Bridging from MOF Guidance to Microsoft Products - A ...



Bridging from MOF Guidance to Microsoft ProductsA MOF Companion Guide394335497459000Version 1.0 Published: July 2010For the latest information, please see technet/SolutionAcceleratorsCopyright ? 2010 Microsoft Corporation. This documentation is licensed to you under the Creative Commons Attribution License. To view a copy of this license, visit 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 user’s particular environment. 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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 themContents TOC \o "2-2" \h \z \t "Heading 1,1" Introduction PAGEREF _Toc268591710 \h 1Intended Audience PAGEREF _Toc268591711 \h 2How to Use This Document PAGEREF _Toc268591712 \h 3Navigating the Document PAGEREF _Toc268591713 \h 3Navigating SMFs PAGEREF _Toc268591714 \h 3Considerations PAGEREF _Toc268591715 \h 4Navigating MOF PAGEREF _Toc268591716 \h 5About MOF PAGEREF _Toc268591717 \h 5Fundamental Components PAGEREF _Toc268591718 \h 5Phase and Layer Snapshots PAGEREF _Toc268591719 \h 6Management Review Snapshots PAGEREF _Toc268591720 \h 7Plan Phase SMFs PAGEREF _Toc268591721 \h 9Business/IT Alignment SMF PAGEREF _Toc268591722 \h 9Policy SMF PAGEREF _Toc268591723 \h 17Financial Management SMF PAGEREF _Toc268591724 \h 20Deliver Phase SMFs PAGEREF _Toc268591725 \h 22Envision SMF PAGEREF _Toc268591726 \h 22Project Planning SMF PAGEREF _Toc268591727 \h 23Build SMF PAGEREF _Toc268591728 \h 24Stabilize SMF PAGEREF _Toc268591729 \h 25Deploy SMF PAGEREF _Toc268591730 \h 26Operate Phase SMFs PAGEREF _Toc268591731 \h 32Operations SMF PAGEREF _Toc268591732 \h 32Service Monitoring and Control SMF PAGEREF _Toc268591733 \h 34Customer Service SMF PAGEREF _Toc268591734 \h 38Problem Management SMF PAGEREF _Toc268591735 \h 40Manage Layer SMFs PAGEREF _Toc268591736 \h 42Governance, Risk, and Compliance SMF PAGEREF _Toc268591737 \h 42Change and Configuration SMF PAGEREF _Toc268591738 \h 47Team SMF PAGEREF _Toc268591739 \h 51Call to Action PAGEREF _Toc268591740 \h 53Feedback PAGEREF _Toc268591741 \h 53Appendix A: MOF Management Reviews PAGEREF _Toc268591742 \h 54Service Alignment Management Review PAGEREF _Toc268591743 \h 54Portfolio Management Review PAGEREF _Toc268591744 \h 55Project Plan Approved Management Review PAGEREF _Toc268591745 \h 56Release Readiness Management Review PAGEREF _Toc268591746 \h 57Operational Health Management Review PAGEREF _Toc268591747 \h 58Policy and Control Management Review PAGEREF _Toc268591748 \h 59Appendix B: Microsoft Product/SMF Quick Reference Chart PAGEREF _Toc268591749 \h 60Acknowledgments PAGEREF _Toc268591750 \h 61Introduction 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 details—that 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 resources—features, tools, and actionable tactics—that 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.Figure 1. MOF concepts can be implemented using Microsoft products.Intended AudienceThe 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). How to Use This DocumentThis is a reference document, so it’s not necessary to read it entirely. As described below, it’s constructed so that you can navigate quickly to the relevant content.Navigating the DocumentThe document is organized by the top-level MOF components. The major sections are described in the following table.Navigating MOFPlan PhaseDeliver PhaseOperate PhaseManage LayerPages 5–8Pages 9–21Pages 22–31Pages 32–41Pages 42-52Covers everything you need to know about MOF in order to obtain the most value from this paper.Covers activities related to IT strategy, standards, policies, and finances.Covers activities related to envisioning, planning, building, testing, and deploying IT service solutions.Covers activities related to operating, monitoring, supporting, and addressing issues with IT services.Covers activities related to managing governance, risk, compliance, changes, configurations, and organizations.Navigating SMFsThe 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 business-oriented 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:lefttopAn article or documentlefttopA tool or utilitylefttopA webcast or videolefttopA blog entry or commentaryConsiderationsThis paper was developed to fit a specific purpose and as such, it’s 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 aren’t supported in a natural or material way by Microsoft products, and it is not this paper’s 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 MOF’s service- and business-oriented outcomes. The focus should always be on achieving the right outcomes consistently and efficiently, regardless of the resources used. Navigating MOFIf you are not already familiar with MOF, this section provides the essential information you’ll need to know in order to obtain full value from the paper.Figure 2. MOF Service Management LifecycleAbout MOFMicrosoft 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 ComponentsMOF’s fundamental components are described in the following table.MOF ComponentWhat you need to knowService Management Functions XE "Service Management Functions" (SMFs)Service Management Functions (SMFs) are the processes, people, and measurable outcomes required to align IT services to business requirements.PhasesThe overall service lifecycle is broken into Phases, which group together SMFs and management reviews.Manage LayerThe 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 XE "Management Reviews" 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.MOF ComponentWhat you need to knowAccountabilities XE "Accountabilities" 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 SnapshotsThese snapshots list the SMFs within each phase and layer, describing their overall objective and deliverables.Plan Phase SMFsThe 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.SMFBusiness/IT AlignmentReliabilityPolicyFinancial ManagementWhat it doesDelivers the right services to the business.Ensures service capacity, availability, continuity, and data integrity are aligned to the business needs in a cost-effective manner.Defines and manages IT policies to make IT effective and support business priorities.Accurately predicts, accounts for, and optimizes service costs and maximizes investments.What it deliversIT service strategyIT standardsIT policiesIT financial plans and metricsDeliver Phase SMFsThe Deliver Phase takes a service solution from vision through deployment, ensuring a stable solution in line with business requirements and customer specifications.SMFEnvisionProject PlanningBuildStabilizeDeployWhat