Our Managed Services Team at ANS has always been built on traditional ITIL processes and it always worked, until we took on the cloud head on. As Head of Managed Services, it’s my job to ensure the team is heading in the right direction and we have tools going forward to deliver a best-in-class service. As the team and I began our cloud journey, we quickly realised that simply tracking changes and incidents wasn’t working for us anymore.
We wanted to aggregate all the information our tooling was feeding us through Cloud Health and Logic Monitor and it didn’t take long for our Chief Architect, Jamie Sinclair to join forces with Melissa Johnson, Service Delivery Manager of Digital and Cloud, to produce something we’d never done before.
Enter Cloud Score.
Cloud Score is the best way to visualise the health of your cloud environment, we developed the concept that scores the health of a customers’ assets in the cloud, as part of our Managed Service offerings.
So how does Cloud Score actually work? Let me take you through some of its features…
Our Managed Cloud works by understanding the application our customer is using within the cloud. Whether that application is cloud-native or not, we will still onboard it and monitor it to deliver runbooks and outcomes.
As we onboard applications into the cloud, we will evaluate their architecture, and score it based on a number of factors, some I’ve listed below. Obviously, we all want our score to be at 100, but cloud is forever moving and is so dynamic, it’s not easy to get that score to 100.
To deliver our service effectively, all our customers’ assets in the cloud must be tagged and all applications have their own tagging profile. For example, an application will be tagged based on how critical it is to the business and we’ll also tag the owner of that application so we know who to contact. We want their service to run as smoothly as possible, so assets must be tagged otherwise the score goes down – and no one wants that.
ANS is responsible for ensuring our customers are always ahead of the curve when it comes to technology for their business. Whenever our partners, whether that be Microsoft or AWS, release a new instance that can run their application better, it’s our job to let them know and improve the service.
Resource use times
The great thing about Cloud is you effectively ‘pay per minute’ for every time a server is in use. Cloud Score allows us to identify some areas where resources can be shut down to save money and increase efficiency. We want our customer to utilise their resources effectively, which means shutting some down when not in use.
Cloud Score may help customers visualise the health of their cloud environment through technology, but it’s our DevOps team that will look at the application architecture. From architectural advice, to security recommendations, we offer real, human advice to our customers to help them get the most out of our Managed Service.
ANS GLASS is our instant and real-time service management portal. Cloud Score will be available in ANS GLASS in the recommendations section. We recommend, we fix it, or you fix it – that’s the beauty of our co-managed cloud.
So effectively, we’ve built an ITIL framework and put it into the cloud. Which might seem a bit strange, that’s why we’ve made it as easy as possible for our customers by keeping the change processes in place. We present the recommendations in a change format, from there, the customer can go into GLASS to approve or reject these changes. We schedule it, we deliver, the score goes up. Simple.
I know what you’re thinking, will this work for my organisation? Cloud Score is adapted to work no matter what your preference is. Take customer A who likes ITIL focussed processes but is taking the plunge and moving to the cloud, our recommendation process still produces a point in time report, providing documentation of the changes that they can reference at any time.
On the other side we have customer B, a born in the cloud, agile customer. Once we recommend the change, either our team can complete it for them, or their own in-house developers can fix it themselves and that change will automatically take place. Customers can even request one of our DevOps engineers to work collaboratively with their own developers to get the job done.
When we showed Cloud Score to our customers, they loved it and offered us some great feedback. Here’s what Chris Macangus, Head of Commercial at Sorted.com had to say:
“When ANS presented the concept to us we were really impressed. Cloud is so fast-pace these days and it can be hard to keep up. Cloud Score offers us vital insights into how healthy our cloud environment could and should be.”
Cloud Score demonstrates the amazing work done by our talented team and I’m so proud to lead a team that has come so far over the years.
Not only have we enhanced the way we deliver our Managed Service, the team has gone through a huge transformation also. Our Service Management team has always worked as one function but, in order for us to laser focus on our cloud & digital services and connectivity services, we spun off a new team called Customer Success that totally focuses on cloud and digital services.
The new team has been a huge success which led us to split not just the service management team but also Managed Services as a whole moving SM and Technical under one umbrella for both Connectivity and Cloud & Digital verticals.
Look out for more exciting changes to our managed services team soon.
Posted by Steve Breen