1、IT Operations at MicrosoftAgendaIT MissionFacts and FiguresCentralized IT ModelOperations Service OfferingsStandardizationManagement ToolsLessons LearnedIT Mission PrioritiesBe the first and best Microsoft customerProvide thought leadershipSet a coordinated IT strategyRun a world class utilityE-mail
2、 5-7 M e-mail messages per day internally 8.5M inbound mails/day 7.5M inbound mails filtered/dayMicrosoft IT EnvironmentDevices 200K PCs 8K data center servers 275K network hosts 10K network devicesIncident Mgmt90K help desk calls/month7K infrastructure Service Requests/month6K changes/monthMonthly
3、Remote Access 45K RAS 49K OWA 18K RPC over httpAppsSingle Instance SAP 1,371LOB appsPhones 11M campus calls/month 6.3 M PSS calls/monthLocations317 sites 25%Internet only connectUsers 50K Employees 5K Contractors 17K VendorsMicrosoft Network OverviewIT OrganizationCentralized IT operationsReduced op
4、eration costs38%lower than distributed Gartner1Required for effective standardizationRegional representationAccount managers are the“face”of IT in regionsProvides understanding of local business and cultural issuesAllows for local accountability and involvement with the business Links IT service lev
5、els directly to localized business driversWorld wide service offering definitionsServer Offering 1:Power,cooling,and physical securityServer Offering 2:Add best effort(reactive)supportServer Offering 3:Add full service supportKey guidelinesHigher compliance with standards as you go upSpecific softwa
6、re patches/upgrades not optionalClarify roles,responsibilities,and expectations between IT and CustomerOperations Service OfferingsStandardizationAchieving standardizationService level determines IT support based on degree of standardizationAllow most anything,but provide top support for those who r
7、un standard hardware&software platformModel makes it more expensive to be non-standard as business units can not match our efficiencies/economies of scaleSecurity patches are not optionalKey to efficiency and effectivenessReduced complexity,support,and training requirementsReduced mean-time to resol
8、ve(MTTR)through greater experience/expertise with standard systems/platformsLeverage CentralizationMonitoring spaceGNOC,DCOPS,GTOCTools consoleGlobal view and correlationProcess and escalation templatesShared resources and best practicesTechNetIssue ResolutionDrive to solve issues remotelyTier 3 esc
9、alation group/infrastructure serviceService management group/infrastructure serviceClear line between application/infrastructure supportToolsMicrosoft Operations Manager as top tier consoleAll tools instrumented for Windows NT eventsAuto ticket generation based on alertsBusiness Prioritization of Is
10、sues Measure,track,and improve key metricsVolume(overall activity)Latency(96%of alerts at console in less than two minutes)Alert to ticket ratio(from 35:1 to 3:1 in 2 years)Emphasis on remote resolution of software issuesLessons LearnedChargeback modelPartial cost recovery direct cost only to influe
11、nce behaviorIncludes datacenter,network,backup,service,and support costsUnit prices do not vary in a fiscal yearDoes not undermine budgeting effortsCustomers live with their volume variancesEmpower customers to calculate cost impact of decisionsIncrease visibility and accountability for IT costsLess
12、ons LearnedFacilities competency as a requirement for high availabilityIf the design availability of the facility is not known,neither is that of the serviceLessons LearnedEffective Worldwide IT includesCentralized infrastructureRegional IT representationStandards for hardware,software,tools,and net
13、workCentral strategy for distribution of key infrastructure assetsLeverage active directoryDatacenters and e-mailLessons LearnedDisaster recovery preparedness Prepare nowPlan for a substantial and lengthy effortCreate a global command team for major incident responseLessons LearnedExecutive supportS
14、ecurity decisionsConsolidation strategiesPrioritization decisions into budget reality Metrics,metrics,and metricsFocus on what to measure and whyShared goalsFor More InformationAdditional content on Microsoft IT deployments and best practices can be found on http:/Microsoft TechNet http:/ Case Study
15、 Resourceshttp:/ This document is provided for informational purposes only.MICROSOFT MAKES NO WARRANTIES,EXPRESS OR IMPLIED,IN THIS DOCUMENT.2004 Microsoft Corporation.All rights reserved.This presentation is for informational purposes only.MICROSOFT MAKES NO WARRANTIES,EXPRESS OR IMPLIED,IN THIS SU
16、MMARY.Microsoft,Microsoft Press,Visual Studio,Visual SourceSafe,Windows and Windows NT are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.The names of actual companies and products mentioned herein may be the trademarks of their respec
17、tive owners.AppendixEnvironment Server Management CostsDistribution of direct costs for servers in Headquarters Data CenterServices represented are typical of enterprise organizations(product development and test costs factored out)ToolsMicrosoft Operations Manager:Servers and consoleIncharge by SMA
18、RTS:Network monitoringHardware monitoring toolsCompaq Insight Manager(CIM),Dell OpenManage,HP Toptools,etc.Support toolsCustom solution for customer management,Siebel for ticketing,Primus for knowledge managementCustom solution for performance trendingCisco Works for pushing code to Network devicesMeasurement toolsDashboards and scorecards provide summary view and indicate trends
