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Overview

MOF Service Management Function

Library

Microsoft®

Solutions for Management

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Table of Contents Overview..................................................................................................... 1

Introduction ............................................................................................. 2 Document Purpose ............................................................................... 2 Intended Audience................................................................................ 2 How to Use This Guide........................................................................ 3 Background .......................................................................................... 3

Microsoft Frameworks...................................................................... 3 Microsoft Operations Framework Overview........................................... 6

MOF Core Concepts............................................................................. 6 MOF Core Models ............................................................................... 7

The MOF Process Model .................................................................. 7 The MOF Team Model ................................................................... 10 The MOF Risk Model..................................................................... 13

MOF Process Model Quadrants and Service Management Functions ..... 15 Introduction ........................................................................................... 16 Changing Quadrant................................................................................ 17

Change Management.......................................................................... 17 Configuration Management................................................................ 18 Release Management.......................................................................... 18

Operating Quadrant ............................................................................... 19 System Administration....................................................................... 19 Security Administration ..................................................................... 19 Directory Services Administration..................................................... 20 Network Administration..................................................................... 20 Service Monitoring and Control......................................................... 20 Storage Management.......................................................................... 20 Print and Output Management ........................................................... 21 Job Scheduling ................................................................................... 21

Supporting Quadrant.............................................................................. 22 Service Desk....................................................................................... 22 Incident Management......................................................................... 22 Problem Management ........................................................................ 23

Optimizing Quadrant ............................................................................. 24 Service Level Management................................................................ 24 Financial Management ....................................................................... 24 Capacity Management........................................................................ 25 Availability Management................................................................... 25 Service Continuity Management........................................................ 25 Workforce Management..................................................................... 25

Next Steps.............................................................................................. 27 Appendixes ............................................................................................ 28 Appendix A: Glossary ........................................................................... 29 Appendix B: Acronyms ......................................................................... 97 Appendix C: Suggested Training and Reading ................................... 102

Courses.......................................................................................... 102 Books ............................................................................................ 102 Web Sites ...................................................................................... 102

Chapter 1 Overview

Service Management Function Guide 2

Introduction

Document Purpose The intent of this document is to introduce service management functions (SMFs) and provide background information about their purpose and origin. SMFs provide operational guidance for Microsoft technologies employed in computing environments for information technology applications. SMFs are a core part of Microsoft Operations Framework (MOF), which provides guidance through courses, services, guides, and other media that enable organizations to achieve mission-critical system reliability, availability, supportability, and manageability of IT solutions.

The content of this document, and the SMF documents for which it serves as an introduction, draws from best practice guidelines documented in the Information Technology Infrastructure Library (ITIL®) from the Central Computer and Telecommunications Agency (CCTA) and from years of information technology (IT) operations experience by Accenture, Avanade Inc., Fox IT, Hewlett-Packard Company, Lucent Technologies/NetworkCare Professional Services, Microsoft Consulting Services (MCS), and Microsoft Information Technology Group (ITG). In 2000, the CCTA was incorporated into the Office of Government Commerce (OGC); it will be referenced as OGC in this document.

Intended Audience This material is valuable to both internal staff and consultants. It is aimed primarily at two main groups: IT operations managers and IT professionals, as well as support staff (including analysts and service desk specialists) working in or supporting the operations of a production IT environment.

It is assumed that readers are fully conversant with Microsoft Operations Framework process, team, and risk models. These concepts are briefly reviewed in this document, but are described in greater depth in a series of technical papers. These documents, describing the various MOF models, may be found at http://www.microsoft.com/mof.

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How to Use This Guide Microsoft Operations Framework service management function (SMF) guides are standardized to ensure consistency across the guides. In practice, what that means is that all SMF guides have the same high-level structure and follow the same section numbering scheme. This document is intended to present background information that is common to all of the SMF guides.

All SMF guides follow this basic structure: ● Introduction ● Executive summary ● Process and activities ● Roles and responsibilities ● Relationship to other processes ● Contributors

Background The OGC developed ITIL as a comprehensive and coherent code of practice to help organizations provide efficient and cost-effective IT services. The OGC is a United Kingdom government executive agency responsible for developing best practices advice and guidance on the use of information technology in service management and operations. To accomplish this, the OGC charters projects with leading IT companies around the world to document and validate best practices in the disciplines of IT service management.

