Transcript IO Model - Chris Madge

Microsoft Operations
Framework 4.0
Foundations
IO Model
Course Overview
Module 1: MOF Overview
Module 2: The Manage Layer
Module 3: The Plan Phase
Module 4: The Deliver Phase
Module 5: The Operate Phase
Module 6: Course Summary
Module 0
Module 1:
MOF Overview
Module Overview


Module 2
Lesson 1: Operational Issues and Stable Services
Lesson 2: Introduction to MOF and the Service Lifecycle
Lesson 1:
Operational Issues
and Stable Services
Is This a People, Process, or Technology Problem?
So…Would a Stronger Lock Help?
Can Technology Solutions Solve Process Problems?

Problem: (Is this a people/process/technology problem?)


Proposed technical solution:


Cluster the server to provide failover capabilities.
Does this solve the problem?


Server crashes due to a failure to test a patch before deployment
to the server.
NO
By increasing the complexity, you increase the points of failure.
What is the real solution? Fixing the people/process problem.

Ensure that a process for testing before deployment to the
production environment is:
 Defined and documented in policy
 Enabled with a lab
 Followed by properly trained personnel
Source of Operational Problems
• Change
Management
• Overloaded
• Weak Problem
Detection
OPERATIONS
Operator
Error
40%
Application
Failure
40%
• Hardware/OS
• Network
• Power and Disaster
• Forget
Something
• Lack of
Procedures
• Backup
Errors/Security
Other
20%
Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May 2002
What Microsoft Support Data Tells Us
21% is everything
else combined
(“unclassified” or
‘other’)
22% are how-to
related – poor /
improper
operations of the
environment
33% were due
to Installation
issues
48%
Operational issues
account for 76% of
Critical Situations
(CritSits)
3%
NEW
bugs
Misconfiguration
67% POST
installation
‘changes’
6% due to
KNOWN bugsalready fixed
Source: Microsoft IT support data of Critical Situations within Microsoft Premier Support
Process Guidance Value

Based on information collected in interviews with
organizations that had adopted selected MOF guidance
within their environments, Forrester found that
organizations can realize benefits in the form of:



Higher overall availability and reliability
Improved operational efficiency
And reduced support costs
Forrester Consulting:
The Financial Impact of Operational
Process Improvements Within a
Microsoft Windows Environment
Examining the Total Economic Impact™ Of
Microsoft Operations Framework (MOF)
June 30, 2006
MOF Aids in Technology Adaption




As new technology is invented, the ability to integrate it into
the existing environment becomes more challenging
MOF ensures that controls are in place so that new
technology can be successfully introduced with minimal
impact to the production environment
MOF closely aligns with technology solutions provided by
Microsoft
The principles in MOF allow organizations to use Microsoft
technology solutions to best support their service offerings
Technology Is Not the Whole Answer
Tools &
Technologies
People and Process
Matter!
Trained People
Repeatable, Best
Practice Processes
Lesson 2:
Introduction to MOF and the
Service Lifecycle
What Is MOF?

MOF organizes and describes all of the activities and
processes involved in creating, managing, and supporting a
service



Represented in service management functions (SMFs) grouped
together in phases that mirror the service lifecycle
Practical guidance providing comprehensive guidelines for
achieving reliability for technology solutions and services
Uses questions-based guidance to help you:


Module 2
Determine what your organization needs now
Keep your organization running efficiently and effectively in the
future
MOF High-Level Goals

Provide guidance to technology organizations



To help them create, operate, and support technology services
To ensure that investments in technology deliver expected
business value at an acceptable level of risk
Create an environment where business and technology
work together toward operational maturity
Phases and the Manage Layer Organize Activities
The Service Lifecycle: Phases and a Layer

The service lifecycle describes the
life of a technology service:





From planning and optimizing the service to align with the
business strategy: Plan Phase
Through the design and delivery of the service: Deliver Phase
To its ongoing operation and support: Operate Phase
Underlying all of this is a foundation of governance, risk
management, compliance, team organization, and change
management: Management Layer
Each phase has SMFs and management reviews
associated with it
Goals of the Lifecycle Phases and Manage Layer
Plan:
Optimize and align the service strategy to support
the business
Operate:
Deliver:
Ensure services
• Operated
• Maintained
• Supported
…to meet business needs
Ensure services
 Developed effectively
 Deployed
successfully
 Ready for Operations
Manage Layer:
Provide operating principles and best practice guidance to ensure
technology investment delivers expected business value… at
acceptable risk
Activities Articulated in MRs and SMFs
The diamonds are
Management Reviews,
which focus on key
technology management
control points
The bulleted items are
Service Management
Functions, which provide
process guidance
Service Management Functions




SMFs define processes, people, and activities required to
align technology services to business needs
Each SMF has its own guide explaining its flow and
detailing processes and activities
Each SMF can stand alone
Collectively, SMFs work to ensure that service delivery is at
the desired quality and risk level
MOF Management Reviews

Management reviews (MRs)


Bring together information and
people
To determine status of technology
services and establish readiness to
move forward in the lifecycle

MRs are internal controls that
provide management validation
checks

They ensure business objectives
are being met and technology
services are on track to deliver
expected value
Guidance Across the Technology Organization
Technology
Directors
• A common framework for the entire organization
• Clear outcomes to ensure organizational focus
• Baked-in support for Governance, Risk, and Compliance
and CIOs
Technology
Managers
• Question format facilitates focused decision making
• Accountabilities and controls ensure quality
• Explicit examples and best practices quicken adoption
• Activity tables ease implementation and provide consistency
• Complemented by solution accelerators for specific scenarios
IT Professionals • Community to support relevant and emerging needs
Benefits of MOF

MOF’s recommended guidelines can help organizations:






Decrease risks through better coordination between teams
Recognize compliance implications when policies are reviewed
Anticipate and mitigate reliability impacts
Discover possible integration issues prior to production
Prevent performance issues by anticipating thresholds
Effectively adapt to new business needs
Connects Service Management Standards to Practical Application
ISO 20000
Industry
Standards
Guidance
COBIT
Concepts,
Practices
Control
Frameworks
Services and
Solution
Accelerators
MOF 4.0
Processes + Guidance + Tools
(for Specific Scenarios)
Infrastructure Automation
Community
ITIL v3
System Center
MOF Scales to Any Size Organization

MOF’s structured processes scale

Example (Same steps, different pace):



Example (Same steps, different frequency):



