This presentation leverages the presenter's experience working with the major cloud vendors on their respective managed service programmes. This provides a unique insight into the service desk operations and tooling being utilized within a range of leading-edge organisations.
The topics covered are:
- How to manage your workloads with next-gen monitoring & AI: What changes with the deployment of serverless & microservices and what are the impacts of accessing the workloads in a multi-cloud environment through a Cloud Management Portal.
- How automation and DevOps enables: self-service, compliance, security governance, API integration, and implementation of standard processes such as patching.
- Remote working: internally and externally managing customers that are also remote, the skills and tools that enable employees & organisations to provide quality services.
- Security: embedded in design and operations from day zero, real time compliance, granular role-based access, and use of AI to identify anomalies,
- Cloud based working brings a range of new commercial models, covering the purchase, operation, and optimisation of cloud services. This includes the evolution of the service levels agreement.
- Vendor based tools are catching up with the third-party vendors. How do you take advantage of these options that often provide some cost benefits.
The key learning points will be:
- Insight into the adoption of automation within service desk operations.
- Examples of the best practice in the use of next generation monitoring tools and the value created.
- Overview of the leading tools being used to enhance service desk operations
- Where cloud security sits within the service desk operations and why it’s critical to embed security from day one of the design.
- The applications being used to enable successful remote service desk operations in the current pandemic.