Microsoft Operations FrameworkMicrosoft Operations FrameworkImproving Operational EfficiencyImproving Operational Efficiency

Gary Roos Gary Roos - Principal Operations Consultant- Principal Operations Consultant

Simon Higgins Simon Higgins - Solution Specialist - Windows Client- Solution Specialist - Windows Client

Microsoft AustraliaMicrosoft Australia

SOL213

AgendaAgenda

IT Challenges and Problem OpportunityIT Challenges and Problem Opportunity

ITIL + MOF ITIL + MOF

MOF-related DeliverablesMOF-related Deliverables

Business Desktop DeploymentBusiness Desktop Deployment

Some Practical, Actionable StepsSome Practical, Actionable Steps

Links and QuestionsLinks and Questions

ITIT

Increase Availability Increase Availability and Utilizationand Utilization

Lower Operational Lower Operational CostsCosts

Increase Increase ResponsivenessResponsiveness

Improve Improve SecuritySecurity

Business Business ValueValue

Cost Cost EfficacyEfficacy

ServiceServiceLevelsLevels

Governance Governance ComplianceCompliance

Today’s IT PressuresToday’s IT Pressures

IT BudgetsIT Budgets

IT Complexity and CostIT Complexity and Cost

Source: IDC 2002, Microsoft Primary Quantitative Research. 400 30-minute phone surveys of IT professionals in data centers with 25 or more serversSource: IDC 2002, Microsoft Primary Quantitative Research. 400 30-minute phone surveys of IT professionals in data centers with 25 or more servers

Over 60% of TCO over a 5-year Over 60% of TCO over a 5-year period driven by period driven by peoplepeople costs costs

00

1010

2020

3030

4040

5050

6060

7070

Staff CostsStaff Costs DowntimeDowntime TrainingTraining SoftwareSoftware HardwareHardware

Those people are spending Those people are spending their time on manual tasks their time on manual tasks

Degree of Automation:Degree of Automation:

53%53% 24%24% 23%23%

54%54% 17%17% 29%29%

56%56% 17%17% 28%28%

58%58% 18%18% 24%24%

60%60% 16%16% 24%24%

62%62% 14%14% 25%25%

0%0% 10%10% 20%20% 30%30% 40%40% 50%50% 60%60% 70%70% 80%80% 90%90% 100%100%

Percent of ResponsesPercent of Responses

Security MgmtSecurity Mgmt

NetworkNetwork

Event Event

Performance Performance

Storage Storage

Change/ConfigChange/Config

ManualManual ScriptsScripts Automated ToolsAutomated Tools

Operational Efficiency ChallengesOperational Efficiency Challenges

ITIL and MOFITIL and MOF

ITIL + MOF = consistent IT service ITIL + MOF = consistent IT service management approachmanagement approach

MOF leverages ITILMOF leverages ITIL

MOF extends ITILMOF extends ITIL

Microsoft technologies provide Microsoft technologies provide MOF contextMOF context

MOF incorporates lessons learnedMOF incorporates lessons learned

MOF Process ModelMOF Process Model

MOF Team ModelMOF Team Model

Service Service Management Management Guidance Guidance

ServiceServiceAssessmentAssessment

ServiceServiceImprovementImprovement

Where do you Where do you want to be?want to be?

How do you How do you get there?get there?

When have When have you arrived?you arrived?

Where are Where are you now?you now?B

usi

nes

sB

usi

nes

s ITIT

DriversDrivers

ScorecardScorecard

ImprovementImprovement

MetricsMetrics

ITIL, CMM, CobIT, Six SigmaITIL, CMM, CobIT, Six SigmaGovernance, Maturity, QualityGovernance, Maturity, Quality

ComplianceComplianceISO 20000 BS15000, SarbOxISO 20000 BS15000, SarbOx

Continuous ImprovementContinuous Improvement

MOF Deliverables and OfferingsMOF Deliverables and Offerings

Process GuidanceProcess Guidance

TrainingTraining

ConsultingConsultingAssessments, ImprovementsAssessments, Improvements

WSSRAWSSRA

Operations GuidesOperations Guides

Solution AcceleratorsSolution AcceleratorsSoftware Update, Management, Software Update, Management, Deployment, Monitoring, Messaging, et al.Deployment, Monitoring, Messaging, et al.

