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ITOperationsatMicrosoft

Published:

May2004ITOperationsatMicrosoft

PuAgendaITMissionFactsandFiguresCentralizedITModelOperationsServiceOfferingsStandardizationManagementToolsLessonsLearnedAgendaITMission2ITMissionPrioritiesBethefirstandbestMicrosoftcustomerProvidethoughtleadershipSetacoordinatedITstrategyRunaworldclassutilityITMissionPrioritiesBethefi3E-mail5-7Me-mailmessagesperdayinternally8.5Minboundmails/day7.5Minboundmailsfiltered/dayMicrosoftITEnvironmentDevices200KPCs8Kdatacenterservers275Knetworkhosts10KnetworkdevicesIncidentMgmt90Khelpdeskcalls/month7KinfrastructureServiceRequests/month6Kchanges/monthMonthlyRemoteAccess45KRAS49KOWA18KRPCoverhttpAppsSingleInstanceSAP1,371LOBappsPhones11Mcampuscalls/month6.3MPSScalls/monthLocations317sites25%InternetonlyconnectUsers50KEmployees5KContractors17KVendorsE-mailMicrosoftITEnvironment4317WANsitesin65countriesMicrosoftNetworkOverviewCharlotteHubandspoketopologyMorethan8,000serversSydneyChofu&OtemachiLesUlisTVPDublinBeneluxMadridDubaiSingaporeJohannesburgSaoPauloCanyonParkRedmondLosColinasChicagoMilanStockholmMunichSiliconValleyCISCOforproductionnetwork317WANsitesin65countries5ITOrganizationCentralizedIToperationsReducedoperationcosts38%lowerthandistributed–Gartner1RequiredforeffectivestandardizationRegionalrepresentationAccountmanagersarethe“face”ofITinregionsProvidesunderstandingoflocalbusiness

andculturalissuesAllowsforlocalaccountabilityandinvolvementwiththebusiness–LinksITservicelevelsdirectlytolocalizedbusinessdriversITOrganizationCentralizedIT6WorldwideserviceofferingdefinitionsServerOffering1:Power,cooling,andphysicalsecurityServerOffering2:Addbesteffort(reactive)supportServerOffering3:AddfullservicesupportKeyguidelinesHighercompliancewithstandardsasyougoupSpecificsoftwarepatches/upgradesnotoptionalClarifyroles,responsibilities,andexpectationsbetweenITandCustomerOperationsServiceOfferingsWorldwideserviceofferingde7StandardizationAchievingstandardizationServiceleveldeterminesITsupportbasedon

degreeofstandardizationAllowmostanything,butprovidetopsupportfor

thosewhorunstandardhardware&softwareplatformModelmakesitmoreexpensivetobe

non-standardasbusinessunitscannotmatchourefficiencies/economiesofscaleSecuritypatchesarenotoptionalKeytoefficiencyandeffectivenessReducedcomplexity,support,andtrainingrequirementsReducedmean-timetoresolve(MTTR)throughgreaterexperience/expertisewithstandardsystems/platformsStandardizationAchievingstand8LeverageCentralizationMonitoringspaceGNOC,DCOPS,GTOCToolsconsoleGlobalviewandcorrelationProcessandescalationtemplatesSharedresourcesandbestpracticesTechNetLeverageCentralizationMonitor9IssueResolutionDrivetosolveissuesremotelyTier3escalationgroup/infrastructureserviceServicemanagementgroup/infrastructureserviceClearlinebetweenapplication/infrastructuresupportIssueResolutionDrivetosolve10ToolsMicrosoftOperationsManagerastoptierconsoleAlltoolsinstrumentedforWindowsNTeventsAutoticketgenerationbasedonalertsBusinessPrioritizationofIssuesMeasure,track,andimprovekeymetricsVolume(overallactivity)Latency(96%ofalertsatconsoleinlessthantwominutes)Alerttoticketratio(from35:1to3:1in2years)EmphasisonremoteresolutionofsoftwareissuesToolsMicrosoftOperationsMana11LessonsLearnedChargebackmodelPartialcostrecovery–directcostonlytoinfluencebehaviorIncludesdatacenter,network,backup,service,

andsupportcostsUnitpricesdonotvaryinafiscalyearDoesnotunderminebudgetingeffortsCustomerslivewiththeirvolumevariancesEmpowercustomerstocalculatecost

