Bridging From MOF Guidance To Microsoft Products - A Companion Guide

Bridging from MOF Guidance to
Microsoft Products
A MOF Companion Guide
Version 1.0
Published: July 2010

For the latest information, please see
microsoft.com/technet/SolutionAccelerators
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Contents
Introduction ................................................................................................... 1
Intended Audience ....................................................................................... 2
How to Use This Document ............................................................................. 3
Navigating the Document .............................................................................. 3
Navigating SMFs .......................................................................................... 3
Considerations ............................................................................................. 4
Navigating MOF............................................................................................... 5
About MOF .................................................................................................. 5
Fundamental Components ............................................................................. 5
Phase and Layer Snapshots ........................................................................... 6
Management Review Snapshots ..................................................................... 7
Plan Phase SMFs ............................................................................................. 9
Business/IT Alignment SMF ........................................................................... 9
Policy SMF ..................................................................................................17
Financial Management SMF ...........................................................................20
Deliver Phase SMFs ....................................................................................... 22
Envision SMF ..............................................................................................22
Project Planning SMF ...................................................................................23
Build SMF ...................................................................................................24
Stabilize SMF ..............................................................................................25
Deploy SMF ................................................................................................26
Operate Phase SMFs ..................................................................................... 32
Operations SMF ...........................................................................................32
Service Monitoring and Control SMF ...............................................................34
Customer Service SMF .................................................................................38
Problem Management SMF ...........................................................................40
Manage Layer SMFs ...................................................................................... 42
Governance, Risk, and Compliance SMF .........................................................42
Change and Configuration SMF .....................................................................47
Team SMF ..................................................................................................51
Call to Action ................................................................................................ 53
Feedback....................................................................................................53
Appendix A: MOF Management Reviews........................................................ 54
Service Alignment Management Review .........................................................54
Portfolio Management Review .......................................................................55
Project Plan Approved Management Review ....................................................56
Release Readiness Management Review .........................................................57
Operational Health Management Review.........................................................58
Policy and Control Management Review..........................................................59
Appendix B: Microsoft Product/SMF Quick Reference Chart .......................... 60
Acknowledgments ......................................................................................... 61
Introduction
Because technology has become more service-oriented and the corresponding service management
frameworks better at providing supportive guidance, IT professionals now, more than ever, recognize the
importance of delivering technology-based services, not just technology. Service management
frameworks have helped IT professionals to better conceptualize the IT value chain and to focus more on
business-oriented outcomes. Service management processes have structured this value chain to better
align technology and management activities to achieve these outcomes.
While the right outcomes are clear, determining the best ways to achieve them is not always so evident.
IT service management best practices are often generic and technology neutral. This neutrality expands
applicability, but also leaves practitioners on their own to provide the detailsthat is, to determine
specifically how to implement these practices, embed them in daily work, and ultimately achieve desired
outcomes.
Implementing service management best practices commonly brings together two constituents of the IT
organization:
IT process professionals, who attempt to wrap service management processes around technology
operations.
IT technology professionals, who attempt to architect and operate technology within this process
context.
These groups need to collaborate to close the gap between high-level service management processes
and detailed technology architecture and operations. They need to determine how to effectively blend
these ingredients to achieve the agreed upon objectives.
This paper aims to bridge this gap by clearly illustrating how to apply Microsoft Operations Framework
(MOF) concepts using Microsoft products. The goal is to make it easier for IT technology and process
professionals to collaborate, helping them achieve service management outcomes faster, better, and
more easily.
It does this by outlining MOF outcomes on a component-by-component basis and then by highlighting
specific product resourcesfeatures, tools, and actionable tacticsthat align with those outcomes.
These are resources IT technology professionals can use immediately to apply MOF in their daily work.
The end result is achievement of business-oriented outcomes by using Microsoft products to apply MOF
practices.
Business
Outcomes
MOF
Outcomes
IT Process Pro Domain IT Technology Pro Domain
Plan
Deliver
Operate
Manage
Figure 1. MOF concepts can be implemented using Microsoft products.
2 Microsoft Operations Framework 4.0
Intended Audience
The intended audiences for this paper are IT technology professionals and IT process professionals. The
goals of this paper are:
To help all readers focus on key business-oriented outcomes.
To help the IT technology professional better grasp essential MOF concepts and practices and
identify or recognize specific technology resources to support them.
To help the IT process professional become better acquainted with the ways in which Microsoft
products can support MOF service management functions (SMFs).
Bridging from MOF Guidance to Microsoft Products: A MOF Companion Guide 3
How to Use This Document

This is a reference document, so its not necessary to read it entirely. As described below, its constructed
so that you can navigate quickly to the relevant content.
Navigating the Document

The document is organized by the top-level MOF components. The major sections are described in the
following table.
Navigating MOF Plan Phase Deliver Phase Operate Phase Manage Layer
Pages 58 Pages 921 Pages 2231 Pages 3241 Pages 42-52
Covers everything Covers activities Covers activities Covers activities Covers activities
you need to know related to IT related to related to related to
about MOF in strategy, envisioning, operating, managing
order to obtain the standards, policies, planning, building, monitoring, governance, risk,
most value from and finances. testing, and supporting, and compliance,
this paper. deploying IT addressing issues changes,
service solutions. with IT services. configurations, and
organizations.
Navigating SMFs
The SMF page summarizes the goal, activities, desired outcomes, and health indicators of each SMF.
These pages help you understand why the SMF is important, the major work involved, the business-
oriented results it aims to achieve, and ways in which that achievement is measured.
Each MOF SMF features four types of content:
Outcomes and health indicators. Lists outcomes expected by customers and the provider and the
health indicators that demonstrate whether the outcomes have been achieved.
Essential actions. Outlines the fundamental tasks necessary to achieving desired outcomes.
Helpful products. Lists the Microsoft products you can use to achieve MOF outcomes with greater
speed, ease, and consistency.
Platform-specific resources. Lists native functionality and related guidance that also help you
achieve MOF outcomes.
Products and platform resources are indicated by these icons:
An article or document
A tool or utility
A webcast or video
A blog entry or commentary
Considerations
This paper was developed to fit a specific purpose and as such, its worth noting a few important
considerations:
This document does not cover MOF in detail. This paper is not intended to explain MOF in detail,
but only to provide enough information to adequately connect MOF to Microsoft products. If you are a
complete MOF beginner or a novice, you will probably find this paper to be a good primer, but you will
also want to do more study or potentially participate in training to develop a deeper understanding of
MOF.
Not all MOF concepts map to Microsoft products. Some MOF concepts simply arent supported in
a natural or material way by Microsoft products, and it is not this papers intent to showcase extensive
support. Instead, the intent is to highlight good resources that can help the IT professional achieve
MOF outcomes faster and more easily.
Using a resource does not guarantee achievement of the related outcome. The resources listed
in this paper can contribute positively to MOF outcomes, but they can only contribute incrementally.
Effectively managing IT services as MOF describes requires doing many things well, and a reliable,
compliant technology is only one part of the equation.
Focus on the outcomes as much as the resources. The resources listed in this paper are means
to various ends, those ends being MOFs service- and business-oriented outcomes. The focus should
always be on achieving the right outcomes consistently and efficiently, regardless of the resources
used.
Navigating MOF
If you are not already familiar with MOF, this section provides the essential information youll need to
know in order to obtain full value from the paper.
Figure 2. MOF Service Management Lifecycle
About MOF
Microsoft Operations Framework (MOF) consists of integrated best practices, principles, and activities
that provide comprehensive guidelines for achieving reliability for IT solutions and services. MOF provides
question-based guidance that helps you determine the outcomes and activities necessary to keep your IT
organization functioning effectively.
MOF encompasses key activities and processes involved in managing an IT service: from conception to
development to operations, maintenance, and, ultimately, its retirement. Collectively, these represent the
complete lifecycle of an IT service.
Fundamental Components
MOFs fundamental components are described in the following table.
MOF Component What you need to know
Service Management Functions Service Management Functions (SMFs) are the processes,
(SMFs) people, and measurable outcomes required to align IT services to
business requirements.
Phases The overall service lifecycle is broken into Phases, which group
together SMFs and management reviews.
Manage Layer The Manage Layer establishes an integrated approach to IT
service management activities, which helps coordinate the work of
the SMFs in the three lifecycle phases.
Management Reviews Management reviews are the internal controls that assess and
validate achievement of goals, readiness to move forward in the
service lifecycle, and attainment of business value.
MOF Component What you need to know

Accountabilities The Team SMF defines Accountabilities, which represent a way
of organizing IT work that ensures the right work gets done by
assigning someone who is held accountable for whether it gets
done,
Phase and Layer Snapshots

These snapshots list the SMFs within each phase and layer, describing their overall objective and
deliverables.
Plan Phase SMFs

The Plan Phase is where the business and IT partner to determine how IT can most effectively deliver
services which enable the overall organization to succeed.
SMF Business/IT Reliability Policy Financial

Alignment Management
What it does Delivers the right Ensures service Defines and Accurately
services to the capacity, manages IT predicts, accounts
business. availability, policies to make for, and optimizes
continuity, and IT effective and service costs and
data integrity are support business maximizes
aligned to the priorities. investments.
business needs in
a cost-effective
manner.
What it delivers IT service strategy IT standards IT policies IT financial plans

and metrics
Deliver Phase SMFs

The Deliver Phase takes a service solution from vision through deployment, ensuring a stable solution in
line with business requirements and customer specifications.
SMF Envision Project Build Stabilize Deploy
Planning
What it does Clearly Builds a project Builds a Resolves all Deploys a
communicates plan that all solution that issues and stable solution
the projects stakeholders meets the releases a that satisfies
vision, scope, agree is customers high-quality the customer,
and risk. feasible and expectations solution that and
meets and meets the successfully
customer specifications customers transfers it
needs. as defined in expectations from the
the functional and project team to
specification. specifications. the Operations
and Support
teams.
What it Vision Project plan Developed Tested, stable Operational
delivers document document solution solution service
Operate Phase SMFs

