22

Déploiement des nouvelles technologies : retour d'expérience par l'informatique interne de Microsoft

9 Février 2010 Patrice TROUSSETDSI Microsoft France & BeneluxMicrosoft / MS IT

33

Microsoft IT : Challenges et Réalités

Similarities to other IT

Support desktop, integrated communications, network, data centers, application development for a global businessManage customer information on a massive scale (2B ‘personas’, 130M organizations)Support a rapidly changing business climate, new business models (Cloud, Online Services, Mobile)We have to balance investment in new applications with supporting legacy applications and infrastructureWe support multiple business units on a common infrastructure

We are like other large companies IT departments

Places Where We Differ…

MSIT is expected to be a world class showcaseMSIT is expected to utilize full range of MS productsMSIT personnel are in high demand as experts; EBCs, keynotes, 1:1 drill down, executive sponsorshipsCustomer expect MSIT to understand how MS products integrate with non-MS products

External Expectations

Historical lack of long-term focus on system and enterprise architecture 30+ years of silo’d business systems and architectureStill consolidating ITGenerally a focus on immediate requirement and not on long term implications; support, maintenance and enhancement costs Duplication of data and function across silos Little consistency of implementation leading to high cost of operations

Long-term Enterprise Architecture

44

Efficacité des processus

Databases multiples

Applications multiples

Applications non valorisées

Données mal exploitées

Proliferation des serveurs

Gestion du poste de travail

Dépense d’énergie

Optimisation des processus

Consolidation Databases

Portfolio standard d’applications

Déploiement & Adoption effectifs

Qualité et pertinences des Données

Consolidation/Virtualisation des serveurs Standardisation/Virtualisation du Poste de travail Réduction empreinte carbone

Coûts Opportunités

Les différents axes de travail

55

MS IT et contexte MicrosoftEvolution de l’Organisation

Managing Growth

Enterprise Credibility

IT Optimization

1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009

OnlineServices

MIS Org. Est.

Centralized

Global Network

SAP Deployment

Exchange DC

Consolidation

Admin IT De-

Centralized

1St Formal

F&B Program W2K

1st Enterprise Wide Dogfood Exchange 2000

Founded MACS

1 CIO Apps and

Infra.

Combine Field

IT

Est. WW

IT Ops

BOSG and

Azure F&B

Total Employés

2,376x

x3,057

3,839xx4,355 4,450x

BUIT’s Consolidat

ed2 – CIO’s

BUITs Decentraliz

ed

Data Center Consolidatio

n

5

66

Servers / Devices770K devices / 340K Computers6 production data centers supporting MSIT6 forests16 domainsCorp Forest

9 domains1 M objects - 11 Gb

Messaging20.9M internet emails received /day1.2M internet e-mails delivered /day

Sharepoints200K Sharepoint sites18,1 TB

Users / Sites170K end users700 buildings106 countries13 actively Used language (5 standard)Various Profile

Office dweller (40%)Campus Nomad (40%)Remote users (20%)Other (100,000+ partners) Remote Connectivity

11M remote connections/month906K VPN connections/month37.8M OWA connections/month

Microsoft Confidential

Online Environment350M active Hotmail accounts worldwide550M unique visitors to Microsoft sites/month worldwide2B Live Search queries/month worldwide

Contexte Microsoft & MS ITQuelques chiffres …

77

Contexte Microsoft & MS ITRéduire les coûts tout en absorbant une croissance significative de la demande

Dec 2008 YOY% Dec 2008 YOY%

Internal Users 170K +15% Support tickets/month 175K +15%

Trading Partners 82K +10% SharePoint sites 200K +15%

Buildings 700 +21% Invoices/month 345K +2%

OS Instances 800K +25% Application releases/month 350 +50%

Network devices 8,873 +16% Sites exceeding network SLA 13% +110%

Instant messages/month 80M +266% Internet E-mails/day 1,2M +15%

Spam filtered/day 20M +15% Storage 7PB +100%

Average mailbox size 600MB +55% Downloads/Month 1.2M +9%

UC minutes/month 1.4M +450% Batch job runs / month 5.5M NA

Conferencing min/month 38M +23% Remote Connections/month 1.4M +15%

88

Contexte Microsoft & MS IT

Metrics To Improve FY08 MYR FY09 MYR FY10 MYR FY11 Plan

Critical Application Availability 96.6% 99.5% 99.7% >99.9%

Major Service Outages / month >80 40 25 <10

Average Duration of Outages >7 hours >5 hours 5 hours <3 hours

Proactive Monitoring 40% 50% 55% 80%

Apps w/Tested DR Plans 2.6% 5.9% 14.9% 70% tested

Application User NSAT 113 124 127 135

Production Changes / month >6,000 >6,000 4,000 <2,000

Major Incidents from Change >50% <33% <25% <10%

#of Applications supported 2,325 1,641 1,185 <1,000

Physical Servers (production) 12,540 11,738 8,900 <7,000

Virtualized Servers 12% 24% 36% >50%

Storage Utilization 58% 67% 74% 80%

Progress made and goals using ITIL/MOF model"People, Process & Technology"

