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Bridging from MOF Guidance to Microsoft Products

A MOF Companion Guide

Version 1.0

Published: July 2010 For the latest information, please see microsoft.com/technet/SolutionAccelerators

Copyright 2010 Microsoft Corporation. This documentation is licensed to you under the Creative Commons Attribution License. To view a copy of this license, visit http://creativecommons.org/licenses/by/3.0/us/ or send a letter to Creative Commons, 543 Howard Street, 5th Floor, San Francisco, California, 94105, USA. When using this documentation, provide the following attribution: The Microsoft Operations Framework 4.0 is provided with permission from Microsoft Corporation. This documentation is provided to you for informational purposes only, and is provided to you entirely "AS IS". Your use of the documentation cannot be understood as substituting for customized service and information that might be developed by Microsoft Corporation for a particular user based upon that users particular environment. To the extent permitted by law, MICROSOFT MAKES NO WARRANTY OF ANY KIND, DISCLAIMS ALL EXPRESS, IMPLIED AND STATUTORY WARRANTIES, AND ASSUMES NO LIABILITY TO YOU FOR ANY DAMAGES OF ANY TYPE IN CONNECTION WITH THESE MATERIALS OR ANY INTELLECTUAL PROPERTY IN THEM. Microsoft may have patents, patent applications, trademarks, or other intellectual property rights covering subject matter within this documentation. Except as provided in a separate agreement from Microsoft, your use of this document does not give you any license to these patents, trademarks or other intellectual property. Information in this document, including URL and other Internet Web site references, is subject to change without notice. Unless otherwise noted, the example companies, organizations, products, domain names, email addresses, logos, people, places and events depicted herein are fictitious. Microsoft, SharePoint, SQL Server, Visual Studio, Windows, and Windows Server are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries and regions. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. You have no obligation to give Microsoft any suggestions, comments or other feedback ("Feedback") relating to the documentation. However, if you do provide any Feedback to Microsoft then you provide to Microsoft, without charge, the right to use, share and commercialize your Feedback in any way and for any purpose. You also give to third parties, without charge, any patent rights needed for their products, technologies and services to use or interface with any specific parts of a Microsoft software or service that includes the Feedback. You will not give Feedback that is subject to a license that requires Microsoft to license its software or documentation to third parties because we include your Feedback in them

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Contents
Introduction ................................................................................................... 1 Intended Audience ....................................................................................... 2 How to Use This Document ............................................................................. 3 Navigating the Document .............................................................................. 3 Navigating SMFs .......................................................................................... 3 Considerations ............................................................................................. 4 Navigating MOF............................................................................................... 5 About MOF .................................................................................................. 5 Fundamental Components ............................................................................. 5 Phase and Layer Snapshots ........................................................................... 6 Management Review Snapshots ..................................................................... 7 Plan Phase SMFs ............................................................................................. 9 Business/IT Alignment SMF ........................................................................... 9 Policy SMF ..................................................................................................17 Financial Management SMF ...........................................................................20 Deliver Phase SMFs ....................................................................................... 22 Envision SMF ..............................................................................................22 Project Planning SMF ...................................................................................23 Build SMF ...................................................................................................24 Stabilize SMF ..............................................................................................25 Deploy SMF ................................................................................................26 Operate Phase SMFs ..................................................................................... 32 Operations SMF ...........................................................................................32 Service Monitoring and Control SMF ...............................................................34 Customer Service SMF .................................................................................38 Problem Management SMF ...........................................................................40 Manage Layer SMFs ...................................................................................... 42 Governance, Risk, and Compliance SMF .........................................................42 Change and Configuration SMF .....................................................................47 Team SMF ..................................................................................................51 Call to Action ................................................................................................ 53 Feedback....................................................................................................53 Appendix A: MOF Management Reviews........................................................ 54 Service Alignment Management Review .........................................................54 Portfolio Management Review .......................................................................55 Project Plan Approved Management Review ....................................................56 Release Readiness Management Review .........................................................57 Operational Health Management Review.........................................................58 Policy and Control Management Review..........................................................59 Appendix B: Microsoft Product/SMF Quick Reference Chart .......................... 60 Acknowledgments......................................................................................... 61

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Introduction
Because technology has become more service-oriented and the corresponding service management frameworks better at providing supportive guidance, IT professionals now, more than ever, recognize the importance of delivering technology-based services, not just technology. Service management frameworks have helped IT professionals to better conceptualize the IT value chain and to focus more on business-oriented outcomes. Service management processes have structured this value chain to better align technology and management activities to achieve these outcomes. While the right outcomes are clear, determining the best ways to achieve them is not always so evident. IT service management best practices are often generic and technology neutral. This neutrality expands applicability, but also leaves practitioners on their own to provide the detailsthat is, to determine specifically how to implement these practices, embed them in daily work, and ultimately achieve desired outcomes. Implementing service management best practices commonly brings together two constituents of the IT organization: IT process professionals, who attempt to wrap service management processes around technology operations. IT technology professionals, who attempt to architect and operate technology within this process context. These groups need to collaborate to close the gap between high-level service management processes and detailed technology architecture and operations. They need to determine how to effectively blend these ingredients to achieve the agreed upon objectives. This paper aims to bridge this gap by clearly illustrating how to apply Microsoft Operations Framework (MOF) concepts using Microsoft products. The goal is to make it easier for IT technology and process professionals to collaborate, helping them achieve service management outcomes faster, better, and more easily. It does this by outlining MOF outcomes on a component-by-component basis and then by highlighting specific product resourcesfeatures, tools, and actionable tacticsthat align with those outcomes. These are resources IT technology professionals can use immediately to apply MOF in their daily work. The end result is achievement of business-oriented outcomes by using Microsoft products to apply MOF practices.
Business Outcomes

MOF Outcomes
IT Process Pro Domain IT Technology Pro Domain

Plan Deliver Operate Manage

Figure 1. MOF concepts can be implemented using Microsoft products.


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Microsoft Operations Framework 4.0

Intended Audience
The intended audiences for this paper are IT technology professionals and IT process professionals. The goals of this paper are: To help all readers focus on key business-oriented outcomes. To help the IT technology professional better grasp essential MOF concepts and practices and identify or recognize specific technology resources to support them. To help the IT process professional become better acquainted with the ways in which Microsoft products can support MOF service management functions (SMFs).

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Bridging from MOF Guidance to Microsoft Products: A MOF Companion Guide

How to Use This Document


This is a reference document, so its not necessary to read it entirely. As described below, its constructed so that you can navigate quickly to the relevant content.

Navigating the Document


The document is organized by the top-level MOF components. The major sections are described in the following table. Navigating MOF Pages 58 Covers everything you need to know about MOF in order to obtain the most value from this paper. Plan Phase Pages 921 Covers activities related to IT strategy, standards, policies, and finances. Deliver Phase Pages 2231 Covers activities related to envisioning, planning, building, testing, and deploying IT service solutions. Operate Phase Pages 3241 Covers activities related to operating, monitoring, supporting, and addressing issues with IT services. Manage Layer Pages 42-52 Covers activities related to managing governance, risk, compliance, changes, configurations, and organizations.

Navigating SMFs
The SMF page summarizes the goal, activities, desired outcomes, and health indicators of each SMF. These pages help you understand why the SMF is important, the major work involved, the businessoriented results it aims to achieve, and ways in which that achievement is measured. Each MOF SMF features four types of content: Outcomes and health indicators. Lists outcomes expected by customers and the provider and the health indicators that demonstrate whether the outcomes have been achieved. Essential actions. Outlines the fundamental tasks necessary to achieving desired outcomes. Helpful products. Lists the Microsoft products you can use to achieve MOF outcomes with greater speed, ease, and consistency. Platform-specific resources. Lists native functionality and related guidance that also help you achieve MOF outcomes. Products and platform resources are indicated by these icons: An article or document A tool or utility A webcast or video A blog entry or commentary

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Microsoft Operations Framework 4.0

Considerations
This paper was developed to fit a specific purpose and as such, its worth noting a few important considerations: This document does not cover MOF in detail. This paper is not intended to explain MOF in detail, but only to provide enough information to adequately connect MOF to Microsoft products. If you are a complete MOF beginner or a novice, you will probably find this paper to be a good primer, but you will also want to do more study or potentially participate in training to develop a deeper understanding of MOF. Not all MOF concepts map to Microsoft products. Some MOF concepts simply arent supported in a natural or material way by Microsoft products, and it is not this papers intent to showcase extensive support. Instead, the intent is to highlight good resources that can help the IT professional achieve MOF outcomes faster and more easily. Using a resource does not guarantee achievement of the related outcome. The resources listed in this paper can contribute positively to MOF outcomes, but they can only contribute incrementally. Effectively managing IT services as MOF describes requires doing many things well, and a reliable, compliant technology is only one part of the equation. Focus on the outcomes as much as the resources. The resources listed in this paper are means to various ends, those ends being MOFs service- and business-oriented outcomes. The focus should always be on achieving the right outcomes consistently and efficiently, regardless of the resources used.

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Bridging from MOF Guidance to Microsoft Products: A MOF Companion Guide

Navigating MOF
If you are not already familiar with MOF, this section provides the essential information youll need to know in order to obtain full value from the paper.

Figure 2. MOF Service Management Lifecycle

About MOF
Microsoft Operations Framework (MOF) consists of integrated best practices, principles, and activities that provide comprehensive guidelines for achieving reliability for IT solutions and services. MOF provides question-based guidance that helps you determine the outcomes and activities necessary to keep your IT organization functioning effectively. MOF encompasses key activities and processes involved in managing an IT service: from conception to development to operations, maintenance, and, ultimately, its retirement. Collectively, these represent the complete lifecycle of an IT service.

Fundamental Components
MOFs fundamental components are described in the following table. MOF Component Service Management Functions (SMFs) Phases Manage Layer What you need to know Service Management Functions (SMFs) are the processes, people, and measurable outcomes required to align IT services to business requirements. The overall service lifecycle is broken into Phases, which group together SMFs and management reviews. The Manage Layer establishes an integrated approach to IT service management activities, which helps coordinate the work of the SMFs in the three lifecycle phases. Management reviews are the internal controls that assess and validate achievement of goals, readiness to move forward in the service lifecycle, and attainment of business value.

Management Reviews

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Microsoft Operations Framework 4.0

MOF Component Accountabilities

What you need to know The Team SMF defines Accountabilities, which represent a way of organizing IT work that ensures the right work gets done by assigning someone who is held accountable for whether it gets done,

Phase and Layer Snapshots


These snapshots list the SMFs within each phase and layer, describing their overall objective and deliverables.

