Download - Transform IT Operations and Management
Transform IT Operations & Management
Brent Jaye VP, Amazon Web Services Support
AWS Support is focused on bringing Amazon retail customer obsession to enterprise IT!
Current Sites
Remote TAMs
Our Organisation has people around the world to get very close to our Customers
(Subset of Customers Listed)
We’ve Worked Closely with our Enterprise Support Customers to Develop Cloud Centric Best Practices
TA in the Management
Console
2011 2013
Support for Health Checks
“Developer” and “Enterprise” Products
Third Party Software Support
Trusted Advisor
Event Management Product (e.g. Super Bowls, Olympics)
Japanese Language Support
Support APIs & Trusted Advisor APIs
Trusted Advisor Suppress & New UI
TA Website
Online Sign Up
TA Notifications
AWS China Support
2012 2014
TA for Everyone
Prod
uct R
eleas
e Ca
lenda
r “Amazon staffs up to give Trusted Advisor
more powers”
By Barb Darrow
AWS Support has built a Software Development Competency to Innovate with Software Engineers
• Reactive: Industry standard troubleshooting • Proactive:
– Help getting started on AWS – Trusted Advisor - Recommendations to save money, improve
security, performance & availability – Guidance on Implementing architectural best practices – Help in Integrating new AWS features (~300 releases in 2014) – Infrastructure Event Management – Scaling Event Playbook
Cloud Practice #1: Take Advantage of Proactive Enterprise Support Services
“AWS Enterprise Support understands our business and our goals—the Technical Account Manager (TAM) and AWS Support team do a great job of keeping us
abreast of what changes to expect. !They’ve helped us with everything from designing an
AWS-friendly architecture support for our backup service to troubleshooting why an instance doesn’t
operate the way we expect it to.”
- James Pratt, Senior Director and Head of Connected Services, HTC
• Cost, Security, Availability, and Performance Checks
• Over 1.7 Million recommendations • More than $300M in estimated
cost savings • Enroll in Automatic Notifications
“Enterprises used to spend big bucks on consultants to optimize their IT. Now there is AWS Trusted Advisor” - @mrjain
Cloud Practice #2: Review your Trusted Advisor Results on a Regular Cadence, Even in Dev & Test
Trusted Advisor has assisted us in bringing down our monthly bill by over
20% in just two months … also optimise performance, improve
availability and security of our AWS infrastructure.
We are using AWS Trusted Advisor to improve the efficiency of the cost, and to audit the configurations of service
platform.
• Apply advanced analytics and reporting on Best Practice Insights
• Automate Assignment of Action Items
• Use Existing Ticketing Systems, Reporting, Workflows, and Federated Access
Cloud Practice #3: Integrate Case Management and Best Practice Insights into Existing Management Tools with Support API’s
“We have recently started leveraging the Trusted
Advisor APIs to pull information and
generate 100s reports to push out to our teams/
accounts on a weekly basis.
… integrated Trusted Advisor’s recommendations into their application via the
AWS Support API. Customers are alerted when
any threshold or material change occurs.
• Designed for short-term tactical engagements • Public campaign, product launch, marketing event • Seasonal usage spikes
• Assigns dedicated and senior support resources • Engagement starts with discovery, moves to planning and execution,
and ends with a review • Included with Enterprise Support, but can be purchased as needed for
Business Support customers
Cloud Practice #4: Leverage our Infrastructure Event Management Product to Handle Large Scaling Events
Prior to the landing, JPL engaged the AWS Support and their Infrastructure and Event Management (IEM)
program to review software architectures, available
capacity and operational practices
… on our A-level results day and confirmation and
clearing day, we were able to have a team of AWS
specialists on site and therefore it gave us a high level of assurance that if there were any issues we
would be able to tackle those very quickly.
A large contributor to the success of Shazam’s Super Bowl event was the work done beforehand with the help of AWS Enterprise
Support.
… the support team provided real-time assistance, ensuring our application would scale to meet the anticipated demand of the
event. . .
Customer Illustration: Super Bowls, Mars Rover Landings and College Enrollment to Name a Few
• Reduce complexity of getting started on AWS by creating standard templates for common Enterprise workloads
• Adhere to Best Practices such as multi-AZ, standardised AMIs, enforced tagging schemas for improved reporting, isolation via VPC for increased security, and reduced variability
Amazon Web Services Platform Overview
AWS Global Infrastructure
Region
ap-southeast-2Availability Zones
AWS Points of Presence
Core ServicesAmazon
EC2Amazon
EBSAmazon
S3Amazon Glacier
Amazon VPC
Elastic Load Balancing Amazon
RDS DynamoDB Amazon ElastiCache
Amazon Redshift
Application Services
Amazon SES
Amazon SQS
Amazon SNS
Amazon SWF
AWS Services
Shared Cloud Services DNS NTP
Deployment & Management
Provisioning
AWS CloudFormation
AWS OpsWorks
IAM
MFA
MFA token
Security Monitoring
AWS CloudTrail
Amazon CloudWatch
Service Catalog & ITSM
Enterprise Cloud Landscapes
Automation
Enterprise Management Tool
Cloud Practice #5: Work with AWS Enterprise Support to develop best practice Application Deployment Templates
• Continue Enhancing TA: Customised Rules, Use of Tagging, Inline Actions, Enterprise Account Aggregation & further Best Practice Checks
• Real time Incident Identification, Communication & Remediation with comprehensive messaging
• Streamline and Integrate Management Interfaces • Build out an Automation Layer • Provide me with more Enterprise Reporting
Clear Trends are Emerging from Customers in the IT Operations and Management Space
AWS Enterprise Summit
@AWS_UKI
#AWSSummit