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Get Healthy?
Assess Plan Stabilize Educate Prevent Optimize
Risk Assessment
& Health Checks
On
Technology and
Service
Managements
Strategic IT
Improvement
Planning
Creating
Service Maps
Remediation
Dedicated
Solution
Engineers
Trainings and
Workshops
Roles &
Knowledge
Management
Desired
Configuration
Management
Software
Update
Management
Proactive
Monitoring
Service Level
Management
Service
Catalog
Formation
Desired Configuration Management (DCM)
Microsoft IT Change and Release Calendar
Change, Release, and Configuration Scorecard
Desired Configuration Monitoring Tool
Microsoft IT Configuration Templates
Template Quarterly Updates
Microsoft IT Release Policy Template
Microsoft IT Release Plan Templates
Role Guidance
Change Management
Configuration
Management
Release Management
Component Deliverables
Modeling
Service Map
Defining the components that make up the service
Defining the components that make up the service
Identify the “streams”
that make up the
service
This provides the basis
for my CI Templates
and associated release
plans
Gold Server
Data center server cluster
Gold Server
Data center server cluster
AD File Print WINS DNS
AV
OS
Hardware
DL 3
80 G
3
DL 3
80 G
3
DL580 G
4
DL580 G
4
DL580 G
4
Inside the Firewall
DCs Members DCs Members
MBX PF FE BH SMTP Exchange
Baseline Security
Windows
Core DCM
CI Templates
High Security
Proactive Monitoring Management (PMOM)
Bottom Line: “We do not feel we are getting the real
value from SCOM.”
Major Problem Implementation Review
Apply MSIT Custom Rules
Data Gathering
“Find the noise”
Tune OM Specifically
for Needs
Technology Stream
Incident/Problem Management
OM Rules Record Of Change
Help Define Sustained
Engineering Team
Process Stream
Defining incident escalation matrices
Defining incident escalation matrices
Develop escalation paths for dependent components
Optimized Alerting
Alert prior to server down
Sustained engineering team
Baseline comparison
Help Desk Call
Server Down
“Fire fighting mode”
Poor availability Reactive
Proactive
Mo
nito
rin
g S
pe
ctr
um
=
Baseline and Tuning process defined
Integration with Tuning team
Organize
and
Categorize
Alerts
Define
Baseline
Run
Tuning
Reports
3/21/2012 40
Service Level Management (SLM)
ACHIEVING ACCOUNTABILITY
You can’t manage it if you don’t measure it!
Service Level Agreements (SLAs)
Operating Level Agreements (OLAs)
Component Deliverables
Service Review Meetings
Role Guidance
Modeling
Measurement
Performance Standards
Communications
Service Map
SLA Scorecard Tool
Defining dependencies that impact availability
Defining dependencies that impact availability
Develop SLAs with
Key Customers
Defining dependencies that impact availability
Develop SLAs with
Key Customers
Develop OLAs with
owners of some of
Key Services
Planned 48%
Unplanned 48%
App-Exchange2000 6%
App-Windows 2003 12%
Network-DNS External 4%
Network-LAN 25%
Network-WAN 5%
Storage 15%
Unknown 33%
Roles & Knowledge Management (RKM)
Microsoft Operations Guides are
too large and some are too old….
We always seem to be
in firefighting mode….
We are always told to “do
more with less ….”
Staff turnover is getting
harder to manage….
We need to streamline our
operations staff but don’t
know where to start….