Service Management Service Management AssessmentAssessment

ServiceServiceImprovementImprovement

The MOF Service Management Assessment is focused The MOF Service Management Assessment is focused on understanding the current performance of people, on understanding the current performance of people,

IT service management processes, and enabling IT service management processes, and enabling technologies in the context of improved business valuetechnologies in the context of improved business value

MOF AssessmentMOF Assessment

Service Service Management Management

GuidanceGuidance

Focuses on Focuses on Business Value Business Value

Measures Service Measures Service Management CapabilityManagement Capability

Emphasizes People, Emphasizes People, Process, and Enabling Process, and Enabling TechnologyTechnology

MOF Service ImprovementMOF Service Improvement

Provides prescriptive, Provides prescriptive, practical guidancepractical guidance

Focuses on delivering Focuses on delivering iterative improvementiterative improvement

Empowers theEmpowers thecustomer to measure customer to measure those improvementsthose improvements

Service ImprovementService ImprovementProgramProgram

ServiceServiceManagement Management AssessmentAssessment

The MOF Service Improvement Program builds off The MOF Service Improvement Program builds off assessment results and other business drivers to focus assessment results and other business drivers to focus

on improving the performance of people, IT service on improving the performance of people, IT service management processes, and enabling technologiesmanagement processes, and enabling technologies

Service Service Management Management

GuidanceGuidance

Windows Server System Windows Server System Reference ArchitectureReference Architecture

Architecture Architecture BlueprintsBlueprints

Security, Security, Management, Management, Networking, Storage, Networking, Storage, and Application and Application Infrastructure Infrastructure

15 IT Services15 IT ServicesService Blueprint, Service Blueprint, Planning, Building, Planning, Building, and Operations and Operations GuidesGuides

Setting the SceneSetting the Scene

Desktop Deployment – Where to Start?Desktop Deployment – Where to Start?Desktop Engineering –

Design, Build and Test Standard Desktop

Desktop DeploymentDesktop

Operations

Ready for app

certification?

What do I have?

(HW,SW)

How many licenses do

I need?

How many versions?

Do I need to create a new package for

this app?

When do I need to

create a new image?

Can users install apps on their own?

Automated monitoring?

Who should be in my test

group?

Can I know what apps are broken?

Workers up and

running?

Do I have to test?

Can I automate

it?

What is the priority?

Does my rollback work?

Total Zero Touch?!?!

How secure am I?

Can Help Desk fix problems before the

users call?

How much does my desktop cost?

How do I start?!?!

What settings

do I need? How do I

maintain?

How do I rollback?

Can I monitor?

User data migrated?

Meet Metrics? (length, %

failure)

How do I monitor?

Lockdown desktop?

Inventory &Prioritization

Testing &

App Compat

Authoring &

Packaging

Pilot &

Distribution

Installation &

Restore User State

Servicing

What are the relationships?What are the relationships?

How Can Microsoft Help?How Can Microsoft Help?

Microsoft has a number of tools to Microsoft has a number of tools to provide a well managed environmentprovide a well managed environment

SUSSUS

BDD StandardBDD Standard

ZTI (Zero Touch Install)ZTI (Zero Touch Install)

MOMMOM

Group PolicyGroup Policy

WinPEWinPEApplication Compatibility ToolkitApplication Compatibility Toolkit

Windows Imaging Format (WIM)Windows Imaging Format (WIM)

SysprepSysprep BDD 2.5BDD 2.5ORK (Office Resource Kit)ORK (Office Resource Kit)

MBSAMBSA

Windows UpdateWindows UpdatePatch Management using SMS 2003Patch Management using SMS 2003