Microsoft Frameworks

Microsoft Frameworks are bodies of knowledge pertaining to the development, deployment, and operation of software and infrastructure solutions. The frameworks provide technical guidance built on proven practices for people, processes, and technology based on the IT life cycle. Frameworks content is distributed through a variety of mechanisms, including technical papers, courseware, and service offerings, generally associated with Microsoft Solution Offerings. A vital part of the frameworks strategy is to address the dynamic, ever-changing nature of today's distributed IT environments. Microsoft Consulting Services, Product Support Services, and Microsoft partners deliver


solutions through integrated frameworks and custom-tailored service engagements.

Microsoft Frameworks draws upon the extensive experience that Microsoft, its customers, and industry partners have in deploying and operating mission-critical systems using Microsoft products and technologies. Frameworks principles for IT service management acknowledge and draw from the well-documented best practices within ITIL. The frameworks provide a bridge between products and technologies on the one hand, and customer solutions on the other. They provide the managerial and technical knowledge that organizations need to get the most from their technology investment.

The IT life cycle contains four phases�planning, preparing, building, and operating, defined as follows: ● Planning. Identifying business needs, technologies,

and solution options to align business and IT plans. ● Preparing. Developing the organizational readiness

and individual skills needed to implement new technologies.

● Building. Designing, developing, and deploying IT solutions rapidly and efficiently.

● Operating. Deploying repeatable processes, procedures, and customized support options to run highly available, scalable, reliable, and manageable systems.

Microsoft Frameworks consists of two components�Microsoft Solutions Framework (MSF) and Microsoft Operations Framework (MOF). These correspond to the building and operating phases of the IT life cycle, respectively. Each framework provides the information, tools, and resources related to the people, processes, and technologies needed to successfully complete their corresponding phase. Aspects of each of the frameworks are also incorporated into the Microsoft Solution Offerings, described below.

Microsoft Solutions Framework

Microsoft Solutions Framework (MSF) provides guidance in the planning, building, and deploying phases within a specific project life cycle. This guidance is in the form of white papers, deployment guides, tools, templates, case studies, and courseware in the areas of enterprise architecture, application development,

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component design, and infrastructure deployment. Many of these resources are available online at http://www.microsoft.com/msf. Microsoft Operations Framework

Microsoft Operations Framework (MOF) offers comprehensive technical guidance for achieving mission-critical production system reliability, availability, and manageability for Microsoft products and technologies. This direction consists of white papers, operational guides, assessment tools, best practices, case studies, and support tools for effective data center management within today�s complex distributed IT environment. Many of these resources are available online at http://www.microsoft.com/mof.


Microsoft Operations Framework Overview Microsoft Operations Framework (MOF) is a collection of best practices, principles, and models. It provides comprehensive technical guidance for achieving mission-critical production system reliability, availability, supportability, and manageability for solutions and services built on Microsoft products and technologies. This guidance is presented in the form of white papers, service management guides, assessment tools, operations kits, best practices, case studies, and support tools that address the people, process, and technologies for effectively managing production systems within today�s complex distributed IT environment.

MOF Core Concepts MOF directly addresses the two core concepts that IT organizations need to effectively manage in order to be successful. Those core concepts are service solutions and IT service management.

Service solutions include those business services that IT provides to customers and users. These may include line of business (LOB) applications, messaging, e-commerce infrastructure, print services, data storage, and others.

IT service management entails the IT functions or processes that must be performed in order to manage and maintain each of the aforementioned service solutions. These IT functions or processes are termed service management functions and include configuration management, change management, service desk, capacity management, and others. MOF currently recognizes a total of 21 individual service management functions (SMFs), each of which is thoroughly described in an SMF-specific technical document. A brief description of each of the SMFs is provided later in this overview.

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MOF Core Models MOF principles and guidance are also organized around three core models, which are each manifested within the individual SMFs. These three models�the MOF team model, MOF process model, and MOF risk model�are introduced below. In-depth discussions of each model are available through technical guides located at http://www.microsoft.com/mof.

