The document outlines Microsoft's approach to modern service management and cloud operating models, emphasizing the need for agility, automation, and adherence to best practices such as ITIL and DevOps. It discusses the challenges enterprises face in adopting cloud services due to skill gaps and outlines a framework for efficiently operating cloud services while supporting legacy infrastructure. Key factors include assessing business needs, operational roles, and changing support processes to leverage cloud capabilities effectively.

1. Microsoft Services
Daniel Jasník
Senior EMEA MSM Consultant
Modern Service Management
& Cloud Operating Model

2. http://www.microsoft.com/en-us/legal/intellectualproperty/Permissions/default.aspx
Conditions and Terms of Use
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Microsoft Confidential
© 2016 Microsoft Corporation. All rights reserved.

3. More innovation quicker
Take advantage
of (public) cloud scale
and economics
Business flexibility and
demand reaction
Automation, Fast &
predictable response to
change, and zero
downtime
Market / Business demands …

4. Is Our Today‘s IT ready?
Too slow
Long planning

5. AgilityDrivers
Automation
Cost
New Apps
Experimentation
Inhibitors
Fear
Compliance
Processes
Regulations
CulturePeople
Funding
Readiness
Mobility
Security
Shared Data
Tech. Competence
Risk
Technology
Massive Scale Security
Faster IT

6. Cloud
2020
75%of enterprises will experience
visible business disruptions due
to Infra & Ops skills gaps*
*Gartner, Smarter with Garter: It’s Time for Infrastructure and
Operations to Get Versatile, January 31, 2018.

7. I T S MMicrosoft Confidential

8. ITSM Best
Practices
• Global known best practices and principles
• MOF, ITIL, DevOps, Agile, Lean IT, BizDevOps…
MS Products &
ITSM Experience
• Microsoft technology knowhow, Product Group Best Practices
• Decade long Experience with Cloud (Iaas, PaaS, SaaS) and Feedback
• WW ITSM Experience, Best Practices, WW Community and Feedback
MSM
• Approach how to do ITSM for Microsoft Cloud/On-Premise Technologies
• Set of delivery kits and prescriptive guidance delivered by Microsoft worldwide
• Continuously updated based on latest products updates and MSM feedback
• Customized deliveries following same approach for various deals
Microsoft’s approach to Service Management, tuned to enable our customers to take advantage of Intelligent Cloud
capabilities, while continuing to support legacy infrastructure.

9. Azure
Office 365
Dynamics 365
Windows 10
Modern/DT Apps
Developers
LOB App Owners
BizDevOps Teams
End Users
Datacenter or
Cloud Service
Business Unit
Service
Consumer
IT as broker
(remaining IT functions
like procurement, billing,
compliance)
IT as partner
(Cloud Competency
Center, Setup BizDevOps
/ Azure Foundation)
IT as intermediaries for
service-strategy,
design, transition &
operation
Developers
LOB App Owners
End Users
Windows 7
SQL/Windows Server
Exchange
Traditional Apps
IT Department
Modern Enterprise
(Digital Transformation & Cloud)
Traditional Enterprise
(< 3 years in the Cloud, with limited or no Digital Transformation)

10. IT Department
Traditional Enterprise Modern Enterprise
Assess, log, review, create planning,
authorize build phase, assess built
and tests, authorize deployment,
review and close
DEVELOPERS & FUNCTIONAL
APPLICATION OWNERS
END USERS
BIZDEVOPS TEAMS
Business Unit
Service Consumer
• Publish & audit release
pipeline policy &
implementation (incl.
RBAC).
• Publish Service
Roadmaps, Changes &
Previews
Change proposal,
implementation review
(close)
Deploy solution
Hosting / Cloud
Provider
• Create, design, develop
user story and manage the
release pipeline.
• Absorb Service Changes
Subscribe to supplier NDA,
Service Roadmap, Service
Changes and Service previews.

11. IT Department
Traditional Enterprise Modern Enterprise
Assess, log, review, create planning,
authorize build phase, assess built
and tests, authorize deployment,
review and close
DEVELOPERS & FUNCTIONAL
APPLICATION OWNERS
Business Unit
Service Consumer
Publish & audit release
pipeline policy/model &
implementation.
Select services that support (API)
automated continuous
deployment and RBAC
Pre-defined, fully automated
release pipeline using release
management software
Release plan
Deploy release
Hosting / Cloud
Provider
Create, design, develop user
story and manage the
release pipeline
Development Workorder
Installation work order
END USERS
BIZDEVOPS TEAMS

12. I T S MMicrosoft Confidential

13. “Digital Transformation starts with
Cloud Operating Model…
If our customers can’t
efficiently operate the cloud,
they won’t adopt the cloud.”

14. Definition Provision
Approach
Establish workflows to
provision cloud services from
Service Request to Subscription
and License Management
Operate
Approach
Plan the operational roles and
responsibilities and
foundational activities for
monitoring and automating
the Cloud Services
Support
Approach
Update service support
processes and procedures to
prepare for the changing
demands of supporting Cloud
Services
Change & Govern
Approach
Expand traditional Change
Management to drive value
from the Evergreen nature of
Cloud Services
Approach
Clearly define IT service for the
business, delivered by Cloud
Services, fully understanding
various dependencies and
settings.
Example Questions?
• What does the business need?
• What are the availability
requirements?
• Are there security constraints?
• Are there data restrictions?
Example Questions?
• How do you monitor new
services?
• What tasks and roles do
people have?
• What meetings should I have
and what do we discuss?
Example Questions?
• How does the service desk
stay prepared?
• What happens during a Major
Incident?
Example Questions?
• Can I keep up with the new
features?
• How will my business benefit
from new capabilities?
• Is there anything I can do to
improve the service?
Example Questions?
• How do I control costs?
• What is the strategy for
enabling the technology?
• When should we be turning it
off?

15. I T S MMicrosoft Confidential

16. How to make Service Management Modern
Start with people – process is a natural outcome
Just enough process, design/implement happens in parallel
Focused on automation, standardization
Focus on outcomes, not methods
Processes are not the final goal, they might be result of the
coaching work we do with Customers
Processes should be natural and simple, otherwise automated to
enable acceptance

17. Organizational Considerations for Cloud
Impact current ITSM
processes
Evergreen and
Automation
Shift of Responsibilities &
Accountabilities New roles & skills sets
It´s time now!

18. Daniel Jasník
a-dajasn@microsoft.com
Connect with me on Linked In