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MOFIT Service

Operations

Management

The vision of MOF is to empower our customers to run their data cen-

ters on the Microsoft platform more efficiently and less costly than

any other platform. We do this through providing customers with pre-

scriptive and best practice guidance and solutions built on ITIL and

customized for Microsoft’s products and technologies that solves

their biggest operations problems and provides a basis for continual

long term improvement.

MOF turns 5 years old in 2004; we’ve learned great things and grown

with the ITIL community during this time.

We remain committed to:

• Ongoing development of MOF core models and specific content

built on ITIL as the best practice baseline

• Services and training to help our customers and partners both

apply and extend the MOF/ITIL knowledge and best practices• Applying Microsoft products and technologies to enable and

support MOF/ITIL automation

We are proud to be part of the worldwide ITIL community, and

proud of Microsoft’s significant growth and contributions to service

management.

Kathryn A. Pizzo (Rupchock)

Group Program Manager

Microsoft Operations Framework

MOF, a pocket guide

Microsoft® Operations Framework

M OF , a p o ck e t g ui d e

ISBN Barcode9077212108

a pocket guidea pocket guideMicrosoft® Operations Framework

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Information technology is critical to many aspects of modern life. IT

must be reliable and trustworthy. Great strides have been made in

technology, but what has not changed is the need for quality

processes, applied by disciplined people who are supported by

effective tools. These are essential to delivering IT-based services

with the reliability, availability and security that we all need.

Microsoft® believes it is essential to build on the experience and

best practices accumulated over many years by the dedicated pro-

fessionals in IT service management. Microsoft also believes that

the leading publicly available body of knowledge of best practices is

the IT Infrastructure Library (ITIL). Therefore, Microsoft has chosen

ITIL as the foundation for Microsoft Operations Framework (MOF).

We have taken the technology-independent ITIL and applied it to

the Microsoft platform for IT service delivery in a heterogeneous

environment.

"If I see further, it is because I stand on the shoulders of giants,"

wrote Sir Isaac Newton. I am glad to take this opportunity to thank

the giants of ITIL, and say that we look forward to continuing to

contribute to the growth and evolution of IT service management

around the world.

Bret Clark

Product Unit Manager,

Microsoft Corporation

MOF, a pocket guide 7MOF, a pocket guide6

Foreword

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5 MOF CHANGING QUADRANT 33

Definition, Goals, and Objectives 33

Release Readiness Review 35

Change Management 35

Configuration Management 36

Release Management 38

6 MOF OPERATING QUADRANT 41

Definition, Goals, and Objectives 41

Operations Review 43

System Administration 43

Security Administration 45

Service Monitoring and Control 46

Directory Services Administration 47

Network Administration 49

Storage Management 50

Job Scheduling 51

7 MOF SUPPORTING QUADRANT

Definition, Goals, and Objectives

SLA Review

Service Desk

Incident Management

Problem Management

8 MOF OPTIMIZING QUADRANT 63

Definition, Goals, and Objectives 63Change Initiation Review 65

Service Level Management 67

Financial Management 68

Capacity Management 71

Availability Management 73

IT Service Continuity Management 75

Workforce Management 77

Security Management 78

Infrastructure Engineering 79

MOF, a pocket guide 9

ABOUT THIS GUIDE 3

What's New in Version 3.0 of Core MOF Documents? 3

FOREWORD 7

CONTENTS 8

1 MOF OVERVIEW 11

A Demanding Environment 11

Microsoft’s Approach 11

The IT Life Cycle 12

MOF and ITIL 15Design Considerations 16

MOF Models and Discipline 16

Why Microsoft Created MOF 16

Service Solutions and IT Service Management 17

2 WHAT IS IT SERVICE MANAGEMENT? 19

Overview 19Why IT Service Management? 20

The Origins of IT Service Management 20

3 IMPLEMENTING SERVICE MANAGEMENT 23

4 MOF PROCESS MODEL 25

Simplifying the Approach to IT Management 25

Process Model Principles 25

Key Components of the MOF Process Model 27

Overview of the MOF Quadrants 27

Operations Management Reviews 29

Release: the MOF Definition 31

Following Sections 31

MOF, a pocket guide8

Contents

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A Demanding Environment

Today’s business environment places increasing demands (rapid

change, financial constraints, security and reliability concerns, glob-

al interconnectedness) on IT organizations in order to meet the

expanding needs of a wide variety of stakeholders.