The Operate phase ensures that deployed IT services are operated, monitored, and supported in line with
SLA targets.
SMF Operations Service Monitoring Customer Service Problem

and Control Management
What it Defines, Observes IT service Provides users with Determines the root
does documents, and health and initiates a positive causes of problems
executes the work remedial actions to experience and and predicts future
necessary to minimize the impact addresses problems.
efficiently and of service incidents complaints or
successfully operate and system events. issues.
IT services.
What it Operations Guide IT health data Effective user Effective problem

delivers service resolution
Manage Layer
The Manage Layer promotes consistency and accountability in planning and delivering IT services and
provides the basis for developing and operating a resilient IT environment.
SMF Governance, Risk, and Change and Team

Compliance Configuration
What it Supports, sustains, and Ensures changes are Organizes agile, flexible,
does grows the organization minimized and planned IT and scalable teams doing
while managing risks and services are robust. required work.
constraints.
What it IT objectives achieved; Known configurations and Clear accountabilities,

delivers change and risk managed predictable adaptations. roles, and work
and documented. assignments.
Management Review Snapshots

These snapshots outline the focus of the management reviews associated with each phase and layer.
Plan Phase
Review Service Alignment Portfolio
Focus Understanding the state of supply Understanding the concepts and requirements of
and demand for IT services and proposed IT service changes, and deciding whether
directing investments to make sure to invest further in the development of those
that the business value of IT is concepts.
realized.
Deliver Phase
Review Project Plan Approved Release Readiness
Focus Approving the projects functional Confirming the readiness of solution operability
specification, master plan, and and supportability, the production environment, the
master schedule so the solution can customer and users, and the overall release
move to development. package.
Operate Phase
Review Operational Health
Focus Regular and structured assessment of internal operating processes and service health to
ensure efficiency and consistent achievement of target performance.
Manage Layer
Review Policy & Control
Focus Regularly evaluate the appropriateness and effectiveness of the policies and controls in
place across the IT service lifecycle.
Plan Phase SMFs

The Plan Phase includes the following SMFs:
Business/IT Alignment
Reliability
Financial Management
Business/IT Alignment SMF
The Business/IT Alignment SMF ensures the goals, needs, and strategies of the business are in sync
with the goals, needs, strategies, services, projects, and resources of the IT function.
The Business/IT Alignment SMF involves:
Defining an IT service strategy.
Identifying and mapping services.
Identifying IT service demand and managing business requests.
Developing and evaluating the IT service portfolio.
Managing service levels.
Why Should I Care About It?

When you apply this SMF effectively, you will:
Better understand and document your capacity and capability.
Better understand your customers expectations.
Better match your work, resources, and investments to those expectations.
Increase your ability to satisfy your customers.
How Can I Learn More?

Read the MOF Business/IT Alignment SMF white paper to learn more.
http://technet.microsoft.com/en-us/library/cc543303.aspx
Team SMF Accountabilities

Service is the primary accountability:
The Supplier Manager ensures effective vendor relationships.
The Portfolio Manager ensures available services are accurately reflected in the service catalog.
The Account Manager drives effective relationships with customers and users in the business.
Outcomes Health indicators

Customers The business continues to invest in enhancements or new
Consider IT a services.
strategic asset. The business consults with IT as part of strategic
decisions, acquisitions, or new directions.

The Provider... The business and IT publish and measure an annual IT
Has a strategic plan. service strategy that links IT and business goals, metrics,
budgets, risks, and action plans.
Has an IT has a predictable model for estimating resource

understanding of its consumption and the adoption of new technologies.
capabilities and IT measures business demand of services offered and
resources. uses this information for planning purposes.
Maintains a set of IT has a published service portfolio that identifies all
defined services and projects.
projects that support IT has a published service catalog that identifies and
the strategic plan. describes all services offered.
How can I contribute to Business/IT Alignment SMF outcomes?

Essentials actions
Understand existing capability
This means:
Assessing the IT oranizations capability to deliver on strategic initiatives
Evaluating skill, staffing, and financial constraints
Identifying opportunities to engage partners or vendors to provide services or service components
Link prospective IT initiatives to business goals and priorities
This means:
Strategizing in collaboration with business representatives
Stating IT goals in terms of business goals and measuring outcomes in business terms
Mapping and prioritizing business functions to IT services
Establishing the key IT initiatives that support business objectives
Establishing criteria for prioritizing initiatives, governance guidelines, and risk factors
Assigning responsibility for reviewing and approving proposed initiatives
Publishing and communicating strategies to the organization
Developing protocols for submission of IT project proposals
Design and define IT services
This means:
Identifying business and IT accountabilities and responsibilities for IT services
Determining what the organization calls the service
Identifying the core infrastructure services and corresponding accountabilities and responsibilities
Identifying service users, business contexts, and usage patterns
Defining service components and ownership including hardware, software, internal, and external
Mapping services that expose components and dependencies
Structuring the service portfolio
Designing, populating, and publishing a service catalog
Establishing achievable SLAs, OLAs, and UCs for each service
Implementing periodic service reviews to include SLA, OLA, and UC performance
How can I contribute to Business/IT Alignment SMF outcomes?

Essentials actions
Measure service level attainment
This means:
Determining how IT performance will be measured and how it contributes to business performance
Establishing reporting protocols, policies, and required participants
Determining how improvement opportunities should be identified
Assessing achievement of availability targets and the root causes of underachievement
Assessing the capacity of services and the root causes of under- or over-capacity
Confirming the adequacy of software licensing
Products that help
You can Using With this functionality
Measure service level The Service Level Dashboard for

attainment. System Center Operations
Manager 2007 helps you ensure
business-critical applications and
systems are available and performing
at acceptable levels by evaluating the
service level attainment of an
individual resource or group of
resources over a selected time
period.
http://technet.microsoft.com/en-
us/library/cc540485.aspx
Link prospective IT Project Server 2010 Portfolio

initiatives to business Strategy features allow organizations
goals and priorities. to methodically rank prospective
projects by evaluating project
proposals against prioritized business
goals and applying automated
analytics to rank projects in terms of
greatest value and lowest cost.
http://blogs.msdn.com/project/archive/
2009/11/11/project-2010-introducing-
portfolio-analysis.aspx
Platform-specific resources that help

You can For With this resource
Understand existing The Exchange Service Map is a
capability logical display of the relationships
Design and define between parent and child services
services and their respective owners.
http://www.microsoft.com/technet/pro
dtechnol/exchange/guides/ExMgmtGu
ide/dd3531d4-e058-441b-86dd-
bdb667795d15.mspx?mfr=true
Reliability SMF
The Reliability SMF ensures that services are accessible, dependable, perform without interruption, and
require minimal maintenance.
The Reliability SMF involves planning, implementing, monitoring, and improving IT services in terms of:
Confidentiality
Integrity
Availability
Continuity
Capacity

Minimize service disruptions.
Ensure capacity consistently matches business needs.
Improve ITs ability to recover and continue providing critical services.
Better maintain data integrity and confidentiality.
More predictably achieve SLA targets.

Read the MOF Reliability SMF white paper to learn more.

Architecture is the primary accountability:
The Architecture Manager ensures current and future architecture meets reliability requirements.
The Reliability Manager uses input from the Service Monitoring and Control SMF to ensure the
current environment delivers on reliability requirements.
The Architect designs future solutions to achieve reliability requirements.
Outcomes As measured by
Services Adherence to a proactive capacity plan.
Capacity matches business Number of capacity-related service disruptions.
needs.
Are available to users when Adherence to a proactive, cost-justified availability
needed. plan.
Number of service failures.
Number of service disruptions from anticipated
failures.
Are available as required Alignment of the IT disaster recovery plan to the
during significant failures. business continuity plan.
Tested, trusted, recovery plan supported by the
business.
Maintain satisfactory data Amount of data classified and managed according
integrity and confidentiality. to business policy.
Number of exceptions to data handling and integrity
requirements.
How can I contribute to Reliability SMF outcomes?

Essential actions
Maintain or improve service availability
This means:
Proactively designing for high availability and mitigating single points of failure
Reviewing and learning from historic resilience and related issues
Setting specific and acheivable recoverability targets
Ensuring vendor-delivered components can meet established targets
Developing, documenting, and rigorously executing routine preventive maintenance tasks
Programatically identifying and managing availability risks and mitigation plans
Better recover services in the event of a disaster
This means:
Understanding the organizations business continuity plan and definition of critical systems
Confirming the relationship between service-specific and organization-wide disaster recovery plans
Determining the most appropriate recovery scenario in terms of risk, cost, and speed
Understanding legal and regulatory obligations
Regularly testing and adjusting recovery plans
Communicating recovery plans to users and staff
Maintain or improve data integrity
This means:
Generating and communicating security policies that address data handling
Understanding how services use data and facilitate information transfer
Understanding data criticality, regulatory oversight, and reporting requirements
Understanding retention and disposal requirements
Understanding who needs access to data, when, and how
Promptly recognizing and responding to data that is comprimised
Automating data security management and technical measures to prevent breaches
Perforning regular audits and penetration tests to identify weaknesses
More efficiently manage capacity
This means:
Understanding future business and IT plans for growth that may affect the capacity requirements
Understanding how dependent services affect capacity
Understanding peaks and demand variations that affect the capacity requirements
Planning capacity during service design and avoiding the need to retrofit services later
Achieving capacity requirements with the greatest simplicity and cost effectiveness
Proactively reviewing capacity requirements to avoid remedial work
Automating monitoring and alerting wherever possible to avoid human error
Products that help
You can Using With this functionality
Maintain or improve System Center Operations Manager has

service availability. special High Availability Connectors to
ensure sufficient monitoring capabilities
to support a high-availability
environment.
us/library/dd795263.aspx
Better understand The Operations Manager 2007 Model

