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AWS re:Invent 2016: Building Enterprise Cloud Operations As a Service with T-Mobile (ENT215)

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After launching several thousand EC2 instances in the cloud, we've learned that the key to running an IT fleet successfully on AWS is enforcing operational and economic discipline. As AWS service consumption grows, operational costs and overhead shouldn't grow linearly. Instead, IT should encourage new tenants that migrate from data centers to AWS to slowly shift toward a self-service delivery model and adopt the DevOps operations model. Creating and offering an AWS Cloud operations service catalog enables organizations to efficiently take full advantage of AWS' flexibility and modularity. T-Mobile, whose journey to AWS Cloud management started more than 2 years ago, uses a service catalog to enforce operational discipline in the Cloud. Their catalog is custom crafted for each Cloud-based IT workload. This session provides insight into the AWS Cloud operations strategy and its transformation, the creation of a Cloud operations service catalog, and how this approach supports reliable engineering on AWS. Sponsored by Accenture.

AWS Competency Partner

Published in: Technology
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AWS re:Invent 2016: Building Enterprise Cloud Operations As a Service with T-Mobile (ENT215)

  1. 1. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Miha Kralj, Accenture Arjun Shah, Accenture Steve Hull, T-Mobile November 30, 2016 Building Enterprise Cloud Operations as a Service with T-Mobile ENT215
  2. 2. The What? IT needs to stimulate new tenants that migrate from data center to AWS to slowly shift toward a self-service delivery model and embrace DevOps way of operations. The How? Creating and offering an efficient AWS Cloud operations service catalog becomes critical in enabling flexible and modular composition of AWS services in large organizations. What to Expect from the Session? Approximately 40% of Public Cloud adoption can suffer in large IT organizations due to a lack of operational and economic discipline. Operating discipline becomes a must, though operational costs and overhead must not linearly grow with consumption. Customer Journey T-Mobile’s AWS journey started more than three years ago and, today, T- Mobile runs efficient cloud operational discipline, custom-crafted for each cloud-based IT workload.
  3. 3. Who are we? Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations across 19 industry verticals. We’ve worked on more than 13,000 cloud computing projects for clients, including three-quarters of the Fortune Global 100, and are home to more than 18,000 professionals trained in cloud computing. Accenture was named a leader in the IDC MarketScape: Worldwide Cloud Professional Services 2016 Vendor Assessment, demonstrating the most mature strategies and capabilities among 17 other vendors. Accenture/AWS Business Group- helps organizations run their businesses in the cloud and take advantage of the benefits of an “As-a-Service” model, where IT and business services are delivered on demand via the AWS Cloud.
  4. 4. History of IT Infrastructure Management • Large enterprises have traditionally structured their IT infrastructure and operations organization based on IT Service Management principles. • ITIL is an implementation of IT Service Management and comprises a set of processes, procedures, tasks, and checklists. The original version of ITIL was a manual published in the 1980s to help government IT departments in the UK to establish best practices. Current version is ITIL v3, which emphasizes 5 lifecycle phases of Service Management. Process and procedure- heavy framework for managing IT infrastructure Advocates strict governance and control over IT infrastructure assets Inflexible in adapting to the service & economic profile of public cloud infrastructure Often has led to establishment of domain-bounded infrastructure teams Why does this not scale in the era of Public Cloud infrastructure?
  5. 5. IT Operations model – Revisited IT organizations must provide a set of foundational cloud capabilities, while allowing tenants to operate with freedom and agility to realize the power of AWS Cloud. Capabilities must constantly undergo review to keep pace with the constantly changing technology climate. Constitution (vs. Control) Self-Service Catalog Automated Compliance Operating Model & Organization To avoid a traditional request/response relationship between cloud consumers and Operations, IT needs to provide an a la carte self-service catalog to unlock the scale and breadth of AWS Cloud. Infrastructure compliance remains top of mind for large IT organizations. With the elasticity and magnitude of cloud resources, investments in automating periodic compliance become vital. AWS blurs the lines between compute, network, and storage, and DevOps blurs the lines between Development and IT Operations. The next generation Cloud Operations organization does not scale with compartmentalized teams connected via processes. Instead, multidisciplinary teams with an experimentation mindset are vital.
