Microsoft Confidential Operational Excellence Adrian Renshaw & Karsten Smet.

Microsoft Confidential

Operational Excellence

Adrian Renshaw & Karsten Smet


Agenda

Operations Excellence SolutionsOverview of OSRFuture SolutionsQ&A


Operations Excellence - Vision

Enable our customer’s to provide efficient and cost-effective IT services that are aligned with their business requirements:• Eliminates unnecessary cost and complexity

of the management and delivery of IT services

• Establishes a responsive and proactive service focused infrastructure

• Focuses on the “abilities”• Availability • Manageability• Supportability• Serviceability


…our journey to Health

Problem & Incident Management With MOM

Change & ReleaseConfiguration

Clusters & SAN

Continuous ProcessImprovement Service Level

Management

RESULTS: Microsoft Reduced Costs; Increased Availability

Microsoft IT Experience


Operational Excellence Solution Family


Real Solutions

Tools andtechnologies

Repeatable processes

Trained people


Risk Assessment Program

Targeted to Premier customers

Current offers: ADRAP, ExRAP, SQLRAP & CSRAP

Customer deliverables:Key Findings Report and ScorecardMSIT Best

Practices and Troubleshootin

g StepsSnapshot Tool to Collect &

Analyze Data (real-time)

On-site Knowledge

Transfer and WorkshopTechnical ReferenceAutomated PowerPoint Summary

Presentation


SLM – Measure what you Manage


DCM – Controlling the Environment

Change and Release Management

Configuration Management

1,000+ settings from MSITConfiguration Scorecard


Proactive Monitoring with MOM

Reduce operational costs by implementing an optimized monitoring process and toolsProcess and tools to support Proactive Problem and Incident Management Optimized Alerting Customized Reports and Tuning Process Reduce Ticket to Incident Ratio


SUM ImplementationImplementation Phases

Evaluate - The Evaluate phase identifies gaps in the current software update management process and provides prescriptive recommendations.

Create - The Create phase builds on the actions that were previously defined in the working sessions of the Evaluate phase.

Test and Optimize - Throughout the Test and Optimize phase, workshop participants will collaborate with the Microsoft Operations Consultant to test and optimize the actions that were taken during the Create phase.


Operations Strategy Review


Background

Our enterprise customers have made significant technology investments over the past five years in an effort to:

Control costsIncrease security / reduce risksAdhere to regulatory complianceFix other IT-related problems

There has been a shift in IT awareness of operational management disciplines

Process and service driven organizationsBusiness alignment – IT as the enablerIdentify significant cost savings


Background

However, most organizations have struggled with developing an IT maturity strategy

Synergizing IT investment, processes and peopleRealization of TCO and ROI


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Meeting the Challenge:Operations Strategic Review

3-day series of interactive discovery and planning workshops

Getting IT leaders and stakeholders together to focus on what are the critical business and IT challenges

Provides guidance and best practices for building an actionable roadmap for organizational maturation Proactive

Maturity Roadmap

Envisioning

Discover

y

IT Challenges


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Core Models

ITIL

MOF

ITIL: the international standard for IT Service ManagementNo need to re-invent the wheelAllows us to address processes for heterogeneous environments


ReactiveAd hocProblem-Driven“AvoidingDowntime”

Reactive Stable ITRequest DrivenChange Management and Planning“Keeping ItRunning”

ProactiveAccountableIncreased MonitoringFormal ChangeManagementSLA’sImprovementPredictability“Quality Driven”

ProactiveOptimizingCosts and QualityAgileSelf Assessingand ContinuousImprovement“Taking The Lead”

Core Models


Instituting Continuous Improvement

What is the vision?

Where are we now?

Where do we want to be?

How do we get there?

How will we knowwe’ve arrived?

Measurements and metrics

Process improvements

Measurable targets

Assessments

High level business objectives

Continuous improvement…


Specific OSR Objectives

1. Validate current maturity level (IOM), realigning the maturity action plan where necessary

2. Elicit Problem / Opportunity statements and align these with your business and IT goals

3. Establish a framework for long-term operational improvement by delivering a multi-phased “roadmap” of solutions

4. Create focus on core business improvement initiatives based on IOM

5. Engage and deliver across multiple IT stakeholder groups

A B

Help you over the lifecycle of your Microsoft investment


Day 3Day 2Day 1

OSR Session Details

• Clarity of Scope

• Organization and Synergy

Kickoff (1 hr)

• Problem Review

• Foundational Concepts

Discovery(2-3 hrs)

• Finalize Planning

• Presentation and Next Steps

Closeout (1 hr)

•Create Qualified Opportunities

•Set Priority and Plan

Prioritization (1.5 hrs)


Deliverable Snapshots

Maturity Assessment

Improvement Program

Qualified Proposals

BASIC STANDARDIZED RATIONALIZED DYNAMICIdentity & Access Mgmt 50.00% 0.00% 0.00% 0.00%