Plan Phase SMFs


The Plan Phase is where the business and IT partner to determine how IT can most effectively deliver services which enable the overall organization to succeed. SMF Business/IT Alignment Delivers the right services to the business. Reliability Policy Financial Management Accurately predicts, accounts for, and optimizes service costs and maximizes investments.

What it does

Ensures service capacity, availability, continuity, and data integrity are aligned to the business needs in a cost-effective manner. IT standards

Defines and manages IT policies to make IT effective and support business priorities.

What it delivers

IT service strategy

IT policies

IT financial plans and metrics

Deliver Phase SMFs


The Deliver Phase takes a service solution from vision through deployment, ensuring a stable solution in line with business requirements and customer specifications. SMF What it does Envision Clearly communicates the projects vision, scope, and risk. Project Planning Builds a project plan that all stakeholders agree is feasible and meets customer needs. Build Builds a solution that meets the customers expectations and specifications as defined in the functional specification. Stabilize Resolves all issues and releases a high-quality solution that meets the customers expectations and specifications. Deploy Deploys a stable solution that satisfies the customer, and successfully transfers it from the project team to the Operations and Support teams. Operational service

What it delivers

Vision document

Project plan document

Developed solution

Tested, stable solution

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Bridging from MOF Guidance to Microsoft Products: A MOF Companion Guide

Operate Phase SMFs


The Operate phase ensures that deployed IT services are operated, monitored, and supported in line with SLA targets. SMF Operations Service Monitoring and Control Observes IT service health and initiates remedial actions to minimize the impact of service incidents and system events. Customer Service Problem Management Determines the root causes of problems and predicts future problems.

What it does

Defines, documents, and executes the work necessary to efficiently and successfully operate IT services. Operations Guide

Provides users with a positive experience and addresses complaints or issues.

What it delivers

IT health data

Effective user service

Effective problem resolution

Manage Layer
The Manage Layer promotes consistency and accountability in planning and delivering IT services and provides the basis for developing and operating a resilient IT environment. SMF Governance, Risk, and Compliance Supports, sustains, and grows the organization while managing risks and constraints. IT objectives achieved; change and risk managed and documented. Change and Configuration Ensures changes are minimized and planned IT services are robust. Team

What it does

Organizes agile, flexible, and scalable teams doing required work.

What it delivers

Known configurations and predictable adaptations.

Clear accountabilities, roles, and work assignments.

Management Review Snapshots


These snapshots outline the focus of the management reviews associated with each phase and layer.

Plan Phase
Review Focus Service Alignment Understanding the state of supply and demand for IT services and directing investments to make sure that the business value of IT is realized. Portfolio Understanding the concepts and requirements of proposed IT service changes, and deciding whether to invest further in the development of those concepts.

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Microsoft Operations Framework 4.0

Deliver Phase
Review Focus Project Plan Approved Approving the projects functional specification, master plan, and master schedule so the solution can move to development. Release Readiness Confirming the readiness of solution operability and supportability, the production environment, the customer and users, and the overall release package.

Operate Phase
Review Focus Operational Health Regular and structured assessment of internal operating processes and service health to ensure efficiency and consistent achievement of target performance.

Manage Layer
Review Focus Policy & Control Regularly evaluate the appropriateness and effectiveness of the policies and controls in place across the IT service lifecycle.

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Bridging from MOF Guidance to Microsoft Products: A MOF Companion Guide

Plan Phase SMFs


The Plan Phase includes the following SMFs: Business/IT Alignment Reliability Financial Management

Business/IT Alignment SMF

The Business/IT Alignment SMF ensures the goals, needs, and strategies of the business are in sync with the goals, needs, strategies, services, projects, and resources of the IT function. The Business/IT Alignment SMF involves: Defining an IT service strategy. Identifying and mapping services. Identifying IT service demand and managing business requests. Developing and evaluating the IT service portfolio. Managing service levels.

Why Should I Care About It?


When you apply this SMF effectively, you will: Better understand and document your capacity and capability. Better understand your customers expectations. Better match your work, resources, and investments to those expectations. Increase your ability to satisfy your customers.

How Can I Learn More?


Read the MOF Business/IT Alignment SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc543303.aspx

Team SMF Accountabilities


Service is the primary accountability: The Supplier Manager ensures effective vendor relationships. The Portfolio Manager ensures available services are accurately reflected in the service catalog. The Account Manager drives effective relationships with customers and users in the business. Outcomes Customers Consider IT a strategic asset. Health indicators The business continues to invest in enhancements or new services. The business consults with IT as part of strategic decisions, acquisitions, or new directions.

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Outcomes The Provider... Has a strategic plan. Has an understanding of its capabilities and resources. Maintains a set of defined services and projects that support the strategic plan.

Health indicators The business and IT publish and measure an annual IT service strategy that links IT and business goals, metrics, budgets, risks, and action plans. IT has a predictable model for estimating resource consumption and the adoption of new technologies. IT measures business demand of services offered and uses this information for planning purposes. IT has a published service portfolio that identifies all projects. IT has a published service catalog that identifies and describes all services offered.

How can I contribute to Business/IT Alignment SMF outcomes? Essentials actions Understand existing capability This means: Assessing the IT oranizations capability to deliver on strategic initiatives Evaluating skill, staffing, and financial constraints Identifying opportunities to engage partners or vendors to provide services or service components Link prospective IT initiatives to business goals and priorities This means: Strategizing in collaboration with business representatives Stating IT goals in terms of business goals and measuring outcomes in business terms Mapping and prioritizing business functions to IT services Establishing the key IT initiatives that support business objectives Establishing criteria for prioritizing initiatives, governance guidelines, and risk factors Assigning responsibility for reviewing and approving proposed initiatives Publishing and communicating strategies to the organization Developing protocols for submission of IT project proposals Design and define IT services This means: Identifying business and IT accountabilities and responsibilities for IT services Determining what the organization calls the service Identifying the core infrastructure services and corresponding accountabilities and responsibilities Identifying service users, business contexts, and usage patterns Defining service components and ownership including hardware, software, internal, and external Mapping services that expose components and dependencies Structuring the service portfolio Designing, populating, and publishing a service catalog Establishing achievable SLAs, OLAs, and UCs for each service Implementing periodic service reviews to include SLA, OLA, and UC performance

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How can I contribute to Business/IT Alignment SMF outcomes? Essentials actions Measure service level attainment This means: Determining how IT performance will be measured and how it contributes to business performance Establishing reporting protocols, policies, and required participants Determining how improvement opportunities should be identified Assessing achievement of availability targets and the root causes of underachievement Assessing the capacity of services and the root causes of under- or over-capacity Confirming the adequacy of software licensing Products that help You can Measure service level attainment. Using With this functionality The Service Level Dashboard for System Center Operations Manager 2007 helps you ensure business-critical applications and systems are available and performing at acceptable levels by evaluating the service level attainment of an individual resource or group of resources over a selected time period. http://technet.microsoft.com/enus/library/cc540485.aspx Project Server 2010 Portfolio Strategy features allow organizations to methodically rank prospective projects by evaluating project proposals against prioritized business goals and applying automated analytics to rank projects in terms of greatest value and lowest cost. http://blogs.msdn.com/project/archive/ 2009/11/11/project-2010-introducingportfolio-analysis.aspx

Link prospective IT initiatives to business goals and priorities.

Platform-specific resources that help You can Understand existing capability Design and define services For With this resource The Exchange Service Map is a logical display of the relationships between parent and child services and their respective owners. http://www.microsoft.com/technet/pro dtechnol/exchange/guides/ExMgmtGu ide/dd3531d4-e058-441b-86ddbdb667795d15.mspx?mfr=true

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Microsoft Operations Framework 4.0

Reliability SMF The Reliability SMF ensures that services are accessible, dependable, perform without interruption, and require minimal maintenance. The Reliability SMF involves planning, implementing, monitoring, and improving IT services in terms of: Confidentiality Integrity Availability Continuity Capacity

Why Should I Care About It?


When you apply this SMF effectively, you will: Minimize service disruptions. Ensure capacity consistently matches business needs. Improve ITs ability to recover and continue providing critical services. Better maintain data integrity and confidentiality. More predictably achieve SLA targets.

How Can I Learn More?


Read the MOF Reliability SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc506069.aspx

Team SMF Accountabilities


Architecture is the primary accountability: The Architecture Manager ensures current and future architecture meets reliability requirements. The Reliability Manager uses input from the Service Monitoring and Control SMF to ensure the current environment delivers on reliability requirements. The Architect designs future solutions to achieve reliability requirements. Outcomes Services Capacity matches business needs. Are available to users when needed. As measured by Adherence to a proactive capacity plan. Number of capacity-related service disruptions. Adherence to a proactive, cost-justified availability plan. Number of service failures. Number of service disruptions from anticipated failures. Alignment of the IT disaster recovery plan to the business continuity plan. Tested, trusted, recovery plan supported by the business. Amount of data classified and managed according

Are available as required during significant failures.

Maintain satisfactory data

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Outcomes integrity and confidentiality.

As measured by to business policy. Number of exceptions to data handling and integrity requirements.

How can I contribute to Reliability SMF outcomes? Essential actions Maintain or improve service availability This means: Proactively designing for high availability and mitigating single points of failure Reviewing and learning from historic resilience and related issues Setting specific and acheivable recoverability targets Ensuring vendor-delivered components can meet established targets Developing, documenting, and rigorously executing routine preventive maintenance tasks Programatically identifying and managing availability risks and mitigation plans Better recover services in the event of a disaster This means: Understanding the organizations business continuity plan and definition of critical systems Confirming the relationship between service-specific and organization-wide disaster recovery plans Determining the most appropriate recovery scenario in terms of risk, cost, and speed Understanding legal and regulatory obligations Regularly testing and adjusting recovery plans Communicating recovery plans to users and staff Maintain or improve data integrity This means: Generating and communicating security policies that address data handling Understanding how services use data and facilitate information transfer Understanding data criticality, regulatory oversight, and reporting requirements Understanding retention and disposal requirements Understanding who needs access to data, when, and how Promptly recognizing and responding to data that is comprimised Automating data security management and technical measures to prevent breaches Perforning regular audits and penetration tests to identify weaknesses More efficiently manage capacity This means: Understanding future business and IT plans for growth that may affect the capacity requirements Understanding how dependent services affect capacity Understanding peaks and demand variations that affect the capacity requirements Planning capacity during service design and avoiding the need to retrofit services later Achieving capacity requirements with the greatest simplicity and cost effectiveness Proactively reviewing capacity requirements to avoid remedial work Automating monitoring and alerting wherever possible to avoid human error Products that help
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Microsoft Operations Framework 4.0

You can Maintain or improve service availability.

