ITOperationsAtMicrosoft微软的IT运营.ppt

IT Operations at Microsoft  Agenda IT Mission Facts and Figures Centralized IT Model Operations Service Offerings Standardization Management Tools Lessons Learned IT Mission Priorities Be the first and best Microsoft customer Provide thought leadership Set a coordinated IT strategy Run a world class utility Microsoft IT Environment Microsoft Network Overview IT Organization Centralized IT operations Reduced operation costs 38% lower than distributed – Gartner1 Required for effective standardization Regional representation Account managers are the “face” of IT in regions Provides understanding of local business and cultural issues Allows for local accountability and involvement with the business – Links IT service levels directly to localized business drivers Operations Service Offerings World wide service offering definitions Server Offering 1: Power, cooling, and physical security Server Offering 2: Add best effort (reactive) support Server Offering 3: Add full service support Key guidelines Higher compliance with standards as you go up Specific software patches/upgrades not optional Clarify roles, responsibilities, and expectations between IT and Customer Standardization Achieving standardization Service level determines IT support based on degree of standardization Allow most anything, but provide top support for those who run standard hardware software platform Model makes it more expensive to be non-standard as business units can not match our efficiencies/economies of scale Security patches are not optional Key to efficiency and effectiveness Reduced complexity, support, and training requirements Reduced mean-time to resolve (MTTR) through greater experience/expertise with standard systems/platforms Leverage Centralization Monitoring space GNOC, DCOPS, GTOC Tools console Global view and correlation Process and escalation templates Shared resources and best practices TechNet Issue Resolution Drive to solve issues remotely Tier 3 escalation group/infra