Large multi-location projects will involve more individuals and components resulting
in longer change reviews and more detailed release planning.
Small, single data center changes can be reviewed quickly and require less release
planning time.
Reviewing incident management data and conducting problem management in a
large environment may require weekly or daily execution by dedicated staff.
Reviewing incident management data and conducting problem management in a
small environment with less incident data may only require monthly execution by
rotating assignment.
MOF is actionable and adjustable


Existing MOF steps are ready to be executed “as is”
MOF steps can also be adjusted to integrate with existing processes
MOF Deliverables

MOF guidance is contained
in the following:








Operating Level Agreement
Service Level Agreement
Operations Level Agreement
Privacy Policy
Service Level Agreement
SIP Service Catalog
MOF Overview document
MOF phase overview
documents


PLAN
Plan Phase Overview
Deliver Phase Overview
Operate Phase Overview
Manage Layer Overview
Service management function
(SMF) documents
Job aids and samples
Content freely available
online on TechNet and as a
download
Services and training
(Workshops)
DELIVER
Functional Specification
Migration Plan
Site Deployment Project Plan
Test Cases Workbook
Test Plan
Test Specification
Training Plan
Vision Scope
OPERATE
Incident Management
Ticket
Operations and
Services Description
MANAGE
Change Management Forward
Schedule
Request for Change
Risk Tool
Contributors to MOF
MOF Collateral










Microsoft Operations Framework 4.0
Getting Started with MOF 4.0: An Implementation Guide
MOF Action Plan: Release Readiness for Windows 7
MOF Action Plan: Redistributing the Workload
Using MOF for ISO/IEC 20000
Cross Reference ITIL V3 and MOF 4.0
Planning for Software-plus-Services: A MOF Companion Guide
MOF to COBIT/Val IT Comparison and Cross-Implementation Guide:
How to Leverage MOF in a COBIT/Val IT Environment
MOF Job Aids
IT Pro Quick Start Kit
Microsoft Operations Framework 4.0
Collateral / Interest Alignment
Organizational Change
• MOF Action Plan: Redistributing the Workload
Organizational Buy-In
• IT Pro Quick Start Kit
Training
• MOF 4.0 Training from Training Partners
Implementation
• Getting Started with MOF 4.0
• MOF Job Aids
Product Release
• Planning for Software-plus-Services
• MOF Action Plan: Release Readiness for Windows 7
Integration
Audit
• Cross Reference ITIL V3 and MOF 4.0
• MOF to COBIT/Val IT Comparison and Cross-Implementation Guide
• Using MOF for ISO/IEC 20000
Microsoft Service Management Assets that Support MOF
Supports Industry Standards
ITIL®
ISO / IEC 20000
CoBIT
Complementary
Publications
Training and
Certification
Community:
MOF Forum
Solution
Accelerators
Services
Software: The
System Center
Family
Navigation to Microsoft's Service Management Assets
Job Aids 20-24: Microsoft’s MOF-Related Solutions
Solution Accelerators
PLAN
Microsoft Assessment and Planning Toolkit
Infrastructure Planning and Design
SharePoint Capacity Planning Tool
Security Risk Management Guide
IT Compliance Management Guide
OPERATE
DELIVER
Offline Virtual Machine Servicing Tool
Microsoft Forefront Integration Kit for
Network Access Protection
Security Compliance Management
Service Level Dashboard 2.0 for System
Center Operations Manager 2007 R2
SharePoint Monitoring Toolkit
SharePoint Asset Inventory Tool
Malware Removal Starter Kit
Fundamental Computer Investigation
Guide for Windows
Microsoft Deployment Toolkit 2008
Infrastructure Planning and Design
Upgrade Toolkit for Windows
SharePoint Services Sites and
Templates Guide
SharePoint Cross Site Configurator
Data Encryption Toolkit for Mobile PCs
Hyper-V Security Guide
Security Compliance Management
Toolkit series
MANAGE
Microsoft Operations Framework 4.0
Microsoft Assessment and Planning Toolkit
IT Compliance Management Guide
Job Aid 23: Microsoft’s MOF-Related Solutions
Services
Solution*
Problem it solves
Buy criteria
Strategy /
assessment
 Lack of visibility into service problems and
opportunities and a clear roadmap of solutions
 Experienced certified
Definition /
design
 Firefighting, repetitive problems, globally
inconsistent processes
 Poor response time on business-critical issues
 Misalignment of organization, suppliers,
customers, and technologies
 Lack of credible metrics and reporting
Poor customer satisfaction
Cost, service, and resource challenges
Changes implemented inconsistently
 Governance and compliance issues
 De-motivated staff and insufficient
productivity
 Lack of service efficiency, effectiveness,
responsiveness
Lack of effective automation and workflow to
support processes, scope, and organization,
deployed successfully
Implementation /
improvement
Tool evaluation /
implementation





consultant
Accredited provider
Proven methodology
References
Viable provider
Total cost (services, travel)
*Offers target processes,
functions, roles /
organization, and
services, typically in that
order
Job Aid 22: Microsoft’s MOF-related Solutions
Software
Job Aid 24: Microsoft’s MOF-Related Solutions
Community: The MOF Forum



A place where IT pros can discuss MOF guidance and
service management
Participants share techniques and best practices with peers
across the globe
Available at
http://social.technet.microsoft.com/forums/en/MOF4/threads/
Module Summary



MOF organizes and describes all of the activities and
processes involved in managing a technology service
Practical guidance for everyday technology practices and
activities
Those activities and processes follow a service lifecycle
represented in three phases and a foundation layer:





Module 2
Plan Phase
Deliver Phase
Operate Phase
Manage Layer
Each phase has SMFs and management reviews
associated with it
MOF / ITIL
What are they?
Why we need them?
Both are ITSM Frameworks.
Both have the same aim - to provide assistance
with Service Management.
IT is not simply delivering IT - it delivers
IT Services.
80% unplanned downtime - people & process.
Differences:
 MOF organises material into functions - SMF (Service Management Functions) such as Reliability SMF &
Customer Service SMF.
 ITIL organises material into processes such as Change Management Process &Incident Management
Process.
 Current version of MOF is V4.
 Current version of ITIL is V3.
Similarities:
Which
one Should I Use?





