1. Microsoft Operations Framework Morten Lauridsen Engagement Manager Microsoft Consulting Services mortenl@microsoft.com Morten Lauridsen Engagement Manager Microsoft Consulting Services mortenl@microsoft.com

2. Increasing Operational Efficiency Realizing the potential require: The right Technology, People and Processes People Process Technology Operational Efficiency

3. The Importance of Process MOM is Technology that automates monitoring and alerting The depth and breadth of the build in knowledge makes MOM very efficient But... What is the value of alerts if no one sees them? How can you be effective if you don’t have roles and responsibilities defined for alert resolution How will you know that you are monitoring what is important for your business? Process and People will realize the value of the technology MOM is Technology that automates monitoring and alerting The depth and breadth of the build in knowledge makes MOM very efficient But... What is the value of alerts if no one sees them? How can you be effective if you don’t have roles and responsibilities defined for alert resolution How will you know that you are monitoring what is important for your business? Process and People will realize the value of the technology

4. What is MOF? Collection of principles, processes, and proven practices for data center management Built on ITIL – IT Infrastructure Library Customer and partner experience MOF is a methodology for professionalizing delivery of IT services MOF guidance consist of Whitepapers Service Management Function Guides (Process descriptions) Product Operations Guides Service Offerings Collection of principles, processes, and proven practices for data center management Built on ITIL – IT Infrastructure Library Customer and partner experience MOF is a methodology for professionalizing delivery of IT services MOF guidance consist of Whitepapers Service Management Function Guides (Process descriptions) Product Operations Guides Service Offerings

5. MOF Process Model

6. MOF Team & Risk Models Retired Risks Risk Assessment Document In Order of Exposure 3. Plan 5. Control 2. Analyze 1. Identify RiskStatements 4. Track Team Model Risk Model

7. Why MOF? Created to help customers improve their services on the Microsoft platform MOF is ITIL applied to the Microsoft platform MOF is actionable MOF will support your current ITIL efforts and improve services on your other platforms MOF is utilized by Microsoft to run our services MOF training Current MOF Essentials MOF Changing Quadrant Planned MOF Operations Quadrant MOF Certification Created to help customers improve their services on the Microsoft platform MOF is ITIL applied to the Microsoft platform MOF is actionable MOF will support your current ITIL efforts and improve services on your other platforms MOF is utilized by Microsoft to run our services MOF training Current MOF Essentials MOF Changing Quadrant Planned MOF Operations Quadrant MOF Certification

8. Service Monitoring & Control MOF Process Establish and implement the monitoring solution to meet business requirements (SLA, Service Catalog, etc.) Assess monitoring requirements and review if they are met Engagement Software Development provides operational guidance to development Implement new requirements Monitor – Continuous monitoring of infrastructure Control – Automated responses to incidents Establish and implement the monitoring solution to meet business requirements (SLA, Service Catalog, etc.) Assess monitoring requirements and review if they are met Engagement Software Development provides operational guidance to development Implement new requirements Monitor – Continuous monitoring of infrastructure Control – Automated responses to incidents

9. MOF Processes Supported and Automated by MOM Service Monitoring and Control MOM automates monitoring Service Level Management Provides input to Service Monitoring and Control about what to monitor (requirements specified by the business) Capacity Management Provides input about what to monitor (Capacity) MOM provides reports on Capacity utilization Availability Management MOM reports can be used to identify availability issues Incident Management Automatic creation of tickets from MOM Support for determining corrective actions Problem Management MOM reports and database can be used in root cause analysis Service Monitoring and Control MOM automates monitoring Service Level Management Provides input to Service Monitoring and Control about what to monitor (requirements specified by the business) Capacity Management Provides input about what to monitor (Capacity) MOM provides reports on Capacity utilization Availability Management MOM reports can be used to identify availability issues Incident Management Automatic creation of tickets from MOM Support for determining corrective actions Problem Management MOM reports and database can be used in root cause analysis

10. Summary Achieving Operational Efficiency Requires the right People, Process and Technology Microsoft Operations Framework is Microsoft’s best practices for : Achieving and maintaining a high level of Availability, Manageability and Security Lowering the risks of IT operations Reducing the complexity of IT operations Delivering IT services cost effectively – do more with less Without processes the full value of MOM are less likely to be realized MOF provides the processes that can help realize the full value of MOM www.microsoft.com/mof Achieving Operational Efficiency Requires the right People, Process and Technology Microsoft Operations Framework is Microsoft’s best practices for : Achieving and maintaining a high level of Availability, Manageability and Security Lowering the risks of IT operations Reducing the complexity of IT operations Delivering IT services cost effectively – do more with less Without processes the full value of MOM are less likely to be realized MOF provides the processes that can help realize the full value of MOM www.microsoft.com/mof

11. © 2004 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.