Managed Support CSM Event – 1st June

Steven Grier Premier Support Manager

Premier Support

In Case of Emergency…

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If you require First Aid treatment please contact your host or any member of the CBC who will contact the appropriate person to assist you.

Agenda

Time Agenda Item Speaker

9:30 - 10:00 Coffee & Registration

10:00 - 10:30 Introduction / View From the Bridge Steven Grier / Neil Vickers

10:30 - 11:00 Operational Excellence in your Environment Karsten Smet / Adrian Renshaw

11:00 - 11:15 Break

11:15 - 12:00 Break Out Sessions:

• Utilising Microsoft Premier Online Chris Fearn

• Service Level Management / Desired Configuration Management Karsten Smet

• Getting Control of your Software Assets Shaun Fröhlich - IiS

12:00 - 12:45 2007 Microsoft Office System: An Overview Chris Rothwell

12:45 - 13:45 Lunch

13:45 – 14:15 Supporting your Deployments Richard T. Mannion

14:15 - 15:00 System Management Solutions Jeff Tillotson

15:00 –-15:15 Break

15:15 - 15:45 Break Out Sessions (Delivering into your Sector): Premier Support Managers / Sector Reps

16:00 - 16:30 Support RoadMap Neil Vickers

16:30 – 16:45 Question & Answer Session and Prize Draw Neil Vickers and Steven Grier

16.45 Close

The Journey To Operational Excellence

Neil VickersUK Managed Support Group Manager

Enterprise IT Challenges

Reduce Costs & Complexity

PC maintenanceServer sprawlLegacy platformsDeployment and maintenanceIdentity managementSoftware updates

Simplify Infrastructure & Management

GrowthCustomer serviceRegulatory complianceDevice managementVarying skill setsMobility

Improve

Security

Malicious attacks, viruses, spam, etc.

Evolving threats Patch management,

VPN, etc. Secure access

Solving the Challenge: Infrastructure Optimisation

Cost Center Cost Center

Uncoordinated, Uncoordinated, manualmanual

infrastructure infrastructure

More Efficient More Efficient Cost CenterCost Center

Managed IT Managed IT Infrastructure Infrastructure

with limitedwith limited automationautomation

Managed and Managed and consolidated ITconsolidated IT InfrastructureInfrastructurewith maximum with maximum

automationautomation

Fully automated Fully automated management, management,

dynamic resource dynamic resource Usage , business Usage , business

linked SLA’slinked SLA’s

Business Business EnablerEnabler

Strategic Strategic AssetAsset

* Based on the Gartner IT Maturity Model* Based on the Gartner IT Maturity Model

Where are our customers today?

Cost Center Cost Center

Uncoordinated, Uncoordinated, manualmanual

infrastructure infrastructure

More efficient More efficient Cost CenterCost Center

Managed IT Managed IT Infrastructure Infrastructure

with limitedwith limited automationautomation

Managed and Managed and consolidated ITconsolidated IT InfrastructureInfrastructurewith maximum with maximum

automationautomation

Fully automated Fully automated management, management,

dynamic resource dynamic resource Usage , business Usage , business

linked SLA’slinked SLA’s

Business Business EnablerEnabler

Strategic Strategic AssetAsset

64%64%

31%31%

3%3% 2%2%

How Do I Get There?

IT staff taxed by operational challenges

Users come up with their own IT solutions

IT Staff trained in best practices such as MOF, ITIL, etc.

Users expect basic services from IT

IT Staff manages an efficient, controlled environment

Users have tools they need, high availability, & access to information

IT is a strategic asset

Users look to IT as a valued partner to enable new business initiatives

IT processes undefined

High complexity due to localized processes, & minimal central control

Central Admin & config of security

Standard desktop images defined, not adopted company-wide

SLA’s are linked to business objectives

Clearly defined and enforced images, security, best practices (MOF, ITIL)

Self assessing & continuous improvement

Information easily & securely accessed from anywhere on Internet

Patch status of desktops is unknown

No unified directory for access management

Multiple directories for authentication

Limited automated s/w distribution

Automate identity and access management

Automated system management

Self provisioning and quarantine capable systems ensure compliance & high availability

Assessments, Skills Development, Assessments, Skills Development, Remediation & Improvement Programmes Remediation & Improvement Programmes

Start The Journey

Operational Excellence (OpEX): Improving the Quality of Service (Reliability, Availability &

Security) Reducing the Total Cost of Ownership of an organisation’s IT

systems The OpEx Framework describes the total view of all areas

needed to achieve effective operations within a Microsoft environment

An OpEx Assessment focuses specifically on key areas within the framework at an initial top level

The goal of the OpEx Assessment is to raise awareness of all areas and drive focus in some areas, leading to service improvement projects or programmes

© 2003 Microsoft Corporation. All rights reserved.© 2003 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.