While rock-solid technology is necessary to meet demands for reli-

able, available, and secure IT services, technology alone is not suffi-

cient; excellence in processes and people (skills, roles, and respon-

sibilities) is also needed.

Microsoft’s Approach

Microsoft® understands the challenges facing today’s enterprise

computing environments and has responded with best-in-class

technology and proven best practice guidance on how to effectively

design, develop, deploy, operate, and support solutions built on

Microsoft technologies.

The guidance is organized into two complementary and well-

integrated bodies of knowledge, or 'frameworks.' These are

Microsoft Operations Framework (MOF) and Microsoft Solutions

Framework (MSF).

MOF provides guidelines on how to plan, deploy, and maintain IT

operational processes in support of mission-critical service solu-

tions. MOF is a structured, yet flexible, approach based on:

• Microsoft consulting and support teams and their experiences

working with enterprise customers and partners, as well as

Microsoft’s internal IT operations groups.

• The IT Infrastructure Library (ITIL), which describes the processes

and best practices necessary for the delivery of mission-critical

service solutions.


9 MOF TEAM MODEL 81

Components of Successful Role Interaction 81

Functional Roles and Role Clusters 81

Goals of the MOF Team Model 83

Release Role Cluster 85

Infrastructure Role Cluster 87

Support Role Cluster 90

Operations Role Cluster 93

Security Role Cluster 94

Partner Role Cluster 96

Service Role Cluster 98

Model Quadrants 100

10 INTEGRATING THE MOF PROCESS

AND TEAM MODELS 101

Overview 101

Mapping Processes to Role Clusters 103

11 MOF RISK MANAGEMENT DISCIPLINE 105

Overview 105Principles of Successful Risk Management 106

The Risk Management Process 111

Step 1: Identifying Risks in Operations 115

Step 2: Analyzing and Prioritizing Risks 117

Step 3: Planning and Scheduling Risk Actions 117

Step 4: Tracking and Reporting Risk 118

Step 5: Controlling Risk 119

Step 6: Learning from Risk 119

12 ADDITIONAL INFORMATION 121

13 ABBREVIATIONS 122


1. MOF Overview

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Overview

The best approach to defining the term ‘IT service management’

(ITSM) is to begin by defining the component parts of the term:

• In the traditional ITIL definition Information Technology (IT) stands

for the IT infrastructure: hardware, software, network compo-

nents, documentation, procedures, and process roles.

• A service is a set of components, physical and logical, IT and

non-IT, required to deliver support to a business operation. The

customer will judge the effectiveness of this set and view it as a

single entity by the support it delivers to their business operation

as a whole, not by the performance of any component elements

of the set.

• In this context, the term IT service refers to a set of related IT and

probably non-IT functionality, which is provided to end users as a

service. Examples of IT services include messaging, business

applications, file and print services, network services, and help

desk services.• In this context, the term management refers to the concepts and

practices employed on a strategic, tactical, and operational level

in the support and delivery of these services. Management is

concerned with using resources, including equipment, staff,

processes and ideas, to achieve an end - in this case delivery of

a service.

Central to IT service management is the idea that IT organizations,

both internal and external, are IT service providers whose job is the

provision of high quality, cost-effective IT services. The quality and

cost-effectiveness of IT services are judged by the respective cus-

tomers (those who pay for IT services) and users (those who con-

sume IT services).


MOF embraces the concept of IT operations providing business-

focused service solutions through the use of well-defined service

management functions (SMFs). SMFs are processes and policies

applied across service solutions in the management of IT services.

Example SMFs include Change Management, System

Administration, and Service Desk. These SMFs provide consistent

policies, procedures, standards, and best practices that can be

applied across the entire suite of service solutions found in today’s

IT environments.

Details on the concept of IT service management are provided in

Section 2 of this guide, "What Is IT Service Management?"


2. What is IT Service Management?