Using

With this functionality System Center Operations Manager has special High Availability Connectors to ensure sufficient monitoring capabilities to support a high-availability environment. http://technet.microsoft.com/enus/library/dd795263.aspx The Operations Manager 2007 Model Wizard facilitates specification of site and network information, server count, management information from consoles and agents, hardware preferences, and server roles to produce a summary and a capacity model based on those specifications. http://technet.microsoft.com/enus/library/cc507599.aspx Bare Metal Recovery of Windows Server 2008 with System Center Data Protection Manager outlines the use of DPM 2007 SP1 with the Windows Server Backup (WSB) utility to perform a bare metal recovery to restore an entire server without an operating system. http://www.microsoft.com/downloads/det ails.aspx?displaylang=en&FamilyID=437 852ea-f59a-4a0f-8dd5-21c4359d6716 Microsoft System Center Data Protection Manager (DPM) 2007 Disaster Recovery explains how to restore systems and data in the event of a partial or complete failure, including how to prepare for disaster recovery and how to rebuild protected servers and the DPM server when server failure occurs, by using a combination of the features in DPM and the DPM System Recovery Tool. http://technet.microsoft.com/enus/library/bb808920.aspx

Better understand and manage service capacity.

Better recover services in the event of a disaster.

Better recover services in the event of a disaster.

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Platform-specific resources that help You can Maintain or improve service availability. For With this resource Windows System Resource Manager allows management of server processor and memory usage with standard or custom resource policies to help ensure all the services provided by a single server are available on an equal basis or that resources will always be available to high-priority applications, services, or users. http://technet.microsoft.com/enus/library/cc732553.aspx The Reliability Infrastructure consists of operating system diagnostic, monitoring, and analytic tools that help reduce restarts, eliminate memory leaks, and optimize resource utilization. http://technet.microsoft.com/enus/library/cc732712(WS.10).aspx The Failover Cluster Design Guide provides guidance on deployment goals and the resulting decisions and design considerations when creating failover clusters intended to increase availability for important applications and services. http://technet.microsoft.com/enus/library/dd197569(WS.10).aspx Microsoft SQL Server 2008 Failover Clustering builds on Windows Server failover clusters to provide highavailability through redundancy at the instance level. http://technet.microsoft.com/enus/library/ms189134.aspx Ensuring High Availability in Microsoft Exchange Server 2010 describes architectural features including integrated service availability, data availability, and automatic recovery, which provide the basis for a single highavailability solution. http://technet.microsoft.com/enus/magazine/ee835711.aspx

Maintain or improve service availability.

Maintain or improve service availability.

Maintain or improve service availability.

Maintain or improve service availability.

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Platform-specific resources that help You can Minimize capacityrelated service disruptions. Maintain or improve service availability. For With this resource Exchange 2010 Mailbox Server Capacity Planning is made easier by automatic failover protection at the individual mailbox database level instead of at the server level. http://technet.microsoft.com/enus/library/ee712771.aspx Understanding Backup, Restore, and Disaster Recovery for Exchange 2010 helps structure and clarify the complex process of planning for data protection and determining the best ways to protect data. http://technet.microsoft.com/enus/library/dd876874.aspx Capacity management and sizing for SharePoint Server 2010 includes concepts and approaches to understanding capacity needs and capabilities of your deployment and the application impacts that affect capacity. http://technet.microsoft.com/enus/library/cc261700(office.14).aspx Business Continuity for SharePoint Server 2010 outlines capabilities important to a continuity strategy including versioning, Recycle Bin, Records Center, backup and recovery, availability, and disaster recovery. http://technet.microsoft.com/enus/library/cc263031(office.14).aspx

Maintain or improve data integrity. Better recover services in the event of a disaster.

More effectively manage capacity.

Better recover services in the event of a disaster.

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Policy SMF

The Policy SMF helps translate organizational goals and values into written policies. The Policy SMF involves: Determining areas requiring policy. Creating policy. Validating policy. Publishing policy. Enforcing and evaluating policy. Reviewing and maintaining policy.

Why Should I Care About It?


When you apply this SMF effectively, you will: Ensure your policies reflect what the organization wants. Communicate and enforce your policies effectively. Set clear expectations for standards of behavior.

How Can I Learn More?


Read the MOF Policy SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc543348.aspx

Team SMF Accountabilities


Policy is the primary accountability: The IT Executive Officer ensures policies support organizational goals and regulatory requirements. The IT Manager communicates policies that are usable and enforceable. The IT Policy Manager delivers effective, current, and applicable policies that address business, regulatory, and industry requirements. Outcomes Services Comply with regulations. Health indicators All regulatory audits are passed with no deficiencies.

The Provider... Maintains IT policies that support management objectives. Utilizes policies. Complies with regulations.

Audits of policies indicate that they appropriately reflect management objectives.

There are no audit issues related to activities defined in policies. All compliance audits are passed with no deficiencies (for example, security, privacy, or standards of conduct).

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How can I contribute to Policy SMF outcomes? Essential actions Develop appropriate policies This means: Understanding the near-term and long-term goals of the business Understanding contingency plans for the business Obtaining executive sign-off to communicate policy direction to the organization Assesing the effectiveness of current policies and procedures Reviewing audit issues that reflect ineffective, inappropriate, or non-existent policies Assessing the compliance of applications and systems with policy intent Analyzing the current future states of technology, practices, and resources Assigning responsibility for the policies including review and maintenance procedures Establishing the mediation process in the event of a policy stalemate Establishing a consistent repository, structure, and review process for policies Driving data retention policies in accordance with legal and regulatory obligations Publishing and communicating policies and including channels for questions and feedback Ensure compliance with regulations and policies This means: Evaluating and optimizing policy enforcement controls Determining and executing appropriate notifications and recording of enforcement Determining and executing appropriate corrective actions Establishing and documenting exceptions Analyzing enforcement in terms of volume, root causes, and cost-effectiveness Analyzing violations in terms of volume, justification, patterns, and unintended consequences Identifing opportunities for improving existing policies and enforcement controls Establishing periodic reviews of partners compliance with policies Systematically reviewing policies for clarity, intent, relevance, accuracy, and legality Assessing feedback, considering, and implementing justifiable changes to policies Platform-specific resources that help If you want to Ensure compliance with regulations and policies. For this product This resource can help Advanced Security Audit Policy Step-byStep Guide demonstrates the process of setting up an advanced Windows 7 and Windows Server 2008 R2 security auditing policy infrastructure and creating, applying, and verifying advanced audit policy settings. http://technet.microsoft.com/enus/library/dd408940(WS.10).aspx

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Platform-specific resources that help If you want to Ensure compliance with regulations and policies. For this product This resource can help Windows Server 2008 Group Policy features information on using Group Policy for centralized configuration management of the operating system and applications that run on the operating system. http://technet.microsoft.com/enus/library/cc726027(WS.10).aspx Planning and Deploying Advanced Security Audit Policies explains options security policy planners must consider and the tasks they must complete to deploy an effective security audit policy in a network that includes computers running Windows 7 or Windows Server 2008 R2. http://technet.microsoft.com/enus/library/ee513968(WS.10).aspx The Exchange 2010 Messaging Policy and Compliance collection supports compliance with organizational, legal, and regulatory email policies through guidance on message classification, transport rules, information rights management, journaling, messaging records management, multi-mailbox searches, and personal archives. http://technet.microsoft.com/enus/library/aa998599.aspx The Enterprise Policy Management (EPM) Framework leverages and extends the SQL Server 2008 Policy-Based Management feature across an entire SQL Server enterprise and can be used to automate evaluation of policies against a defined set of instances of SQL Server, centralize policy evaluation history to a single source for enterprise reporting, and define best practices for implementing policy evaluation. http://msdn.microsoft.com/enus/library/dd542632.aspx

Develop appropriate policies. Ensure compliance with regulations and policies.

Develop appropriate policies. Ensure compliance with regulations and policies.

Ensure compliance with regulations.

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Financial Management SMF

The Financial Management SMF describes activities and considerations that improve the value and financial performance of IT services. The Financial Management SMF involves: Establishing service requirements and planning a budget. Managing finances. Performing IT accounting and reporting.

Why Should I Care About It?


When you apply this SMF effectively, you will: Accurately and predictably budget for IT costs. Fully account for IT service costs. Create the opportunity to recover service delivery costs from customers. More accurately perform cost-benefit analysis of proposed IT investments.

How Can I Learn More?


Read the MOF Financial Management SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc543324.aspx

Team SMF Accountabilities


Management is the primary accountability: The IT Manager ensures the IT portfolio delivers desired business value, drives accurate resource forecasting, and maintains known IT services costs and returns. The IT Finance Manager ensures IT budget and accounting are accurate and timely. The Business Relationship Manager validates ITs understanding of business requirements and considers technology opportunities and constraints in business strategy. Outcomes Services Deliver business value. The Provider... Maintains effective and accurate IT cost accounting. Recovers costs effectively. Effectively maintains and manages IT budgets. Health indicators Consistency and completeness of business value analysis for proposed projects. Consistency and value of project benefits realized. Completeness and quality of IT cost accounting and tracking. Costs reviewed and improvements in progress. Fairness of customer charges. Appropriateness and relevance of the charging model for the organization. Comprehensiveness of financial understanding within IT. Closeness of actual budget to projected budget; absence of surprises.
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How can I contribute to Financial Management SMF outcomes? Essential actions Assess the business value of IT services This means: Establishing the impact of IT services on business results Establishing business dependencies on IT services and the business cost of downtime per service Systematically communicating IT performance in terms of business contribution Identifying improvements that will result in greater impact on business results Creating standard business value criteria to drive funding decisions for key initiatives Identifying the entire service delivery chain in terms of service components Making the entire IT organization aware of the impact of IT activities on business value Platform-specific resources that help You can Assess the business value of IT services. For With this resource The Microsoft Integrated Virtualization Calculator uses basic input information and industry metrics to calculate savings, business benefits, and return on investment for Microsoft virtualization solutions. https://roianalyst.alinean.com/msft/AutoLogin.do ?d=307025591178580657 The Windows 7 ROI Tool Lite helps assess current PC total cost of ownership (TCO), potential cost savings, and productivity improvements from implementing Windows 7. https://roianalyst.alinean.com/msft/AutoLogin.do ?d=893919303036409099

Assess the business value of IT services.