99

Increase server utilization for higher efficiency, reliability, and agility

SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV -

5,000

10,000

15,000

20,000

0%

5%

10%

15%

20%

25%

1,091 1,274 1,419 1,596 1,856 2,247 2,400 2,604 2,823 3,054 3,101 3,110 3,452 3,552 3,618

10,563 10,863 11,171 11,259 12,060 12,126 11,977 11,900 11,907 11,945 11,970 11,992 11,994 11,765 11,738

9% 10% 11% 12% 13%16%

17% 18% 19% 20% 21% 21%22% 23% 24%

Server Footprint Trend Compared to VM%

# of VMs # of PHY Servers %VM

trend trend

Optimisation de l’InfrastructureVirtualisation

2008

1010

Optimisation de l’InfrastructureVirtualisation

Server Optimization15602

869

531125%

552127%

1323

820836%

2052

1057243%

2643

1293649%

3234

14589 1446113891

Original Forecast : 14042 / 10%Actual Trend Jul-Nov : 13891 / 15%

Phys Servers *

VM Count

Total VM Hosts

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Baseline

Actual Forecast2009 2010

1111

Optimisation de l’InfrastructureVirtualisation

Increase server utilization for higher efficiency, reliability, and agility

Impact: • 100% des nouveaux serveurs physiques installés pour virtualization

depuis juin 2008 : coûts d’hébergement diminués de $4.3M la première année (Jan 2009)

• Cible 50% de virtualisation fin Juin’10 pour économie de $4.1M ($5.5M sur 2010)

Impact Environemental : Economie d’énergie électrique de 20, réduction d’émission CO²Agilité :

Mise à disposition d’un serveur passée de maximum 36 semaines à 4 semainesDéploiement agile de services techniques (Branch Cache)

PRA (disaster recovery) en cours de généralisationJustification business exigée si demande d’un serveur physique vs coûts d’hébergement et de support faiblesAvec le déploiement d’Hyper-V, 90% des nouveaux serveurs demandés seront déployés sous forme de machine virtuelle

1212

Pre-Release Deployment Projects Windows 2008 R2

AccessAnywhere

• BranchCache (Broadcast)• DirectAccess; VPN Reconnect; NAP-VPN

InfrastructureManagement

•PowerShell; AD Recycle Bin; RO-DC; MSA•Migration Manifests; BPA

DatacenterAutomation

•Role Migration/remote administration

Enterprise ClassPlatform

•Server core•64 bit architecture

Virtualization andConsolidation

•Hyper-V v2; CSV; Live Migration•Virtual Desktop Infrastructure (VDI)

ServerReliability /

Performance•Parity with Windows Server 2008

1313

Windows 2008 R2 sur WWW.MICROSOFT.COM

MSCOM provides a unique workload to the Windows PG: a high traffic, highly available internet facing corporate web presence.

• High traffic• Average 20K requests/sec• 550K concurrent connections• 1.6 billion hits/day (which roughly equates to 200K page views/day) from 57million+ unique

IP addresses • 2GB+/sec website traffic• 100-300GB+/sec download traffic

• High availability• MSCOM Platform availability YTD 99.95% as measured

1414

Déploiement Windows 7Nos Objectifs

Déploiement autonome « no touch »Réduction impact changement Support de scenarii de migration à la carteRéduction des appels au support

Nos Constats165K postes déployés en RTM (97% France)Des utilisateurs libres de choisir quand / commentFaible niveau d'incidentChange management légerTaux de satisfaction élevé

Nos ChoixInfrastructure de distribution (WDS) avec 30+ serveurs W2008 R2USMTFonctionnalité Peer-to-peer Images simplifiéesWindows Update

1515

RC

Beta

Pre

Beta

RTM

Oct (M3) Nov (M3) Dec (M3) Jan (Beta) Feb (Beta) Mar (Beta) Apr (Beta) May (RC) Jun (RC) Jul (RC) RTM

