Module 1:

ITIL/MOF Overview

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Lesson Objectives
After completing this lesson, you will
understand:
ITIL/MOF overview
What is an ”IT Service”
Why people and processes matter
Change- and Configuration Management

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ITIL/MOF overview
ITIL and MOF are closely related and both
describe best practices for IT Service
Management Processes.

Microsoft System Center Service Manager

supports MOF, ITIL and COBIT.

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ITIL/MOF Overview
ITIL philosophy adopts a process driven approach that is
scalable. It considers Service Management to consist of
related and integrated processes aligned to business
processes.
MOF (Microsoft Operations Framework) organizes and
describes all of the activities and processes involved in
creating, managing, and supporting an IT service
MOF gives you practical guidance providing comprehensive
guidelines for achieving reliability for IT solutions and services
MOF uses question-based guidance to help you:
Determine what your organization needs now
Keep your IT organization running efficiently and effectively in the future
Keeps your IT organization aligned with your Business’s needs

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Solving the Right Problem
Would a
Can stronger
technology lock help?
fix this
issue?

• Microsoft sells doors and locks (Platforms, System

Center, etc.)
• But many problems are due to process (lack of, inferior,
not followed) or people issues
•We have an obligation to provide guidance to run
our technology 5
Solving the Right Problem
“If all you have is a hammer,
everything looks like a nail”
Problem:
Server crashes due to a configuration change by a capable engineer
without announcing or vetting the change with other groups,
associates, or management
Technical Solution (Common Hammer of the Technologist):
Cluster the server to provide failover capabilities
Outcome:
• Increased complexity and points of failure
• Initial problem of uncontrolled change in the production
environment still exists
The Real Solution:
Ensure an organizationally-appropriate change and configuration
management process is in place and enabled with policy, training,
and compliance
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People/Process is what % of Downtime?

OPERATIONS
• Change • Forget
Management Something
• Overloaded • Lack of
• Weak Problem Procedures
Detection • Backup
Application Operator Errors/Security
Failure Error
40% 40%

• Hardware/OS Other
20%
• Network
• Power and Disaster

Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, 7

IT is not just technology!

Technology
Tools and infrastructure

Process
Definition and design,
compliance, and continuous
improvement

People
Responsibilities, management,
skills development, and
discipline
It’s not just a technology problem… People and Process matter!
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MOF 4.0 Process Via System Center

Microsoft System Center supports MOF, ITIL and COBIT

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A Fool with a Tool…bigger fool?
In order to get the most benefit from Systems
Center Service Manager, it is critical to Define the
processes and the supporting procedures and
policies.
History has painfully proven, that it is not possible
to implement and fully utilize an IT Service
Management application without formalized
processes.
Have you considered this fully?
Today we will refresh or update your process
approach.

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ITIL/MOF: Closely related ITSM Guidance

ITIL v2 ITIL v3

MOF v3 MOF 4.0

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What is an ”IT Service”?
Is it a delivery from the Service Desk?
Is it a process on a server?
Is it a desired outcome for the user?
ITIL v3 defines a Service as:
A means of delivering value to customers by
facilitating the outcomes customers want to achieve
without the ownership of specific costs and risks
And Service Management as:
A set of specialized organizational capabilities for
providing value to customers in the form of
services.
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ITIL/MOF Overview

IT Service Lifecycle

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Objectives
After completing this lesson, you will
understand:
MOF High-Level Goals
The IT Service Lifecycle
Service Management Functions and Reviews
Goals of the Phases and Manage Layer

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MOF High-Level Goals

Provide guidance to IT organizations

To help them create, operate, and support IT
services
To ensure investment in IT delivers expected
business value at an acceptable level of risk
Create an environment where business and
IT work together toward operational
maturity

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The IT Service Lifecycle:
Phases and layer

The IT Service Lifecycle

describes the life of an IT
service:
• Plan Phase: From planning and optimizing the IT service to align with the
business strategy
• Deliver Phase: Through the design and delivery of the IT service
• Operate Phase: To its ongoing operation and support
• Management Layer: Underlying all of this is a foundation of IT governance,
risk management, compliance, team organization, and change management

Each phase has Service Management Functions (SMF) and Management

Reviews (MR) associated with it

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Service Management Functions
SMFs define processes, people, activities
required to align IT services to business
needs
Each SMF has its own guide explaining its
flow and detailing processes and activities
• Each SMF can stand alone
• Collectively, SMFs work to ensure that
service delivery is at the desired quality
and risk level

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MOF Management Reviews
Management reviews (MR)
Bring together information and
people
To determine status of IT services
and establish readiness to move
forward in the lifecycle
MRs are internal controls that
provide management validation
checks
They ensure business objectives
are met and IT services are on
track to deliver expected value

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MOF flowchart

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ITIL/MOF Overview

Manage Layer

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Objectives
After completing this lesson, you will
understand:
The goals of the Manage Layer
What is included in the Manage Layer
The Team SMF goals and principles
Key Team SMF principles

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Manage Layer

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Goals of the Manage Layer
To help To establish
coordinate an
processes integrated
described in approach to
the SMFs of IT service
the three management
lifecycle activities
phases

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What Does the Manage Layer Include?

• Governance,
Risk, and
Takes place in Compliance
all phases of (GRC)
the lifecycle: • Change and
Configuration
• Team

The Layer also includes the Policy &

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Control management review
Team SMF
Addresses how to:
Understand the key
principles for effectively
organizing IT
Understand
accountabilities and role
types
Align responsibilities
Assign roles
Identify organizational
changes needed
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Team SMF
At the heart of the Team SMF is a core set (7) of
accountabilities for ensuring that the right work
gets done
Each accountability should map to a significant
piece of work that must be completed in an
organization
Each accountability maps to one or more of the
MOF service management functions in the
Phases/Layer
Each accountability has a set of role types
associated with it, and each role type has a set of
responsibilities and goals associated with it.

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Accountabilities map to SMFs
Accountability SMF
Support •Customer Service
•Problem Management

Operations •Operations Management

•Service Monitoring and Control

Service •Business/IT Alignment

Compliance •Governance, Risk, and Compliance

Architecture •Reliability

•Envision
•Project Planning
Solutions •Build
•Stabilize
•Deploy

•Financial Management
•Business/IT Alignment
•Policy
Management
•Governance, Risk, and Compliance
•Change and Configuration
•Team
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Example: Support Accountability > Role Types > Responsibilities
Role Types
• Handles Calls
• Is first contact with user
Customer • Registers calls,
Service Rep categorizes, determines
supportability, and

Responsibilities
passes on calls
Accountability

Support
• Diagnoses
Incident • Investigates
Resolver
• Resolves

• Responsible for incident

Incident
from beginning to end
Coordinator
(quality control)
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Key Team SMF Principles
Start with People
Separate Plan-Driven and Interrupt-Driven Work
Put the Right People in the Right Roles
Encourage Advocacy
Start with Accountability
Make Responsibilities Clear to the Owner
Combine Accountabilities and Role Types Where
Appropriate
Ensure Constant Coverage in Operations

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The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not

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