Module 2: IT Professionals in an

Enterprise

Module 2: IT Professionals in an Enterprise

• IT Professional Roles

• IT Management and Processes

• Professional Development for IT Professionals

Lesson 1: IT Professional Roles

• Discussion: IT Professional Roles

• Job Responsibilities of an Enterprise Administrator

• Job Responsibilities of a Server Administrator

• Job Responsibilities of a Desktop Support Technician

Discussion: IT Professional Roles

What are some of the IT professional roles in an enterprise?

High level tasks

Planning

An enterprise administrator is typically responsible for:

Troubleshooting difficult problems

Team management

Job Responsibilities of an Enterprise Administrator

Daily management of servers

Monitoring server performance

A server administrator is typically responsible for:

Resolving server level problems

Job Responsibilities of a Server Administrator

Deploying desktop computers

Maintaining desktop computers

A desktop support technician is typically responsible for:

Job Responsibilities of a Desktop Support Technician

A desktop support technician has more user interaction than some job rolesA desktop support technician has more user interaction than some job roles

Lesson 2: IT Management and Processes

• What Is ITIL?

• What Is MOF?

• What Is an SLA?

• What Is Change Management?

• Incident Management

• Incident and System Documentation

The IT Infrastructure Library (ITIL) is a set of books with best practices for IT service managementThe IT Infrastructure Library (ITIL) is a set of books with best practices for IT service management

What Is ITIL?

Following best practices can:

•Reduce costs

•Improve customer satisfaction

•Improve productivity

Understanding ITIL allows all IT professional roles to increase their performanceUnderstanding ITIL allows all IT professional roles to increase their performance

What Is MOF?

Microsoft Operations Framework (MOF):

•Describes proven team structures and operational processes

•Applies best IT practices

•Improves the efficiency and quality of IT operations

•Is based on ITIL

MOF Components:

•Team model

•Process model

•Risk management model

What Is an SLA?

A service level agreement (SLA) is an agreement between an IT group and an organization that defines expectations for IT system performance

A service level agreement (SLA) is an agreement between an IT group and an organization that defines expectations for IT system performance

SLA type Description

Internal An agreement between two departments within the same organization

External A formal, legally binding contract

Informal A verbal agreement between the IT service provider and the organization

Formal A written, usually signed, agreement

Change management may include:

•A formal process

•A change management board

Change management is the process by which changes are approved, implemented, and monitoredChange management is the process by which changes are approved, implemented, and monitored

What Is Change Management?

Change management benefits:

•Better coordination of changes

•Reduced incidents of changes causing unintended results

Incident Management

The process for managing an incident is defined in an SLAThe process for managing an incident is defined in an SLA

A user calls the help desk 11

If unresolved after 30 minutes, the problem is escalated to the responsible server administrator33

The server administrator attempts to resolve the problem44

The Help desk attempts to resolve the problem22

If unresolved after 1 day, the problem is escalated to the enterprise administrator55

For example:

Incident and System Documentation

Documentation is an essential part of system maintenanceDocumentation is an essential part of system maintenance

Properly updated documentation simplifies:

•Change management

•Troubleshooting

•Disaster recovery

Lesson 3: Professional Development for IT Professionals

• Certifications

• Windows Server 2008 Certifications

• Options for Formal Training

• Other Learning Resources

• Microsoft Technical and Support Resources

• Soft Skills for Successful IT Professionals

Certifications

Certifications:

• Show a defined level of expertise with products and technologies

• Offered by many vendors

Microsoft certifications:

Architect Series: The Microsoft Certified Architect program allows companies to easily identify experienced, trusted, IT architects that have completed a rigorous industry-drive peer validation process.

Professional Series: Professional credential validate a comprehensive and current set of skills required to be successful in the job, providing a reliable indicator of performance.

Technology Series: Technology Specialist certifications let you target specific Microsoft technologies and gain in-depth skills for working those technologies.

Windows Server 2008 Certifications

MCTS certifications:

• Windows Server 2008 Active Directory Configuration

• Windows Server 2008 Networking Infrastructure Configuration

• Windows Server 2008 Applications Platform Configuration

MCITP

• Server Administrator

• Enterprise Administrator

Distance learningDistance learning

Options for Formal Training

Classroom trainingClassroom training

E-learningE-learning Self-studySelf-study

Windows Server 2008 Classroom Courses

Some Windows Server 2008 Classroom courses are:

• Course 6420: Fundamentals of Windows Server 2008 Network and Applications Infrastructure

• Course 6421: Configuring and Troubleshooting a Windows Server 2008 Network Infrastructure

• Course 6424: Fundamentals of Windows Server 2008 Active Directory

• Course 6425: Configuring Windows Server 2008 Active Directory Domain Services

• Course 6435: Designing a Windows Server 2008 Network Infrastructure

• Course 6436: Designing a Windows Server 2008 Active Directory Infrastructure and Services

• Course 6437: Designing a Windows Server 2008 Applications Platform Infrastructure

Other Learning Resources

BooksBooksPeersPeers

MagazinesMagazines Web sitesWeb sites

User groups

User groups

Microsoft Technical and Support Resources

Microsoft technical and support resources include:

• TechNet

• Microsoft Web site

• Microsoft blogs

• Phone support

• Microsoft consulting

Soft Skills for Successful IT Professionals

• Project management

• Organization and prioritization skills

• Teamwork and collaboration

• Verbal communication skills

• Business writing

Successful IT professionals have the following non-technical skills:

Lab: Developing a Training Plan

• Exercise 1: Review Information about Microsoft Learning Resources

• Exercise 2: Create a Training Plan

Estimated time: 30 minutes

Lab Review

• What factors did you need to consider when developing your training plan?

• Why did you select the certification goal that you did?

Module Review and Takeaways

• Review Questions

• Real-world Issues and Scenarios

• Best Practices