Windows XP SP 2Windows XP SP 2

RIRISS

RiPrepRiPrep

Microsoft AntiSpyWareMicrosoft AntiSpyWare

USMT 2.6USMT 2.6

CERCER

Virtual PCVirtual PC

Virtual ServerVirtual Server

MMSISI

Windows InstallerWindows InstallerMacroVision AdminStudioMacroVision AdminStudio

WinRunnerWinRunner

Windows Scripting HostWindows Scripting Host

GhostGhostPower QuestPower Quest

SMS 2003 SP1SMS 2003 SP1

SMS Inventory Tool for Dell UpdatesSMS Inventory Tool for Dell Updates

MMSIMMSI

SMS InstallerSMS Installer

SMS OS Deployment Feature PackSMS OS Deployment Feature PackADSADS

LISLIS

ZTP (Zero Touch Provisioning)ZTP (Zero Touch Provisioning)

BDD EnterpriseBDD Enterprise

AD (Active Directory)AD (Active Directory)BizTalkBizTalk

Office 2003Office 2003SMSSMS

IT Lifecycle – Tools need a processIT Lifecycle – Tools need a process

MicrosoftSolutions

Framework

MicrosoftOperationsFramework

Pla

n

Build

Dep

loy

OperateCommon

Disciplines&

SharedResponsibility

Microsoft Business Desktop Solution AcceleratorMicrosoft Business Desktop Solution Accelerator

Finding Solution AcceleratorsFinding Solution Accelerators

http://www.microsoft.com/desktopdeployment

Microsoft Business Desktop Solution Microsoft Business Desktop Solution AcceleratorAccelerator

Understand what is in your environment

SMS 2003 & MOM 2005

• Provide List of applications• Deploy Application Compatibility Toolkit to check compatibility for Windows XP + SP2 • Provide list to customer & Ask for Source media & App subject matter experts• Application Data goes into packaging factory

• Application Packaging Factory – Produces MSI, MST & App testing• Apps go back into SMS 2003 for deployment readiness

• Build default Windows XP client• Take hardware inventory to create a hardware library for sysprep etc• Define look & feel of Windows & security policy from customer• WIM image is put into SMS OSD• Pilot/sign off/deployment

•Deploy Windows XP via SMS 2003 OSD feature pack • USMT 2.6 captures user settings/ data• Tier 1, 2, 3, 4 applications deployment based on employees identity & departmental requirements

• Employee Self Service to automate ongoing service desk functions• Zero Touch Provisioning

Key steps for a successful deploymentKey steps for a successful deployment

Pla

n

Build

Dep

loy

Operate

Microsoft Products and TechnologiesMicrosoft Products and TechnologiesMicrosoft® Systems Management Server 2003 (Service Pack 1)Microsoft® Systems Management Server 2003 (Service Pack 1)

Microsoft® Systems Management Server 2003 Operating System Microsoft® Systems Management Server 2003 Operating System Deployment Feature PackDeployment Feature Pack

Microsoft® Windows XP Professional with Service Pack 2Microsoft® Windows XP Professional with Service Pack 2

Microsoft® Office Professional Edition 2003 with Service Pack 1Microsoft® Office Professional Edition 2003 with Service Pack 1

Microsoft® Windows® User State Migration Tool 2.6Microsoft® Windows® User State Migration Tool 2.6

Microsoft® BizTalk Server 2004Microsoft® BizTalk Server 2004

Microsoft® Windows SharePoint Services 2.0Microsoft® Windows SharePoint Services 2.0

Microsoft® Virtual PC 2004Microsoft® Virtual PC 2004

Microsoft® Office 2003 Editions Resource KitMicrosoft® Office 2003 Editions Resource Kit

Microsoft® Application Compatibility Toolkit 4.0Microsoft® Application Compatibility Toolkit 4.0

Microsoft® Office Access 2003 Conversion ToolkitMicrosoft® Office Access 2003 Conversion Toolkit

Microsoft® Windows® Preinstallation Environment 2004Microsoft® Windows® Preinstallation Environment 2004

Microsoft® Windows Server™ 2003Microsoft® Windows Server™ 2003

Microsoft® Active Directory®Microsoft® Active Directory®

Some Simple and Practical Steps….Some Simple and Practical Steps….

