Bridging from MOF Guidance to Microsoft Products...

Bridging from MOF Guidance to Microsoft ProductsA MOF Companion Guide

Version 1.0

Published: July 2010

For the latest information, please see microsoft.com/technet/SolutionAccelerators

Copyright © 2010 Microsoft Corporation. This documentation is licensed to you under the Creative Commons Attribution License. To view a copy of this license, visit http://creativecommons.org/licenses/by/3.0/us/ or send a letter to Creative Commons, 543 Howard Street, 5th Floor, San Francisco, California, 94105, USA. When using this documentation, provide the following attribution: The Microsoft Operations Framework 4.0 is provided with permission from Microsoft Corporation. This documentation is provided to you for informational purposes only, and is provided to you entirely "AS IS". Your use of the documentation cannot be understood as substituting for customized service and information that might be developed by Microsoft Corporation for a particular user based upon that user’s particular environment. To the extent permitted by law, MICROSOFT MAKES NO WARRANTY OF ANY KIND, DISCLAIMS ALL EXPRESS, IMPLIED AND STATUTORY WARRANTIES, AND ASSUMES NO LIABILITY TO YOU FOR ANY DAMAGES OF ANY TYPE IN CONNECTION WITH THESE MATERIALS OR ANY INTELLECTUAL PROPERTY IN THEM. Microsoft may have patents, patent applications, trademarks, or other intellectual property rights covering subject matter within this documentation. Except as provided in a separate agreement from Microsoft, your use of this document does not give you any license to these patents, trademarks or other intellectual property.Information in this document, including URL and other Internet Web site references, is subject to change without notice. Unless otherwise noted, the example companies, organizations, products, domain names, email addresses, logos, people, places and events depicted herein are fictitious. Microsoft, SharePoint, SQL Server, Visual Studio, Windows, and Windows Server are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries and regions. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.You have no obligation to give Microsoft any suggestions, comments or other feedback ("Feedback") relating to the documentation. However, if you do provide any Feedback to Microsoft then you provide to Microsoft, without charge, the right to use, share and commercialize your Feedback in any way and for any purpose. You also give to third parties, without charge, any patent rights needed for their products, technologies and services to use or interface with any specific parts of a Microsoft software or service that includes the Feedback. You will not give Feedback that is subject to a license that requires Microsoft to license its software or documentation to third parties because we include your Feedback in them

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ContentsIntroduction................................................................................................1

Intended Audience....................................................................................................2How to Use This Document..........................................................................3

Navigating the Document.........................................................................................3Navigating SMFs........................................................................................................3Considerations...........................................................................................................4

Navigating MOF..........................................................................................5About MOF.................................................................................................................5Fundamental Components........................................................................................5Phase and Layer Snapshots.......................................................................................6Management Review Snapshots................................................................................7

Plan Phase SMFs.........................................................................................9Business/IT Alignment SMF........................................................................................9Policy SMF...............................................................................................................17Financial Management SMF.....................................................................................20

Deliver Phase SMFs...................................................................................22Envision SMF...........................................................................................................22Project Planning SMF...............................................................................................23Build SMF.................................................................................................................24Stabilize SMF...........................................................................................................25Deploy SMF..............................................................................................................26

Operate Phase SMFs.................................................................................32Operations SMF.......................................................................................................32Service Monitoring and Control SMF........................................................................34Customer Service SMF.............................................................................................38Problem Management SMF......................................................................................40

Manage Layer SMFs...................................................................................42Governance, Risk, and Compliance SMF.................................................................42Change and Configuration SMF...............................................................................47Team SMF................................................................................................................51

Call to Action............................................................................................53Feedback.................................................................................................................53

Appendix A: MOF Management Reviews.....................................................54Service Alignment Management Review.................................................................54Portfolio Management Review.................................................................................55Project Plan Approved Management Review...........................................................56Release Readiness Management Review.................................................................57Operational Health Management Review................................................................58Policy and Control Management Review..................................................................59

Appendix B: Microsoft Product/SMF Quick Reference Chart.........................60Acknowledgments.....................................................................................61


Introduction Because technology has become more service-oriented and the corresponding service management frameworks better at providing supportive guidance, IT professionals now, more than ever, recognize the importance of delivering technology-based services, not just technology. Service management frameworks have helped IT professionals to better conceptualize the IT value chain and to focus more on business-oriented outcomes. Service management processes have structured this value chain to better align technology and management activities to achieve these outcomes.

While the right outcomes are clear, determining the best ways to achieve them is not always so evident. IT service management best practices are often generic and technology neutral. This neutrality expands applicability, but also leaves practitioners on their own to provide the details—that is, to determine specifically how to implement these practices, embed them in daily work, and ultimately achieve desired outcomes.

Implementing service management best practices commonly brings together two constituents of the IT organization: IT process professionals, who attempt to wrap service management processes around technology

operations. IT technology professionals, who attempt to architect and operate technology within this process

context.These groups need to collaborate to close the gap between high-level service management processes and detailed technology architecture and operations. They need to determine how to effectively blend these ingredients to achieve the agreed upon objectives.

This paper aims to bridge this gap by clearly illustrating how to apply Microsoft® Operations Framework (MOF) concepts using Microsoft products. The goal is to make it easier for IT technology and process professionals to collaborate, helping them achieve service management outcomes faster, better, and more easily.

It does this by outlining MOF outcomes on a component-by-component basis and then by highlighting specific product resources—features, tools, and actionable tactics—that align with those outcomes. These are resources IT technology professionals can use immediately to apply MOF in their daily work.

The end result is achievement of business-oriented outcomes by using Microsoft products to apply MOF practices.


IT Process Pro Domain IT Technology Pro Domain

MOF Outcomes

Business Outcomes

Plan

Operate

Manage

Deliver

Figure 1. MOF concepts can be implemented using Microsoft products.

Intended AudienceThe intended audiences for this paper are IT technology professionals and IT process professionals. The goals of this paper are: To help all readers focus on key business-oriented outcomes. To help the IT technology professional better grasp essential MOF concepts and practices and

identify or recognize specific technology resources to support them. To help the IT process professional become better acquainted with the ways in which Microsoft

products can support MOF service management functions (SMFs).


Bridging from MOF Guidance to Microsoft Products: A MOF Companion Guide 3

How to Use This DocumentThis is a reference document, so it’s not necessary to read it entirely. As described below, it’s constructed so that you can navigate quickly to the relevant content.

Navigating the DocumentThe document is organized by the top-level MOF components. The major sections are described in the following table.

Navigating MOF Plan Phase Deliver Phase Operate Phase Manage Layer

Pages 5–8 Pages 9–21 Pages 22–31 Pages 32–41 Pages 42-52

Covers everything you need to know about MOF in order to obtain the most value from this paper.

Covers activities related to IT strategy, standards, policies, and finances.

Covers activities related to envisioning, planning, building, testing, and deploying IT service solutions.

Covers activities related to operating, monitoring, supporting, and addressing issues with IT services.

Covers activities related to managing governance, risk, compliance, changes, configurations, and organizations.

Navigating SMFsThe SMF page summarizes the goal, activities, desired outcomes, and health indicators of each SMF. These pages help you understand why the SMF is important, the major work involved, the business-oriented results it aims to achieve, and ways in which that achievement is measured.

Each MOF SMF features four types of content: Outcomes and health indicators. Lists outcomes expected by customers and the provider and the

health indicators that demonstrate whether the outcomes have been achieved. Essential actions. Outlines the fundamental tasks necessary to achieving desired outcomes. Helpful products. Lists the Microsoft products you can use to achieve MOF outcomes with greater

speed, ease, and consistency. Platform-specific resources. Lists native functionality and related guidance that also help you

achieve MOF outcomes.Products and platform resources are indicated by these icons:

An article or document

A tool or utility

A webcast or video

A blog entry or commentary


4 Microsoft Operations Framework 4.0

ConsiderationsThis paper was developed to fit a specific purpose and as such, it’s worth noting a few important considerations: This document does not cover MOF in detail. This paper is not intended to explain MOF in detail,

but only to provide enough information to adequately connect MOF to Microsoft products. If you are a complete MOF beginner or a novice, you will probably find this paper to be a good primer, but you will also want to do more study or potentially participate in training to develop a deeper understanding of MOF.

Not all MOF concepts map to Microsoft products. Some MOF concepts simply aren’t supported in a natural or material way by Microsoft products, and it is not this paper’s intent to showcase extensive support. Instead, the intent is to highlight good resources that can help the IT professional achieve MOF outcomes faster and more easily.

Using a resource does not guarantee achievement of the related outcome. The resources listed in this paper can contribute positively to MOF outcomes, but they can only contribute incrementally. Effectively managing IT services as MOF describes requires doing many things well, and a reliable, compliant technology is only one part of the equation.

Focus on the outcomes as much as the resources. The resources listed in this paper are means to various ends, those ends being MOF’s service- and business-oriented outcomes. The focus should always be on achieving the right outcomes consistently and efficiently, regardless of the resources used.



Navigating MOFIf you are not already familiar with MOF, this section provides the essential information you’ll need to know in order to obtain full value from the paper.

Figure 2. MOF Service Management Lifecycle

About MOFMicrosoft Operations Framework (MOF) consists of integrated best practices, principles, and activities that provide comprehensive guidelines for achieving reliability for IT solutions and services. MOF provides question-based guidance that helps you determine the outcomes and activities necessary to keep your IT organization functioning effectively.

MOF encompasses key activities and processes involved in managing an IT service: from conception to development to operations, maintenance, and, ultimately, its retirement. Collectively, these represent the complete lifecycle of an IT service.