RKM uses a practical approach designed to realize
value more quickly
Recommended ITIL/MOF responsibilities are carried out
Responsibilities are assigned to promote effective execution
Formal task to role assignment drives immediate efficiencies
Becomes an integral part of the Service Knowledge Management
System
Process
Technology People
RKM uses a practical approach designed to realize
value more quickly
Recommended ITIL/MOF responsibilities are carried out
Responsibilities are assigned to promote effective execution
Formal task to role assignment drives immediate efficiencies
Becomes an integral part of the Service Knowledge Management
System
Process
Technology People
Organization Clear goals
Management system aligned with goals (governance)
Roles organized for efficient execution
Role and Responsibility
Best practice responsibilities are assigned
Responsibilities are organized for effective
execution
Roles facilitate scalability and knowledge
sharing
Process
ITIL/MOF processes implemented
Processes facilitate efficient execution of
tasks by roles
Performance measured through KPIs
Knowledge and Tasks All best practice tasks to manage the infrastructure are being completed
Tasks are organized for effective execution, focus on being proactive
All knowledge is “living”, accessible, and organized
Technology
Operations Center
Organization Clear goals
Management system aligned with goals (governance)
Roles organized for efficient execution
Role and Responsibility
Best practice responsibilities are assigned
Responsibilities are organized for effective
execution
Roles facilitate scalability and knowledge
sharing
Process
ITIL/MOF processes implemented
Processes facilitate efficient execution of
tasks by roles
Performance measured through KPIs
Knowledge and Tasks All best practice tasks to manage the infrastructure are being completed
Tasks are organized for effective execution, focus on being proactive
All knowledge is “living”, accessible, and organized
Technology
Operations Center
Organization Clear goals
Management system aligned with goals (governance)
Roles organized for efficient execution
Role and Responsibility
Best practice responsibilities are assigned
Responsibilities are organized for effective
execution
Roles facilitate scalability and knowledge
sharing
Process
ITIL/MOF processes implemented
Processes facilitate efficient execution of
tasks by roles
Performance measured through KPIs
Knowledge and Tasks All best practice tasks to manage the infrastructure are being completed
Tasks are organized for effective execution, focus on being proactive
All knowledge is “living”, accessible, and organized
Technology
Role and Responsibility
Service Map Role Assessment
Operations Center
Organization Clear goals
Management system aligned with goals (governance)
Roles organized for efficient execution
Role and Responsibility
Best practice responsibilities are assigned
Responsibilities are organized for effective
execution
Roles facilitate scalability and knowledge
sharing
Process
ITIL/MOF processes implemented
Processes facilitate efficient execution of
tasks by roles
Performance measured through KPIs
Knowledge and Tasks All best practice tasks to manage the infrastructure are being completed
Tasks are organized for effective execution, focus on being proactive
All knowledge is “living”, accessible, and organized
Technology
Role and Responsibility
Service Map Role Assessment
Knowledge and Tasks
Task Assignment Work Instructions
Operations Center
Organization Clear goals
Management system aligned with goals (governance)
Roles organized for efficient execution
Role and Responsibility
Best practice responsibilities are assigned
Responsibilities are organized for effective
execution
Roles facilitate scalability and knowledge
sharing
Process
ITIL/MOF processes implemented
Processes facilitate efficient execution of
tasks by roles
Performance measured through KPIs
Knowledge and Tasks All best practice tasks to manage the infrastructure are being completed
Tasks are organized for effective execution, focus on being proactive
All knowledge is “living”, accessible, and organized
Technology
Role and Responsibility
Service Map Role Assessment
Knowledge and Tasks
Task Assignment Work Instructions
