Strategy Continuous Improvement Operations Design Transition Strategy What

Strategy Continuous Improvement Operations Design Transition

Strategy What do we do? Continuous Improvement Design What does it cost? Operations Can we deliver it? Essential frameworks for decisions Transition

Idea Business Strategy Architecture Identified Service Design Project Process

Capture key fields Start a steering committee Meet monthly to perform service reviews Service Manager CMDB Project process Architecture tool

Strategy Continuous Improvement Operations Design Transition

Technical components based on architecture Relationship to other services, failover process Primary “customer”, contacts, end users Availability requirement, uptime windows, change windows Capacity requirement for disk, compute, network

Service must be approved through service strategy Service must be defined in Service Design Package (SDP) Design must be validated with architecture

Strategy Continuous Improvement Operations Design Transition

Service 1 Configuration Item Service 2 Change Configuration Item Service 3

Typical gated process with a CAB Immediate changes, high risk, outside CAB Pre-approved, little to no risk

Configuration Item 1 Release 1 Configuration Item 2 Change Release 2 Configuration Item 3

WEB 1 IIS Web Applications WEB 2 Share. Point Portal DB 01 SQL 1

Software CI 1 Computer CI 1 (Retired) Software CI 2 Asset Computer CI 2 (Active) Software CI 3

Strategy Continuous Improvement Operations Design Transition

Fixing root cause Providing a workaround Being a customer advocate Routing properly Following up

Priority Resolution SLT 1 2 hours 2 8 hours 3 1 week 4 2 weeks

Call Portal IM Service Desk Resolver Group

New user Permissions access New workstation or device New cell phone Asset reassignment New server request Server asset modification

The “to do list” Prioritizing work to find root causes Some problems require a lot to fix Some problems will never be fixed

Make the portal easy to use Look at public sites and act like you are “selling” Don’t send customers down and then back up Pair with strong knowledge Assume it will fix everything or make users more adept Assume users will go there

Strategy Continuous Improvement Operations Design Transition

Resolution Time Routes Availability Basic Cost Allocation

For More Information Windows Server 2012 R 2 http: //technet. microsoft. com/en-US/evalcenter/dn 205286 System Center 2012 R 2 http: //technet. microsoft. com/en-US/evalcenter/dn 205295 Azure Pack http: //www. microsoft. com/en-us/servercloud/products/windows-azure-pack Microsoft Azure http: //azure. microsoft. com/en-us/ Come Visit Us in the Microsoft Solutions Experience! Look for Datacenter and Infrastructure Management Tech. Expo Level 1 Hall CD

For More Information Windows Server 2012 R 2 http: //technet. microsoft. com/en-US/evalcenter/dn 205286 System Center 2012 R 2 http: //technet. microsoft. com/en-US/evalcenter/dn 205295 Azure Pack http: //www. microsoft. com/en-us/servercloud/products/windows-azure-pack Microsoft Azure http: //azure. microsoft. com/en-us/ Come Visit Us in the Microsoft Solutions Experience! Look for Datacenter and Infrastructure Management Tech. Expo Level 1 Hall CD

http: //channel 9. msdn. com/Events/Tech. Ed www. microsoft. com/learning http: //microsoft. com/technet http: //microsoft. com/msdn