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Infrastructure & Operational MaturityAnd Why You Should Care
Kerrie Meyler, MVPnetworkworld.com/author/kerrie-meyler/
John Joyner, MVPopsmgrunleashed.wordpress.com/
#MMSMOA
@kerriemeyler
Independent Consultant
MOM 2000, SMS 2.0
System Center Unleashed series
MVP since 2008
Kerrie Meyler
#MMSMOA
@john_joyner
Director, Product Development
MVP since 2007
ClearPointe
Little Rock, Arkansas, USA
John Joyner
430.36
Infrastructure & Operational (I&O) Maturity Defined
… an organization’s capability to take on new challenges
Life without I&O Maturity – IT Chaos
A Day in the Life of IT Chaos
• Your personal version of Groundhog Day – the same emergencies keep happening• The CEO tells you email is down• Your last vacation was a trip from desktop to desktop installing Office 2013• Someone just updated production at 9 am … surprise!• Half your computers won’t upgrade to Windows 10 because they don’t have enough RAM … another surprise• All the troubleshooting information is in your head … only• Your company wants to outsource IT … no surprise
Chaos = just trying to survive
IT Chaos – Fighting Fires
Operational Maturity Models
Operational Maturity Models
• Gartner’s IT Infrastructure and Operations Maturity Model
• Microsoft’s Infrastructure and Optimization Model
• ….
Operational MaturityGartner’s IT Infrastructure and Operations Maturity Model
The World According to Gartner
The World According to Gartner
Six overall levels of I&O Maturity:• Level 0: Survival• Level 1: Awareness• Level 2: Committed• Level 3: Proactive• Level 4: Service-Aligned• Level 5: Business Partnership
Business Management: people, processes, and technology are driven and constrained by the ways in which they are managed
Level 0: Survival
Little or no focus on IT infrastructure or operations
• People: No organizational focus on IT I&O• Process: No formal processes for IT I&O• Technology: No formal strategy or
execution on technical investments
• Business Management: No formal IT business management functions
Level 1: Awareness
Realization that I&O is critical to the business, beginning to take action to gain operational control & visibility
• People: Defined, technology-centric organization for IT I&O• Process: Ad hoc, awareness that processes
are necessary, dependency on tools to implement existing processes• Technology: Basic management tools; no
formal infrastructure hardware or software standards
• Business Management: Minimal, outside of budgeting
Level 2: Committed
Moving to a managed environment
• People: Technology-centric organization, investment in IT service desk function and staff• Process: Defined processes for IT service
support and project management• Technology: IT support and project-related
management tools, desktop HW/SW standards defined, beginning infrastructure standardization/rationalization
• Business Management: Project management office
Level 3: Proactive
Gaining efficiencies and service quality through standardization, policy development, governance structures, and implementing proactive cross-departmental processes such as change and release management
• People: Process-centric organization, defined governance structure• Process: Repeatable and individually automated,
focus on IT service delivery-related IT processes• Technology: Formal infrastructure standards &
domain-centric management tools, virtualization foundation in place
• Business Management: Financial management, formal KPIs
Level 4: Service-Aligned
IT managed as a business – customer-focused, proven, competitive, and trusted IT service provider
• People: Customer & business-focused, IT service and delivery centric organization, formal governance• Process: Integrated, automated and extended
beyond I&O, focus on all service & business management processes• Technology: Formal IT management
process/tools architecture, shared services, aggregated capacity management
• Business Management: IT service cost metrics, competiveness
Level 5: Business Partnership
Trusted partner to the business for increasing the value and competitiveness of business processes, as well as the business as a whole
• People: Business optimization and entrepreneurial focused culture• Process: Dynamic optimization of IT services,
implementing processes fostering business innovation• Technology: Proactively promoting new
technologies and impact to business, real-time infrastructure
• Business Management: Business contribution metrics
Operational MaturityMicrosoft’s Infrastructure Optimization Model
The World According to Microsoft
Four Overall Levels of Optimization:• Level 1: Basic• Level 2: Standardized• Level 3: Rationalized• Level 4: Dynamic
Identify where you are and where you want to beUse best practices from ITIL to develop a plan
Microsoft’s Infrastructure/Optimization Model
• Categorizes the state of your IT infrastructure, describing the impacts on cost, security risks, and your ability to respond to changes
• Describes the techniques & steps to get to a higher level
• Based on Gartner’s model and provides a simple structure to evaluate the efficiency of core IT services, business productivity, and application platforms
Level 1: Basic
Reactionary, with much time spent fighting fires
• IT infrastructure is hard to control and expensive to manage• Manual processes• IT policies and standards nonexistent or not
enforced• Reactive mode• Manual methods for applying software
deployments and patches
Cost Center
Level 2: Standardized
Gaining control
•Using standards and policies to manage hardware clients and servers• Service management becomes a recognized concept
More Efficient Cost Center
Level 3: Rationalized
Enabling the Business
• Control of desktop and service management costs• Processes & policies are in place and
starting to play a large role in supporting and expanding the business• Proactive security, responding to threats
and challenges in a rapid and controlled manner
Looking Good
Level 4: Dynamic
Becoming a strategic asset
• Your IT infrastructure is helping run the business efficiently and stay ahead of competitors• Costs are fully controlled• Integration between users and data, clients
and servers, and the different departments and functions throughout your organization• IT processes are automated and incorporated
into the technology, allowing IT to be aligned and managed according to business needs
Trusted Partner
Why You Should Care
Why Should You Care
• Chaos versus IT Nirvana• Improved IT services• Agility with technology changes• Rapid ROI
•Now you can take a real vacation
What is Your Destination?
House of tails dogs charity
All donations go 100% to the charity#MMSGIVEBACK
Evaluations: Please provide session feedback by clicking the EVAL button in the scheduler app (also download slides). One lucky winner will receive a free ticket to the next MMS!Session Title: Infrastructure and Operational Maturity
Discuss…
Ask your questions-real world answers!Plenty of time to engage, share knowledge.
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