1. Microsoft Project Management Enterprise Services Framework Review Role of MSF in Project Management Role of MOF in Project Management

2. Enterprise Services Frameworks

3. Planning Although not currently a dedicated Enterprise Services framework, this phase is covered by Microsoft Business Value Services, which provide tools to assess and plan the IT infrastructure, prioritize projects, and make a compelling business case for undertaking an IT project.

4. Preparing Microsoft Readiness Framework helps IT organizations develop individual and organizational readiness to use Microsoft’s products and technologies.

5. Building and Deploying Microsoft Solutions Framework provides guidance in the planning, building, and deploying phases of a project.

6. Operating Microsoft Operations Framework provides guidance for managing production systems within today’s complex distributed IT environment.

7. MSF Management Roles Review

8. MSF Product Management Role Goal of product management is customer satisfaction. As the customer advocate to the team, responsible for understanding customer requirements, creating the business case, establishing the shared project vision between team and customer, and ensuring that any solution that the team develops meets the needs of the customer by solving their particular business problem. As the team advocate to the customer, responsible for high-level communications and managing customer expectations.

9. MSF Program Management Role Role and focus of program management is to meet the quality goal of delivering the product within project constraints. Owns and drives the schedule, the features, and the budget for the project. Ensures that the right product is delivered at the right time.

10. MSF Logistics Management Role Serves as the advocate for the operations, product support, help desk, and other delivery channel organizations. As the operations advocate to the team, participates in the design process to help ensure that the product is deployable, manageable, and supportable. Responsible for understanding the product’s infrastructure and support requirements and ensuring that installation sites have met those requirements prior to deployment. Typically, this is facilitated through the creation and implementation of rollout, installation, and support plans.

11. MOF Best Practices Source Central Computer and Telecommunications Agency’s (CCTA) IT Infrastructure Library (ITIL). The CCTA is a United Kingdom government executive agency chartered with development of best practice advice and guidance on the use of information technology in service management and operations. MOF combines collaborative industry standards from CCTA with specific guidelines for using Microsoft products and technologies. MOF also extends the ITIL code of practice to support distributed IT environments and industry trends such as application hosting and Web-based transactional and e- commerce systems.

12. MOF Design Goals Use ideas that have been proven in action. Leverage industry best practice. Provide extensible foundation for operations knowledge. Address people, process, and technology. Incorporate input from customers, partners, Microsoft ITG, and Microsoft product and service organizations. Increase IT’s agility so that the business can rapidly adjust to changing conditions. Integrate with frameworks that manage other parts of the IT life cycle, such as planning and deployment. Support managing end-to-end services, including processes and procedures, rather than just managing servers and technology.

13. MOF Models Process Model Team Model Risk Model

14. MOF Process Model

15. Management Review Summary Quadrant Mission of Service Review ChangingIntroduce new service solutions, technologies, systems, applications, hardware, and processes Release readiness OperatingExecute day-to-day tasks effectively and efficientlyOperations SupportingResolve incidents, problems, and inquiries quicklyService level agreement OptimizingDrive changes to optimize cost, performance, capacity, and availability in the delivery of IT services Release approved

16. Service Management Functions

17. Change Management SMF Responsible for managing change in an IT environment. Key goal is to ensure that all parties affected by a given change are aware of and understand the impact of the impending change. Attempts to identify all affected systems and processes before the change is implemented in order to mitigate or eliminate any adverse effects.

18. Change Management SMF Characteristics  Change controls. Change controls should be commensurate with complexity, cost, risk, and impact. As appropriate, changes should be managed along a spectrum of control points ranging from automated approval to full project level reviews for implementation approval.  Requests for change (RFC). Change requests are formalized with descriptions of the change, components affected, business need, cost estimates, risk assessment, resource requirements, and approval status.  Change advisory board (CAB). The CAB is a cross-functional group set up to evaluate change requests for business need, priority, cost/benefit, and potential impacts to other systems or processes. Typically the CAB will make recommendations for implementation, further analysis, deferment, or cancellation.

19. What is a Release? A release is any change, or group of changes, that must be incorporated into a managed IT environment.  A new or updated Web site including content propagation  New hardware (server, network, client, and so on)  New or updated operations processes or procedures  Changes in communication processes and/or team structures  New infrastructure software  Physical change in the building, environment, and so on

20. Changing Quadrant Release approved is the management review in which changes are evaluated for cost and benefits and in turn become the catalyst for the changing quadrant to begin executing on the approved change. The release readiness review determines if the release is ready to go “live” and become fully operational in the target environment.

21. Readiness Review Evaluation Criteria  The readiness of the release itself.  The physical environment.  The preparedness of the operations staff and processes.  The installation and cutover plan.  The contingency plan.  Potential impacts on other systems.

