices.

• Everything as a service.

The Cloud

Cloud brings gray skies

• Despite the advantages of going to Cloud applications and platforms, there are some disadvantages in that some changes must take place: • Capacity Management.

• How are costs calculated? • Change Management process.

• Does the CSP need to include customers? • Support.

• Will this be transparent to your customer or will you be leveraging a cloud based service for Level 1?

• What changes for your Level1 support model? • Do their contact points change? • Do they have access to any new tools? • How will they escalate?

• Security Management. • How will the cloud impact your process of command and control.

• Notification. • Event correlation. • Tracking.

Touch points

Operational SLA’s

Operations

Technology Value

Financial Measures

Liability

Event/Incident Management

CLOUD SERVICE

Technology Innovation

Implementation /Adoption

Operational Integration

Managing Security

IT

CUSTOMER

CIO

LEGAL

CFO

Governance

Procurement

ITSM

Non-ITSM

Why Hybrid cloud?

Cloud is a driver of IT transformation

Focus on transformation

(As-Is) Current state

Focus on Optimization (do better what we do)

STRATEGIC DIMENSION

TACTICAL DIMENSION

AUTOMATION

CONSOLIDATE

MODULARIZE

STANDARDIZE

Bringing it together • Efficiency • Quality • Speed

SERVICE TRANSFORMATION (increase flexibility, ability to adapt)

(TO-BE) FUTURE STATE

SIMPLIFY

Enterprise IT was provider of services

CUSTOMERS MOBILE COLLABORATION NEW BUSINESS MODELS

ENTERPRISE IT CUSTOMERS

EMPLOYEES

BUSINESS PARTNERS

SUPPLIERS

APPLICATIONS

DATA

Enterprise IT is now a broker of services

THE EXTENDED ENTERPRISE

CUSTOMERS MOBILE CUSTOMER INTIMACY NEW BUSINESS MODELS

CUSTOMERS

EMPLOYEES

BUSINESS PARTNERS

SUPPLIERS

APPLICATIONS DATA

NIST definition of SaaS

“The capability provided to the consumer is to use the provider’s applications running on a cloud infrastructure. The applications are accessible from various client devices through a thin client interface such as a web browser (e.g., web-based email). The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, storage, or even individual application capabilities… with the possible exception of limited user-specific application configuration settings.”

Traditional Public/Private or Hybrid

Enterprise Data Centers

Enterprise #1 Traditional IT & Public Cloud

BO/HO

EXTERNAL

Public Cloud

SaaS Engines

Virtualized Apps SAP cluster Hosted UC Virtual Desktop

INTERNAL Hybrid Cloud

Extending Private Resources

#1

SaaS Access

Leasing Public Resources

#3

Virtual Private Cloud

#3 #3

Private Cloud

#2

Enterprise #2 Private Cloud

Enterprise #3 Hybrid Cloud

Cloud Aware Network

BO/HO Enterprise VPN

BO/HO Enterprise VPN

The issues involved

• Control. – Compliance. – Privacy.

• Planning. – Cannot use traditional “Build what I design” approach.

• Predictability. – Newness of Cloud prevents clarity of demand and

consumption, which is a limiter of adoption due to financial unpredictability.

• Portability. – Data portability. – SLAs and vendor lock-in.

100% Cloud is not feasible, for now…

• Enterprises are going to keep their “systems of record” within their four walls (either virtual or physical).

• The authoritative sources of critical or private information can reside in the cloud for maximum extensibility to other SaaS or cloud services.

Hybrid concept

SaaS

PaaS

IaaS

XaaS

DATA

ENTERPRISE IT CLOUD SERVICES

Identity Bridges

What is this?

• An on-premises physical or virtual appliance • Enables users, applications and identity services across

the hybrid cloud • Can be unidirectional or bidirectional:

– To the cloud (outbound) – From the cloud (inbound)

- Mark Diodati, “Identity Bridges: Uniting Users and Applications Across the Hybrid Cloud” 2012-06-22

Some additional qualities

• Externalization of enterprise IDs. • Externalization of authorization. • Open standards.

– Communication to the cloud should be non-proprietary. • Extensible.

– Should be able to support multiple standards easily. – Should be able to bind to multiple types of user registries

and sources of authorization. • Should provide open API interfaces for integration with

on-premise ITSM tools.

Why these qualities?

• Externalization of enterprise IDs. – This makes SaaS more consumable since IDaaS becomes

the Cloud user registry.

Why these qualities?

• Externalization of authorization. – This externalizes enterprise authorization decisions and

allows reduction of risk in ITIL service management terms.

Why these qualities?

• Open standards. – Communication to the cloud should be non-proprietary.

• This ensures Cloud portability to facilitate risk reduction in terms of SLA management.

Why these qualities?

• Extensible. – Should be able to support multiple standards easily

• No one has a crystal ball so any standard, may or may not gain traction.

– Should be able to bind to multiple types of user registries and sources of authorization.

• Your ITSM planning may determine that user provisioning is not going to occur from Active Directory, but another user kind of user registry.

Why these qualities?

• Should provide open API interfaces for integration with on-premise ITSM tools. – The Identity Bridge is a bridge for ITSM processes and

your on-premise ITSM tools need somewhere to integrate with the Cloud service.

– Open APIs can also be used for performance and SLA monitoring of the IDaaS.

– This is particularly true if your IDaaS is the hub for your SaaS management strategy.

Identity Bridges and ITIL service strategy

• Portfolio Management. – IDaaS is key to adoption of SaaS since it provides for

Security management in terms of externalizing authorization and enterprise identity.

– IDaaS with an Identity Bridge becomes the common central repository during the Hybrid phase of cloud adoption, which paves the way for full Cloud adoption.

Identity Bridges and ITIL service strategy

• Demand Management. – Identity Bridges ensure that enterprise ID counts and cloud

ID counts are in lock step. – Prevents orphan accounts from running up the bill. – IDaaS, and hence other SaaS apps, become the “relying

party” of enterprise ITSM practices.

Identity Bridges and ITIL service strategy

• Financial Management. – Identity Bridges, as part of an intelligent IDaaS

implementation, provides an external hub for integration and adoption of other Cloud services.

– Reduces costs by removing an external service delivery agent for each additional Cloud service.

NIST definition of Hybrid cloud

“The cloud infrastructure is a composition of two or more clouds (private, community, or public) that remain unique entities… but are bound together by standardized or proprietary technology… that enables data and application portability (e.g., cloud bursting for load-balancing between clouds).”

“bound together…”

• Allows Enterprise IT to extend control to the SaaS model.

• Allows Enterprise IT to centrally manage SLAs to provision users (internal or external) to on-prem and SaaS services.

• Aids in moving Enterprise IT to transition to a service-centric, next-generation model of service management.

• Moves to extend service request lifecycle to include SaaS services.

• Helps Enterprise IT mature service operations in terms of optimum usage of available resources and services.

Hybrid concept with Identity Bridge

SaaS

PaaS

IaaS

XaaS

DATA

ENTERPRISE IT CLOUD SERVICES

ID BRIDGE

Questions?