Before You Start…..Before You Start…..Complete the MOF Self-AssessmentComplete the MOF Self-Assessment

Read some Case StudiesRead some Case Studies

Contact your Microsoft account team or Contact your Microsoft account team or partnerpartner

Identify low-hanging fruit, be realisticIdentify low-hanging fruit, be realistic

Find internal supportFind internal support

Educate your StaffEducate your Staff

Get MeasurementsGet MeasurementsRemember that what ever you do must return value to Remember that what ever you do must return value to

the businessthe business

Step 1 – Control ChangesStep 1 – Control Changes

ReadReadChange Management SMF WhitepaperChange Management SMF Whitepaper

Change Initiation OMRChange Initiation OMR

Release Readiness Review OMRRelease Readiness Review OMR

Implement control over productionImplement control over production

Ensure changes meet a quality barEnsure changes meet a quality bar

Establish KPI’s and measure themEstablish KPI’s and measure them

Remember that 80% of outages are self inflictedRemember that 80% of outages are self inflicted

Step 2 – Improve Incident ResponseStep 2 – Improve Incident Response

ReadReadIncident Management SMF WhitepaperIncident Management SMF Whitepaper

Monitoring and Control SMF WhitepaperMonitoring and Control SMF Whitepaper

Monitoring Solution AcceleratorMonitoring Solution Accelerator

Ensure operator skills are adequateEnsure operator skills are adequate

Define roles and responsibilitiesDefine roles and responsibilities

Remember that 80% of the MTTR is about finding what Remember that 80% of the MTTR is about finding what happenedhappened

Step 3 – Do Problem ManagementStep 3 – Do Problem Management

ReadReadProblem Management SMF WhitepaperProblem Management SMF Whitepaper

Identify fragile and high-impact Identify fragile and high-impact systemssystems

Tribal knowledge and trend analysisTribal knowledge and trend analysis

Fix the problemsFix the problems

Implement data capture standards at Implement data capture standards at the help deskthe help desk

Likely find the 80:20 rule appliesLikely find the 80:20 rule applies

Step 4 – Establish Repeatable BuildsStep 4 – Establish Repeatable Builds

Read Read Release Management SMF Whitepaper, Release Management SMF Whitepaper,

BDD Solution Accelerator, and BDD Solution Accelerator, and

WSSRAWSSRA

Make it cheaper to rebuild than to fixMake it cheaper to rebuild than to fix

Standardise as far as possibleStandardise as far as possible

Automate, automateAutomate, automate

Step 5 – Enable Continuous Step 5 – Enable Continuous ImprovementImprovement

Read Read Operations Review OMROperations Review OMR

SLA Review OMRSLA Review OMR

Cultural ShiftCultural Shift

Identify areas of improvementIdentify areas of improvement

Identify KPI’s and measure themIdentify KPI’s and measure them

Regular reviewsRegular reviews

Celebrate the wins!Celebrate the wins!

Hurdles You Will FaceHurdles You Will Face

Executive SponsorshipExecutive Sponsorship

ROI, BV, and other $ justificationROI, BV, and other $ justification

Process SkillsProcess Skills

Manpower and firefightingManpower and firefighting

BureaucracyBureaucracy

ResourcesResources

Windows Server System Reference Architecture: Windows Server System Reference Architecture: www.microsoft.com/wssra

Microsoft Operations Framework: Microsoft Operations Framework: www.microsoft.com/mof

Windows Server System:Windows Server System:www.microsoft.com/windowsserversystem

Dynamic Systems Initiative:Dynamic Systems Initiative:www.microsoft.com/dsi

Microsoft Business Desktop Deployment SA:Microsoft Business Desktop Deployment SA:www.microsoft.com/desktopdeploymentwww.microsoft.com/desktopdeployment

We invite you to participate in ourWe invite you to participate in our online evaluationonline evaluation on CommNet,on CommNet,

accessible Friday onlyaccessible Friday only

If you choose to complete the evaluation online, If you choose to complete the evaluation online, there isthere is no need to complete the paper evaluationno need to complete the paper evaluation

© 2005 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.