22. Changing SMF Relationship

23. Release Management SMF Focus is to facilitate the introduction of software and hardware releases into managed IT environments. Includes the live production environment and the managed preproduction environments. Coordination point between the release development/project team and the operations groups responsible for running the release in production. Works closely with the change and configuration management processes to ensure that the shared CMDB is kept up to date on the changes implemented by new releases.

24. Release Management SMF Activities  Implementing new software and hardware into the operational environment using the controlling processes of configuration and change management. A release should be under change control and may consist of any combination of hardware, software, firmware, and document configuration items.  Maintaining the Definitive Software Library of the organization’s components.  Building and managing the release rollout plan.  Communicating and working as part of the development team during the plan and build phases of the project.  Communicating and managing expectations across the operations teams and with the customer during the planning and rollout of new releases.  Designing and implementing efficient procedures for the distribution and installation of large-scale changes to IT systems.  Creating and managing the release backout plan.

25. Configuration Management SMF Responsible for the identification, recording, tracking, and reporting of key IT components or assets called configuration items (CIs). Information captured and tracked will depend upon the specific CI, but will often include a description of the CI, the version, constituent components, relationships to other CIs, location/assignment, and current status. information contained about the CIs should be held in a single logical data repository, referred to as the configuration management database (CMDB). Master copies of software products used for system installations, standard server, and desktop builds should be kept in a definitive software library (DSL).

26. Configuration Management SMF Activities  Configuration management planning. Planning and defining the scope, objectives, policies, procedures, organizational, and technical context for configuration management.  Configuration identification. Selecting and identifying the configuration structures for all the infrastructure’s configuration items, their “owner,” their interrelationships, and configuration documentation. It includes allocating identifiers for configuration items and their versions.  Configuration control. Concerned with ensuring that only authorized and identifiable configuration items are accepted and recorded from receipt to disposal. It ensures that no CI is added, modified, replaced, or removed without appropriate controlling documentation, such as an approved change request, or updated specification.  Configuration status accounting. The reporting of all current and historical data concerned with each CI throughout its life cycle. It enables change to configuration items, and makes their records traceable, for example by enabling the tracking of the status of a CI through such states as development, test, live, and withdrawn.  Configuration verification and audit. A series of reviews and audits that verify the physical existence of configuration items and check that they are correctly recorded in the configuration management system.

27. MOF Team Model IT Infrastructure Library (ITIL) IT Infrastructure Library (ITIL) Microsoft Information Technology Microsoft Information Technology MCS & Existing Frameworks (MSF) MCS & Existing Frameworks (MSF) Microsoft Partners and Customers Microsoft Partners and Customers Best Practices

28. MOF Team Model Roles Release Infrastructure Support Operations Partner Security Communication  messaging ops  database ops  network admin  monintoring/metrics  availability mgmt  service desk/helpdesk  production/product support  problem management  service level management  enterprise architecture  infrastructure engineering  capacity mgmt  cost/IT budget mgmt  resource & long range planning  maintenance vendors  environment support  managed services, outsourcers, trading partners  software/hardware suppliers  change management  release/systems engineering  configuration control/asset mgmt  software distribution/licensing  quality assurance  intellectual property protection  network & system security  intrusion detection  virus protection  audit and compliance admin  contingency planning Example Function Teams within Ops Team Model Roles

29. Release Role Point where the logistics manager role of the MSF team model intersects with MOF. Point where the transition between development/test and production operations occurs, and it is a crucial juncture for the smooth transition of the system into production. Serves as the primary liaison between the project development team and the operations groups,

30. Release Role Responsibilities  Ongoing identification, change control, and status reporting of the system and environment.  Asset management with version control, software distribution, license tracking, usage monitoring, and retirement information.  Maintenance of the CMDB of inventory management for hardware, software, and physical assets.

31. Release Role Activities  Managing the transition between development/test and production operations.  Planning roll-out activities, procedures, and policies for repeatable practices.  Managing configuration management process, records, tools, and documentation.  Optimizing release/configuration automation through tools/scripts.  Acting as primary liaison between the project development team and the operations groups (within Enterprise Services, this is the intersection with the MSF logistics manager role).  Leading release readiness milestone review activities and go/no go criteria.  Tracking/auditing/reporting change for hardware and software.  Controlling configuration (owns CMDB).  Managing software licensing and distribution, and maintaining the definitive software library (DSL).  Managing tool selection/provision for release activities.

32. Release Role Competencies  Knowledge of the full range of hardware components available.  Ability to maintain, secure, and oversee the off-the-shelf software library.  Ability to maintain, secure, and store highly pilferable hardware items (such as memory, digital cameras, and Jaz drives).  Ability to use hardware compatibility lists to help make purchasing decisions.  Ability to develop and implement Information Services (IS) auditing procedures and standards.  Ability to provide basic microcomputer hardware and software repair, installation, and physical inventory control.  Ability to maintain software licensing information/statistics.  Ability to evaluate asset management technology enablers.

33. MOF Risk Model

34. Questions?