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Why Modern Service Management?
More innovation quicker
Take advantage of (public) cloud scale and economics
Business agility and flexibility
Fast & predictable response to change, and zero downtime
Business demands …
Modern Service Management ©
A lens, intended to focus ITSM experts around the globe on the most
important outcomes that evolve our customers from legacy, traditional IT
models toward easier, more efficient, cost effective and agile service
structures
Microsoft ©
IT Department
Traditional Enterprise Modern Enterprise
IT as intermediaries for
service-strategy, design,
transition & operation
IT as partner
(Cloud Competency
Center, Setup
BizDevOps / Azure
Foundation)
IT as broker
(remaining IT functions
like procurement, billing,
compliance)
Developers & functional
application ownersBizDevOps teams
Business Unit
Service Consumer
Hosting/Cloud
Provider
Modern Service Management applied to IT’s position in the modern enterprise
DNA Intermediation Disintermediation
Service Delivery Wave Based Continuous-Iteration Based
Service Stability Design for Success (HA/Redundant) Design for Failure (Resilient)
Delegation Levels IT Silos End-to-End Services
Processes In Documents, Optimized, Redesigned Self Service, Knowledge, Low Friction,
Automated
Automation Isolated, Manually Initiated Systemic, Triggered, Automatic
Monitoring Element, Fault Focused Service, End-to-End-Capability Focused
Support Service Desk / Contact Center Customer Care / Self Service
Lifecycle N-1 or Older N, N+1
Configuration / Asset Management Discovered / Manual Configuration Prescribed, Declarative, Automated
Traditional IT Modern IT
Modern Service Management transformation
Burning House,
Burning Cash or
Burning
Something…
Engage Business, IT, Dev and
Operations togetherDevelop/Define Target end State
Transition People,
process and technology
to provide the outcome
Recognize that you have a tactical problem, yet a strategic opportunity
Establish Adoption & Change Management
(ACM) Cadence
Modernize Development / Operations & ITSM Tools
Evolve Development &
Deployment patterns
Identify, train & prepare
Identify/select monitoring & automation hooks in apps
Plan & Enable Automated Service Provisioning
Identify current process modifications and gaps
Implement changes to processes (always
reductive)Provide role
transition support
Transition workloads to operate “as a service”
Identify initial services/apps for
Azure
Modern Service Management Journey Map
Lack of collaboration between Dev and Ops teams and unclear accountabilities
IT Staff not Customer Obsessedlacking Service Provider perspective
Little to no awareness, knowledge, experience and readiness to manage and operate modern, cloud enabled services
High-service delivery lead time & over/ under provisioned resources
Highly integrated/interdependentinfrastructure with no end-to-endownership of a service
Configuration Drift due to deficiencies in ITSM process implementation & execution
#1 Recognize you have a problem (opportunity)
Establish the nature of the change
Explain the need for change
Identify risks of not changing
Identify benefits for stakeholders
A personal choice
A decision to engage and participate
Understanding how to change
Training on new processes and tools
Learning new skills
Demonstrated capability to implement the change
Achievement of the desired change in performance and behaviour
Actions that increase the likelihood that a change will be continued
Recognition and rewards that sustain the change
#2 Establish Adoption & Change Management (ACM)
Awareness Desire Knowledge Ability Reinforcement
Objective:
“I understand why…”
Objective:
“I have decided
to…”
Objective:
“I know how to…”
Objective:
“I am able to…”
Objective:
“I will continue
to…”
Application or Services
Serv
ice
Infr
ast
ruct
ure
Web sites Web sites Applications Email SharePoint Active
Directory
Virtual machines Virtual machines
NetworkStorageService busDatabaseDatabase Storage Network
v
Public cloud (Azure / AWS)Hypervisor (EsXi / hyper-v)
#3 Identify initial services/apps for the cloud
#4 Identify/upgrade modern Dev/Ops/ITSM tools
Service Lifecycle
Service
Strategy
Service
Design &
Build
Service
TransitionService Operations
(Improvement)Retirement
Service
Strategy
Service
Design &
Build
Service
TransitionService Operations
(Improvement)Retirement
Overlay the Microsoft DevOps approach over IT service management service lifecycle model
Use tools that easily integrate across the release pipeline and the service lifecycle
Create a complete end-to-end DevOps toolchain that incorporates design, development/build, test, production, and customer care
Develop
& TestIdea to working software
Implement Monitor
DefineIdeation
MeasureLearnings from production
OperateWorking software to
business outcomes
Author
Tester
Developer
Operator
Deployer
Value opportunities
Release Management
Team
#4 Identify/upgrade modern Dev/Ops/ITSM tools
Service Lifecycle
#5 Plan & enable automated service provisioning
Governance of defined manual processes
(Traditional)
Governance on fully automated processes
(Cloud)
Enable/SupportEnforce/Control
Controlled & central responsibility Freedom & delegated responsibility
#6 Evolve development & deployment patterns
Existing Recommended Practice
• Business Model
• Predefined Roles & Responsibilities
• Required Processes
• Governance recommendations
• Health model
• Daily Operations
Existing customer
process/organization
• Existing employees transition to new roles
• Training on the job for team
• Changing organization (governance & dependencies)
New Cloud Service &
Organization Operate as
Bimodal IT
Blueprint describing:
• Dedicated Organization
• Accountabilities for the new service
Different organization due to:
• New Roles & responsibilities
• New delegation / dependencies
Think Big Start Small
#9 Identify current process models and gaps
Existing Recommended Practice
• Business Model
• Predefined Roles & Responsibilities
• Required Processes
• Governance recommendations
• Health model
• Daily Operations
Existing customer
process/organization
• Existing employees transition to new roles
• Training on the job for team
• Changing organization (governance & dependencies)
New Cloud Service &
Organization Operate as
Bimodal IT
Blueprint describing:
• Dedicated Organization
• Accountabilities for the new service
Different organization due to:
• New Roles & responsibilities
• New delegation / dependencies
Think Big Start Small
#11 Implement changes to processes
Existing Recommended Practice
• Business Model
• Predefined Roles & Responsibilities
• Required Processes
• Governance recommendations
• Health model
• Daily Operations
Existing customer
process/organization
• Existing employees transition to new roles
• Training on the job for team
• Changing organization (governance & dependencies)
New Cloud Service &
Organization Operate as
Bimodal IT
Blueprint describing:
• Dedicated Organization
• Accountabilities for the new service
Different organization due to:
• New Roles & responsibilities
• New delegation / dependencies
Think Big Start Small
#12 Transition workloads to operate “as a service”
Resources for Modern Service Management
Modern Service Management Whitepaperhttps://azure.microsoft.com/en-us/resources/msm-for-azure/
Channel 9 Modern ServiceManagementhttps://channel9.msdn.com/blogs/Modern-Service-Management
Questions, Feedback
@mkathleenwilson
http://www.microsoft.com/en-us/microsoftservices/datacenter_services.aspx
For Microsoft Service Offerings for Cloud Operations visit
https://www.linkedin.com/in/mkwilson/