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Contributors
- Joe Bajek, Director, Centura Health
- Chuck Nicholson, Director & ESO, Ultimate Software Group
- Parshuram Limaye, Senior Manager, Ultimate Software Group
- Mike Babin, Director, IITS at Concordia University
- One anonymous contributor
Your Challenge
- Infrastructure and operations teams are managing deployments on- and off-premises, and across multiple infrastructure services providers.
- Though automation tools speed up the delivery process, documentation is always pushed off so the team can meet urgent deadlines.
- Without documented delivery processes, wait times are longer, controls are adequate but ad hoc, builds are non-standard, and errors are more likely to be introduced in production.
Our Advice
Critical Insight
- Prioritize in-demand services to add to the playbook. Pilot a few services to get value from the project quickly.
- Do not get lost in automation or tooling. You do not need a complex tool or back-end automation to get value from this project.
- Learn, then iterate. With a few completed service processes, it is much easier to identify opportunities for service automation.
Impact and Result
- Prioritize in-demand services for documentation and standardization.
- Build service workflows and document service requirements in the services playbook.
- Create a costing model and track costs to deliver defined services.
- Leverage data on costs and service requirements to improve service delivery.
Guided Implementations
This guided implementation is a five call advisory process.
Guided Implementation #1 - Prioritize services
Call #1 - Review your goals. Identify services and the methodology for building a playbook.
Call #2 - Consolidate and prioritize services for documentation.
Guided Implementation #2 - Create service workflows
Call #1 - Create service workflows in Visio.
Guided Implementation #3 - Build the Playbook and Rate Sheet
Call #1 - Build the Infrastructure Services Playbook.
Call #2 - Build the Infrastructure Service Rate Sheet.
Book Your Workshop
Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
Module 1: Define and Prioritize Infrastructure Services
The Purpose
Define and prioritize infrastructure services.
Key Benefits Achieved
Identify candidate services for the Playbook.
Activities
Outputs
Define the services you own.
- Affinity map of infrastructure services
Prioritize infrastructure services.
- Service pain points and root causes
- A list of high-demand infrastructure services
Module 2: Build the Infrastructure Services Playbook
The Purpose
Build workflows and an infrastructure services playbook.
Key Benefits Achieved
Produce a draft infrastructure services playbook.
Activities
Outputs
Design workflow for service delivery.
- Documented service workflows
Add steps and requirements to the Services Playbook.
- Infrastructure Services Playbook
Module 3: Identify Costs and Mature Service Delivery Capabilities
The Purpose
- Identify costs and mature service delivery capabilities.
Key Benefits Achieved
- Build an infrastructure service rate sheet.
- Define next steps for infrastructure service capabilities.
Activities
Outputs
Optimize infrastructure cost estimates.
- Service Rate Sheet
Mature your I&O organization into a service broker.
- Master list of infrastructure services
- Action plan for Playbook implementation