it doesClearly communicates the project’s vision, scope, and risk.Builds a project plan that all stakeholders agree is feasible and meets customer needs.Builds a solution that meets the customer’s expectations and specifications as defined in the functional specification.Resolves all issues and releases a high-quality solution that meets the customer’s expectations and specifications.Deploys a stable solution that satisfies the customer, and successfully transfers it from the project team to the Operations and Support teams.What it deliversVision documentProject plan documentDeveloped solutionTested, stable solutionOperational serviceOperate Phase SMFsThe Operate phase ensures that deployed IT services are operated, monitored, and supported in line with SLA targets.SMFOperationsService Monitoring and ControlCustomer ServiceProblem ManagementWhat it doesDefines, documents, and executes the work necessary to efficiently and successfully operate IT services. Observes IT service health and initiates remedial actions to minimize the impact of service incidents and system events.Provides users with a positive experience and addresses complaints or issues.Determines the root causes of problems and predicts future problems.What it deliversOperations GuideIT health dataEffective user serviceEffective problem resolutionManage LayerThe Manage Layer promotes consistency and accountability in planning and delivering IT services and provides the basis for developing and operating a resilient IT environment.SMFGovernance, Risk, and ComplianceChange and ConfigurationTeamWhat it doesSupports, sustains, and grows the organization while managing risks and constraints.Ensures changes are minimized and planned IT services are anizes agile, flexible, and scalable teams doing required work.What it deliversIT objectives achieved; change and risk managed and documented.Known configurations and predictable adaptations.Clear accountabilities, roles, and work assignments.Management Review SnapshotsThese snapshots outline the focus of the management reviews associated with each phase and layer.Plan PhaseReviewService AlignmentPortfolio FocusUnderstanding the state of supply and demand for IT services and directing investments to make sure that the business value of IT is realized.Understanding the concepts and requirements of proposed IT service changes, and deciding whether to invest further in the development of those concepts.Deliver PhaseReviewProject Plan ApprovedRelease ReadinessFocusApproving the project’s functional specification, master plan, and master schedule so the solution can move to development.Confirming the readiness of solution operability and supportability, the production environment, the customer and users, and the overall release package.Operate PhaseReviewOperational HealthFocusRegular and structured assessment of internal operating processes and service health to ensure efficiency and consistent achievement of target performance. Manage LayerReviewPolicy & ControlFocusRegularly evaluate the appropriateness and effectiveness of the policies and controls in place across the IT service lifecycle.Plan Phase SMFsThe Plan Phase includes the following SMFs: Business/IT Alignment Reliability Financial Management Business/IT Alignment SMFThe 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. SMF AccountabilitiesService 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.OutcomesHealth indicatorsCustomers…Consider IT a strategic asset.The business continues to invest in enhancements or new services.The business consults with IT as part of strategic decisions, acquisitions, or new directions.The Provider...Has a strategic plan.The business and IT publish and measure an annual IT service strategy that links IT and business goals, metrics, budgets, risks, and action plans.Has an understanding of its capabilities and resources.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.Maintains a set of defined services and projects that support the strategic plan.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 actionsUnderstand existing capabilityThis means:Assessing the IT oranization’s capability to deliver on strategic initiativesEvaluating skill, staffing, and financial constraintsIdentifying opportunities to engage partners or vendors to provide services or service componentsLink prospective IT initiatives to business goals and prioritiesThis means:Strategizing in collaboration with business representativesStating IT goals in terms of business goals and measuring outcomes in business termsMapping and prioritizing business functions to IT servicesEstablishing the key IT initiatives that support business objectivesEstablishing criteria for prioritizing initiatives, governance guidelines, and risk factorsAssigning responsibility for reviewing and approving proposed initiativesPublishing and communicating strategies to the organizationDeveloping protocols for submission of IT project proposalsDesign and define IT servicesThis means:Identifying business and IT accountabilities and responsibilities for IT servicesDetermining what the organization calls the service Identifying the core infrastructure services and corresponding accountabilities and responsibilitiesIdentifying service users, business contexts, and usage patternsDefining service components and ownership including hardware, software, internal, and externalMapping services that expose components and dependenciesStructuring the service portfolioDesigning, populating, and publishing a service catalogEstablishing achievable SLAs, OLAs, and UCs for each serviceImplementing periodic service reviews to include SLA, OLA, and UC performanceMeasure service level attainmentThis means:Determining how IT performance will be measured and how it contributes to business performanceEstablishing reporting protocols, policies, and required participantsDetermining how improvement opportunities should be identifiedAssessing achievement of availability targets and the root causes of underachievementAssessing the capacity of services and the root causes of under- or over-capacityConfirming the adequacy of software licensing Products that helpYou can…Using…With this functionality…Measure service level attainment.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. prospective IT initiatives to business goals and priorities.