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IT Operations @ Microsoft

IT Operations @ Microsoft. André Howard Senior Operations Analyst - UK. Introduction. Three things to take away today Complex but works joined up Less is often more We don’t have a monopoly on best practice. Agenda. IT Operations @ Microsoft Strategy Standardisation Centralisation

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IT Operations @ Microsoft

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  1. IT Operations @ Microsoft André Howard Senior Operations Analyst - UK

  2. Introduction Three things to take away today • Complex but works joined up • Less is often more • We don’t have a monopoly on best practice

  3. Agenda • IT Operations @ Microsoft • Strategy • Standardisation • Centralisation • Automation

  4. IT Operations @ Microsoft Operations Strategy

  5. Microsoft’s Worldwide IT • 72,000 mailboxes • 110 Exchange Messaging Servers • 150,000+ PCs • >7,000 servers Stockholm Benelux Dublin Munich TVP Chicago Canyon Park, Redmond Les Ulis Milan Madrid Chofu & Otemachi Silicon Valley Charlotte Los Colinas Dubai • 400+ supported MS sites worldwide • >26M NT events • >400 apps • 26M voice calls per month • 50K employees • 5K contractors • 17K vendors Singapore Sao Paulo Sydney Johannesburg • 4.5M+ e-mail messages per day internally

  6. Operational Area Strategic Area Infrastructure Operations Regional Functions Central Functions SiteOperations DataCenter Messaging Network Helpdesk Tier 3 ProgramManagement AccountManagement Engineering ServiceManagement

  7. Operations: Past • Network • Poor Technology/Low MTBF • Low Bandwidth & High Cost • Poor Scalability • Hardware • No Standards for systems • Poor Monitoring of services/systems • High Costs for maintenance/purchase • Distributed Environment • Duplication of Systems/Applications/Data • High Costs for management/support

  8. RDC EDC SDC Services & Applications Operations: Present • Enterprise Data Center • Origin point for Network • Tier 3 staff, 7x24 monitoring, RDC/SDC remote monitoring, host application servers regional and global, RDC/SDC escalation point • Regional Data Center • Tier 2 staff, 7x24 support, Redundant Network Backbone connection, Hub Site for SDC • Host applications, Exchange, Public Folders, Internet Proxy, Mail Gateway, RAS, Backup/Restore, DDS Server, DHCP • Site Data Center • Network connection to RDC • Login service, File Server with local share points, Print Server

  9. A Strategy for Change Goals: • Improve Efficiency • Be Smarter • Reduce Time to Market • Improve Standards • Reduce Costs/Headcount • We do not have access to a never ending pot of money • Increase Availability/Quality • but do not reduce service Methods: • Standardisation • Centralisation (Remote Operations) • Automation • Lights Out • Data Centre Taxonomy

  10. Operations: Future – A Dream?Model Enterprise Infrastructure ~ MEI Data Centre Taxonomy

  11. DC4 DC2 Operations: Future – A Dream?Model Enterprise Infrastructure ~ MEI • Data Center 4 • Origin point for Network • Tier 3 staff, 7x24 monitoring, RDC remote monitoring, host application servers regional and global, Exchange, Public Folders, DHCP, Login service, SAN’s for File Storage, RDC escalation point • Data Centre 2 • Tier 2 staff, 7x24 support, Redundant Network Backbone connection • Internet Proxy, Mail Gateway, RAS, Local Backup/Restore, DDS Server, Print Server

  12. IT Operations @ Microsoft Operations Standardization

  13. Server Standards - Hardware • Hardware Engineering • Provides tested and application engineered systems • Build documentation for hardware • Escalation Support

  14. Server Standards - Software • OTG Service Packs (IPAK) • Installation of all core OS and applications i.e. SQL, IIS via scripts • Build documentation for software • Escalation Support

  15. Change Management • OTG Change Management • Enables tracking of new builds, procurement, moves, adds and changes • Single Web interface supports our global sites • Built in approval procedure

  16. Change Control • OTG Change Control • Communication to our business • Notification to our peers • Search to see what’s coming

  17. IT Operations @ Microsoft Operations Centralisation

  18. Remote Server Management • Terminal Services: • Fast & easy remote Server administration • Remote Insight Board (LOE): • Server independent • separate Power Supply, GUI, Keyboard/Mouse, NIC, integrated Web server • Full remote access • independent from OS or system state of the server • Remote Console • Remote Floppy drive • Remote power on/off of the server

  19. Server Monitoring - Concept Ticket System MOM Event DB GNS Asset ECM Config DB CIM Events Dell OM Events OS Events BackOffice Events NetIQ Events Application Events Helios Events Httpmon Events HPOV Events MOM Server Event Yellow Console Polling Events 3rd Party Events ECM Events

  20. Challenges of Centralisation • Multiple Languages • Multiple Currencies • Different working weeks • Different time zones

  21. IT Operations @ Microsoft Operations Automation

  22. Automated Share Administration • Share Administration • Enables clients to self serve share access • Single interface supports our global sites • Built in approval procedure

  23. Automated DL/SG Administration • Distribution List & Security Group Administration • Enables clients to self serve DL & SG access • Single interface supports our global sites • Built in approval procedure

  24. Automation – for you • What do you do that is repetitive? • What can you automate? • How much money would you save? • How much time would you save?

  25. In closing... • Complex but works joined up • Less is often more • We don’t have a monopoly on best practice You are IT, We are IT, lets work together

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