Transcript of a BriefingsDirect podcast on how to achieve better systems management in cloud and virtualized environments.

1. Travel Giant TUI Group Leverages Virtualization Tools to Get
a Handle on Cutting Time to Troubleshooting IT Issues
Transcript of a BriefingsDirect podcast on how to achieve better systems management in cloud
and virtualized environments.
Listen to the podcast. Find it on iTunes/iPod. Sponsor: VMware
Dana Gardner: Hi. This is Dana Gardner, Principal Analyst at Interarbor Solutions, and you’re
listening to BriefingsDirect.
Today, we present a sponsored podcast discussion on how global travel and
tourism giant TUI Group IT organization TUI InfoTec has come to grips with
managing IT operations better, especially in mixed environments like hybrid
clouds.
The critical need to better identify performance issues and outages prompted
TUI InfoTec to find ways to cut time to troubleshooting. We’ll hear about their efforts and how
they’ve resulted in a 50 percent reduction in the time needed to identify the causes of such
problems. [Disclosure: VMware is a sponsor of BriefingsDirect podcasts.]
Here to tell us about better systems management in heterogeneous cloud environments and in
virtualized environments is Christian Rudolph, Infrastructure Architect at TUI InfoTec in
Hanover, Germany. Welcome to the show, Christian.
Christian Rudolph: Hi, Dana. Thank you.
Gardner: Tell me a little bit about TUI, and TUI InfoTec. I know you’re very big in Germany,
but we have readers and listeners from around the world. Tell us a little bit about your travel and
tourism company?
Rudolph: TUI InfoTec is an external IT provider for the TUI AG Group. The TUI AG Group is a
European leading company in travel and tourism. They're very large in Germany, in the UK, and
also in other European countries. They’re not presently doing a lot of business
in the US.
We started as an internal IT organization from TUI Germany, and moved in
2006 to an external service provider for the TUI AG and other companies.
We're a joint venture company with Sonata Software Ltd., which holds about 50
percent of the company. We're responsible for all the business-critical IT for
TUI AG group like the booking systems, the access planning system, and all the
other systems related to the business of the TUI AG group.
Gardner: So many mission-critical applications and systems involved here.

2. Rudolph: Yes, that’s correct. If it comes to an outage of the IT systems we lose a lot of money.
So we have to take care that everything is working and running in the infrastructure.
Gardner: To what degree are you into virtualization? Are you highly virtualized in many apps or
in certain apps? How is your landscape for virtualization currently?
Rudolph: We started with a small proof of concept in a Windows environment and we're now up
to having 60 percent of our infrastructures virtualized. With most of the important systems, like
our booking system. Nearly everything in this infrastructure is now virtualized.
60 percent Windows
We’re 60 percent in the Windows environment, and 20 percent in the UNIX environment,
which is virtualized, and we're currently planning to go further -- to 80 percent virtualization in
the total landscape. That's our current state, and we’ve driven more
and more to a virtualized infrastructure for all the mission-critical
systems.
Gardner: Are you taking that next step to private cloud, having that
fuller benefit of a fabric approach to infrastructure? Have you gone a significant amount in that
direction as well?
Rudolph: We’re currently thinking about planning our private cloud for our development team.
We're also starting to take a look at how, from a cost perspective, we can do the best for our
customers. Maybe we can include peak trading for some of the systems. We have a great opening
for producing catalogs for the customer, so that they're able to connect our internal cloud over to
external clouds and have the hybrid clouds then in place.
Gardner: So an important aspect of being able to move in that direction is to have great
management and insights. Tell us a little bit about how you approached this issue. What did you
need to accomplish in order to have a higher degree of success, when it comes to troubleshooting
and remediation around IT issues?
Rudolph: We're a very silo-based environment. So we have dedicated network storage and a
server team responsible for resolving issues in our infrastructure. What we've seen in the past
were a lot of problems in getting the people together. Everybody had different management tools
from the different vendors and nobody had an over-all view about the infrastructure.
This is where we evaluated vCenter Operations to get an over-all overview about our
infrastructure and to get a deep dive into our infrastructure to take a look at how can we solve
problems faster and how this could help us in the normal process.
Gardner: What did you do? What was your path to solving these issues?