Microsoft
Much
of the
IT uses
sameboth
material
MOFisand
covered
ITIL. in both frameworks.
MOF Reliability
Many
of the Operations
SMF includes
Consulting
ITIL subjects
engagements
Availability
are based
Management
on ITIL and
& Capacity
on MOF.Management.
MOF is
Change
free. & Configuration SMF includes ITIL subjects Change Management & Configuration
Management.
They
both have the same aim – to help customers with IT Service Management.
MOF Customer Service SMF includes ITIL subjects Request fulfilment & Incident Management.
Module 2:
The MOF Manage Layer
Module Overview




Lesson 1: Introduction to the MOF Manage Layer
Lesson 2: Governance, Risk, and Compliance SMF
Lesson 3: Change and Configuration SMF
Lesson 4: Team SMF
Lesson 1:
Introduction to the MOF
Manage Layer
Manage Layer Overview
Goals
 To help coordinate
processes described in the
SMFs of the three lifecycle
phases
 Establish an integrated
approach to service
management activities
What Does the Manage Layer Include?

The Manage Layer includes the
following service management
functions (which take place in all
phases of the lifecycle):




Governance, Risk, and Compliance
(GRC)
Change and Configuration
Team
The Manage Layer also includes
the Policy and Control
Management Review
How the Manage Layer Enables the Other Phases





Provides “Rules of the Road” for the other phases
GRC gives guidance on decision making,
policies, risk management, and compliance
Change and Configuration gives
predictable, repeatable controls to manage
the ecosystem
Team identifies who needs to do what, and
who is accountable
Is an integrated part of the service lifecycle:


Its processes take place in all phases
Provides the basis for developing and operating a resilient
technology environment
Lesson 2:
Governance, Risk,
and Compliance SMF
Governance, Risk, and Compliance SMF Overview

The goals of the Governance,
Risk, and Compliance SMF are to
ensure:



That clear and effective decision
making in the management of
technology assets is established
That risk is managed effectively
Compliance with applicable policies,
laws, and regulations
Governance

Governance describes the leadership, decision-making
structure, processes, and accountability that determine how
an organization gets work done.
Categories of Risk







Financial
Operational
Reputational
Market share
Revenue
Regulatory
Other risks that are more specific to a particular
organization’s industry:

For example, healthcare, national security for the government, or
a presently occurring activity (such as a merger or acquisition)
Risk and Internal Controls


Internal controls are specific activities performed by people
or systems designed to ensure that business objectives are
met
Demonstrating that the organization is in control of its
services is accomplished throughout the service lifecycle
by:



Defining high-level objectives for each lifecycle phase
Identifying risks to the achievement of those objectives
Identifying risk management approaches in the form of matching
internal controls for mitigating risks
Assessing, Monitoring, and Controlling Risk
Compliance As a Special Type of Risk

Compliance is an application of risk management that
ensures IT’s conformance with company policies,
governmental regulations, and industry-specific laws.
Relationship Between Governance, Risk, and Compliance
Risk trade-off
decisions
Risk tolerance
rules
Risk
Governance
Addresses strategic planning,
business/IT alignment, policy
creation, and vision setting
Risk trade-off decisions
(how they were made)
Addresses system threats,
system vulnerability, and
protection of IT assets
Compliance
with
governance
rules
Who decides,
and process
to follow
Compliance
Addresses adherence to laws,
regulations, standards, best
practices, and frameworks
Impact of not complying
How Does the Governance, Risk, and Compliance SMF Help?




Brings the right groups of people together (governance) to
clarify what needs to happen and evaluate what could get in
the way (risk management)
Helps the organization determine resource commitments
(governance) needed to ensure its goals are achieved (risk
management)
Makes it clear (governance and compliance) what processes
and activities should or should not happen (risk management
and compliance)
Captures and documents processes and their results as
evidence (compliance)
Governance, Risk, and Compliance Throughout MOF



Plan: Making decisions in line
with policies, strategies, and
change management
Deliver: Making wise risk
management and trade-off
decisions as solutions are
developed
Operate: Testing and
monitoring internal controls to
ensure continued compliance
Policy and Control Management Review


Evaluate the effectiveness of the policies and controls in
place across the service lifecycle (at least biannually)
The purpose of the MR is to provide management with:



An understanding of how risks to achieving goals are being
addressed
An assessment of the burden of control so that it can adjust
appropriately for desired benefits
An evaluation of behavior as an indicator of policy communication
and enculturation
Lesson 3:
Change and Configuration
SMF
Change and Configuration SMF Overview

The goal of the Change and
Configuration SMF is to create
an environment where changes
can be made with the least
amount of risk and impact to the
organization
Change and Configuration Processes and Workflow
Baseline the
configuration
Initiate the
change
Classify the
change
Approve the
change
Develop and
test the change
Release the
change
Validate and
review the
change
What Does Change Control Give You?



Change decisions made in line with your strategy and
policies
Understanding of the impact of a proposed change
Ultimately, less firefighting and more predictable
responsiveness
Use for Any Size Change


Steps apply regardless of the size or impact of a change
Formality of how you apply the lifecycle depends on the risk
of the change


Major new initiative goes through analysis and review in Plan
Phase; formal project plan is created in Deliver Phase; and review
of implementation, support, and monitoring needs occurs in
Operate Phase
Smaller change with less risk still goes through lifecycle phases,
but more nimbly
Not Every Change Needs the Same Level of Control

Changes can be organized into the following categories:




Major: The impact on the group could be massive—for example,
a departmental or corporate-wide change, or a network-wide or
service-wide change
Significant: The effect is widespread, but not massive—for
example, a change affecting a group within a department or a
specific group of configuration items (CIs)
Minor: A change affecting small numbers of individuals or CIs—
for example, a change to a printer used by a department
consisting of just a few members
Standard: A change that has been performed before and is part
of the operational practice of the business—for example, an
update to a user profile
 Standard changes provide agility within the boundaries
What Does Configuration Give You?


A clear picture of what you have in your production
environment at any point in time so that you can make
more informed decisions about proposed changes
A clear picture of what changes were recently made so that
you can troubleshoot more easily and effectively when
something goes wrong
Change and Configuration Throughout MOF

Plan Phase:



Deliver Phase:



Control over changes to the technology
portfolio
Having a known-state of the environment
to make decisions against
Control over modifications to the project
plan and design
An understanding of the actual production
environment
Operate Phase:


Control over the production environment
Accurate information needed to manage
the production environment
Lesson 4:
Team SMF
Team SMF Overview

The MOF Team SMF demonstrates
how to build and maintain a
technology organization that is:


Accountable: Ensures that required
technology work gets done
Responsible: Identifies who will do
required technology work by:





Creating role types and roles
Establishing principles and best practices
Identifying who is best for each role
Flexible: Built around agile physical
and virtual teams
Scalable: Able to meet the needs of
different-sized organizations
IT Accountabilities

Accountabilities ensure that the right work gets done
because someone is held accountable for getting it done