0 0 0

0.2059 0.2059 0.2059 0.2059

0.1772 0.1772 0.1772

0.251

15.57% 15.17% 14.26%

9.79%

12.59% 11.57%

14.87%

8.43%10.26% 9.77%

5.29%

15% 15% 15% 15% 15% 15% 15%12% 12% 12%

10%

Incident Rate TrendVista Dogfood Windows 7 Dogfood Windows 7 Goal

15

Résultats

Issue Classification % Vol. Comments

Setup - Help 49.7% Help with Install/ RIS/ DVD

Display Driver issues 10.9% Display drivers/ Video drivers require updates

Configure: Help Personalize PC - Settings 5.9% Personalize PC/ remove

windows .oldOSD Install Failure 3.1% OSD PUSH/OSD fail at checker toolDomain User Not Admin. 3.0% Need Admin RightsWindows fail to boot up correctly 3.0% windows fail to boot up correctly/

unable to boot upActivation (Error/Key needed) 2.3% Activation key needed for Ultimate

editionsDomain Join/ Trust Relation 2.1% Domain Join

Information Requests 2.0% generic information requestsNetwork Printer 1.7% Printer setup / driver

Summary 83.7%

Top Customer Pain Points

1616

Ce que nous avons retenu …Créer une expérience de migration avec l'utilisateur au centre du besoin

Smooth setup, sans pop-ups inattendus ou messages d’erreur “opaques”

Utilisation des fonctionnalités Windows Deployment Services (WDS) et de Operating Deployment Services (ODS) de System Center Configuration Manager (SCCM) 2008 R2Utiliser USMT pour la migration des donnéesAutomatisation et installation autonome pour un meilleur cout opérationnel Réduction du nombre d’images, étape 1 OK Allègement de l’image en se concentrant sur le plus petit dénominateur commun en terme d’applications requisesUtilisation de Windows Update pour dernières versions de driversBranchCache pour réduire les besoins en bande passanteInvestir dans l'accompagnement en amontLe timing et une communication ciblée sont les clés du succèsUtiliser la standardisation des HW et drivers

1717

Poste de travail : Gestion de l’énergie

• SCCM R3• Solution de Gestion

d'Energie principale• Déploiement en Janvier• Utilisation de

l'infrastructure actuelle• Simplification du

modèle de support• GPO pour le temps de

mise en veille des écrans.

Microsoft IT > NotificationClient Power Management

Announcement GPO Monitor Timeouts

During October 2009, the MSIT Client Power Management Team will deploy power saving monitor timeouts across the company via Group Policy Objects (GPO). These monitor timeouts are a key part of the overall Client Power Management initiative to save Microsoft approximately 23,000,000 kWh in energy consumption per year. This equates to about 10,000 tons of CO2 and $1.8 million (US) in savings.

1818

Déploiements en cours

Exchange 2010 : terminéMigration d’une partie des boîtes aux lettres vers Exchange OnlineDisponibilité de 99,99%

Office 2010 : 60K utilisateurs sur version Béta/RCSharepoint 2010 : Migration en cours (>60%)Direct Access : Pilote de 12K utilisateursNAP déployé sur 340K devices en mode reporting

Mode « remediation » sur les US (100K devices)

BitLocker : Par fonction & rôleForefront Identity Management : déploiement en coursAPP-V : Pilotes finalisés, démarrage déploiementGénéralisation de Dynamics CRM pour les fonctions de ventes et support

1919

$128MILLION

ANNUALLY

$38MILLION

$13MILLION

$0MILLION

2009 2010

PROJECTCOSTS

So Far …• 8000+ Users• 89 Countries• 175 NSAT• 90% Adoption• In 30 Days!

BREAKEVEN

237% ROI

Migration MS CRMPRODUCTIVITYSAVINGS

2020

OCS R2 / Communications unifiées Photo de Microsoft aujourd'hui

Déploiement graduel d’OCS par étape : Messagerie unifiées (messages vocaux dans Exchange) Notion de présence, messagerie instantanée Communicator et conférences Video conferencing & Roundtables Live Meeting OCS R2

160K comptes provisionnés & 133K actifs sur Office Communicator 2007 R2

66K utilisateurs sur 'Enterprise Voice‘ Plus de 2,2K Microsoft RoundTables/Polycom CX7000

déployés (120 en France) 34K Organisateurs de e-conferences sur Live Meeting (OCS

et Live Meeting Service).

