1. Transform IT Operations &
Management
Brent Jaye
VP, Amazon Web Services Support

2. AWS Support is focused on bringing Amazon retail
customer obsession to enterprise IT!

3. Our Organisation has people around the world
to get very close to our Customers
Current Sites
Remote TAMs

4. We’ve Worked Closely with our Enterprise Support Customers
to Develop Cloud Centric Best Practices
(Subset of Customers Listed)

5. AWS Support has built a Software Development
Competency to Innovate with Software Engineers
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
TA Notifications
Trusted Advisor
Suppress & New UI
TA Website
Online
Sign Up
AWS China
Support
2012
2014
TA for
Everyone
Product Release Calendar
“Amazon staffs up to
give Trusted Advisor
more powers”
By Barb Darrow

6. Cloud Practice #1: Take Advantage of Proactive
Enterprise Support Services
• 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

7. “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

8. Cloud Practice #2: Review your Trusted Advisor Results on a
Regular Cadence, Even in Dev & Test
• 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

9. 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.

10. Cloud Practice #3: Integrate Case Management and
Best Practice Insights into Existing Management Tools
with Support API’s
• Apply advanced analytics and
reporting on Best Practice Insights
• Automate Assignment of Action
Items
• Use Existing Ticketing Systems,
Reporting, Workflows, and
Federated Access

11. “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.

12. Cloud Practice #4: Leverage our Infrastructure Event
Management Product to Handle Large Scaling Events
• 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

13. Customer Illustration: Super Bowls, Mars Rover
Landings and College Enrollment to Name a Few
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. . .

14. Cloud Practice #5: Work with AWS Enterprise Support to
develop best practice Application Deployment Templates
• 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
Enterprise
Management
Tool
MFA
MFA
token
Security Monitoring
Services DNS NTP
AWS
Global
Infrastructure
AWS
OpsWorks
Region
ap-southeast-2
Availability Zones
AWS
Points of Presence
Core
Services
Amazon
EC2
Amazon
EBS
Amazon
S3
Amazon
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
Deployment
&
Management
Provisioning
AWS
CloudFormation
IAM
AWS
CloudTrail
Amazon
CloudWatch
Service
Catalog
&
ITSM
Enterprise
Cloud
Landscapes
Automation

15. Clear Trends are Emerging from Customers in the IT
Operations and Management Space
• 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

16. AWS Enterprise Summit
@AWS_UKI
#AWSSummit