Support
Operations
Service
Compliance
Architecture
Solutions
Management
Role Types and Responsibilities


Each accountability has a set of role types associated with it, and each
role type has a set of responsibilities and goals associated with it
Example: Support Accountability and its role types:
Role type
Responsibilities
Goals
Customer Service
Representative
Help the customer
Problem Analyst
Handles calls
Is first contact with user
Registers calls, categorizes, determines
supportability, and passes on calls
Diagnoses
Investigates
Resolves
Responsible for incident from beginning
to end (quality control)
Investigates and diagnoses
Problem Manager
Customer Service
Manager
Identifies problems from the incident list
Accountable role for the goals of support
Covers incidents and problems
Incident Resolver
Incident Coordinator
Fix incidents
Solve incident as quickly as
possible
Find underlying root causes of the
incidents
Prevent future incidents
Effectively and efficiently
decrease incidents and incident
solution time
Increase effectiveness of
resolutions and reduce costs
Key Team SMF Principles








Start with people
Separate plan-driven and interrupt-driven work
Put the right people in the right roles
Encourage advocacy
Start with accountability
Make responsibilities clear to the owner
Combine accountabilities and role types where appropriate
Ensure constant coverage in Operations
The Team SMF Throughout MOF

Plan Phase:


Deliver Phase:


Determine who is involved in
creating technology strategy
Determine who is part of the
project team and how they
will work together
Operate Phase:

Determine what roles and
responsibilities are needed to
keep Operations and
Customer Service running
smoothly
Manage Layer Summary



Manage Layer helps coordinate
processes in the Plan, Deliver, and
Operate Phases
Establishes an integrated approach to
service management activities
Utilizes the




Governance, Risk, and Compliance SMF
Change and Configuration SMF
Team SMF
Includes the Policy and Control
Management Review
Module 3:
The MOF Plan Phase
Module Overview






Lesson 1: Introduction to the Plan Phase
Lesson 2: Business/IT Alignment SMF
Lesson 3: Reliability SMF
Lesson 4: Policy SMF
Lesson 5: Financial Management SMF
Lesson 6: The Role of the Manage Layer in the Plan Phase
Lesson 1:
Introduction to the
Plan Phase
Plan Phase Overview
Goals
 To provide guidance to
technology groups on how to
continually plan for and optimize
their service strategy
and to ensure that the delivered
services are:





Valuable and compelling
Predictable and reliable
Compliant
Cost-effective
Adaptable to the changing needs
of the business
Objectives of the Planning Phase


Where business and technology work as partners to:

Help technology understand business strategy and
requirements

Help technology focus on delivering valuable services that
enable the organization to succeed
Enable technology to deliver services that are:
Reliable
 Compliant
 Cost-effective
 Continuously adaptable

What Does the Plan Phase Include?

The Plan Phase includes the following
service management functions:





Business/IT Alignment
Reliability
Policy
Financial Management
The phase also includes two
management reviews:


Service Alignment
Portfolio
Plan Phase Workflow
Plan Phase
Service
Alignment
MR
Report and
review
Analyze and
prioritize
Agree on next
steps
Business Alignment
Reliability
Policy
Financial
Management
Portfolio
MR
How Do the Plan Phase Components Work Together?




Service Alignment Management Review and change
requests combine with Reliability and Policy
requirements to feed Business/IT Alignment process
Financial Management is used to evaluate and track
financial aspects of technology
Culminates in making business-aligned portfolio
decisions in the Portfolio Management Review
Good decisions are facilitated with governance, risk
management, and change management from the
Manage Layer
Lesson 2:
Business/IT Alignment SMF
Business/IT Alignment SMF Overview
Goals
 Align technology strategy to an
organization’s broader goals
and objectives
 Align technology offerings
and services to
business goals
 Ensure that delivered
technology services are
effective and efficient in
meeting the organization’s
needs
Business/IT Alignment Addresses How To…
Define a technology service strategy
 Identify and map technology services
 Identify technology service demand and manage
business requests
 Develop and evaluate the technology service
portfolio
 Manage service levels

Business/IT Alignment Processes
Define a technology
service strategy
Identify and map
services
Identify demand
and manage
business requests
Develop and
evaluate
technology service
portfolio
Apply service level
management
1. Define a Technology Service Strategy



The technology service strategy determines the services
required to support business goals
Business and technology management compare potential
initiative business value against resource availability and
return on investment
Successful service strategy will ensure :





Technology goals are aligned to business goals
Annual technology initiatives supporting business goals have
been identified
Agreement on both strategy and corresponding plan for achieving
the goals and initiatives
The strategy is assessed against business outcomes
Opportunities for improvement are identified
2. Identify and Map Services: Service Maps



A service map represents a service from the
perspective of the business and the user
It clarifies the dependencies of a service and who
delivers and consumes it
It can be divided into these sections (but not limited to):





Customers: A categorized list of who uses the service
Hardware: The hardware platforms necessary for service delivery
Application: The software on those platforms that is needed
Settings: The configuration settings necessary for the service to
function
Internal/external services: The services that the end-to-end
services are dependent upon
Sample Service Map
3. Identify Demand and Manage Business Requests



Portfolio demand/request management analysis shows how
technology services are being used and how future trends
might affect them
Demand management data helps managers plan, account for
technology expenditures, understand business services they
are getting, and determine future project/resource allocation
A fully matured demand/request management process
ensures:



A predictable process for managing requests
A consistent model for measuring current demand
A way to analyze requests and current service capacity
4. Develop and Evaluate a Technology Service Portfolio

Ensuring that the right services and projects are
included in the service portfolio requires:
A list of projects in the queue, implemented services, and
services slated for decommission
 A prioritization and approval process for new projects
 A measurement system for determining the value of services
in relation to business goals



The technology service portfolio drives alignment of
technology resource consumption, the operating
budget, and technology service investment strategies
Primary users are business and technology leaders
responsible for realizing technology business value
Portfolio Management Review

The Portfolio MR acts as a gateway in the
Plan Phase that focuses on:





Understanding the concepts
and requirements of
proposed technology service
changes
Deciding whether to invest
further in the development of
those concepts
Approving a preliminary
project vision and scope that
will move a project forward
into the Deliver Phase
Determines whether the
organization is working on the
right things
Clarifies the business value of
proposed projects
Plan Phase
Service
Alignment MR
Report and
review
Analyze and
prioritize
Agree on next
steps
Business Alignment
Reliability
Policy
Financial
Management
Portfolio MR
5. Apply Service Level Management (SLM)
Service level management (SLM) proactively manages ongoing requirements,
communications, and expectations between business and technology and between
technology groups
 The primary tools
of SLM are:standard technology services to customers in clear, familiar terms
• Communicates
IT service
• Provides a centralized channel through which end users can request standardized,
catalog
typical technology service bundles

