1. Envisioning: Service Provider Organization
Datacenter Operations

2. Goal Workshop
The goal of the workshop is to understand the importance of people & process for cloud solutions, what the impact is for the IT organization determining their current & future state for service delivery and service operations.
9/18/2018

3. Agenda
1. Principles & Concepts
Share cloud principles & concepts.
3. Datacenter Operations
Microsoft practices & guidelines for Service Provider organizations.
5. Service Description
Explaining the purpose and importance of a service description for the service delivery.
7. Delivery Framework. Explain the approach to setup the people & process part for a cloud Solution (also covered in the jumpstart)
2. Organizational Impact
The impact for an IT organization using cloud solutions.
4. Current & Current State. Identifying high-level the current state and future state on how to operate and deliver a (IaaS) cloud Solution.
6. Service Mapping
Explaining the purpose and importance of a service and create a predefined service map (based on IaaS)
8. Next Steps
Provides the customer with a high level advice what steps to take.
What does the cloud promise what are the principles and concepts for the cloud
9/18/2018

4. Principles & Concepts
9/18/2018

5. Impact Organization
Impact current Information Technology Service Management (ITSM) processes
New roles & skills sets
Separation of dependencies
Shift of Responsibilities & Accountabilities
Separation of dependencies
There is a clear separation between the infrastructure, platform and software layer within cloud models. The goal is that these layer have no dependencies with higher or lower layers. Each layer functions in depended on top of a lower layer as long as they act within the support conditions of that lower layer. In this way each layer can perform changes and perform life cycle management without impacting higher or lower levels.
Impact on current ITSM processes
The service Management processes are handled differently within a cloud organization. Because of the separation of layers each layer is their own in depend unit with potential their own ITSM processes. Changes between layers are only possible with standard changes in the form of service requests using a self-service portal or automated API. Processes within the each layer are always pro-active instead of re-active (except for the incident process), such as the capacity management and configuration process
Shift of roles and responsibilities
Because human involvement is set to a minimum, responsibilities are reducing. Also each layer is a separate in depend unit with lot of responsibilities. Next slide will explain this better.
New roles & skills set
There for new roles and skillsets are required to deliver and operate cloud service. This will also be explained within this workshop.
9/18/2018

6. Used Reference Model Speaker notes:
The cloud service foundation reference model describing the best practices which Microsoft uses to define, build and operate an cloud solution, whether this is a IaaS, PaaS or SaaS solution. The reference model is publicly available using the link on the slide. The model consists of three parts:
The cloud solution itself separated by the infrastructure / Platform and Software defining the IaaS, PaaS and SaaS layers.
Management and support provide all the capabilities that are required to manage and support the cloud solution.
In order to delivery and operate the cloud solution properly all processes in green need to be in place as well. The processes are divided into service delivery; what is required to deliver the different cloud service towards the consumer, and service operations; what processes are required to operate the cloud solution end-to-end.
This reference model will be the starting point of the Datacenter Operations workshop.
9/18/2018

