In the first post in this series, Service Monitoring as a Strategic Opportunity, one of the topics that we discussed was the need for a "Service Monitoring Service" that would act as the monitoring platform for all of the various application and service teams within the scope of our Service Management footprint.
In this second blog post, we will discuss a few foundational points and we will look at what the future for Service Management Service might look like in the era of the cloud. This blog is not intended to include an exhaustive list of features. We could write books on every point that is made in this post. I look forward to writing those books together with all of you - as an industry!
The goal of this series of posts is not to go deep into a single point. Rather, the goal is to give a simple, realistic, experience-based view on how to successfully prepare to deliver a world-class Service Monitoring Service that will support your company’s public and private cloud initiatives. Further, my intention is not to convince you of any particular point - I am confident that every reader could argue for or against every point that I make herein.
What is my goal with this blog series? Honestly, I will be happy if I inspire you to think critically, to plan deliberately and to act urgently because the landscape is changing very quickly. It is up to all of us to speak boldly about the real value of Service Management.
Here comes the cloud
With the onslaught of the cloud transformation in our industry, we are all thinking about the future. In the simplest of forms, the future will be one of three possible outcomes (or more likely, a blending of the three) for every organization:
Business Unit Consumption option: In this world, legacy IT will not be agile enough for the business. So business units will consume cloud services outside of IT’s influence. For example, a sales team might go their own way and start experimenting with a Customer Relationship Management (CRM) cloud solution with no involvement from IT. That CRM solution might quickly evolve into a mission critical business service. Service Management discipline will be an afterthought as the business units will rightly be focused on their mission and not on Service Management’s quality assurance.
Vital Business Functions will depend on Business Processes supported by Services just like today, but there will be limited internal accountability in the business for Service Management’s predictable outcomes. There will be very limited Service Management discipline for irreplaceable processes like IT Service Continuity Management. Business units will think they have outsourced the risk, but as all Service Management practitioners understand, one cannot outsource accountability.
In this version of the future, Service Monitoring would not be a consideration for most business units. With respect to Service Monitoring, in the rare cases where the business unit focused on Service Monitoring, we would see complete duplication of effort, and we would see disparate approaches amongst business units.
Application Team Proliferation option: In this world, the application teams will mobilize to support the business units, but legacy IT (or “operations”) will not be agile enough for the application teams as they support the fast-paced-needs of the business units.
In this model, the business units and the IT application teams will evolve and leave Service Management and operations behind. Specifically with respect to monitoring, if we Service Management folks fail to create a Service Monitoring Service that is widely adopted by the application/service teams, those teams will go their own way for monitoring. They will create their own tooling because their success depends on delivering applications and services. Service predictability and Service quality as delivered by mature Service Management processes and tools would not be a reality.
This version of the future will result in an unruly “mesh-like” Service Monitoring and Incident Management story for our organization. Duplicate investments would be the norm, and simple cross-team escalations would involve manual human interaction due to fully-disparate tooling. In this world, Major Incident Management, as an example, would be completely chaotic.
Evolved Service Management option: If IT Service Management evolves itself in a way to be attractive to the agile application teams, we would hope to maintain the positive outcomes of great Service Management for the benefit of our companies.
All Service Management processes should be our goal - we need to keep all of the processes in scope. Specifically with respect to Service Monitoring, when we succeed with the viral Service Monitoring Service that is the subject of this blog, our application teams will rush to consume our service. We will have a very predictable hub-and-spoke model for monitoring and for the subsequent Incident flows. Predictability will be our mantra. The Service Monitoring Service will continuously evolve in capabilities and quality as our organization matures even as we adopt and deliver the cloud.
More blog posts in the Building Service Monitoring as a Service with an Eye on the Cloud series
Read the first blog post from Carroll Moon, Service Monitoring as a Strategic Opportunity.
Read the third post, One Team - One Set of Service Management Objectives.
Read the fourth post Service Monitoring Service Outputs.
Read the fifth post Service Monitoring Service.
Read the sixth post Building Trust in the Service Monitoring Service.
Read the seventh post Making the Service Monitoring Service Viral.
Read the eighth post, Service Monitoring Application Development.
Read the ninth post, Monitoring Service Health.
Read the tenth post, Delivering the Service Monitoring Service.
Read the final post, The service monitoring service – rounding it all up.