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Deliver Phase SMFs


The Deliver Phase includes the following SMFs: Envision Project Planning Build Stabilize Deploy

Envision SMF

The Envision SMF forms the solutions core project team, communicates the project vision and scope, and assesses the projects risks. The Envision SMF involves: Organizing the core project team. Writing the vision/scope document. Approving the vision/scope document.

Why Should I Care About It?


When you apply this SMF effectively, you will: Capture and analyze business requirements. Begin to plan the right solution to meet those requirements. Articulate the right vision and scope for the project. Organize the right team members. Set the stage for more detailed project planning.

How Can I Learn More?


Read the MOF Envision SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc531013.aspx

Team SMF Accountabilities


Solution is the primary accountability: The Solution Manager provides ongoing oversight. The Program Manager sets design goals, describes the solution concept, and creates the project structure. The Product Manager sets overall goals, identifies customer needs, determines project requirements, and produces the vision/scope document.

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Outcomes The provider Clearly understands, documents, and communicates project vision and scope. Clearly understands, documents, and communicates project risks.

As measured by The number and extent of miscommunications and misunderstandings found later on in the project. The consistency of the vision and scope throughout the project. The approval of the vision/scope document by the team and stakeholders. Signoff on the Vision/Scope Approved Milestone. The number of unaddressed issues occurring during the project. Approval of the risk assessment by the team and stakeholders. Signoff on the Vision/Scope Approved Milestone.

Note The Deliver Phase is effectively a lifecycle within a lifecycle, with work cascading from one SMF to the next. Its difficult to do any single Deliver Phase SMF without doing all the rest. For this reason, all product resources helpful to achieving Deliver Phase SMFs appear as one group beginning on page 29.

Project Planning SMF

The Project Planning SMF delivers a clearly scoped plan for building and delivering an IT service solution. The Project Planning SMF involves: Evaluating products and technologies. Writing the functional specification. Packaging the master project plan. Creating the master schedule. Reviewing the Project Plans Approved Milestone.

Why Should I Care About It?


When you apply this SMF effectively, you will: Drive agreement with customers on the details of what will be delivered and when. Achieve clarity on project risks and priorities. Effectively finalize resources and schedule estimates.

How Can I Learn More?


Read the MOF Project Planning SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc543357.aspx

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Microsoft Operations Framework 4.0

Team SMF Accountabilities


Solution is the primary accountability: The Solution Manager provides ongoing oversight. The Program Manager sets design goals, describes the solution concept, and creates the project structure. The Product Manager sets overall goals, identifies customer needs, determines project requirements, and produces the vision/scope document. Outcomes The solution Design and features are clearly documented in the functional specification. As measured by Number of bugs filed during development. Number of change requests needed for clarification. Approval of the functional specification by the team and stakeholders. Signoff on the Project Plans Approved MR. Number of support tickets during pilot or other phases of the project. Number of features that cannot be traced to requirements. Approval of the functional specification by the team and stakeholders. Signoff on the Project Plans Approved MR. Number of tasks completed on schedule and as planned. Approval of the master project plan by the team and stakeholders. Approval of the master project schedule by the team and stakeholders. Signoff on the Project Plans Approved MR.

Design and features are clearly traceable to business, user, operational, and system requirements. Features project plans that clearly describe the tasks for which the project team is responsible and the schedules for performing those tasks.

Build SMF

The Build SMF develops the solution deliverables and documentation, creates the development and test lab, and prepares the solution for pilot deployment. The Build SMF involves: Preparing for development. Building the IT service solution. Preparing to release the solution. Meeting requirements for the Scope Complete Milestone.

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Why Should I Care About It?


When you apply this SMF effectively, you will: Ensure solution deliverables meet customer expectations. Ensure solution documentation and the test lab are prepared properly. Satisfactorily prepare the solution for pilot deployment.

How Can I Learn More?


Read the MOF Build SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc543238.aspx

Team SMF Accountabilities


Solution is the primary accountability: The Solution Manager provides ongoing oversight. The Program Manager ensures specification maps to what is being built. The Product Manager provides ongoing management of customer expectations. Outcomes The solution Delivered to the customer is free of defects. Meets customer expectations and specifications as defined in the functional specification. Is delivered to the customer within the schedules specified timeline. As measured by Number of bugs unresolved or deferred. Signoff on the Scope Complete Milestone.

Number of design change requests filed. Number of bugs filed for incorrect implementation. Signoff on the Scope Complete Milestone.

Date the Scope Complete Milestone is approved.

Stabilize SMF

The Stabilize SMF releases the highest-quality solution possible at the Release Readiness Milestone. The Stabilize SMF involves: Stabilizing a release candidate. Conducting a pilot test. Reviewing the Release Readiness Management Review.

Why Should I Care About It?


When you apply this SMF effectively, you will: Ensure the highest quality solution possible at the time of release.

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Microsoft Operations Framework 4.0

How Can I Learn More?


Read the MOF Stabilize SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc543320.aspx

Team SMF Accountabilities


Solution is the primary accountability: The Solution Manager provides ongoing oversight. The Program Manager sets design goals, describes the solution concept, creates the project structure, and documents requirements to test against. The Product Manager participates in overall testing and applies the organizations needs to testing process. Outcomes The solution Is stable and of high quality. Issues found by testing and through pilot feedback are resolved. Meets customer expectations and specifications as defined in the functional specification. As measured by Achievement of bug convergence and zero bug bounce. Number of unresolved bugs in the issue-tracking database. Number of unresolved bugs in the issue-tracking database. Signoff on the Release Readiness Milestone. Signoff on the Release Readiness Milestone.

Deploy SMF

The Deploy SMF releases a stable solution into the production environment. The Deploy SMF involves: Deploying core IT service solution components. Deploying sites. Stabilizing deployment. Reviewing the Deployment Complete Milestone.

Why Should I Care About It?


When you apply this SMF effectively, you will: Ensure the most stable solution is released to the production environment. Effectively transfer responsibility for the solution from the project team to the appropriate operations and support teams.

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How Can I Learn More?


Read the MOF Deploy SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc465181.aspx

Team SMF Accountabilities


Solution is the primary accountability: The Solution Manager provides ongoing oversight. The Program Manager ensures that the solution is within agreed scope and manages the stabilization of the solution. The Product Manager processes customer feedback, assesses the deployment, and signs off on the deployment. Outcomes The customer Is satisfied with and accepts the deployed solution. The solution... Is stable and deployed to the production environment. Is successfully transferred from the project team to the operations and support teams. Health indicators Number of sites fully deployed. Signoff on the Deployment Complete Milestone.

Number of support issues opened post deployment.

No project team members still actively involved in the project. Number of support escalations from operations and support teams.

How can I contribute to Deliver Phase SMF outcomes? Essential Actions Define accurate specifications, scope, and risks This means: Establishing and documenting the projects structure including goals, scope, roles, and risks Assembling the core project team of resources with appropriate skills and availability Documenting the project vision and scope including business opportunity and solutions concept Assessing, documenting, and clearly communicating project risks Gaining stakeholder agreement and signoff on the projects vision and scope Develop clear and comprehensive project plans This means: Evaluating and prototyping products and technologies that fit project and organizational requirements Documenting usage scenarios and business, operations, system, and user requirements Writing the functional specification and the conceptual, logical, and physical designs Developing individual project plans that address: Availability Backup and recovery Budget Capacity
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Microsoft Operations Framework 4.0

How can I contribute to Deliver Phase SMF outcomes? Essential Actions Communications Deployment Development Migration Monitoring Operations Performance Pilot Purchasing and facilities Security Support Testing Training Rolling up individual plans into a master project plan Developing realistic, prioritized, risk-driven schedules Gaining stakeholder agreement and signoff on the project plan Build defect-free solutions This means: Building a development lab representative of the production environment Establishing formal issue-tracking procedures including policies for communication and review Ensuring testers are well prepared and properly equipped to test the solution Developing test specifications that validate the success of the solution build Developing solution deliverables including release notes, code, and configuration documentation Testing the solution based on the test plan and test cases and using issue-tracking procedures Preparing for release by refining the pilot plan, deployment plan, and deployment infrastructure Planning training and communications so all affected parties get exactly the information they need Gaining stakeholder agreement and signoff on the solution deliverables Prepare solutions for successful release This means: Identifying and resolving bugs until the solution stabilizes and a release candidate is identified Testing the release candidate and refining training, deployment, operations, and monitoring plans Conducting user acceptance testing to ensure the solution satisfies user requirements Piloting the solution and collecting user feedback Gaining stakeholder agreement and signoff on the readiness of the release Release solutions with predictable results This means: Deploying the solutions core components to production in a controlled manner Monitoring and stabilizing the solution immediately after deployment Transferring solution ownership from the project team to the ongoing support and operations teams

Gaining stakeholder agreement and signoff that deployment is complete

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Platform-specific resources that help You can Define accurate specifications, scope, and risks. Develop clear and comprehensive project plans. Build defect-free solutions. Prepare solutions for successful release. Release solutions with predictable results. Define accurate specifications, scope, and risks. Develop clear and comprehensive project plans. Build defect-free solutions. Prepare solutions for successful release. Release solutions with predictable results. Define accurate specifications, scope, and risks. Develop clear and comprehensive project plans. Build defect-free solutions. Prepare solutions for successful release. Release solutions with predictable results. For Using this resource The Infrastructure Planning and Design series helps you clarify and streamline your Windows Server 2008 infrastructure design with topology and scenario-based guidance on critical architectural decisions to be addressed, available options, and design validation. http://technet.microsoft.com/enus/solutionaccelerators/ee382254.aspx

The Microsoft Deployment Toolkit provides a common console with comprehensive tools, guidance, and job aids to efficiently manage large-scale automated deployments of Windows 7 and Windows Server 2008 R2. http://technet.microsoft.com/enus/solutionaccelerators/dd407791.aspx

Planning for Exchange 2010 topics cover important production installation information and decisions including system requirements, Active Directory Domain Services, permissions, and mailbox storage design. http://technet.microsoft.com/enus/library/aa995902.aspx

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Microsoft Operations Framework 4.0