and manage service Wizard facilitates specification of site
capacity. and network information, server count,
management information from consoles
and agents, hardware preferences, and
server roles to produce a summary and
a capacity model based on those
specifications.
Better recover Bare Metal Recovery of Windows

services in the event Server 2008 with System Center
of a disaster. Data Protection Manager outlines the
use of DPM 2007 SP1 with the Windows
Server Backup (WSB) utility to perform a
bare metal recovery to restore an entire
server without an operating system.
http://www.microsoft.com/downloads/det
ails.aspx?displaylang=en&FamilyID=437
852ea-f59a-4a0f-8dd5-21c4359d6716
Better recover Microsoft System Center Data

services in the event Protection Manager (DPM) 2007
of a disaster. Disaster Recovery explains how to
restore systems and data in the event of
a partial or complete failure, including
how to prepare for disaster recovery and
how to rebuild protected servers and the
DPM server when server failure occurs,
by using a combination of the features in
DPM and the DPM System Recovery
Tool.
us/library/bb808920.aspx
Maintain or improve Windows System Resource Manager

service availability. allows management of server processor
and memory usage with standard or
custom resource policies to help ensure
all the services provided by a single
server are available on an equal basis or
that resources will always be available to
high-priority applications, services, or
users.
Maintain or improve The Reliability Infrastructure consists

service availability. of operating system diagnostic,
monitoring, and analytic tools that help
reduce restarts, eliminate memory leaks,
and optimize resource utilization.
us/library/cc732712(WS.10).aspx
Maintain or improve The Failover Cluster Design Guide

service availability. provides guidance on deployment goals
and the resulting decisions and design
considerations when creating failover
clusters intended to increase availability
for important applications and services.
us/library/dd197569(WS.10).aspx
Maintain or improve Microsoft SQL Server 2008 Failover

service availability. Clustering builds on Windows Server
failover clusters to provide high-
availability through redundancy at the
instance level.
us/library/ms189134.aspx
Maintain or improve Ensuring High Availability in

service availability. Microsoft Exchange Server 2010
describes architectural features including
integrated service availability, data
availability, and automatic recovery,
which provide the basis for a single high-
availability solution.
us/magazine/ee835711.aspx
Minimize capacity- Exchange 2010 Mailbox Server

related service Capacity Planning is made easier by
disruptions. automatic failover protection at the
Maintain or improve individual mailbox database level instead
service availability. of at the server level.
us/library/ee712771.aspx
Maintain or improve Understanding Backup, Restore, and

data integrity. Disaster Recovery for Exchange 2010
Better recover helps structure and clarify the complex
services in the event process of planning for data protection
of a disaster. and determining the best ways to protect
data.
More effectively Capacity management and sizing for

manage capacity. SharePoint Server 2010 includes
concepts and approaches to
understanding capacity needs and
capabilities of your deployment and the
application impacts that affect capacity.
us/library/cc261700(office.14).aspx
Better recover Business Continuity for SharePoint

services in the event Server 2010 outlines capabilities
of a disaster. important to a continuity strategy
including versioning, Recycle Bin,
Records Center, backup and recovery,
availability, and disaster recovery.
Policy SMF
The Policy SMF helps translate organizational goals and values into written policies.
The Policy SMF involves:
Determining areas requiring policy.
Creating policy.
Validating policy.
Publishing policy.
Enforcing and evaluating policy.
Reviewing and maintaining policy.

Ensure your policies reflect what the organization wants.
Communicate and enforce your policies effectively.
Set clear expectations for standards of behavior.

Read the MOF Policy SMF white paper to learn more.

Policy is the primary accountability:
The IT Executive Officer ensures policies support organizational goals and regulatory requirements.
The IT Manager communicates policies that are usable and enforceable.
The IT Policy Manager delivers effective, current, and applicable policies that address business,
regulatory, and industry requirements.
Services All regulatory audits are passed with no deficiencies.
Comply with regulations.
The Provider... Audits of policies indicate that they appropriately reflect

Maintains IT policies that management objectives.
support management
objectives.
Utilizes policies. There are no audit issues related to activities defined in
policies.
Complies with All compliance audits are passed with no deficiencies
regulations. (for example, security, privacy, or standards of conduct).
How can I contribute to Policy SMF outcomes?

Essential actions
Develop appropriate policies
This means:
Understanding the near-term and long-term goals of the business
Understanding contingency plans for the business
Obtaining executive sign-off to communicate policy direction to the organization
Assesing the effectiveness of current policies and procedures
Reviewing audit issues that reflect ineffective, inappropriate, or non-existent policies
Assessing the compliance of applications and systems with policy intent
Analyzing the current future states of technology, practices, and resources
Assigning responsibility for the policies including review and maintenance procedures
Establishing the mediation process in the event of a policy stalemate
Establishing a consistent repository, structure, and review process for policies
Driving data retention policies in accordance with legal and regulatory obligations
Publishing and communicating policies and including channels for questions and feedback
Ensure compliance with regulations and policies
This means:
Evaluating and optimizing policy enforcement controls
Determining and executing appropriate notifications and recording of enforcement
Determining and executing appropriate corrective actions
Establishing and documenting exceptions
Analyzing enforcement in terms of volume, root causes, and cost-effectiveness
Analyzing violations in terms of volume, justification, patterns, and unintended consequences
Identifing opportunities for improving existing policies and enforcement controls
Establishing periodic reviews of partners compliance with policies
Systematically reviewing policies for clarity, intent, relevance, accuracy, and legality
Assessing feedback, considering, and implementing justifiable changes to policies
If you want to For this product This resource can help
Ensure compliance Advanced Security Audit Policy Step-by-

with regulations and Step Guide demonstrates the process of
policies. setting up an advanced Windows 7 and
Windows Server 2008 R2 security auditing
policy infrastructure and creating, applying,
and verifying advanced audit policy settings.
If you want to For this product This resource can help
Ensure compliance Windows Server 2008 Group Policy

with regulations and features information on using Group Policy for
policies. centralized configuration management of the
operating system and applications that run on
the operating system.
us/library/cc726027(WS.10).aspx
Develop Planning and Deploying Advanced

appropriate Security Audit Policies explains options
policies. security policy planners must consider and
Ensure compliance the tasks they must complete to deploy an
with regulations and effective security audit policy in a network that
policies. includes computers running Windows 7 or
Windows Server 2008 R2.
us/library/ee513968(WS.10).aspx
Develop The Exchange 2010 Messaging Policy and

appropriate Compliance collection supports compliance
policies. with organizational, legal, and regulatory
Ensure compliance email policies through guidance on message
with regulations and classification, transport rules, information
policies. rights management, journaling, messaging
records management, multi-mailbox
searches, and personal archives.
us/library/aa998599.aspx
Ensure compliance The Enterprise Policy Management (EPM)

with regulations. Framework leverages and extends the SQL
Server 2008 Policy-Based Management
feature across an entire SQL Server
enterprise and can be used to automate
evaluation of policies against a defined set of
instances of SQL Server, centralize policy
evaluation history to a single source for
enterprise reporting, and define best practices
for implementing policy evaluation.
http://msdn.microsoft.com/en-
Financial Management SMF
The Financial Management SMF describes activities and considerations that improve the value and
financial performance of IT services.
The Financial Management SMF involves:
Establishing service requirements and planning a budget.
Managing finances.
Performing IT accounting and reporting.

Accurately and predictably budget for IT costs.
Fully account for IT service costs.
Create the opportunity to recover service delivery costs from customers.
More accurately perform cost-benefit analysis of proposed IT investments.

Read the MOF Financial Management SMF white paper to learn more.

Management is the primary accountability:
The IT Manager ensures the IT portfolio delivers desired business value, drives accurate resource
forecasting, and maintains known IT services costs and returns.
The IT Finance Manager ensures IT budget and accounting are accurate and timely.
The Business Relationship Manager validates ITs understanding of business requirements and
considers technology opportunities and constraints in business strategy.
Services Consistency and completeness of business value
Deliver business analysis for proposed projects.
value. Consistency and value of project benefits realized.
The Provider... Completeness and quality of IT cost accounting and

Maintains effective tracking.
and accurate IT cost Costs reviewed and improvements in progress.
accounting.
Recovers costs Fairness of customer charges.
effectively. Appropriateness and relevance of the charging model for
the organization.
Effectively maintains Comprehensiveness of financial understanding within IT.
and manages IT Closeness of actual budget to projected budget; absence
budgets. of surprises.
How can I contribute to Financial Management SMF outcomes?

Essential actions
Assess the business value of IT services
This means:
Establishing the impact of IT services on business results
Establishing business dependencies on IT services and the business cost of downtime per service
Systematically communicating IT performance in terms of business contribution
Identifying improvements that will result in greater impact on business results
Creating standard business value criteria to drive funding decisions for key initiatives
Identifying the entire service delivery chain in terms of service components
Making the entire IT organization aware of the impact of IT activities on business value
Assess the business The Microsoft Integrated Virtualization

value of IT services. Calculator uses basic input information and
industry metrics to calculate savings, business
benefits, and return on investment for Microsoft
virtualization solutions.
https://roianalyst.alinean.com/msft/AutoLogin.do
?d=307025591178580657
Assess the business The Windows 7 ROI Tool Lite helps assess
value of IT services. current PC total cost of ownership (TCO),
potential cost savings, and productivity
improvements from implementing Windows 7.
https://roianalyst.alinean.com/msft/AutoLogin.do
?d=893919303036409099
Deliver Phase SMFs

The Deliver Phase includes the following SMFs:
Envision
Project Planning
Build
Stabilize
Deploy
Envision SMF
The Envision SMF forms the solutions core project team, communicates the project vision and scope,
and assesses the projects risks.
The Envision SMF involves:
Organizing the core project team.
Writing the vision/scope document.
Approving the vision/scope document.

Capture and analyze business requirements.
Begin to plan the right solution to meet those requirements.
Articulate the right vision and scope for the project.
Organize the right team members.
Set the stage for more detailed project planning.

Read the MOF Envision SMF white paper to learn more.