Service level
agreements
(SLAs)
• Communicate and document the agreed-upon expectations of business-facing
technology services
• Are agreed upon between business and technology representatives
Operating level
agreements
(OLAs)
• Communicate and document the agreed-upon expectations of dependent technology
services
• Are agreed upon between technology teams
Underpinning
contracts (UCs)
• Ensure there is a contract between suppliers, third parties, and the organization
• Communicate and document the agreed-upon expectations between the suppliers,
third parties, and the organization
SLM: The Service Catalog

A service catalog is a comprehensive list of:



Catalog should include at least the following:





Existing technology services, including priorities of the business
Corresponding service level agreements (SLAs)
Description of service
Business alignment information
Service manager/owner
Business owner
Catalog is used by both technology and the business
Service Alignment Management Review


This review assesses the customer’s
experience of technology services
compared to service goals
It focuses on impact of new services on
technology strategy and proposes:



New services
Changes to existing services
Decommissioning of features and services
Plan Phase
Service
Alignment MR
Report and
review
Analyze and
prioritize
Agree on next
steps
Business Alignment
Reliability
Policy
Financial
Management
Portfolio MR
Lesson 3:
Reliability SMF
Reliability SMF Overview
Goals
 Ensure that:





Service capacity
Service availability
Service continuity
Data integrity
and Confidentiality
…are aligned to the business
needs in a cost-effective
manner
Reliability Process Flow and Activities
Planning
Implementing
Monitoring and
improving plans
• Define service requirements
• Plan and analyze
• Develop plans:
• Availability, Capacity, Data security,
Disaster recovery, Monitoring
• Review and approve plans
• Monitor
• Report and analyze trends
• Review reliability
When Defining Service Requirements…

State reliability in business terms—for example:




“When a user queries the service, he or she should receive an
accurate response within 20 seconds.”
Document, clarify, and verify as many of the business
requirements as possible
Discuss the service’s financial impacts as early in the
planning process as possible
To encourage consistency of operational design, ensure
that the development team understands the infrastructure
standards and strategy
Lesson 4:
Policy SMF
Policy SMF Overview

The goal of the Policy SMF is to
ensure that technology policies:




Accurately capture management’s
intent concerning the
behaviors of the
organization
Contain clear statements
of rules
Are communicated
consistently and effectively
across the organization
Are defined in ways that take
into account their eventual
application and evaluation
What Is a Policy?


A policy explains what to do in a particular set of
circumstances
Policies help organizations:




Clarify performance requirements
Communicate management’s intent for how work should be done
Establish accountability and the foundation for compliance
Procedures break policies down into detailed steps that
describe how work should be done and identify who should
do what
Types of Policy






Security
Privacy
Partner and third-party relationships
Knowledge management
Appropriate use
Policy governance
Policy Processes
Determine areas
requiring policy
Create policies
Validate policies
Publish policies
Enforce and
evaluate the
policies
Review and
maintain policies
Determine Areas Requiring Policy

Organizational goals should be evaluated
to determine possible risks:
 The
impact of risks can be evaluated by
considering what might happen if expectations
are not made clear to everyone
 If an identified risk and its impact stand in the
way of achieving a goal, then it will likely need
to be addressed by a policy
Enforce and Evaluate Policy



Automate enforcement of policies where possible
Enforce other policies through contracts and published
policies
Evaluate policies on a regular basis:


Policies are only as effective as the relevance and accuracy of
their information
Policy violations increase when the information is out of date or no
longer relevant
Using the Policy SMF Throughout MOF

Plan Phase:


Deliver Phase:


Build policy controls into designs
(easier to design it in than
retrofit)
Operate Phase:


Refer to policy in making
portfolio decisions
Monitor policy compliance in
Operations
Manage Layer:

Internal controls support policies
Lesson 5:
Financial Management
SMF
Financial Management Overview

The goal of the Financial
Management SMF is to help
organizations:




Fully account for the
cost of technology
services while defining the
expected contribution to
the business
Attribute costs of services
delivered to customers so
that the costs can be
recovered
Aid decision making by
clarifying the costs, benefits,
and risks of technology services
Contribute to business cases for changes to technology services based
on a sound understanding of the cost-benefit trade-offs involved
Financial Management Overview

How does your organization…




Determine the value of technology services?
Weigh financial risk and return to understand the value technology
provides?
Strike the desired balance between risk and expected financial
contribution to the business?
Value, not just cost, must be considered when
management makes decisions about changes to
technology services
Financial Management Processes and Activities
Establishing
service
requirements and
planning budget
•
•
•
•
Addressing service requirements and business strategy
Planning a budget
Conducting a budget review
Managing technology value realization
Managing
finances
•
•
•
•
•
•
Managing technology finances
Creating technology budget
Determining maintenance and operations costs
Developing innovation and improvement initiatives
Determining project costs
Establishing value realization awareness across the organization
Performing IT
accounting and
reporting
• Focused primarily on tracking and reporting the actual costs and
benefits
Key Outcomes and Measures of Financial Management
Outcomes
Technology cost
accounting
Measures
• Technology costs accounted for and tracked
• Costs reviewed and improvements in progress
Delivered business
• Each project evaluated for expected business value
value
• Project benefits consistently realized
Technology cost
recovery
• Customers charged fairly
• Charging model relevant and appropriate for the
organization
Accurate
• Comprehensive financial understanding within the
organization
technology budget
• Actual budget is close to projected budget, without
surprises
Lesson 6:
The Role of the Manage
Layer in the Plan Phase
The Role of the Manage Layer in the Plan Phase




The Manage Layer is the foundation of the service lifecycle
Three SMFs support the Manage Layer:
 Governance, Risk, and Compliance (GRC)
 Change and Configuration
 Team
GRC, Change and Configuration SMFs ensure effective,
efficient, and compliant technology services
Team SMF ensures someone is ultimately accountable for
the work required
GRC Focus in the Plan Phase







Corporate strategy transfer to technology strategy
Governance structure, decision rights
High-level risks
General regulatory environment
Policy definition
Investment determination
Definition of management objectives
Change and Configuration Focus in the Plan Phase




Leadership identified and asked to participate in change
evaluation
Business process change
Architectural change
Change evaluated across dimensions (financial, application
portfolio, security, and so on)
Team Focus in the Plan Phase




