IBM Service Delivery Manager Accelerates service platform creation For customers and in-house data center users
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IBM Service Delivery Manager
Accelerates service platform creation
For customers and in-house data center users
by Paul Quigley
IBM Service Delivery Manager (ISDM) is a software appliance solution that brings together into an integrated platform, the capabilities of Tivoli Service Automation Manager, with advanced monitoring of virtual environments from Tivoli® Monitoring and Tivoli Monitoring for Virtual Servers, and with enterprise metering and cost accounting capabilities provided by Tivoli Usage and Accounting Manager.
ISDM helps service providers as well as internal IT departments deliver IT services in an efficient, standardized, and cost-effective way, achieving the benefits of a cloud delivery model. ISDM enables the data center to accelerate the creation of service platforms for a wide spectrum of workload types with a high degree of integration, flexibility and resource optimization with many core service management capabilities, such as, a self-service user interface.
This blog focuses on the Cloud Service Provider support in ISDM. Topics discussed include:
Cloud Service Providers provide cloud services to support multiple customers. The cloud services consist of service offerings that correspond to offerings in the Service Request Manager (SRM) offering catalog, such as Create project with VMware servers.
Access to the offerings is from the self-service user interface, based on the user’s role (security group), after they select a customer on whose behalf they want to work. There is a new pull-down list on the self-service UI where cloud administrators can the customer name.
The graphic below shows a Cloud Administrator who can provide services for four customers: CustomerA, CustomerB, CustomerC, and the default cloud customer, PMRDPCUST. If you are not exploiting the service provider support, you can use the default customer.
Cloud administrators can work on behalf of multiple customers. Cloud customer administrators, team administrators, and team users can work for one customer only. They are assigned to a single customer and can access only the resources and requests associated with their customer. Self-service users can be assigned to multiple teams, but all teams must be associated with the same customer.
When supporting multiple customers, the available resources can be shared by the customers. Types of resources that can be shared include cloud server pools, cloud network templates, cloud storage pools, master images, and software products.
As a cloud service provider, you should consider setting limits to prevent any single customer from consuming all of a given virtualized resource, such as memory, CPU, and disk. For example, suppose you are supporting two customers with a single storage pool of 100 GB shared by both customers (called A and B). You can define limits of 60 GB for customer A and 50 GB for customer B. Notice that the sum can be more than the total available resource. Limits simply prevent one customer from using all of the available resource.
A check is performed before any self-service request is issued, to verify the customer limit has not been reached or exceeded. The self-service user can also use the Check Resources button to verify the limit. If limit is reached, the request is not accepted, and the following message is displayed:
Customers, their associated resources, and limits are managed from the Cloud Customer Administration application in the administrator UI. The Cloud Customer Administration application provides an overview of the allocated resources for a specific customer; organized in multiple tabs that show the resources, requests, limits, and reservations for the selected customer.
Resources, such as, software products, master images, and network templates are assigned to customers from the Cloud Customer Administration application.
The graphic below shows an example of the Cloud Customer Administration application for a selected customer. In this example, there are 3 software products already associated with the customer: Apache Web server, DB2 v9, and the IBM Tivoli Monitoring Agent 6.2.2.
The pop-up (in the foreground) displays a list of additional software products, such as the IBM HTTP server and Symantec Antivirus, that can be associated with the customer.
Software products and images can be associated with all customers. This is defined in the Software Product and Master Images applications in the administrator UI. Defining software products is discussed in a related blog, Using IBM Service Delivery Manager to Install Software in a Cloud.
The graphic below shows another example of the Cloud Customer Administration application for a selected customer. In this example, the Resources tab has been selected. This displays three projects (service deployment instances).
All three projects are active (status is operational). Details for the LFG03 project show one virtual server, vm192168080137, has been provisioned. You can drill down further to see how much CPU, memory, and disk were requested for the virtual server.
Click the Requests tab to view all service requests for the customer, TIVED1.
Click the Quotas and Limits tab to view limits defined for CPU, memory, and disk.
For more information about IBM Service Delivery Manager and Tivoli
Service Automation Manager, visit http
Paul Quigley is a Senior Technical Enablement Specialist with IBM Software Services for Tivoli with expertise in Tivoli Service Automation Manager, Tivoli Provisioning Manager and Smart Cloud Provisioning.