Breakiing Down IT Silos

Version: 2008.05.01cVersion: 2008.05.01c

I N F O R M A T I O N T E C H N O L O G Y S E R V I C E S

Breaking Down IT SilosBreaking Down IT Silos

K P M G LLP

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Key TakeawaysKey Takeaways

Environmental attributesEnvironmental attributes

Increasing business Increasing business demandsdemands

Introduce greater Introduce greater complexity & opennesscomplexity & openness

Technology can provide Technology can provide advantagesadvantages

Issue resolution more Issue resolution more complicatedcomplicated

Greater cross functional Greater cross functional dependenciesdependencies

Success enablersSuccess enablers

Ensure Ensure ““governancegovernance”” for for proper support proper support

Incorporate process Incorporate process updates into prepupdates into prep

Use tools to assistUse tools to assist

Execute against the planExecute against the plan

DonDon’’t forget your peoplet forget your people

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The Challenge is Growing ExponentiallyThe Challenge is Growing Exponentially

Key developmentsKey developments

Growth of mobilityGrowth of mobility

Extension of the enterpriseExtension of the enterprise

Business expectations for instant gratificationBusiness expectations for instant gratification

Are leading us toAre leading us to

Unified CommunicationsUnified Communications

Federated connectivityFederated connectivity

Automated Provisioning of end to end serviceAutomated Provisioning of end to end service

ResultsResults

““On DemandOn Demand”” services and connectivityservices and connectivity

Significant Significant ““non employeenon employee”” accessaccess

More groups brought into “cross disciplinary” efforts

With resources pushed beyond their comfort zone

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Existing SilosExisting Silos

Focused on individual, group or enterprise goals?Focused on individual, group or enterprise goals?

Services and support agreements clearly defined?Services and support agreements clearly defined?

Tied into legacy technologies and processes?Tied into legacy technologies and processes?

Understanding of other disciplines?Understanding of other disciplines?

Operating with blinders on?Operating with blinders on?

Open to learning new technologies and techniques?Open to learning new technologies and techniques?

““Who moved my cheese?Who moved my cheese?””

Entrenched operational models

can be difficult to overcome

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IP Telephony Challenge – Silo Poster ChildIP Telephony Challenge – Silo Poster Child

Traditionally separate networks and organizationsTraditionally separate networks and organizations

Different cultures, technologies, skill setsDifferent cultures, technologies, skill sets

Organizations have NOT traditionally worked togetherOrganizations have NOT traditionally worked together

Must now cooperate for end to end serviceMust now cooperate for end to end service

Impacts both provisioning and supportImpacts both provisioning and support

Generates need for:Generates need for:

Definition of more granular servicesDefinition of more granular services

Agreement on Service LevelsAgreement on Service Levels

Next Generation IP Communication deployments Next Generation IP Communication deployments

become even more complexbecome even more complex

Increasing #Increasing #’’s of groups and applications incorporateds of groups and applications incorporated

Other technologies will challenge us as well…

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802.1X Wired – End to End Security802.1X Wired – End to End Security

Access controlAccess control

Secure network via Directory Services authentication Secure network via Directory Services authentication

Nontraditional groups must work togetherNontraditional groups must work together

Client Client –– Network Network –– Directory Directory SvcsSvcs interaction challenges interaction challenges

traditional boundaries, roles & responsibilitiestraditional boundaries, roles & responsibilities

Generates need for:Generates need for:

Definition of more granular servicesDefinition of more granular services

Agreement on Service LevelsAgreement on Service Levels

Service failure has broad ramifications

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802.1X Wired – End to End Security802.1X Wired – End to End Security

Need for definition of more granular services

Need for agreement on Service Levels

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What to do?What to do?

Problems can seem insurmountableProblems can seem insurmountable

But inaction is not the answer!But inaction is not the answer!

Three pronged attack to address the issueThree pronged attack to address the issue

PeoplePeople

PlanPlan

ProcessProcess

Change required to reach the

Potential of new developments?

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ProcessProcess

Follow Follow ““GovernanceGovernance”” structurestructure

Ensure commitments to full effort including supportEnsure commitments to full effort including support

Establish Establish ““feedbackfeedback”” looploop

Define services and support levelsDefine services and support levels

Does Does ““Service ManagementService Management”” become mandatory?become mandatory?

Can Enterprise Standards be enforced?Can Enterprise Standards be enforced?

