BEST PRACTICES CONFERENCE SHAREPOINT

Clarity. Direction. Confidence.

SHAREPOINT OPERATIONAL MANAGEMENT

Taking your team from Newbies to Rock Stars

BEST PRACTICES CONFERENCE SHAREPOINT

Chandima – aka “Chan” @chandimak on twitter

Director @ Knowledge Cue from New Zealand

Started with SharePoint 2001...

SharePoint MVP since 2007

www.chandima.net/blog

chandima@knowledgecue.com

BEST PRACTICES CONFERENCE SHAREPOINT

Quick poll

IT Managers?

Developers?

Business Analysts?

Support/Help Desk Analysts?

CIOs?

Others?

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Operational Management

The managing of ‘stuff’ to keep everyone in a ‘happy’ place

BEST PRACTICES CONFERENCE SHAREPOINT

Operational Management Characteristics

There is work involved to ensure something is working (running) – ex: TimerJobs - Backups

Schedule with actions to perform

Daily/Weekly tasks

Actions performed by ‘technical’ experts

Focus is on repeatable and consistent actions

Investment in equipment/technology or staff

Value of operational actions must outweigh the costs

BEST PRACTICES CONFERENCE SHAREPOINT

Frameworks…

Information Technology Infrastructure Library (ITIL)

Microsoft Operations Framework (MOF)

Control Objectives for Information and related Technology (COBIT)

Provides guidelines and process for service management in IT

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Microsoft Operational Framework (MOF)

Framework for delivering IT Service Solutions

Plan

• IT Strategy• Standards• Policies• Finances

Deliver

• Envisioning• Planning• Building• Testing• Deploying

Operate

• Operating• Monitoring• Supporting• Addressing

Issues

Manage

• Managing Governance

• Risk• Compliance• Changes• Configurations

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Operate Phase of MOFSMF 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

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We already know that and we are MOF/ITIL/COBIT savvy!

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Frameworks… and SharePoint

Each of these come with their own pros and cons

In ‘real world’ these can be very ‘logic’ driven and can be hard to be put into ‘practical’ use

Lot’s of acronyms but not much ‘action’

Requires expertise ‘in-house’ or have to be trained and administered to gain measurable success overtime

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I will shoot the dog if you don’t apply <insert> to my SharePoint!

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SharePoint – post deployment stress

Company XYZ has deployed ‘SharePoint’

Company XYZ has used SharePoint ‘Expert(s)’ company ABC to build an Intranet/DM/RM/Widget etc – or something that no one knows apart from it’s ‘SharePoint’

You are part of a team or ‘the team’ who looks after IT or the designated ‘SharePoint thingamabob’

You get called into a meeting and you are IT! (from tomorrow)

You are a manager who has been told by your boss that your team is now responsible for managing ‘SharePoint’!

You get called/email by a user with “my sharepoint is broken”

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THE CHALLENGE

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Why is SharePoint special?

It’s a business enabler

Requires ‘business first’ attitude

Usually it’s the g33ks who get’s to play with it first and make rules on how to use it… (and manage it)

There is shortage of people with experience in business/technical balance

People who have ‘skillz’ was already recruited by your competition

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PLATFORM

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BEST PRACTICES CONFERENCE SHAREPOINT

Development TestProduction

SharePoint Platform

Sol

utio

n

Sol

utio

n

Sol

utio

n

Sol

utio

n

Sol

utio

n

Sol

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n

Sol

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n

Sol

utio

n

Sol

utio

n

Production Backup

Disaster Recovery

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Organic PLATFORM

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Key decision points

Learn as you go

Up skill your existing team

Look for a ‘SharePoint-SomethingSomething’ – call Bob the recruiter

Seek external expertise

Outsource everything

Out source but In Source key knowledge

Do nothing..

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Operational Capability Measurement

ProcessExecuted by

PeopleTechnology

Captu

re

Using

Operational Capability

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Easier said than done…

The mythical all encompassing ‘Governance’ document! – who wrote that?

Fairly new people in SharePoint space

People leave.. (after you’ve trained them!)

Continuous change..

More solutions..

Shrinking windows for overall SLA’s

High complexity..

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What should a Team do?