Platform-specific resources that help You can Define accurate specifications, scope, and risks. Develop clear and comprehensive project plans. Build defect-free solutions. Prepare solutions for successful release. Release solutions with predictable results. Define accurate specifications, scope, and risks. Develop clear and comprehensive project plans. Build defect-free solutions. Prepare solutions for successful release. Release solutions with predictable results. Define accurate specifications, scope, and risks. Develop clear and comprehensive project plans. Build defect-free solutions. Prepare solutions for successful release. Release solutions with predictable results. For Using this resource The Exchange Pre-Deployment Analyzer helps you evaluate your environment and provides a detailed report that will alert you if there are any issues that could prevent you from deploying Exchange 2010. http://www.microsoft.com/downloads/details.a spx?FamilyID=88b304e7-9912-4cb0-8ead7479dab1abf2&displaylang=en

The Deploying Exchange 2010 series features guidance on a range of deployment topics including prerequisites, security hardening, DNS, new and upgrade installation approaches, post-deployment configuration, as well as server role-based installation guide template documents. http://technet.microsoft.com/enus/library/dd351084.aspx

The Infrastructure Planning and Design guide SQL Server 2008 addresses fundamental tasks to identify required SQL Server roles, determine infrastructure components, server placement, and the necessary fault-tolerance configuration as well as to optimize policy-based management. http://technet.microsoft.com/enus/solutionaccelerators/ee424434.aspx

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Platform-specific resources that help You can Define accurate specifications, scope, and risks. Develop clear and comprehensive project plans. Build defect-free solutions. Prepare solutions for successful release. Release solutions with predictable results. Define accurate specifications, scope, and risks. Develop clear and comprehensive project plans. Build defect-free solutions. Prepare solutions for successful release. Release solutions with predictable results. Define accurate specifications, scope, and risks. Develop clear and comprehensive project plans. Build defect-free solutions. Prepare solutions for successful release. Release solutions with predictable results. For Using this resource The SQL Server 2008 R2 Installation series covers planning, installation, and configuration including considerations for installing the SQL Server Database Engine, Analysis Services, PowerPivot for SharePoint, Reporting Services, Integration Services, Server Replication, and Server Management. http://technet.microsoft.com/enus/library/bb500469(SQL.105).aspx

The Deployment for SharePoint 2010 series includes information about deployment scenarios, installation instructions for new installation and upgrades, and postinstallation configuration steps. http://technet.microsoft.com/enus/library/cc262957(office.14).aspx

Planning and Architecture for SharePoint Server 2010 features planning and architecture guides to develop conceptual, logical, and physical designs for configuring Microsoft SharePoint Server 2010 features, servers, and topologies to ensure reliability, availability, and scalability. http://technet.microsoft.com/enus/library/cc261834(office.14).aspx

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Microsoft Operations Framework 4.0

Operate Phase SMFs


The Operate Phase includes the following SMFs: Operations Service Monitoring and Control Customer Service Problem Management

Operations SMF

The Operations SMF ensures the effective and efficient day-to-day operations of a production IT service. The Operations SMF involves: Defining operational work requirements. Building operational work instructions. Planning operational work. Executing operational work. Maintaining operational work instructions. Managing operational work.

Why Should I Care About It?


When you apply this SMF effectively, you will: Ensure work required to successfully operate IT services has been identified and described. Reduce reactive work. Minimize service disruptions and downtime. Execute recurring and on-demand tasks effectively and efficiently.

How Can I Learn More?


Read the MOF Operations SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc531140.aspx

Team SMF Accountabilities


Operations is the primary accountability: The Operations Manager provides management oversight. The Technology Area Manager ensures work instructions are carried out as intended. The Monitoring Manager ensures needed monitoring information is generated. Outcomes Services Meet availability expectations. Reflect improved operations following releases and/or Health indicators Number of service availability, service level agreement (SLA) targets missed. Number of incidents the first month.

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Outcomes changes. The Provider... Staff is more efficient. Reduces reactive work.

Health indicators Number of Operations staff, number of work hours used outside operations plan. Reduction in number of incidents.

How can I contribute to Operations SMF outcomes? Essential actions Optimize staff time and effort spent on operations work This means: Identifying operational maintenance, administration, security, monitoring, and reporting tasks Determining optimal delivery methods for operational tasks including opportunities for automation Identifying resources with key knowledge of technologies, infrastructure, architecture, and operations Identifying and gathering relevant internal and vendor documentation and guidance Developing and testing work instructions for operational tasks Prioritizing and categorizing work including identification of dependencies and constraints Building the work schedule and resource assignments Maintaining and optimizing tasks, scheduling, resource assignments, and work instructions Verifying and logging work performed Meet service level agreements This means: Scheduling operational work to reduce impact on end users Optimizing the sequence of operational work to reduce impact to service availability Platform-specific resources that help You can Optimize staff time and effort spent on operations work. Meet service level agreements. For With this resource Operations for SharePoint Server 2010 features guidance on efficiently operating and maintaining servers, server farms, sites, and solutions including backup and recovery, managing databases, web application management, service application management, health monitoring, security and permissions administration, managing site collections, service applications and services, features such as workflow, and sandboxed solutions. http://technet.microsoft.com/enus/library/cc262289(office.14).aspx Understanding Priority Queuing explains how prioritized delivery of messages based on the message priority can be helpful in defining specific service level agreement (SLA) requirements for message delivery
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Meet service level agreements.

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Platform-specific resources that help You can For With this resource times. http://technet.microsoft.com/enus/library/bb691107.aspx Meet service level agreements. Understanding Delivery Agents describes how Delivery Agent connectors allow analysis of performance against service level agreements (SLAs) by tracking the latency of message delivery to the foreign system. http://technet.microsoft.com/enus/library/dd638118.aspx

Service Monitoring and Control SMF

The Service Monitoring and Control (SMC) SMF ensures that services are operated, maintained, and supported in line with service level agreement (SLA) targets through real-time observation and alerting about IT health conditions. The Service Monitoring and Control SMF involves: Defining service monitoring requirements. Implementing a service. Conducting continuous monitoring.

Why Should I Care About It?


When you apply this SMF effectively, you will: Observe and build data on IT service health and performance trends. Take remedial actions that minimize the impact of service incidents and system events. Understand the infrastructure components responsible for the delivery of services.

How Can I Learn More?


Read the MOF Service Monitoring and Control SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc543300.aspx

Team SMF Accountabilities


Operations is the primary accountability: The Monitoring Manager monitors IT service health, helps define IT service to be monitored, and helps prepare service component health model. The Scheduling Manager avoids scheduling conflicting work. The Operations Manager drives definition of IT service to be monitored and preparation of service component health model.

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Outcomes Services Meet availability expectations. Service levels and operating levels are not breached. Service incidents are proactively prevented.

Health indicators Percent of time service is available.

Number of breaches to SLAs and OLAs.

Number of service incidents.

How can I achieve Service Monitoring and Control SMF outcomes? Essential actions Monitor and meet service availability expectations This means: Defining IT services to be monitored including service level requirements and business criticality Preparing a service component health model including CIs, dependencies, and failure events Understanding reliability requirements Assigning and preparing groups responsible for monitoring Identifying monitoring solutions considering service requirements, available tools, and constraints Documenting monitoring requirements including tasks, alerts, key knowledge, and reporting Establishing notification policies, communication methods, handling procedures, and coverage hours Identifying events that qualify as incidents and needs for correlating events Assigning responsibility for event analysis and establishing standard handling procedures Establishing event resolution procedures including escalation Prevent service incidents This means: Establishing procedures for promptly resolving and escalating events Producing reporting and statistics on events Conducting operational health management reviews Planning and executing improvements resulting from monitoring and operational health reviews Products that help You can Monitor and meet service availability expectations. Prevent service incidents. Using With this resource How to Configure Incident SLAs in System Center Service Manager covers associating service level agreements (SLAs) with incidents and how to set up customized reporting, notification, and escalation for incidents nearing an SLA breach. http://blogs.technet.com/servicemanager/arch ive/2010/05/06/incident-sla-management-inservice-manager.aspx

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Microsoft Operations Framework 4.0

Products that help You can Monitor and meet service availability expectations. Prevent service incidents. Using With this resource Introducing System Center Virtual Machine Manager Performance & Resource Optimization (PRO) provides the minimizing of downtime, accelerating time to resolution, and, for advanced users, with carefully designed policies, achieving a self-healing, auto-recovery, hands-free management experience. http://blogs.technet.com/chengw/archive/2008 /05/21/scvmm-2008-performance-resourceoptimization-pro.aspx How to Create an Alert Logging Latency Report in Operations Manager 2007 describes how to create an alert logging latency report for a managed computer that shows how much time occurs between when an alert is generated until it is written into the Operations Manager database. http://technet.microsoft.com/enus/library/bb381330.aspx Microsoft System Center Configuration Manager 2007 Dashboard is a customizable SharePoint-based utility that tracks application and operating system deployments, security updates, the health status, and IT compliance. http://www.microsoft.com/downloads/details.a spx?familyid=27FE0D80-38C6-464A-953A1C2EDCF35C2D&displaylang=en System Center Operations Manager enables configuration of a service level objective (SLO) to define the availability and performance goals for an application. http://technet.microsoft.com/enus/library/dd441412.aspx System Center Operations Manager 2007 Configuration Pack for Configuration Manager 2007 contains configuration items to manage Operations Manager 2007 server roles. http://pinpoint.microsoft.com/enUS/PartnerDetails.aspx?PartnerId=42977027 54&ProductId=12884902162&CurrentTab=1

Monitor and meet service availability expectations. Prevent service incidents.

Monitor and meet service availability expectations. Prevent service incidents.

Monitor and meet service availability expectations. Prevent service incidents.

Monitor and meet service availability expectations.

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Products that help You can Prevent service incidents. Using With this resource Microsoft System Center Service Manager 2010 helps manage incidents and problems by implementing and automating help desk ticketing processes that comply with the best practices that are described in Microsoft Operations Framework (MOF) and the IT Infrastructure Library (ITIL). http://technet.microsoft.com/enus/library/ff461162.aspx Designing a health model System Center Operations Manager 2007 explains how to create a health model for an application which can be used to accurately measure the health of each class in the service model. http://technet.microsoft.com/enus/library/ff381332.aspx

Monitor and meet service availability expectations.

Platform-specific resources that help You can Monitor and meet service availability expectations. Prevent service incidents. For With this resource Windows Server Operating System Management Pack for Operations Manager 2007 monitors the performance, health, and availability of Windows Server 2008, Windows Server 2008 R2, Windows Server 2003, Windows Server 2003 R2, and Windows 2000 Server. http://pinpoint.microsoft.com/enUS/PartnerDetails.aspx?PartnerId=42977027 54&ProductId=12884901987&CurrentTab=1 Microsoft SQL Server Management Pack for Operations Manager 2007 provides the capabilities for Operations Manager 2007 to monitor the availability and performance of SQL Server 2000, SQL Server 2005 and SQL Server 2008 installations and components. http://pinpoint.microsoft.com/enUS/PartnerDetails.aspx?PartnerId=42977027 54&ProductId=12884902035&CurrentTab=1

Monitor and meet service availability expectations. Prevent service incidents.

