9 Ways how Devoteam optimises your cloud experience with service operations

While AI and automation play a crucial role, human expertise remains at the heart of Devoteam’s approach to cloud managed services. Our dedicated team combines technological expertise with a deep understanding of customer needs, crafting an optimised cloud experience with optimal performance and efficiency. This article explains how Devoteam’s service operations model works and how organisations can benefit from it! 

1. Combining “Run” and “Build” for a better cloud experience

Devoteam has a unique approach: we combine “run” and “build” functions into one team. This differs from traditional support models, which often separate operational and development teams. This separation can cause communication problems and slow responses.  

By combining RUN and BUILD functions in the same organisation and process, Devoteam makes sure that the “run” team (who keeps things running smoothly) and the “build” team (who focuses on the infrastructure, TOIL, automation, self-healing, AI functionality and other) support each other.

The “build” team includes Site Reliability Engineering (SRE) specialists. They proactively monitor systems, automate tasks, and develop solutions to prevent problems from happening repeatedly.

Once there is no more noise and operational issues like CPU, RAM, and disk space are addressed by self-healing – the “RUN” team can focus on what matters the most. This is extremely important because the “RUN” team usually supplies improvement ideas. From my experience, that is hard to achieve as they are stuck in putting out the fires.

2. Using Data and an AI-scoring System to Get Better

Devoteam measures performance in various ways, including customer-facing and internal Key Performance Indicators (KPIs). Customer-facing KPIs, like Service Level Agreement (SLA) adherence, delivery times, response times, and resolution times, show how well the team is meeting customer expectations.

Internally, Devoteam uses a clever scoring system powered by AI to assess how teams and individuals are performing. This system looks at the relevance of tickets, the delivery speed of work, the quality of closure notes, and the re-open rate of issues. It gives us insights to improve continuously. This commitment to using data to make decisions ensures that we constantly improve our processes and deliver better customer results.

3. Dealing with Incidents Proactively through Quick Responses and a Special Escalation Policy

Minimising downtime is crucial in managed services. Devoteam focuses on finding and responding to incidents quickly. We use centralised observability, which means we have dashboards that give us a complete view of the IT environment. This allows the team to spot and address issues within minutes.  

We have a structured incident management process that follows ITIL v4 best practices. This ensures that we escalate and resolve issues quickly. Devoteam Cloud Managed Services also has a particular escalation policy that requires engineers to ask for help even if they think they can solve the problem themselves. This “forced escalation” policy ensures that we involve senior engineers quickly, preventing lengthy outages.

4. Agile Change Management

Devoteam has a flexible approach to change management, adapting processes to each customer’s needs and minimising disruption. Standard changes and pre-approved requests make it easier to implement low-risk changes. Automation also plays a key role in creating standard changes for CI/CD pipelines, keeping operational teams informed and reducing unnecessary alerts.

The focus is on making things simple for the customer. We handle the complicated parts behind the scenes, allowing customers to relax while their IT environment is updated seamlessly.  

5. Preventing Problems through Proactive Monitoring and a Self-Healing Environment

Our Cloud Managed Services SRE team doesn’t wait until incidents occur—we try to prevent them. Proactive monitoring is essential. We adapt the standards to each customer’s needs. The team understands that observability is an ongoing process and works closely with customers to fine-tune monitoring and prioritise alerts based on how critical the service is.  

A crucial part of this proactive approach is developing a “self-healing environment”. Using automation, the system can detect and fix issues automatically, often before affecting the customer. The SRE team continuously analyses incidents and events to identify patterns and proactively implement preventative measures, ensuring maximum customer stability and reliability.  

6. Always Learning

Devoteam prioritises the development of its teams and dedicates time for professional development. Our Cloud Managed Services experts hold more than 200 certifications from our partners (AWS, Google Cloud, Microsoft Azure). We are encouraged to get certifications, and the company runs internal learning initiatives to share knowledge.  

This commitment to staying ahead ensures that Devoteam’s team has the latest skills and knowledge. This allows us to provide innovative solutions and anticipate future challenges. It also keeps team members motivated and helps them feel accomplished, contributing to a highly engaged and skilled workforce.

7. Aligning Incentives with Customer Success

One of the things that makes Devoteam different is its approach, which focuses on delivering service, not just resources. Instead of simply using a set number of resources, the financial model prioritises creating value through service improvements and reducing incidents.

This alignment of incentives ensures that the team is focused on fixing environments and reducing incidents rather than simply reacting to them. This results in a better customer experience with stability, reliability, and continuous improvement.

8. Going Beyond the Generic with Tailored Solutions

Devoteam’s SRE team understands that each customer has unique requirements, so they provide a personalised service. Instead of relying on generic solutions, the team carefully reviews each customer’s applications and infrastructure. This allows them to identify opportunities for improvement and optimisation that might be noticed with a standardised assessment.

This dedication to providing tailored solutions ensures that customers receive a service that meets their needs and challenges, leading to improved efficiency, cost savings, and a more satisfying overall cloud experience.

9. Strategic Use of Automation and AI: Enhancing Efficiency and Customer Satisfaction

Devoteam uses automation and AI to improve efficiency in service operations. However, we understand that these technologies are most effective when implemented strategically. The team works with customers to streamline processes and ensure the information needed for automation is readily available. This includes centralising data and establishing standardised processes necessary for successful automation.  

We use AI for tasks such as scoring tickets, managing knowledge, and proactive monitoring. However, we believe that AI should enhance, not replace, human capabilities. This ensures that human expertise remains central to the service operations benefiting from the increased efficiency and insights that AI can provide.  

Conclusion: A Partner in Service Excellence

Devoteam’s approach to service operations in managed services sets a new standard for the industry. By integrating “run” and “build” functions, using data-driven insights, prioritising proactivity, and embracing a customer-centric mindset, Devoteam delivers a service that goes beyond simply managing infrastructure, resulting with a superior cloud experience. We are a true partner in the customer’s success, enabling them to focus on their core business while enjoying the peace of mind that comes with a stable, reliable, and constantly evolving IT environment.