Solution is the primary accountability:
The Solution Manager provides ongoing oversight.
The Program Manager sets design goals, describes the solution concept, and creates the project
structure.
The Product Manager sets overall goals, identifies customer needs, determines project
requirements, and produces the vision/scope document.
The provider The number and extent of miscommunications and
Clearly misunderstandings found later on in the project.
understands, The consistency of the vision and scope throughout the
documents, and project.
communicates The approval of the vision/scope document by the team and
project vision and stakeholders.
scope.
Signoff on the Vision/Scope Approved Milestone.
Clearly The number of unaddressed issues occurring during the
understands, project.
documents, and Approval of the risk assessment by the team and
communicates stakeholders.
project risks.
Signoff on the Vision/Scope Approved Milestone.
Note The Deliver Phase is effectively a lifecycle within a lifecycle, with work cascading from one SMF to the next.
Its difficult to do any single Deliver Phase SMF without doing all the rest. For this reason, all product resources
helpful to achieving Deliver Phase SMFs appear as one group beginning on page 29.
Project Planning SMF
The Project Planning SMF delivers a clearly scoped plan for building and delivering an IT service solution.
The Project Planning SMF involves:
Evaluating products and technologies.
Writing the functional specification.
Packaging the master project plan.
Creating the master schedule.
Reviewing the Project Plans Approved Milestone.

Drive agreement with customers on the details of what will be delivered and when.
Achieve clarity on project risks and priorities.
Effectively finalize resources and schedule estimates.

Read the MOF Project Planning SMF white paper to learn more.

The Program Manager sets design goals, describes the solution concept, and creates the project
structure.
The Product Manager sets overall goals, identifies customer needs, determines project
requirements, and produces the vision/scope document.
The solution Number of bugs filed during development.
Design and features are Number of change requests needed for clarification.
clearly documented in Approval of the functional specification by the team
the functional and stakeholders.
specification.
Signoff on the Project Plans Approved MR.
Number of support tickets during pilot or other phases
of the project.
Design and features are Number of features that cannot be traced to
clearly traceable to requirements.
business, user, Approval of the functional specification by the team
operational, and system and stakeholders.
requirements.
Features project plans Number of tasks completed on schedule and as
that clearly describe the planned.
tasks for which the Approval of the master project plan by the team and
project team is stakeholders.
responsible and the
Approval of the master project schedule by the team
schedules for performing
and stakeholders.
those tasks.
Build SMF
The Build SMF develops the solution deliverables and documentation, creates the development and test
lab, and prepares the solution for pilot deployment.
The Build SMF involves:
Preparing for development.
Building the IT service solution.
Preparing to release the solution.
Meeting requirements for the Scope Complete Milestone.

Ensure solution deliverables meet customer expectations.
Ensure solution documentation and the test lab are prepared properly.
Satisfactorily prepare the solution for pilot deployment.

Read the MOF Build SMF white paper to learn more.

The Program Manager ensures specification maps to what is being built.
The Product Manager provides ongoing management of customer expectations.
The solution Number of bugs unresolved or deferred.
Delivered to the Signoff on the Scope Complete Milestone.
customer is free of
defects.
Meets customer Number of design change requests filed.
expectations and Number of bugs filed for incorrect implementation.
specifications as defined
Signoff on the Scope Complete Milestone.
in the functional
specification.
Is delivered to the Date the Scope Complete Milestone is approved.
customer within the
schedules specified
timeline.
Stabilize SMF
The Stabilize SMF releases the highest-quality solution possible at the Release Readiness Milestone.
The Stabilize SMF involves:
Stabilizing a release candidate.
Conducting a pilot test.
Reviewing the Release Readiness Management Review.

Ensure the highest quality solution possible at the time of release.

Read the MOF Stabilize SMF white paper to learn more.

The Program Manager sets design goals, describes the solution concept, creates the project
structure, and documents requirements to test against.
The Product Manager participates in overall testing and applies the organizations needs to testing
process.
The solution Achievement of bug convergence and zero bug
Is stable and of high bounce.
quality. Number of unresolved bugs in the issue-tracking
database.
Issues found by testing Number of unresolved bugs in the issue-tracking
and through pilot database.
feedback are resolved. Signoff on the Release Readiness Milestone.
Meets customer Signoff on the Release Readiness Milestone.
expectations and
specifications as defined
in the functional
specification.
Deploy SMF
The Deploy SMF releases a stable solution into the production environment.
The Deploy SMF involves:
Deploying core IT service solution components.
Deploying sites.
Stabilizing deployment.
Reviewing the Deployment Complete Milestone.

Ensure the most stable solution is released to the production environment.
Effectively transfer responsibility for the solution from the project team to the appropriate operations
and support teams.

Read the MOF Deploy SMF white paper to learn more.

The Program Manager ensures that the solution is within agreed scope and manages the
stabilization of the solution.
The Product Manager processes customer feedback, assesses the deployment, and signs off on the
deployment.
The customer Number of sites fully deployed.
Is satisfied with and Signoff on the Deployment Complete Milestone.
accepts the deployed
solution.
The solution... Number of support issues opened post deployment.
Is stable and deployed
to the production
environment.
Is successfully No project team members still actively involved in the
transferred from the project.
project team to the Number of support escalations from operations and
operations and support support teams.
teams.
How can I contribute to Deliver Phase SMF outcomes?

Essential Actions
Define accurate specifications, scope, and risks
This means:
Establishing and documenting the projects structure including goals, scope, roles, and risks
Assembling the core project team of resources with appropriate skills and availability
Documenting the project vision and scope including business opportunity and solutions concept
Assessing, documenting, and clearly communicating project risks
Gaining stakeholder agreement and signoff on the projects vision and scope
Develop clear and comprehensive project plans
This means:
Evaluating and prototyping products and technologies that fit project and organizational
requirements
Documenting usage scenarios and business, operations, system, and user requirements
Writing the functional specification and the conceptual, logical, and physical designs
Developing individual project plans that address:
Availability
Backup and recovery
Budget
Capacity
How can I contribute to Deliver Phase SMF outcomes?

Essential Actions
Communications
Deployment
Development
Migration
Monitoring
Operations
Performance
Pilot
Purchasing and facilities
Security
Support
Testing
Training
Rolling up individual plans into a master project plan
Developing realistic, prioritized, risk-driven schedules
Gaining stakeholder agreement and signoff on the project plan
Build defect-free solutions
This means:
Building a development lab representative of the production environment
Establishing formal issue-tracking procedures including policies for communication and review
Ensuring testers are well prepared and properly equipped to test the solution
Developing test specifications that validate the success of the solution build
Developing solution deliverables including release notes, code, and configuration documentation
Testing the solution based on the test plan and test cases and using issue-tracking procedures
Preparing for release by refining the pilot plan, deployment plan, and deployment infrastructure
Planning training and communications so all affected parties get exactly the information they need
Gaining stakeholder agreement and signoff on the solution deliverables
Prepare solutions for successful release
This means:
Identifying and resolving bugs until the solution stabilizes and a release candidate is identified
Testing the release candidate and refining training, deployment, operations, and monitoring plans
Conducting user acceptance testing to ensure the solution satisfies user requirements
Piloting the solution and collecting user feedback
Gaining stakeholder agreement and signoff on the readiness of the release
Release solutions with predictable results
This means:
Deploying the solutions core components to production in a controlled manner
Monitoring and stabilizing the solution immediately after deployment
Transferring solution ownership from the project team to the ongoing support and operations teams
Gaining stakeholder agreement and signoff that deployment is complete
You can For Using this resource
Define accurate The Infrastructure Planning and Design series

specifications, scope, helps you clarify and streamline your
and risks. Windows Server 2008 infrastructure design
Develop clear and with topology and scenario-based guidance
comprehensive on critical architectural decisions to be
project plans. addressed, available options, and design
validation.
Build defect-free
solutions. http://technet.microsoft.com/en-
us/solutionaccelerators/ee382254.aspx
Prepare solutions for
successful release.
Release solutions
with predictable
results.
Define accurate The Microsoft Deployment Toolkit provides

specifications, scope, a common console with comprehensive tools,
and risks. guidance, and job aids to efficiently manage
Develop clear and large-scale automated deployments of
comprehensive Windows 7 and Windows Server 2008 R2.
project plans. http://technet.microsoft.com/en-
Build defect-free us/solutionaccelerators/dd407791.aspx
solutions.
successful release.
Release solutions
with predictable
results.
Define accurate Planning for Exchange 2010 topics cover

specifications, scope, important production installation information
and risks. and decisions including system requirements,
Develop clear and Active Directory Domain Services,
comprehensive permissions, and mailbox storage design.
Build defect-free us/library/aa995902.aspx
solutions.
successful release.
Release solutions
with predictable
results.
Define accurate The Exchange Pre-Deployment Analyzer

specifications, scope, helps you evaluate your environment and
and risks. provides a detailed report that will alert you if
Develop clear and there are any issues that could prevent you
comprehensive from deploying Exchange 2010.
project plans. http://www.microsoft.com/downloads/details.a
Build defect-free spx?FamilyID=88b304e7-9912-4cb0-8ead-
solutions. 7479dab1abf2&displaylang=en
successful release.
Release solutions
with predictable
results.
Define accurate The Deploying Exchange 2010 series

specifications, scope, features guidance on a range of deployment
and risks. topics including prerequisites, security
Develop clear and hardening, DNS, new and upgrade installation
comprehensive approaches, post-deployment configuration,
project plans. as well as server role-based installation guide
template documents.
Build defect-free
successful release.
Release solutions
with predictable
results.
Define accurate The Infrastructure Planning and Design

specifications, scope, guide SQL Server 2008 addresses
and risks. fundamental tasks to identify required SQL
Develop clear and Server roles, determine infrastructure
comprehensive components, server placement, and the
project plans. necessary fault-tolerance configuration as
well as to optimize policy-based
Build defect-free
management.
solutions.
us/solutionaccelerators/ee424434.aspx
successful release.
Release solutions
with predictable
results.
Define accurate The SQL Server 2008 R2 Installation series

specifications, scope, covers planning, installation, and
and risks. configuration including considerations for
Develop clear and installing the SQL Server Database Engine,
comprehensive Analysis Services, PowerPivot for SharePoint,
project plans. Reporting Services, Integration Services,
Server Replication, and Server Management.
Build defect-free
us/library/bb500469(SQL.105).aspx
successful release.
Release solutions
with predictable
results.
Define accurate The Deployment for SharePoint 2010
specifications, scope, series includes information about deployment
and risks. scenarios, installation instructions for new
Develop clear and installation and upgrades, and post-
comprehensive installation configuration steps.
Build defect-free us/library/cc262957(office.14).aspx
solutions.
successful release.
Release solutions
with predictable
results.
Define accurate Planning and Architecture for SharePoint
specifications, scope, Server 2010 features planning and
and risks. architecture guides to develop conceptual,
Develop clear and logical, and physical designs for configuring
comprehensive Microsoft SharePoint Server 2010 features,
project plans. servers, and topologies to ensure reliability,
availability, and scalability.
Build defect-free
successful release.
Release solutions
with predictable
results.
Operate Phase SMFs

