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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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