The MOF Process Model

IT operations encompass a complex, dynamic set of procedures and processes that are extremely difficult to define and capture with a high degree of accuracy. Modeling such endeavors to an extreme level of precision would be cost prohibitive and generally inappropriate, since the processes must typically be adapted locally anyway.

MOF simplifies the approach to modeling this complex set of dynamics into an easy-to-understand framework, whose principles and practices are straightforward to incorporate and apply in the IT environment. The power of this simplified approach enables the operations staff of an enterprise of any size, regardless of maturity level, to realize tangible benefits to the existing, or proposed, operations.

The MOF process model supports the successful provision of IT services by addressing four key principles. ● Structured architecture. The process model provides

the structure for process integration, life cycle management, mapping of roles and responsibilities, and overall management command and control. It also provides the underlying foundation for process automation and technology-specific operations.

● Rapid life cycle, iterative improvement. To stay competitive in an aggressive business environment, MOF utilizes the concept of an iterative life cycle that supports both the ability to incorporate change quickly and to continuously assess and improve the overall operations environment. Recognizing that operations do not follow a sequential set of phases like the typical IT development project, the MOF process model categorizes key operational activities


into quadrants that emphasize a spiral life cycle, with parallel processes occurring simultaneously.

● Review-driven management. To aid in managing the operations environment, MOF recommends and describes many methods and techniques and delivers them through the service management functions (SMFs). Despite this comprehensive prescriptive guidance, rote application of these SMFs alone is insufficient to extract maximum benefit from IT investments. To provide this benefit, MOF institutes higher-level management reviews at key points in the life cycle. These reviews are held to evaluate performance for release-based activities as well as steady-state or daily operational activities.

● Embedded risk management. Implementing IT service management functions can be seen as a form of risk management. Service management focuses on implementing functions that, among other benefits, reduce the risk of service outages. However, this provides too narrow a view of risk and how it needs to be managed. To enable a broader view, MOF has adopted a comprehensive risk model, whose concepts are incorporated throughout IT operations.

The Four MOF Quadrants

Applying these key principles, the MOF process model is divided into four highly integrated quadrants of operational activity. They are: ● Changing ● Operating ● Supporting ● Optimizing

Each of the quadrants has a unique service mission that is related to specific aspects of the IT life cycle. Each quadrant�s service mission is accomplished by means of the implementation and execution of underlying operational processes and activities called service management functions (SMFs). For example, in the changing quadrant, the underlying SMFs are change management, configuration management, and release management. Together, these functions support the changing quadrant�s service mission, which is to effectively identify, approve, control, and release changes to the IT environment. This integration of service function with operational process is replicated throughout each of the quadrants. Each of the SMFs is

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primarily associated with a particular quadrant (although overlap can occur); this association will be presented in a subsequent section.

MOF incorporates specifically tailored management reviews into the process model to assess the operational effectiveness of each quadrant, including the underlying service management functions. The management reviews are: ● Release readiness review ● Operations review ● Service level agreement (SLA) review ● Release approved review

The following diagram illustrates the MOF process model and the relationship of the life cycle quadrants with their respective operational reviews and SMFs.

Figure 1. Relationship of MOF process model, quadrants, and SMFs


The MOF Team Model

The evolution of the MOF team model began with a review of the objectives of IT management and the best practices applicable to meeting those objectives. Quality goals were established to provide a means to measure an organization�s success in achieving the objectives. The goals are to establish: ● Well-developed release and change management

processes and accurate inventory tracking of all IT services and systems.

● Efficient management of physical environments and infrastructure tools.

● Quality, cost-effective customer support and a service culture.

● Predictable, repeatable, and automated day-to-day system management.

● Protected corporate assets, controlled access to systems and information, and proactive planning for emergency response.

● Efficient and cost-effective, mutually beneficial relationships with service and supply partners.

As the quality goals, process model, and associated personnel needs to achieve these goals and functions were synthesized, MOF developed six specific team roles and responsibilities to efficiently address each of them. It is important to note that the team model that MOF developed for this environment looks and runs very differently from traditional, centralized-computing, hierarchical data center operations teams. A balance exists in suggesting process ownership and functional organization. For example, change management process ownership was much easier to delegate to a person in a centralized (mainframe) environment, where that person likely owned end-to-end change control for the system. Today, change management ownership crosses geographical, business unit, time zone, and even company boundaries and is therefore much more difficult to assign to any one person or group.

