1. Microsoft Operations Framework Improving Operational Efficiency Gary Roos - Principal Operations Consultant Simon Higgins - Solution Specialist - Windows Client Microsoft Australia SOL213

2. Agenda IT Challenges and Problem Opportunity ITIL + MOF MOF-related Deliverables Business Desktop Deployment Some Practical, Actionable Steps Links and Questions

3. IT Increase Availability and Utilization Lower Operational Costs Increase Responsiveness ImproveSecurity Business Value Cost Efficacy ServiceLevels Governance Compliance Today’s IT Pressures

4. IT Budgets IT Complexity and Cost

5. Source: IDC 2002, Microsoft Primary Quantitative Research. 400 30-minute phone surveys of IT professionals in data centers with 25 or more servers Over 60% of TCO over a 5-year period driven by people costs 0 10 20 30 40 50 6070 Staff Costs DowntimeTrainingSoftwareHardware Those people are spending their time on manual tasks Degree of Automation: 53%24%23% 54%17%29% 56%17%28% 58%18%24% 60%16%24% 62%14%25% 0%10%20%30%40%50%60%70%80%90%100% Percent of Responses Security Mgmt Network Event Performance Storage Change/Config ManualScripts Automated Tools Operational Efficiency Challenges

6. ITIL and MOF ITIL + MOF = consistent IT service management approach MOF leverages ITIL MOF extends ITIL Microsoft technologies provide MOF context MOF incorporates lessons learned

7. MOF Process Model

8. MOF Team Model

9. Service Management Guidance ServiceAssessment ServiceImprovement Where do you want to be? How do you get there? When have you arrived? Where are you now? Business IT Drivers Scorecard Improvement Metrics ITIL, CMM, CobIT, Six Sigma Governance, Maturity, Quality Compliance ISO 20000 BS15000, SarbOx Continuous Improvement

10. MOF Deliverables and Offerings Process Guidance TrainingConsulting Assessments, Improvements WSSRA Operations Guides Solution Accelerators Software Update, Management, Deployment, Monitoring, Messaging, et al.

11. Service Management Assessment ServiceImprovement The MOF Service Management Assessment is focused on understanding the current performance of people, IT service management processes, and enabling technologies in the context of improved business value MOF Assessment Service Management Guidance Focuses on Business Value Measures Service Management Capability Emphasizes People, Process, and Enabling Technology

12. MOF Service Improvement Provides prescriptive, practical guidance Focuses on delivering iterative improvement Empowers the customer to measure those improvements Service Improvement Program Service Management Assessment The MOF Service Improvement Program builds off assessment results and other business drivers to focus on improving the performance of people, IT service management processes, and enabling technologies Service Management Guidance

13. Windows Server System Reference Architecture Architecture Blueprints Security, Management, Networking, Storage, and Application Infrastructure 15 IT Services Service Blueprint, Planning, Building, and Operations Guides

14. Setting the Scene

15. Desktop Deployment – Where to Start? Desktop Engineering – Design, Build and Test Standard Desktop Desktop DeploymentDesktop Operations Ready for app certification ? What do I have? (HW,SW) How many licenses do I need? How many versions? Do I need to create a new package for this app? When do I need to create a new image? Can users install apps on their own? Automated monitoring? Who should be in my test group? Can I know what apps are broken? Workers up and running? Do I have to test? Can I automate it? What is the priority? Does my rollback work? Total Zero Touch?!?! How secure am I? Can Help Desk fix problems before the users call? How much does my desktop cost? How do I start?!?! What settings do I need? How do I maintain? How do I rollback? Can I monitor? User data migrated? Meet Metrics? (length, % failure) How do I monitor? Lockdown desktop? Inventory & Prioritization Testing & App Compat Authoring & Packaging Pilot & Distribution Installation & Restore User State Servicing What are the relationships?

