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ITOperationsatMicrosoftPublished:May2004Agenda●ITMission●FactsandFigures●CentralizedITModel●OperationsServiceOfferings●Standardizatio

n●ManagementTools●LessonsLearnedITMissionPriorities●BethefirstandbestMicrosoftcustomer●Providethoughtleadersh

ip●SetacoordinatedITstrategy●RunaworldclassutilityE-mail•5-7Me-mailmessagesperdayinternally•8.5Minboundma

ils/day•7.5Minboundmailsfiltered/dayMicrosoftITEnvironmentDevices•200KPCs•8Kdatacenterservers•275Knetworkhost

s•10KnetworkdevicesIncidentMgmt•90Khelpdeskcalls/month•7KinfrastructureServiceRequests/month•6Kchanges/monthMonthlyRemoteAccess•45KRAS•49KOWA•18KRPC

overhttpApps•SingleInstanceSAP•1,371LOBappsPhones•11Mcampuscalls/month•6.3MPSScalls/monthLocations•317sites•25%

InternetonlyconnectUsers•50KEmployees•5KContractors•17KVendors317WANsitesin65countriesMicrosoftNetworkOverviewCharlotteHubandspoketopol

ogyMorethan8,000serversSydneyChofu&OtemachiLesUlisTVPDublinBeneluxMadridDubaiSingaporeJohannesburgSaoPauloCanyonParkRedmondLosCo

linasChicagoMilanStockholmMunichSiliconValleyCISCOforproductionnetworkITOrganization●CentralizedIToperations●Reducedoper

ationcosts●38%lowerthandistributed–Gartner1●Requiredforeffectivestandardization●Regionalrepresentation●Accountmanagersare

the“face”ofITinregions●Providesunderstandingoflocalbusinessandculturalissues●Allowsforlocalaccountabilityandinvolvementwiththebusiness–LinksITse

rvicelevelsdirectlytolocalizedbusinessdrivers●Worldwideserviceofferingdefinitions●ServerOffering1:Power,cooling,a

ndphysicalsecurity●ServerOffering2:Addbesteffort(reactive)support●ServerOffering3:Addfullservicesupport●Keyguide

lines●Highercompliancewithstandardsasyougoup●Specificsoftwarepatches/upgradesnotoptional●Clarifyroles,responsibilities,andexpectationsbet

weenITandCustomerOperationsServiceOfferingsStandardization●Achievingstandardization●ServiceleveldeterminesITsupportbasedondegreeofstandar

dization●Allowmostanything,butprovidetopsupportforthosewhorunstandardhardware&softwareplatform●Modelmakesitmoreexpensivetobenon-standard

asbusinessunitscannotmatchourefficiencies/economiesofscale●Securitypatchesarenotoptional●Keytoefficiencyandeffectiveness●Re

ducedcomplexity,support,andtrainingrequirements●Reducedmean-timetoresolve(MTTR)throughgreaterexperience/expertise

withstandardsystems/platformsLeverageCentralization●Monitoringspace●GNOC,DCOPS,GTOC●Toolsconsole●Globalviewandcorrelation●P

rocessandescalationtemplates●Sharedresourcesandbestpractices●TechNetIssueResolution●Drivetosolveissuesremotely●Tier3escalationgroup

/infrastructureservice●Servicemanagementgroup/infrastructureservice●Clearlinebetweenapplication/infrastructuresupportTools●MicrosoftOperationsM

anagerastoptierconsole●AlltoolsinstrumentedforWindowsNTevents●Autoticketgenerationbasedonalerts●BusinessPrioritizationofIssues●

Measure,track,andimprovekeymetrics●Volume(overallactivity)●Latency(96%ofalertsatconsoleinlessthantwo

minutes)●Alerttoticketratio(from35:1to3:1in2years)●EmphasisonremoteresolutionofsoftwareissuesLessonsLearned●Chargebackmodel●Partialc

ostrecovery–directcostonlytoinfluencebehavior●Includesdatacenter,network,backup,service,andsupportcosts●Unitpricesdonotvaryina

fiscalyear●Doesnotunderminebudgetingefforts●Customerslivewiththeirvolumevariances●Empowercustomerstocalculatecostimpactofdecisio

ns●IncreasevisibilityandaccountabilityforITcostsLessonsLearned●Facilitiescompetencyasarequirementforhighavailability●Ifthed

esignavailabilityofthefacilityisnotknown,neitheristhatoftheserviceLessonsLearned●EffectiveWorldwideITincludes●Centralizedinfrastru

cture●RegionalITrepresentation●Standardsforhardware,software,tools,andnetwork●Centralstrategyfordistributionofkeyinfrastructureassets●Leverageactiv

edirectory●Datacentersande-mailLessonsLearned●Disasterrecoverypreparedness●Preparenow●Planforasubstantialandlengthyeffort●Createaglobalcommandteam

formajorincidentresponseLessonsLearned●Executivesupport●Securitydecisions●Consolidationstrategies●Priorit

izationdecisionsintobudgetreality●Metrics,metrics,andmetrics●Focusonwhattomeasureandwhy●SharedgoalsForMore

Information●AdditionalcontentonMicrosoftITdeploymentsandbestpracticescanbefoundonhttp://www.microsoft.com●M

icrosoftTechNethttp://www.microsoft.com/technet/itshowcase●MicrosoftCaseStudyResourceshttp://www.microsoft.c

om/resources/casestudiesThisdocumentisprovidedforinformationalpurposesonly.MICROSOFTMAKESNOWARRANTIES,EXPRESSORIMPLIED,INTHISDOCUMENT.©2004Micr

osoftCorporation.Allrightsreserved.Thispresentationisforinformationalpurposesonly.MICROSOFTMAKESNOWARRANTIES,EXPRESSORIMPLIED,INTHISSUMMARY.Mic

rosoft,MicrosoftPress,VisualStudio,VisualSourceSafe,WindowsandWindowsNTareeitherregisteredtrademarksortrademarksofMicros

oftCorporationintheUnitedStatesand/orothercountries.Thenamesofactualcompaniesandproductsmentionedhereinmaybethetrademarksoftheirrespectiveowners.Ap

pendixEnvironmentServerManagementCosts●DistributionofdirectcostsforserversinHeadquartersDataCenter●Servicesrepresentedaretypicalofent

erpriseorganizations(productdevelopmentandtestcostsfactoredout)ManagementServices-44%BackupServices-24%Floorspace-30%Infrastructure-2%Tools

●MicrosoftOperationsManager:Serversandconsole●InchargebySMARTS:Networkmonitoring●Hardwaremonitoringto

ols●CompaqInsightManager(CIM),DellOpenManage,HPToptools,etc.●Supporttools●Customsolutionforcustomermanagement,Siebelforticketing,

Primusforknowledgemanagement●Customsolutionforperformancetrending●CiscoWorksforpushingcodetoNetworkdevices

●Measurementtools●Dashboardsandscorecardsprovidesummaryviewandindicatetrends