ITIL/ITSM or similar structures can provide frameworkITIL/ITSM or similar structures can provide framework

Can automation facilitate success? Potential forCan automation facilitate success? Potential for……

Improving qualityImproving quality

Eliminating manual interventionEliminating manual intervention

Reducing organizational conflictsReducing organizational conflicts

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Plan – Define Criteria for SuccessPlan – Define Criteria for Success

Customer satisfactionCustomer satisfaction

Business Units & End UsersBusiness Units & End Users

Realization of business and operational benefitsRealization of business and operational benefits

Increased revenuesIncreased revenues

Cost savingsCost savings

QualityQuality

Reduced time to provision/repairReduced time to provision/repair

Improved securityImproved security

Develop metrics to demonstrate progressDevelop metrics to demonstrate progress

Communicate aboveCommunicate above

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Plan – Create Robust Support ModelPlan – Create Robust Support Model

Include Operational PerspectiveInclude Operational Perspective

Incorporate Services and Support AgreementsIncorporate Services and Support Agreements

Define Roles and ResponsibilitiesDefine Roles and Responsibilities

Use tools to facilitate creation of modelUse tools to facilitate creation of model

Use cases to define support scenariosUse cases to define support scenarios

RACI diagrams to delineate task ownershipRACI diagrams to delineate task ownership

Obtain signoff on both criteria and model!

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RACI ExampleRACI Example

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PeoplePeople

Can people work in cross disciplinary teams?Can people work in cross disciplinary teams?

Can resources learn new skills?Can resources learn new skills?

Do individuals feel Do individuals feel ““threatenedthreatened””??

Not a Not a ““linearlinear”” exercise exercise

Emotions and Politics can play major rolesEmotions and Politics can play major roles

Support for the transition? ApproachesSupport for the transition? Approaches……

TrainingTraining

Team buildingTeam building

MentoringMentoring

Job Rotations and ShadowsJob Rotations and Shadows

Clearly defined objectives with criteria for successClearly defined objectives with criteria for success

Technologists need structure!

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ConclusionConclusion

Issues can sometimes seem insurmountableIssues can sometimes seem insurmountable

But the business benefits are too great to ignoreBut the business benefits are too great to ignore

Challenges can be overcome withChallenges can be overcome with

LeadershipLeadership

Open mindsOpen minds

ProPro--active planning andactive planning and

Strong executionStrong execution

Can you be a “silo-breaker” in your organization?

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PresenterPresenter’’s contact detailss contact details

Peter J HughesPeter J Hughes

KPMG LLPKPMG LLP

(201) 505(201) 505--60846084

[email protected]@kpmg.com

http://www.kpmg.comhttp://www.kpmg.com

The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavor to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation.

©2005 KPMG LLP, the U.S. member firm of KPMG International, a Swiss cooperative. All rights reserved.

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BackgroundBackground

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PremisePremise

IT comprises technology and process silosIT comprises technology and process silos

Technology developments and market forces can Technology developments and market forces can

outpace organizational structuresoutpace organizational structures

Techniques can be used to successfully break down Techniques can be used to successfully break down

these silosthese silos

Can you be a silo-breaker in your organization?

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Impactful Events - ExamplesImpactful Events - Examples

Technology shiftsTechnology shifts

IP Telephony causes voice and network operations IP Telephony causes voice and network operations

to combineto combine

Metro Ethernet requires LAN and WAN groups to Metro Ethernet requires LAN and WAN groups to

mergemerge

MultiMulti--function devices drive the need for changefunction devices drive the need for change

E.g., VPN/Remote Access/Firewalls and Internet GatewaysE.g., VPN/Remote Access/Firewalls and Internet Gateways

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Impactful Events – Examples (cont’d)Impactful Events – Examples (cont’d)

Increasing business requirementsIncreasing business requirements

Improving application performance requires network Improving application performance requires network

and security operations to work closely togetherand security operations to work closely together

Faster time to market Faster time to market -- cross disciplinary efforts needed cross disciplinary efforts needed

to facilitate rapid deploymentsto facilitate rapid deployments

802.1X troubleshooting and support requires integrated 802.1X troubleshooting and support requires integrated

testing across multiple infrastructure teamstesting across multiple infrastructure teams

Change required to reach

the potential of these developments

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IP Telephony Challenge – Silo Poster ChildIP Telephony Challenge – Silo Poster Child

Traditionally separate networks and organizationsTraditionally separate networks and organizations

Different cultures, technologies, skill setsDifferent cultures, technologies, skill sets

Organizations have NOT traditionally worked togetherOrganizations have NOT traditionally worked together

Must now cooperate for end to end service provisioning Must now cooperate for end to end service provisioning

and supportand support

Generates need for:Generates need for:

Definition of more granular servicesDefinition of more granular services

Agreement on Service LevelsAgreement on Service Levels

Next Generation IP Communication deployments Next Generation IP Communication deployments

become even more complexbecome even more complex

Increasing #Increasing #’’s of groups and applications incorporateds of groups and applications incorporated

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IP Telephony Challenge – Traditional VoiceIP Telephony Challenge – Traditional Voice

Historical End to End Service Levels Understood

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IP Telephony Challenge – VoIP EnvironmentIP Telephony Challenge – VoIP Environment

IDC

Need for definition of more granular services

Need for agreement on Service Levels

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RACI ExamplesRACI Examples

Application Performance TestingApplication Performance Testing

Application Intake ProcessApplication Intake Process

Network Storage MaintenanceNetwork Storage Maintenance

App Performance Testing

App Intake Process

Network Storage Support

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A Brief 802.1X Wired TutorialA Brief 802.1X Wired Tutorial

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What is 802.1X?What is 802.1X?

An IEEE 802.1X standardAn IEEE 802.1X standard

An access control and authentication protocol An access control and authentication protocol

Restricts unauthorized clients/machines from Restricts unauthorized clients/machines from

connecting to LAN switch portsconnecting to LAN switch ports

Authentication servers verify each client/machine that Authentication servers verify each client/machine that

connects to a switch port before providing it access connects to a switch port before providing it access LAN Switch

“Authenticator”

Laptop

“Supplicant”

RADIUS

“Authentication

Server”

Directory

Services

802.1X RADIUS

EAP

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Technology Definition - SupplicantTechnology Definition - Supplicant

The host or client The host or client -- must be running 802.1X compliant must be running 802.1X compliant

softwaresoftware

The supplicant/client requests access to the LAN and The supplicant/client requests access to the LAN and

can respond to requests from the switch (or can respond to requests from the switch (or

authenticator)authenticator)

LAN Switch

“Authenticator”

Laptop

“Supplicant”

RADIUS

“Authentication

Server”

Directory

Services

802.1X RADIUS

EAP

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Technology Definition - AuthenticatorTechnology Definition - Authenticator

LAN switch LAN switch -- speaks the 802.1X language on behalf of speaks the 802.1X language on behalf of

the client with the backend authentication serverthe client with the backend authentication server

The client will send EAPOL frames to the switch who The client will send EAPOL frames to the switch who

will in turn encapsulate EAP into a Radius frame and will in turn encapsulate EAP into a Radius frame and

will send off to the authentication server.will send off to the authentication server.LAN Switch

“Authenticator”

Laptop

“Supplicant”

RADIUS

“Authentication

Server”

Directory

Services

802.1X RADIUS

EAP

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Technology Definition - Authentication ServerTechnology Definition - Authentication Server

RADIUS device - performs the actual authentication of

the client

The authentication server validates the identity of the

client and informs the authenticator (LAN switch),

which allows the client access to the switch

Authentication server accesses Directory ServicesLAN Switch

“Authenticator”

Laptop

“Supplicant”

RADIUS

“Authentication

Server”

Directory

Services

802.1X RADIUS

EAP

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GlossaryGlossary

802.1X 802.1X –– Industry (IEEE) standard, protocol for access control and autheIndustry (IEEE) standard, protocol for access control and authenticationntication

ACS ACS –– Access Control ServerAccess Control Server

Authenticator Authenticator –– aka LAN switchaka LAN switch

Authentication Server Authentication Server –– aka RADIUS deviceaka RADIUS device

DHCP DHCP –– Dynamic Host Configuration ProtocolDynamic Host Configuration Protocol

DNS DNS –– Domain Name SystemDomain Name System

DR DR –– Disaster RecoveryDisaster Recovery

EAP EAP –– Extensible Authentication ProtocolExtensible Authentication Protocol

EAPOL EAPOL –– EAP over LANEAP over LAN

IEEE IEEE –– Institute of Electrical and Electronics EngineersInstitute of Electrical and Electronics Engineers

LAN LAN –– Local Area NetworkLocal Area Network

NAC NAC –– Network Access/Admission ControlNetwork Access/Admission Control

RADIUS RADIUS –– Remote Authentication DialRemote Authentication Dial--In User ServiceIn User Service

Supplicant Supplicant –– 802.1X compliant client software component802.1X compliant client software component

VLAN VLAN –– Virtual Local Area NetworkVirtual Local Area Network

WINS WINS –– Windows Internet Name ServiceWindows Internet Name Service