Collaboration Reporting Indexed Search Portal
Operations Center
Person
Paul Sandra Ann John Brian
Person
Role
Paul Sandra Ann John Brian
Operator Administrator Deployment Architect Manager
Person
Role
Responsibility
Area
Paul Sandra Ann John Brian
Operator Administrator Deployment Architect Manager
AD Exchange HP DL 380 Antivirus Windows SQL
Person
Role
Responsibility
Area
Document
Type
Paul Sandra Ann John Brian
How-To Documents
Common Errors
Support Scripts
Recovery Procedures
Design Specs
Network Topology
Policies
Standards
System Documentation
Build Documentation
Install Scripts
Work instructions
Procedures
Policies / Standards
Schedules
Operator Administrator Deployment Architect Manager
AD Exchange HP DL 380 Antivirus Windows SQL
Person
Role
Responsibility
Area
Document
Type
Paul Sandra Ann John Brian
How-To Documents
Common Errors
Support Scripts
Recovery Procedures
Design Specs
Network Topology
Policies
Standards
System Documentation
Build Documentation
Install Scripts
Work instructions
Procedures
Policies / Standards
Schedules
Operator Administrator Deployment Architect Manager
AD Exchange HP DL 380 Antivirus Windows SQL
Person
Role
Responsibility
Area
Document
Type
Paul Sandra Ann John Brian
How-To Documents
Common Errors
Support Scripts
Recovery Procedures
Design Specs
Network Topology
Policies
Standards
System Documentation
Build Documentation
Install Scripts
Work instructions
Procedures
Policies / Standards
Schedules
Operator Administrator Deployment Architect Manager
AD Exchange HP DL 380 Antivirus Windows SQL
Person
Role
Responsibility
Area
Document
Type
Paul Sandra Ann John Brian
How-To Documents
Common Errors
Support Scripts
Recovery Procedures
Design Specs
Network Topology
Policies
Standards
System Documentation
Build Documentation
Install Scripts
Work instructions
Procedures
Policies / Standards
Schedules
Operator Administrator Deployment Architect Manager
AD Exchange HP DL 380 Antivirus Windows SQL
Example: Ann is an Exchange Administrator. Ann will need access to Exchange
Administrator tasks and work instructions and also a calendar showing when
Exchange Administrator tasks should be executed.
Person
Role
Responsibility
Area
Document
Type
Paul Sandra Ann John Brian
How-To Documents
Common Errors
Support Scripts
Recovery Procedures
Design Specs
Network Topology
Policies
Standards
System Documentation
Build Documentation
Install Scripts
Work instructions
Procedures
Policies / Standards
Schedules
Operator Administrator Deployment Architect Manager
AD Exchange HP DL 380 Antivirus Windows SQL
Microsoft SharePoint 2010
Microsoft SharePoint 2010
Collaboration Calendaring
Role Knowledge
RSS, Wiki, Web 2.0
Document Mgmt
Roles and Work Items Detailed Work Instructions
Role Assignments
Role Accountability
Security Groups
Communication Service Manager Reviews
Operations Staff 1:1s
Operations Team Sites
Reporting
Service Maps
Content Packs Windows Server®
Active Directory®
Exchange Server
SharePoint®
SQL Server
OCS
SCOM
SCCM
Microsoft SharePoint 2010
Collaboration Calendaring
Role Knowledge
RSS, Wiki, Web 2.0
Document Mgmt
Knowledge Management
Roles and Work Items Detailed Work Instructions
Role Assignments
Role Accountability
Security Groups
Documentation Knowledge Base
Core Content Best Practice
Communication Service Manager Reviews
Operations Staff 1:1s
Operations Team Sites
Reporting
Service Maps
Content Packs Windows Server®
Active Directory®
Exchange Server
SharePoint®
SQL Server
OCS
SCOM
SCCM
Workflow Database
Collaboration Microsoft SharePoint 2010
Collaboration Calendaring
Role Knowledge
RSS, Wiki, Web 2.0
Document Mgmt
Reporting
Knowledge Management
Roles and Work Items Detailed Work Instructions
Role Assignments
Role Accountability
Security Groups
Documentation Knowledge Base
Core Content Best Practice
Communication Service Manager Reviews
Operations Staff 1:1s
Operations Team Sites
Reporting
Service Maps
Content Packs Windows Server®
Active Directory®
Exchange Server
SharePoint®
SQL Server
OCS
SCOM
SCCM
Optimize the efficiency of operation staff
Improve knowledge sharing
Gain more value of existing documentation
Increase employee accountability and assign tasks effectively
Improve service availability by increasing preventative maintenance
Q & A
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