Core Operations

When adapting this process for the cloud we have to take into account that the flow of event data will change, monitoring tooling will change and service chains will look differently. To make things even more complex an MSP might be introduced into the service chain, or if you already had one perhaps a new one will be selected.

Monitoring tooling will change and service chains will look differently.

And let’s not forget that not all cloud providers offer a (live) Service Desk. See Gateway to Vendor Support to read more on that last one. 

The concern here is not with changing the entire process. A mature process should be able to handle the changes. Therefore it is important to evaluate process maturity and determine what changes need to be made to ‘Run in Control’. 

If you are contracting an MSP or introducing a new one than creating a detailed overview of responsibilities during the transitional phase is a very important item on your to-do list.

To read more about monitoring read on here

Important activities for governance are communicating about RACI models for future and transitional modes of operation. Report on the maturity gap and activities related to improving it  up to ‘Run in Control’ level. And allow for specific changes in the process if the situation calls for it through a dispensation route.

The CCoE supports the organization in designing the optimal configuration of tooling or services. Helps with determining the impact of service component failure(s) in the cloud. Designs the tooling platform for the use of programmatic interfaces (API’s) for event monitoring. 

The CCoE supports the organization in designing the optimal configuration of tooling or services.

Process or Activity

The CCoE supports the organization in designing the optimal configuration of tooling or services. Designs the tooling platform for the use of programmatic interfaces (API’s) for event monitoring.  

Demarcation of Responsibilities

  • Determine who is responsible for full-stack monitoring.

  • Determine who is responsible for monitoring cloud services.

  • Determine who is responsible for the entire service.

To Do List

  • Create flowchart that shows who is responsible when and who can be consulted and during which period.

  • Set up a provider dashboard for Support team.

  • Train Support team to estimate impact of Cloud service disruptions.

  • Create a RACI model for the support organization during the transition.

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