Core Operations

Everyone is already very familiar with these activities. However, traditional tooling will often not suffice in monitoring cloud services. Another key point is that for Cloud a certain level of process maturity is required. Therefore it is of equal importance to determine process maturity ánd design and implement new tooling. 

The use of proprietary tooling , may complicate the exit-procedure.

When working with a managed service provider (MSP) who manages your cloud services, it is important to understand what tooling they use. The use of proprietary tooling is may complicate an exit-procedure. When vendor specific  instead of vendor agnostic tooling is used, adding a second cloud provider for a specific service may be costly and complicated. Make sure you are prepared, well informed and aware of possible consequences.

Infrastructure
In the cloud (IaaS/PaaS) suppliers collect monitoring data and avail that data to their customers. An agnostic tool is needed when multiple solutions are used to combine those different sources of monitoring data.

Runtime
Depending on your configurations runtime affects specific application components which need to be monitored.

Application
For application uptime and availability monitoring a third party tool is used.  Most likely the MSP will be selecting this tool on your behalf.
If this is the case, questions to ask the managing party are: 

  • How is the tooling configured? 
  • What are you monitoring? 
  • What will happen when underlying, 3rd party infrastructure is down impacting application availability?  
  • How is the infrastructure monitored? 
  • How does their tooling respond to external alerts? 
  • What is the course of action when infra alerts arrive?

Your managing party should be able to produce a flowchart to show they are in control of that part of the service chain for which they are responsible.

Your managing party should be able to produce a flowchart to show they are in control.

Process or Activity

The CCoE is responsible for automating monitoring tools. They design and configure Cloud supplier tools or multi-vendor tools. 
They also consult on the flow of alerts and triggers for the service management processes which depend on information from tooling. 

Demarcation of Responsibilities

  • Who is responsible for full-stack monitoring?

  • Who is responsible for the entire service? 

  • Global Infrastructure: Service desk estimates the impact of events. 

To Do List

  • Set up Global Infrastructure Dashboard for Service Desk.

  • Centralize monitoring and logging architecture.

  • Implement full-stack monitoring.

  • Analyze vendor best practices and integrate into monitoring.

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