2121

OCS/R2 : Quelques Chiffres (Décembre 2009)

IM & Présence• 130K Utilisateurs Uniques actifs• 12,7M sessions/mois (134 en moyenne par utilisateur)• 79M messages/mois• 64K transferts de fichiers/mois• 190K partages applications/mois (15 minutes en moyenne)

Peer-to-peer • Video : 41K sessions avec une moyenne de 16 minutes• Audio : 6.8M sessions avec une moyenne de 7 minutes

Enterprise Voice• 4.1M appels téléphoniques en TOIP (7,5 minutes en moyenne)

OCS Web Conferencing (Live Meeting)• 117K conférences/mois

RoundTable• 13K conférences (PSTN and/or PC audio)

Volume x2 sur Microsoft France en 6 mois

2222

Bénéfices OCS 2007

Plus besoin de fournisseur externe pour les ponts de conférence (Coût de $8.8M de Juillet 2008 à Juin 2009)

Centralisation de la création de téléphoneProcess unique et simplifié de la création IM /

Téléphone / e-Conference.Gain moyen en productivité utilisateur de 68 minutes

par semaine grâce à CommunicatorFlexibilité pour les travailleurs nomades ou distantsRéduction des voyagesSuppression des PABX avec version 14

2323

Retour d’expérience Exemple Microsoft : La “Mid Year Review”

Moving Microsoft’s most critical business meeting of the year in WE from Paris/CDG to LiveMeetingLine US $ Comments

Air Travel/ Taxis 262.400 Cost 350 attendees who travelled within Europe

Hotel Rooms 111.666 300 attendees from Subs and 50 from HQ. Room rate Euro 150/night

Security 70.000 For reception services, security personnel etc

Food & Meeting Rooms 259.000 Hotel Euro 177K, for lunch, dinner, andmeeting rooms

Total Saving $703.066

2424

Aligning our adoption plan with the Windows Azure platform roadmap

24

Application Segmentation1 Adoption Planning3

Platform Capabilities Roadmap2

Basic Intermediate AdvancedNon-mission criticalLimited regulatory exposureLBI info

Non-mission criticalMedium regulatory exposureMBI info

Mission criticalHigh regulatory exposureHBI info

No cross-premiseLow monitoring needsSource code accessible< 10GB SQL DB storage

Medium cross-premiseMedium monitoring needsSource code accessible< 50GB SQL DB storage

High cross-premiseHigh monitoring needsPackaged app integration> 50GB SQL DB storage

BusinessFactors

TechnicalFactors

CY 2012*CY 2011*CY 2010

New Applications

Evaluate all new apps for Cloud Fit: Does the application lend itself to be built and optimized for the cloud?Classification: Will the new application be classified as Basic, Intermediate, or Advanced? And does the Azure Capabilities timeline match the business timing needs?

New applications will be designed to leverage cloud capabilities as

appropriate, with the timing based on platform readiness.

Selection

Upgrade Plan: Are there plans to upgrade the hardware or code for the application? Cloud Fit: Does the application lend itself to be ported to the cloud?ROI / TCO: Does the incremental benefit justify the migration costs?

Existing Applications

37%

31%32%

Each existing application is evaluated for cloud migration and accepted if there is a technical fit and incremental business benefits

that justify migration costs.

Eligibility for Cloud Migration

MSIT ApplicationSegmentation

Different approaches will be taken for new and existing applications. Enterprise applications can be classified into three categories based on their business and technical characteristics

As early adopters we are partnering with the Azure product team to leverage their offerings and capabilities.

Eligibility for Cloud Adoption

* Expected features based on analysis - not yet on official roadmap

1-8 cores; 1.7-14 GB RAM250-2000GB/VM (‘Infinite’ VMs)100Mbps minimum per VMGlobal Data Centers Geo-replication

Managed/Raw VMsVirtual Network Overlay (VNO)More Global Data Centers

Hardware performance increases & further platform refinements based on usage experience

50GB Cloud StorageSQL Fault ToleranceRDBMS SynchronizationSQL Clone

SQL Backup & RestoreSQL Reporting & BIGeo-replicationRemoval of 50GB Limit

Continued improvements to SQL Azure platform

AppFabric Service Bus & Access ControlAuth. Store & Claims Transformation

Durable Message Store & Delivery Guarantee

Continued improvements to AppFabric

PowerShell supportMonitoring & Logging APIsDeployment Portal/APIs99.9% SLAs

Managed/Raw VMsRemote Desktop Admin Role Access

System Center for Cloud

SQL IP FilteringCertificate Store AccessGFS allows MBI on AzureSingle LiveID / Corp ID Authentication

Enhanced Security via Remote Desktop / AdminSegmented Roles

HBI Support and Regulatory Compliance

2010

2011

2012

2013

Basic Apps

Advanced Apps

Intermediate Apps