1. Operational Excellence in Managing Windows Platform
Sam Stokes
Academic Developer Evangelist
Microsoft Corporation
From Material by Craig Wilson, presented at Tech Ed 2003
Distribution to University Of Nevada, Reno Students, Professors and Administration only. No other permissions are given for use of this copyrighted material.
TechEd 2002

2. Sustaining & Running Existing
Increasing Efficiency in IT
The Agile Business
Increases
Value
Operational Costs Consume IT Budgets
Need to do more… …with less
Efficient Operations
increase service…
…to customers
Effective Operations of Systems Management unlocks New Business Value and Services
30%
New Capability
70%
Sustaining & Running Existing
Capability
45%
New Capability
55%
Existing Capability
Decreases
Maintenance &
Delivery
Today’s IT
Desired IT
Source: Accenture I.T. Spending Survey
TechEd 2002

3. People & Process Are as Important as Technology
Causes of Down time
Untested Applications
Change Management
System / Application Overload
Weak Problem Detection
Forgot Something
Lack of Procedures
Backup Errors / Security
Operations
Operator
Error 40%
Application
Failure 40%
Other 20%
Hardware / Platform
Network
Power and Disaster
Source: source : Gartner Security Conference presentation "Operation Zero Downtime", D. Scott, May 2002
TechEd 2002

4. Guidance – Closing the Gap
Insert CD
Lack of Best Practices
TAM
Best Managed Systems
Microsoft
TechEd 2002

5. Did You Answer “YES” ?
Does your account spend their time for reactive cases?
Incident Management & Problem Management
Does your account test any and all changes before apply to the production environment?
Change Management and Release Management
Can your account determine the current state of their systems configuration?
Configuration Management
Can your account actively monitor and understand system usage and capacity?
Service Monitoring & Control, Capacity Management
Can your account report on system availability ?
Availability Management
Catastrophic outage due one group implementing a change and not notifying other related groups?
Change Management
TechEd 2002

6. Address Business Level Needs
Foundational Capabilities
Security Patch Management
Operational Agility
Service Availability
Service Management
Service Level Agreement
Critical Incident Services
Cost of Operations
TechEd 2002

7. Solutions For Management
A methodology to deliver business value into your heterogeneous IT organization
Reduce management cost using best practice automation and technologies
Prescriptive guidance for your enterprise
Guidance to envision, plan, build, deploy, test, and operate the Windows platform
Guidance to envision, plan, build, improve deploy, test, and operate new and existing software
TechEd 2002

8. Increase Operational Efficiency
Best Economics
Dependable
Connected
Productive
Business IT Value Operations Assessment
Availability and Performance Service Monitoring
Standardization and Productivity Software Deployment
Security and Risk Management Patch Management
Solutions for Management
TechEd 2002

9. Microsoft Operations Framework A Best Practice Methodology
Leverages IT Infrastructure Library (ITIL)
20 service management functions
Helps IT operations attain high RAS
Targets all aspects of IT service management
Includes guidance on roles and team clusters
Phases for managing risk in IT operations
TechEd 2002

10. MOF Core Models Process and Team
……..Risk Management
Infrastructure Role Security Role Partner Role Support Role
Release Role
Capacity Management
Availability Management
Financial Management
Workforce Management
Service Continuity Management
Service Level Management
Change Management
Configuration Management
Release Management
Service Desk
Incident Management
Problem Management
Service Monitor & Control
Security Administration
Network Administration
System Administration
Job Scheduling
Storage Management
Print/Output Management
Directory Services Administration
Operations Role Security Role
Partner Role Support Role
TechEd 2002

11. Improving Operational Maturity
Day to Day Operations
Roles
Risks
Services
Technology agnostic
“MOF provided a very useful framework against which to benchmark our own infrastructure management processes. It gave us guidance, direction, and–above all–it gave us a degree of assurance that we were doing the right things.”
Allen Lewis
Chief of Staff for Digital Business Operations BP
TechEd 2002

12. Operations Assessment Improve the Way to Manage Windows
Pre-structured proven consulting engagement
Helps you:
Baseline your operation of Microsoft technology
Identify and prioritize improvements
Establish specific targets
Create a plan for reaching targets
TechEd 2002

