© 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved.

Miha Kralj, Accenture Arjun Shah, AccentureSteve Hull, T-Mobile

November 30, 2016

Building Enterprise Cloud Operations as a

Service with T-Mobile

ENT215

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.

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.

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?

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.

Cloud Tenant JourneyC

LO

UD

MA

TU

RIT

Y

(AB

ILIT

Y T

O S

ELF

-OP

ER

AT

E)

TIME

Tenant C(Low Maturity)

TE

NA

NT

M

AN

AG

ED

CE

NT

RA

LLY

MA

NA

GE

D B

Y IT

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

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 AssemblyCatalog 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 Management

Service 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

FinanceService 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

CloudOps – From Full Service to Self-Service

Full Service CloudOps Services Catalog

IntegrateAccept to

Operational control

MonitorMeasure

Operational metrics

OperateCorrect errors and

issues

OptimizeChange and

improve

DevOpsApplication Support

and Deployment

Operational Tier 2 Infra and

Database support

White GloveServices Offerings that can be provide

if Tenant requires

DevOps ServicesApplication Operations, Middleware,

Database, and Development

Common ServicesBaseline Self-Service

Transitional Automation FulfillmentSelf-service AWS provisioning, Self-healing Service Management, Automatic Security and OS updates

End-State Services Catalog

CloudOps Services Catalog

IntegrateAccept to Operational control

MonitorMeasure & Report

OperateCorrect errors and issues

OptimizeChange 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

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

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

Em

bra

cin

g R

isk

Capabilities Principles

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