3. Rudolph: Normally when we have performance issues, our responsibilities are not very clear --
this is a server problem, a network problem, an OS system problem, or this is only the end-user
who has a problem. He feels that the application isn't fast enough. In the past, we had a large
problem getting information all together.
Now we have vCenter Operations on a single pane of glass that can roll down to the storage
network and also the infrastructure CPU memory resources to have a clear overview of what
could be the first root cause of an issue or performance for the end user. We've tried to figure out
how can we bring it better together, and for us vCenter Operations, it’s a single pane of glass.
Gardner: Which version of vCenter Operations or what other VMware products have you been
using in order to provide this singular but comprehensive view?
Rudolph: We currently use the vCenter Operations 1.0 Standard version, but we're in the beta
program currently for 5.0. It's a new version, which comes out next year with vCenter Operations
5.0. These version give us the ability to do capacity planning and also performance analysis in
one view so that we can adapt the things we have discovered in normal business hours for the
system and also to do capacity planning for the future.
Gardner: Okay. How has that beta worked out? Are some of these features something that you
think will be of value to you?
A good overview
Rudolph: We have two or three good cases there. This has really helped us in the normal
business. We've been running with the beta for two months and what we've detected is that we
have a good overview, because we have some multi-vCenter environments. We have, in total,
three productive vCenters and we need to discover all of them. We had a problem, because we
can't use Linked Mode for the vCenters. We had no central view for all the systems to get a
performance overview of the system.
And there is a second step. We didn't have the capacity in the same view. So we weren't able to
do capacity planning, until we manually got all the information from the different vCenters to
have a consolidated planning view. For us, this is one of the most important things that we can do
for planning in one place for all our vCenters and also know how many capacity hours are left
for new machines. So we increased our time to deliver a virtual machine (VM).
Gardner: So having gained better insight and experimenting with even more and improved
features and functions, perhaps you could share with us some of the pay-offs. What have you
gained? What has this better IT visibility in operations and remediation brought to you in
technical and in business terms?

4. Rudolph: The process is very easy, because we've seen that we reduced the time until we can
deliver our root cause for our known problem by nearly 50 percent. We reduced the time for
doing that, and this is also the best case for our customers -- that we can deliver faster solution
for a system problem.
The second thing we've seen is that we can see earlier information about how the system is
feeling? Through vCenter Operations and through the health status in the vC Ops we can see
how our end-users feel. We can detect some problems before they occur, and that’s the best use
case we can ever have.
Gardner: I see, you mentioned support. Are your folks that are providing internal support in
helpdesk for various users throughout your large company benefitting from this as well?
Rudolph: Our end-users have also benefited from the products, because when we detect
problems faster and can resolve them faster, they have also faster usage of the product. Because
it can detect problems before they occur, it can be proactive for the end-user. And when the end-
users don’t have any problems, it's good for our helpdesk.
Gardner: How about looking towards the future? We talked a little bit about your use of
improved operations, but will this become important when you move to more cloud, software-as-
a-service (SaaS), and/or mobile types of activities. How important is this proactive ability in
management as you innovate?
Rudolph: It's very important for us. We currently have the vCenter orchestration platform
implemented, and we're starting to deliver to the end-user a service portal. Where they can
request more-and-more VMs. When we didn’t have the products to monitor this system and we
come to great trouble. How can we else go further, maybe to a hybrid cloud environment, if we
can’t manage our private cloud like now with the vCenter Orchestrator and also with the vC Ops.
Gardner: Taking a step back and reviewing how things have gone, do you have any
recommendations or advice for other companies that might be pursuing higher levels of
virtualization and perhaps looking for similar reduction in meantime to solution for problems?
Two recommendations
Rudolph: I see two recommendations. Not many people know how powerful vCenter
Orchestration is. This is one powerful tool as an automatic way for deployment, for maintaining,
and also to do some other basic tasks in your virtual infrastructure. This is one important step for
us to go to a higher virtualization ratio, because it can be delivered faster to our end-users.
The second thing is really to take a look at vCenter Operations and definitely to the new version
that’s coming up. This really helps us to understand how my infrastructure is working. When I
don’t know that, I may have problem with one of my disks and I/O and this reflects back to one
VM especially. You have to know that, otherwise you don’t have recognition from the end-user

5. that virtualization is really working and that you can bring mission-critical systems to the virtual
infrastructure.
Gardner: So the success using these tools can really lead to a much broader strategic success in
the overall adoption of IT.
Rudolph: Yes, that’s correct.
Gardner: We’ve been talking about how global travel and tourism giant TUI Group’s internal
IT organization has come to grips with managing IT operations better especially as they approach
new environments like hybrid clouds.
I’d like to thank our guest. We’ve been here with Christian Rudolph. He is an Infrastructure
Architect in the TUI InfoTec Group in Hanover, thank you sir.
Rudolph: Thank you.
Gardner: This is Dana Gardner, Principal Analyst at Interarbor Solutions. Thanks also to our
audience for joining us, and come back next time.
Listen to the podcast. Find it on iTunes/iPod. Sponsor: VMware
Transcript of a BriefingsDirect podcast on how to achieve better systems management in cloud
and virtualized environments. Copyright Interarbor Solutions, LLC, 2005-2011. All rights
reserved.
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