$
IT
Strategy
Continuous
Improvement
Operations
Design
Transition
Strategy
What do we do?
Continuous
Improvement
Design
What does it cost?
Operations
Can we deliver it?
Essential frameworks for decisions
Transition
Idea
Business Strategy
Architecture
Identified
Service
Service
Design
Project
Process
Capture key fields
Start a steering committee
Meet monthly to perform service reviews
Service Manager CMDB
Project process
Architecture tool
Strategy
Continuous
Improvement
Operations
Design
Transition
Technical components based on architecture
Relationship to other services, failover process
Primary “customer”, contacts, end users
Availability requirement, uptime windows, change windows
Capacity requirement for disk, compute, network
Service must be approved through service strategy
Service must be defined in Service Design Package (SDP)
Design must be validated with architecture
Strategy
Continuous
Improvement
Operations
Design
Transition
Service 1
Configuration
Item
Service 2
Change
Configuration
Item
Service 3
Typical gated process with a CAB
Immediate changes, high risk, outside CAB
Pre-approved, little to no risk
Configuration
Item 1
Release 1
Configuration
Item 2
Change
Release 2
Configuration
Item 3
WEB1
IIS Web
Applications
WEB2
SharePoint Portal
DB01
SQL1
Software CI 1
Computer CI 1
(Retired)
Software CI 2
Asset
Computer CI 2
(Active)
Software CI 3
Strategy
Continuous
Improvement
Operations
Design
Transition
Fixing root cause
Providing a workaround
Being a customer advocate
Routing properly
Following up
Priority
Resolution SLT
1
2 hours
2
8 hours
3
1 week
4
2 weeks
Call
Portal
IM
Service
Desk
Resolver
Group
New user
Permissions access
New workstation or device
New cell phone
Asset reassignment
New server request
Server asset modification
The “to do list”
Prioritizing work to find root causes
Some problems require a lot to fix
Some problems will never be fixed
Make the portal easy to use
Look at public sites and act like you are “selling”
Don’t send customers down and then back up
Pair with strong knowledge
Assume it will fix everything or make users more adept
Assume users will go there
Strategy
Continuous
Improvement
Operations
Design
Transition
Resolution Time
Routes
Availability
Basic Cost Allocation
$
IT
For More Information
Windows Server 2012 R2
http://technet.microsoft.com/en-US/evalcenter/dn205286
System Center 2012 R2
http://technet.microsoft.com/en-US/evalcenter/dn205295
Azure Pack
http://www.microsoft.com/en-us/servercloud/products/windows-azure-pack
Microsoft Azure
http://azure.microsoft.com/en-us/
Come Visit Us in the Microsoft Solutions Experience!
Look for Datacenter and Infrastructure Management
TechExpo Level 1 Hall CD
For More Information
Windows Server 2012 R2
http://technet.microsoft.com/en-US/evalcenter/dn205286
System Center 2012 R2
http://technet.microsoft.com/en-US/evalcenter/dn205295
Azure Pack
http://www.microsoft.com/en-us/servercloud/products/windows-azure-pack
Microsoft Azure
http://azure.microsoft.com/en-us/
Come Visit Us in the Microsoft Solutions Experience!
Look for Datacenter and Infrastructure Management
TechExpo Level 1 Hall CD
http://channel9.msdn.com/Events/TechEd
www.microsoft.com/learning
http://microsoft.com/technet
http://microsoft.com/msdn