Patch Management:Patch Management:The Process and Best PracticesThe Process and Best Practices

Name: Kate SimpsonName: Kate SimpsonTitle: RSE Biz Apps Training Lead Title: RSE Biz Apps Training Lead Group: GTSC ReadinessGroup: GTSC Readiness

Understanding the ProcessUnderstanding the ProcessMicrosoft is committed to resolving Microsoft is committed to resolving customer issuescustomer issues

While avoiding introduction of additional While avoiding introduction of additional issuesissues

The Process is in place to mitigate risk The Process is in place to mitigate risk What is best for the customer and the BizWhat is best for the customer and the Biz

Deployment best practicesDeployment best practicesWhen is a patch right for you?When is a patch right for you?

What type of fix is needed?What type of fix is needed?

How to deployHow to deploy

Patch Management ProcessPatch Management Process

Customeropens asupportincident

PSStroubleshoots

the issue

IssueVerification

ByDesign?

Request aHotfix

No

Yes

Stage 1

Identify Problem

Stage 2

Customer Decision

Submit aDesign Change

Request

Accepted?

Stage 3

Build Solution

Inform theCustomer

NOPrivate

Release

HotfixServicePatch

Yes

The Patch Process Stage 1The Patch Process Stage 1Identify the ProblemIdentify the Problem

Customer finds a problem Customer finds a problem Problem is researched to determine impact on the Problem is researched to determine impact on the businessbusiness

PSS incident is openedPSS incident is openedPSS searches for a work around PSS searches for a work around

PSS researches issue to determine the root causePSS researches issue to determine the root cause

Issue is submitted for verificationIssue is submitted for verification72 hours turn around72 hours turn around

Product Group verifies that this is a new issueProduct Group verifies that this is a new issue

Patch issues are not decremented against support Patch issues are not decremented against support contractscontracts

The HotFix Process Stage 2The HotFix Process Stage 2Customer DecisionCustomer Decision

Request a fix HotFixRequest a fix HotFix

Triaged with Product GroupTriaged with Product GroupFeasibility – regressionFeasibility – regression

PriorityPriority

Work around vs HotFixWork around vs HotFix

ResourcesResources

72 hours turn around72 hours turn around

Request a Design Change RequestRequest a Design Change RequestSame criteria for acceptance as for a code FixSame criteria for acceptance as for a code Fix

The HotFix Process Stage 3The HotFix Process Stage 3Building a SolutionBuilding a Solution

Private Release sent to customerPrivate Release sent to customerApply to fully patched Test environmentApply to fully patched Test environment

Test Test

HotFix prepared HotFix prepared All previous hotfixes are packaged as an .exe All previous hotfixes are packaged as an .exe

Specific feature area testedSpecific feature area tested

Available upon request Available upon request

Turn- around is appox. 30 daysTurn- around is appox. 30 days

Service PackService PackFully tested – available to the publicFully tested – available to the public

May contain additional improvementsMay contain additional improvements

Types of PatchesTypes of PatchesPrivate Release, minimal testingPrivate Release, minimal testing

Created just for the specific customerCreated just for the specific customerNot packaged, manual installation such as Not packaged, manual installation such as registry settings or SQL scripts to runregistry settings or SQL scripts to run

HotFix – tested within the context of HotFix – tested within the context of the problem.the problem.

Roll-up of all previous HotFixesRoll-up of all previous HotFixesPackaged as an .exe Packaged as an .exe May need to run SQL scripts or create a May need to run SQL scripts or create a registry settingregistry setting

Service Pack– Service Pack– full regression testfull regression test

May need to run SQL scriptsMay need to run SQL scripts

HotFix for Client or Server?HotFix for Client or Server?Server sideServer side

Files replaced .asp or .sql Files replaced .asp or .sql

Client sideClient sideWinproj.exe replacedWinproj.exe replaced

KB article for HotFixKB article for HotFixRoll up of all previous hotfixesRoll up of all previous hotfixesList of the latest fixes added List of the latest fixes added Describes the symptoms of the fixes Describes the symptoms of the fixes added to the roll upadded to the roll up22ndnd KB for each individual fix KB for each individual fix

Some fixes only prevent behaviorSome fixes only prevent behavior22ndnd KB article includes steps to correct KB article includes steps to correct

Deploying a FixDeploying a Fix

A Private Release requires that the A Private Release requires that the latest HotFixes are applied to both latest HotFixes are applied to both Server and Client Server and Client

Apply to Test environment first!Apply to Test environment first!

Is a HotFix right for your situation?Is a HotFix right for your situation?

Some fixes only prevent the problem Some fixes only prevent the problem but do not correct existing databut do not correct existing data

Read the KB for complete informationRead the KB for complete information

Some fixes require both a Server and a Some fixes require both a Server and a Client side fixClient side fix

Gaps between SP and QFEGaps between SP and QFE

SP1 for Project 2002SP1 for Project 2002HotFixes release after the SP1 HotFixes release after the SP1

SP1 2003 – planned for summerSP1 2003 – planned for summer

Hotfixes that don’t make the SPHotfixes that don’t make the SP watch the KB for additional Hotfixes.watch the KB for additional Hotfixes.

Q & AQ & A

© 2004 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.