Fundamental ComponentsMOF’s fundamental components are described in the following table.

MOF Component What you need to know

Service Management Functions (SMFs)

Service Management Functions (SMFs) are the processes, people, and measurable outcomes required to align IT services to business requirements.

Phases The overall service lifecycle is broken into Phases, which group together SMFs and management reviews.

Manage Layer The Manage Layer establishes an integrated approach to IT service management activities, which helps coordinate the work of the SMFs in the three lifecycle phases.

Management Reviews Management reviews are the internal controls that assess and



MOF Component What you need to knowvalidate achievement of goals, readiness to move forward in the service lifecycle, and attainment of business value.



MOF Component What you need to know

Accountabilities The Team SMF defines Accountabilities, which represent a way of organizing IT work that ensures the right work gets done by assigning someone who is held accountable for whether it gets done,

Phase and Layer SnapshotsThese snapshots list the SMFs within each phase and layer, describing their overall objective and deliverables.

Plan Phase SMFsThe Plan Phase is where the business and IT partner to determine how IT can most effectively deliver services which enable the overall organization to succeed.

SMF Business/IT Alignment

Reliability Policy Financial Management

What it does Delivers the right services to the business.

Ensures service capacity, availability, continuity, and data integrity are aligned to the business needs in a cost-effective manner.

Defines and manages IT policies to make IT effective and support business priorities.

Accurately predicts, accounts for, and optimizes service costs and maximizes investments.

What it delivers IT service strategy IT standards IT policies IT financial plans and metrics

Deliver Phase SMFsThe Deliver Phase takes a service solution from vision through deployment, ensuring a stable solution in line with business requirements and customer specifications.

SMF Envision Project Planning

Build Stabilize Deploy

What it does Clearly communicates the project’s vision, scope, and risk.

Builds a project plan that all stakeholders agree is feasible and meets customer needs.

Builds a solution that meets the customer’s expectations and specifications as defined in the functional specification.

Resolves all issues and releases a high-quality solution that meets the customer’s expectations and specifications.

Deploys a stable solution that satisfies the customer, and successfully transfers it from the project team to the Operations and Support



teams.

What it delivers

Vision document

Project plan document

Developed solution

Tested, stable solution

Operational service

Operate Phase SMFsThe Operate phase ensures that deployed IT services are operated, monitored, and supported in line with SLA targets.

SMF Operations Service Monitoring and Control

Customer Service Problem Management

What it does

Defines, documents, and executes the work necessary to efficiently and successfully operate IT services.

Observes IT service health and initiates remedial actions to minimize the impact of service incidents and system events.

Provides users with a positive experience and addresses complaints or issues.

Determines the root causes of problems and predicts future problems.

What it delivers

Operations Guide IT health data Effective user service

Effective problem resolution

Manage LayerThe Manage Layer promotes consistency and accountability in planning and delivering IT services and provides the basis for developing and operating a resilient IT environment.

SMF Governance, Risk, and Compliance

Change and Configuration

Team

What it does

Supports, sustains, and grows the organization while managing risks and constraints.

Ensures changes are minimized and planned IT services are robust.

Organizes agile, flexible, and scalable teams doing required work.

What it delivers

IT objectives achieved; change and risk managed and documented.

Known configurations and predictable adaptations.

Clear accountabilities, roles, and work assignments.

Management Review SnapshotsThese snapshots outline the focus of the management reviews associated with each phase and layer.



Plan PhaseReview Service Alignment Portfolio

Focus Understanding the state of supply and demand for IT services and directing investments to make sure that the business value of IT is realized.

Understanding the concepts and requirements of proposed IT service changes, and deciding whether to invest further in the development of those concepts.



Deliver PhaseReview Project Plan Approved Release Readiness

Focus Approving the project’s functional specification, master plan, and master schedule so the solution can move to development.

Confirming the readiness of solution operability and supportability, the production environment, the customer and users, and the overall release package.

Operate PhaseReview Operational Health

Focus Regular and structured assessment of internal operating processes and service health to ensure efficiency and consistent achievement of target performance.

Manage LayerReview Policy & Control

Focus Regularly evaluate the appropriateness and effectiveness of the policies and controls in place across the IT service lifecycle.



Plan Phase SMFsThe Plan Phase includes the following SMFs: Business/IT Alignment Reliability Financial Management

Business/IT Alignment SMF

The Business/IT Alignment SMF ensures the goals, needs, and strategies of the business are in sync with the goals, needs, strategies, services, projects, and resources of the IT function.

The Business/IT Alignment SMF involves: Defining an IT service strategy. Identifying and mapping services. Identifying IT service demand and managing business requests. Developing and evaluating the IT service portfolio. Managing service levels.

Why Should I Care About It?When you apply this SMF effectively, you will: Better understand and document your capacity and capability. Better understand your customers’ expectations. Better match your work, resources, and investments to those expectations. Increase your ability to satisfy your customers.

How Can I Learn More?Read the MOF Business/IT Alignment SMF white paper to learn more.

http://technet.microsoft.com/en-us/library/cc543303.aspx

Team SMF AccountabilitiesService is the primary accountability: The Supplier Manager ensures effective vendor relationships. The Portfolio Manager ensures available services are accurately reflected in the service catalog. The Account Manager drives effective relationships with customers and users in the business.




Outcomes Health indicators

Customers…Consider IT a strategic asset.

The business continues to invest in enhancements or new services.

The business consults with IT as part of strategic decisions, acquisitions, or new directions.

The Provider...Has a strategic plan.

The business and IT publish and measure an annual IT service strategy that links IT and business goals, metrics, budgets, risks, and action plans.

Has an understanding of its capabilities and resources.

IT has a predictable model for estimating resource consumption and the adoption of new technologies.

IT measures business demand of services offered and uses this information for planning purposes.

Maintains a set of defined services and projects that support the strategic plan.

IT has a published service portfolio that identifies all projects.

IT has a published service catalog that identifies and describes all services offered.

How can I contribute to Business/IT Alignment SMF outcomes?

Essentials actions

Understand existing capabilityThis means:

Assessing the IT oranization’s capability to deliver on strategic initiatives

Evaluating skill, staffing, and financial constraints

Identifying opportunities to engage partners or vendors to provide services or service components

Link prospective IT initiatives to business goals and prioritiesThis means:

Strategizing in collaboration with business representatives

Stating IT goals in terms of business goals and measuring outcomes in business terms

Mapping and prioritizing business functions to IT services

Establishing the key IT initiatives that support business objectives

Establishing criteria for prioritizing initiatives, governance guidelines, and risk factors

Assigning responsibility for reviewing and approving proposed initiatives

Publishing and communicating strategies to the organization

Developing protocols for submission of IT project proposals

Design and define IT servicesThis means:

Identifying business and IT accountabilities and responsibilities for IT services



How can I contribute to Business/IT Alignment SMF outcomes?

Essentials actions

Determining what the organization calls the service

Identifying the core infrastructure services and corresponding accountabilities and responsibilities

Identifying service users, business contexts, and usage patterns

Defining service components and ownership including hardware, software, internal, and external

Mapping services that expose components and dependencies

Structuring the service portfolio

Designing, populating, and publishing a service catalog

Establishing achievable SLAs, OLAs, and UCs for each service

Implementing periodic service reviews to include SLA, OLA, and UC performance

Measure service level attainmentThis means:

Determining how IT performance will be measured and how it contributes to business performance

Establishing reporting protocols, policies, and required participants

Determining how improvement opportunities should be identified

Assessing achievement of availability targets and the root causes of underachievement

Assessing the capacity of services and the root causes of under- or over-capacity

Confirming the adequacy of software licensing

Products that help

You can… Using… With this functionality…

Measure service level attainment.

The Service Level Dashboard for System Center Operations Manager 2007 helps you ensure business-critical applications and systems are available and performing at acceptable levels by evaluating the service level attainment of an individual resource or group of resources over a selected time period.






Link prospective IT initiatives to business goals and priorities.

Project Server 2010 Portfolio Strategy features allow organizations to methodically rank prospective projects by evaluating project proposals against prioritized business goals and applying automated analytics to rank projects in terms of greatest value and lowest cost.

http://blogs.msdn.com/project/archive/2009/11/11/project-2010-introducing-portfolio-analysis.aspx

Platform-specific resources that help

You can… For… With this resource…

Understand existing capability

Design and define services

The Exchange Service Map is a logical display of the relationships between parent and child services and their respective owners.

http://www.microsoft.com/technet/prodtechnol/exchange/guides/ExMgmtGuide/dd3531d4-e058-441b-86dd-bdb667795d15.mspx?mfr=true

Reliability SMF

The Reliability SMF ensures that services are accessible, dependable, perform without interruption, and require minimal maintenance.

The Reliability SMF involves planning, implementing, monitoring, and improving IT services in terms of: Confidentiality Integrity Availability Continuity Capacity

Why Should I Care About It?When you apply this SMF effectively, you will: Minimize service disruptions. Ensure capacity consistently matches business needs. Improve IT’s ability to recover and continue providing critical services. Better maintain data integrity and confidentiality. More predictably achieve SLA targets.









How Can I Learn More?Read the MOF Reliability SMF white paper to learn more.


Team SMF AccountabilitiesArchitecture is the primary accountability: The Architecture Manager ensures current and future architecture meets reliability requirements. The Reliability Manager uses input from the Service Monitoring and Control SMF to ensure the

current environment delivers on reliability requirements. The Architect designs future solutions to achieve reliability requirements.

Outcomes As measured by…

Services…Capacity matches business needs.

