Transform IT Operations & Management

Brent Jaye VP, Amazon Web Services Support

AWS Support is focused on bringing Amazon retail customer obsession to enterprise IT!

Current Sites

Remote TAMs

Our Organisation has people around the world to get very close to our Customers

(Subset of Customers Listed)

We’ve Worked Closely with our Enterprise Support Customers to Develop Cloud Centric Best Practices

TA in the Management

Console

2011 2013

Support for Health Checks

“Developer” and “Enterprise” Products

Third Party Software Support

Trusted Advisor

Event Management Product (e.g. Super Bowls, Olympics)

Japanese Language Support

Support APIs & Trusted Advisor APIs

Trusted Advisor Suppress & New UI

TA Website

Online Sign Up

TA Notifications

AWS China Support

2012 2014

TA for Everyone

Prod

uct R

eleas

e Ca

lenda

r “Amazon staffs up to give Trusted Advisor

more powers”

By Barb Darrow

AWS Support has built a Software Development Competency to Innovate with Software Engineers

•  Reactive: Industry standard troubleshooting •  Proactive:

–  Help getting started on AWS –  Trusted Advisor - Recommendations to save money, improve

security, performance & availability –  Guidance on Implementing architectural best practices –  Help in Integrating new AWS features (~300 releases in 2014) –  Infrastructure Event Management – Scaling Event Playbook

Cloud Practice #1: Take Advantage of Proactive Enterprise Support Services

“AWS Enterprise Support understands our business and our goals—the Technical Account Manager (TAM) and AWS Support team do a great job of keeping us

abreast of what changes to expect. !They’ve helped us with everything from designing an

AWS-friendly architecture support for our backup service to troubleshooting why an instance doesn’t

operate the way we expect it to.”

- James Pratt, Senior Director and Head of Connected Services, HTC

•  Cost, Security, Availability, and Performance Checks

•  Over 1.7 Million recommendations •  More than $300M in estimated

cost savings •  Enroll in Automatic Notifications

“Enterprises used to spend big bucks on consultants to optimize their IT. Now there is AWS Trusted Advisor” - @mrjain

Cloud Practice #2: Review your Trusted Advisor Results on a Regular Cadence, Even in Dev & Test

Trusted Advisor has assisted us in bringing down our monthly bill by over

20% in just two months … also optimise performance, improve

availability and security of our AWS infrastructure.

We are using AWS Trusted Advisor to improve the efficiency of the cost, and to audit the configurations of service

platform.

•  Apply advanced analytics and reporting on Best Practice Insights

•  Automate Assignment of Action Items

•  Use Existing Ticketing Systems, Reporting, Workflows, and Federated Access

Cloud Practice #3: Integrate Case Management and Best Practice Insights into Existing Management Tools with Support API’s

“We have recently started leveraging the Trusted

Advisor APIs to pull information and

generate 100s reports to push out to our teams/

accounts on a weekly basis.

… integrated Trusted Advisor’s recommendations into their application via the

AWS Support API. Customers are alerted when

any threshold or material change occurs.

•  Designed for short-term tactical engagements •  Public campaign, product launch, marketing event •  Seasonal usage spikes

•  Assigns dedicated and senior support resources •  Engagement starts with discovery, moves to planning and execution,

and ends with a review •  Included with Enterprise Support, but can be purchased as needed for

Business Support customers

Cloud Practice #4: Leverage our Infrastructure Event Management Product to Handle Large Scaling Events

Prior to the landing, JPL engaged the AWS Support and their Infrastructure and Event Management (IEM)

program to review software architectures, available

capacity and operational practices

… on our A-level results day and confirmation and

clearing day, we were able to have a team of AWS

specialists on site and therefore it gave us a high level of assurance that if there were any issues we

would be able to tackle those very quickly.

A large contributor to the success of Shazam’s Super Bowl event was the work done beforehand with the help of AWS Enterprise

Support.

… the support team provided real-time assistance, ensuring our application would scale to meet the anticipated demand of the

event. . .

Customer Illustration: Super Bowls, Mars Rover Landings and College Enrollment to Name a Few

•  Reduce complexity of getting started on AWS by creating standard templates for common Enterprise workloads

•  Adhere to Best Practices such as multi-AZ, standardised AMIs, enforced tagging schemas for improved reporting, isolation via VPC for increased security, and reduced variability

Amazon Web Services Platform Overview

AWS  Global  Infrastructure

Region

ap-southeast-2Availability Zones

AWS Points of Presence

Core  ServicesAmazon

EC2Amazon

EBSAmazon

S3Amazon Glacier

Amazon VPC

Elastic Load Balancing Amazon

RDS DynamoDB Amazon ElastiCache

Amazon Redshift

Application  Services

Amazon SES

Amazon SQS

Amazon SNS

Amazon SWF

AWS Services

Shared Cloud Services DNS NTP

Deployment  &  Management

Provisioning

AWS CloudFormation

AWS OpsWorks

IAM

MFA

MFA token

Security Monitoring

AWS CloudTrail

Amazon CloudWatch

Service  Catalog  &  ITSM

Enterprise  Cloud  Landscapes

Automation

Enterprise  Management  Tool

Cloud Practice #5: Work with AWS Enterprise Support to develop best practice Application Deployment Templates

•  Continue Enhancing TA: Customised Rules, Use of Tagging, Inline Actions, Enterprise Account Aggregation & further Best Practice Checks

•  Real time Incident Identification, Communication & Remediation with comprehensive messaging

•  Streamline and Integrate Management Interfaces •  Build out an Automation Layer •  Provide me with more Enterprise Reporting

Clear Trends are Emerging from Customers in the IT Operations and Management Space

AWS Enterprise Summit

@AWS_UKI

#AWSSummit