7. Defined Roles Roles Cloud Architect Operations Manager
Service Delivery
Reliability Manager
Service
Tenant
Owner
Workload
Service Consumer
Defined Roles Roles
Application Lifecycle - DevOps
Developer
Deployer
Tester
Operator
Author
Platform
Platform Admin
Fabric Mgmt
Admin
Fabric
Fabric Admin
Operating and delivering cloud services will impact the current IT organization. It introduces new roles due to the changes in accountabilities and responsibilities as describes in the previous part of the slide deck. The roles are divided into categories and the category depends on what kind of service you are delivering the towards the consumer organization. The next slides will explain this in more detail.
Cloud Architect:
Manages roadmap for supporting cloud technologies.
Determines impact and approach for non-standard changes or new functionality within the private cloud.
Accountable for cloud architecture and used principles that creates the private cloud.
Reliability Manager:
Accountable demand & supply at cloud level for elastic use of fabric and shared resources.
Manages monitors and thresholds regarding availability, capacity, security and compliancy.
Manages relations with third parties regarding support and demand
Accountable for right implementation security and compliancy policies.
Operations Manager:
Coordinates and handles incidents.
Manages data model within CMDB and runbooks within orchestration.
Accountable for the service operations within the Fabric.
Creates, tests or coordinates the creation of new runbooks, service requests and scripts.
Identifies new operational runbooks.
Manages monitors and thresholds regarding health and configuration.
Service Manager:
Accountable for service delivery towards the different tenants.
Primary contact point for Service Consumer organization.
Monitors and communicates pay-per-use costs to tenants owners.
Manages and communicates Service Level Agreement (as part of the Service Description) and monitors service levels.
Manages and communicates Service Description towards tenants.
Entry point for information and non-standard requests.
Tenant Owner:
Responsible for creating workloads within the tenant and managing workload owners to them.
Budget Owner for entire tenant and so responsible for approving quota within the Tenant.
Accountable for a tenant. A tenant can be business unit or external customer.
Workload Owner:
Manages quota for workload.
Manages users within the workload (see next slides).
Accountable for a workload, application or service within a Tenant.
Approves changes within production environment.
Manages Service Catalog for workload.
Developer:
Develops and changes application(s) within the workload.
Tester:
Tests functionality, modules, performance, etc for application(s) within a workload.
Author:
Share, test & deploy (custom) resources within development environment.
Package software builds from the developers into one or multiple service templates.
Extends available Service Provider resources (building blocks) for within workload.
Manages Service Accounts for applications.
Deployer:
Provisions service template(s) from workload resources into test environment.
Provisions workload service(s) from service catalog into acceptance and production environment.
Updates running workload instance(s) in acceptance and production environment.
Operator:
Performs day-to-day operations for workload application(s).
Manages monitoring for workload application(s).
Platform Administrator
Accountable delivering building blocks for tenants to use.
Responsible for creating and maintaining support conditions and cookbooks.
Responsible for creating and maintaining service templates or virtual machine templates for Service Consumer organization.
Accountable for life cycle management of building block (Win OS, SQL, SharePoint, etc.).
Responsible for patching according to service description.
Supports operations manager with incidents and changes.
Ensures health and performance of provisioned building blocks according to the service description.
Fabric Administrator
Accountable for subdividing the cloud fabric into virtual machine management clouds, which are logical groupings of cloud resources that can be assigned classifications, hypervisor capabilities, capacity limitations, scalability and optimization configurations, based on requirements managed by the cloud architect, service manager and reliability manager.
Accountable for administrating the cloud fabric, so the interconnected system of hardware, storage, and network to support and maintain the cloud fabric.
Plans for facility & hardware failures and maintenance.
Ensures optimal health and performance of the cloud fabric.
Accountable for patch management fabric.
Supports operations manager with incidents and changes
Fabric Management Administrator
Accountable for user management within the cloud solution.
Accountable for administrating the fabric management tooling, which consists of monitoring, provisioning, orchestration, identity, security, registration and back-up & recovery capabilities.
Accountable for back-ups and recoveries according to service description.
Accountable for patch management within the fabric management (and workloads if necessary)
Ensures optimal health and performance of the fabric management
9/18/2018

8. Defined Roles SaaS PaaS IaaS
Service Consumer
IaaS
Service Provider
Service Delivery
Business Service
Service Provider
Service Consumer
Service Delivery
Service Provider
Service Consumer
Service Delivery
Defined Roles
Software
Platform
If we map the different roles onto the required organization, we see that certain roles sometimes fall within the service provider and sometimes within the service consumer. All depending of the service that this being delivered (IaaS / PaaS / SaaS). Important is that when a only an IaaS is being delivered. The DevOps roles are being defined at the service consumer for delivering a true cloud solution it is crucial to perfectly align with the application life cycle processes towards the cloud.
The platform role is a single role within the slide in reality has every platform a dedicated platform role (SQL platform admin / SharePoint platform admin / etc.)
The service delivery roles are always within the service provider organization regardless the type of offering (IaaS / PaaS / SaaS).
Fabric
9/18/2018

9. Current State
9/18/2018

10. Future State
9/18/2018

11. Service Description
9/18/2018

12. Service Mapping
9/18/2018

13. Delivery Framework People & Process Functional Technical System Center
Consumer
Guidance
Service Description
Service Requests
Self-Service Portal
Delivery Framework
Flowcharts
Runbooks
Processes
Data Model
System Center
CMDB
Operational Guidance
Health Model
Monitoring
Role Guidance
RACI
Delegation Model
9/18/2018

14. Next Steps
9/18/2018

15. IaaS Jumpstart
Datacenter Operations

16. Jumpstart Overview
The Jumpstart is a standardized approach that provides guidance on how to embed the required processes and roles within the IT organization and system management tooling
9/18/2018

17. 03. Operational Readiness
People & Process
Functional
Technical
01. Service Readiness
Consumer
Guidance
Service Description
Service Requests
Self-Service Portal
Jumpstart Phases
02. Process Readiness
Flowcharts
Runbooks
Processes
Data Model
System Center
CMDB
03. Operational Readiness
Operational Guidance
Health Model
Monitoring
04. People Readiness
Role Guidance
RACI
Delegation Model
9/18/2018

