IT Operations At Microsoft微软的IT运营要点

ITOperationsatMicrosoftPublished:May2004Agenda●ITMission●FactsandFigures●CentralizedITModel●OperationsServiceOfferings●Standardization●ManagementTools●LessonsLearnedITMissionPriorities●BethefirstandbestMicrosoftcustomer●Providethoughtleadership●SetacoordinatedITstrategy●RunaworldclassutilityE-mail•5-7Me-mailmessagesperdayinternally•8.5Minboundmails/day•7.5Minboundmailsfiltered/dayMicrosoftITEnvironmentDevices•200KPCs•8Kdatacenterservers•275Knetworkhosts•10KnetworkdevicesIncidentMgmt•90Khelpdeskcalls/month•7KinfrastructureServiceRequests/month•6Kchanges/monthMonthlyRemoteAccess•45KRAS•49KOWA•18KRPCoverhttpApps•SingleInstanceSAP•1,371LOBappsPhones•11Mcampuscalls/month•6.3MPSScalls/monthLocations•317sites•25%InternetonlyconnectUsers•50KEmployees•5KContractors•17KVendors317WANsitesin65countriesMicrosoftNetworkOverviewCharlotteHubandspoketopologyMorethan8,000serversSydneyChofu&OtemachiLesUlisTVPDublinBeneluxMadridDubaiSingaporeJohannesburgSaoPauloCanyonParkRedmondLosColinasChicagoMilanStockholmMunichSiliconValleyCISCOforproductionnetworkITOrganization●CentralizedIToperations●Reducedoperationcosts●38%lowerthandistributed–Gartner1●Requiredforeffectivestandardization●Regionalrepresentation●Accountmanagersarethe“face”ofITinregions●Providesunderstandingoflocalbusinessandculturalissues●Allowsforlocalaccountabilityandinvolvementwiththebusiness–LinksITservicelevelsdirectlytolocalizedbusinessdrivers●Worldwideserviceofferingdefinitions●ServerOffering1:Power,cooling,andphysicalsecurity●ServerOffering2:Addbesteffort(reactive)support●ServerOffering3:Addfullservicesupport●Keyguidelines●Highercompliancewithstandardsasyougoup●Specificsoftwarepatches/upgradesnotoptional●Clarifyroles,responsibilities,andexpectationsbetweenITandCustomerOperationsServiceOfferingsStandardization●Achievingstandardization●ServiceleveldeterminesITsupportbasedondegreeofstandardization●Allowmostanything,butprovidetopsupportforthosewhorunstandardhardware&softwareplatform●Modelmakesitmoreexpensivetobenon-standardasbusinessunitscannotmatchourefficiencies/economiesofscale●Securitypatchesarenotoptional●Keytoefficiencyandeffectiveness●Reducedcomplexity,support,andtrainingrequirements●Reducedmean-timetoresolve(MTTR)throughgreaterexperience/expertisewithstandardsystems/platformsLeverageCentralization●Monitoringspace●GNOC,DCOPS,GTOC●Toolsconsole●Globalviewandcorrelation●Processandescalationtemplates●Sharedresourcesandbestpractices●TechNetIssueResolution●Drivetosolveissuesremotely●Tier3escalationgroup/infrastructureservice●Servicemanagementgroup/infrastructureservice●Clearlinebetweenapplication/infrastructuresupportTools●MicrosoftOperationsManagerastoptierconsole●AlltoolsinstrumentedforWindowsNTevents●Autoticketgenerationbasedonalerts●BusinessPrioritizationofIssues●Measure,track,andimprovekeymetrics●Volume(overallactivity)●Latency(96%ofalertsatconsoleinlessthantwominutes)●Alerttoticketratio(from35:1to3:1in2years)●EmphasisonremoteresolutionofsoftwareissuesLessonsLearned●Chargebackmodel●Partialcostrecovery–directcostonlytoinfluencebehavior●Includesdatacenter,network,backup,service,andsupportcosts●Unitpricesdonotvaryinafiscalyear●Doesnotunderminebudgetingefforts●Customerslivewiththeirvolumevariances●Empowercustomerstocalculatecostimpactofdecisions●IncreasevisibilityandaccountabilityforITcostsLessonsLearned●Facilitiescompetencyasarequirementforhighavailability●Ifthedesignavailabilityofthefacilityisnotknown,neitheristhatoftheserviceLessonsLearned●EffectiveWorldwideITincludes●Centralizedinfrastructure●RegionalITrepresentation●Standardsforhardware,software,tools,andnetwork●Centralstrategyfordistributionofkeyinfrastructureassets●Leverageactivedirectory●Datacentersande-mailLessonsLearned●Disasterrecoverypreparedness●Preparenow●Planforasubstantialandlengthyeffort●CreateaglobalcommandteamformajorincidentresponseLessonsLearned●Executivesupport●Securitydecisions●Consolidationstrategies●Prioritizationdecisionsintobudgetreality●Metrics,metrics,andmetrics●Focusonwhattomeasureandwhy●SharedgoalsForMoreInformation●AdditionalcontentonMicrosoftITdeploymentsandbestpracticescanbefoundon●MicrosoftTechNet●MicrosoftCaseStudyResources©2004MicrosoftCorporation.Allrightsreserved.Thispresentationisforinformationalpurposesonly.MICROSOFTMAKESNOWARRANTIES,EXPRESSORIMPLIED,INTHISSUMMARY.Microsoft,MicrosoftPress,VisualStudio,VisualSourceSafe,WindowsandWindowsNTareeitherregisteredtrademarksortrademarksofMicrosoftCorporationintheUnitedStatesand/orothercountries.Thenamesofactualcompaniesandproductsmentionedhereinmaybethetrademarksoftheirrespectiveowners.AppendixEnvironmentServerManagementCosts●DistributionofdirectcostsforserversinHeadquartersDataCenter●Servicesrepresentedaretypicalofenterpriseorganizations(productdevelopmentandtestcostsfactoredout)ManagementServices-44%BackupService