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Platform-specific resources that help You can Monitor and meet service availability expectations. Prevent service incidents. For With this resource The Exchange Management Console (EMC) is a Microsoft Management Console (MMC) 3.0-based tool that provides Exchange administrators with a graphical user interface (GUI) to manage the configuration of Exchange organizations. http://technet.microsoft.com/enus/library/bb123762.aspx The Microsoft Exchange Server 2010 Management Pack for System Center Operations Manager 2007 centralizes the monitoring of Exchange 2010 events to indicate, correct, and prevent outages and performance degradation. http://www.microsoft.com/downloads/details.a spx?displaylang=en&FamilyID=7150bfed64a4-42a4-97a2-07048cca5d23 The Reporting Services for Exchange 2007 Management Pack enables reporting on service availability, anti-spam statistics, and performance and usage metrics. http://technet.microsoft.com/enus/library/bb201739(EXCHG.80).aspx Monitoring High Availability and Site Resilience provides guidance on the built-in tools and features that can be used as part of regular proactive monitoring when Exchange is configured for high availability or site resilience. http://technet.microsoft.com/enus/library/dd351258.aspx

Monitor and meet service availability expectations. Prevent service incidents.

Monitor and meet service availability expectations. Prevent service incidents.

Monitor and meet service availability expectations. Prevent service incidents.

Customer Service SMF

The Customer Service SMF is the entry point for users who need to engage IT with their questions and concerns. The Customer Service SMF involves: Recording and determining the nature of a customers request. Resolving requests for information, for existing and new features, and for changes. Resolving incidents. Ensuring good customer service.
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Why Should I Care About It?


When you apply this SMF effectively, you will: Minimize the impact of incidents on users. Deliver support efficiently. Provide the most positive possible experience for users.

How Can I Learn More?


Read the MOF Customer Service SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc543262.aspx

Team SMF Accountabilities


Operations is the primary accountability: The Customer Service Representative interacts with customers and records, categorizes, classifies, resolves, and closes customer requests. The Customer Service Manager oversees customer service. The Incident Resolver resolves incident requests, including troubleshooting, escalating if necessary, and applying a fix or workaround. Outcomes Customers Maintain business productivity. The provider Increases the value added by IT. Health indicators Time to restore services or service features to a satisfactory operational state. Quality of guidance and how to information. Time to complete service fulfillment requests. Level of user satisfaction.

Improves business functionality, competitiveness, and efficiency.

Assess requests for new services and features for potential fulfillment by existing services. Filter out insufficient justification for new services and features.

How can I achieve Customer Service SMF outcomes? Essentials actions Maintain business productivity This means: Documenting user help requests and recording contact information Receiving and reviewing help requests generated by user self-service systems and alerts Capturing details of the request including the affected service, evidence, and successful outcomes Validating the data accompanying automated requests Identifying and promptly handling requests relating to failures Identifying and appropriately handling requests for information or new service functionality Escalating requests related to unsupported services Assigning accurate urgency and impact to each request and prioritizing work accordingly Maintaining accessible knowledge articles and utilizing or sharing them in request resolution
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Microsoft Operations Framework 4.0

How can I achieve Customer Service SMF outcomes? Essentials actions Resolving help requests as quickly as possible and in line with established SLAs Validating and fulfilling service fulfillment requests promptly Products that help You can Maintain business productivity. Using With this resource Microsoft System Center Service Manager 2010 helps manage incidents and problems by implementing and automating help desk ticketing processes that comply with the best practices that are described in Microsoft Operations Framework (MOF) and the IT Infrastructure Library (ITIL). http://technet.microsoft.com/en-us/library/ff461162.aspx

Problem Management SMF

The Problem Management SMF reduces the occurrence of IT service failures and generates data and lessons to improve the stability of solutions. The Problem Management SMF involves: Documenting the problem. Filtering the problem. Researching the problem. Researching the outcome.

Why Should I Care About It?


When you apply this SMF effectively, you will: Reduce production failures.

How Can I Learn More?


Read the MOF Problem Management SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc543264.aspx

Team SMF Accountabilities


Support is the primary accountability: The Problem Manager identifies problems from incidents lists. The Problem Analyst investigates and diagnoses underlying root causes. The Incident Resolver monitors incidents for evidence of problems.

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Outcomes The Provider Identifies the root cause for problems and initiates activities to establish workarounds or permanent solutions. Analyzes trends to predict future problems and enable prioritization of problems.

Health indicators Increase in the number of workarounds and permanent solutions to identified problems.

Speed of problem resolution or avoided entirely. Number of problems avoided entirely.

How can I achieve Problem Management SMF outcomes? Essential actions Resolve the root causes of problems This means: Creating appropriately detailed problem records that integrate effectively with incident records Classifying and prioritizing problems consistently based on service criticality, significance, and SLA Filtering problems to ensure resolution of problems merits the potential effort to be invested Recreating problems in a safe environment that closely resembles the production environment Observing symptoms and applying appropriate root cause analysis techniques Developing and documenting fixes and workarounds including deployment approach Products that help You can Resolve the root causes of problems. Using With this resource Microsoft System Center Service Manager 2010 helps manage incidents and problems by implementing and automating help desk ticketing processes that comply with the best practices that are described in Microsoft Operations Framework (MOF) and the IT Infrastructure Library (ITIL). http://technet.microsoft.com/enus/library/ff461162.aspx

Platform-specific resources that help You can Resolve the root causes of problems. For With this resource The Windows Server 2008 Technical Library provides troubleshooting information including server fundamentals documentation, role-based troubleshooting information, detailed information about events found in the event log, and command-line diagnostic tools. http://technet.microsoft.com/enus/library/dd283052(WS.10).aspx
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Microsoft Operations Framework 4.0

Manage Layer SMFs


The Manage Layer includes the following SMFs: Governance, Risk, and Compliance Change and Configuration Team

Governance, Risk, and Compliance SMF

The Governance, Risk, and Compliance (GRC) SMF ensures IT resources are optimized to meet business goals, compliance obligations, and risk tolerances. The Governance, Risk, and Compliance SMF involves: Establishing IT governance. Assessing, monitoring, and controlling risk. Complying with directives.

Why Should I Care About It?


When you apply this SMF effectively, you will: Establish clear and effective decision making in the management of IT assets. Effectively manage risk. Ensure compliance with applicable policies, laws, and regulations.

How Can I Learn More?


Read the MOF Governance, Risk, and Compliance SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc531019.aspx

Team SMF Accountabilities


Management is the first accountability; Compliance is the second accountability: The IT Executive Officer ensures ownership, accountability, and progress toward goals. The IT Risk and Compliance Manager communicates expectations and coordinates efforts. Outcomes Services Are soundly governed. Health indicators Achievement of expected returns on investment for IT activities. Accuracy of forecasts for use of IT assets. Speed and integrity of decisions. Congruence of confidentiality, integrity, and availability of IT assets with business needs and directives. Timeliness of policy creation and management. Proactive identification and management of potential threats and vulnerabilities to the assets of the enterprise. Completeness and quality of the process for identifying risk. Completeness and quality of the process for determining impact and probability.
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Risks are effectively managed.

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Outcomes

Health indicators Completeness and quality of the process for prioritizing and managing through mitigation, transfer, or acceptance. Completeness and quality of the process for identifying appropriate controls and solutions. Confidentiality, integrity, and availability of IT assets. Comply with regulations, laws, and policies. Quantification of the impact of laws and regulations on business value realization. Number of applicable organizational policies, laws, and regulations identified. Compliance of IT assets to laws and regulations. Reporting of measurable controls for audit and management.

How can I achieve Governance, Risk, and Compliance SMF outcomes? Essential actions Identify and mitigate risks This means: Establishing the organizations overall risk tolerance and approach to risk management Developing a general plan for IT risk management Identifying and characterizing risks based on the nature and criticality of services, systems, and data Analyzing and prioritizing risks including specification of impacts on services, systems, and data Designing and implementing effective control points and activities to mitigate risks Applying controls and analyzing for expected functionality and contribution to intended objectives Reporting regularly on risks and capturing lessons learned in a risk knowledge base Monitor and improve compliance This means: Identifying applicable industry standards, regulations, laws, contracts, and compliance directives Creating compliance and regulatory-driven policies that map to control objectives Assessing and reporting on current compliance with relevant laws, regulations, and directives Developing compliance plans to achieve and maintain compliance Products that help You can Identify and mitigate risks. Using Various With this resource The Microsoft Security Assessment Tool 4.0 is a holistic risk-assessment tool for measuring an organization's security posture by covering topics relating to people, process, and technology and providing prescriptive guidance and recommended mitigation techniques. http://www.microsoft.com/downloads/details.a spx?familyid=CD057D9D-86B9-4E35-97337ACB0B2A3CA1&displaylang=en

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Products that help You can Identify and mitigate risks. Monitor and improve compliance. Using Various With this resource The Microsoft Security Compliance Manager provides centralized security baseline management features, a baseline portfolio, customization capabilities, and security baseline export flexibility to accelerate and streamline the security and compliance process for the most widely used Microsoft technologies. http://technet.microsoft.com/enus/library/cc677002.aspx The Configuration Manager 2007 desired configuration management feature provides a set of tools and resources to help assess and track configuration compliance of client computers in the enterprise. http://technet.microsoft.com/enus/library/bb693504.aspx Auditing and Reporting Regulatory Compliance using MOM and ECC ECAR examines how organizations can audit and report IT securityrelated events when complying to regulations like Sarbanes-Oxley (SOX), FISMA, HIPAA, and GLBA with tools like Microsoft Operations Manager (MOM) and SQL Server Reporting Services combined with third-party applications like Enterprise Certified Corporations Enterprise Compliance Auditing and Reporting (ECC ECAR). http://technet.microsoft.com/enus/library/cc512672.aspx System Center Service Manager 2010 helps ensure compliance and lower the risk of configuration errors through functionality for detecting and fully remediating non-compliant configurations. http://edge.technet.com/Media/ManagingCompliance-with-System-Center-ServiceManager-2010/ System Center Configuration Manager 2007 Vulnerability Assessment Configuration Pack helps track common software misconfigurations that might make client computers more vulnerable to attack. http://www.microsoft.com/downloads/details.a spx?familyid=FC6989E9-68A3-43B1-801972BC1B9C5FF3&displaylang=en

Monitor and improve compliance.