Desktop, Server & Device 50.00% 16.67% 25.00% 0.00%Security & Networking 100.00% 25.00% 0.00% 0.00%

Data Protection & Recovery 100.00% 33.33% 0.00% 0.00%Service Operations 37.50% 14.29% 33.33% 0.00%

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% 100.00%

Identity & Access Mgmt

Desktop, Server & Device

Security & Networking

Data Protection & Recovery

Service Operations

DYNAMIC

RATIONALIZED

STANDARDIZED

BASIC


Customer Example

Organizational Challenges before the OSR:

No test labIncident and Problem Management was ineffective – high level of customer complaintsSignificant server driftCIO felt there was no synergy between his IT groups, too many silos


Customer ExampleCorrective Measures after the OSR:

Defined holistic testing strategy – roles and responsibilities, resource planning and technology (configuration) managementDeveloped strategic partnership to create additional value via Premier support agreementAssembled a focused, realistic project portfolio to instill strong service management disciplines:

Platform stabilizationSLA / OLA implementationKnowledge Base


The Future: Operations Portal


Customer Use of Operations Center

WorkflowData

Warehouse

Collaboration Reporting

MOSS 2007

Reporting• Solution Trending• Solution Correlation• Management

Dashboards• Webparts

Collaboration• Calendaring• Role

Knowledge• RSS, Wiki,

Web 2.0• Document

Mgmt

Knowledge Management

Hosted

Project Integration• PMOM• DCM• SLM• ADRAP

Remediation Integration• DCM Remediation• RAP Remediation• RKM Roles and Work

Items• Risks / Mitigations• Workflows – SCCM,

SCOM• Automated FSC

Documentation

Knowledge Base

Core Content

Best Practice

Communication• Service Manager

Reviews• TAM Reviews• Operations Team

Sites• Webparts


Solution – RKM

Solution: Roles and Knowledge Management – Improve efficiency of IT staff. Allow people to work more effectively by optimizing distribution of responsibilities. Increase focus on preventative maintenance to improve availability. Understand how to assign tasks for effective execution. Improve knowledge sharing.

CallHandler

IncidentResolver

IncidentCoordinator

ProblemAnalyst

IncidentManager

Service DeskManager

ConfigurationManager

ChangeManager

The RKM solution provides the following benefits for The Customer:

Improved use of IT documentationIncreased clarity of role accountability and responsibilityKey work items understood by staffReduced overtimeReduced staff turnoverBetter understanding of work item completion


Operations Center and RKM

WorkflowData

Warehouse

Collaboration Reporting

MOSS 2007

Collaboration• Calendaring• Role

Knowledge• RSS, Wiki,

Web 2.0• Document

Mgmt

Knowledge Management

Hosted

Work Items• AD Specific• Remediation –

DCM, RAP• PMOM• SLM

Roles and Work Items• Detailed work items

in XML• Customized work

items• Role Accountability

Documentation

Knowledge Base

Core Content

Best Practice

Communication• Service Manager

Reviews• Operations Staff 1:1s• Operations Team

Sites• Reporting


The Future: Expansion of Current Family


The Proposed OpsRAP solution will be based upon the RAPID Platform Will be used to

measure Operational Health from a Process perspective

Utilizes using a mixture of Surveys and Diagnostics (prove what we hear)

Enable Customers to be assessed in a repeatable manner

Data will provide the ability to gather information and benchmark Customers on a series of areas.

Build upon the process elements of current RAPs by providing an Assessment of Service Management teams

Technology Verification Diagnostics

MBSA

MOM CustomReport (PMM)

Configuration Verification

BIZView

ISO20k

ITILv3 - (Service Lifecycle)

MOFv3/v4

MSIT Policies, Processes, and Procedures

Title FunctionRule Name: IndexRule Explanation: () Rule fires if test returns

False/True etc.Rule Cost: () From 0 to -100 (risk is always

negative)Issue DescriptionImportance Why is this an IssueBest Practice Guidance What should the Customer be

doingHow MSIT Does IT

How MSIT resolves this issue

Recommended Resolution Required activity to resolveRemediation Solution Is there a remediation solution

or proactive service, based on the Premier Catalogue that could resolve/prevent this from occurring

Recommended Documentation

Links to applicable articles and KBs

Rapid Assessment Rules

Process Survey ‘Tiers’

OpsRAP


DCM and SLM

Expanding products to cover:Planning to cover a wider range of products SLM feature updatesDCM RemediationSMAP Automation


Discussion?Discussion?

Questions?

© 2006 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.

Microsoft Confidential Operational Excellence Adrian Renshaw & Karsten Smet.

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Transcript of Microsoft Confidential Operational Excellence Adrian Renshaw & Karsten Smet.