Principles for effective strategic thinking
Principles for governance and risk management
Principles for managing change effectively
Ensuring that someone is ultimately accountable for the
work required
Plan Phase Summary



Plan Phase is where business and
technology work as partners to ensure
technology services are aligned to
business needs
Enables organization to deliver services
that are reliable, compliant, costeffective, and continuously adaptable
Includes the following SMFs:





Business/IT Alignment SMF
Reliability SMF
Policy SMF
Financial Management SMF
The phase also includes two
management reviews:


Service Alignment
Portfolio
Module 4:
The MOF Deliver Phase
Module Overview







Lesson 1: Introduction to the Deliver Phase
Lesson 2: Envision SMF
Lesson 3: Project Planning SMF
Lesson 4: Build SMF
Lesson 5: Stabilize SMF
Lesson 6: Deploy SMF
Lesson 7: The Role of the Manage Layer in the Deliver
Phase
Lesson 1:
Introduction to the
Deliver Phase
Deliver Phase Overview
Goals
 To ensure that:



Technology services
Infrastructure
projects
Packaged product
deployments
…are envisioned,
planned, built, stabilized,
and deployed in line with
business requirements and the
customer’s specifications
Purpose of the Deliver Phase
To enable the service lifecycle with a management
discipline for planning, designing, building, and
deploying services
 It incorporates the best practices of Microsoft
Solutions Framework (MSF)
 Actualize the guidance from the Portfolio
Management Review (MR) in the Plan Phase


Portfolio MR provides a bridge between the Plan and Deliver
Phases by conveying a preliminary project vision and scope
What Does the Deliver Phase Include?

The Deliver Phase includes the following service
management functions:






Envision
Project Planning
Build
Stabilize
Deploy
The phase also includes two
management reviews:


Project Plan Approved
Release Readiness
Deliver Phase Workflow
Deliver Phase SMFs work sequentially in the following order:

Portfolio
MR
Build


Envision
Stabilize
Project Planning
Release
Readiness
MR
Project
Plan
Approved
MR
Deploy
Services, infrastructure projects, or deployment of a packaged
product are planned, designed, built, and deployed
It is the process through which any change must go, large or
small
Lesson 2:
Envision SMF
Envision SMF Overview
Goals
 Form the core project
team
 Prepare and deliver
a vision/scope
document that
clearly
communicates the
project’s vision and
the scope of that vision
 Prepare a risk assessment
Envision SMF Focus




Unify a team with a common vision
Identify and analyze business needs and requirements to
begin planning a solution
Create high-level views of the project’s goals and
constraints
Set the stage for the more formal planning process that will
take place during the project’s planning phase
Outcomes of the Envision SMF



Vision and scope of the project are clearly documented and
understood by the team and the customer
Conceptual design of the proposed solution is recorded as
part of the vision document
Project’s risks are documented and understood by the team
and the customer
Envision Process Flow

The process flow for the Envision SMF is:
Organize the
core project
team

Write the
vision/scope
document
Approve the
vision/scope
document
Passing the Vision/Scope Approved Milestone means the
project is ready to proceed to planning
The Vision/Scope Document




Usually written at a strategic level of detail
Used during planning as the context for developing
technical specifications and project management plans in
greater detail
Provides clear direction; outlines explicit project goals,
priorities, and constraints; and sets customer expectations
Project vision and project scope are distinct concepts:



Vision is an unlimited view of the solution
Scope identifies the parts of the vision that a project team can
accomplish within its constraints
The vision/scope document defines both concepts
Lesson 3:
Project Planning SMF
Project Planning SMF Overview
Goals
 Deliver a clearly scoped plan
for building and delivering
a technology service solution
 Represented
by a:




Master project plan
Master project schedule
Functional specification
Approval at the Project Plan
Approved Management Review
Project Planning Focus

Complete the bulk of their planning work:



Preparing functional specification and solution design
Preparing work plans, cost estimates, and schedules for the
various deliverables
Project planning is kicked off by approval of the
Vision/Scope Approved Milestone
Outcomes of the Project Planning SMF



Design and features of the solution clearly documented in
the functional specification
Design and features traceable to business, user,
operational, and system requirements
The project plans clearly describe the tasks that the project
team is responsible for, and the schedules for performing
those tasks
Project Planning SMF Process Flow


The process flow for the Project Planning SMF is:
Evaluate
products and
technologies
Write the
functional
specification
Create the
master schedule
Review the
Project Plan
Approved MR
Approval of the Project Plan Approved MR
allows the team to move on to development
Package the
master project
plan
Key Project Planning Documents

Functional specification:

The repository for the set of technical documents that details every element of
the solution deliverables, explaining in exact and specific terms what the team
is building and deploying. It includes:





Master project plan:


Instructions to developers on what to build
A basis for estimating work
Agreement with the customer on exactly what will be built
A point of synchronization for the whole team
Collection of the individual project plans: Availability, Backup and Recovery,
Budget, Capacity, Communications, Deployment, Development, End-User
Support, Migration, Monitoring, Operations, Performance, Pilot, Purchasing and
Facilities, Security, Support, Test, Training
Master project schedule:

Includes all of the detailed project schedules, including the release date for the
solution
Project Plan Approved Management Review

A review and signoff by the project team, its customers, and its
stakeholders indicating that:





Inputs:




All interim milestones have been met
The schedule is realistic
Roles and responsibilities of team members are well defined
Procedures are in place to address project risk
Functional specification
Master project plan
Master schedule
Outputs:


Milestone review report document
Request for change
Lesson 4:
Build SMF
Build SMF Overview
Goals
 Develop the solution
deliverables to the
customer’s specifications
 Develop the
solution documentation
 Create the
development and test lab
 Prepare the solution for
pilot deployment
Build SMF Focus

Develop the solution components:




Code for any in-house application
Code for infrastructure solution
Documentation that developers create, as well as the
infrastructure that supports them
At the end of the phase, features are complete and the
solution is ready for external testing and stabilization
Outcomes of the Build SMF



A solution delivered to the customer that is free of defects
A solution that meets the customer’s specifications as
described in the functional specification
A solution delivered to the customer within the schedule’s
specified timeline
Build SMF Process Flow


The process flow for the Build SMF is:
Prepare for
development
Develop the solution
Prepare for release
Review the Scope
Complete Milestone
and sign off the
milestone review report
After reviewing and approving the Scope
Complete Milestone, the project team is ready
to move on to stabilizing
Lesson 5:
Stabilize SMF
Stabilize SMF Overview
Goals
 To release the highest-quality
solution possible at the
Release Readiness
MR