The Operate Phase includes the following SMFs:
Operations
Service Monitoring and Control
Customer Service
Problem Management
Operations SMF
The Operations SMF ensures the effective and efficient day-to-day operations of a production IT service.
The Operations SMF involves:
Defining operational work requirements.
Building operational work instructions.
Planning operational work.
Executing operational work.
Maintaining operational work instructions.
Managing operational work.

Ensure work required to successfully operate IT services has been identified and described.
Reduce reactive work.
Minimize service disruptions and downtime.
Execute recurring and on-demand tasks effectively and efficiently.

Read the MOF Operations SMF white paper to learn more.

Operations is the primary accountability:
The Operations Manager provides management oversight.
The Technology Area Manager ensures work instructions are carried out as intended.
The Monitoring Manager ensures needed monitoring information is generated.

Services Number of service availability, service level
Meet availability agreement (SLA) targets missed.
expectations.
Reflect improved Number of incidents the first month.
operations following
releases and/or

changes.
The Provider... Number of Operations staff, number of work hours
Staff is more efficient. used outside operations plan.
Reduces reactive work. Reduction in number of incidents.
How can I contribute to Operations SMF outcomes?

Essential actions
Optimize staff time and effort spent on operations work
This means:
Identifying operational maintenance, administration, security, monitoring, and reporting tasks
Determining optimal delivery methods for operational tasks including opportunities for automation
Identifying resources with key knowledge of technologies, infrastructure, architecture, and operations
Identifying and gathering relevant internal and vendor documentation and guidance
Developing and testing work instructions for operational tasks
Prioritizing and categorizing work including identification of dependencies and constraints
Building the work schedule and resource assignments
Maintaining and optimizing tasks, scheduling, resource assignments, and work instructions
Verifying and logging work performed
Meet service level agreements
This means:
Scheduling operational work to reduce impact on end users
Optimizing the sequence of operational work to reduce impact to service availability
Optimize staff time Operations for SharePoint Server 2010

and effort spent on features guidance on efficiently operating and
operations work. maintaining servers, server farms, sites, and
Meet service level solutions including backup and recovery,
agreements. managing databases, web application
management, service application
management, health monitoring, security and
permissions administration, managing site
collections, service applications and services,
features such as workflow, and sandboxed
solutions.
Meet service level Understanding Priority Queuing explains

agreements. how prioritized delivery of messages based
on the message priority can be helpful in
defining specific service level agreement
(SLA) requirements for message delivery
times.
Meet service level Understanding Delivery Agents describes

agreements. how Delivery Agent connectors allow analysis
of performance against service level
agreements (SLAs) by tracking the latency of
message delivery to the foreign system.
Service Monitoring and Control SMF
The Service Monitoring and Control (SMC) SMF ensures that services are operated, maintained, and
supported in line with service level agreement (SLA) targets through real-time observation and alerting
about IT health conditions.
The Service Monitoring and Control SMF involves:
Defining service monitoring requirements.
Implementing a service.
Conducting continuous monitoring.

Observe and build data on IT service health and performance trends.
Take remedial actions that minimize the impact of service incidents and system events.
Understand the infrastructure components responsible for the delivery of services.

Read the MOF Service Monitoring and Control SMF white paper to learn more.

The Monitoring Manager monitors IT service health, helps define IT service to be monitored, and
helps prepare service component health model.
The Scheduling Manager avoids scheduling conflicting work.
The Operations Manager drives definition of IT service to be monitored and preparation of service
component health model.

Services Percent of time service is available.
Meet availability
expectations.
Service levels and Number of breaches to SLAs and OLAs.
operating levels are not
breached.
Service incidents are Number of service incidents.
proactively prevented.
How can I achieve Service Monitoring and Control SMF outcomes?

Essential actions
Monitor and meet service availability expectations
This means:
Defining IT services to be monitored including service level requirements and business criticality
Preparing a service component health model including CIs, dependencies, and failure events
Understanding reliability requirements
Assigning and preparing groups responsible for monitoring
Identifying monitoring solutions considering service requirements, available tools, and constraints
Documenting monitoring requirements including tasks, alerts, key knowledge, and reporting
Establishing notification policies, communication methods, handling procedures, and coverage hours
Identifying events that qualify as incidents and needs for correlating events
Assigning responsibility for event analysis and establishing standard handling procedures
Establishing event resolution procedures including escalation
Prevent service incidents
This means:
Establishing procedures for promptly resolving and escalating events
Producing reporting and statistics on events
Conducting operational health management reviews
Planning and executing improvements resulting from monitoring and operational health reviews
Products that help
You can Using With this resource
Monitor and meet How to Configure Incident SLAs in System

service availability Center Service Manager covers associating
expectations. service level agreements (SLAs) with
Prevent service incidents and how to set up customized
incidents. reporting, notification, and escalation for
incidents nearing an SLA breach.
http://blogs.technet.com/servicemanager/arch
ive/2010/05/06/incident-sla-management-in-
service-manager.aspx
Products that help
Monitor and meet Introducing System Center Virtual Machine

service availability Manager Performance & Resource
expectations. Optimization (PRO) provides the minimizing
Prevent service of downtime, accelerating time to resolution,
incidents. and, for advanced users, with carefully
designed policies, achieving a self-healing,
auto-recovery, hands-free management
experience.
http://blogs.technet.com/chengw/archive/2008
/05/21/scvmm-2008-performance-resource-
optimization-pro.aspx
Monitor and meet How to Create an Alert Logging Latency

service availability Report in Operations Manager 2007
expectations. describes how to create an alert logging
Prevent service latency report for a managed computer that
incidents. shows how much time occurs between when
an alert is generated until it is written into the
Operations Manager database.
Monitor and meet Microsoft System Center Configuration

service availability Manager 2007 Dashboard is a customizable
expectations. SharePoint-based utility that tracks
Prevent service application and operating system
incidents. deployments, security updates, the health
status, and IT compliance.
http://www.microsoft.com/downloads/details.a
spx?familyid=27FE0D80-38C6-464A-953A-
1C2EDCF35C2D&displaylang=en
Monitor and meet System Center Operations Manager

service availability enables configuration of a service level
expectations. objective (SLO) to define the availability and
Prevent service performance goals for an application.
incidents. http://technet.microsoft.com/en-
Monitor and meet System Center Operations Manager 2007

service availability Configuration Pack for Configuration
expectations. Manager 2007 contains configuration items to
manage Operations Manager 2007 server
roles.
http://pinpoint.microsoft.com/en-
US/PartnerDetails.aspx?PartnerId=42977027
54&ProductId=12884902162&CurrentTab=1
Products that help
Prevent service Microsoft System Center Service Manager

incidents. 2010 helps manage incidents and problems
by implementing and automating help desk
ticketing processes that comply with the best
practices that are described in Microsoft
Operations Framework (MOF) and the IT
Infrastructure Library (ITIL).
us/library/ff461162.aspx
Monitor and meet Designing a health model System Center

service availability Operations Manager 2007 explains how to
expectations. create a health model for an application which
can be used to accurately measure the health
of each class in the service model.
Monitor and meet Windows Server Operating System

service availability Management Pack for Operations Manager
expectations. 2007 monitors the performance, health, and
Prevent service availability of Windows Server 2008, Windows
incidents. Server 2008 R2, Windows Server 2003,
Windows Server 2003 R2, and Windows 2000
Server.
Monitor and meet Microsoft SQL Server Management Pack

service availability for Operations Manager 2007 provides the
expectations. capabilities for Operations Manager 2007 to
Prevent service monitor the availability and performance of
incidents. SQL Server 2000, SQL Server 2005 and SQL
Server 2008 installations and components.
Monitor and meet The Exchange Management Console

service availability (EMC) is a Microsoft Management Console
expectations. (MMC) 3.0-based tool that provides Exchange
Prevent service administrators with a graphical user interface
incidents. (GUI) to manage the configuration of
Exchange organizations.
Monitor and meet The Microsoft Exchange Server 2010

service availability Management Pack for System Center
expectations. Operations Manager 2007 centralizes the
Prevent service monitoring of Exchange 2010 events to
incidents. indicate, correct, and prevent outages and
performance degradation.
spx?displaylang=en&FamilyID=7150bfed-
64a4-42a4-97a2-07048cca5d23
Monitor and meet The Reporting Services for Exchange 2007

service availability Management Pack enables reporting on
expectations. service availability, anti-spam statistics, and
Prevent service performance and usage metrics.
incidents. http://technet.microsoft.com/en-
us/library/bb201739(EXCHG.80).aspx
Monitor and meet Monitoring High Availability and Site

service availability Resilience provides guidance on the built-in
expectations. tools and features that can be used as part of
Prevent service regular proactive monitoring when Exchange
incidents. is configured for high availability or site
resilience.
Customer Service SMF
The Customer Service SMF is the entry point for users who need to engage IT with their questions and
concerns.
The Customer Service SMF involves:
Recording and determining the nature of a customers request.
Resolving requests for information, for existing and new features, and for changes.
Resolving incidents.
Ensuring good customer service.

