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

#7 Identify, train, prepare

#8 Identify/select monitoring & automation hooks

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

#10 Provide role transition support

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/