Organizational models are closely tied to the processes used within them. The process responsibilities must be shared, which is why it is key to evangelize standard best practices (such as ITIL and MOF) throughout the industry.

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The MOF team model describes: ● Best practices for using role clusters to structure

operations teams. ● The key activities and competencies of each role

cluster. ● How to scale the teams for different sizes and types

of organizations. ● Which role combinations work well and which do

not. ● Which guiding principles are the most successful for

running and operating distributed computing environments on the Microsoft platform.

● How the MOF team relates to the Microsoft Solutions Framework (MSF) team model.

These principles, together with the quality goals noted above, combine to define the individual roles comprising the MOF team model. The six roles of the team model should be interpreted as high-level operations �role clusters,� each of which is responsible for performing several core operations duties.

For each team role cluster, the MOF team model defines the activities and processes with which they are involved, the typical ways in which these roles and responsibilities are identified in a production environment, and the common requirements for specialists within the role cluster. Note, however, that these role clusters do not imply or suggest any kind of an organization chart or a set of job titles since they will vary widely by organization and team. IT organizations will implement aspects differently, depending on the size of the group, the scope and boundaries of the systems, the geographic locations, the resources available to the team, and the specialties and experiences of the individual staff. Depending upon the size of the group, a single individual might perform the functions of several team clusters or, conversely, an entire team might be required to perform just a single function within a role cluster.


Figure 2. The MOF team model

The six roles of the MOF team model (shown above) correspond with the key quality goals detailed previously. They map as follows:

Quality Goal Team Role Release and change management Release Management of physical environments and infrastructure tools Infrastructure Quality customer support and a service culture Support Predictable, repeatable, and automated system management Operations Protected corporate assets, controlled access, and proactive security planning

Security

Mutually beneficial relationships with service and supply partners

Partner

Most often, the roles will be distributed among different groups within the IT organization and, sometimes, within the business user community, as well as external consultants and partners. As a general good practice for any team structure, roles and responsibilities need to be carefully defined and explicitly communicated so that deliverables and expectations are clear to everyone, thereby creating an environment conducive for focused individual work and quality contribution to the team effort.

Detailed descriptions for each of the MOF team roles and responsibilities is provided in the MOF team model for operations technical guide available at http://www.microsoft.com/mof.

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The MOF Risk Model

MOF philosophy assumes that risk is inherent in every IT undertaking, whether or not an organization chooses to recognize and plan for it. With the current high degree of reliance that business places on IT (in some cases the business is wholly dependent on it), MOF has devised an entire model and set of processes and procedures to manage risk.

MOF recognizes that risks are implicitly neither �good� nor �bad.� They simply exist. For a business to progress and evolve, it must generally choose a path that takes some risks and avoids others. The MOF risk model provides a framework for organizations to identify, categorize, and manage risks proactively and continuously. The risk management process is formalized to some degree in order to ensure that team members are continually alert to the potential for risks that might result from IT activities.

The MOF risk model prescribes several steps in the risk management process, as illustrated below.

Figure 3. The MOF risk management process


Risks are managed through a five-step process of identification, analysis, planning, tracking, and controlling. Through identification and analysis, the team recognizes and evaluates risks to determine their potential impacts and priority for a response. In the planning step, the team determines a course of action to use in handling the risk. This course of action may involve complex actions, contingency plans, and mitigation steps, or it may involve simply tracking the risk to see if it manifests itself, depending on its severity and potential impact. Whichever course of action is selected in the planning step, the risk will be continually tracked by the team to determine if it has, in fact, surfaced or disappeared. Management of the risk takes place, following the predetermined plan, if triggered by the occurrence of the risk. Risks are retired when they no longer exist.

The MOF risk model uses formalized documents to aid in this five-step process. The risk assessment document is created early in a project and updated periodically to provide a centralized repository for the identified risks. The list of top risks displays those risks determined to be of high priority. As risks are identified and managed, the team learns from experience and documents this learning for application to future projects.