13. Operations Assessment Prerequisite
Determine whether the you are achieving Operational Efficiency
MOF Operations Assessment
Identify gaps and maturity of organization
Offers an action plan to get processes in place
Signs of readiness include:
Installed SMF processes and roles
A well-maintained IT infrastructure
Well prepared in mitigating risk
TechEd 2002

14. Operations Assessment How it works
ITIL-certified experienced consulting assessors
Interviews, documentation review, and live process observation
Identify gaps against best practices
Formulate recommendations
Prioritize them against business IT drivers
Draft an Improvement Plan
TechEd 2002

15. Five-phase Assessment Process
Envisioning
Outputs
Planning
Outputs
Gathering Data
Outputs
Analyzing Results
Outputs
Building Action Plan
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16. Operations Assessment Five-phase Process
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17. Rating Process Maturity
MOF hierarchy — from quadrants to process attributes
Rating the maturity of a specific process
Quadrant
SMF
Process
Process Attributes
Change Management
Receipt of RFC
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18. Each SMF is a set of defined Processes
Change Management
Change Management
SMF
Process
Receipt of Request for Change
Receipt of Request for Change
Assessment, Authorization, and Scheduling Requests for Change
Post implementation evaluation
Build, Test and Deploy Changes
Process
Assessment, Authorization, and Scheduling Requests for Change
Process
Build, Test, and Deploy Changes
Process
Post implementation evaluation
TechEd 2002

19. Each Process Has a Defined Set of Process Attributes
Check for completeness of RFC
Return rejected RFCs
Prioritize accepted RFCs
Classify accepted RFCs
Log the RFC in CM log
Link the RFC to problem #
Change Management
Receipt of Request for Change
Assessment, Authorization, and Scheduling Requests for Change
Build, Test and Deploy Changes
Post implementation evaluation
A process attribute is an action or task which must be performed for the process to be completed.
TechEd 2002

20. Deriving SMF Maturity Process Attributes Process + = Maturity
Change Management
0 Incomplete
1 Performed
2 Managed
3 Established
4 Predictable
5 Optimizing
Check for completeness of RFC
Return rejected RFCs
Prioritize accepted RFCs
Classify accepted RFCs
Log the RFC in CM log
Link the RFC to problem #
Change Management
Receipt of Request for Change
Assessment, Authorization, and Scheduling Requests for Change
Build, Test, and Deploy Changes
Post implementation evaluation
Receipt of Request for Change
Assessment, Authorization, and Scheduling Requests for Change
Build, test and Deploy Changes
Post implementation evaluation
TechEd 2002

21. Operations Assessment ISO 15504 Reference Models
Levels
Process Attributes
Level 5 – Optimizing
Adaptable
Aligned with business objectives
Level 4 – Predictable
Process measured
Process controlled
Level 3 – Established
Process defined
Skills known
Tools deployed
Level 2 – Managed
Managed resources
Managed time
Documented procedures
Documented outputs
Level 1 – Performed
Identified inputs
Practices
Identified outputs
Level 0 – Incomplete
---
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22. Maturity Ratings Example
What you get
Maturity Ratings Example
ISO Maturity Levels
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23. Maturity Ratings Example
What you get
Maturity Ratings Example
ISO Maturity Levels
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24. Defining a Gap Analysis
Aspects of the gap analysis
In general:
Contains all previous work
Focuses on operations processes
In specific:
Explains status for all SMFs in scope
Shows the process maturity
Includes a summary for each SMF
Includes a clear and tangible action plan
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25. Gap Analysis Assessment & Implementation
Installs Operational Efficiency into your Organization
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26. Creating a Gap Analysis
Each assessed SMF is described in the analysis section by:
Description
Rating (assessment)
Observation
Analysis
Recommendations
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27. Report Details The final report includes: Management Summary
Project Objectives and Justification
Organization Information
SMF Observation Details
SMF Analysis Details
SMF Recommendations
General Conclusions
Overall Recommendations
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28. Final Deliverables Customer
Outputs of this phase include:
Final assessment report
Gap analysis
Action plan
Presentation to customer
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29. Operations Assessment Continuous Improvement
Designed to be repeated as needed:
As operations issues become evident
Changes in the enterprise
Introduction of new applications
As the MOF process cycles are completed
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30. Example Recommendations Presented to Stakeholders
Establish Formal Crisis Management
Establish a Release Readiness Review (RRR) process
Coordinate Incident Management across groups
Decrease Mean Time to Restoration (MTTR)
Establish a Service Level Manager (SLM) Role
Optimize communication across IT organizations and customers
Build a Service Catalogue
TechEd 2002