Minimize the impact of incidents on users.
Deliver support efficiently.
Provide the most positive possible experience for users.

Read the MOF Customer Service SMF white paper to learn more.

The Customer Service Representative interacts with customers and records, categorizes,
classifies, resolves, and closes customer requests.
The Customer Service Manager oversees customer service.
The Incident Resolver resolves incident requests, including troubleshooting, escalating if
necessary, and applying a fix or workaround.

Customers Time to restore services or service features to a
Maintain business satisfactory operational state.
productivity. Quality of guidance and how to information.
The provider Time to complete service fulfillment requests.

Increases the value Level of user satisfaction.
added by IT.
Improves business Assess requests for new services and features for
functionality, potential fulfillment by existing services.
competitiveness, and Filter out insufficient justification for new services and
efficiency. features.
How can I achieve Customer Service SMF outcomes?

Essentials actions
Maintain business productivity
This means:
Documenting user help requests and recording contact information
Receiving and reviewing help requests generated by user self-service systems and alerts
Capturing details of the request including the affected service, evidence, and successful outcomes
Validating the data accompanying automated requests
Identifying and promptly handling requests relating to failures
Identifying and appropriately handling requests for information or new service functionality
Escalating requests related to unsupported services
Assigning accurate urgency and impact to each request and prioritizing work accordingly
Maintaining accessible knowledge articles and utilizing or sharing them in request resolution
How can I achieve Customer Service SMF outcomes?

Essentials actions
Resolving help requests as quickly as possible and in line with established SLAs
Validating and fulfilling service fulfillment requests promptly
Products that help
Maintain business Microsoft System Center Service Manager 2010

productivity. helps manage incidents and problems by implementing
and automating help desk ticketing processes that
comply with the best practices that are described in
Microsoft Operations Framework (MOF) and the IT
http://technet.microsoft.com/en-us/library/ff461162.aspx
Problem Management SMF
The Problem Management SMF reduces the occurrence of IT service failures and generates data and
lessons to improve the stability of solutions.
The Problem Management SMF involves:
Documenting the problem.
Filtering the problem.
Researching the problem.
Researching the outcome.

Reduce production failures.

Read the MOF Problem Management SMF white paper to learn more.

Support is the primary accountability:
The Problem Manager identifies problems from incidents lists.
The Problem Analyst investigates and diagnoses underlying root causes.
The Incident Resolver monitors incidents for evidence of problems.

The Provider Increase in the number of workarounds and permanent
Identifies the root cause solutions to identified problems.
for problems and
initiates activities to
establish workarounds
or permanent solutions.
Analyzes trends to Speed of problem resolution or avoided entirely.
predict future problems Number of problems avoided entirely.
and enable prioritization
of problems.
How can I achieve Problem Management SMF outcomes?

Essential actions
Resolve the root causes of problems

This means:
Creating appropriately detailed problem records that integrate effectively with incident records
Classifying and prioritizing problems consistently based on service criticality, significance, and SLA
Filtering problems to ensure resolution of problems merits the potential effort to be invested
Recreating problems in a safe environment that closely resembles the production environment
Observing symptoms and applying appropriate root cause analysis techniques
Developing and documenting fixes and workarounds including deployment approach
Products that help
Resolve the root Microsoft System Center Service Manager

causes of problems. 2010 helps manage incidents and problems
by implementing and automating help desk
ticketing processes that comply with the best
practices that are described in Microsoft
Operations Framework (MOF) and the IT
Resolve the root The Windows Server 2008 Technical

causes of problems. Library provides troubleshooting information
including server fundamentals documentation,
role-based troubleshooting information,
detailed information about events found in the
event log, and command-line diagnostic tools.
Manage Layer SMFs

The Manage Layer includes the following SMFs:
Governance, Risk, and Compliance
Change and Configuration
Team
Governance, Risk, and Compliance SMF
The Governance, Risk, and Compliance (GRC) SMF ensures IT resources are optimized to meet
business goals, compliance obligations, and risk tolerances.
The Governance, Risk, and Compliance SMF involves:
Establishing IT governance.
Assessing, monitoring, and controlling risk.
Complying with directives.

Establish clear and effective decision making in the management of IT assets.
Effectively manage risk.
Ensure compliance with applicable policies, laws, and regulations.

Read the MOF Governance, Risk, and Compliance SMF white paper to learn more.

Management is the first accountability; Compliance is the second accountability:
The IT Executive Officer ensures ownership, accountability, and progress toward goals.
The IT Risk and Compliance Manager communicates expectations and coordinates efforts.

Services Achievement of expected returns on investment for IT activities.
Are soundly Accuracy of forecasts for use of IT assets.
governed. Speed and integrity of decisions.
Congruence of confidentiality, integrity, and availability of IT assets
with business needs and directives.
Timeliness of policy creation and management.
Risks are Proactive identification and management of potential threats and
effectively vulnerabilities to the assets of the enterprise.
managed. Completeness and quality of the process for identifying risk.
Completeness and quality of the process for determining impact
and probability.

Completeness and quality of the process for prioritizing and
managing through mitigation, transfer, or acceptance.
Completeness and quality of the process for identifying
appropriate controls and solutions.
Confidentiality, integrity, and availability of IT assets.
Comply with Quantification of the impact of laws and regulations on business
regulations, value realization.
laws, and Number of applicable organizational policies, laws, and regulations
policies. identified.
Compliance of IT assets to laws and regulations.
Reporting of measurable controls for audit and management.
How can I achieve Governance, Risk, and Compliance SMF outcomes?

Essential actions
Identify and mitigate risks
This means:
Establishing the organizations overall risk tolerance and approach to risk management
Developing a general plan for IT risk management
Identifying and characterizing risks based on the nature and criticality of services, systems, and data
Analyzing and prioritizing risks including specification of impacts on services, systems, and data
Designing and implementing effective control points and activities to mitigate risks
Applying controls and analyzing for expected functionality and contribution to intended objectives
Reporting regularly on risks and capturing lessons learned in a risk knowledge base
Monitor and improve compliance
This means:
Identifying applicable industry standards, regulations, laws, contracts, and compliance directives
Creating compliance and regulatory-driven policies that map to control objectives
Assessing and reporting on current compliance with relevant laws, regulations, and directives
Developing compliance plans to achieve and maintain compliance
Products that help
Identify and mitigate Various The Microsoft Security Assessment Tool

risks. 4.0 is a holistic risk-assessment tool for
measuring an organization's security posture
by covering topics relating to people, process,
and technology and providing prescriptive
guidance and recommended mitigation
techniques.
spx?familyid=CD057D9D-86B9-4E35-9733-
7ACB0B2A3CA1&displaylang=en
Products that help
Identify and mitigate Various The Microsoft Security Compliance

risks. Manager provides centralized security
Monitor and improve baseline management features, a baseline
compliance. portfolio, customization capabilities, and
security baseline export flexibility to
accelerate and streamline the security and
compliance process for the most widely used
Microsoft technologies.
Monitor and improve The Configuration Manager 2007 desired

compliance. configuration management feature provides
a set of tools and resources to help assess
and track configuration compliance of client
computers in the enterprise.
Identify and mitigate Auditing and Reporting Regulatory
risks. Compliance using MOM and ECC ECAR
Monitor and improve examines how organizations can audit and
compliance. report IT securityrelated events when
complying to regulations like Sarbanes-Oxley
(SOX), FISMA, HIPAA, and GLBA with tools
like Microsoft Operations Manager (MOM)
and SQL Server Reporting Services combined
with third-party applications like Enterprise
Certified Corporations Enterprise Compliance
Auditing and Reporting (ECC ECAR).
Identify and mitigate System Center Service Manager 2010 helps
risks. ensure compliance and lower the risk of
Monitor and improve configuration errors through functionality for
compliance. detecting and fully remediating non-compliant
configurations.
http://edge.technet.com/Media/Managing-
Compliance-with-System-Center-Service-
Manager-2010/
Identify and mitigate System Center Configuration Manager
risks. 2007 Vulnerability Assessment
Configuration Pack helps track common
software misconfigurations that might make
client computers more vulnerable to attack.
spx?familyid=FC6989E9-68A3-43B1-8019-
72BC1B9C5FF3&displaylang=en
Products that help
Identify and mitigate Compliance and Risk Process

risks. Management Pack and IT Compliance
Monitor and improve Library provide guidance on using Service
compliance. Manager for GRC compliance.
http://cid-
17faa48294add53f.skydrive.live.com/self.aspx
/.Public/RampUp/09-Compliance-Risk-
Management/Compliance%20and%20Risk%2
0PMP%20Excercise.docx#resId/17FAA48294
ADD53F!253
Improve service The TFS Scorecard offers insight into a
governance. specific TFS environment and specific Team
System adaptation including trends, activities,
source control, work item tracking, and the
overall adaptation.
http://tfsscorecard.codeplex.com/
Identify and mitigate Compliance Management for Windows

risks. Server 2008 and Windows Server 2008 R2
Monitor and improve helps reduce the cost and complexity of
compliance. addressing IT GRC objectives in this
enterprise operating system by taking
advantage of pre-existing, automated product
features and technology inherent in the
operating system.
Identify and mitigate The Windows Server 2008 Security

risks. Baseline provides an end-to-end solution to
Monitor and improve help plan, deploy, and monitor the security
compliance. baselines of computers running Windows
Server 2008.
Identify and mitigate Compliance Management for Windows 7

risks. helps reduce the cost and complexity of
Monitor and improve addressing IT GRC objectives in this
compliance. enterprise client operating system by taking
advantage of pre-existing, automated product
features and technology inherent in the
operating system.
Identify and mitigate The Windows 7 Security Baseline provides

