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Manageability Services at Microsoft Published: December 2006.

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Presentation on theme: "Manageability Services at Microsoft Published: December 2006."— Presentation transcript:

1 Manageability Services at Microsoft Published: December 2006

2 Microsoft IT Environment 340,000+ computers 340,000+ computers 121,000 end users 121,000 end users 98 countries 98 countries 441 buildings 441 buildings 15,000 clients running Windows Vista 15,000 clients running Windows Vista 25,000 clients running the 2007 Microsoft Office system 25,000 clients running the 2007 Microsoft Office system 5,700 Exchange Server 2007 mailboxes 5,700 Exchange Server 2007 mailboxes 31 servers running Windows Server Longhorn 31 servers running Windows Server Longhorn 46 million+ remote connections per month 46 million+ remote connections per month 189,000+ SharePoint sites 189,000+ SharePoint sites 4 data centers 4 data centers 8,400 production servers 8,400 production servers messages per day: 3 million internal 10 million incoming 9 million filtered out messages per day: 3 million internal 10 million incoming 9 million filtered out 37 million instant messages per month 37 million instant messages per month 120,000+ server accounts 120,000+ server accounts 2

3 Possible SimilaritiesPossible Differences Microsoft IT As a Microsoft Customer Security is mission critical Security is mission critical Mix of Microsoft operating systems and configurations Mix of Microsoft operating systems and configurations Balancing security, cost, and efficiency is the bottom line Balancing security, cost, and efficiency is the bottom line Heterogeneous network environment Heterogeneous network environment Need to integrate disparate management systems Need to integrate disparate management systems Being the first and best customer of Microsoft Being the first and best customer of Microsoft Software deployed more than once Software deployed more than once Majority of users are technical, local administrators Majority of users are technical, local administrators High-priority target for security attacks High-priority target for security attacks State-of-the-art networks and latest operating systems State-of-the-art networks and latest operating systems Windows-only environment Windows-only environment 3

4 Primary Challenges Pressure to reduce IT management costs Pressure to reduce IT management costs Continuous new software versions (beta release) Continuous new software versions (beta release) Rapid updates Rapid updates New computers and servers configured daily New computers and servers configured daily Wide variety of hardware (various laptops, desktop computers, and Tablet PCs) Wide variety of hardware (various laptops, desktop computers, and Tablet PCs) Need to constantly monitor and control health and security of network Need to constantly monitor and control health and security of network 4

5 Dogfood and IT Scorecard Shared goals Shared goals Product feedback Product feedback Planning and testing Planning and testing Dogfooding and running a world-class utilityIT Scorecard Dogfooding and running a world-class utilityIT Scorecard Showcase Showcase 5

6 Manageability Services Model Program Management Service Management Third-Party Software Customers Business Units Microsoft IT (Security) End Users External Customers Tiered Support (Helpdesk, Shared T2 Globally) PartnersProduct Groups MSTManage Server Life Cycle Server Life Cycle Image Management Operating System Provisioning Patch Management Software Distribution 3 Software Distributions 4 Updates 2,000 Images CMDB Server and Network Tools Management Enterprise Reporting 500,000 Configuration Items 15,000 Devices Managed 100+ Metrics Managed Server and Network Fault Management Alert Stream MP Onboarding 16,000 Devices Monitored 37,000/1 Million Alerts 11 Base Management Packs Image Management Operating System Provisioning Patch Management Software Distribution 12 Software Distributions 7 Updates 6,000 Images Configuration Management Configuration Management Service Monitoring Service Monitoring Client Life Cycle Client Life Cycle 6

7 Manageability Services Scope 5 Active Directory forests Standardized on Windows Server servers provisioned each month 441 buildings globally 4 enterprise data centers and 50 remote locations globally Configuration Management Server Life Cycle Service Monitoring Network (~10,000) Servers (~10,000) Telephony (~10,000) Client Life Cycle Clients (~233,000) Local administrators Compliance through SMS Multiple desktops Frequent rebuilds IPsec for Secure Net 7

