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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.
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 Increasing Efficiency in IT Source: Accenture I.T. Spending Survey Today’s IT Desired IT The Agile Business 30% New Capability 70% Sustaining & Running Existing Capability 45% New Capability 55% Existing Capability Increases Value Decreases Maintenance & Delivery
People & Process Are as Important as Technology Causes of Down time Application Failure 40% Operator Error 40% Other 20% Source: source : Gartner Security Conference presentation "Operation Zero Downtime", D. Scott, May 2002 Operations
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
Increase Operational Efficiency Solutions for Management Business IT Value Operations Assessment Standardization and Productivity Software Deployment Security and Risk Management Patch Management Availability and Performance Service Monitoring Best Economics Dependable Connected Productive
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
MOF Core Models Process and Team Capacity Management Availability Management Financial Management Workforce Management Service Continuity Management Service Level Management Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Monitor & Control Security Administration Network Administration System Administration Job Scheduling Storage Management Print/Output Management Directory Services Administration Infrastructure Role Security Role Partner Role Support Role Release Role Operations Role Security Role Partner Role Support Role …… ..Risk Management
“ 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
Operations Assessment Improve the Way to Manage Windows
MOF hierarchy — from quadrants to process attributes
Rating the maturity of a specific process
Quadrant SMF Process Process Attributes Change Management Receipt of RFC
Change Management Receipt of Request for Change Assessment, Authorization, and Scheduling Requests for Change Build, Test, and Deploy Changes Post implementation evaluation SMF Process Process Process Process Each SMF is a set of defined Processes Change Management Receipt of Request for Change Assessment, Authorization, and Scheduling Requests for Change Post implementation evaluation Build, Test and Deploy Changes
A process attribute is an action or task which must be performed for the process to be completed.
Change Management Each Process Has a Defined Set of Process Attributes Receipt of Request for Change Assessment, Authorization, and Scheduling Requests for Change Post implementation evaluation Build, Test and Deploy Changes 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 #
Deriving SMF Maturity Process + Process Attributes = Maturity Change Management Receipt of Request for Change Assessment, Authorization, and Scheduling Requests for Change Post implementation evaluation Build, test and Deploy Changes 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 # 0 Incomplete 1 Performed 2 Managed 3 Established 4 Predictable 5 Optimizing Change Management Receipt of Request for Change Assessment, Authorization, and Scheduling Requests for Change Build, Test, and Deploy Changes Post implementation evaluation
Operations Assessment ISO 15504 Reference Models Adaptable Aligned with business objectives Level 5 – Optimizing --- Level 0 – Incomplete Identified inputs Practices Identified outputs Level 1 – Performed Managed resources Managed time Documented procedures Documented outputs Level 2 – Managed Process defined Skills known Tools deployed Level 3 – Established Process measured Process controlled Level 4 – Predictable Process Attributes Levels
Maturity Ratings Example What you get ISO 15504 Maturity Levels
Maturity Ratings Example What you get ISO 15504 Maturity Levels
More directly addresses results rather than efforts
Managed Vs Unmanaged Process
Process maturity ≠ Bureaucracy or Paperwork
MOF Case Study BP Digital Business Operations “ 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
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.
Microsoft Operations Framework enables BP to achieve outstanding levels of service from its Microsoft platform and ensure change management best practice.
Successfully introduced a robust change management system
Project Time Line Engagement Process Project closure Operations Assessment Operations guide Working practices, roles, and responsibilities A Consistent and Predictable Process Business value Work order/ scope Architecture guide Test overview plan and test case detail plan Deployment guide Evaluate Assess/Plan Design/Build Test Deploy/Operate