Hybrid cloud disrupts IT with not so obvious roles, responsibilities, and activities. Legacy ITSM practices and siloed IT teams are challenged to adopt and gain immediate value of Cloud. Organizations must evolve conventional thinking and transition to modern service management practices, inclusive of Agile and DevOps, aimed at accelerating digital transformation. Microsoft Modern Service Management was conceived with this is mind, taking leading-edge value based approach to service management that helps organizations unlock the value of their Microsoft Cloud investment. This session shares how Microsoft’s Customers have benefitted from adopting MSM Principles and how you modernize your IT practices.

2. Why Modern Service
Management?
More innovation quicker
Take advantage
of (public) cloud scale
and economics
Business agility
and flexibility
Fast & predictable
response to change, and
zero downtime
Business demands …

3. Modern Service Management ©
A lens, intended to focus ITSM experts
around the globe on the most
important outcomes that evolve our
customers from legacy, traditional IT
models toward easier, more efficient,
cost effective and agile service
structures
Microsoft ©

4. IT Department
Traditional Enterprise Modern Enterprise
IT as intermediaries for
service-strategy, design,
transition & operation
IT as partner
(Cloud Competency
Center, Setup
BizDevOps / Azure
Foundation)
IT as broker
(remaining IT functions
like procurement, billing,
compliance)
Developers & functional
application owners
BizDevOps teams
Business Unit
Service Consumer
Hosting/Cloud
Provider
Modern Service Management applied to IT’s
position in the modern enterprise

5. DNA Intermediation Disintermediation
Service Delivery Wave Based Continuous-Iteration Based
Service Stability Design for Success (HA/Redundant) Design for Failure (Resilient)
Delegation Levels IT Silos End-to-End Services
Processes In Documents, Optimized, Redesigned
Self Service, Knowledge, Low Friction,
Automated
Automation Isolated, Manually Initiated Systemic, Triggered, Automatic
Monitoring Element, Fault Focused Service, End-to-End-Capability Focused
Support Service Desk / Contact Center Customer Care / Self Service
Lifecycle N-1 or Older N, N+1
Configuration / Asset Management Discovered / Manual Configuration Prescribed, Declarative, Automated
Traditional IT Modern IT
Modern Service Management transformation

7. Burning House,
Burning Cash or
Burning
Something…
Engage Business, IT, Dev and
Operations together
Develop/Define Target end State
Transition People,
process and technology
to provide the outcome
Recognize that
you have a
tactical problem,
yet a strategic
opportunity
Establish Adoption &
Change Management
(ACM) Cadence
Modernize
Development /
Operations &
ITSM Tools
Evolve
Development &
Deployment
patterns
Identify, train
& prepare
Identify/select monitoring
& automation hooks in
apps
Plan & Enable
Automated
Service
Provisioning
Identify current process
modifications and gaps
Implement changes
to processes (always
reductive)
Provide role
transition support
Transition workloads to
operate “as a service”
Identify initial
services/apps for
Azure
Modern Service Management Journey Map

8. Lack of collaboration between
Dev and Ops teams and
unclear accountabilities
IT Staff not Customer Obsessed
lacking Service Provider
perspective
Little to no awareness, knowledge,
experience and readiness to manage
and operate modern, cloud enabled
services
High-service delivery lead time &
over/ under provisioned resources
Highly integrated/interdependent
infrastructure with no end-to-end
ownership of a service
Configuration Drift due to deficiencies in
ITSM process implementation &
execution
#1 Recognize you have a problem (opportunity)

9. Establish the
nature of the
change
Explain the need
for change
Identify risks of
not changing
Identify benefits
for stakeholders
A personal choice
A decision to
engage and
participate
Understanding how
to change
Training on new
processes and tools
Learning new skills
Demonstrated
capability to
implement the
change
Achievement of the
desired change in
performance and
behaviour
Actions that
increase the
likelihood that a
change will be
continued
Recognition and
rewards that
sustain the change
#2 Establish Adoption & Change Management (ACM)
Awareness Desire Knowledge Ability Reinforcement
Objective:
“I understand why…”
Objective:
“I have decided
to…”
Objective:
“I know how to…”
Objective:
“I am able to…”
Objective:
“I will continue
to…”