8 Microsoft Operations Framework Structured approach to achieving operational excellence Structured approach to achieving operational excellence Collection of best practices, principles, and models Collection of best practices, principles, and models Guidance on achieving high availability, reliability, and security Guidance on achieving high availability, reliability, and security 21 service management functions 21 service management functions 8

9 MOF-Based Operations $100 Million 3-Year Spend Reduction IT Utility (Cost per Head) Cumulative Reduction FY03FY04FY05FY06 $ 7,220$ 6,159$5, 778$4, %-20%-34% 90% Auto-ticketing 90% Auto-ticketing Single MOM console Single MOM console Alert-to-ticket ratio = 1.4:1 Alert-to-ticket ratio = 1.4:1 CMDB drives MOF processes CMDB drives MOF processes Decreased duplicate/No Problem Found tickets by 90% Decreased duplicate/No Problem Found tickets by 90% Improved critical updates from 28 to 21 days, emergency updates from 15 to 8 days Improved critical updates from 28 to 21 days, emergency updates from 15 to 8 days Automation Change and release processes centralized 143 offices connected via Internet 450:1 server-to-staff ratio (remote support) 200:1 server-to-staff ratio (on-site support) Tier 2 support moved to India Consolidation 30% reduction in infrastructure servers Exchange servers down from 74 to 4 sites globally 500+ virtual servers (16:1 guest-to-host ratio) Data Protection Manager (eliminated 115 tape libraries) Centralization While Improving… Security Zero service impacts from Denial of Service attacks Increased patching speed 700+ application security and privacy audits Productivity Significant improvement in customer satisfaction score Increased mobility with Microsoft Office Outlook® Web Access, Smartphones, and RPC over HTTP Greater collaboration with SharePoint, MySites, Document Workplace 9

10 Life Cycle Management Scripted builds, server joins domain SMS post-build updates SMS inventories for configuration and compliance SMS deploys security updates and other software updates 1. Deploy2. Baseline3. Inventory4. Update Seven base client images MUI for international languages Group Policy for standard registry key changes and security configurations Image Management Bare metalfully automated via RIS and PXE (Windows Deployment Services/RIS) Scripted automated build-outs of base operating system Product key management Operating System Provisioning Security and emergency updates Windows and Office using ITMU ITCU for third party Patch Management Package, test, and deploy security and software update packages Baseline packages (N, N+1) Software Distribution Server and Client Software Life Cycle 10

11 Patching Methodology Server and Client (Critical Updates) MTWTFSSMTWTFSSMTWTFSSMTWT Update available to server owners for testing and deployment Update available to desktops via SMS, Windows Update, or Automatic Updates Two week grace periodForced Remediation Testing/Evaluation/Installation Forced Remediation Desktops Servers Servers 99.5% Updated Desktops 98% Updated Sustainer Remediation Patch Released 11

12 Degrees of Client Management IPsec boundary Creates Secure Net environment Remote access clients/dial-up Workgroups Labs All Devices ~330,000 Unique management challenges Secure Net Devices ~270,000 Devices managed through SMS ~265,000 ~16,000 servers IPsec 12

13 High Client Impact Low Client Impact Microsoft Update; and ITWeb Notification (Optional) SMS Patch Management (Voluntary > Forced) SER Scanning and Scripted Patching Port Shutdown 13 Multiple-Phased Approach to Client Management

14 SMS Architectures Systems Management Server Data CenterLabDesktop Server Patch Management Primary Sites Central Site Primary Site Singapore Primary Site Dublin Primary Site Puget Sound Central Site Redmond Australia-AsiaEMEA North America Puget Sound Distribution Points 14

15 SMS Redmond Management Points SQL Replication Distribution Points Clients Redmond Primary Site NLB ClusterRandom Selection 15

16 Configuration Management Model Self-Service Portal CMDB Data Warehousing and Reporting Integration Framework Management Applications Managed Infrastructure Telephony : Applications : Network : Server/Operating System Fault : Config : Accounting : Performance Security : Audit Problem Mgmt Incident Mgmt Change Mgmt Data Analysis Asset management and reporting tightly linked to support operations Asset management and reporting tightly linked to support operations Service management drives end-to-end IT services Service management drives end-to-end IT services Metadata: manually populated Metadata: manually populated Service > asset mapping Service > asset mapping Service scoping Service scoping Exception tracking Exception tracking Element management Element management One Tool to Rule All does not exist One Tool to Rule All does not exist Federated model Federated model Integration Integration Extensible modeling Extensible modeling 16

