Keeping Your CIO Happy: Microsoft Office SharePoint Server 2007 SLA Scorecarding with Operations Manager 2007 and SQL Server 2008

Gordon McKenna - MVP System Center Operations Manager - Inframon Ltd

Sean Roberts – Head of Product Development – Inframon Ltd

AgendaIntroductionRole PlayThe IT Iceberg EffectDefining a Performance FrameworkThe SLA EvolutionOperations Manager Report DemoDashboards OverviewCreating a CIO Dashboard Demo in SQL Reporting Services 2008 R2Questions

About Inframon

“One of the best System Center Partners in the world” – Ryan O’Hara, Director of System Center Marketing, Microsoft, November 2009System Center SpecialistsEMEA based System Center consultancy, solutions and trainingThe only two System Center Operations Manager MVPs in the UK…

Role Play“Us” versus “Them”

Role Play

IT v Business WorldUnderstanding the Problem

• Finances IT

• Feels that money is spent but systems are down or slow

• Downtime costs HIM money

• Has no visibility into IT performance

• Has to constantly prod IT for information

• Has a poor perception of IT

• Constantly under attack from the business

• Variable goals, measures and targets

• Constantly fire fighting the latest adhoc “problem”

• Performs a lot of work that adds value but is unseen by the business

• Feels undervalued and over worked.

An Analysis of Issues

No agreed upon framework for

acceptable performance

Cannot measure, scorecard or trend

Performance

Lack of visibility & transparency

Reactive Problem Solving

Cannot identify poor performing

apps

Poor planning & investment

decision

IT Blackhole effect

Microsoft Operations Manager SLA Evolution

Calculated & Derived Availability Report

(MOM 2005)

Health Model Availability and Performance (OpsMgr 2007)

Service Level Tracking(OpsMgr 2007 R2)

Retrospective Near Real Time Real Time

Basic Standardised Dynamic

The IT Iceberg Effect

Processes

People

Solutions

Performance

Availability

Costs

Value

• Value – Does this service deliver me tangible value and help me to execute my function?

• Costs – Are costs realistic, transparent and controlled?

• Availability – Is this service available when I need it. Downtime costs me money.

• Performance – We need an agreed upon framework for acceptable performance of the technology and related support processes

Service Level AgreementsConstructing our SLA

Hours of Operation (9-5/24-7)Determination of Scope (Application A & B)Definition of Measurable Items

Availability (Uptime)Performance (Response Time)

Acceptable TargetsAvailability>99.5%Performance (Response Time)

Business ProcessConsumersFrequencyDelivery Method

Operations Manager ReportingFinding SLA Information

Service Level TrackingStandard SLA ReportingService Level Dashboard V2Delivery Mechanism

AdhocExport to XLS/PDF etc

Scheduled DeliveryEmailNetwork Share

Publishing to Sharepoint

Operations Manager 2007 ReportingGetting SLA Information

DEMO

End to End Enterprise Reporting Framework Self Service Portal

Custom Reports

Service Level Dashboard V2

SSRS 2008 R2

IT Operators

IT Analysts

Executives

Analysis

Data Warehouse

Default Reports

Ops

Mgr

IT Managers

Shar

ePoi

nt 2

007

OLAPCube

Performance Point

Building a CIO Scorecard in SSRS

Collect Data from Operations Manager DWReport Builder 3.0Report upon

AlertsAvailabilityKey Metrics

Sources data from SQLCubes

Microsoft Operations Manager DW

Live Data Warehouse

Multiple AggregatesRawHourlyDaily

Choosing the right aggregate; Gotchya!

Report Builder 3.0 (November CTP)

ClickOnce application

No longer requires report models (Since 2.0)

Runs reports locally

Tablix Reports

Includes Maps… that’s right MAPS!!!!

SSRS v PerformancePoint

• Constrained by web parts

• Exports to PowerPoint & Excel

• No scheduled delivery

• Uses SSAS and SSRS

• Has slice and dice

• Low learning curve once cube is configured

•Highly Customizable Format

• Exports to multiple formats (PDF, tiff, word, html, mhtml, excel, csv)

• Scheduled delivery channels; email, file share to snapshots

• Requires more skills in SQL or SSAS

• No slice and dice functionality

•Has maps and dials

Service Level Objectives

Managed Entities (State)

Managed Entities (Collection)

Fact Tables

Creating a CIO Dashboard in SQL 2008 R2

DEMO

Custom Reports

Service Level Dashboard V2

SSRS 2008 R2

IT Operators

IT Analysts

Executives

Analysis

Data Warehouse

Default Reports

Ops

Mgr

IT Managers

Shar

ePoi

nt 2

007

OLAPCube

Performance Point

End to End Enterprise Reporting Framework Self Service Portal

ConclusionImportance of SLA Reporting

Gathering SLA Information from Operations Manager

Defining the Operational Reporting Framework

Creating CIO Dashboards

Q & A

www.microsoft.com/teched Tech·Talks Tech·Ed BloggersLive Simulcasts Virtual Labs

http://microsoft.com/technet

Evaluation licenses, pre-released products, and MORE!

Resources for IT Professionals

Complete an evaluation on CommNet and enter to win an Xbox 360 Elite!

© 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED

OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.