  6. 6. Cloud Tenant JourneyCLOUDMATURITY (ABILITYTOSELF-OPERATE) TIME Tenant C (Low Maturity) TENANT MANAGED CENTRALLY MANAGEDBYIT Cloud Incubation & Onboarding Cloud Learning & Adaptation Run: Leveraging Power of Cloud Tenant B (Mid Maturity) Tenant A (High Maturity) Foundational Enterprise Cloud Services provided centrally by IT
  7. 7. Modern Cloud Operating Model Functions: How we organize ourselves to deliver services Processes: How we execute the work Interfaces: How we interact to deliver consistent services Governance: How we make, sponsor, and enforce the right decisions Roles & Org Structure: Who is accountable for doing the work Performance Metrics: How we measure effectiveness Tools: What enabling technology we use to deliver productivity and agility to service execution Technology Stack Management & Control Service Providers Service Delivery Supplier Relationship Management Service Operations Service Assembly Catalog Mgmt. Dev. Ops Service Provisioning Issue Management Technology Operations Service Catalog Management Service Measurement Development Lifecycle Provisioning Transition Planning Service Validation Change Management Program & Project Mgmt. Release and Deployment Incident Management Request Fulfillment Event Management Capacity Management Asset & Config Management Metering Monitoring & Control Access Management Security Support Problem Management Availability ManagementService Desk Strategic Supplier Management Supplier Contract Management Operational Supplier Management Business Impact Management Service Invoice Review Sales / Relationship Management Service On-boarding Service Analysis Account Management Business Customers Service Architecture Service Strategy Strategy Generation Investment Planning Demand & Supply Management Architecture and Design Service Planning Service Level Management Service Definition Service Lifecycle Management Portfolio Mgmt. Performance Management Process Quality Management Knowledge Management Finance Service Financial Management Finance & Accounting Ops Workforce Management Talent Management HR Operations & Support Security & Risk Management Information Security Mgmt. Physical Asset Security Risk Mgmt. & Controls Service Continuity Mgmt. IT / Tool Management Application Management Strategy Management
  8. 8. CloudOps – From Full Service to Self-Service Full Service CloudOps Services Catalog Integrate Accept to Operational control Monitor Measure Operational metrics Operate Correct errors and issues Optimize Change and improve DevOps Application Support and Deployment Operational Tier 2 Infra and Database support White Glove Services Offerings that can be provide if Tenant requires DevOps Services Application Operations, Middleware, Database, and Development Common Services Baseline Self-Service Transitional Automation Fulfillment Self-service AWS provisioning, Self-healing Service Management, Automatic Security and OS updates End-State Services Catalog
  9. 9. CloudOps Services Catalog Integrate Accept to Operational control Monitor Measure & Report Operate Correct errors and issues Optimize Change and improve • Service onboarding • Provisioning • AMI inventory maintenance • Architecture & Design • Cloud environment development • Stack blueprinting • Security Strategy • Testing & Validation • Quality Assurance • SLA/OLA Strategy • Operational Playbooks/Runbooks • Operational Automation • Business Continuity Planning • DevSecOps process • Decommissioning • Monitoring & Detection – Server and Network – Storage – User Experience – Application health – Security • SLA monitoring & reporting • Utilization reporting • Compliance reporting • Cost tracking • Notifications & Integration • Trends analysis • Event & Alarm Management • Asset Management • Issue/Incident management • Error correction • Auto-healing • Escalations • Service Requests • Cloud consumption management • OS patching • Security Management • Backup & Restore • Problem management • Issue pattern recognition • Auditing • Change requests • Security Reviews • Security whitelisting • SLA/OLA review • Knowledge Management • Quality Management (cont. improvement) • Resource Optimization • Security process improvement • Oversight and 3rd-party controls • Communication Management
  10. 10. CloudOps – Expected Outcomes Fault Tolerance Graceful Degradation Zero Downtime Deployments System Performance Uptime Availability Strategic Drivers Measurements Tactics Early Detection Self Healing Knowledge Service Monitoring Resolution Time Release Time Agility Process Cycle Efficiency Continuous Integration and Delivery Experimentation in Production Efficient Processes Business Outcomes • Improved Quality • Reduced Opex Spend • Improved Customer Satisfaction • Improved Employee Experience
  11. 11. Towards Intelligent Automated CloudOps Experimentation in Production Lean Processes System Performance and Hardening Infrastructure as Code Toil Elimination Platform Automation Service Monitoring and Insights Service-Level Objectives Zero-downtime deployments Shared Incentives and Blameless Culture Build and Configuration Management Fault Tolerance Release Engineering Auto ScalingSelf Healing Organization, Talent, and Culture Continuous Integration and Delivery Intelligent and Automated Operations Software Defined Infrastructure Platforms and Architecture EmbracingRisk Capabilities Principles
  12. 12. Thank you!
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  14. 14. Related Sessions

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