Microsoft Operations Framework MOF 4.0 A Comprehensive IT Service Lifecycle

1. Microsoft Operations FrameworkMOF 4.0A Comprehensive IT Service Lifecycle Clare Henry Group Program Manager Microsoft Operations Framework Microsoft Corporation www.microsoft.com/mof

2. MOF 4.0 –Session Goals • Demonstrate the need to think and act as a Service Provider • Explain the core content of MOF and how it supports the delivery of IT services • Call to Action -- what to do?

3. MOF 4.0 is Brought to You by The Solution Accelerators Team Models • Help Customers and Partners: • Identify and solve service management problems • Reach deployment, assessment, security and operations goals more quickly • Focus on: • Customer and partner satisfaction • Product improvement and evolution Scripts and Code Community Driven Guidance Tools www.microsoft.com/solutionaccelerators

4. IT needs to be "Rock Solid" to deliver quality services • IT needs to think and act as a “Service Provider” • IT needs to accept and embrace “Ubiquitous Computing” • Consumer-driven demands • Social Computing • Commoditization of IT Services • IT needs to run effectively and efficiently • Remove complexity • Increase discretionary spend • Practice good governance * Source Open Compliance & Ethics Group * Source AMR Research Mar, 2008

5. MOF 4.0 Connects service management concepts to practical tasks and activities • Encompasses the entire IT service lifecycle • Integrates governance, risk, and compliance • Provides concise and meaningful guidance • Delivers a platform for ongoing community engagement

6. A common framework for the entire organization • Clear outcomes to ensure organizational focus • Baked-in support for Governance, Risk, and Compliance MOF 4.0 Supports the IT Organization to Deliver Efficient and Effective IT ServicesThe IT pro breathes easier, the organization gains an edge • IT Directors and CIOs • Question format facilitates focused decision making • Accountabilities and controls ensure quality • Explicit examples and best practices quicken adoption • IT Managers • Activity tables ease implementation and provide consistency • Complimented by Solution Accelerators for specific scenarios • Community to support relevant and emerging needs • IT Professionals

7. MOF 4.0 Connects Service Management Standards to Practical Application for the Community • Processes + Guidance + Tools • (for Specific Scenarios) • Infrastructure Automation • Community

8. MOF 4.0 is Designed to be Practical, Understandable, Concise • Phases describe goals, activities, accountabilities • What should the phase accomplish? • What general objectives and controls should be considered? • Who is involved? • Service Manage Functions, (SMFs) offer the details • SMFs map to major activities in phases • Focus on what to do and how • Management Reviews are integrated in the phases • Provide checkpoints • Identify areas for improvement

9. IT Deploys VirtualizationVirtualization supports Service Management improvement by making it easier and cost effective to achieve higher levels of capacity, availability and continuity but sometimes there are challenges… • IT deploys virtual servers to improve • Cost savings through consolidation • Better recovery, performance • Two months go by and problems start to appear…. • Business applications are unavailable • Application servers not aligned on physical server, too many applications requiring heavy IO • Virtual servers are everywhere • Service desk cannot accurately determine impact analysis • Business is looking for the ROI evidence

10. Plan SMFsThe Plan Phase provides guidance on how to plan for and optimize an IT service strategy • Business/IT Alignment Includes: • Service Strategy • Service Mapping • Demand Management • Portfolio Management • Service Level Management • Reliability Includes: • Capacity Management • Continuity Management • Confidentiality Management • Integrity Management • Availability Management • Policy Includes: • Security • Privacy • Appropriate Use • Partner • Asset Protection

11. Deliver SMFsThe Deliver Phase helps IT professionals more effectively design and deliver IT services, infrastructure projects, or packaged product deployments.

12. Operate SMFsThe Operate Phase helps IT professionals efficiently operate, monitor, and support deployed services in line with agreed-to service level agreement (SLA) targets. • Customer Service Includes: • Service Desk • Incident Management

13. Manage SMFs The Manage Layer establishes decision-making processes and the use of risk management, change management, and controlsthroughout the IT service lifecycle

14. Management Reviews Drive Clarity • Provide checkpoints and connections between phases • Ensure business objectives are being met and the service is on track

15. Governance, Risk, and Compliance • Deliverable • IT objectives achieved, change and risk managed and documented • Purpose • Support, sustain, and grow the organization while managing risks and constraints • Outcome • IT services are managed to achieve the business strategy and objectives

16. GRC Integrated in Lifecycle Phases *SAMPLE CONTENT

17. Change and Configuration • Deliverable • Known configurations and predictable adaptations • Purpose • Ensure that changes are planned, that unplanned changes are minimal, and that IT services are robust • Outcome • IT services are predictable, reliable, and trustworthy

18. Team • Deliverable • Clear accountabilities, roles, and work assignments • Purpose • Agile, flexible, and scalable teams doing required work • Outcomes • IT solutions are delivered within specified constraints, with no unplanned service degradation • Service operation that is trusted by the business *SAMPLE CONTENT

19. Change and Configuration throughout the Lifecycle *SAMPLE CONTENT

20. SMF Example Change and Configuration *SAMPLE CONTENT

21. Support ideas with examplesRequest for Change Template *SAMPLE CONTENT

22. Solution Accelerators

23. MOF 4.0 + Solution Accelerators • Business Continuity & Disaster Recovery Assessment + Planning • Terminal Services Guide • SCVMM Guide Microsoft Assessment Platform Planning and Design Guides • Windows Server 2008, WSUS 3.0 SP1 SCCM SP1, Vnext • Hyper-V and NAP Hyper-V Security Guide SCVMM Security Guide Security Guides • LOB Monitoring • Hyper-V Service Level Dashboard • Backup & Restore Offline VM Servicing V2 Run Book Automation Microsoft Deployment Toolkit

24. Microsoft Assessment and Planning (MAP)Assessment Tools • Collects inventory of existing servers, desktops and applications agentlessly • Offers recommendations of server/application virtualization candidates • Works with the ROI Tool to generate customer-specific ROI calculations Microsoft.com/MAP

25. Microsoft IT Compliance Management Guide Review Authority Documents GRC Authority Docs Subject Matter Experts • IT Compliance Management Guide • Determine GRC applicability • Plan for GRC control requirements • Manage GRC life cycle using MOF SMFs. • IT Compliance Management Resources • Configuration guidance links Plan Controls Management Guide IT Manager Deploy Controls Job Aids IT Pro

26. MOF 4.0 Automated Through System Center

27. What's Next for MOF MOF Core IP Guidance for key IT scenarios Integrate architecture and development Training and Certification EXIN certification Training materials for partners Content rating, tagging, webcasts Contributions  MOF & SA Community

28. Getting Started • Think and act like a service provider • Read the GRC SMF • Implement change control • Identify and implement the right set of accountabilities • “What’s next”

29. Resources • www.microsoft.com/mof • forums.technet.microsoft.com/en/MOF4/threads • www.microsoft.com/solutionaccelerators • www.microsoft.com/compliance • www.EXIN.org

30. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.