Infrastructure & Operational MaturityAnd Why You Should Care

Kerrie Meyler, MVPnetworkworld.com/author/kerrie-meyler/

John Joyner, MVPopsmgrunleashed.wordpress.com/

#MMSMOA

@kerriemeyler

Independent Consultant

MOM 2000, SMS 2.0

System Center Unleashed series

MVP since 2008

Kerrie Meyler

#MMSMOA

@john_joyner

Director, Product Development

MVP since 2007

ClearPointe

Little Rock, Arkansas, USA

John Joyner

430.36

Infrastructure & Operational (I&O) Maturity Defined

… an organization’s capability to take on new challenges

Life without I&O Maturity – IT Chaos

A Day in the Life of IT Chaos

• Your personal version of Groundhog Day – the same emergencies keep happening• The CEO tells you email is down• Your last vacation was a trip from desktop to desktop installing Office 2013• Someone just updated production at 9 am … surprise!• Half your computers won’t upgrade to Windows 10 because they don’t have enough RAM … another surprise• All the troubleshooting information is in your head … only• Your company wants to outsource IT … no surprise

Chaos = just trying to survive

IT Chaos – Fighting Fires

Operational Maturity Models

Operational Maturity Models

• Gartner’s IT Infrastructure and Operations Maturity Model

• Microsoft’s Infrastructure and Optimization Model

• ….

Operational MaturityGartner’s IT Infrastructure and Operations Maturity Model

The World According to Gartner

The World According to Gartner

Six overall levels of I&O Maturity:• Level 0: Survival• Level 1: Awareness• Level 2: Committed• Level 3: Proactive• Level 4: Service-Aligned• Level 5: Business Partnership

Business Management: people, processes, and technology are driven and constrained by the ways in which they are managed

Level 0: Survival

Little or no focus on IT infrastructure or operations

• People: No organizational focus on IT I&O• Process: No formal processes for IT I&O• Technology: No formal strategy or

execution on technical investments

• Business Management: No formal IT business management functions

Level 1: Awareness

Realization that I&O is critical to the business, beginning to take action to gain operational control & visibility

• People: Defined, technology-centric organization for IT I&O• Process: Ad hoc, awareness that processes

are necessary, dependency on tools to implement existing processes• Technology: Basic management tools; no

formal infrastructure hardware or software standards

• Business Management: Minimal, outside of budgeting

Level 2: Committed

Moving to a managed environment

• People: Technology-centric organization, investment in IT service desk function and staff• Process: Defined processes for IT service

support and project management• Technology: IT support and project-related

management tools, desktop HW/SW standards defined, beginning infrastructure standardization/rationalization

• Business Management: Project management office

Level 3: Proactive

Gaining efficiencies and service quality through standardization, policy development, governance structures, and implementing proactive cross-departmental processes such as change and release management

• People: Process-centric organization, defined governance structure• Process: Repeatable and individually automated,

focus on IT service delivery-related IT processes• Technology: Formal infrastructure standards &

domain-centric management tools, virtualization foundation in place

• Business Management: Financial management, formal KPIs

Level 4: Service-Aligned

IT managed as a business – customer-focused, proven, competitive, and trusted IT service provider

• People: Customer & business-focused, IT service and delivery centric organization, formal governance• Process: Integrated, automated and extended

beyond I&O, focus on all service & business management processes• Technology: Formal IT management

process/tools architecture, shared services, aggregated capacity management

• Business Management: IT service cost metrics, competiveness

Level 5: Business Partnership

Trusted partner to the business for increasing the value and competitiveness of business processes, as well as the business as a whole

• People: Business optimization and entrepreneurial focused culture• Process: Dynamic optimization of IT services,

implementing processes fostering business innovation• Technology: Proactively promoting new

technologies and impact to business, real-time infrastructure

• Business Management: Business contribution metrics

Operational MaturityMicrosoft’s Infrastructure Optimization Model

The World According to Microsoft

Four Overall Levels of Optimization:• Level 1: Basic• Level 2: Standardized• Level 3: Rationalized• Level 4: Dynamic

Identify where you are and where you want to beUse best practices from ITIL to develop a plan

Microsoft’s Infrastructure/Optimization Model

• Categorizes the state of your IT infrastructure, describing the impacts on cost, security risks, and your ability to respond to changes

• Describes the techniques & steps to get to a higher level

• Based on Gartner’s model and provides a simple structure to evaluate the efficiency of core IT services, business productivity, and application platforms

Level 1: Basic

Reactionary, with much time spent fighting fires

• IT infrastructure is hard to control and expensive to manage• Manual processes• IT policies and standards nonexistent or not

enforced• Reactive mode• Manual methods for applying software

deployments and patches

Cost Center

Level 2: Standardized

Gaining control

•Using standards and policies to manage hardware clients and servers• Service management becomes a recognized concept

More Efficient Cost Center

Level 3: Rationalized

Enabling the Business

• Control of desktop and service management costs• Processes & policies are in place and

starting to play a large role in supporting and expanding the business• Proactive security, responding to threats

and challenges in a rapid and controlled manner

Looking Good

Level 4: Dynamic

Becoming a strategic asset

• Your IT infrastructure is helping run the business efficiently and stay ahead of competitors• Costs are fully controlled• Integration between users and data, clients

and servers, and the different departments and functions throughout your organization• IT processes are automated and incorporated

into the technology, allowing IT to be aligned and managed according to business needs

Trusted Partner

Why You Should Care

Why Should You Care

• Chaos versus IT Nirvana• Improved IT services• Agility with technology changes• Rapid ROI

•Now you can take a real vacation

What is Your Destination?

House of tails dogs charity

All donations go 100% to the charity#MMSGIVEBACK

Evaluations: Please provide session feedback by clicking the EVAL button in the scheduler app (also download slides). One lucky winner will receive a free ticket to the next MMS!Session Title: Infrastructure and Operational Maturity

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