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Com a mudança para a nuvem, a equipe de operações de TI recria o modelo de monitoramento da infraestrutura

Veja como a adoção de uma abordagem descentralizada para monitoramento capacita as equipes de TI e de aplicativo de negócios a agregar mais valor às suas funções.

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O desafio: adaptação a um modelo operacional de nuvem

Quando a equipe de Plataformas de Capacidade de Gerenciamento, parte dos CSEO (Serviços Principais e de Engenharia) da Microsoft, estava gerenciando a infraestrutura em um ambiente de alerta e monitoramento centralizado, o modelo era claro: ela fornecia um serviço autossuficiente que as equipes de aplicativo de negócios consumiam. Então a Microsoft moveu para a nuvem e o modelo não funcionava mais.

Como a empresa mudou os aplicativos e sistemas internos para o Azure, as equipes de aplicativo de negócios criaram suas próprias VMs (máquinas virtuais) e queriam o controle total sobre elas, mas a equipe de Plataformas de Capacidade de Gerenciamento ainda era responsável por monitorá-las e gerenciá-las. As tentativas de dividir as responsabilidades não resolveram o problema. A equipe de Plataformas de Capacidade de Gerenciamento percebeu que, com a mudança para nuvem, a melhor maneira de cumprir sua missão de capacitar as equipes de desenvolvimento era sair do negócio de monitoramento diário e promover um novo modelo de monitoramento descentralizado.

"The move to Azure redefined the relationship between business app teams and us … It literally broke how we worked, including our accountability model, and we had to redesign our support services to accommodate the new self-service cloud model."

Dana Baxter, engenheira de serviços principal, plataformas de capacidade de gerenciamento

Mudando a cultura de controle

Initially, the Manageability Platforms team tried creating its own pool of Azure subscriptions for the business app teams to use. They quickly found that were still a bottleneck for teams that wanted to administer things on their own. With automation and self-service capabilities becoming available in Azure Monitor, the Manageability Platforms team saw the opportunity to replace their centralized model and hand over responsibility for monitoring to the business app teams. At the same time, they knew they'd have to drive a challenging cultural shift to overcome resistance.

But first, they had to make sure that the operations part of the new DevOps model was in order. They cleaned up a mess of old alerts from about 100 down to 15 and then created a toolkit on GitHub to help the business app teams monitor their own infrastructure. The toolkit established guardrails that helped Manageability Platforms ease their own discomfort with having to relinquish control over something they'd owned for years. Their final push involved a major, multifaceted communication and training effort across the organization.

"Our KPIs used to be all about alerts, trouble tickets, time to resolution, and so on. Today they're around things like inventory, security patching, compliance, and other components of enterprise manageability."

Dana Baxter, engenheira de serviços principal, plataformas de capacidade de gerenciamento

O monitoramento descentralizado capacita as duas equipes

The transition to a decentralized, self-service approach to enterprise monitoring and reporting wasn't easy, but it was worth the effort. Now, reporting and dashboard tools that are enabled by Azure Monitor and Power BI make it easy for business app teams to monitor any part of their environment. With the ability to quickly tailor their own dashboards and alerts to align with how they build and manage their apps, they configure the monitoring environment that best meets their needs. Instead of providing a day-to-day monitoring service that the development teams consume, today the Manageability Platforms team members have become valued consultants in their partnership with development. Most importantly, they're free to focus on more strategic, forward-looking projects—such as security patching, inventory, and compliance—that bring more value to the business.

Examine detalhadamente o percurso que a equipe percorreu para chegar a um modelo operacional de nuvem.

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