By identifying bugs and
issues through thorough
testing and releasecandidate piloting
And triaging and resolving all known
bugs
The goals of stabilizing include:


Testing the feature-complete solution
Deploying one or more release candidates to a pilot group

Addressing the pilot-test feedback and bugs
The Stabilize SMF Focus






Testing the feature-complete solution
Preparing release candidate versions of the solution
Dealing with feedback
Addressing reported bugs
Emphasis is on using and operating the solution in realistic
environmental conditions
Begins after the Scope Complete Milestone, which finalizes
developing
Outcomes of the Stabilize SMF



A high-quality, stable solution
Resolution of all issues found by testing and through pilot
feedback
A high-quality solution that meets the customer’s
expectations and specifications as defined in the functional
specification
The Stabilize SMF Process Flow

The process flow and activities for the Stabilize SMF:
Stabilize a
release
candidate
Conduct a
pilot test
Review the
Release
Readiness
MR

•
•
•
•
Write the test specification document
Identify and resolve bugs until the solution stabilizes
Test the release candidate
Complete user acceptance testing
• Pilot the solution and collect feedback
• Approve the Release Readiness Management Review
Stabilizing culminates in the Release Readiness
MR, which is a go/no-go point for deployment
Release Readiness Management Review


Produces a go/no-go decision to deploy to
production
Occurs after:




A successful pilot has been conducted
All outstanding issues have been addressed
The solution is ready to be released and made
available for full deployment in the production
environment
Opportunity for customers and users, operations and
support personnel, and key project stakeholders to evaluate
the solution and identify any remaining issues that they
must address before deployment
Lesson 6:
Deploy SMF
Deploy SMF Overview
Goals
 Release a stable
solution into the
production
environment
 Stabilize the
solution in the
production
environment
 Transfer responsibility for
the solution from the project team to
the operations and support teams
Deploy SMF Focus





Deploy the core solution and the site components into the
production environment
Stabilize the deployment
Transfer the project to Operations (update Known Error
database)
Get final customer approval for the new solution
Begins when stabilizing ends with the Release Readiness
Management Review
Outcomes of the Deploy SMF



A stable solution deployed into the production environment
A customer who is satisfied with and accepts the deployed
solution
A solution successfully transferred from the project team to
the operations and support teams
Deploy SMF Process Flow

The process flow and activities for the Deploy SMF:
Deploy core service
solution components
Deploy sites
Stabilize deployment
Review the Deployment
Complete Milestone

• Deploy the solution infrastructure to
production
• Deploy the solution at each site
• Stabilize the solution deployment
• Monitor the solution during the quiet period
• Approve the Deployment Complete Milestone
• Review and close out the project
Deployment Complete Milestone concludes deployment
Should
satisfy customer expectations
Operations and support systems must be in place
Lesson 7:
The Role of the Manage
Layer in the Deliver Phase
The Role of the Manage Layer in the Deliver Phase

The Manage Layer is the foundation of the service
lifecycle

Three SMFs support the Manage Layer:





Governance, Risk, and Compliance (GRC)
Change and Configuration
Team
GRC, Change and Configuration SMFs ensure
effective, efficient, and compliant technology services
Team SMF ensures someone is ultimately accountable
for the work required
GRC Focus in the Deliver Phase







Solution architecture supports organization requirements
Project stakeholders, methodology, risks identified
Value realization process
Software design lifecycle
Risk mitigation
Internal controls defined
Procedures defined
Change and Configuration Focus in the Deliver Phase




Solution scope
Resourcing
Project management
Financial impact
Team Focus in the Deliver Phase




Principles for effectively organizing project teams
Accountabilities and role types
Alignment of responsibilities
Assignment of roles
Deliver Phase Summary


The Deliver Phase ensures that technology services, infrastructure
projects, and packaged product deployments are envisioned,
planned, built, stabilized, and deployed in line with business
requirements and the customer’s specifications
It does this with the following SMFs:






Envision
Project Planning
Build
Stabilize
Deploy
And two management reviews:


Project Plan Approved
Release Readiness
Module 5:
The MOF Operate Phase
Module Overview






Lesson 1: Introduction to the Operate Phase
Lesson 2: Operations SMF
Lesson 3: Service Monitoring and Control SMF
Lesson 4: Customer Service SMF
Lesson 5: Problem Management SMF
Lesson 6:The Role of the Manage Layer in the Operate
Phase
Lesson 1:
Introduction to the Operate
Phase
Operate Phase Overview
Goals


Ensure deployed services are operated,
monitored, and supported in line with
SLA targets
Specifically, that
means:



Ensuring that technology
services are
available by
improving staff
use and better
managing workload
Ensuring that technology services are monitored to provide real-time
observation of health conditions and by ensuring that team members are
trained to handle any problems efficiently and quickly
Ensuring that technology services are restored quickly and effectively
What Does the Operate Phase Include?

The Operate Phase
includes the following
SMFs:
Operations
 Service Monitoring and
Control
 Customer Service
 Problem Management


The phase also
includes one
management review:

Operational Health
The Operate Phase SMFs and Workflow

Service management functions in the Operate Phase are interdependent,
not sequential





Operations addresses daily, weekly, and monthly tasks required to maintain a technology
service
Service Monitoring and Control addresses service health
Customer Service addresses user requests and incident management
Problem Management focuses on how to resolve complex problems
Services come in from the Deliver Phase:
P
r
e
p
a
r
e
s
Deliver Phase
Operations
Customer Service
SMC
Problem Mgt
Operate Phase
Role of the Operational Health Management Review

A periodic review primarily concerned with assessing
effectiveness of internal operating processes


Scheduled on a regular basis—but can be as-needed
Structure for reviewing and analyzing results and taking
action to improve performance

Items to evaluate:








Technology staff performance
Operational efficiency
Personnel skills and competencies
OLA-defined targets and metrics
SLA-defined targets and metrics
Contractual targets and metrics
Customer satisfaction
Costs
Lesson 2:
Operations SMF
Operations SMF Overview
Goals




Ensure that the work required to successfully
operate technology services has been
identified and described
Reduce time spent by
Operations staff on
reactive work
Minimize service
disruptions and
downtime
Execute recurring
and on-demand technology
operations tasks effectively and efficiently
Operations SMF Focus



To determine the daily, weekly, monthly, and as-needed
tasks are required for maintaining a technology service
To ensure that tasks are understood and followed by those
responsible for that maintenance
Does not, for the most part, say what those tasks are—
other than in the form of examples