16. How Can Microsoft Help?

17. Microsoft has a number of tools to provide a well managed environment SUS BDD Standard ZTI (Zero Touch Install) MOM Group Policy WinPE Application Compatibility Toolkit Windows Imaging Format (WIM) Sysprep BDD 2.5 ORK (Office Resource Kit) MBSA Windows Update Patch Management using SMS 2003 Windows XP SP 2 RISRiPrep Microsoft AntiSpyWare USMT 2.6 CER Virtual PC Virtual Server MSI Windows Installer MacroVision AdminStudio WinRunner Windows Scripting Host Ghost Power Quest SMS 2003 SP1 SMS Inventory Tool for Dell Updates MMSI SMS Installer SMS OS Deployment Feature Pack ADS LIS ZTP (Zero Touch Provisioning) BDD Enterprise AD (Active Directory) BizTalk Office 2003 SMS

18. IT Lifecycle – Tools need a process Microsoft Solutions Framework Microsoft Operations Framework Plan Build Deploy Operate Common Disciplines & Shared Responsibility

19. Microsoft Business Desktop Solution Accelerator

20. Finding Solution Accelerators http://www.microsoft.com/desktopdeployment

21. Microsoft Business Desktop Solution Accelerator

22. Understand what is in your environment SMS 2003 & MOM 2005 Provide List of applications Deploy Application Compatibility Toolkit to check compatibility for Windows XP + SP2 Provide list to customer & Ask for Source media & App subject matter experts Application Data goes into packaging factory Application Packaging Factory – Produces MSI, MST & App testing Apps go back into SMS 2003 for deployment readiness Build default Windows XP client Take hardware inventory to create a hardware library for sysprep etc Define look & feel of Windows & security policy from customer WIM image is put into SMS OSD Pilot/sign off/deployment Deploy Windows XP via SMS 2003 OSD feature pack USMT 2.6 captures user settings/ data Tier 1, 2, 3, 4 applications deployment based on employees identity & departmental requirements Employee Self Service to automate ongoing service desk functions Zero Touch Provisioning Key steps for a successful deployment Plan Build Deploy Operate

23. Microsoft Products and Technologies Microsoft® Systems Management Server 2003 (Service Pack 1) Microsoft® Systems Management Server 2003 Operating System Deployment Feature Pack Microsoft® Windows XP Professional with Service Pack 2 Microsoft® Office Professional Edition 2003 with Service Pack 1 Microsoft® Windows® User State Migration Tool 2.6 Microsoft® BizTalk Server 2004 Microsoft® Windows SharePoint Services 2.0 Microsoft® Virtual PC 2004 Microsoft® Office 2003 Editions Resource Kit Microsoft® Application Compatibility Toolkit 4.0 Microsoft® Office Access 2003 Conversion Toolkit Microsoft® Windows® Preinstallation Environment 2004 Microsoft® Windows Server™ 2003 Microsoft® Active Directory®

24. Some Simple and Practical Steps…. Before You Start….. Complete the MOF Self-Assessment Read some Case Studies Contact your Microsoft account team or partner Identify low-hanging fruit, be realistic Find internal support Educate your Staff Get Measurements Remember that what ever you do must return value to the business

25. Step 1 – Control Changes Read Change Management SMF Whitepaper Change Initiation OMR Release Readiness Review OMR Implement control over production Ensure changes meet a quality bar Establish KPI’s and measure them Remember that 80% of outages are self inflicted

26. Step 2 – Improve Incident Response Read Incident Management SMF Whitepaper Monitoring and Control SMF Whitepaper Monitoring Solution Accelerator Ensure operator skills are adequate Define roles and responsibilities Remember that 80% of the MTTR is about finding what happened

27. Step 3 – Do Problem Management Read Problem Management SMF Whitepaper Identify fragile and high-impact systems Tribal knowledge and trend analysis Fix the problems Implement data capture standards at the help desk Likely find the 80:20 rule applies

28. Step 4 – Establish Repeatable Builds Read Release Management SMF Whitepaper, BDD Solution Accelerator, and WSSRA Make it cheaper to rebuild than to fix Standardise as far as possible Automate, automate

29. Step 5 – Enable Continuous Improvement Read Operations Review OMR SLA Review OMR Cultural Shift Identify areas of improvement Identify KPI’s and measure them Regular reviews Celebrate the wins!

30. Hurdles You Will Face Executive Sponsorship ROI, BV, and other $ justification Process Skills Manpower and firefighting Bureaucracy

31. Resources Windows Server System Reference Architecture: www.microsoft.com/wssra www.microsoft.com/wssra Microsoft Operations Framework: www.microsoft.com/mof www.microsoft.com/mof Windows Server System: www.microsoft.com/windowsserversystem www.microsoft.com/windowsserversystem Dynamic Systems Initiative: www.microsoft.com/dsi www.microsoft.com/dsi Microsoft Business Desktop Deployment SA: www.microsoft.com/desktopdeployment

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34. © 2005 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.