Transforming Your Business Operations Team for Cloud As you migrate to the cloud your operations structure and practices evolve. Putting aside the technology, as a business owner how does this impact you? This session will highlight how automation and cloud operations models affect the way your business operates. You will learn from our shared customer stories, get a quick change management 101 for cloud operations and understand how Amazon Managed Services could allow you to focus more on delighting your customers. Louise Stigwood, Enterprise Sales Manager, Amazon Web Services

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Louise Stigwood
Amazon Web Services
Transforming Your Business
Operations Team for Cloud

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Key Messages
1. Unlocking business value – what is the value you
want and what does it deliver – just saving money by
moving to the cloud isn’t just enough
2. Understand the different ways of working
3. Change management is critical

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What Is A Cloud Operating Model

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Extract value from AWS
through a range of use cases
Meet compliance and
performance requirements
Support the needs of wider
strategic functions
Provide Strategic Policy Provide enabling services to
cloud teams
Deliver services on AWS to
meet Use Cases
Strategic
Management
Service
Enablement
Service
Propositions
Tactical Use
Cases
Strategic Components Tactical Components

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It’s Not About The Tech

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50%
30%
15%
5%
Cloud Benefit Statement
1 2 3 4
While the Infrastructure related cost savings are typically more than enough to
justify moving to AWS, the business benefits can, over time dwarf these savings.
The AWS Value Proposition Is Much
More Than Just Cost Savings

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50%
30%
15%
5%
Cloud Benefit Statement
1 2 3 4
While the Infrastructure related cost savings are typically more than enough to
justify moving to AWS, the business benefits can, over time dwarf these savings.
The AWS Value Proposition Is Much
More Than Just Cost Savings
The value proposition
will evolve over time as
the organisation’s Cloud
capabilities mature

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10%
25%
20%
45%
Cloud Benefit Statement
1 2 3 4
The AWS Value Proposition Is Much
More Than Just Cost Savings
The value proposition
will evolve over time as
the organisation’s Cloud
capabilities mature
While the Infrastructure related cost savings are typically more than enough to
justify moving to AWS, the business benefits can, over time dwarf these savings.

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How To Build A Cloud Operating Model

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Why Have A COM
Enable Innovation
Allow Scale
Provide Standardisation
Manage Risk
Delivery Speed

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Basic Principles
Strategic
Management
Service
Enablement
Service
Propositions
Use Cases
Service Outcomes -
‘What’ not ‘How’
Central Enablement
of a market place of
Service Propositions
Drive Accountability
to the edge
Start with the
Customer and work
backwards
Your Cloud Platform is
a constantly changing
product
Automation of
Shared Services is
king
Agility is derived from
self-management of
propositions
Your consumers are
not a homogenous
group
Trust and Verify Service Propositions
should be platform
specific
User’s needs are
constantly changing
Do not abstract
Platforms
If Users think it sucks,
then it sucks

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AWS Managed Services

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Rationale For Separate Cloud Team
Seize opportunities within the new team
• Agile approach (e.g. Kanban etc.)
• Embrace DevSecOps practices
• Infrastructure as code
• Explore new tools and techniques
• Automate as much as possible
• Develop Best Practices specific to your Business and
enable the wider organisation

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Cloud Team Considerations…
How many people do I need?
Can be as small as 2-3 FTEs.
If internal resources don’t exist, consider AWS partners and AMS
What level of managed services will the Cloud Team provide?
Two options:
1. The Cloud Team is a broker of cloud services. The Cloud Consumer knows about AWS and uses AWS
The Cloud Team provides relatively little support, basically enables the org to use AWS. This is a
common approach as it is simple.
2. The Cloud Team is a strict managed services center. The end user has no direct visibility of or
interaction with AWS. Applicable for existing IT operating models that cannot be changed soon
Both extremes …and points in the middle are possible
Thin layer
offering AWS
Services
Strict Managed
Service

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Change Management 101

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What Is Culture?
• Culture is the “software of the mind.” It is the core
logic that organises people’s behavior.
• The culture reflects the lessons learned that are
important enough to pass on to the next generation.
• Values, beliefs, and practices that have been
developed and reinforced over time.
Culture is “the way we do things around here.”

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Cultural Trends We Are Seeing
Moving from
• Failure is not an option
• Command-and-control
• Silos “throw it over the wall”
• Build/deploy in place
• Long due diligence
• Standardisation
• Talent outsourcing
Moving toward
Learning (start small, experiment, and iterate)
Decentralised ownership (guardrails via cloud CoE)
DevOps and cross-functional teams
Automate: Infra-as-code, redeploy every time
Adopt early and often
Reference architecture, no religion, few standards
Talent insourcing/niche partnering

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Amazon’s Culture: Leadership Principles
1. Customer Obsession
2. Ownership
3. Invent & Simplify
4. Are Right A Lot
5. Learn and Be Curious
6. Hire & Develop the Best
7. Insist on the Highest Standards
8. Think Big
9. Bias for Action
10. Frugality
11. Earn Trust
12. Dive Deep
13. Have Backbone Disagree &
Commit
14. Deliver Results