Such tasks vary depending on the service being maintained
Addresses how an organization can determine for itself what
those tasks should be
Key terms:


Work instruction
Operations guide


Service window
Operations log
Operations SMF Role Types

Primary accountability is the Operations Accountability
Role Type
Operator
Administrator
Role in the Operations SMF
Conducts planned operations tasks
Conducts unplanned or undefined operations
tasks
Technology Area Manager Ensures work instructions are carried out as
intended
Monitoring Manager
Ensures needed monitoring information is
generated
Scheduling Manager
Operations Manager
Schedules operational work
Has management oversight
Operations SMF Processes and Workflow
Define operational
requirements
Build operational
work instructions
Plan operational work
Execute operational
work
Maintain operational
work instructions
Manage operational
work
Lesson 3:
Service Monitoring and Control
SMF
Service Monitoring and Control SMF Overview
Goals




Observe the health of technology services
Take remedial actions that
minimize the impact of
service incidents and
system events
Understand the
infrastructure
components
responsible for the
delivery of services
Provide data on component or service trends that can be
used to optimize the performance of technology services
Service Monitoring and Control SMF Purpose



SMC is the real-time observation of and alerting about
health conditions in a technology environment
Ensures deployed services are operated, maintained, and
supported in line with SLA targets
Plays key role in managing a service:

If a service can’t be defined, it can’t be monitored
 If

a service can’t be monitored, it can’t be measured
If a service can’t be measured, it can’t be managed
SMC Role Types

Primary accountability is the Operations Accountability
Role type
Role in the SMC SMF
Monitoring Manager • Monitors service health
• Helps define service to be monitored
• Helps prepare service component health model
Scheduling Manager • Schedules to avoid conflicting work
Operations Manager • Oversees
• Drives definition of technology service to be monitored
• Drives preparation of service component health model
SMC SMF Processes and Workflow
Define service
monitoring
requirements
Implement new
service
Continuous
monitoring
Control and
reporting
Lesson 4:
Customer Service SMF
Customer Service SMF Overview
Goals
 To provide a positive experience for
users by:
Meeting their technology
needs
 Addressing complaints
and issues that arise
during the normal
course of using
a technology service

Customer Service SMF Purpose


Customer service is the entry point for users who have
questions and concerns about a technology service
Most customer service processes and activities are
performed by a functional team called the Service Desk
Primary reason for contacting Service Desk
MOF term
To request information on using an existing
service to which the user already subscribes
To subscribe to an existing service that is being
offered
To request a new service or feature to meet a
new need
To report a partial loss, degradation, or total loss
of a service or service feature
Information request
Service Fulfillment
request
New Service request
Incident Resolution
request
Customer Service Role Types

Primary accountability is the Support Accountability
Role type
Customer Service
Representative
Role in this SMF
Incident Resolver
Incident Coordinator
Problem Analyst
Resolves incident requests; troubleshooting,
escalating if necessary, and applying a fix or
workaround
Oversees all incident requests
Investigates and resolves an underlying problem
Problem Manager
Determines whether an underlying problem exists
Interacts with customers; recording, categorizing,
classifying, resolving, and closing customer requests
Customer Service Manager Oversees customer service
Customer Service SMF Processes and Workflow
Record the user’s
contact information
and the details of the
request
Categorize the user’s
request
Determine the
supportability of the
request
Classify and prioritize
the request
Resolve the user’s
request
Close the request
Ensure good service
Customer Service SMF Processes and Workflow
Record the user’s
contact information
and the details of the
request
Categorize the user’s
request
Determine the
supportability of the
request
Classify and prioritize
the request
Resolve the user’s
request
Close the request
Ensure good service
Lesson 5:
Problem Management SMF
Problem Management SMF Overview
Goals
 To reduce the occurrence
of failures with technology
services
 To generate data and
lessons that can be used
to provide feedback
during the service lifecycle
 To help drive the
development of more
stable solutions
Problem Management SMF Purpose



Help resolve complex problems that may be beyond the
scope of incident resolution requests (find root cause)
Should begin at the start of a service’s lifecycle and should
be applied to all aspects of technology
Early application means services deployed with fewer
failures, higher customer satisfaction
Problem Management SMF Role Types

Primary accountability is Support Accountability
Role type
Role in this SMF
Customer Service Representative Assists the customer
Problem Analyst
Watches for evidence of problems
Passes on incident information to Problem
Manager
Watches for evidence of problems
Passes on incident information to Problem
Manager
Finds underlying root causes of the incidents
Problem Manager
Prevents future incidents
Customer Service Manager
Oversight
Incident Resolver
Incident Coordinator
Problem Management Workflow
Document
the problem
Filter the
problem
Research
the problem
Research
the outcome
Lesson 6:
The Role of the Manage Layer in
the Operate Phase
The Role of the Manage Layer


Manage Layer is the foundation of the service lifecycle
Three SMFs support the Manage Layer:





Governance, Risk, and Compliance (GRC)
Change and Configuration
Team
GRC, Change and Configuration SMFs ensure effective, efficient,
and compliant technology services
Team SMF ensures someone is ultimately accountable for the work
required
GRC Focus in the Operate Phase



Procedures and controls
Recording and documentation
Policy compliance
Change and Configuration Focus in the Operate Phase



Technology environment and configuration baselining
Carrying out processes and procedures
Dealing with standard changes
Team Focus in the Operate Phase



Principles for organizing operations work
Principles for organizing monitoring work
Principles for organizing support work
Operate Phase Summary

Operate Phase ensures that deployed services are operated, monitored,
and supported in line with SLA targets
Operations SMF
Service
Monitoring and
Control SMF
• Ensure that technology services are
available by improving IT staff use and
better managing workload
• Ensure that technology services are
monitored to provide real-time
observation of health conditions
Customer
Service SMF
• Provide a positive experience for users
when seeking technology assistance
Problem
Management
SMF
• Reduce service failures, finding root
cause

Operational Health Management Review assesses processes and
performance to target improvements
Module 6:
Course Summary
Phases and the Manage Layer Organize Activities
MOF 4.0 Workflow

Workflow of
information
exchange between
SMFs and MRs
Job Aid 1: MOF 4.0 Workflow
Next Steps

To learn more about MOF:

Access www.microsoft.com/mof for additional
information and program updates:





Module 6
White papers
Operations guides
Services
Courseware
To consider MOF for your organization, contact
Microsoft Services or a Microsoft partner
Thank you!!
QUESTIONS?
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