In this webinar, Getting Started with CloudOps and DevOps: Service Monitoring as a Service, Senior Architect for Cloud Service Management at Microsoft Services, Carroll Moon discussed the challenges that cloud computing brings to service management. He also considered what these challenges mean for the industry, for management, for developers, for engineers, and for operators. In addition, the webinar showed how a holistic approach to adopting an ITIL®-based operations model can support the cloud as well as the evolution of roles and accountabilities in the modern cloud world. Find out more and watch the recorded webinar at: www.axelos.com/events-calendar/getting-started-with-cloudops-and-devops-webinar

1. Getting Started with CloudOps and DevOps:
Service Monitoring as a Service
Carroll Moon, Senior Architect for Cloud
Service Management, Microsoft

2. Agenda
• The Changing World
• The Model
• Service Monitoring as a Service

3. The Changing World

4. The Legacy World

5. The new world via the AppDev Lens

6. That world is SCARY to historical “Ops”

7. The world we need to enable...

8. This model should be FUN for Ops!

9. The Model

10. The Evolution of “Ops”
Legacy IT
Modern
Service
Management
Critical App 1
Critical App 2
Generic Cloud
Infrastructure
(non-critical)
Legacy On-
Prem
Infrastructure
SaaS Service 1
SaaS Service 2
Becomes
“The secret of change is to focus all of your energy not on
fighting the old, but on building the new” - Socrates

11. Two Phased Approach

12. Service Monitoring as a Service

13. Service Monitoring as a Service
Modern
Service
Management
Critical App 1
Critical App 2
Generic Cloud
Infrastructure
(non-critical)
Legacy On-
Prem
Infrastructure
SaaS Service 1
SaaS Service 2
Service
Monitoring
Service or
“Hub”

14. Service Monitoring as a Strategic Opportunity
I cannot successfully
manage an Incident if I do
not know that the
Incident is occurring
Monitoring is Key
Great customer
experiences on the
Service Management
front is a differentiator
The idea of having a
single team that knows
the apps and the
monitoring platform is
errant
Shared
Accountability
Consider having experts
for the Monitoring
Service and have the
App/Service experts be
accountable for the
monitoring logic
Monitoring, at its heart, is
the “Incident Detection”
aspect of the Expanded
Incident Lifecycle
Monitoring is NOT
a Tool
Monitoring is a
combination of a
Monitoring Service and
Monitoring Logic

15. Types of Monitoring
Analytics Monitoring
[Service]
Capability
Monitoring
Failure Mode
Monitoring
Web Role Capacity is
Exhausted
Examples:
Fewer than normal IoT
cars than normal have
checked in recently
Connections to the web
service are taking 5x
longer than normal

16. Service Monitoring as a Service
1) Defined Inputs
2) Defined Outputs
3) Managed as a Service (quality, etc)
1 2
3

17. Making the Service Viral
1) An API lets us move towards
“Monitoring as Code”
2) Outputs drive value
3) Correlation to cut down on noise
(“too many alerts is just as bad as no
alerts”)
4) NetNew Alerts (“if we see this
pattern, we know it is bad and we
want to increase our response”)
1 2
3
4

18. Want to learn more?
1. ITIL for the Cloud series: Service Monitoring (Ops View):
• first post, Service Monitoring as a Strategic Opportunity
• second post, The Future of Service Management in the Era of the Cloud
• third post, One Team - One Set of Service Management Objectives
• fourth post Service Monitoring Service Outputs
• fifth post Building Service Monitoring Service
• Sixth post Building Trust in the Service Monitoring Service
• Seventh post Making the Service Monitoring Service Viral
• ...more posts to come...
2. Monitoring Evolution (Dev View) Podcast:
http://runasradio.com/default.aspx?showNum=430
3. Azure Service Management: http://aka.ms/topmsm
4. Office 365 Service Management: http://aka.ms/topmanageoffice365

19. Q and A
Thanks for Joining
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ITIL Practitioner; What’s it all about?
19th November, 7am & 4pm UK Time
Lou Hunnebeck and Karen Ferris
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Tom Lynam
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