Managed Support CSM Event – 1 st June Steven Grier Premier Support Manager Premier Support

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Agenda TimeAgenda ItemSpeaker 9: :00Coffee & Registration 10: :30Introduction / View From the BridgeSteven Grier / Neil Vickers 10: :00Operational Excellence in your EnvironmentKarsten Smet / Adrian Renshaw 11: :15Break 11: :00 Break Out Sessions: Utilising Microsoft Premier OnlineChris Fearn Service Level Management / Desired Configuration ManagementKarsten Smet Getting Control of your Software AssetsShaun Fröhlich - IiS 12: : Microsoft Office System: An OverviewChris Rothwell 12: :45Lunch 13:45 – 14:15Supporting your DeploymentsRichard T. Mannion 14: :00System Management SolutionsJeff Tillotson 15:00 –-15:15Break 15: :45Break Out Sessions (Delivering into your Sector): Premier Support Managers / Sector Reps 16: :30Support RoadMapNeil Vickers 16:30 – 16:45Question & Answer Session and Prize DrawNeil Vickers and Steven Grier 16.45Close

The Journey To Operational Excellence Neil Vickers UK Managed Support Group Manager

Enterprise IT Challenges Reduce Costs & Complexity PC maintenance Server sprawl Legacy platforms Deployment and maintenance Identity management Software updates Simplify Infrastructure & Management Growth Customer service Regulatory compliance Device management Varying skill sets Mobility Improve Security Malicious attacks, viruses, spam, etc. Evolving threats Patch management, VPN, etc. Secure access

Solving the Challenge: Infrastructure Optimisation Cost Center Uncoordinated, manual infrastructure More Efficient Cost Center Managed IT Infrastructure with limited automation automation Managed and consolidated IT Infrastructure Infrastructure with maximum automation Fully automated management, dynamic resource Usage, business linked SLA’s Business Enabler Strategic Asset * Based on the Gartner IT Maturity Model

Where are our customers today? Cost Center Uncoordinated, manual infrastructure More efficient Cost Center Managed IT Infrastructure with limited automation automation Managed and consolidated IT Infrastructure Infrastructure with maximum automation Fully automated management, dynamic resource Usage, business linked SLA’s Business Enabler Strategic Asset 64% 31% 3% 2%

How Do I Get There? IT staff taxed by operational challenges Users come up with their own IT solutions IT Staff trained in best practices such as MOF, ITIL, etc. Users expect basic services from IT IT Staff manages an efficient, controlled environment Users have tools they need, high availability, & access to information IT is a strategic asset Users look to IT as a valued partner to enable new business initiatives IT processes undefined High complexity due to localized processes, & minimal central control Central Admin & config of security Standard desktop images defined, not adopted company-wide SLA’s are linked to business objectives Clearly defined and enforced images, security, best practices (MOF, ITIL) Self assessing & continuous improvement Information easily & securely accessed from anywhere on Internet Patch status of desktops is unknown No unified directory for access management Multiple directories for authentication Limited automated s/w distribution Automate identity and access management Automated system management Self provisioning and quarantine capable systems ensure compliance & high availability Assessments, Skills Development, Remediation & Improvement Programmes

Start The Journey Operational Excellence (OpEX): Improving the Quality of Service (Reliability, Availability & Security) Reducing the Total Cost of Ownership of an organisation’s IT systems The OpEx Framework describes the total view of all areas needed to achieve effective operations within a Microsoft environment An OpEx Assessment focuses specifically on key areas within the framework at an initial top level The goal of the OpEx Assessment is to raise awareness of all areas and drive focus in some areas, leading to service improvement projects or programmes

© 2003 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.