Adherence to a proactive capacity plan.

Number of capacity-related service disruptions.

Are available to users when needed.

Adherence to a proactive, cost-justified availability plan.

Number of service failures.

Number of service disruptions from anticipated failures.

Are available as required during significant failures.

Alignment of the IT disaster recovery plan to the business continuity plan.

Tested, trusted, recovery plan supported by the business.

Maintain satisfactory data integrity and confidentiality.

Amount of data classified and managed according to business policy.

Number of exceptions to data handling and integrity requirements.

How can I contribute to Reliability SMF outcomes?

Essential actions




Maintain or improve service availabilityThis means:

Proactively designing for high availability and mitigating single points of failure

Reviewing and learning from historic resilience and related issues

Setting specific and acheivable recoverability targets

Ensuring vendor-delivered components can meet established targets

Developing, documenting, and rigorously executing routine preventive maintenance tasks

Programatically identifying and managing availability risks and mitigation plans

Better recover services in the event of a disasterThis means:

Understanding the organization’s business continuity plan and definition of critical systems

Confirming the relationship between service-specific and organization-wide disaster recovery plans

Determining the most appropriate recovery scenario in terms of risk, cost, and speed

Understanding legal and regulatory obligations

Regularly testing and adjusting recovery plans

Communicating recovery plans to users and staff

Maintain or improve data integrityThis means:

Generating and communicating security policies that address data handling

Understanding how services use data and facilitate information transfer

Understanding data criticality, regulatory oversight, and reporting requirements

Understanding retention and disposal requirements

Understanding who needs access to data, when, and how

Promptly recognizing and responding to data that is comprimised

Automating data security management and technical measures to prevent breaches

Perforning regular audits and penetration tests to identify weaknesses

More efficiently manage capacityThis means:

Understanding future business and IT plans for growth that may affect the capacity requirements

Understanding how dependent services affect capacity

Understanding peaks and demand variations that affect the capacity requirements

Planning capacity during service design and avoiding the need to retrofit services later

Achieving capacity requirements with the greatest simplicity and cost effectiveness

Proactively reviewing capacity requirements to avoid remedial work

Automating monitoring and alerting wherever possible to avoid human error

Products that help

You can… Using… With this functionality…



Maintain or improve service availability.

System Center Operations Manager has special High Availability Connectors to ensure sufficient monitoring capabilities to support a high-availability environment.

http://technet.microsoft.com/en-us/library/dd795263.aspx

Better understand and manage service capacity.

The Operations Manager 2007 Model Wizard facilitates specification of site and network information, server count, management information from consoles and agents, hardware preferences, and server roles to produce a summary and a capacity model based on those specifications.


Better recover services in the event of a disaster.

Bare Metal Recovery of Windows Server® 2008 with System Center Data Protection Manager outlines the use of DPM 2007 SP1 with the Windows Server Backup (WSB) utility to perform a bare metal recovery to restore an entire server without an operating system.

http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=437852ea-f59a-4a0f-8dd5-21c4359d6716


Microsoft System Center Data Protection Manager (DPM) 2007 Disaster Recovery explains how to restore systems and data in the event of a partial or complete failure, including how to prepare for disaster recovery and how to rebuild protected servers and the DPM server when server failure occurs, by using a combination of the features in DPM and the DPM System Recovery Tool.

http://technet.microsoft.com/en-us/library/bb808920.aspx















Windows System Resource Manager allows management of server processor and memory usage with standard or custom resource policies to help ensure all the services provided by a single server are available on an equal basis or that resources will always be available to high-priority applications, services, or users.



The Reliability Infrastructure consists of operating system diagnostic, monitoring, and analytic tools that help reduce restarts, eliminate memory leaks, and optimize resource utilization.

http://technet.microsoft.com/en-us/library/cc732712(WS.10).aspx


The Failover Cluster Design Guide provides guidance on deployment goals and the resulting decisions and design considerations when creating failover clusters intended to increase availability for important applications and services.

http://technet.microsoft.com/en-us/library/dd197569(WS.10).aspx


Microsoft SQL Server® 2008 Failover Clustering builds on Windows Server failover clusters to provide high-availability through redundancy at the instance level.

http://technet.microsoft.com/en-us/library/ms189134.aspx














Ensuring High Availability in Microsoft Exchange Server 2010 describes architectural features including integrated service availability, data availability, and automatic recovery, which provide the basis for a single high-availability solution.

http://technet.microsoft.com/en-us/magazine/ee835711.aspx

Minimize capacity-related service disruptions.


Exchange 2010 Mailbox Server Capacity Planning is made easier by automatic failover protection at the individual mailbox database level instead of at the server level.

http://technet.microsoft.com/en-us/library/ee712771.aspx

Maintain or improve data integrity.


Understanding Backup, Restore, and Disaster Recovery for Exchange 2010 helps structure and clarify the complex process of planning for data protection and determining the best ways to protect data.


More effectively manage capacity.

Capacity management and sizing for SharePoint® Server 2010 includes concepts and approaches to understanding capacity needs and capabilities of your deployment and the application impacts that affect capacity.

http://technet.microsoft.com/en-us/library/cc261700(office.14).aspx


Business Continuity for SharePoint Server 2010 outlines capabilities important to a continuity strategy including versioning, Recycle Bin, Records Center, backup and recovery, availability, and disaster recovery.














Policy SMF

The Policy SMF helps translate organizational goals and values into written policies.

The Policy SMF involves: Determining areas requiring policy. Creating policy. Validating policy. Publishing policy. Enforcing and evaluating policy. Reviewing and maintaining policy.

Why Should I Care About It?When you apply this SMF effectively, you will: Ensure your policies reflect what the organization wants. Communicate and enforce your policies effectively. Set clear expectations for standards of behavior.

How Can I Learn More?Read the MOF Policy SMF white paper to learn more.


Team SMF AccountabilitiesPolicy is the primary accountability: The IT Executive Officer ensures policies support organizational goals and regulatory requirements. The IT Manager communicates policies that are usable and enforceable. The IT Policy Manager delivers effective, current, and applicable policies that address business,

regulatory, and industry requirements.


Services…Comply with regulations.

All regulatory audits are passed with no deficiencies.

The Provider...Maintains IT policies that support management objectives.

Audits of policies indicate that they appropriately reflect management objectives.

Utilizes policies. There are no audit issues related to activities defined in policies.

Complies with All compliance audits are passed with no deficiencies microsoft.com/solutionaccelerators



regulations. (for example, security, privacy, or standards of conduct).



How can I contribute to Policy SMF outcomes?

Essential actions

Develop appropriate policiesThis means:

Understanding the near-term and long-term goals of the business

Understanding contingency plans for the business

Obtaining executive sign-off to communicate policy direction to the organization

Assesing the effectiveness of current policies and procedures

Reviewing audit issues that reflect ineffective, inappropriate, or non-existent policies

Assessing the compliance of applications and systems with policy intent

Analyzing the current future states of technology, practices, and resources

Assigning responsibility for the policies including review and maintenance procedures

Establishing the mediation process in the event of a policy stalemate

Establishing a consistent repository, structure, and review process for policies

Driving data retention policies in accordance with legal and regulatory obligations

Publishing and communicating policies and including channels for questions and feedback

Ensure compliance with regulations and policiesThis means:

Evaluating and optimizing policy enforcement controls

Determining and executing appropriate notifications and recording of enforcement

Determining and executing appropriate corrective actions

Establishing and documenting exceptions

Analyzing enforcement in terms of volume, root causes, and cost-effectiveness

Analyzing violations in terms of volume, justification, patterns, and unintended consequences

Identifing opportunities for improving existing policies and enforcement controls

Establishing periodic reviews of partners’ compliance with policies

Systematically reviewing policies for clarity, intent, relevance, accuracy, and legality

Assessing feedback, considering, and implementing justifiable changes to policies


If you want to For this product This resource can help

Ensure compliance with regulations and policies.

Advanced Security Audit Policy Step-by-Step Guide demonstrates the process of setting up an advanced Windows® 7 and Windows Server 2008 R2 security auditing policy infrastructure and creating, applying, and verifying advanced audit policy settings.







If you want to For this product This resource can help


Windows Server 2008 Group Policy features information on using Group Policy for centralized configuration management of the operating system and applications that run on the operating system.


Develop appropriate policies.


Planning and Deploying Advanced Security Audit Policies explains options security policy planners must consider and the tasks they must complete to deploy an effective security audit policy in a network that includes computers running Windows 7 or Windows Server 2008 R2.

http://technet.microsoft.com/en-us/library/ee513968(WS.10).aspx

Develop appropriate policies.


The Exchange 2010 Messaging Policy and Compliance collection supports compliance with organizational, legal, and regulatory email policies through guidance on message classification, transport rules, information rights management, journaling, messaging records management, multi-mailbox searches, and personal archives.

http://technet.microsoft.com/en-us/library/aa998599.aspx

Ensure compliance with regulations.

The Enterprise Policy Management (EPM) Framework leverages and extends the SQL Server 2008 Policy-Based Management feature across an entire SQL Server enterprise and can be used to automate evaluation of policies against a defined set of instances of SQL Server, centralize policy evaluation history to a single source for enterprise reporting, and define best practices for implementing policy evaluation.

http://msdn.microsoft.com/en-us/library/dd542632.aspx











Financial Management SMF

The Financial Management SMF describes activities and considerations that improve the value and financial performance of IT services.

The Financial Management SMF involves: Establishing service requirements and planning a budget. Managing finances. Performing IT accounting and reporting.

