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Microsoft Operational Framework
 

Microsoft Operational Framework

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    Microsoft Operational Framework Microsoft Operational Framework Presentation Transcript

    • 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
      • Untested Applications
      • Change Management
      • System / Application Overload
      • Weak Problem Detection
      • Forgot Something
      • Lack of Procedures
      • Backup Errors / Security
      • Hardware / Platform
      • Network
      • Power and Disaster
    • Guidance – Closing the Gap
      • Insert CD
      • Lack of Best Practices
      Best Managed Systems Microsoft TAM
    • 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 avail a bility ?
          • Ava i l a bility Management
      • Catastrophic outage due one group implementing a change and not notifying other related groups?
          • Change Management
    • Address Business Level Needs
      • Foundational Capabilities
      • Security Patch Management
      • Operational Agility
      • Service Availability
      • Service Management
      • Service Level Agreement
      • Critical Incident Services
      Cost of 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
    • 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
    • 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
    • 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
    • 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
    • Five-phase Assessment Process Building Action Plan Analyzing Results Envisioning Planning Gathering Data Outputs Outputs Outputs Outputs
    • Operations Assessment Five-phase Process
    • 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
    • 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
    • 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
    • Gap Analysis Assessment & Implementation Installs Operational Efficiency into your Organization
    • Creating a Gap Analysis
      • Each assessed SMF is described in the analysis section by:
        • Description
        • Rating (assessment)
        • Observation
        • Analys i s
        • Recommendations
    • 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
      • Outputs of this phase include:
        • Final assessment report
        • Gap analysis
        • Action plan
        • Presentation to customer
      Final Deliverables Customer
      • 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
      Operations Assessment Continuous Improvement
    • 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
    • (A few comments…)
      • The Process Approach:
        • 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
    • 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
      Impact Business Goals Solution Offering
    • 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
    • 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
    • Engagement Process to Deliver the Solution
    • Ex ample 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 Anal ysis Report (5 days)
      • MOF Executive Presentation & Report Overview (1 day)
      • TOTAL: 20 days + X Interview days
    • 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
    • MSM Delivery Partners
      • Avanade
      • Unisys
      • Certified regional partners
      • Microsoft Worldwide Services
    • Be Committed to Excellence
      • Start your day right
      • Involved
      • Committed
      • Microsoft Management community resources are available at http://www.microsoft.com/management/community
      • You’ll find information on
        • Listing of top newsgroups
        • Schedule of online chats and webcasts
        • User Group contact info
        • Non-Microsoft community websites
      Community Resources
    • 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
    • For More Information
      • http://www.microsoft.com/solutions/msm
      • http://www.microsoft.com/management
      • http://www.microsoft.com/mof
      • http://www.itil.co.uk
      • http://www.itsmf.net
    • © 2003 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
    • 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 Analys is r eport
        • Onsite Executive presentation to customer