ITOperationsAtMicrosoft微软的IT运营要点课件

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1、IT Operations at MicrosoftPublishedPublished:May 2004May 2004AgendaIT MissionFacts and FiguresCentralized IT ModelOperations Service OfferingsStandardizationManagement ToolsLessons LearnedIT Mission PrioritiesBe the first and best Microsoft customerProvide thought leadershipSet a coordinated IT stra

2、tegyRun a world class utilityE-mail 5-7 M e-mail messages per day internally 8.5M inbound mails/day 7.5M inbound mails filtered/dayMicrosoft IT EnvironmentDevices 200K PCs 8K data center servers 275K network hosts 10K network devicesIncident Mgmt90K help desk calls/month7K infrastructure Service Req

3、uests/month6K changes/monthMonthly Remote Access 45K RAS 49K OWA 18K RPC over httpAppsSingle Instance SAP 1,371LOB appsPhones 11M campus calls/month 6.3 M PSS calls/monthLocations317 sites 25%Internet only connectUsers 50K Employees 5K Contractors 17K Vendors317 WAN sites in 65 317 WAN sites in 65 c

4、ountriescountriesMicrosoft Network OverviewCharlotteCharlotteHub and spoke Hub and spoke topologytopologyMore than 8,000 serversMore than 8,000 serversSydneySydneyChofu&OtemachiChofu&OtemachiLes UlisLes UlisTVPTVPDublinDublinBeneluxBeneluxMadridMadridDubaiDubaiSingaporeSingaporeJohannesburgJohannesb

5、urgSao PauloSao PauloCanyon ParkCanyon ParkRedmondRedmondLos ColinasLos ColinasChicagoChicagoMilanMilanStockholmStockholmMunichMunichSilicon ValleySilicon ValleyCISCO for production CISCO for production networknetworkIT OrganizationCentralized IT operationsReduced operation costs38%lower than distri

6、buted Gartner1Required for effective standardizationRegional representationAccount managers are the“face”of IT in regionsProvides understanding of local business and cultural issuesAllows for local accountability and involvement with the business Links IT service levels directly to localized busines

7、s driversWorld wide service offering definitionsServer Offering 1:Power,cooling,and physical securityServer Offering 2:Add best effort(reactive)supportServer Offering 3:Add full service supportKey guidelinesHigher compliance with standards as you go upSpecific software patches/upgrades not optionalC

8、larify roles,responsibilities,and expectations between IT and CustomerOperations Service OfferingsStandardizationAchieving standardizationService level determines IT support based on degree of standardizationAllow most anything,but provide top support for those who run standard hardware&software pla

9、tformModel makes it more expensive to be non-standard as business units can not match our efficiencies/economies of scaleSecurity patches are not optionalKey to efficiency and effectivenessReduced complexity,support,and training requirementsReduced mean-time to resolve(MTTR)through greater experienc

10、e/expertise with standard systems/platformsLeverage CentralizationMonitoring spaceGNOC,DCOPS,GTOCTools consoleGlobal view and correlationProcess and escalation templatesShared resources and best practicesTechNetIssue ResolutionDrive to solve issues remotelyTier 3 escalation group/infrastructure serv

11、iceService management group/infrastructure serviceClear line between application/infrastructure supportToolsMicrosoft Operations Manager as top tier consoleAll tools instrumented for Windows NT eventsAuto ticket generation based on alertsBusiness Prioritization of Issues Measure,track,and improve ke

12、y metricsVolume(overall activity)Latency(96%of alerts at console in less than two minutes)Alert to ticket ratio(from 35:1 to 3:1 in 2 years)Emphasis on remote resolution of software issuesLessons LearnedChargeback modelPartial cost recovery direct cost only to influence behaviorIncludes datacenter,n

13、etwork,backup,service,and support costsUnit prices do not vary in a fiscal yearDoes not undermine budgeting effortsCustomers live with their volume variancesEmpower customers to calculate cost impact of decisionsIncrease visibility and accountability for IT costsLessons LearnedFacilities competency

14、as a requirement for high availabilityIf the design availability of the facility is not known,neither is that of the serviceLessons LearnedEffective Worldwide IT includesCentralized infrastructureRegional IT representationStandards for hardware,software,tools,and networkCentral strategy for distribu

15、tion of key infrastructure assetsLeverage active directoryDatacenters and e-mailLessons LearnedDisaster recovery preparedness Prepare nowPlan for a substantial and lengthy effortCreate a global command team for major incident responseLessons LearnedExecutive supportSecurity decisionsConsolidation st

16、rategiesPrioritization decisions into budget reality Metrics,metrics,and metricsFocus on what to measure and whyShared goalsFor More InformationAdditional content on Microsoft IT deployments and best practices can be found on http:/Microsoft TechNet http:/ Case Study Resourceshttp:/ This document is

17、 provided for informational purposes only.MICROSOFT MAKES NO WARRANTIES,EXPRESS OR IMPLIED,IN THIS DOCUMENT.2004 Microsoft Corporation.All rights reserved.This presentation is for informational purposes only.MICROSOFT MAKES NO WARRANTIES,EXPRESS OR IMPLIED,IN THIS SUMMARY.Microsoft,Microsoft Press,V

18、isual Studio,Visual SourceSafe,Windows and Windows NT 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.AppendixEnvironment S

19、erver Management CostsDistribution of direct costs for servers in Headquarters Data CenterServices represented are typical of enterprise organizations(product development and test costs factored out)ToolsMicrosoft Operations Manager:Servers and consoleIncharge by SMARTS:Network monitoringHardware mo

20、nitoring toolsCompaq Insight Manager(CIM),Dell OpenManage,HP Toptools,etc.Support toolsCustom solution for customer management,Siebel for ticketing,Primus for knowledge managementCustom solution for performance trendingCisco Works for pushing code to Network devicesMeasurement toolsDashboards and scorecards provide summary view and indicate trends