Why Should I Care About It?When you apply this SMF effectively, you will: Accurately and predictably budget for IT costs. Fully account for IT service costs. Create the opportunity to recover service delivery costs from customers. More accurately perform cost-benefit analysis of proposed IT investments.

How Can I Learn More?Read the MOF Financial Management SMF white paper to learn more.


Team SMF AccountabilitiesManagement is the primary accountability: The IT Manager ensures the IT portfolio delivers desired business value, drives accurate resource

forecasting, and maintains known IT services costs and returns. The IT Finance Manager ensures IT budget and accounting are accurate and timely. The Business Relationship Manager validates IT’s understanding of business requirements and

considers technology opportunities and constraints in business strategy.


Services…Deliver business value.

Consistency and completeness of business value analysis for proposed projects.

Consistency and value of project benefits realized.

The Provider...Maintains effective and accurate IT cost accounting.

Completeness and quality of IT cost accounting and tracking.

Costs reviewed and improvements in progress.

Recovers costs effectively.

Fairness of customer charges.

Appropriateness and relevance of the charging model for microsoft.com/solutionaccelerators




the organization.

Effectively maintains and manages IT budgets.

Comprehensiveness of financial understanding within IT.

Closeness of actual budget to projected budget; absence of surprises.

How can I contribute to Financial Management SMF outcomes?

Essential actions

Assess the business value of IT servicesThis means:

Establishing the impact of IT services on business results

Establishing business dependencies on IT services and the business cost of downtime per service

Systematically communicating IT performance in terms of business contribution

Identifying improvements that will result in greater impact on business results

Creating standard business value criteria to drive funding decisions for key initiatives Identifying the entire service delivery chain in terms of service components Making the entire IT organization aware of the impact of IT activities on business value



Assess the business value of IT services.

The Microsoft Integrated Virtualization Calculator uses basic input information and industry metrics to calculate savings, business benefits, and return on investment for Microsoft virtualization solutions.

https://roianalyst.alinean.com/msft/AutoLogin.do?d=307025591178580657

Assess the business value of IT services.

The Windows 7 ROI Tool Lite helps assess current PC total cost of ownership (TCO), potential cost savings, and productivity improvements from implementing Windows 7.








Deliver Phase SMFsThe Deliver Phase includes the following SMFs: Envision Project Planning Build Stabilize Deploy

Envision SMF

The Envision SMF forms the solution’s core project team, communicates the project vision and scope, and assesses the project’s risks.

The Envision SMF involves: Organizing the core project team. Writing the vision/scope document. Approving the vision/scope document.

Why Should I Care About It?When you apply this SMF effectively, you will: Capture and analyze business requirements. Begin to plan the right solution to meet those requirements. Articulate the right vision and scope for the project. Organize the right team members. Set the stage for more detailed project planning.

How Can I Learn More?Read the MOF Envision SMF white paper to learn more.


Team SMF AccountabilitiesSolution is the primary accountability: The Solution Manager provides ongoing oversight. The Program Manager sets design goals, describes the solution concept, and creates the project

structure. The Product Manager sets overall goals, identifies customer needs, determines project

requirements, and produces the vision/scope document.





The provider…Clearly understands, documents, and communicates project vision and scope.

The number and extent of miscommunications and misunderstandings found later on in the project.

The consistency of the vision and scope throughout the project.

The approval of the vision/scope document by the team and stakeholders.

Signoff on the Vision/Scope Approved Milestone.

Clearly understands, documents, and communicates project risks.

The number of unaddressed issues occurring during the project.

Approval of the risk assessment by the team and stakeholders.

Signoff on the Vision/Scope Approved Milestone.

Note The Deliver Phase is effectively a lifecycle within a lifecycle, with work cascading from one SMF to the next. It’s difficult to do any single Deliver Phase SMF without doing all the rest. For this reason, all product resources helpful to achieving Deliver Phase SMFs appear as one group beginning on page 29.

Project Planning SMF

The Project Planning SMF delivers a clearly scoped plan for building and delivering an IT service solution.

The Project Planning SMF involves: Evaluating products and technologies. Writing the functional specification. Packaging the master project plan. Creating the master schedule. Reviewing the Project Plans Approved Milestone.

Why Should I Care About It?When you apply this SMF effectively, you will: Drive agreement with customers on the details of what will be delivered and when. Achieve clarity on project risks and priorities. Effectively finalize resources and schedule estimates.

How Can I Learn More?Read the MOF Project Planning SMF white paper to learn more.





Team SMF AccountabilitiesSolution is the primary accountability: The Solution Manager provides ongoing oversight. The Program Manager sets design goals, describes the solution concept, and creates the project

structure. The Product Manager sets overall goals, identifies customer needs, determines project

requirements, and produces the vision/scope document.


The solution…Design and features are clearly documented in the functional specification.

Number of bugs filed during development.

Number of change requests needed for clarification.

Approval of the functional specification by the team and stakeholders.

Signoff on the Project Plans Approved MR.

Number of support tickets during pilot or other phases of the project.

Design and features are clearly traceable to business, user, operational, and system requirements.

Number of features that cannot be traced to requirements.

Approval of the functional specification by the team and stakeholders.


Features project plans that clearly describe the tasks for which the project team is responsible and the schedules for performing those tasks.

Number of tasks completed on schedule and as planned.

Approval of the master project plan by the team and stakeholders.

Approval of the master project schedule by the team and stakeholders.


Build SMF

The Build SMF develops the solution deliverables and documentation, creates the development and test lab, and prepares the solution for pilot deployment.

The Build SMF involves: Preparing for development. Building the IT service solution. Preparing to release the solution. Meeting requirements for the Scope Complete Milestone.



Why Should I Care About It?When you apply this SMF effectively, you will: Ensure solution deliverables meet customer expectations. Ensure solution documentation and the test lab are prepared properly. Satisfactorily prepare the solution for pilot deployment.

How Can I Learn More?Read the MOF Build SMF white paper to learn more.


Team SMF AccountabilitiesSolution is the primary accountability: The Solution Manager provides ongoing oversight. The Program Manager ensures specification maps to what is being built. The Product Manager provides ongoing management of customer expectations.


The solution…Delivered to the customer is free of defects.

Number of bugs unresolved or deferred.

Signoff on the Scope Complete Milestone.

Meets customer expectations and specifications as defined in the functional specification.

Number of design change requests filed.

Number of bugs filed for incorrect implementation.

Signoff on the Scope Complete Milestone.

Is delivered to the customer within the schedule’s specified timeline.

Date the Scope Complete Milestone is approved.

Stabilize SMF

The Stabilize SMF releases the highest-quality solution possible at the Release Readiness Milestone.

The Stabilize SMF involves: Stabilizing a release candidate. Conducting a pilot test. Reviewing the Release Readiness Management Review.




Why Should I Care About It?When you apply this SMF effectively, you will: Ensure the highest quality solution possible at the time of release.

How Can I Learn More?Read the MOF Stabilize SMF white paper to learn more.


Team SMF AccountabilitiesSolution is the primary accountability: The Solution Manager provides ongoing oversight. The Program Manager sets design goals, describes the solution concept, creates the project

structure, and documents requirements to test against. The Product Manager participates in overall testing and applies the organization’s needs to testing

process.


The solution…Is stable and of high quality.

Achievement of bug convergence and zero bug bounce.

Number of unresolved bugs in the issue-tracking database.

Issues found by testing and through pilot feedback are resolved.

Number of unresolved bugs in the issue-tracking database.

Signoff on the Release Readiness Milestone.

Meets customer expectations and specifications as defined in the functional specification.

Signoff on the Release Readiness Milestone.

Deploy SMF

The Deploy SMF releases a stable solution into the production environment.

The Deploy SMF involves: Deploying core IT service solution components. Deploying sites. Stabilizing deployment. Reviewing the Deployment Complete Milestone.




Why Should I Care About It?When you apply this SMF effectively, you will: Ensure the most stable solution is released to the production environment. Effectively transfer responsibility for the solution from the project team to the appropriate operations

and support teams.



How Can I Learn More?Read the MOF Deploy SMF white paper to learn more.


Team SMF AccountabilitiesSolution is the primary accountability: The Solution Manager provides ongoing oversight. The Program Manager ensures that the solution is within agreed scope and manages the

stabilization of the solution. The Product Manager processes customer feedback, assesses the deployment, and signs off on the

deployment.


The customer…Is satisfied with and accepts the deployed solution.

Number of sites fully deployed.

Signoff on the Deployment Complete Milestone.

The solution...Is stable and deployed to the production environment.

Number of support issues opened post deployment.

Is successfully transferred from the project team to the operations and support teams.

No project team members still actively involved in the project.

Number of support escalations from operations and support teams.

How can I contribute to Deliver Phase SMF outcomes?