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How To Influence Cultural Change
Identify desired
attitudes and
behaviours for
successful cloud
adoption
Communicate
attitudes and
behaviours
Align explicit and
implicit reward
system
Align hiring, training
and incentive
practices

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Cloud Transformation Challenges
When it comes to cloud adoption, the
biggest challenge isn’t technology — it’s
the people and processes that must
change and adapt.”
People and processes
“ 13 Biggest Challenges
When Moving Your
Business To The Cloud
- June 2017 article

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Common Failure Points
“70% of unsupported change
efforts fail to achieve their
intended outcomes.” *
* Based on the books and articles by John P. Kotter, 2012 Harvard Business School Publishing

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Common Failure Points
* Based on Prosci Best Practices in Change Management – 2016 Edition
• Lack of active, visible sponsorship
• Insufficient change management resourcing
• Lack of buy-in from project teams
• Manager and supervisor resistance
• Employee resistance
Top obstacles to change success *

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A Case for Organisational Change Management
“Applying tools and processes to the
people side of change, to transition
from a current state to a future state to
successfully achieve a particular
outcome.” *
*Change Management; The People Side of Change, Hiatt & Creasey, 2012

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Change Management: Key Tenets
Key tenets to recognise
when considering
change management:
1. Change management is an enabling
framework for the people side of change.
2. Organisational change requires
individual/personal change.
3. The scope and type of change inform
the change management plan.
Expect reluctance and
resistance to change from
across the organisation:
1. Employee resistance to
change is the rule!
2. The RIGHT solution is NOT in and of
Itself enough to motivate employees.
3. Message conveyed ≠ message received.
Change occurs for a reason: The #1 purpose is to get to a better place.

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Focused mainly on
changing tool sets
Recognising Different Types of Change
Focused on changing
tool sets & skill sets
Focused on changing
tool sets, skill sets, &
mindsets
Improvement Transitional Transformational

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• Change communication
• Change management
• Project management
• Training
• Change leadership
Solution Drivers
• Change communication
• Change management
• Project management
• Training
• Change leadership
• Process design
• Change communication
• Change leadership style
• Leadership alignment and
sponsor plan
• Overall change management
strategy and plan
• Training and orientation
• Organisation design
• HR strategy and support
Adopted from: Linda Ackerman Anderson & Dean Anderson
Improvement Transitional Transformational

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A Structured Change Management Approach
To Accelerate Your Cloud Transformation
1.Mobilise team
2.Align leaders
This change is critical
and will succeed!
We are all leaders of
this change!
3.Envision the future
4.Engage the organisation
This is the vision,
where we are going!
This is how we get
there together!
5.Enable capacity
6.Make it stick
This is how we make
it happen!
Are we where we
want to be?

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Best Practice: Change Leadership
Through a CCoE
Business Application Services
OperationsInfrastructure Security
Cloud Engineering
Enterprise
Architecture
Governance
Training and
Engagement
Cloud Business Office
Organisational
Change
Management
Finance

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Best Practice: Define Your Desired
Operating Models
• Realise your operating model(s) will change, and be
intentional about where your organisation wants to land
• Most companies will have multiple operating models
Operating model evolution
OpsDesign
Cloud
Engineering
Dev Team /
COTS
Infra
Apps
OpsDesign
DevOps
Cloud
Engineering
Infra
Apps
MSP
MSP

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Best Practice: Evolution Of Roles
Early in your journey, define how IT roles and duties will evolve
Duties Cloud Infrastructure Role Application Role
Design/validate/expand solution-independent
architectures and requirements
Cloud Enterprise Architect Cloud Enterprise Architect
Design/validate/expand solution-dependent architectures
and requirements
Cloud Infrastructure Architect Cloud Application Architect
Build the infrastructure/application Cloud Operations Engineer Application Developer
Specify security requirements Cloud Security Architect Cloud Security Architect
Manage, monitor, and enforce security Security Operations Security Operations
Build and manage fast and scalable workflows DevOps Engineer DevOps Engineer
Design and build automation solutions DevOps Engineer DevOps Engineer
Perform cost coding and cost optimisation Financial Manager Financial Manager
Manage operational teams Program Manager Program Manager

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Standard AWS Service offering
AWS Technical Account Manager (Enterprise Support)
AWS Reference Architecture Material
AWS Enterprise Account Manager
AWS Solution Architects
AWS Training & Certification program
AWS Professional Services
AWS Partner Network
AWS Managed Services
Areas Where AWS Can Help You

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Call to Action
Analyse
Ask
Action

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Further Reading
AWS Whitepapers : https://aws.amazon.com/whitepapers/
AWS Professional Services : https://aws.amazon.com/professional-
services/CAF/
https://aws.amazon.com/migration-acceleration-program/
Avoid the stall : https://www.youtube.com/watch?v=dU3gFDcsZOw
See how AMS can help : https://aws.amazon.com/managed-services/

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Thank You