risks. centralized security baseline management
Monitor and improve features, a baseline portfolio, customization
compliance. capabilities, and security baseline export
flexibility to accelerate and streamline
management of security and compliance
processes.
Identify and mitigate The Exchange 2010 Messaging Policy and
risks. Compliance collection supports compliance
Monitor and improve with organizational, legal, and regulatory
compliance. email policies through guidance on message
classification, transport rules, information
rights management, journaling, messaging
records management, multi-mailbox searches,
and personal archives.
us/library/aa998599.aspx
Identify and mitigate The Exchange Server 2010: Compliance,
risks. Archiving and Retention webcast provides
Monitor and improve guidance on integrated email archiving and
compliance. retention functionalityincluding granular
multi-mailbox search and immediate legal
hold.
https://msevents.microsoft.com/CUI/WebCast
EventDetails.aspx?culture=en-
IN&EventID=1032421475&CountryCode=IN
Identify and mitigate The SQL Server Auditing and Compliance
risks. webcast explains how SQL Server 2008
Monitor and improve addresses compliance and auditing and how
compliance. the Policy Based Management tool can help
achieve compliance.
http://edge.technet.com/Media/SQL-Server-
Auditing-and-Compliance/
Monitor and improve Information management policy planning
compliance. with SharePoint Server 2010 describes how
to plan and integrate information management
policies with Microsoft SharePoint Server
2010 policy features including auditing,
retention, labeling, and print restrictions.
Change and Configuration SMF
The Change and Configuration SMF creates an environment where changes can be made with the least
amount of risk and impact to the organization.
The Change and Configuration SMF involves:
Managing changes.
Knowing the current state of configuration at all times.
Reducing risk of negative impact from changes to the organization.

Better evaluate proposed changes.
Better understand the current state of the production environment.
Utilize data on recent changes in troubleshooting problems.
Return the configuration to a previously known state to address chronic problems or to meet
regulatory requirements.

Read the MOF Change and Configuration SMF white paper to learn more.

Management is the primary accountability:
The Change Manager ensures changes are made with the least amount of risk and impact to the
organization.
The Change Administrator tracks changes and CIs to ensure a known state at all times.

Services Reliability scores.
Maintains a predictable Customer satisfaction scores.
process for managing
changes to the production
environment to improve
reliability and customer
satisfaction.
Eliminates unnecessary Number of cancelled projects.
change. Number of reversed changes.
Reduces unintended side Number of production failures.
effects.
Can revert to a previous Number of managed service maps compared to

environment state in the number of services offered.
response to service Number of items in the Configuration
disruptions by keeping Management System (CMS) with historical state

accurate knowledge of the records.
configuration and changes Date range of historical data maintained within
made. the CMS.
Can troubleshoot problems Number of known changes to production.
through an analysis of recent Mean time to resolve problems.
changes.
How can I achieve Change and Configuration SMF outcomes?
Essential actions
Maintain a predictable change management process

This means:
Implementing standardized methods for requesting changes
Carefully confirming the CIs, applications, and business processes affected by requested changes
Methodically assessing the risks associated with requested changes
Prioritizing and categorizing requested changes
Implementing rigorous and formal change approval processes including standard approval bodies
Designing and thoroughly testing changes to minimize the likelihood of business disruption
Ensuring the readiness of changes for release to production prior to release
Stabilizing released changes and validating the tehnical and business success of the change
Obtaining appropriate customer signoffs on the completed change
Properly updating all records related to the change including the affected CIs in the CMS
Identifying common, predictable changes that can be pre-approved
Maintain accurate knowledge of configurations
This means:
Defining and collecting configuration data in the CMS
Auditing the CMS regularly
Products that help
Maintain accurate The Configuration Manager 2007 software

knowledge of metering feature monitors and collects
configurations. software usage data from Configuration
Manager 2007 clients.
Maintain accurate The Configuration Manager 2007 desired

knowledge of configuration management feature provides
configurations. a set of tools and resources to help assess
and track configuration compliance of client
computers in the enterprise.
Products that help
Maintain accurate Creating a System Center Configuration

knowledge of Manager Connector for Service Manager
configurations. explains how to use the SCCM Connector to
obtain configuration item data about
computers managed by SCCM.
http://blogs.technet.com/umeno/archive/2008/
12/02/creating-an-sccm-connector-for-
service-manager-beta-1.aspx
Maintain a Mapping ITIL/MOF Change Management

predictable change process to the features of the System Center
management Service Manager illustrates how change
process. management features in Service Manager
can model process frameworks such as MOF.
ive/2009/01/27/mapping-itil-mof-change-
management-process-to-the-features-of-the-
systems-center-service-manager.aspx
systems-center-service-manager-part-2.aspx
systems-center-service-manager-part-3.aspx
system-center-service-manager-part-4.aspx
management-processes-to-the-features-of-
system-center-service-manager-part-5.aspx
Maintain a Guide to Managing Changes and Activities

predictable change with Service Manager describes the change
management and activity management features in Service
process. Manager including request initiation,
classification, approval, suspension and
resumption, implementation, and close.
http://cid-
17faa48294add53f.skydrive.live.com/self.asp
x/.Public/RampUp/06-
ChangeManagement/Change%20Manageme
nt%20Exercise.docx
Products that help
Maintain accurate Setting Up the CMDB: Configuration Items

knowledge of and Connectors provides guidance on using
configurations. Service Manager data management as
Configuration Management Database
(CMDB).
http://cid-
17faa48294add53f.skydrive.live.com/self.asp
x/.Public/RampUp/04-CMDB-
Setup/SM%5E_AdministrationGuid.docx#resI
d/17FAA48294ADD53F!227
Maintain accurate The Configuration Manager 2007 Asset

knowledge of Intelligence feature enables inventory and
configurations. management of software in use throughout
the Configuration Manager 2007 hierarchy to
help manage software in use and software
license management in the enterprise.
Maintain a Managing Change in Data Tier Application

predictable change Projects in Visual Studio 2010 provides an
management overview and demonstration of managing
process. application change when using data-tier
applications.
http://channel9.msdn.com/learn/courses/SQL
2008R2TrainingKit/SQL10R2UPD00/SQL10R
2UPD04_REC_07/
Maintain a Operations Guide for Microsoft Advanced Group

predictable change Policy Management 4.0 illustrates how Advanced
management Group Policy Management (AGPM) extends the
process. capabilities of the Group Policy Management Console
(GPMC) to provide comprehensive Group Policy
objects (GPO) change control including versioning,
editing, approval, and review.
Maintain accurate Configuring and Managing Change Tracking

knowledge of demonstrates how to enable, disable, and manage
configurations. change tracking and how to configure security and
determine the effects on storage and performance
when change tracking is used.
Team SMF
The Team SMF ensures the IT organization is accountable, responsible, flexible, and scalable.
The Team SMF involves:
Understanding the key principles for effectively organizing IT.
Understanding accountabilities and role types.
Identifying organizational changes needed.
Aligning responsibilities.
Assigning roles.

When you apply this SMF effectively you will:
Ensure clear accountability for the outcomes associated with any MOF SMF.
Ensure the work required to accomplish those outcomes is clearly and appropriately assigned.

Read the MOF Team SMF white paper to learn more.
Accountability SMF Nature of Work

Support Customer Service Interrupt-driven
Problem Management
Operations Operations Management Plan-driven, repetitive
Service Monitoring and Control
Service Business/IT Alignment Plan-driven, long-term
Compliance Governance, Risk, and Compliance Plan-driven, repetitive
Architecture Reliability (includes Confidentiality, Integrity, Plan-driven, long-term
Availability, Capacity, and Continuity)
Solutions Envision Plan-driven, short-term
Project Planning
Accountability SMF Nature of Work

Build
Stabilize
Deploy
Management Financial Management Plan-driven, long-term
Business/IT Alignment
Policy (includes Policy Governance, Security, Privacy,
Partner and Third-Party Relationships, Knowledge
Management, and Appropriate Use)
Governance, Risk, and Compliance
Change and Configuration
Team
Call to Action
This paper has illustrated the connections between MOF concepts and Microsoft products and suggested
a wide range of tools, actions, and measures that can be applied immediately at all levels of the IT
organization. Based on your role, consider the following improvement actions based on the content of this
paper.
IT Executives IT Managers Individual Contributors
Consider the outcomes of Consider SMF outcomes and Consider SMF outcomes and
each SMF and how and how and where they how well their work aligns
where they contribute to contribute to more specific with and contributes to those
overall IT objectives and service or functional outcomes.
strategies and ultimately to objectives and strategies. Implement product-specific
business objectives. Develop strategies to meet tactics to achieve identified
Prioritize achievement of the top three SMF outcome SMF outcome targets.
SMF outcomes and set targets by platform (for Consider top product-specific
specific outcome targets for example, Exchange, SQL tactics that can be
the top three. Server). implemented quickly and
Begin to require the output of Implement management produce good results.
management reviews from reviews to produce required
team members. output.
Feedback
Please send comments and feedback to MOF@microsoft.com. To keep current with the latest releases
and beta review programs, please subscribe to our news feed on the MOF home page.
Appendix A: MOF Management Reviews

MOF includes the following Management Reviews:
Service Alignment
Portfolio
Project Plan Approved
Release Readiness
Operational Health
Policy and Control
Service Alignment Management Review
The Service Alignment Management Review focuses on understanding service supply and demand and
directing IT investments to maximize business value.
The Service Alignment Management Review assesses:
Customers experience of services as compared with service goals.
Service experience in terms of reliability, compliance, cost effectiveness, and value realization and
opportunities for improvement.

When you execute this review effectively, you will:
Ensure that the anticipated business value of services is realized.
Identify barriers or inhibitors that decrease delivery of business value.
Identify opportunitiespotential new services, changes to existing ones, or services ready for
decommissioningfor improving business value.