Essential Actions

Define accurate specifications, scope, and risksThis means:

Establishing and documenting the project’s structure including goals, scope, roles, and risks

Assembling the core project team of resources with appropriate skills and availability

Documenting the project vision and scope including business opportunity and solutions concept

Assessing, documenting, and clearly communicating project risks

Gaining stakeholder agreement and signoff on the project’s vision and scope

Develop clear and comprehensive project plansThis means:

Evaluating and prototyping products and technologies that fit project and organizational requirements

Documenting usage scenarios and business, operations, system, and user requirements

Writing the functional specification and the conceptual, logical, and physical designs





Essential Actions

Developing individual project plans that address:

Availability

Backup and recovery

Budget

Capacity

Communications

Deployment

Development

Migration

Monitoring

Operations

Performance

Pilot

Purchasing and facilities

Security

Support

Testing

Training

Rolling up individual plans into a master project plan

Developing realistic, prioritized, risk-driven schedules

Gaining stakeholder agreement and signoff on the project plan

Build defect-free solutionsThis means:

Building a development lab representative of the production environment

Establishing formal issue-tracking procedures including policies for communication and review

Ensuring testers are well prepared and properly equipped to test the solution

Developing test specifications that validate the success of the solution build

Developing solution deliverables including release notes, code, and configuration documentation

Testing the solution based on the test plan and test cases and using issue-tracking procedures

Preparing for release by refining the pilot plan, deployment plan, and deployment infrastructure

Planning training and communications so all affected parties get exactly the information they need

Gaining stakeholder agreement and signoff on the solution deliverables

Prepare solutions for successful releaseThis means:

Identifying and resolving bugs until the solution stabilizes and a release candidate is identified

Testing the release candidate and refining training, deployment, operations, and monitoring plans




Essential Actions

Conducting user acceptance testing to ensure the solution satisfies user requirements

Piloting the solution and collecting user feedback

Gaining stakeholder agreement and signoff on the readiness of the release

Release solutions with predictable resultsThis means:

Deploying the solution’s core components to production in a controlled manner

Monitoring and stabilizing the solution immediately after deployment

Transferring solution ownership from the project team to the ongoing support and operations teams

Gaining stakeholder agreement and signoff that deployment is complete




You can… For… Using this resource…

Define accurate specifications, scope, and risks.

Develop clear and comprehensive project plans.

Build defect-free solutions.

Prepare solutions for successful release.

Release solutions with predictable results.

The Infrastructure Planning and Design series helps you clarify and streamline your Windows Server 2008 infrastructure design with topology and scenario-based guidance on critical architectural decisions to be addressed, available options, and design validation.

http://technet.microsoft.com/en-us/solutionaccelerators/ee382254.aspx






The Microsoft Deployment Toolkit provides a common console with comprehensive tools, guidance, and job aids to efficiently manage large-scale automated deployments of Windows 7 and Windows Server 2008 R2.

http://technet.microsoft.com/en-us/solutionaccelerators/dd407791.aspx














Planning for Exchange 2010 topics cover important production installation information and decisions including system requirements, Active Directory Domain Services, permissions, and mailbox storage design.







The Exchange Pre-Deployment Analyzer helps you evaluate your environment and provides a detailed report that will alert you if there are any issues that could prevent you from deploying Exchange 2010.

http://www.microsoft.com/downloads/details.aspx?FamilyID=88b304e7-9912-4cb0-8ead-7479dab1abf2&displaylang=en






The Deploying Exchange 2010 series features guidance on a range of deployment topics including prerequisites, security hardening, DNS, new and upgrade installation approaches, post-deployment configuration, as well as server role-based installation guide template documents.


















The Infrastructure Planning and Design guide SQL Server 2008 addresses fundamental tasks to identify required SQL Server roles, determine infrastructure components, server placement, and the necessary fault-tolerance configuration as well as to optimize policy-based management.







The SQL Server 2008 R2 Installation series covers planning, installation, and configuration including considerations for installing the SQL Server Database Engine, Analysis Services, PowerPivot for SharePoint, Reporting Services, Integration Services, Server Replication, and Server Management.

http://technet.microsoft.com/en-us/library/bb500469(SQL.105).aspx






The Deployment for SharePoint 2010 series includes information about deployment scenarios, installation instructions for new installation and upgrades, and post-installation configuration steps.

















Planning and Architecture for SharePoint Server 2010 features planning and architecture guides to develop conceptual, logical, and physical designs for configuring Microsoft SharePoint Server 2010 features, servers, and topologies to ensure reliability, availability, and scalability.






Operate Phase SMFsThe Operate Phase includes the following SMFs: Operations Service Monitoring and Control Customer Service Problem Management

Operations SMF

The Operations SMF ensures the effective and efficient day-to-day operations of a production IT service.

The Operations SMF involves: Defining operational work requirements. Building operational work instructions. Planning operational work. Executing operational work. Maintaining operational work instructions. Managing operational work.

Why Should I Care About It?When you apply this SMF effectively, you will: Ensure work required to successfully operate IT services has been identified and described. Reduce reactive work. Minimize service disruptions and downtime. Execute recurring and on-demand tasks effectively and efficiently.

How Can I Learn More?Read the MOF Operations SMF white paper to learn more.


Team SMF AccountabilitiesOperations is the primary accountability: The Operations Manager provides management oversight. The Technology Area Manager ensures work instructions are carried out as intended. The Monitoring Manager ensures needed monitoring information is generated.





Services…Meet availability expectations.

Number of service availability, service level agreement (SLA) targets missed.

Reflect improved operations following releases and/or changes.

Number of incidents the first month.

The Provider...Staff is more efficient.

Number of Operations staff, number of work hours used outside operations plan.

Reduces reactive work. Reduction in number of incidents.

How can I contribute to Operations SMF outcomes?

Essential actions

Optimize staff time and effort spent on operations workThis means:

Identifying operational maintenance, administration, security, monitoring, and reporting tasks

Determining optimal delivery methods for operational tasks including opportunities for automation

Identifying resources with key knowledge of technologies, infrastructure, architecture, and operations

Identifying and gathering relevant internal and vendor documentation and guidance

Developing and testing work instructions for operational tasks

Prioritizing and categorizing work including identification of dependencies and constraints

Building the work schedule and resource assignments

Maintaining and optimizing tasks, scheduling, resource assignments, and work instructions

Verifying and logging work performed

Meet service level agreementsThis means:

Scheduling operational work to reduce impact on end users

Optimizing the sequence of operational work to reduce impact to service availability



Optimize staff time and effort spent on operations work.

Meet service level agreements.

Operations for SharePoint Server 2010 features guidance on efficiently operating and maintaining servers, server farms, sites, and solutions including backup and recovery, managing databases, web application management, service application management, health monitoring, security and





permissions administration, managing site collections, service applications and services, features such as workflow, and sandboxed solutions.



Understanding Priority Queuing explains how prioritized delivery of messages based on the message priority can be helpful in defining specific service level agreement (SLA) requirements for message delivery times.



Understanding Delivery Agents describes how Delivery Agent connectors allow analysis of performance against service level agreements (SLAs) by tracking the latency of message delivery to the foreign system.


Service Monitoring and Control SMF

The Service Monitoring and Control (SMC) SMF ensures that services are operated, maintained, and supported in line with service level agreement (SLA) targets through real-time observation and alerting about IT health conditions.

The Service Monitoring and Control SMF involves: Defining service monitoring requirements. Implementing a service. Conducting continuous monitoring.

Why Should I Care About It?When you apply this SMF effectively, you will: Observe and build data on IT service health and performance trends.









Take remedial actions that minimize the impact of service incidents and system events. Understand the infrastructure components responsible for the delivery of services.

How Can I Learn More?Read the MOF Service Monitoring and Control SMF white paper to learn more.


Team SMF AccountabilitiesOperations is the primary accountability: The Monitoring Manager monitors IT service health, helps define IT service to be monitored, and

helps prepare service component health model. The Scheduling Manager avoids scheduling conflicting work. The Operations Manager drives definition of IT service to be monitored and preparation of service

component health model.





Services…Meet availability expectations.

Percent of time service is available.

Service levels and operating levels are not breached.

Number of breaches to SLAs and OLAs.

Service incidents are proactively prevented.

Number of service incidents.

How can I achieve Service Monitoring and Control SMF outcomes?

Essential actions

Monitor and meet service availability expectationsThis means:

Defining IT services to be monitored including service level requirements and business criticality

Preparing a service component health model including CIs, dependencies, and failure events

Understanding reliability requirements

Assigning and preparing groups responsible for monitoring

Identifying monitoring solutions considering service requirements, available tools, and constraints

Documenting monitoring requirements including tasks, alerts, key knowledge, and reporting

Establishing notification policies, communication methods, handling procedures, and coverage hours

Identifying events that qualify as incidents and needs for correlating events

Assigning responsibility for event analysis and establishing standard handling procedures

Establishing event resolution procedures including escalation

Prevent service incidentsThis means:

Establishing procedures for promptly resolving and escalating events

Producing reporting and statistics on events

Conducting operational health management reviews

Planning and executing improvements resulting from monitoring and operational health reviews



Products that help

You can… Using… With this resource…

Monitor and meet service availability expectations.

Prevent service incidents.

How to Configure Incident SLAs in System Center Service Manager covers associating service level agreements (SLAs) with incidents and how to set up customized reporting, notification, and escalation for incidents nearing an SLA breach.

http://blogs.technet.com/servicemanager/archive/2010/05/06/incident-sla-management-in-service-manager.aspx



Introducing System Center Virtual Machine Manager Performance & Resource Optimization (PRO) provides the minimizing of downtime, accelerating time to resolution, and, for advanced users, with carefully designed policies, achieving a self-healing, auto-recovery, hands-free management experience.

http://blogs.technet.com/chengw/archive/2008/05/21/scvmm-2008-performance-resource-optimization-pro.aspx



How to Create an Alert Logging Latency Report in Operations Manager 2007 describes how to create an alert logging latency report for a managed computer that shows how much time occurs between when an alert is generated until it is written into the Operations Manager database.




Microsoft System Center Configuration Manager 2007 Dashboard is a customizable SharePoint-based utility that tracks application and operating system deployments, security updates, the health status, and IT compliance.

http://www.microsoft.com/downloads/details.aspx?familyid=27FE0D80-38C6-464A-953A-1C2EDCF35C2D&displaylang=en














Products that help




System Center Operations Manager enables configuration of a service level objective (SLO) to define the availability and performance goals for an application.



System Center Operations Manager 2007 Configuration Pack for Configuration Manager 2007 contains configuration items to manage Operations Manager 2007 server roles.

http://pinpoint.microsoft.com/en-US/PartnerDetails.aspx?PartnerId=4297702754&ProductId=12884902162&CurrentTab=1


Microsoft System Center Service Manager 2010 helps manage incidents and problems by implementing and automating help desk ticketing processes that comply with the best practices that are described in Microsoft Operations Framework (MOF) and the IT Infrastructure Library (ITIL).

http://technet.microsoft.com/en-us/library/ff461162.aspx


Designing a health model System Center Operations Manager 2007 explains how to create a health model for an application which can be used to accurately measure the health of each class in the service model.

















Windows Server Operating System Management Pack for Operations Manager 2007 monitors the performance, health, and availability of Windows Server 2008, Windows Server 2008 R2, Windows Server 2003, Windows Server 2003 R2, and Windows 2000 Server.




Microsoft SQL Server Management Pack for Operations Manager 2007 provides the capabilities for Operations Manager 2007 to monitor the availability and performance of SQL Server 2000, SQL Server 2005 and SQL Server 2008 installations and components.




The Exchange Management Console (EMC) is a Microsoft Management Console (MMC) 3.0-based tool that provides Exchange administrators with a graphical user interface (GUI) to manage the configuration of Exchange organizations.




The Microsoft Exchange Server 2010 Management Pack for System Center Operations Manager 2007 centralizes the monitoring of Exchange 2010 events to indicate, correct, and prevent outages and performance degradation.

http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=7150bfed-64a4-42a4-97a2-07048cca5d23


















The Reporting Services for Exchange 2007 Management Pack enables reporting on service availability, anti-spam statistics, and performance and usage metrics.

http://technet.microsoft.com/en-us/library/bb201739(EXCHG.80).aspx



Monitoring High Availability and Site Resilience provides guidance on the built-in tools and features that can be used as part of regular proactive monitoring when Exchange is configured for high availability or site resilience.


Customer Service SMF

The Customer Service SMF is the entry point for users who need to engage IT with their questions and concerns.

The Customer Service SMF involves: Recording and determining the nature of a customer’s request. Resolving requests for information, for existing and new features, and for changes. Resolving incidents. Ensuring good customer service.

Why Should I Care About It?When you apply this SMF effectively, you will: Minimize the impact of incidents on users. Deliver support efficiently. Provide the most positive possible experience for users.

How Can I Learn More?Read the MOF Customer Service SMF white paper to learn more.









Team SMF AccountabilitiesOperations is the primary accountability: The Customer Service Representative interacts with customers and records, categorizes,

classifies, resolves, and closes customer requests. The Customer Service Manager oversees customer service. The Incident Resolver resolves incident requests, including troubleshooting, escalating if

necessary, and applying a fix or workaround.


Customers…Maintain business productivity.

Time to restore services or service features to a satisfactory operational state.

Quality of guidance and ”how to” information.

The provider…Increases the value added by IT.

Time to complete service fulfillment requests.

Level of user satisfaction.

Improves business functionality, competitiveness, and efficiency.

Assess requests for new services and features for potential fulfillment by existing services.

Filter out insufficient justification for new services and features.

How can I achieve Customer Service SMF outcomes?

Essentials actions

Maintain business productivityThis means:

Documenting user help requests and recording contact information

Receiving and reviewing help requests generated by user self-service systems and alerts

Capturing details of the request including the affected service, evidence, and successful outcomes

Validating the data accompanying automated requests

Identifying and promptly handling requests relating to failures

Identifying and appropriately handling requests for information or new service functionality

Escalating requests related to unsupported services

Assigning accurate urgency and impact to each request and prioritizing work accordingly

Maintaining accessible knowledge articles and utilizing or sharing them in request resolution

Resolving help requests as quickly as possible and in line with established SLAs

Validating and fulfilling service fulfillment requests promptly

Products that help




Maintain business productivity.



Problem Management SMF

The Problem Management SMF reduces the occurrence of IT service failures and generates data and lessons to improve the stability of solutions.

The Problem Management SMF involves: Documenting the problem. Filtering the problem. Researching the problem. Researching the outcome.

Why Should I Care About It?When you apply this SMF effectively, you will: Reduce production failures.

How Can I Learn More?Read the MOF Problem Management SMF white paper to learn more.


Team SMF AccountabilitiesSupport is the primary accountability: The Problem Manager identifies problems from incidents lists. The Problem Analyst investigates and diagnoses underlying root causes. The Incident Resolver monitors incidents for evidence of problems.






The Provider…Identifies the root cause for problems and initiates activities to establish workarounds or permanent solutions.

Increase in the number of workarounds and permanent solutions to identified problems.

Analyzes trends to predict future problems and enable prioritization of problems.

Speed of problem resolution or avoided entirely.

Number of problems avoided entirely.

How can I achieve Problem Management SMF outcomes?

Essential actions

Resolve the root causes of problemsThis means:

Creating appropriately detailed problem records that integrate effectively with incident records

Classifying and prioritizing problems consistently based on service criticality, significance, and SLA

Filtering problems to ensure resolution of problems merits the potential effort to be invested

Recreating problems in a safe environment that closely resembles the production environment

Observing symptoms and applying appropriate root cause analysis techniques

Developing and documenting fixes and workarounds including deployment approach

Products that help


Resolve the root causes of problems.





Resolve the root causes of problems.

The Windows Server 2008 Technical Library provides troubleshooting information including server fundamentals documentation,





role-based troubleshooting information, detailed information about events found in the event log, and command-line diagnostic tools.


Manage Layer SMFsThe Manage Layer includes the following SMFs: Governance, Risk, and Compliance Change and Configuration Team

Governance, Risk, and Compliance SMF

The Governance, Risk, and Compliance (GRC) SMF ensures IT resources are optimized to meet business goals, compliance obligations, and risk tolerances.

The Governance, Risk, and Compliance SMF involves: Establishing IT governance. Assessing, monitoring, and controlling risk. Complying with directives.

Why Should I Care About It?When you apply this SMF effectively, you will: Establish clear and effective decision making in the management of IT assets. Effectively manage risk. Ensure compliance with applicable policies, laws, and regulations.

How Can I Learn More?Read the MOF Governance, Risk, and Compliance SMF white paper to learn more.


Team SMF AccountabilitiesManagement is the first accountability; Compliance is the second accountability: The IT Executive Officer ensures ownership, accountability, and progress toward goals. The IT Risk and Compliance Manager communicates expectations and coordinates efforts.







Services…Are soundly governed.

Achievement of expected returns on investment for IT activities.

Accuracy of forecasts for use of IT assets.

Speed and integrity of decisions.

Congruence of confidentiality, integrity, and availability of IT assets with business needs and directives.

Timeliness of policy creation and management.

Risks are effectively managed.

Proactive identification and management of potential threats and vulnerabilities to the assets of the enterprise.

Completeness and quality of the process for identifying risk.

Completeness and quality of the process for determining impact and probability.

Completeness and quality of the process for prioritizing and managing through mitigation, transfer, or acceptance.

Completeness and quality of the process for identifying appropriate controls and solutions.

Confidentiality, integrity, and availability of IT assets.

Comply with regulations, laws, and policies.

Quantification of the impact of laws and regulations on business value realization.

Number of applicable organizational policies, laws, and regulations identified.

Compliance of IT assets to laws and regulations.

Reporting of measurable controls for audit and management.

How can I achieve Governance, Risk, and Compliance SMF outcomes?

Essential actions



Identify and mitigate risksThis means:

Establishing the organization’s overall risk tolerance and approach to risk management

Developing a general plan for IT risk management

Identifying and characterizing risks based on the nature and criticality of services, systems, and data

Analyzing and prioritizing risks including specification of impacts on services, systems, and data

Designing and implementing effective control points and activities to mitigate risks

Applying controls and analyzing for expected functionality and contribution to intended objectives

Reporting regularly on risks and capturing lessons learned in a risk knowledge base

Monitor and improve complianceThis means:

Identifying applicable industry standards, regulations, laws, contracts, and compliance directives

Creating compliance and regulatory-driven policies that map to control objectives

Assessing and reporting on current compliance with relevant laws, regulations, and directives

Developing compliance plans to achieve and maintain compliance

Products that help


Identify and mitigate risks.

Various The Microsoft Security Assessment Tool 4.0 is a holistic risk-assessment tool for measuring an organization's security posture by covering topics relating to people, process, and technology and providing prescriptive guidance and recommended mitigation techniques. http://www.microsoft.com/downloads/details.aspx?familyid=CD057D9D-86B9-4E35-9733-7ACB0B2A3CA1&displaylang=en


Monitor and improve compliance.

Various The Microsoft Security Compliance Manager provides centralized security baseline management features, a baseline portfolio, customization capabilities, and security baseline export flexibility to accelerate and streamline the security and compliance process for the most widely used Microsoft technologies.





http://www.microsoft.com/downloads/details.aspx?familyid=CD057D9D-86B9-4E35-9733-7ACB0B2A3CA1&displaylang=en




Products that help



The Configuration Manager 2007 desired configuration management feature provides a set of tools and resources to help assess and track configuration compliance of client computers in the enterprise.




Auditing and Reporting Regulatory Compliance using MOM and ECC ECAR examines how organizations can audit and report IT security–related events when complying to regulations like Sarbanes-Oxley (SOX), FISMA, HIPAA, and GLBA with tools like Microsoft Operations Manager (MOM) and SQL Server Reporting Services combined with third-party applications like Enterprise Certified Corporation’s Enterprise Compliance Auditing and Reporting (ECC ECAR).




System Center Service Manager 2010 helps ensure compliance and lower the risk of configuration errors through functionality for detecting and fully remediating non-compliant configurations.

http://edge.technet.com/Media/Managing-Compliance-with-System-Center-Service-Manager-2010/


System Center Configuration Manager 2007 Vulnerability Assessment Configuration Pack helps track common software misconfigurations that might make client computers more vulnerable to attack.

http://www.microsoft.com/downloads/details.aspx?familyid=FC6989E9-68A3-43B1-8019-72BC1B9C5FF3&displaylang=en













Products that help




Compliance and Risk Process Management Pack and IT Compliance Library provide guidance on using Service Manager for GRC compliance.

http://cid-17faa48294add53f.skydrive.live.com/self.aspx/.Public/RampUp/09-Compliance-Risk-Management/Compliance%20and%20Risk%20PMP%20Excercise.docx#resId/17FAA48294ADD53F!253

Improve service governance.

The TFS Scorecard offers insight into a specific TFS environment and specific Team System adaptation including trends, activities, source control, work item tracking, and the overall adaptation.

http://tfsscorecard.codeplex.com/





Compliance Management for Windows Server 2008 and Windows Server 2008 R2 helps reduce the cost and complexity of addressing IT GRC objectives in this enterprise operating system by taking advantage of pre-existing, automated product features and technology inherent in the operating system.




The Windows Server 2008 Security Baseline provides an end-to-end solution to help plan, deploy, and monitor the security baselines of computers running Windows Server 2008.







http://tfsscorecard.codeplex.com/









Compliance Management for Windows 7 helps reduce the cost and complexity of addressing IT GRC objectives in this enterprise client operating system by taking advantage of pre-existing, automated product features and technology inherent in the operating system.




The Windows 7 Security Baseline provides centralized security baseline management features, a baseline portfolio, customization capabilities, and security baseline export flexibility to accelerate and streamline management of security and compliance processes.




The Exchange 2010 Messaging Policy and Compliance collection supports compliance with organizational, legal, and regulatory email policies through guidance on message classification, transport rules, information rights management, journaling, messaging records management, multi-mailbox searches, and personal archives.




The Exchange Server 2010: Compliance, Archiving and Retention webcast provides guidance on integrated email archiving and retention functionality—including granular multi-mailbox search and immediate legal hold.

https://msevents.microsoft.com/CUI/WebCastEventDetails.aspx?culture=en-IN&EventID=1032421475&CountryCode=IN
















The SQL Server Auditing and Compliance webcast explains how SQL Server 2008 addresses compliance and auditing and how the Policy Based Management tool can help achieve compliance.

http://edge.technet.com/Media/SQL-Server-Auditing-and-Compliance/


Information management policy planning with SharePoint Server 2010 describes how to plan and integrate information management policies with Microsoft SharePoint Server 2010 policy features including auditing, retention, labeling, and print restrictions.








Change and Configuration SMF

The Change and Configuration SMF creates an environment where changes can be made with the least amount of risk and impact to the organization.

The Change and Configuration SMF involves: Managing changes. Knowing the current state of configuration at all times. Reducing risk of negative impact from changes to the organization.

Why Should I Care About It?When you apply this SMF effectively, you will: Better evaluate proposed changes. Better understand the current state of the production environment. Utilize data on recent changes in troubleshooting problems. Return the configuration to a previously known state to address chronic problems or to meet

regulatory requirements.

How Can I Learn More?Read the MOF Change and Configuration SMF white paper to learn more.


Team SMF AccountabilitiesManagement is the primary accountability: The Change Manager ensures changes are made with the least amount of risk and impact to the

organization. The Change Administrator tracks changes and CIs to ensure a known state at all times.


Services…Maintains a predictable process for managing changes to the production environment to improve reliability and customer satisfaction.

Reliability scores.

Customer satisfaction scores.

Eliminates unnecessary change.

Number of cancelled projects.

Number of reversed changes.

Reduces unintended side effects.

Number of production failures.





Can revert to a previous environment state in response to service disruptions by keeping accurate knowledge of the configuration and changes made.

Number of managed service maps compared to the number of services offered.

Number of items in the Configuration Management System (CMS) with historical state records.

Date range of historical data maintained within the CMS.

Can troubleshoot problems through an analysis of recent changes.

Number of known changes to production.

Mean time to resolve problems.

How can I achieve Change and Configuration SMF outcomes?

Essential actions

Maintain a predictable change management processThis means:

Implementing standardized methods for requesting changes

Carefully confirming the CIs, applications, and business processes affected by requested changes

Methodically assessing the risks associated with requested changes

Prioritizing and categorizing requested changes

Implementing rigorous and formal change approval processes including standard approval bodies

Designing and thoroughly testing changes to minimize the likelihood of business disruption

Ensuring the readiness of changes for release to production prior to release

Stabilizing released changes and validating the tehnical and business success of the change

Obtaining appropriate customer signoffs on the completed change

Properly updating all records related to the change including the affected CIs in the CMS

Identifying common, predictable changes that can be pre-approved

Maintain accurate knowledge of configurationsThis means:

Defining and collecting configuration data in the CMS

Auditing the CMS regularly



Products that help


Maintain accurate knowledge of configurations.

The Configuration Manager 2007 software metering feature monitors and collects software usage data from Configuration Manager 2007 clients.



The Configuration Manager 2007 desired configuration management feature provides a set of tools and resources to help assess and track configuration compliance of client computers in the enterprise.



Creating a System Center Configuration Manager Connector for Service Manager explains how to use the SCCM Connector to obtain configuration item data about computers managed by SCCM.

http://blogs.technet.com/umeno/archive/2008/12/02/creating-an-sccm-connector-for-service-manager-beta-1.aspx










Products that help


Maintain a predictable change management process.

Mapping ITIL/MOF Change Management process to the features of the System Center Service Manager illustrates how change management features in Service Manager can model process frameworks such as MOF.

http://blogs.technet.com/servicemanager/archive/2009/01/27/mapping-itil-mof-change-management-process-to-the-features-of-the-systems-center-service-manager.aspx

http://blogs.technet.com/servicemanager/archive/2009/03/02/mapping-itil-mof-change-management-process-to-the-features-of-the-systems-center-service-manager-part-2.aspx


http://blogs.technet.com/servicemanager/archive/2009/05/22/mapping-itil-mof-change-management-process-to-the-features-of-the-system-center-service-manager-part-4.aspx

http://blogs.technet.com/servicemanager/archive/2009/06/16/mapping-itil-mof-change-management-processes-to-the-features-of-system-center-service-manager-part-5.aspx


Guide to Managing Changes and Activities with Service Manager describes the change and activity management features in Service Manager including request initiation, classification, approval, suspension and resumption, implementation, and close.

http://cid-17faa48294add53f.skydrive.live.com/self.aspx/.Public/RampUp/06-ChangeManagement/Change%20Management%20Exercise.docx





















Products that help



Setting Up the CMDB: Configuration Items and Connectors provides guidance on using Service Manager data management as Configuration Management Database (CMDB).

http://cid-17faa48294add53f.skydrive.live.com/self.aspx/.Public/RampUp/04-CMDB-Setup/SM%5E_AdministrationGuid.docx#resId/17FAA48294ADD53F!227


The Configuration Manager 2007 Asset Intelligence feature enables inventory and management of software in use throughout the Configuration Manager 2007 hierarchy to help manage software in use and software license management in the enterprise.



Managing Change in Data Tier Application Projects in Visual Studio® 2010 provides an overview and demonstration of managing application change when using data-tier applications.

http://channel9.msdn.com/learn/courses/SQL2008R2TrainingKit/SQL10R2UPD00/SQL10R2UPD04_REC_07/




Operations Guide for Microsoft Advanced Group Policy Management 4.0 illustrates how Advanced Group Policy Management (AGPM) extends the capabilities of the Group Policy Management Console (GPMC) to provide comprehensive Group Policy objects (GPO) change control including versioning, editing, approval, and review. http://technet.microsoft.com/en-us/library/ee390965.aspx
















Configuring and Managing Change Tracking demonstrates how to enable, disable, and manage change tracking and how to configure security and determine the effects on storage and performance when change tracking is used.


Team SMF

The Team SMF ensures the IT organization is accountable, responsible, flexible, and scalable.

The Team SMF involves: Understanding the key principles for effectively organizing IT. Understanding accountabilities and role types. Identifying organizational changes needed. Aligning responsibilities. Assigning roles.

Why Should I Care About It?When you apply this SMF effectively you will: Ensure clear accountability for the outcomes associated with any MOF SMF. Ensure the work required to accomplish those outcomes is clearly and appropriately assigned.

How Can I Learn More?Read the MOF Team SMF white paper to learn more.


Accountability SMF Nature of Work

Support Customer ServiceProblem Management

Interrupt-driven

Operations Operations ManagementService Monitoring and Control

Plan-driven, repetitive

Service Business/IT Alignment Plan-driven, long-term

Compliance Governance, Risk, and Compliance Plan-driven, repetitive

Architecture Reliability (includes Confidentiality, Integrity, Plan-driven, long-term






Accountability SMF Nature of Work

Availability, Capacity, and Continuity)

Solutions EnvisionProject PlanningBuildStabilizeDeploy

Plan-driven, short-term

Management Financial ManagementBusiness/IT AlignmentPolicy (includes Policy Governance, Security, Privacy, Partner and Third-Party Relationships, Knowledge Management, and Appropriate Use)Governance, Risk, and ComplianceChange and ConfigurationTeam

Plan-driven, long-term



Call to ActionThis paper has illustrated the connections between MOF concepts and Microsoft products and suggested a wide range of tools, actions, and measures that can be applied immediately at all levels of the IT organization. Based on your role, consider the following improvement actions based on the content of this paper.

