IT Operations @ Microsoft
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Transcript of IT Operations @ Microsoft
IT Operations @ MicrosoftIT Operations @ Microsoft
André HowardSenior Operations Analyst - UK
IntroductionIntroduction
Three things to take away todayThree things to take away today
Complex but works joined upComplex but works joined up Less is often moreLess is often more We don’t have a monopoly on best practiceWe don’t have a monopoly on best practice
AgendaAgenda
IT Operations @ MicrosoftIT Operations @ Microsoft
•StrategyStrategy
•StandardisationStandardisation
•CentralisationCentralisation
•AutomationAutomation
Operations StrategyOperations Strategy
IT Operations @ MicrosoftIT Operations @ Microsoft
SydneySydney
Chofu & OtemachiChofu & Otemachi
Les UlisLes UlisTVPTVP
DublinDublin BeneluxBenelux
MadridMadrid
DubaiDubai
SingaporeSingapore
JohannesburgJohannesburg
Sao PauloSao Paulo
72,000 72,000 mailboxesmailboxes
Microsoft’s Worldwide ITMicrosoft’s Worldwide IT
Canyon Park,Canyon Park,RedmondRedmond
Los ColinasLos ColinasCharlotteCharlotte
ChicagoChicagoMilanMilan
StockholmStockholm
MunichMunich
400+ 400+ supportesupported MS d MS sites sites worldwidworldwidee
4.5M+ e-mail 4.5M+ e-mail messages per day messages per day internallyinternally
>26M NT >26M NT eventsevents>400 apps>400 apps26M voice calls 26M voice calls per monthper month50K employees50K employees5K contractors5K contractors17K vendors17K vendors
150,000+ PCs150,000+ PCs>7,000 >7,000 serversservers
110 110 Exchange Exchange Messaging Messaging ServersServers
Silicon ValleySilicon Valley
Infrastructure OperationsInfrastructure Operations
AccountManagement
AccountManagement
SiteOperations
SiteOperations DataCenterDataCenter MessagingMessaging NetworkNetwork
Tier 3Tier 3
EngineeringEngineering ServiceManagement
ServiceManagement
Regional Functions Central Functions
Operational Area
Strategic Area
HelpdeskHelpdesk
ProgramManagement
ProgramManagement
Operations: PastOperations: Past
NetworkNetwork Poor Technology/Low MTBFPoor Technology/Low MTBF Low Bandwidth & High CostLow Bandwidth & High Cost Poor ScalabilityPoor Scalability
HardwareHardware No Standards for systemsNo Standards for systems Poor Monitoring of services/systemsPoor Monitoring of services/systems High Costs for maintenance/purchaseHigh Costs for maintenance/purchase
Distributed EnvironmentDistributed Environment Duplication of Systems/Applications/DataDuplication of Systems/Applications/Data High Costs for management/supportHigh Costs for management/support
EDC
RDC
Operations: PresentOperations: Present
Enterprise Data CenterEnterprise Data Center Origin point for NetworkOrigin point for Network Tier 3 staff, 7x24 monitoring, RDC/SDC Tier 3 staff, 7x24 monitoring, RDC/SDC
remote monitoring, host application remote monitoring, host application servers regional and global, RDC/SDC servers regional and global, RDC/SDC escalation pointescalation point
Regional Data CenterRegional Data Center Tier 2 staff, 7x24 support, Redundant Tier 2 staff, 7x24 support, Redundant
Network Backbone connection, Hub Site Network Backbone connection, Hub Site for SDCfor SDC
Host applications, Exchange, Public Host applications, Exchange, Public Folders, Internet Proxy, Mail Gateway, Folders, Internet Proxy, Mail Gateway, RAS, Backup/Restore, DDS Server, RAS, Backup/Restore, DDS Server, DHCPDHCP
Site Data CenterSite Data Center Network connection to RDCNetwork connection to RDC Login service, File Server with local Login service, File Server with local
share points, Print Servershare points, Print Server
SDCS
ervices & A
pp
lication
s
A Strategy for ChangeA Strategy for ChangeGoals:Goals: Improve Efficiency Improve Efficiency
Be SmarterBe Smarter
Reduce Time to Market Reduce Time to Market Improve StandardsImprove Standards
Reduce Costs/Headcount Reduce Costs/Headcount We do not have access to a never ending pot of moneyWe do not have access to a never ending pot of money
Increase Availability/Quality Increase Availability/Quality but do not reduce servicebut do not reduce service
Methods:Methods: StandardisationStandardisation Centralisation (Remote Operations)Centralisation (Remote Operations) AutomationAutomation Lights OutLights Out Data Centre TaxonomyData Centre Taxonomy
IT ServiceAreas
PartnerSite
ConnectionType
ConnectionState
Network RedundancyConnection
Monitored by GOTIT Equip Monitored
By GOTCE Archetype
FacilityLabor
MS Site Types
Multiple Sites No Direct Persistent
High Availability Buildings must have
diverse access (2 paths) Yes Yes (N+1)*2 24x7 Data Center 4
Multiple Sites No Direct Persistent
High Availability Buildings must have
diverse access (2 paths) Yes Yes 2N 24x7 Data Center 3
Multiple Sites No Direct Persistent
High Availability Buildings must have
diverse access (2 paths) Yes Yes (N+1)
Max: 24x7Min: On Call Data Center 2
Multiple Sites No Direct Persistent
High Availability Buildings must have
diverse access (2 paths) Yes Yes N
Max: 8x5Min: On Call Data Center 1
Single local site No Direct Persistent
High Availability Buildings must have
diverse access (2 paths) Yes Yes N
Max: 8x5Min: On Call
High Availability Building (HA)