Read the MOF Service Alignment Management Review section in the Plan Phase Workflow white paper
to learn more.
Key inputs Outcomes
Metrics referenced in the SLA (such as reliability and Customers

customer service responsiveness). Experience of services as compared
New business requirements, proposals, and forecasts. with service goals is understood.
New regulatory or policy requirements. Experience of services in terms of
Customer satisfaction surveys and other end-user reliability, compliance, cost
effectiveness, and value realization is
feedback.
understood.
Feedback from the Operational Health Management
Identify desired service experience
Review. improvements.
Demand-management report of expected changes in The Provider...
the way services will be used.
Identifies changes that will improve the
Reliability reports about performance and availability. utility and value of a service.
Key inputs Outcomes
Cost of the services, budgeted versus actual spending,

financial reconciliation, and new budget requirements.
Audit reports, issues, and recommendations.
Senior management directives.
Value realization data.
Security, privacy, and non-compliance incidents.
Minutes and actions from last management review
meeting.
Portfolio Management Review
The Portfolio Management Review serves as an internal control to help ensure the value of investments
made in services, projects, and initiatives.
The Portfolio Management Review acts as a gateway for proposed projects and focuses on
understanding:
The concepts and requirements of proposed service changes.
Deciding whether to invest further in the development of those concepts.
Approving a preliminary project vision and scope that will move a project forward.

Gain organizational agreement on expectations for value, impact, and funding of the proposed work.
Establish the basis for how changes to the portfolio and its value to the business will be measured
and evaluated.
How Can I Learn More:

Read the MOF Portfolio Management Review section of the Plan Phase Workflow white paper to learn
more.
Key inputs Outcomes
Project concept proposals and other change requests. The Provider...

Key improvements to business capabilities. Advances proposed additions and
Key enablers for business processes. changes to the portfolio anticipated to
deliver satisfactory value.
Proposed value realization, methods, and metrics to
use. Discontinues pursuit of proposed
additions and changes to the portfolio
High-level funding estimates. not anticipated to deliver satisfactory
Existing portfolio along with the status of in-flight value.
projects. Delays proposed additions and
Existing and upcoming architecture requirements. changes requiring additional
Key inputs Outcomes
Relevant regulatory, standards-based, and industry- consideration.

specific requirements.
Process guidelines and policies.
Project Plan Approved Management Review
The Project Plan Approved Management Review generates a go/no-go decision about the readiness of a
project to move into development.
The Project Plan Approved Management involves review and signoff on the projects:
Functional specification.
Master plan.
Master schedule.

When you execute this management review effectively, you will:
Ensure that projects are sensible and feasible.
Ensure project planning is sufficient.

Read the MOF Project Plan Approved Management Review section of the Deliver Phase Workflow white
paper to learn more.
Key inputs Outcomes
Functional specification. The Provider...

Work plans, cost estimates, and schedules for the various Makes go/no go decisions about
parts of the service project in question. proceeding with service-related
Communications plan. projects.
Master test plan.
Training plan.
Baseline project plan.
User acceptance test plan.
Data or system conversion plan (if applicable).
Security assessment and threat modeling plan.
Reviews of privacy and other standards, general policy
compliance.
Approach to segregation of environments for development,
test, and production.
Segregation of roles (where needed for control purposes).
Project risk analysis and management plan.
Release Readiness Management Review
The Release Readiness Management Review confirms the overall readiness of the solution, operations,
and the business to the release of the service.
The Release Readiness Management Review focuses on ensuring that:
New or changed services are operable and supportable.
The production environment is ready to support and operate new or changed services.
The business and/or customers are ready to use the features and functionality of new or changed
services.
Release strategy plansincluding rollout and rollback plans, training plans, and support plansare in
place.

Reduce the chances for business disruptions resulting from inadequately planned releases.
Reduce the participation of development staff in support and operations.

Read the MOF Release Readiness Management Review section of the Deliver Phase Workflow white
Key inputs Outcomes
Project vision and scope. The Provider...

Operations support guide. Makes a go/no-go decision about the
Deployment plan and contingency plan. readiness of a changed or newly
developed service for release.
Security implementation plan.
Data validation and conversion (if applicable).
Risk management plan.
User acceptance approval.
Test results.
Operational Health Management Review
The Operational Health Management Review helps ensure the effective, efficient, and agile operations of
services.
The Operational Health Management Review focuses on ensuring that services are:
Operating efficiently.
Meeting the expectations defined in service level agreements (SLAs), operating level agreements
(OLAs), and underpinning contracts (UCs).

Ensure that operations is providing the value expected by the organization.
Identify areas and ways in which that value can be improved.

Read the MOF Operational Health Management Review section in the Operate Phase Workflow white
Key inputs Outcomes
OLA, SLA, and contractual (UC)-defined targets and The Provider...

performance metrics from service monitoring systems Identifies changes needed to
and customer service records. respond to trends or to correct
Customer satisfaction metrics and other information conditions that led to metrics
gathered through customer surveys and anecdotal outside acceptable parameters.
feedback from Customer Service.
Costs and other financial performance information from
your financial systems.
Action items, accountabilities, and minutes from
previous management review meetings.
Current issues and risks from risk analysis.
Recent problems and trends observed by problem
management teams.
Basic human resources metrics and organizational
health indicators including IT staff performance,
personnel skills, and competencies.
Policy and Control Management Review
The Policy and Control Management Review assesses the impact and effectiveness of service
management policies and controls.
This management review focuses on ensuring that management properly oversees and assesses the
overall adequacy and effectiveness of policies throughout IT and the general state and performance of
the internal control environment. This assessment identifies improvements to be made to existing
policies, the need for new policies, and the termination of redundant or unnecessary policies.

Ensure that policies and controls are delivering desired behavior in the organization.

Read the MOF Policy and Control Management Review section of the Manage Layer white paper to learn
more.
Key inputs Outcomes
Operational and security policies. The Provider...

Policy violations, compliance incidents, Initiates requests for changes to specific policies
management action taken since last or controls that improve achievement of risk,
management review. regulatory, and compliance requirements.
Policy change requests. Initiates requests for changes to improve policy
management practices.
Results from the Enforce and Evaluate
process in the Policy SMF. Initiates requests for changes to improve the
internal control environment.
Changes in regulations, standards, or
industry practices.
New or changed contractual agreements,
such as SLAs and OLAs.
Audit findings, recommendations, issues.
Unanticipated risks, incidents.
Controls failing or underperforming.
Control self-assessments.
60
MOF Phase / Layer
MOF SMF
Plan
Business/IT
Alignment
Reliability
Policy
Financial
Management
Envision, Project
Planning, Build,
Deliver
Stabilize, Deploy
Operations
Operate
Service
Monitoring and
Control (SMC)
Microsoft Operations Framework 4.0
Customer Service
Problem
Management
Appendix B: Microsoft Product/SMF Quick Reference Chart
Governance, Risk,
Deliver
and Compliance
Change and
Configuration
Acknowledgments
The Microsoft Operations Framework team acknowledges and thanks the people who participated in the
development of this guide.
Contributors
Jerry Dyer, Microsoft
Michael Kaczmarek, Microsoft
Don Lemmex, Microsoft
Betsy Norton-Middaugh, Microsoft
Joe Coulombe, Microsoft
Khalid AlHakim, Microsoft
Shawn LaBelle, Microsoft
Tom Bondi, Microsoft
Kathleen Wilson, Microsoft
Adam Hall, Microsoft
Clare Henry, Microsoft
Dave Beers, Microsoft
Rob van der Burg, Microsoft
David Pultorak, Pultorak & Associates
Peter Quaglieriello, Pultorak & Associates
Richard Webb, Pultorak & Associates
Editors
Pat Rytkonen, Volt Technical Services

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Figure 1. MOF concepts can be implemented using Microsoft products.

How to Use This Document

Navigating the Document

A blog entry or commentary

Figure 2. MOF Service Management Lifecycle

MOF Component What you need to know

Phase and Layer Snapshots

Plan Phase SMFs

SMF Business/IT Reliability Policy Financial

What it delivers IT service strategy IT standards IT policies IT financial plans

Deliver Phase SMFs

Operate Phase SMFs

SMF Operations Service Monitoring Customer Service Problem

What it Operations Guide IT health data Effective user Effective problem

SMF Governance, Risk, and Change and Team

What it IT objectives achieved; Known configurations and Clear accountabilities,

Management Review Snapshots

Plan Phase SMFs

Business/IT Alignment SMF

Why Should I Care About It?

How Can I Learn More?

Team SMF Accountabilities

Outcomes Health indicators

Outcomes Health indicators

Has an IT has a predictable model for estimating resource

How can I contribute to Business/IT Alignment SMF outcomes?

How can I contribute to Business/IT Alignment SMF outcomes?

Products that help

You can Using With this functionality

Measure service level The Service Level Dashboard for

Link prospective IT Project Server 2010 Portfolio

Platform-specific resources that help

Why Should I Care About It?

How Can I Learn More?

Team SMF Accountabilities

How can I contribute to Reliability SMF outcomes?

You can Using With this functionality

Maintain or improve System Center Operations Manager has

Better understand The Operations Manager 2007 Model

Better recover Bare Metal Recovery of Windows

Better recover Microsoft System Center Data

Platform-specific resources that help

You can For With this resource

Maintain or improve Windows System Resource Manager

Maintain or improve The Reliability Infrastructure consists

Maintain or improve The Failover Cluster Design Guide

Maintain or improve Microsoft SQL Server 2008 Failover

Maintain or improve Ensuring High Availability in

Platform-specific resources that help

You can For With this resource

Minimize capacity- Exchange 2010 Mailbox Server

Maintain or improve Understanding Backup, Restore, and

More effectively Capacity management and sizing for

Better recover Business Continuity for SharePoint

Why Should I Care About It?

How Can I Learn More?

Team SMF Accountabilities

The Provider... Audits of policies indicate that they appropriately reflect

How can I contribute to Policy SMF outcomes?

Platform-specific resources that help

If you want to For this product This resource can help