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Chapter 2 MOF Process Model Quadrants and Service Management Functions


Introduction As shown in Figure 2 in the previous chapter, each of the quadrants in the MOF process model is associated with several SMFs, which in turn apply directly to the IT activities performed within the quadrant. This section provides an abstract of each of the SMFs within the context of its container quadrant.

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Changing Quadrant The changing quadrant includes the processes and procedures required to identify, review, approve, and incorporate change into a managed IT environment. Change includes hardware and software assets as well as specific process and procedural changes.

The objective of the change process is to introduce new technologies, systems, applications, hardware, tools, and processes, as well as changes in roles and responsibilities, into the IT environment quickly and with minimal disruption to service.

SMFs within the changing quadrant include: ● Change management ● Configuration management ● Release management

Change Management Since most IT systems are heavily interrelated, any changes made in one part of a system may have profound impacts on another. The change management SMF is responsible for managing changes to ensure that all parties affected by a given change are aware of and understand the impact of the impending change. It is also responsible for minimizing or mitigating disruptions or adverse effects due to change. Change management should be applied to any asset in the environment that is necessary for meeting the service level requirements of the solution. The change management SMF utilizes such processes, artifacts, and authorities as change controls, requests for changes, and the change advisory board.


Configuration Management The configuration management SMF is responsible for identifying, recording, tracking, and reporting of key IT components or assets called configuration items (CIs). The information captured and tracked depends on the specific CI, but often includes a description of the CI, the version, constituent components, relationships to other CIs, location/assignment, and current status. Configuration items typically correspond to each of the assets placed under the control of the change management SMF. CIs are typically recorded in a configuration management database (CMDB). The configuration management SMF is concerned with establishing, maintaining, and managing the CIs and CMDB.

Release Management Release management facilitates the introduction of software and hardware releases into managed IT environments. This SMF is the coordination point between the release development/project team and the operations groups responsible for deploying the release into production. Release management coordinates with the change and configuration management processes to ensure that the shared CMDB is kept up-to-date with changes implemented by new releases and that the software content of those releases is stored in the Definitive Software Library (DSL). Release management builds and manages release rollout plans and works with development teams and the customer during planning and development in order to facilitate a smooth rollout.

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Operating Quadrant The operating quadrant includes the IT operating standards, processes, and procedures that are applied regularly to service solutions to achieve and maintain service levels within predetermined parameters. The goal of the operating quadrant is highly predictable execution of day-to-day tasks, both manual and automated. This is accomplished through the provision of detailed, prescriptive operating guides and references for each of the service solutions controlled by IT.

SMFs within the operating quadrant include: ● System administration ● Security administration ● Directory services administration ● Network administration ● Service monitoring and control ● Storage management ● Print and output management ● Job scheduling

System Administration System administration is responsible for keeping the enterprise systems running. System administration oversees the entire distributed processing environment. It coordinates the activities of the other SMFs within the quadrant and ensures that the SMFs are performed efficiently and effectively.

Security Administration Security administration maintains a safe computing environment, ensuring that all data within the system is secure and complete. The SMF is responsible for the six basic requirements that help ensure data confidentiality, integrity, and availability. These six basic requirements are: user identification, authentication, access control or authorization, confidentiality, system integrity, and nonrepudiation.


Directory Services Administration Directory services allow users and applications to find such network resources as users, servers, applications, tools, services, and other information over the network. Directory services administration deals with the day-to-day operations, maintenance, and support of the enterprise directory. The goal of directory services administration is to ensure that information is accessible through the network by any authorized requester by means of a simple and organized process.

Network Administration Network administration is the process of managing and running all networks within an organization. Network administration, a comprehensive discipline that must manage people, processes, and the technologies with which they interact, is responsible for the maintenance of the physical components (such as servers, routers, switches, and firewalls) that make up the organization�s network.

Service Monitoring and Control Service monitoring allows the operations staff to observe the health of an IT service in real time. System components that are typically monitored to ensure that IT service remains available include process heartbeats, job and queue status, server response times and resource loading, and others. The control portion of the SMF refers to the notifications or actions provided through the SMF to ensure that appropriate actions are taken in response to indicators of system failure or diminished performance.

