Overview
“The process and the players have changed; we adapt to succeed”
The number of service providers for which support needs to be set up increases in a (multi-)cloud environment. Some providers have extensive support options and packages, other providers do not. DevOps engineers should have (direct) access to the support they need to operate their cloud solutions and should be able to initiate support calls autonomously. Think of how and where they should log priority 1 or 2 incidents and changes for example. Be aware that second- and third-line engineers are no longer able to cover the variety of support issues raised. Who monitors tickets and who escalates tickets, when necessary, outside of the regular process? The number of suppliers will multiply with the adoption of SaaS.?
Organisations need to deal with these changing dynamics.?
Information on contracts and the support details, should be made available. Based on this information, support channels can be provisioned. Which support channels are used, depends on the services a team uses. So, make sure everyone understands what is relevant to them. Adapt support processes if needed and embed them within the teams. There is a learning curve. Note that the CCoE helps with setting up vendor support but they should not become involved in the operational execution of the process. ?
As part of provisioning new support channels, make sure to include other resources along with traditional tickets and phone calls such as Online Help pages, FAQs, Community Forums and live chats. In some cases, support even extends to architecture reviews, deep dive training, live sessions etc, and can be very valuable. ?
Aside from the process and external information, an internal knowledge base with noted solutions and useful information has proven to be helpful.?
Pro tip: make sure that the CSP’s ‘technical account managers’ are being utilised.
Activities checklist
Initial:
- Creating an overview of the need for support?
- Providing access to new sources of support information?
- Customising existing support routes for all relevant parties?
- Contracting and align the needed support with partners
Recurring:
- Informing users about changes with regards to support?
- Updating internal knowledge base
RASCI
| cloud consultant | supporting | transformation consultant | |
| cloud architect | cloud partners | supporting | |
| cloud security specialist | DevOps team | ||
| cloud developer | business stakeholder | informed | |
| cloud engineer | architecture | ||
| cloud analyst | security | ||
| product owner CCoE | responsible | finance | |
| management | procurement | accountable |