17 Configuration and Reporting IT Services Catalog SQL Server Report Builder SQL Server Reporting Services ViewsScorecards Reports Self-Service Portal Data Warehousing And Analysis Services SCCM/MOM ODS Offload Other ODS IT Config SQL Server Integration Services 17

18 Enterprise Monitoring and Control Console Ad Hoc Internal Network Labs Extranet MMS Presentation Layer Alert Stream Source Information Network Self-HelpReporting Alert Stream Notification Workflow Systems Integration (Connectors) Ad-Hoc Gap Analysis Self-Help UI Multiple Console Views Management Pack Baseline Reduce No Problem Found/Duplicate tickets Event-to-Ticket Ratio Event Stream Cleanup Environment Consolidation Onboarding MOM V3 Architecture Audit Event Collection Network Management 18

19 Network EMC Smarts MOM Agents IT Config CMDB Intranet MOM 2005 Zone Messaging MOM 2005 Zone Business Unit Application Console MOM 2005 Master MOM 2005 Applications MG Intranet Management Group 2,039 agents Intranet Management Group 2,060 agents Extranet Management Group 1,988 agents Service Desk VM Centralized Monitoring Console Extranet MOM 2005 Zone VM MOM 2005 Data Warehouse MOM 2005 Architecture MOM 2005 Architecture Real-Time Monitoring Tools 19

20 MOM 2005 Architecture Drill-Down Production Management Group Pre-Production Management Group Production Management Group Infrastructure Monitoring Management Group Application Monitoring Management Group Application SQL Server IIS Hardware Operating System Infrastructure services Managed Server Multi-Homed Agents 20

21 SQL ACS Architecture Intranet Domain Controllers Intranet Exceptions Extranet Collectors Collection Databases Reporting Databases Event Pattern Monitoring WMI Subscriber SQL DTS WMI 21

22 6/12/ Network EMC SMARTS IT Config CMDB Intranet Operations Manager Server Zone Intranet Operations Manager Client Zone Operations Manager Service Desk Operations Manager 2007 Planned Architecture VM Centralized Monitoring Console Extranet Operations Manager Zone VM Operations Manager Data Warehouse Audit Collection Database Audit Collection Database Audit Collection Database 22

23 Manageability Best Practices Maintenance Windows Security Update Status Thresholds for Logical Drives Exchange Backup Server DirectoryServices Local Server InternetConnection Outsource to Automation Outsource to Automation Self-service manageability services Self-service manageability services Single console for operations Single console for operations Automated agent management Automated agent management Automated ticketing Automated ticketing Drive down alerts/tickets Drive down alerts/tickets MOF processes drive services MOF processes drive services Implement service catalog and CMDB Implement service catalog and CMDB Smart Consolidation Smart Consolidation InfrastructureExchange InfrastructureExchange Internet connected offices (ICOs)consider ICOs and modified SLAs Internet connected offices (ICOs)consider ICOs and modified SLAs Use virtual servers (utility model) Use virtual servers (utility model) Consider backup to disk Consider backup to disk 23

24 Centralization Through Processes (MOF) Processes first, tools after Change, configuration, monitoring, incident/problem management Tier 3 (base) support Service Focus End-to-end service management ownership Service level management IT tax vs. customer-driven chargeback PeopleTools IT Services MOF Processes Service Life Cycle Manageability Best Practices 24

25 For More Information Additional content on Microsoft IT deployments and best practices can be found on Additional content on Microsoft IT deployments and best practices can be found on Microsoft TechNet Microsoft TechNet Microsoft Case Study Resources Microsoft Case Study Resources

26 This document is provided for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT. © 2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Active Directory, Outlook, SharePoint, Windows, Windows Server, and Windows Vista are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. 26


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