18. Time Lines Phase 01 Phase 02 Phase 03 Phase 04 Service Readiness
Process Readiness
Operations Readiness
People Readiness
Phase 02
Phase 03
Phase 04
Time Lines
Week 0-1
Week 1-3
Week 3-4
Week 4-5
Service Readiness
Within this phase the service towards the consumer will be defined. The goal will be a service definition with a clear separation of dependencies between the Service Consumer organization and the Service Provider organization.
9/18/2018

19. 1.1 Service Description Delivery Framework
The service description is required to be able to deliver a transparent and standardized service, explaining the separation of dependencies towards to Service Consumer Organization.
The document describes all the aspects of the cloud Solution towards the Service Consumer organization. This includes service catalog, service levels, support hours, etc.
9/18/2018

20. 1.2 Service Requests Delivery Framework
The service requests is required to identify the self-service capabilities that will be provided towards the Service Consumer organization.
The Service Requests describe all self-service capabilities. All requests will be targeted to the appropriate role. Furthermore underlying workflows will fill-out later.
9/18/2018

21. Phases Phase 01 Phase 02 Phase 03 Phase 04 Process Readiness
Service Readiness
Process Readiness
Operations Readiness
People Readiness
Phase 02
Phase 03
Phase 04
Phases
Week 0-1
Week 1-3
Week 3-4
Week 4-5
Process Readiness
Within this phase the required processes for delivering and operating the defined service (phase 01) will be defined. The processes will be a combination of functional, technical and service management processes. End result will be an overview of the involved actors, process steps and overall model.
9/18/2018

22. 2.1 Processes Delivery Framework
The process provides an high level overview of all process that are required to deliver an operate the cloud services
Result will be a list of processes that are required. For each process the actors, purpose and high-level activities need to be clear. Processes can be ITSM or functional.
9/18/2018

23. 2.2 Data model Delivery Framework
To incorporate all processes into a single Solution data need to be collected and management. The data model represents all data that is required.
The data model is an UML representation of all the processes that are required for the cloud services. This UML will be translated to data sources.
9/18/2018

24. 2.3 Flowcharts Delivery Framework
In order to deliver the promised services. All required processes need to be in place and aligned. The flowcharts do this.
The flowcharts is a Visio file containing all defined processes. The processes include the involved actors and systems and high level activities that need to be executed.
9/18/2018

25. Phases Phase 01 Phase 02 Phase 03 Phase 04 Operational Readiness
Service Readiness
Process Readiness
Operations Readiness
People Readiness
Phase 02
Phase 03
Phase 04
Phases
Week 0-1
Week 1-3
Week 3-4
Week 4-5
Operational Readiness
Within this phase all aspects operating the service will be defined. The goal is to have an pro-active organization ready that can comply to the agreed Service Level Agreement (SLA)(s) and will achieve all KPI’s that are set within the first phase.
9/18/2018

26. 3.1 Health Model Delivery Framework
To operate the cloud Solution probably the fabric need to be monitored. The health model is required to be able to comply and report to the customers requirements.
The health model represent the health of the fabric for service level and capacity management purposes. The health model needs to be implemented within the fabric mgmt. monitoring.
9/18/2018

27. 3.2 Operational Guidance Delivery Framework
To operate the cloud Solution operational tasks needs to be performed. The operational guidance will provide in these tasks.
The operational tasks are a list with daily, weekly and monthly tasks that needs to be performed within the fabric.
9/18/2018

28. Phases Phase 01 Phase 02 Phase 03 Phase 04 People Readiness
Service Readiness
Process Readiness
Operations Readiness
People Readiness
Phase 02
Phase 03
Phase 04
Phases
Week 0-1
Week 1-3
Week 3-4
Week 4-5
People Readiness
Within this phase the roles that are required will be defined. The goal is the have a clear definition of the different accountabilities and responsibilities for each role. Also the role will be targeted towards the appropriate toolset to implement the responsibilities.
9/18/2018

29. 4.1 RACI Delivery Framework
To provide a clear overview of the different roles and responsibilities within service provider organization the RACI is created.
The tasks are based on the previous sessions that are required to deliver and operate the service. The roles will be defined within this model .
9/18/2018

30. 4.2 Delegation Model Delivery Framework
The appropriate tools need to be configured for an certain role to perform the required responsibilities.
The delegation model show how the different fabric management tools need to be configured and what roles needs to be delegated.
9/18/2018

31. 4.3 Role Guidance Delivery Framework
Cloud computing introduces new roles. The role profiles provides an overview the different cloud roles that are available
For each role descriptions will be available describing what is expected from such a role.
9/18/2018

32. Where to get the Content
9/18/2018

33. Contact + www.microsoft.com/microsoftservices
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows operating system, Windows PowerShell command-line interface, and Windows Server operating system are trademarks of the Microsoft group of companies. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION