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Microsoft Operations Framework 4.0 Foundations

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  1. Microsoft Operations Framework 4.0Foundations

  2. IO Model

  3. Course Overview Module 1: MOF Overview Module 2: The Manage Layer Module 3: The Plan Phase Module 4: The Deliver Phase Module 5: The Operate Phase Module 6: Course Summary

  4. Module 1:MOF Overview

  5. Module Overview • Lesson 1: Operational Issues and Stable Services • Lesson 2: Introduction to MOF and the Service Lifecycle

  6. Lesson 1: Operational Issues and Stable Services

  7. Is This a People, Process, or Technology Problem? So…Would a Stronger Lock Help?

  8. Can Technology Solutions Solve Process Problems? • Problem: (Is this a people/process/technology problem?) • Server crashes due to a failure to test a patch before deployment to the server. • Proposed technical solution: • Cluster the server to provide failover capabilities. • Does this solve the problem? NO • By increasing the complexity, you increase the points of failure. • What is the real solution? Fixing the people/process problem. • Ensure that a process for testing before deployment to the production environment is: • Defined and documented in policy • Enabled with a lab • Followed by properly trained personnel

  9. Source of Operational Problems • Forget Something • Lack of Procedures • Backup Errors/Security • Change Management • Overloaded • Weak Problem Detection OPERATIONS OperatorError40% Application Failure40% • Hardware/OS • Network • Power and Disaster Other20% Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May 2002

  10. What Microsoft Support Data Tells Us Source: Microsoft IT support data of Critical Situations within Microsoft Premier Support

  11. Process Guidance Value • Based on information collected in interviews with organizations that had adopted selected MOF guidance within their environments, Forrester found that organizations can realize benefits in the form of: • Higher overall availability and reliability • Improved operational efficiency • And reduced support costs • Forrester Consulting: • The Financial Impact of Operational • Process Improvements Within a • Microsoft Windows Environment • Examining the Total Economic Impact™ Of • Microsoft Operations Framework (MOF) • June 30, 2006

  12. MOF Aids in Technology Adaption • As new technology is invented, the ability to integrate it into the existing environment becomes more challenging • MOF ensures that controls are in place so that new technology can be successfully introduced with minimal impact to the production environment • MOF closely aligns with technology solutions provided by Microsoft • The principles in MOF allow organizations to use Microsoft technology solutions to best support their service offerings

  13. Technology Is Not the Whole Answer Tools & Technologies People and Process Matter! Repeatable, Best Practice Processes Trained People

  14. Lesson 2: Introduction to MOF and the Service Lifecycle

  15. What Is MOF? • MOF organizes and describes all of the activities and processes involved in creating, managing, and supporting a service • Represented in service management functions (SMFs) grouped together in phases that mirror the service lifecycle • Practical guidance providing comprehensive guidelines for achieving reliability for technology solutions and services • Uses questions-based guidance to help you: • Determine what your organization needs now • Keep your organization running efficiently and effectively in the future

  16. MOF High-Level Goals • Provide guidance to technology organizations • To help them create, operate, and support technology services • To ensure that investments in technology deliver expected business value at an acceptable level of risk • Create an environment where business and technology work together toward operational maturity

  17. Phases and the Manage Layer Organize Activities

  18. The Service Lifecycle: Phases and a Layer • The service lifecycle describes the life of a technology service: • From planning and optimizing the service to align with the business strategy: Plan Phase • Through the design and delivery of the service:Deliver Phase • To its ongoing operation and support: Operate Phase • Underlying all of this is a foundation of governance, risk management, compliance, team organization, and change management: Management Layer • Each phase has SMFs and management reviews associated with it

  19. Goals of the Lifecycle Phases and Manage Layer • Plan: • Optimize and align the service strategy to support the business Manage Layer: Provide operating principles and best practice guidance to ensure technology investment delivers expected business value… at acceptable risk • Deliver: • Ensure services • Developed effectively • Deployed successfully • Ready for Operations • Operate: • Ensure services • Operated • Maintained • Supported • …to meet business needs

  20. Activities Articulated in MRs and SMFs The diamonds are Management Reviews, which focus on key technology management control points The bulleted items are Service Management Functions, which provide process guidance

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

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

  23. A common framework for the entire organization • Clear outcomes to ensure organizational focus • Baked-in support for Governance, Risk, and Compliance • Question format facilitates focused decision making • Accountabilities and controls ensure quality • Explicit examples and best practices quicken adoption • Activity tables ease implementation and provide consistency • Complemented by solution accelerators for specific scenarios • Community to support relevant and emerging needs Guidance Across the Technology Organization IT Professionals Technology Managers Technology Directors and CIOs

  24. Benefits of MOF • MOF’s recommended guidelines can help organizations: • Decrease risks through better coordination between teams • Recognize compliance implications when policies are reviewed • Anticipate and mitigate reliability impacts • Discover possible integration issues prior to production • Prevent performance issues by anticipating thresholds • Effectively adapt to new business needs

  25. Connects Service Management Standards to Practical Application • ISO 20000 • MOF 4.0 • COBIT • ITIL v3 Processes + Guidance + Tools (for Specific Scenarios) • Services and Solution Accelerators • System Center Infrastructure Automation Community

  26. MOF Scales to Any Size Organization • MOF’s structured processes scale • Example (Same steps, different pace): • Large multi-location projects will involve more individuals and components resulting in longer change reviews and more detailed release planning. • Small, single data center changes can be reviewed quickly and require less release planning time. • Example (Same steps, different frequency): • Reviewing incident management data and conducting problem management in a large environment may require weekly or daily execution by dedicated staff. • Reviewing incident management data and conducting problem management in a small environment with less incident data may only require monthly execution by rotating assignment. • MOF is actionable and adjustable • Existing MOF steps are ready to be executed “as is” • MOF steps can also be adjusted to integrate with existing processes

  27. MOF Deliverables PLAN Operating Level Agreement Service Level Agreement Operations Level Agreement Privacy Policy Service Level Agreement SIP Service Catalog • MOF guidance is contained in the following: • MOF Overview document • MOF phase overview documents • Plan Phase Overview • Deliver Phase Overview • Operate Phase Overview • Manage Layer Overview • Service management function (SMF) documents • Job aids and samples • Content freely available online on TechNet and as a download • Services and training (Workshops) DELIVER Functional Specification Migration Plan Site Deployment Project Plan Test Cases Workbook Test Plan Test Specification Training Plan Vision Scope OPERATE Incident Management Ticket Operations and Services Description MANAGE Change Management Forward Schedule Request for Change Risk Tool

  28. Contributors to MOF

  29. MOF Collateral • Microsoft Operations Framework 4.0 • Getting Started with MOF 4.0: An Implementation Guide • MOF Action Plan: Release Readiness for Windows 7 • MOF Action Plan: Redistributing the Workload • Using MOF for ISO/IEC 20000 • Cross Reference ITIL V3 and MOF 4.0 • Planning for Software-plus-Services: A MOF Companion Guide • MOF to COBIT/Val IT Comparison and Cross-Implementation Guide: How to Leverage MOF in a COBIT/Val IT Environment • MOF Job Aids • IT Pro Quick Start Kit

  30. Collateral / Interest Alignment Microsoft Operations Framework 4.0

  31. Microsoft Service Management Assets that Support MOF Supports Industry Standards Navigation to Microsoft's Service Management Assets Job Aids 20-24: Microsoft’s MOF-Related Solutions

  32. Solution Accelerators PLAN Microsoft Assessment and Planning Toolkit Infrastructure Planning and Design SharePoint Capacity Planning Tool Security Risk Management Guide IT Compliance Management Guide OPERATE Offline Virtual Machine Servicing Tool Microsoft Forefront Integration Kit for Network Access Protection Security Compliance Management Service Level Dashboard 2.0 for System Center Operations Manager 2007 R2 SharePoint Monitoring Toolkit SharePoint Asset Inventory Tool Malware Removal Starter Kit Fundamental Computer Investigation Guide for Windows DELIVER Microsoft Deployment Toolkit 2008 Infrastructure Planning and Design Upgrade Toolkit for Windows SharePoint Services Sites and Templates Guide SharePoint Cross Site Configurator Data Encryption Toolkit for Mobile PCs Hyper-V Security Guide Security Compliance Management Toolkit series MANAGE Microsoft Operations Framework 4.0 Microsoft Assessment and Planning Toolkit IT Compliance Management Guide Job Aid 23: Microsoft’s MOF-Related Solutions