• SharePoint Expert (Solution Architect)

• Key stakeholders/team (multiple)Solution Review

• Decision makers who understand the existing solutions/processFit for Purpose

• Regular development cycle• Hand over to operations

Implementation Team

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Operations Planning – solution vs. platform

Separating “technical exercise”

Identifying the overall processRisk assessment

Business impact assessment

Business continuity plan

Risk Assessment

Business Impact

Analysis

Business Continuity Plan (Operations Plan)

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Planning Scenarios

ABC application is a business application used by all users between the hrs. of 8am and 6pm

It is hosted on the SharePoint platform

XXX server has gone down and to mitigate the business impact to users of ABC application we need XXX to be operational in N hrs. In order to recover XXX server/system we will opt for YY process. In order to meet this we need ZZ hardware/software etc

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RTO and RPO

Recovery Time ObjectiveThe amount of time that can elapse between the occurrence of a ‘disaster’ and the affected system being returned to an ‘agreed’ operational readiness state

The time it takes to get up and running again

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RTO and RPO

Recovery Point ObjectiveThe amount of time prior to any ‘disaster’ where data loss may (and will) occur

Maximum amount of data loss that is deemed acceptable in the event of DR

Near – Zero RPO always incurs $$$ and complexity

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Less criticalRPO = 12 Hrs. – Data loss of 12 Hrs. or lessRTO = 24 Hrs. – SharePoint is unavailable for 24 Hrs.

Disaster declared at 8am

RPO 12 Hrs.

Last backup at or after

8pm

RTO 24 Hrs.

Fully operational by at 8am next day

Time

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High criticalRPO = 30 Mins. – Data loss of 30 Mins. or lessRTO = 1 Hrs. – SharePoint is unavailable for 1 Hrs.

Disaster declared at 8am

RPO 30 Mins.

Last backup at or after 7.30am

RTO 1 Hrs.

Fully operational by at 9am

Time

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Company ‘Crash n Burn’

Users 200

Distributed to 3 offices (3 locations)

No centralized IT team

Very re-active to business/user needs

Strong focus on ‘new shiny’ technology driven by IT

Short lived projects with low budget

Unfinished projects

DIY mentality

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What ‘Crash n Burn’ wanted.. And got..

Our users wanted a place to store some documents. We are running out of server space and thought that we should put documents in SharePoint

We asked ‘company’ to setup SharePoint and have been using SharePoint to store documents and now we also use it as our Intranet

One of our guys want to know how to look after it since we don’t want to keep paying for support

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BEST PRACTICES CONFERENCE SHAREPOINT

Company ACME

Users 6000+

Distributed to 2 offices

Centralized IT team

Long term IT strategy and vision with CIO and second and third level management teams

Risk averse – prove before move

IT spending is managed and aligned to business growth

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Acme wish list…

We want to see if we can provide our teams with the ability to share documents online relating to projects that they need to have access to across the two locations

Longer term we have identified that we need to apply document management practices across all our business units – so this can be used as a test bed as it’s in our business plan

Before we buy into any technology we’d like to see if it (technology) fits within our current IT framework and if we need to hire new staff or up skill existing staff

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Finding the ‘Balance’

Soft skills and technical skillsVery good business communication skills

Spatial awareness of organisation

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Training… not an afterthought..

There is no point in telling someone else to run with SharePoint if you don’t know how to walk with SharePoint

Invest in a balanced mix of out sourced vs. in sourced

Ensure you get ROI from vendors/third parties by working with them directly ‘on-site’

BEST PRACTICES CONFERENCE SHAREPOINT

Key Takeaways -Operational Management

The managing of stuff to keep everyone in a ‘happy’ placeThere is NO ‘one size fits all’

What works for me will not work for you

Take the ideas and build on them

Start Small – Think BIG

Consider Office365 > All of the usual operational headaches are taken care of!

White paper with ‘Tasks’ and ‘Checklists’ > http://bit.ly/spopschecklist - good learning point…

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Other sessions

Health and Monitoring for the IT Pro – Todd Carter (part 1) 4.15pm – Whittle Room

Extending Health and Monitoring – Todd Carter (part 2)Wednesday 3pm Westminister Room

Fine Tuning SharePoint 2010 – performance and optimasation – 4.15pm Westminister Room – Eric Schupps and Rob Foster (Developers)

BEST PRACTICES CONFERENCE SHAREPOINT

Thanks…

chandima@knowledgecue.com

http://www.knowledgecue.com/blog