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. Platform-specific resources that helpYou can…For…With this resource…Understand existing capabilityDesign and define servicesThe Exchange Service Map is a logical display of the relationships between parent and child services and their respective owners. Reliability SMFThe 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:ConfidentialityIntegrityAvailabilityContinuityCapacityWhy Should I Care About It?When you apply this SMF effectively, you will:Minimize service disruptions.Ensure capacity consistently matches business needs.Improve IT’s 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. SMF AccountabilitiesArchitecture 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.OutcomesAs measured by…Services…Capacity matches business needs.Adherence to a proactive capacity plan.Number of capacity-related service disruptions.Are available to users when needed.Adherence to a proactive, cost-justified availability plan.Number of service failures.Number of service disruptions from anticipated failures.Are available as required during significant failures.Alignment of the IT disaster recovery plan to the business continuity plan.Tested, trusted, recovery plan supported by the business.Maintain satisfactory data integrity and confidentiality.Amount of data classified and managed according to business policy.Number of exceptions to data handling and integrity requirements.How can I contribute to Reliability SMF outcomes?Essential actionsMaintain or improve service availabilityThis means:Proactively designing for high availability and mitigating single points of failureReviewing and learning from historic resilience and related issuesSetting specific and acheivable recoverability targetsEnsuring vendor-delivered components can meet established targetsDeveloping, documenting, and rigorously executing routine preventive maintenance tasksProgramatically identifying and managing availability risks and mitigation plansBetter recover services in the event of a disasterThis means:Understanding the organization’s business continuity plan and definition of critical systemsConfirming the relationship between service-specific and organization-wide disaster recovery plansDetermining the most appropriate recovery scenario in terms of risk, cost, and speedUnderstanding legal and regulatory obligationsRegularly testing and adjusting recovery plansCommunicating recovery plans to users and staffMaintain or improve data integrityThis means:Generating and communicating security policies that address data handlingUnderstanding how services use data and facilitate information transferUnderstanding data criticality, regulatory oversight, and reporting requirementsUnderstanding retention and disposal requirementsUnderstanding who needs access to data, when, and howPromptly recognizing and responding to data that is comprimisedAutomating data security management and technical measures to prevent breachesPerforning regular audits and penetration tests to identify weaknesses More efficiently manage capacityThis means:Understanding future business and IT plans for growth that may affect the capacity requirements Understanding how dependent services affect capacityUnderstanding peaks and demand variations that affect the capacity requirementsPlanning capacity during service design and avoiding the need to retrofit services laterAchieving capacity requirements with the greatest simplicity and cost effectivenessProactively reviewing capacity requirements to avoid remedial workAutomating monitoring and alerting wherever possible to avoid human errorProducts that helpYou can…Using…With this functionality…Maintain or improve service availability.System Center Operations Manager has special High Availability Connectors to ensure sufficient monitoring capabilities to support a high-availability environment. understand and manage service capacity.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. recover services in the event of a disaster.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. Better recover services in the event of a disaster.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. Platform-specific resources that helpYou can…For…With this resource…Maintain or improve service availability.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. Maintain or improve service availability.The Reliability Infrastructure consists of operating system diagnostic, monitoring, and analytic tools that help reduce restarts, eliminate memory leaks, and optimize resource utilization.(WS.10).aspxMaintain or improve service availability.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.(WS.10).aspx Maintain or improve service availability.Microsoft SQL Server? 2008 Failover Clustering builds on Windows Server failover clusters to provide high-availability through redundancy at the instance level. Maintain or improve service availability. 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 high-availability solution. Minimize capacity-related service disruptions.Maintain or improve service availability.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. or improve data integrity.Better recover services in the event of a disaster.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. effectively manage capacity.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.(office.14).aspx Better recover services in the event of a disaster.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.(office.14).aspxPolicy SMFThe 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 municate 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. Team SMF AccountabilitiesPolicy 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.OutcomesHealth indicatorsServices…Comply with regulations.All regulatory audits are passed with no deficiencies.The Provider...Maintains IT policies that support management objectives.Audits of policies indicate that they appropriately reflect management objectives.Utilizes policies. There are no audit issues related to activities defined in plies with regulations. All compliance audits are passed with no deficiencies (for example, security, privacy, or standards of conduct).How can I contribute to Policy SMF outcomes?Essential actionsDevelop appropriate policies This means:Understanding the near-term and long-term goals of the businessUnderstanding contingency plans for the businessObtaining executive sign-off to communicate policy direction to the organizationAssesing the effectiveness of current policies and proceduresReviewing audit issues that reflect ineffective, inappropriate, or non-existent policiesAssessing the compliance of applications and systems with policy intentAnalyzing the current future states of technology, practices, and resourcesAssigning responsibility for the policies including review and maintenance proceduresEstablishing the mediation process in the event of a policy stalemateEstablishing a consistent repository, structure, and review process for policiesDriving data retention policies in accordance with legal and regulatory obligationsPublishing and communicating policies and including channels for questions and feedbackEnsure compliance with regulations and policiesThis means:Evaluating and optimizing policy enforcement controlsDetermining and executing appropriate notifications and recording of enforcementDetermining and executing appropriate corrective actionsEstablishing and documenting exceptionsAnalyzing enforcement in terms of volume, root causes, and cost-effectivenessAnalyzing violations in terms of volume, justification, patterns, and unintended consequencesIdentifing opportunities for improving existing policies and enforcement controlsEstablishing periodic reviews of partners’ compliance with policiesSystematically reviewing policies for clarity, intent, relevance, accuracy, and legalityAssessing feedback, considering, and implementing justifiable changes to policiesPlatform-specific resources that helpIf you want toFor this productThis resource can helpEnsure compliance with regulations and policies.Advanced Security Audit Policy Step-by-Step 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.(WS.10).aspx Ensure compliance with regulations and policies.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.(WS.10).aspx Develop appropriate policies.Ensure compliance with regulations and policies.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.(WS.10).aspx Develop appropriate policies.Ensure compliance with regulations and policies.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. Ensure compliance with regulations.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. Financial Management SMFThe 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. SMF AccountabilitiesManagement 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 IT’s understanding of business requirements and considers technology opportunities and constraints in business strategy.OutcomesHealth indicatorsServices…Deliver business value.Consistency and completeness of business value analysis for proposed projects.Consistency and value of project benefits realized.The Provider...Maintains effective and accurate IT cost pleteness and quality of IT cost accounting and tracking.Costs reviewed and improvements in progress.Recovers costs effectively.Fairness of customer charges.Appropriateness and relevance of the charging model for the organization.Effectively maintains and manages IT prehensiveness of financial understanding within IT.Closeness of actual budget to projected budget; absence of surprises.How can I contribute to Financial Management SMF outcomes?Essential actionsAssess the business value of IT servicesThis means:Establishing the impact of IT services on business resultsEstablishing business dependencies on IT services and the business cost of downtime per serviceSystematically communicating IT performance in terms of business contributionIdentifying improvements that will result in greater impact on business resultsCreating standard business value criteria to drive funding decisions for key initiativesIdentifying the entire service delivery chain in terms of service componentsMaking the entire IT organization aware of the impact of IT activities on business valuePlatform-specific resources that helpYou can…For…With this resource…Assess the business value of IT services.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. Assess the business value of IT services.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. Deliver Phase SMFsThe Deliver Phase includes the following SMFs:EnvisionProject PlanningBuild StabilizeDeploy Envision SMFThe Envision SMF forms the solution’s core project team, communicates the project vision and scope, and assesses the project’s 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 anize 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. SMF AccountabilitiesSolution 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.OutcomesAs measured by…The provider…Clearly understands, documents, and communicates project vision and scope.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.Clearly understands, documents, and communicates project risks.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. It’s 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 SMFThe 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. SMF AccountabilitiesSolution 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.OutcomesAs measured by…The solution…Design and features are clearly documented in the functional specification.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.Design and features are clearly traceable to business, user, operational, and system requirements.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.Features project plans that clearly describe the tasks for which the project team is responsible and the schedules for performing those tasks.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.Build SMFThe 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.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. SMF AccountabilitiesSolution 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.OutcomesAs measured by…The solution…Delivered to the customer is free of defects.Number of bugs unresolved or deferred.Signoff on the Scope Complete Milestone.Meets customer expectations and specifications as defined in the functional specification.Number of design change requests filed.Number of bugs filed for incorrect implementation.Signoff on the Scope Complete Milestone.Is delivered to the customer within the schedule’s specified timeline.Date the Scope Complete Milestone is approved.Stabilize SMFThe 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.How Can I Learn More?Read the MOF Stabilize SMF white paper to learn more. SMF AccountabilitiesSolution 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 organization’s needs to testing process.OutcomesAs measured by…The solution…Is stable and of high quality.Achievement of bug convergence and zero bug bounce.Number of unresolved bugs in the issue-tracking database.Issues found by testing and through pilot feedback are resolved.Number of unresolved bugs in the issue-tracking database.Signoff on the Release Readiness Milestone.Meets customer expectations and specifications as defined in the functional specification.Signoff on the Release Readiness Milestone.Deploy SMFThe 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.How Can I Learn More?Read the MOF Deploy SMF white paper to learn more. SMF AccountabilitiesSolution 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.OutcomesHealth indicatorsThe customer…Is satisfied with and accepts the deployed solution.Number of sites fully deployed. Signoff on the Deployment Complete Milestone.The solution...Is stable and deployed to the production environment.Number of support issues opened post deployment.Is successfully transferred from the project team to the operations and support teams.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 ActionsDefine accurate specifications, scope, and risksThis means:Establishing and documenting the project’s structure including goals, scope, roles, and risksAssembling the core project team of resources with appropriate skills and availabilityDocumenting the project vision and scope including business opportunity and solutions conceptAssessing, documenting, and clearly communicating project risksGaining stakeholder agreement and signoff on the project’s vision and scopeDevelop clear and comprehensive project plansThis means:Evaluating and prototyping products and technologies that fit project and organizational requirementsDocumenting usage scenarios and business, operations, system, and user requirementsWriting the functional specification and the conceptual, logical, and physical designsDeveloping individual project plans that address: AvailabilityBackup and recoveryBudgetCapacityCommunicationsDeploymentDevelopmentMigrationMonitoringOperationsPerformancePilotPurchasing and facilitiesSecuritySupportTestingTrainingRolling up individual plans into a master project planDeveloping realistic, prioritized, risk-driven schedulesGaining stakeholder agreement and signoff on the project planBuild defect-free solutionsThis means:Building a development lab representative of the production environmentEstablishing formal issue-tracking procedures including policies for communication and reviewEnsuring testers are well prepared and properly equipped to test the solutionDeveloping test specifications that validate the success of the solution buildDeveloping solution deliverables including release notes, code, and configuration documentationTesting the solution based on the test plan and test cases and using issue-tracking proceduresPreparing for release by refining the pilot plan, deployment plan, and deployment infrastructurePlanning training and communications so all affected parties get exactly the information they needGaining stakeholder agreement and signoff on the solution deliverablesPrepare solutions for successful releaseThis means:Identifying and resolving bugs until the solution stabilizes and a release candidate is identifiedTesting the release candidate and refining training, deployment, operations, and monitoring plansConducting user acceptance testing to ensure the solution satisfies user requirementsPiloting the solution and collecting user feedbackGaining stakeholder agreement and signoff on the readiness of the releaseRelease solutions with predictable resultsThis means:Deploying the solution’s core components to production in a controlled mannerMonitoring and stabilizing the solution immediately after deploymentTransferring solution ownership from the project team to the ongoing support and operations teamsGaining stakeholder agreement and signoff that deployment is completePlatform-specific resources that helpYou can…For…Using this resource…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.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. 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.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. 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.Planning for Exchange 2010 topics cover important production installation information and decisions including system requirements, Active Directory Domain Services, permissions, and mailbox storage design. 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.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. 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.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. 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.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. 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.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.(SQL.105).aspxDefine 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.The Deployment for SharePoint 2010 series includes information about deployment scenarios, installation instructions for new installation and upgrades, and post-installation configuration steps. (office.14).aspxDefine 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.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.(office.14).aspx Operate Phase SMFsThe Operate Phase includes the following SMFs:OperationsService Monitoring and ControlCustomer ServiceProblem Management Operations SMFThe 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. SMF AccountabilitiesOperations 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.OutcomesHealth indicatorsServices…Meet availability expectations.Number of service availability, service level agreement (SLA) targets missed.Reflect improved operations following releases and/or changes.Number of incidents the first month.The Provider...Staff is more efficient.Number of Operations staff, number of work hours used outside operations plan.Reduces reactive work.Reduction in number of incidents.How can I contribute to Operations SMF outcomes?Essential actionsOptimize staff time and effort spent on operations workThis means:Identifying operational maintenance, administration, security, monitoring, and reporting tasksDetermining optimal delivery methods for operational tasks including opportunities for automationIdentifying resources with key knowledge of technologies, infrastructure, architecture, and operationsIdentifying and gathering relevant internal and vendor documentation and guidanceDeveloping and testing work instructions for operational tasksPrioritizing and categorizing work including identification of dependencies and constraintsBuilding the work schedule and resource assignmentsMaintaining and optimizing tasks, scheduling, resource assignments, and work instructionsVerifying and logging work performedMeet service level agreementsThis means:Scheduling operational work to reduce impact on end usersOptimizing the sequence of operational work to reduce impact to service availabilityPlatform-specific resources that helpYou can…For…With this resource…Optimize staff time and effort spent on operations work.Meet service level agreements.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.(office.14).aspx Meet service level agreements.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 times. 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. Service Monitoring and Control SMFThe 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. SMF AccountabilitiesOperations 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.OutcomesHealth indicatorsServices…Meet availability expectations.Percent of time service is available.Service levels and operating levels are not breached.Number of breaches to SLAs and OLAs.Service incidents are proactively prevented.Number of service incidents.How can I achieve Service Monitoring and Control SMF outcomes?Essential actionsMonitor and meet service availability expectationsThis means:Defining IT services to be monitored including service level requirements and business criticalityPreparing a service component health model including CIs, dependencies, and failure eventsUnderstanding reliability requirementsAssigning and preparing groups responsible for monitoringIdentifying monitoring solutions considering service requirements, available tools, and constraintsDocumenting monitoring requirements including tasks, alerts, key knowledge, and reportingEstablishing notification policies, communication methods, handling procedures, and coverage hoursIdentifying events that qualify as incidents and needs for correlating eventsAssigning responsibility for event analysis and establishing standard handling proceduresEstablishing event resolution procedures including escalationPrevent service incidentsThis means:Establishing procedures for promptly resolving and escalating eventsProducing reporting and statistics on eventsConducting operational health management reviewsPlanning and executing improvements resulting from monitoring and operational health reviewsProducts that helpYou can…Using…With this resource…Monitor and meet service availability expectations.Prevent service incidents.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. Monitor and meet service availability expectations.Prevent service incidents.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. Monitor and meet service availability expectations.Prevent service incidents.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. Monitor and meet service availability expectations.Prevent service incidents.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. Monitor and meet service availability expectations.Prevent service incidents.System Center Operations Manager enables configuration of a service level objective (SLO) to define the availability and performance goals for an application. Monitor and meet service availability expectations.System Center Operations Manager 2007 Configuration Pack for Configuration Manager 2007 contains configuration items to manage Operations Manager 2007 server roles. Prevent service incidents.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). Monitor and meet service availability expectations.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. Platform-specific resources that helpYou can…For…With this resource…Monitor and meet service availability expectations.Prevent service incidents.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. Monitor and meet service availability expectations.Prevent service incidents.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. Monitor and meet service availability expectations.Prevent service incidents.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. Monitor and meet service availability expectations.Prevent service incidents.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. and meet service availability expectations.Prevent service incidents.The Reporting Services for Exchange 2007 Management Pack enables reporting on service availability, anti-spam statistics, and performance and usage metrics. (EXCHG.80).aspx Monitor and meet service availability expectations.Prevent service incidents.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. Customer Service SMFThe 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 customer’s request.Resolving requests for information, for existing and new features, and for changes.Resolving incidents.Ensuring good customer service.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. SMF AccountabilitiesOperations 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.OutcomesHealth indicatorsCustomers…Maintain business productivity.Time to restore services or service features to a satisfactory operational state.Quality of guidance and ”how to” information. The provider…Increases the value added by IT.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 actionsMaintain business productivityThis means:Documenting user help requests and recording contact informationReceiving and reviewing help requests generated by user self-service systems and alertsCapturing details of the request including the affected service, evidence, and successful outcomesValidating the data accompanying automated requestsIdentifying and promptly handling requests relating to failuresIdentifying and appropriately handling requests for information or new service functionalityEscalating requests related to unsupported servicesAssigning accurate urgency and impact to each request and prioritizing work accordinglyMaintaining accessible knowledge articles and utilizing or sharing them in request resolutionResolving help requests as quickly as possible and in line with established SLAsValidating and fulfilling service fulfillment requests promptlyProducts that helpYou can…Using…With this resource…Maintain business productivity.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). Problem Management SMFThe 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. SMF AccountabilitiesSupport 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.OutcomesHealth indicatorsThe Provider…Identifies the root cause for problems and initiates activities to establish workarounds or permanent solutions.Increase in the number of workarounds and permanent solutions to identified problems.Analyzes trends to predict future problems and enable prioritization of problems.Speed of problem resolution or avoided entirely.Number of problems avoided entirely.How can I achieve Problem Management SMF outcomes?Essential actionsResolve the root causes of problemsThis means:Creating appropriately detailed problem records that integrate effectively with incident recordsClassifying and prioritizing problems consistently based on service criticality, significance, and SLAFiltering problems to ensure resolution of problems merits the potential effort to be investedRecreating problems in a safe environment that closely resembles the production environmentObserving symptoms and applying appropriate root cause analysis techniquesDeveloping and documenting fixes and workarounds including deployment approachProducts that helpYou can…Using…With this resource…Resolve the root causes of problems.