IT Executives IT Managers Individual Contributors

Consider the outcomes of each SMF and how and where they contribute to overall IT objectives and strategies and ultimately to business objectives.

Prioritize achievement of SMF outcomes and set specific outcome targets for the top three.

Begin to require the output of management reviews from team members.

Consider SMF outcomes and how and where they contribute to more specific service or functional objectives and strategies.

Develop strategies to meet the top three SMF outcome targets by platform (for example, Exchange, SQL Server).

Implement management reviews to produce required output.

Consider SMF outcomes and how well their work aligns with and contributes to those outcomes.

Implement product-specific tactics to achieve identified SMF outcome targets.

Consider top product-specific tactics that can be implemented quickly and produce good results.

FeedbackPlease send comments and feedback to [email protected]. To keep current with the latest releases and beta review programs, please subscribe to our news feed on the MOF home page.



mailto:[email protected]


Appendix A: MOF Management ReviewsMOF includes the following Management Reviews: Service Alignment Portfolio Project Plan Approved Release Readiness Operational Health Policy and Control

Service Alignment Management Review

The Service Alignment Management Review focuses on understanding service supply and demand and directing IT investments to maximize business value.

The Service Alignment Management Review assesses: Customers’ experience of services as compared with service goals. Service experience in terms of reliability, compliance, cost effectiveness, and value realization and

opportunities for improvement.

Why Should I Care About It?When you execute this review effectively, you will: Ensure that the anticipated business value of services is realized. Identify barriers or inhibitors that decrease delivery of business value. Identify opportunities—potential new services, changes to existing ones, or services ready for

decommissioning—for improving business value.

How Can I Learn More?Read the MOF Service Alignment Management Review section in the Plan Phase Workflow white paper to learn more.


Key inputs Outcomes

Metrics referenced in the SLA (such as reliability and customer service responsiveness).

New business requirements, proposals, and forecasts.

New regulatory or policy requirements.

Customer satisfaction surveys and other end-user feedback.

Feedback from the Operational Health Management Review.

Customers…Experience of services as compared with service goals is understood.Experience of services in terms of reliability, compliance, cost effectiveness, and value realization is understood.Identify desired service experience improvements.




Key inputs Outcomes

Demand-management report of expected changes in the way services will be used.

Reliability reports about performance and availability.

Cost of the services, budgeted versus actual spending, financial reconciliation, and new budget requirements.

Audit reports, issues, and recommendations.

Senior management directives.

Value realization data.

Security, privacy, and non-compliance incidents.

Minutes and actions from last management review meeting.

The Provider...Identifies changes that will improve the utility and value of a service.

Portfolio Management Review

The Portfolio Management Review serves as an internal control to help ensure the value of investments made in services, projects, and initiatives.

The Portfolio Management Review acts as a gateway for proposed projects and focuses on understanding: The concepts and requirements of proposed 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.

Why Should I Care About It?When you execute this review effectively, you will: Gain organizational agreement on expectations for value, impact, and funding of the proposed work. Establish the basis for how changes to the portfolio and its value to the business will be measured

and evaluated.

How Can I Learn More:Read the MOF Portfolio Management Review section of the Plan Phase Workflow white paper to learn more.


Key inputs Outcomes

Project concept proposals and other change requests.

Key improvements to business capabilities.

The Provider...Advances proposed additions and




Key inputs Outcomes

Key enablers for business processes.

Proposed value realization, methods, and metrics to use.

High-level funding estimates.

Existing portfolio along with the status of in-flight projects.

Existing and upcoming architecture requirements.

Relevant regulatory, standards-based, and industry-specific requirements.

Process guidelines and policies.

changes to the portfolio anticipated to deliver satisfactory value.Discontinues pursuit of proposed additions and changes to the portfolio not anticipated to deliver satisfactory value.Delays proposed additions and changes requiring additional consideration.

Project Plan Approved Management Review

The Project Plan Approved Management Review generates a go/no-go decision about the readiness of a project to move into development.

The Project Plan Approved Management involves review and signoff on the project’s: Functional specification. Master plan. Master schedule.

Why Should I Care About It?When you execute this management review effectively, you will: Ensure that projects are sensible and feasible. Ensure project planning is sufficient.

How Can I Learn More?Read the MOF Project Plan Approved Management Review section of the Deliver Phase Workflow white paper to learn more.


Key inputs Outcomes

Functional specification.

Work plans, cost estimates, and schedules for the various parts of the service project in question.

Communications plan.

Master test plan.

The Provider...Makes go/no go decisions about proceeding with service-related projects.




Key inputs Outcomes

Training plan.

Baseline project plan.

User acceptance test plan.

Data or system conversion plan (if applicable).

Security assessment and threat modeling plan.

Reviews of privacy and other standards, general policy compliance.

Approach to segregation of environments for development, test, and production.

Segregation of roles (where needed for control purposes).

Project risk analysis and management plan.

Release Readiness Management Review

The Release Readiness Management Review confirms the overall readiness of the solution, operations, and the business to the release of the service.

The Release Readiness Management Review focuses on ensuring that: New or changed services are operable and supportable. The production environment is ready to support and operate new or changed services. The business and/or customers are ready to use the features and functionality of new or changed

services. Release strategy plans—including rollout and rollback plans, training plans, and support plans—are in

place.

Why Should I Care About It?When you execute this review effectively, you will: Reduce the chances for business disruptions resulting from inadequately planned releases. Reduce the participation of development staff in support and operations.

How Can I Learn More?Read the MOF Release Readiness Management Review section of the Deliver Phase Workflow white paper to learn more.


Key inputs Outcomes

Project vision and scope. The Provider...




Operations support guide.

Deployment plan and contingency plan.

Security implementation plan.

Data validation and conversion (if applicable).

Risk management plan.

User acceptance approval.

Test results.

Makes a go/no-go decision about the readiness of a changed or newly developed service for release.



Operational Health Management Review

The Operational Health Management Review helps ensure the effective, efficient, and agile operations of services.

The Operational Health Management Review focuses on ensuring that services are: Operating efficiently. Meeting the expectations defined in service level agreements (SLAs), operating level agreements

(OLAs), and underpinning contracts (UCs).

Why Should I Care About It?When you execute this review effectively, you will: Ensure that operations is providing the value expected by the organization. Identify areas and ways in which that value can be improved.

How Can I Learn More?Read the MOF Operational Health Management Review section in the Operate Phase Workflow white paper to learn more.


Key inputs Outcomes

OLA, SLA, and contractual (UC)-defined targets and performance metrics from service monitoring systems and customer service records.

Customer satisfaction metrics and other information gathered through customer surveys and anecdotal feedback from Customer Service.

Costs and other financial performance information from your financial systems.

Action items, accountabilities, and minutes from previous management review meetings.

Current issues and risks from risk analysis.

Recent problems and trends observed by problem management teams.

Basic human resources metrics and organizational health indicators including IT staff performance, personnel skills, and competencies.

The Provider...Identifies changes needed to respond to trends or to correct conditions that led to metrics outside acceptable parameters.




Policy and Control Management Review

The Policy and Control Management Review assesses the impact and effectiveness of service management policies and controls.

This management review focuses on ensuring that management properly oversees and assesses the overall adequacy and effectiveness of policies throughout IT and the general state and performance of the internal control environment. This assessment identifies improvements to be made to existing policies, the need for new policies, and the termination of redundant or unnecessary policies.

Why Should I Care About It?When you execute this review effectively, you will: Ensure that policies and controls are delivering desired behavior in the organization.

How Can I Learn More?Read the MOF Policy and Control Management Review section of the Manage Layer white paper to learn more.


Key inputs Outcomes

Operational and security policies.

Policy violations, compliance incidents, management action taken since last management review.

Policy change requests.

Results from the “Enforce and Evaluate” process in the Policy SMF.

Changes in regulations, standards, or industry practices.

New or changed contractual agreements, such as SLAs and OLAs.

Audit findings, recommendations, issues.

Unanticipated risks, incidents.

Controls failing or underperforming.

Control self-assessments.

The Provider...Initiates requests for changes to specific policies or controls that improve achievement of risk, regulatory, and compliance requirements.Initiates requests for changes to improve policy management practices.Initiates requests for changes to improve the internal control environment.




Appendix B: Microsoft Product/SMF Quick Reference ChartMOF Phase / Layer Plan Deliver Operate Deliver

MO

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AcknowledgmentsThe Microsoft Operations Framework team acknowledges and thanks the people who participated in the development of this guide.

ContributorsJerry Dyer, MicrosoftMichael Kaczmarek, MicrosoftDon Lemmex, MicrosoftBetsy Norton-Middaugh, MicrosoftJoe Coulombe, MicrosoftKhalid AlHakim, MicrosoftShawn LaBelle, MicrosoftTom Bondi, MicrosoftKathleen Wilson, Microsoft Adam Hall, Microsoft Clare Henry, Microsoft Dave Beers, Microsoft Rob van der Burg, MicrosoftDavid Pultorak, Pultorak & AssociatesPeter Quaglieriello, Pultorak & AssociatesRichard Webb, Pultorak & Associates

EditorsPat Rytkonen, Volt Technical Services


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