10. Application or Services
ServiceInfrastructure
Web sites Web sites Applications Email SharePoint Active
Directory
Virtual machines Virtual machines
NetworkStorageService busDatabaseDatabase Storage Network
v
Public cloud (Azure / AWS)Hypervisor (EsXi / hyper-v)
#3 Identify initial services/apps for the cloud

11. #4 Identify/upgrade modern Dev/Ops/ITSM tools
Service Lifecycle
Service
Strategy
Service
Design &
Build
Service
Transition
Service Operations
(Improvement)
Retirement

12. Service
Strategy
Service
Design &
Build
Service
Transition
Service Operations
(Improvement)
Retirement
Overlay the Microsoft DevOps
approach over IT service
management service lifecycle
model
Use tools that easily integrate
across the release pipeline and
the service lifecycle
Create a complete end-to-end
DevOps toolchain that
incorporates design,
development/build, test,
production, and customer care
Develop
& Test
Idea to working software
Implement Monitor
Define
Ideation
Measure
Learnings from production
Operate
Working software to
business outcomes
Author
Tester
Developer
Operator
Deployer
Value opportunities
Release Management
Team
#4 Identify/upgrade modern Dev/Ops/ITSM tools
Service Lifecycle

13. #5 Plan & enable automated service provisioning
Governance of defined manual processes
(Traditional)
Governance on fully automated processes
(Cloud)

14. Enable/SupportEnforce/Control
Controlled & central responsibility Freedom & delegated responsibility
#6 Evolve development & deployment patterns

15. #7 Identify, train, prepare

16. #8 Identify/select monitoring & automation hooks

17. Existing Recommended Practice
• Business Model
• Predefined Roles & Responsibilities
• Required Processes
• Governance recommendations
• Health model
• Daily Operations
Existing customer
process/organization
• Existing employees transition to new
roles
• Training on the job for team
• Changing organization (governance
& dependencies)
New Cloud Service &
Organization Operate as
Bimodal IT
Blueprint describing:
• Dedicated Organization
• Accountabilities for the new service
Different organization due to:
• New Roles & responsibilities
• New delegation / dependencies
Think Big Start Small
#9 Identify current process models and gaps

18. #10 Provide role transition support

19. Existing Recommended Practice
• Business Model
• Predefined Roles & Responsibilities
• Required Processes
• Governance recommendations
• Health model
• Daily Operations
Existing customer
process/organization
• Existing employees transition to new
roles
• Training on the job for team
• Changing organization (governance
& dependencies)
New Cloud Service &
Organization Operate as
Bimodal IT
Blueprint describing:
• Dedicated Organization
• Accountabilities for the new service
Different organization due to:
• New Roles & responsibilities
• New delegation / dependencies
Think Big Start Small
#11 Implement changes to processes

20. Existing Recommended Practice
• Business Model
• Predefined Roles & Responsibilities
• Required Processes
• Governance recommendations
• Health model
• Daily Operations
Existing customer
process/organization
• Existing employees transition to new
roles
• Training on the job for team
• Changing organization (governance
& dependencies)
New Cloud Service &
Organization Operate as
Bimodal IT
Blueprint describing:
• Dedicated Organization
• Accountabilities for the new service
Different organization due to:
• New Roles & responsibilities
• New delegation / dependencies
Think Big Start Small
#12 Transition workloads to operate “as a service”

21. Resources for Modern
Service Management
Modern Service Management
Whitepaper
https://azure.microsoft.com/en-
us/resources/msm-for-azure/
Channel 9 Modern Service
Management
https://channel9.msdn.com/blogs/Moder
n-Service-Management

22. Questions, Feedback
@mkathleenwilson
http://www.microsoft.com/en-us/microsoftservices/datacenter_services.aspx
For Microsoft Service Offerings for Cloud Operations visit
https://www.linkedin.com/in/mkwilson/