  33. Services *Offers target processes, functions, roles / organization, and services, typically in that order Job Aid 22: Microsoft’s MOF-related Solutions

  34. Software Job Aid 24: Microsoft’s MOF-Related Solutions

  35. Community: The MOF Forum • A place where IT pros can discuss MOF guidance and service management • Participants share techniques and best practices with peers across the globe • Available at

  36. Module Summary • MOF organizes and describes all of the activities and processes involved in managing a technology service • Practical guidance for everyday technology practices and activities • Those activities and processes follow a service lifecycle represented in three phases and a foundation layer: • Plan Phase • Deliver Phase • Operate Phase • Manage Layer • Each phase has SMFs and management reviews associated with it

  37. MOF / ITIL What are they?Both are ITSM Frameworks. Both have the same aim - to provide assistance with Service Management. Why we need them?IT is not simply delivering IT - it deliversIT Services. 80% unplanned downtime - people & process. • Differences: • MOF organises material into functions - SMF (Service Management Functions) such as Reliability SMF & Customer Service SMF. • ITIL organises material into processes such as Change Management Process &Incident Management Process. • Current version of MOF is V4. • Current version of ITIL is V3. • Which one Should I Use? • Microsoft IT uses both MOF and ITIL. • Many of the Operations Consulting engagements are based on ITIL and on MOF. • MOF is free. • They both have the same aim– to help customers with IT Service Management. • Similarities: • Much of the same material is covered in both frameworks. • MOF Reliability SMF includes ITIL subjects Availability Management & Capacity Management. • MOF Change & Configuration SMF includes ITIL subjects Change Management & Configuration Management. • MOF Customer Service SMF includes ITIL subjectsRequest fulfilment & Incident Management.

  38. Module 2:The MOF Manage Layer

  39. Module Overview • Lesson 1: Introduction to the MOF Manage Layer • Lesson 2: Governance, Risk, and Compliance SMF • Lesson 3: Change and Configuration SMF • Lesson 4: Team SMF

  40. Lesson 1:Introduction to the MOF Manage Layer

  41. Manage Layer Overview Goals • To help coordinate processes described in the SMFs of the three lifecycle phases • Establish an integrated approach to service management activities

  42. What Does the Manage Layer Include? • The Manage Layer includes the following service management functions (which take place in all phases of the lifecycle): • Governance, Risk, and Compliance (GRC) • Change and Configuration • Team • The Manage Layer also includes the Policy and Control Management Review

  43. How the Manage Layer Enables the Other Phases • Provides “Rules of the Road” for the other phases • GRC gives guidance on decision making, policies, risk management, and compliance • Change and Configuration gives predictable, repeatable controls to manage the ecosystem • Team identifies who needs to do what, and who is accountable • Is an integrated part of the service lifecycle: • Its processes take place in all phases • Provides the basis for developing and operating a resilient technology environment

  44. Lesson 2:Governance, Risk, and Compliance SMF

  45. Governance, Risk, and Compliance SMF Overview • The goals of the Governance, Risk, and Compliance SMF are to ensure: • That clear and effective decision making in the management of technology assets is established • That risk is managed effectively • Compliance with applicable policies, laws, and regulations

  46. Governance • Governance describes the leadership, decision-making structure, processes, and accountability that determine how an organization gets work done.

  47. Categories of Risk • Financial • Operational • Reputational • Market share • Revenue • Regulatory • Other risks that are more specific to a particular organization’s industry: • For example, healthcare, national security for the government, or a presently occurring activity (such as a merger or acquisition)

  48. Risk and Internal Controls • Internal controls are specific activities performed by people or systems designed to ensure that business objectives are met • Demonstrating that the organization is in control of its services is accomplished throughout the service lifecycle by: • Defining high-level objectives for each lifecycle phase • Identifying risks to the achievement of those objectives • Identifying risk management approaches in the form of matching internal controls for mitigating risks