And using the state of current maturity to “redesign operations” that can provide a “singular quality of service”. This redesigned operational framework known as Managed Integration Services Framework will use several techniques from structured data analytics to textual analytics, from several different sources, like ticket data, application support data, QA and
Testing data, architecture documents to derive the “AS IS ISM (integrated services maturity) of the environment”. Some of the areas to look for would be:
- ITIL/ITSM integration to the CI/CD combined with Mean time to debug demonstrated in the Time to release
- Service capacity, availability, performance reflecting in the business service MTTR, MTBF
- Business service-oriented POD (platform of delivery) that can be seen in reduction of hops and being predictive and proactive which reflects in avoidance vs. incident.
- Vertical vs. horizontal application architectures mostly seen in the adoption of cloud, both public and private, based on how cloud-native they are.
- Existing skills in the operations that are in the form of full stack, infrastructure as code, reliability engineering skills.
- Operational alignment in application workload influencing infrastructure and vice versa reflecting clearly in the ticket data.
The gaps in the above areas, combined with the organizational change appetite are then used to define a set of “Integrated transformation programs” combined with an application or business unit specific approach for incremental business service outcomes defined at the beginning, through structured as well as simultaneous changes in the machine, method, and model. This is illustrated in the diagram below.