Single local site No Direct
VOIP toll bypass is part of the costing analysis for determining savings
for ICO-1 and ICO-2 None Yes Yes No Back-up CE systems Std Commercial Standard Building
Single local site No Internet Persistent None Yes Yes No Back-up CE systems Std CommercialInternet Connected Office (ICO) - 2
Single local site No Internet Non-Persistent None No No No Back-up CE systems Std CommercialInternet Connected Office (ICO) - 1
Single local site Yes Direct Persistent None Yes No No Back-up CE systems Std Commercial Partner-2Single local site Yes Internet Non-Persistent None No No No Back-up CE systems Std Commercial Partner -1
Operations: Future – A Dream?Operations: Future – A Dream?Model Enterprise Infrastructure ~ MEIModel Enterprise Infrastructure ~ MEI
Data Centre TaxonomyData Centre Taxonomy
Operations: Future – A Dream?Operations: Future – A Dream?Model Enterprise Infrastructure ~ MEIModel Enterprise Infrastructure ~ MEI
Data Center 4Data Center 4 Origin point for NetworkOrigin point for Network Tier 3 staff, 7x24 monitoring, Tier 3 staff, 7x24 monitoring,
RDC remote monitoring, host RDC remote monitoring, host application servers regional application servers regional and global, Exchange, Public and global, Exchange, Public Folders, DHCP, Login service, Folders, DHCP, Login service, SAN’s for File Storage, RDC SAN’s for File Storage, RDC escalation pointescalation point
Data Centre 2Data Centre 2 Tier 2 staff, 7x24 support, Tier 2 staff, 7x24 support,
Redundant Network Backbone Redundant Network Backbone connectionconnection
Internet Proxy, Mail Gateway, Internet Proxy, Mail Gateway, RAS, Local Backup/Restore, RAS, Local Backup/Restore, DDS Server, Print ServerDDS Server, Print Server
DC4
DC2
Operations StandardizationOperations Standardization
IT Operations @ MicrosoftIT Operations @ Microsoft
Server Standards - HardwareServer Standards - Hardware
Hardware Engineering Provides tested and application engineered systems Build documentation for hardware Escalation Support
Server Standards - SoftwareServer Standards - Software
OTG Service Packs (IPAK) Installation of all core OS and applications i.e. SQL,
IIS via scripts Build documentation for software Escalation Support
Change ManagementChange Management
OTG Change Management Enables tracking of new builds, procurement, moves,
adds and changes Single Web interface supports our global sites Built in approval procedure
Change ControlChange Control
OTG Change ControlOTG Change Control Communication to our businessCommunication to our business Notification to our peersNotification to our peers Search to see what’s comingSearch to see what’s coming
Operations CentralisationOperations Centralisation
IT Operations @ MicrosoftIT Operations @ Microsoft
Remote Server ManagementRemote Server Management Terminal Services:Terminal Services:
Fast & easy remote Server Fast & easy remote Server administrationadministration
Remote Insight Board (LOE):Remote Insight Board (LOE): Server independent Server independent
separate Power Supply, GUI, separate Power Supply, GUI, Keyboard/Mouse, NIC, integrated Web Keyboard/Mouse, NIC, integrated Web serverserver
Full remote accessFull remote access independent from OS or system state of independent from OS or system state of
the serverthe server Remote ConsoleRemote Console Remote Floppy driveRemote Floppy drive Remote power on/off of the serverRemote power on/off of the server
Server Monitoring - ConceptServer Monitoring - Concept
CIM EventsCIM Events
Dell OM EventsDell OM Events
BackOffice EventsBackOffice Events
NetIQ EventsNetIQ Events
Application EventsApplication Events
Helios EventsHelios Events
Httpmon EventsHttpmon Events
HPOV EventsHPOV Events
OS EventsOS Events
TicketSystem
TicketSystem
MOMEvent DB
MOMEvent DB
GNS AssetECM
Config DB
GNS AssetECM
Config DB
MOMServer Event
Yellow Console
Polling EventsPolling Events
3rd Party Events3rd Party Events
ECM EventsECM Events
Challenges of CentralisationChallenges of Centralisation
Multiple Languages Multiple Currencies Different working weeks Different time zones
Operations AutomationOperations Automation
IT Operations @ MicrosoftIT Operations @ Microsoft
Automated Share AdministrationAutomated Share Administration
Share Administration Enables clients to self serve share access Single interface supports our global sites Built in approval procedure
Automated DL/SG AdministrationAutomated DL/SG Administration
Distribution List & Security Group Administration Enables clients to self serve DL & SG access Single interface supports our global sites Built in approval procedure
Automation – for youAutomation – for you
What do you do that is repetitive?What do you do that is repetitive? What can you automate?What can you automate? How much money would you save?How much money would you save? How much time would you save?How much time would you save?
In closing...In closing...
Complex but works joined upComplex but works joined up Less is often moreLess is often more We don’t have a monopoly on best practiceWe don’t have a monopoly on best practice
You are IT, We are IT, lets work togetherYou are IT, We are IT, lets work together