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). Platform-specific resources that helpYou can…For…With this resource…Resolve the root causes of problems.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.(WS.10).aspx Manage Layer SMFsThe Manage Layer includes the following SMFs:Governance, Risk, and ComplianceChange and ConfigurationTeamGovernance, Risk, and Compliance SMFThe 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 plying 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. SMF AccountabilitiesManagement 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.OutcomesHealth indicatorsServices…Are soundly governed.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.Risks are effectively managed.Proactive identification and management of potential threats and vulnerabilities to the assets of the enterprise. Completeness and quality of the process for identifying pleteness and quality of the process for determining impact and pleteness and quality of the process for prioritizing and managing through mitigation, transfer, or pleteness and quality of the process for identifying appropriate controls and solutions.Confidentiality, integrity, and availability of IT ply 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 pliance 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 actionsIdentify and mitigate risksThis means:Establishing the organization’s overall risk tolerance and approach to risk managementDeveloping a general plan for IT risk managementIdentifying and characterizing risks based on the nature and criticality of services, systems, and dataAnalyzing and prioritizing risks including specification of impacts on services, systems, and dataDesigning and implementing effective control points and activities to mitigate risksApplying controls and analyzing for expected functionality and contribution to intended objectivesReporting regularly on risks and capturing lessons learned in a risk knowledge base Monitor and improve complianceThis means:Identifying applicable industry standards, regulations, laws, contracts, and compliance directivesCreating compliance and regulatory-driven policies that map to control objectivesAssessing and reporting on current compliance with relevant laws, regulations, and directivesDeveloping compliance plans to achieve and maintain complianceProducts that helpYou can…Using…With this resource…Identify and mitigate risks.VariousThe 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. Identify and mitigate risks.Monitor and improve compliance.VariousThe 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. Monitor and improve compliance.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. and mitigate risks.Monitor and improve compliance.Auditing and Reporting Regulatory Compliance using MOM and ECC ECAR examines how organizations can audit and report IT security–related 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 Corporation’s Enterprise Compliance Auditing and Reporting (ECC ECAR). Identify and mitigate risks.Monitor and improve compliance.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. Identify and mitigate risks.System Center Configuration Manager 2007 Vulnerability Assessment Configuration Pack helps track common software misconfigurations that might make client computers more vulnerable to attack. Identify and mitigate risks.Monitor and improve pliance and Risk Process Management Pack and IT Compliance Library provide guidance on using Service Manager for GRC compliance. Improve service governance.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. Platform-specific resources that helpYou can…For…With this resource…Identify and mitigate risks.Monitor and improve pliance 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. Identify and mitigate risks.Monitor and improve compliance.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. Identify and mitigate risks.Monitor and improve pliance 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. Identify and mitigate risks.Monitor and improve compliance.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. Identify and mitigate risks.Monitor and improve compliance.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. Identify and mitigate risks.Monitor and improve compliance.The Exchange Server 2010: Compliance, Archiving and Retention webcast provides guidance on integrated email archiving and retention functionality—including granular multi-mailbox search and immediate legal hold. Identify and mitigate risks.Monitor and improve compliance.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. Monitor and improve rmation 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. Change and Configuration SMFThe 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. SMF AccountabilitiesManagement 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.OutcomesHealth indicatorsServices…Maintains a predictable process for managing changes to the production environment to improve reliability and customer satisfaction.Reliability scores.Customer satisfaction scores.Eliminates unnecessary change.Number of cancelled projects.Number of reversed changes.Reduces unintended side effects.Number of production failures.Can revert to a previous environment state in response to service disruptions by keeping accurate knowledge of the configuration and changes made. Number of managed service maps compared to the number of services offered.Number of items in the Configuration Management System (CMS) with historical state records.Date range of historical data maintained within the CMS.Can troubleshoot problems through an analysis of recent changes.Number of known changes to production.Mean time to resolve problems.How can I achieve Change and Configuration SMF outcomes?Essential actionsMaintain a predictable change management processThis means:Implementing standardized methods for requesting changesCarefully confirming the CIs, applications, and business processes affected by requested changesMethodically assessing the risks associated with requested