Identify and mitigate risks. Monitor and improve compliance.

Identify and mitigate risks. Monitor and improve compliance.

Identify and mitigate risks.

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Products that help You can Identify and mitigate risks. Monitor and improve compliance. Using With this resource Compliance and Risk Process Management Pack and IT Compliance Library provide guidance on using Service Manager for GRC compliance. http://cid17faa48294add53f.skydrive.live.com/self.aspx /.Public/RampUp/09-Compliance-RiskManagement/Compliance%20and%20Risk%2 0PMP%20Excercise.docx#resId/17FAA48294 ADD53F!253 The TFS Scorecard offers insight into a specific TFS environment and specific Team System adaptation including trends, activities, source control, work item tracking, and the overall adaptation. http://tfsscorecard.codeplex.com/

Improve service governance.

Platform-specific resources that help You can Identify and mitigate risks. Monitor and improve compliance. For With this resource Compliance Management for Windows Server 2008 and Windows Server 2008 R2 helps reduce the cost and complexity of addressing IT GRC objectives in this enterprise operating system by taking advantage of pre-existing, automated product features and technology inherent in the operating system. http://technet.microsoft.com/enus/library/ee787968.aspx The Windows Server 2008 Security Baseline provides an end-to-end solution to help plan, deploy, and monitor the security baselines of computers running Windows Server 2008. http://technet.microsoft.com/enus/library/cc514539.aspx Compliance Management for Windows 7 helps reduce the cost and complexity of addressing IT GRC objectives in this enterprise client operating system by taking advantage of pre-existing, automated product features and technology inherent in the operating system. http://technet.microsoft.com/enus/library/ee787969.aspx

Identify and mitigate risks. Monitor and improve compliance.

Identify and mitigate risks. Monitor and improve compliance.

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Platform-specific resources that help You can Identify and mitigate risks. Monitor and improve compliance. For With this resource The Windows 7 Security Baseline provides centralized security baseline management features, a baseline portfolio, customization capabilities, and security baseline export flexibility to accelerate and streamline management of security and compliance processes. http://technet.microsoft.com/enus/library/ee712767.aspx The Exchange 2010 Messaging Policy and Compliance collection supports compliance with organizational, legal, and regulatory email policies through guidance on message classification, transport rules, information rights management, journaling, messaging records management, multi-mailbox searches, and personal archives. http://technet.microsoft.com/enus/library/aa998599.aspx The Exchange Server 2010: Compliance, Archiving and Retention webcast provides guidance on integrated email archiving and retention functionalityincluding granular multi-mailbox search and immediate legal hold. https://msevents.microsoft.com/CUI/WebCast EventDetails.aspx?culture=enIN&EventID=1032421475&CountryCode=IN The SQL Server Auditing and Compliance webcast explains how SQL Server 2008 addresses compliance and auditing and how the Policy Based Management tool can help achieve compliance. http://edge.technet.com/Media/SQL-ServerAuditing-and-Compliance/ Information management policy planning with SharePoint Server 2010 describes how to plan and integrate information management policies with Microsoft SharePoint Server 2010 policy features including auditing, retention, labeling, and print restrictions. http://technet.microsoft.com/enus/library/cc262490.aspx

Identify and mitigate risks. Monitor and improve compliance.

Identify and mitigate risks. Monitor and improve compliance.

Identify and mitigate risks. Monitor and improve compliance.

Monitor and improve compliance.

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Change and Configuration SMF

The Change and Configuration SMF creates an environment where changes can be made with the least amount of risk and impact to the organization. The Change and Configuration SMF involves: Managing changes. Knowing the current state of configuration at all times. Reducing risk of negative impact from changes to the organization.

Why Should I Care About It?


When you apply this SMF effectively, you will: Better evaluate proposed changes. Better understand the current state of the production environment. Utilize data on recent changes in troubleshooting problems. Return the configuration to a previously known state to address chronic problems or to meet regulatory requirements.

How Can I Learn More?


Read the MOF Change and Configuration SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc543211.aspx

Team SMF Accountabilities


Management is the primary accountability: The Change Manager ensures changes are made with the least amount of risk and impact to the organization. The Change Administrator tracks changes and CIs to ensure a known state at all times. Outcomes Services Maintains a predictable process for managing changes to the production environment to improve reliability and customer satisfaction. Eliminates unnecessary change. Reduces unintended side effects. Can revert to a previous environment state in response to service disruptions by keeping Health indicators Reliability scores. Customer satisfaction scores.

Number of cancelled projects. Number of reversed changes. Number of production failures.

Number of managed service maps compared to the number of services offered. Number of items in the Configuration Management System (CMS) with historical state
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Outcomes accurate knowledge of the configuration and changes made. Can troubleshoot problems through an analysis of recent changes.

Health indicators records. Date range of historical data maintained within the CMS. Number of known changes to production. Mean time to resolve problems.

How can I achieve Change and Configuration SMF outcomes? Essential actions Maintain a predictable change management process This means: Implementing standardized methods for requesting changes Carefully confirming the CIs, applications, and business processes affected by requested changes Methodically assessing the risks associated with requested changes Prioritizing and categorizing requested changes Implementing rigorous and formal change approval processes including standard approval bodies Designing and thoroughly testing changes to minimize the likelihood of business disruption Ensuring the readiness of changes for release to production prior to release Stabilizing released changes and validating the tehnical and business success of the change Obtaining appropriate customer signoffs on the completed change Properly updating all records related to the change including the affected CIs in the CMS Identifying common, predictable changes that can be pre-approved Maintain accurate knowledge of configurations This means: Defining and collecting configuration data in the CMS Auditing the CMS regularly Products that help You can Maintain accurate knowledge of configurations. Using With this resource The Configuration Manager 2007 software metering feature monitors and collects software usage data from Configuration Manager 2007 clients. http://technet.microsoft.com/enus/library/bb694169.aspx The Configuration Manager 2007 desired configuration management feature provides a set of tools and resources to help assess and track configuration compliance of client computers in the enterprise. http://technet.microsoft.com/enus/library/bb693504.aspx
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Maintain accurate knowledge of configurations.

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Products that help You can Maintain accurate knowledge of configurations. Using With this resource Creating a System Center Configuration Manager Connector for Service Manager explains how to use the SCCM Connector to obtain configuration item data about computers managed by SCCM. http://blogs.technet.com/umeno/archive/2008/ 12/02/creating-an-sccm-connector-forservice-manager-beta-1.aspx Mapping ITIL/MOF Change Management process to the features of the System Center Service Manager illustrates how change management features in Service Manager can model process frameworks such as MOF. http://blogs.technet.com/servicemanager/arch ive/2009/01/27/mapping-itil-mof-changemanagement-process-to-the-features-of-thesystems-center-service-manager.aspx http://blogs.technet.com/servicemanager/arch ive/2009/03/02/mapping-itil-mof-changemanagement-process-to-the-features-of-thesystems-center-service-manager-part-2.aspx http://blogs.technet.com/servicemanager/arch ive/2009/04/08/mapping-itil-mof-changemanagement-process-to-the-features-of-thesystems-center-service-manager-part-3.aspx http://blogs.technet.com/servicemanager/arch ive/2009/05/22/mapping-itil-mof-changemanagement-process-to-the-features-of-thesystem-center-service-manager-part-4.aspx http://blogs.technet.com/servicemanager/arch ive/2009/06/16/mapping-itil-mof-changemanagement-processes-to-the-features-ofsystem-center-service-manager-part-5.aspx Guide to Managing Changes and Activities with Service Manager describes the change and activity management features in Service Manager including request initiation, classification, approval, suspension and resumption, implementation, and close. http://cid17faa48294add53f.skydrive.live.com/self.asp x/.Public/RampUp/06ChangeManagement/Change%20Manageme nt%20Exercise.docx

Maintain a predictable change management process.

Maintain a predictable change management process.

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Products that help You can Maintain accurate knowledge of configurations. Using With this resource Setting Up the CMDB: Configuration Items and Connectors provides guidance on using Service Manager data management as Configuration Management Database (CMDB). http://cid17faa48294add53f.skydrive.live.com/self.asp x/.Public/RampUp/04-CMDBSetup/SM%5E_AdministrationGuid.docx#resI d/17FAA48294ADD53F!227 The Configuration Manager 2007 Asset Intelligence feature enables inventory and management of software in use throughout the Configuration Manager 2007 hierarchy to help manage software in use and software license management in the enterprise. http://technet.microsoft.com/enus/library/cc161988.aspx Managing Change in Data Tier Application Projects in Visual Studio 2010 provides an overview and demonstration of managing application change when using data-tier applications. http://channel9.msdn.com/learn/courses/SQL 2008R2TrainingKit/SQL10R2UPD00/SQL10R 2UPD04_REC_07/

Maintain accurate knowledge of configurations.

Maintain a predictable change management process.

Platform-specific resources that help You can Maintain a predictable change management process. For With this resource Operations Guide for Microsoft Advanced Group Policy Management 4.0 illustrates how Advanced Group Policy Management (AGPM) extends the capabilities of the Group Policy Management Console (GPMC) to provide comprehensive Group Policy objects (GPO) change control including versioning, editing, approval, and review. http://technet.microsoft.com/enus/library/ee390965.aspx

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Platform-specific resources that help You can Maintain accurate knowledge of configurations. For With this resource Configuring and Managing Change Tracking demonstrates how to enable, disable, and manage change tracking and how to configure security and determine the effects on storage and performance when change tracking is used. http://technet.microsoft.com/enus/library/bb964713.aspx

Team SMF

The Team SMF ensures the IT organization is accountable, responsible, flexible, and scalable. The Team SMF involves: Understanding the key principles for effectively organizing IT. Understanding accountabilities and role types. Identifying organizational changes needed. Aligning responsibilities. Assigning roles.

Why Should I Care About It?


When you apply this SMF effectively you will: Ensure clear accountability for the outcomes associated with any MOF SMF. Ensure the work required to accomplish those outcomes is clearly and appropriately assigned.

How Can I Learn More?


