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ITOperationsatMicrosoftPublished:May2004Agenda●ITMission●FactsandFigures●CentralizedITModel●Operation

sServiceOfferings●Standardization●ManagementTools●LessonsLearnedITMissionPriorities●BethefirstandbestMicrosoftcustomer●Providethoughtlead

ership●SetacoordinatedITstrategy●RunaworldclassutilityE-mail•5-7Me-mailmessagesperdayinternally•8.5Minbound

mails/day•7.5Minboundmailsfiltered/dayMicrosoftITEnvironmentDevices•200KPCs•8Kdatacenterservers•275Knetworkhosts•1

0KnetworkdevicesIncidentMgmt•90Khelpdeskcalls/month•7KinfrastructureServiceRequests/month•6Kchanges/mont

hMonthlyRemoteAccess•45KRAS•49KOWA•18KRPCoverhttpApps•SingleInstanceSAP•1,371LOBappsPhones•11Mcampuscalls/month•6.3MPSScalls

/monthLocations•317sites•25%InternetonlyconnectUsers•50KEmployees•5KContractors•17KVendors317WANsitesin

65countriesMicrosoftNetworkOverviewCharlotteHubandspoketopologyMorethan8,000serversSydneyChofu&OtemachiLesUlisTVPDublinBeneluxMad

ridDubaiSingaporeJohannesburgSaoPauloCanyonParkRedmondLosColinasChicagoMilanStockholmMunichSiliconValleyCISCOforproductionnetworkITOrganization●

CentralizedIToperations●Reducedoperationcosts●38%lowerthandistributed–Gartner1●Requiredforeffectivestandardization●Region

alrepresentation●Accountmanagersarethe“face”ofITinregions●Providesunderstandingoflocalbusinessandculturalissues●Allowsforlocalacc

ountabilityandinvolvementwiththebusiness–LinksITservicelevelsdirectlytolocalizedbusinessdrivers●Worldwideserviceoff

eringdefinitions●ServerOffering1:Power,cooling,andphysicalsecurity●ServerOffering2:Addbesteffort(reactive)support●ServerOf

fering3:Addfullservicesupport●Keyguidelines●Highercompliancewithstandardsasyougoup●Specificsoftwarepatches/upgradesno

toptional●Clarifyroles,responsibilities,andexpectationsbetweenITandCustomerOperationsServiceOfferingsStandardization●Achievingstandardiza

tion●ServiceleveldeterminesITsupportbasedondegreeofstandardization●Allowmostanything,butprovidetopsupportforthosewho

runstandardhardware&softwareplatform●Modelmakesitmoreexpensivetobenon-standardasbusinessunitscannotmatchourefficiencies/economi

esofscale●Securitypatchesarenotoptional●Keytoefficiencyandeffectiveness●Reducedcomplexity,support,andtrainingrequire

ments●Reducedmean-timetoresolve(MTTR)throughgreaterexperience/expertisewithstandardsystems/platformsLeverageCen

tralization●Monitoringspace●GNOC,DCOPS,GTOC●Toolsconsole●Globalviewandcorrelation●Processandescalationtemplates●Sharedre

sourcesandbestpractices●TechNetIssueResolution●Drivetosolveissuesremotely●Tier3escalationgroup/infrastructureservice●Servicemanagementgroup/infrastr

uctureservice●Clearlinebetweenapplication/infrastructuresupportTools●MicrosoftOperationsManagerastoptiercon

sole●AlltoolsinstrumentedforWindowsNTevents●Autoticketgenerationbasedonalerts●BusinessPrioritizationofIssues●Measure,track,andimpro

vekeymetrics●Volume(overallactivity)●Latency(96%ofalertsatconsoleinlessthantwominutes)●Alerttoticketrati

o(from35:1to3:1in2years)●EmphasisonremoteresolutionofsoftwareissuesLessonsLearned●Chargebackmodel●Partialcostrecovery–directcostonlytoinf

luencebehavior●Includesdatacenter,network,backup,service,andsupportcosts●Unitpricesdonotvaryinafiscalyear●Doesnotunderminebudgetingefforts●Custom

erslivewiththeirvolumevariances●Empowercustomerstocalculatecostimpactofdecisions●Increasevisibilityandaccountabilit

yforITcostsLessonsLearned●Facilitiescompetencyasarequirementforhighavailability●Ifthedesignavailabilityofthefacilityisnotknown,neith

eristhatoftheserviceLessonsLearned●EffectiveWorldwideITincludes●Centralizedinfrastructure●RegionalITrepresentatio

n●Standardsforhardware,software,tools,andnetwork●Centralstrategyfordistributionofkeyinfrastructureassets●Leverageactivedirectory●Dat

acentersande-mailLessonsLearned●Disasterrecoverypreparedness●Preparenow●Planforasubstantialandlength

yeffort●CreateaglobalcommandteamformajorincidentresponseLessonsLearned●Executivesupport●Securitydecisions●Consolidationstrategies●Prioritizationd

ecisionsintobudgetreality●Metrics,metrics,andmetrics●Focusonwhattomeasureandwhy●SharedgoalsForMoreInformation●Additionalcontento

nMicrosoftITdeploymentsandbestpracticescanbefoundonhttp://www.microsoft.com●MicrosoftTechNethttp://www.microsoft.com/technet/itshowcase●Microsof

tCaseStudyResourceshttp://www.microsoft.com/resources/casestudiesThisdocumentisprovidedforinformationalpurposesonly.MICROSOFT

MAKESNOWARRANTIES,EXPRESSORIMPLIED,INTHISDOCUMENT.©2004MicrosoftCorporation.Allrightsreserved.Thisprese

ntationisforinformationalpurposesonly.MICROSOFTMAKESNOWARRANTIES,EXPRESSORIMPLIED,INTHISSUMMARY.Microsoft,MicrosoftPre

ss,VisualStudio,VisualSourceSafe,WindowsandWindowsNTareeitherregisteredtrademarksortrademarksofMicrosoftCorporatio

nintheUnitedStatesand/orothercountries.Thenamesofactualcompaniesandproductsmentionedhereinmaybethetrademarksoftheirrespectiveowner

s.AppendixEnvironmentServerManagementCosts●DistributionofdirectcostsforserversinHeadquartersDataCenter●Servicesrepresentedaret

ypicalofenterpriseorganizations(productdevelopmentandtestcostsfactoredout)ManagementServices-44%BackupServices-

24%Floorspace-30%Infrastructure-2%Tools●MicrosoftOperationsManager:Serversandconsole●InchargebySMARTS:Networkmonitoring●

Hardwaremonitoringtools●CompaqInsightManager(CIM),DellOpenManage,HPToptools,etc.●Supporttools●Customsolutionforcustom

ermanagement,Siebelforticketing,Primusforknowledgemanagement●Customsolutionforperformancetrending●CiscoWorksforpushingcodetoNetworkdevices●Measur

ementtools●Dashboardsandscorecardsprovidesummaryviewandindicatetrends