impactofdecisionsIncreasevisibilityandaccountabilityforITcostsLessonsLearnedChargebackmode12LessonsLearnedFacilitiescompetency

asarequirementfor

highavailabilityIfthedesignavailability

ofthefacilityisnotknown,neitheristhatoftheserviceLessonsLearnedFacilitiescomp13LessonsLearnedEffectiveWorldwideITincludesCentralizedinfrastructureRegionalITrepresentationStandardsforhardware,

software,tools,andnetworkCentralstrategyfordistribution

ofkeyinfrastructureassetsLeverageactivedirectoryDatacentersande-mailLessonsLearnedEffectiveWorld14LessonsLearnedDisasterrecoverypreparednessPreparenowPlanforasubstantialandlengthyeffortCreateaglobalcommandteamformajorincidentresponseLessonsLearnedDisasterrecove15LessonsLearnedExecutivesupportSecuritydecisionsConsolidationstrategiesPrioritizationdecisionsintobudgetreality

Metrics,metrics,andmetricsFocusonwhattomeasureandwhySharedgoalsLessonsLearnedExecutivesuppo16ForMoreInformationAdditionalcontentonMicrosoftITdeploymentsandbestpracticescanbefoundonMicrosoftTechNet/technet/itshowcaseMicrosoftCaseStudyResources

/resources/casestudies

ForMoreInformationAdditional17Thisdocumentisprovidedforinformationalpurposesonly.MICROSOFTMAKESNOWARRANTIES,EXPRESSORIMPLIED,INTHISDOCUMENT.?2004MicrosoftCorporation.Allrightsreserved.Thispresentationisforinformationalpurposesonly.MICROSOFTMAKESNOWARRANTIES,EXPRESSORIMPLIED,INTHISSUMMARY.Microsoft,MicrosoftPress,VisualStudio,VisualSourceSafe,WindowsandWindowsNTareeitherregisteredtrademarksortrademarksofMicrosoftCorporationintheUnitedStatesand/orothercountries.Thenamesofactualcompaniesandproductsmentionedhereinmaybethetrademarksoftheirrespectiveowners.Thisdocumentisprovidedfor18AppendixAppendix19Environment

ServerManagementCostsDistributionofdirect

costsforservers

inHeadquartersDataCenterServicesrepresented

aretypicalofenterpriseorganizations(productdevelopmentandtestcostsfactoredout)Environment

ServerManagemen20ToolsMicrosoftOperationsManager:ServersandconsoleInchargebySMARTS:NetworkmonitoringHardwaremonitoringtoolsCompaqInsightManager(CIM),DellOpenManage,HPToptools,etc.SupporttoolsCustomsolutionforcustomermanagement,Siebelforticketing,PrimusforknowledgemanagementCustomsolutionforperformancetrendingCiscoWorksforpushingcodetoNetworkdevicesMeasurementtoolsDashboardsandscorecardsprovidesummaryviewandindicatetrendsToolsMicrosoftOperationsMana21ITOperationsatMicrosoft

Published:

May2004ITOperationsatMicrosoft

PuAgendaITMissionFactsandFiguresCentralizedITModelOperationsServiceOfferingsStandardizationManagementToolsLessonsLearnedAgendaITMission23ITMissionPrioritiesBethefirstandbestMicrosoftcustomerProvidethoughtleadershipSetacoordinatedITstrategyRunaworldclassutilityITMissionPrioritiesBethefi24E-mail5-7Me-mailmessagesperdayinternally8.5Minboundmails/day7.5Minboundmailsfiltered/dayMicrosoftITEnvironmentDevices200KPCs8Kdatacenterservers275Knetworkhosts10KnetworkdevicesIncidentMgmt90Khelpdeskcalls/month7KinfrastructureServiceRequests/month6Kchanges/monthMonthlyRemoteAccess45KRAS49KOWA18KRPCoverhttpAppsSingleInstanceSAP1,371LOBappsPhones11Mcampuscalls/month6.3MPSScalls/monthLocations317sites25%InternetonlyconnectUsers50KEmployees5KContractors17KVendorsE-mailMicrosoftITEnvironment25317WANsitesin65countriesMicrosoftNetworkOverviewCharlotteHubandspoketopologyMorethan8,000serversSydneyChofu&OtemachiLesUlisTVPDublinBeneluxMadridDubaiSingaporeJohannesburgSaoPauloCanyonParkRedmondLosColinasChicagoMilanStockholmMunichSiliconValleyCISCOforproductionnetwork317WANsitesin65countries26ITOrganizationCentralizedIToperationsReducedoperationcosts38%lowerthandistributed–Gartner1RequiredforeffectivestandardizationRegionalrepresentationAccountmanagersarethe“face”ofITinregionsProvidesunderstandingoflocalbusiness