Read the MOF Team SMF white paper to learn more. http://technet.microsoft.com/en-us/library/cc543311.aspx Accountability Support Operations Service Compliance Architecture Solutions SMF Customer Service Problem Management Operations Management Service Monitoring and Control Business/IT Alignment Governance, Risk, and Compliance Reliability (includes Confidentiality, Integrity, Availability, Capacity, and Continuity) Envision Project Planning Nature of Work Interrupt-driven Plan-driven, repetitive Plan-driven, long-term Plan-driven, repetitive Plan-driven, long-term Plan-driven, short-term

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Accountability

SMF Build Stabilize Deploy Financial Management Business/IT Alignment Policy (includes Policy Governance, Security, Privacy, Partner and Third-Party Relationships, Knowledge Management, and Appropriate Use) Governance, Risk, and Compliance Change and Configuration Team

Nature of Work

Management

Plan-driven, long-term

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Call to Action
This paper has illustrated the connections between MOF concepts and Microsoft products and suggested a wide range of tools, actions, and measures that can be applied immediately at all levels of the IT organization. Based on your role, consider the following improvement actions based on the content of this paper. IT Executives Consider the outcomes of each SMF and how and where they contribute to overall IT objectives and strategies and ultimately to business objectives. Prioritize achievement of SMF outcomes and set specific outcome targets for the top three. Begin to require the output of management reviews from team members. IT Managers Consider SMF outcomes and how and where they contribute to more specific service or functional objectives and strategies. Develop strategies to meet the top three SMF outcome targets by platform (for example, Exchange, SQL Server). Implement management reviews to produce required output. Individual Contributors Consider SMF outcomes and how well their work aligns with and contributes to those outcomes. Implement product-specific tactics to achieve identified SMF outcome targets. Consider top product-specific tactics that can be implemented quickly and produce good results.

Feedback
Please send comments and feedback to MOF@microsoft.com. To keep current with the latest releases and beta review programs, please subscribe to our news feed on the MOF home page.

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Appendix A: MOF Management Reviews


MOF includes the following Management Reviews: Service Alignment Portfolio Project Plan Approved Release Readiness Operational Health Policy and Control

Service Alignment Management Review

The Service Alignment Management Review focuses on understanding service supply and demand and directing IT investments to maximize business value. The Service Alignment Management Review assesses: Customers experience of services as compared with service goals. Service experience in terms of reliability, compliance, cost effectiveness, and value realization and opportunities for improvement.

Why Should I Care About It?


When you execute this review effectively, you will: Ensure that the anticipated business value of services is realized. Identify barriers or inhibitors that decrease delivery of business value. Identify opportunitiespotential new services, changes to existing ones, or services ready for decommissioningfor improving business value.

How Can I Learn More?


Read the MOF Service Alignment Management Review section in the Plan Phase Workflow white paper to learn more. http://technet.microsoft.com/en-us/library/cc543275.aspx Key inputs Metrics referenced in the SLA (such as reliability and customer service responsiveness). New business requirements, proposals, and forecasts. New regulatory or policy requirements. Customer satisfaction surveys and other end-user feedback. Feedback from the Operational Health Management Review. Demand-management report of expected changes in the way services will be used. Reliability reports about performance and availability. Outcomes Customers Experience of services as compared with service goals is understood. Experience of services in terms of reliability, compliance, cost effectiveness, and value realization is understood. Identify desired service experience improvements. The Provider... Identifies changes that will improve the utility and value of a service.
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Key inputs Cost of the services, budgeted versus actual spending, financial reconciliation, and new budget requirements. Audit reports, issues, and recommendations. Senior management directives. Value realization data. Security, privacy, and non-compliance incidents. Minutes and actions from last management review meeting.

Outcomes

Portfolio Management Review

The Portfolio Management Review serves as an internal control to help ensure the value of investments made in services, projects, and initiatives. The Portfolio Management Review acts as a gateway for proposed projects and focuses on understanding: The concepts and requirements of proposed service changes. Deciding whether to invest further in the development of those concepts. Approving a preliminary project vision and scope that will move a project forward.

Why Should I Care About It?


When you execute this review effectively, you will: Gain organizational agreement on expectations for value, impact, and funding of the proposed work. Establish the basis for how changes to the portfolio and its value to the business will be measured and evaluated.

How Can I Learn More:


Read the MOF Portfolio Management Review section of the Plan Phase Workflow white paper to learn more. http://technet.microsoft.com/en-us/library/cc543275.aspx Key inputs Project concept proposals and other change requests. Key improvements to business capabilities. Key enablers for business processes. Proposed value realization, methods, and metrics to use. High-level funding estimates. Existing portfolio along with the status of in-flight projects. Existing and upcoming architecture requirements. Outcomes The Provider... Advances proposed additions and changes to the portfolio anticipated to deliver satisfactory value. Discontinues pursuit of proposed additions and changes to the portfolio not anticipated to deliver satisfactory value. Delays proposed additions and changes requiring additional

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Key inputs Relevant regulatory, standards-based, and industryspecific requirements. Process guidelines and policies.

Outcomes consideration.

Project Plan Approved Management Review

The Project Plan Approved Management Review generates a go/no-go decision about the readiness of a project to move into development. The Project Plan Approved Management involves review and signoff on the projects: Functional specification. Master plan. Master schedule.

Why Should I Care About It?


When you execute this management review effectively, you will: Ensure that projects are sensible and feasible. Ensure project planning is sufficient.

How Can I Learn More?


Read the MOF Project Plan Approved Management Review section of the Deliver Phase Workflow white paper to learn more. http://technet.microsoft.com/en-us/library/cc543226.aspx Key inputs Functional specification. Work plans, cost estimates, and schedules for the various parts of the service project in question. Communications plan. Master test plan. Training plan. Baseline project plan. User acceptance test plan. Data or system conversion plan (if applicable). Security assessment and threat modeling plan. Reviews of privacy and other standards, general policy compliance. Approach to segregation of environments for development, test, and production. Segregation of roles (where needed for control purposes). Project risk analysis and management plan. Outcomes The Provider... Makes go/no go decisions about proceeding with service-related projects.

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Release Readiness Management Review

The Release Readiness Management Review confirms the overall readiness of the solution, operations, and the business to the release of the service. The Release Readiness Management Review focuses on ensuring that: New or changed services are operable and supportable. The production environment is ready to support and operate new or changed services. The business and/or customers are ready to use the features and functionality of new or changed services. Release strategy plansincluding rollout and rollback plans, training plans, and support plansare in place.

Why Should I Care About It?


When you execute this review effectively, you will: Reduce the chances for business disruptions resulting from inadequately planned releases. Reduce the participation of development staff in support and operations.

How Can I Learn More?


Read the MOF Release Readiness Management Review section of the Deliver Phase Workflow white paper to learn more. http://technet.microsoft.com/en-us/library/cc543226.aspx Key inputs Project vision and scope. Operations support guide. Deployment plan and contingency plan. Security implementation plan. Data validation and conversion (if applicable). Risk management plan. User acceptance approval. Test results. Outcomes The Provider... Makes a go/no-go decision about the readiness of a changed or newly developed service for release.

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Operational Health Management Review

The Operational Health Management Review helps ensure the effective, efficient, and agile operations of services. The Operational Health Management Review focuses on ensuring that services are: Operating efficiently. Meeting the expectations defined in service level agreements (SLAs), operating level agreements (OLAs), and underpinning contracts (UCs).

Why Should I Care About It?


When you execute this review effectively, you will: Ensure that operations is providing the value expected by the organization. Identify areas and ways in which that value can be improved.

How Can I Learn More?


Read the MOF Operational Health Management Review section in the Operate Phase Workflow white paper to learn more. http://technet.microsoft.com/en-us/library/cc543233.aspx Key inputs OLA, SLA, and contractual (UC)-defined targets and performance metrics from service monitoring systems and customer service records. Customer satisfaction metrics and other information gathered through customer surveys and anecdotal feedback from Customer Service. Costs and other financial performance information from your financial systems. Action items, accountabilities, and minutes from previous management review meetings. Current issues and risks from risk analysis. Recent problems and trends observed by problem management teams. Basic human resources metrics and organizational health indicators including IT staff performance, personnel skills, and competencies. Outcomes The Provider... Identifies changes needed to respond to trends or to correct conditions that led to metrics outside acceptable parameters.

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Policy and Control Management Review

The Policy and Control Management Review assesses the impact and effectiveness of service management policies and controls. This management review focuses on ensuring that management properly oversees and assesses the overall adequacy and effectiveness of policies throughout IT and the general state and performance of the internal control environment. This assessment identifies improvements to be made to existing policies, the need for new policies, and the termination of redundant or unnecessary policies.

Why Should I Care About It?


When you execute this review effectively, you will: Ensure that policies and controls are delivering desired behavior in the organization.

How Can I Learn More?


Read the MOF Policy and Control Management Review section of the Manage Layer white paper to learn more. http://technet.microsoft.com/en-us/library/cc539509.aspx Key inputs Operational and security policies. Policy violations, compliance incidents, management action taken since last management review. Policy change requests. Results from the Enforce and Evaluate process in the Policy SMF. Changes in regulations, standards, or industry practices. New or changed contractual agreements, such as SLAs and OLAs. Audit findings, recommendations, issues. Unanticipated risks, incidents. Controls failing or underperforming. Control self-assessments. Outcomes The Provider... Initiates requests for changes to specific policies or controls that improve achievement of risk, regulatory, and compliance requirements. Initiates requests for changes to improve policy management practices. Initiates requests for changes to improve the internal control environment.

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MOF Phase / Layer

MOF SMF

Plan

Business/IT Alignment

Reliability

Policy

Financial Management Deliver Envision, Project Planning, Build, Stabilize, Deploy

Operate

Appendix B: Microsoft Product/SMF Quick Reference Chart

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Microsoft Operations Framework 4.0

Service Monitoring and Control (SMC)

Customer Service

Problem Management Deliver Governance, Risk, and Compliance

Change and Configuration

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Acknowledgments
The Microsoft Operations Framework team acknowledges and thanks the people who participated in the development of this guide. Contributors Jerry Dyer, Microsoft Michael Kaczmarek, Microsoft Don Lemmex, Microsoft Betsy Norton-Middaugh, Microsoft Joe Coulombe, Microsoft Khalid AlHakim, Microsoft Shawn LaBelle, Microsoft Tom Bondi, Microsoft Kathleen Wilson, Microsoft Adam Hall, Microsoft Clare Henry, Microsoft Dave Beers, Microsoft Rob van der Burg, Microsoft David Pultorak, Pultorak & Associates Peter Quaglieriello, Pultorak & Associates Richard Webb, Pultorak & Associates Editors Pat Rytkonen, Volt Technical Services

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