31. (A few comments…) The Process Approach: Managed Vs Unmanaged Process
Drives toward IT – Business alignment
Separates HR issues from IT efficiency
More directly addresses results rather than efforts
Managed Vs Unmanaged Process
Emergency Changes
Process maturity ≠ Bureaucracy or Paperwork
TechEd 2002

32. MOF Case Study BP Digital Business Operations
Solution Offering
“One of our key objectives was to maximize the value of our Microsoft platform. Although their solutions can be largely installed out of the box, we wanted to make sure that they were configured to achieve maximum performance in the areas of mission critical system reliability, availability and manageability.”
Allen Lewis
Chief of Staff for Digital Business Operations BP
Microsoft Operations Framework enables BP to achieve outstanding levels of service from its Microsoft platform and ensure change management best practice.
Business Goals
BP was determined to achieve business-critical levels of performance from its new Microsoft® environment. It also wanted to make sure that in the long-term, any modifications and additions to these systems were governed by a robust change management system.
Impact
Successfully introduced a robust change management system
TechEd 2002

33. Operations Assessment When to consider it
If you don’t consistently meet service commitments
If you experience unplanned downtime
If you must reduce IT operating costs
If you are consolidating disparate IT organizations…M&A
If you need to improve the integration of development and operations teams
If your customers and/or users express dissatisfaction
TechEd 2002

34. Operations Assessment Summary
Getting IT operations right requires trained people and the right processes
ITIL and MOF provides best practice process guidance
An operations assessment provides IT professionals road map to improvement
TechEd 2002

35. Engagement Process to Deliver the Solution
TechEd 2002

36. Example proposal for 3 SMF
MOF Essentials Training (2 days)
MOF Workshop (2 days)
Prepare the SMF questions (5 days)
Interviews with the customer (X days)
Analyse the interview results (5 days)
Prepare the GAP Analysis Report (5 days)
MOF Executive Presentation & Report Overview (1 day)
TOTAL: 20 days + X Interview days
TechEd 2002

37. Project Time Line Engagement Process
Evaluate Assess/Plan Design/Build Test Deploy/Operate
A Consistent and Predictable Process
Business
value
Work order/
scope
Architecture
guide
Deployment
guide
Test overview plan and
test case
detail plan
Working
practices,
roles, and
responsibilities
Operations
guide
Operations
Assessment
Project
closure
TechEd 2002

38. MSM Delivery Partners Avanade Unisys Certified regional partners
Microsoft Worldwide Services
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39. Be Committed to Excellence
Start your day right
Involved
Committed
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40. Community Resources Listing of top newsgroups
Microsoft Management community resources are available at
You’ll find information on
Listing of top newsgroups
Schedule of online chats and webcasts
User Group contact info
Non-Microsoft community websites
TechEd 2002

41. Ask The Experts Get Your Questions Answered
Talk one-on-one with a community of your peers
Community Experts: Microsoft product teams, consultants and Tech*Ed speakers
Resources: whiteboards, internet, etc.
Location: in the middle of the Exhibit Hall
Hours: at least 12-3:30p every day
I will be available in the ATE area after this session
TechEd 2002

42. For More Information http://www.microsoft.com/solutions/msm
TechEd 2002

43. TechEd 2002 © 2003 Microsoft Corporation. All rights reserved.
This presentation is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
TechEd 2002

44. Delivery Training MOF Essentials 2 days onsite
2 instructors (Lead assessor & Second assessor)
20 students max., 8 students minimum
MOF Operations Assessment
Ideal for 3 SMF (can be expandable)
Interview max. 3 people per day (Interview time is 2,5 hrs)
Determine the X days of interview days according to the customer (3 person /day)
X days onsite for interviews (lead & second assessor, observer)
Prepare GAP Analysis report
Onsite Executive presentation to customer
TechEd 2002