andculturalissuesAllowsforlocalaccountabilityandinvolvementwiththebusiness–LinksITservicelevelsdirectlytolocalizedbusinessdriversITOrganizationCentralizedIT27WorldwideserviceofferingdefinitionsServerOffering1:Power,cooling,andphysicalsecurityServerOffering2:Addbesteffort(reactive)supportServerOffering3:AddfullservicesupportKeyguidelinesHighercompliancewithstandardsasyougoupSpecificsoftwarepatches/upgradesnotoptionalClarifyroles,responsibilities,andexpectationsbetweenITandCustomerOperationsServiceOfferingsWorldwideserviceofferingde28StandardizationAchievingstandardizationServiceleveldeterminesITsupportbasedon

degreeofstandardizationAllowmostanything,butprovidetopsupportfor

thosewhorunstandardhardware&softwareplatformModelmakesitmoreexpensivetobe

non-standardasbusinessunitscannotmatchourefficiencies/economiesofscaleSecuritypatchesarenotoptionalKeytoefficiencyandeffectivenessReducedcomplexity,support,andtrainingrequirementsReducedmean-timetoresolve(MTTR)throughgreaterexperience/expertisewithstandardsystems/platformsStandardizationAchievingstand29LeverageCentralizationMonitoringspaceGNOC,DCOPS,GTOCToolsconsoleGlobalviewandcorrelationProcessandescalationtemplatesSharedresourcesandbestpracticesTechNetLeverageCentralizationMonitor30IssueResolutionDrivetosolveissuesremotelyTier3escalationgroup/infrastructureserviceServicemanagementgroup/infrastructureserviceClearlinebetweenapplication/infrastructuresupportIssueResolutionDrivetosolve31ToolsMicrosoftOperationsManagerastoptierconsoleAlltoolsinstrumentedforWindowsNTeventsAutoticketgenerationbasedonalertsBusinessPrioritizationofIssuesMeasure,track,andimprovekeymetricsVolume(overallactivity)Latency(96%ofalertsatconsoleinlessthantwominutes)Alerttoticketratio(from35:1to3:1in2years)EmphasisonremoteresolutionofsoftwareissuesToolsMicrosoftOperationsMana32LessonsLearnedChargebackmodelPartialcostrecovery–directcostonlytoinfluencebehaviorIncludesdatacenter,network,backup,service,

andsupportcostsUnitpricesdonotvaryinafiscalyearDoesnotunderminebudgetingeffortsCustomerslivewiththeirvolumevariancesEmpowercustomerstocalculatecost

impactofdecisionsIncreasevisibilityandaccountabilityforITcostsLessonsLearnedChargebackmode33LessonsLearnedFacilitiescompetency

asarequirementfor

highavailabilityIfthedesignavailability

ofthefacilityisnotknown,neitheristhatoftheserviceLessonsLearnedFacilitiescomp34LessonsLearnedEffectiveWorldwideITincludesCentralizedinfrastructureRegionalITrepresentationStandardsforhardware,

software,tools,andnetworkCentralstrategyfordistribution

ofkeyinfrastructureassetsLeverageactivedirectoryDatacentersande-mailLessonsLearnedEffectiveWorld35LessonsLearnedDisasterrecoverypreparednessPreparenowPlanforasubstantialandlengthyeffortCreateaglobalcommandteamformajorincidentresponseLessonsLearnedDisasterrecove36LessonsLearnedExecutivesupportSecuritydecisionsConsolidationstrategiesPrioritizationdecisionsintobudgetreality

Metrics,metrics,andmetricsFocusonwhattomeasureandwhySharedgoalsLessonsLearnedExecutivesuppo37ForMoreInformationAdditionalcontentonMicrosoftITdeploymentsandbestpracticescanbefoundonMicrosoftTechNet/technet/itshowcaseMicrosoftCaseStudyResources

/resources/casestudies

ForMoreInformationAdditional38Thisdocumentisprovidedforinformationalpurposesonly.MICROSOFTMAKESNOW

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