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Operational Excellence in Managing Windows Platform

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Presentation on theme: "Operational Excellence in Managing Windows Platform"— Presentation transcript:

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 TechEd 2002

16 Operations Assessment Five-phase Process
TechEd 2002

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 TechEd 2002

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 --- TechEd 2002

22 Maturity Ratings Example
What you get Maturity Ratings Example ISO Maturity Levels TechEd 2002

23 Maturity Ratings Example
What you get Maturity Ratings Example ISO Maturity Levels TechEd 2002

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 TechEd 2002

25 Gap Analysis Assessment & Implementation
Installs Operational Efficiency into your Organization TechEd 2002

26 Creating a Gap Analysis
Each assessed SMF is described in the analysis section by: Description Rating (assessment) Observation Analysis Recommendations TechEd 2002

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 TechEd 2002

28 Final Deliverables Customer
Outputs of this phase include: Final assessment report Gap analysis Action plan Presentation to customer TechEd 2002

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 TechEd 2002

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 TechEd 2002

39 Be Committed to Excellence
Start your day right Involved Committed TechEd 2002

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


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