changesPrioritizing and categorizing requested changesImplementing rigorous and formal change approval processes including standard approval bodiesDesigning and thoroughly testing changes to minimize the likelihood of business disruptionEnsuring the readiness of changes for release to production prior to releaseStabilizing released changes and validating the tehnical and business success of the changeObtaining appropriate customer signoffs on the completed changeProperly updating all records related to the change including the affected CIs in the CMSIdentifying common, predictable changes that can be pre-approved Maintain accurate knowledge of configurationsThis means:Defining and collecting configuration data in the CMSAuditing the CMS regularlyProducts that helpYou can…Using…With this resource…Maintain accurate knowledge of configurations.The Configuration Manager 2007 software metering feature monitors and collects software usage data from Configuration Manager 2007 clients. Maintain accurate knowledge of configurations.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. accurate knowledge of configurations.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. Maintain a predictable change management process.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. Maintain a predictable change management process.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. Maintain accurate knowledge of configurations.Setting Up the CMDB: Configuration Items and Connectors provides guidance on using Service Manager data management as Configuration Management Database (CMDB). Maintain accurate knowledge of configurations.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. Maintain a predictable change management process.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. Platform-specific resources that helpYou can…For…With this resource…Maintain a predictable change management process.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. Maintain accurate knowledge of configurations.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. Team SMFThe 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. of WorkSupportCustomer ServiceProblem ManagementInterrupt-drivenOperationsOperations ManagementService Monitoring and ControlPlan-driven, repetitiveServiceBusiness/IT AlignmentPlan-driven, long-termComplianceGovernance, Risk, and CompliancePlan-driven, repetitiveArchitectureReliability (includes Confidentiality, Integrity, Availability, Capacity, and Continuity) Plan-driven, long-termSolutionsEnvisionProject PlanningBuildStabilizeDeployPlan-driven, short-termManagementFinancial ManagementBusiness/IT AlignmentPolicy (includes Policy Governance, Security, Privacy, Partner and Third-Party Relationships, Knowledge Management, and Appropriate Use)Governance, Risk, and ComplianceChange and ConfigurationTeamPlan-driven, long-termCall to ActionThis 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 ExecutivesIT ManagersIndividual ContributorsConsider 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.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.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.FeedbackPlease send comments and feedback to MOF@. To keep current with the latest releases and beta review programs, please subscribe to our news feed on the MOF home page.Appendix A: MOF Management ReviewsMOF includes the following Management Reviews:Service AlignmentPortfolioProject Plan ApprovedRelease ReadinessOperational HealthPolicy and ControlService Alignment Management ReviewThe 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 opportunities—potential new services, changes to existing ones, or services ready for decommissioning—for 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. inputsOutcomesMetrics 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.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.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.Portfolio Management ReviewThe 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. inputsOutcomesProject 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.Relevant regulatory, standards-based, and industry-specific requirements.Process guidelines and policies.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 consideration.Project Plan Approved Management ReviewThe 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 project’s: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. inputsOutcomesFunctional 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.The Provider...Makes go/no go decisions about proceeding with service-related projects.Release Readiness Management ReviewThe 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 plans—including rollout and rollback plans, training plans, and support plans—are 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. inputsOutcomesProject 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.The Provider...Makes a go/no-go decision about the readiness of a changed or newly developed service for release.Operational Health Management ReviewThe 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. inputsOutcomesOLA, 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.The Provider...Identifies changes needed to respond to trends or to correct conditions that led to metrics outside acceptable parameters.Policy and Control Management ReviewThe 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. inputsOutcomesOperational 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.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.Appendix B: Microsoft Product/SMF Quick Reference ChartMOF Phase / LayerPlanDeliverOperateDeliverMOF SMFBusiness/IT AlignmentReliabilityPolicyFinancial ManagementEnvision, Project Planning, Build, Stabilize, DeployOperationsService Monitoring and Control (SMC)Customer ServiceProblem ManagementGovernance, Risk, and ComplianceChange and ConfigurationAcknowledgmentsThe Microsoft Operations Framework team acknowledges and thanks the people who participated in the development of this guide.ContributorsJerry Dyer, MicrosoftMichael Kaczmarek, MicrosoftDon Lemmex, MicrosoftBetsy Norton-Middaugh, MicrosoftJoe Coulombe, MicrosoftKhalid AlHakim, MicrosoftShawn LaBelle, MicrosoftTom Bondi, MicrosoftKathleen Wilson, Microsoft Adam Hall, Microsoft Clare Henry, Microsoft Dave Beers, Microsoft Rob van der Burg, MicrosoftDavid Pultorak, Pultorak & AssociatesPeter Quaglieriello, Pultorak & AssociatesRichard Webb, Pultorak & AssociatesEditorsPat Rytkonen, Volt Technical Services ................
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