Storage Management Storage management deals with on-site and off-site data storage for the purposes of data restoration and historical archiving. The storage management team must ensure the physical security of backups and archives. The goal of storage management is to define, track, and maintain data and data resources in the production IT environment through appropriate planning, policy setting, and monitoring for the management of storage assets.

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Print and Output Management Print and output management is concerned with all data that is printed or compiled into reports that are distributed to various members of the organization. The print and output management team must ensure that any sensitive printed material is properly secured. The goal of print and output management is to control data and reports output production and distribution in line with service level agreements. Print and output management�s area of responsibility includes planning, managing, and setting standards for all printing assets and related activities.

Job Scheduling Job scheduling involves the continuous organization of jobs and processes into the most efficient sequence. The intent of this function is to maximize system throughput and utilization to meet service level agreement and user requirements, and optimize the use of available capacity. Job scheduling is closely tied to service monitoring and control and to capacity management.


Supporting Quadrant Processes and activities found within the supporting quadrant are associated with resolving incidents, events, and requests in accordance with performance criteria contained in the service level agreement. The key objective of this quadrant is the timely resolution of incidents, problems, and inquiries for end users of the IT services provided. SMFs within the supporting quadrant utilize both reactive and proactive functions to manage services in accordance with service level agreements.

The three service management functions that support this MOF quadrant include: ● Service desk ● Incident management ● Problem management

Service Desk The service desk is the key service management function of the supporting quadrant. It coordinates all activities and customer communications about incidents, problems, and inquiries related to production systems. It is the single point of contact between service providers and customers/users on a day-to-day basis. Requests come to the service desk for help on solving issues and problems across a vast array of applications, communication systems, desktop configurations, and facilities. The three primary areas within which the service desk operates are incident management, self help, and customer relationship management. In particular, service desk interacts closely with incident management in performing their respective functions and procedures.

Incident Management Incident management is the process of managing and controlling faults and disruptions in the use or implementation of IT services as reported by customers or IT partners. The primary goal of incident management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring the maintenance of the best possible quality and availability of levels of service within the limits of the service level agreement.

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Problem Management Problem management seeks to ensure stability in service solutions by identifying and removing errors in the IT infrastructure. Problem management is responsible for clearly defining the overall support model used, escalation procedures, incident correlation, root cause analysis, problem resolution, and reporting of incidents and their resolution.


Optimizing Quadrant The optimizing quadrant includes the service management functions for managing (decreasing) costs while maintaining or improving service levels. This includes review of outages/incidents, examination of cost structures, staff assessments, and availability and performance analysis, as well as capacity forecasting. The optimizing functions described are typically performed in an iterative fashion over time: performing modifications, noting performance and cost, and then repeating the cycle.

The six service management functions contained within the optimizing quadrant include: ● Service level management ● Financial management ● Capacity management ● Availability management ● Service continuity management ● Workforce management

Service Level Management Service level management provides a structured way for consumers and providers of IT services to meaningfully discuss and assess how well a service is being delivered. The primary objective of service level management is to provide a mechanism for setting clear expectations with the customer and user groups with respect to the service being delivered, as well as negotiating how to measure performance against these requirements. Activities completed under the auspices of service level management include creating a catalog of services, identifying requirements, negotiating service level agreements, and managing service continuity, availability, capacity, and workforce.

Financial Management Financial management ensures that any solution proposed by a foundational SMF (service continuity, availability, capacity, or workforce) meets the requirements defined in service level management (SLM) and is justified from a cost and budget standpoint. This is often referred to as a cost-benefit

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analysis. Activities performed within the function include such standard accounting practices as budgeting, cost allocations, and others.

Capacity Management Capacity management activities include planning, sizing, and controlling service solution capacity to satisfy user demand within the performance levels set forth in the service level agreement. This requires the collection of information about usage scenarios, patterns, and peak load characteristics of the service solution, as well as stated performance requirements. These data collection activities are included in the service management function.

Availability Management The singular goal of availability management is to ensure that the customer can use a given IT service at any time. This requires heavy involvement through the requirements and planning phases of the project in order to carefully evaluate requests for change within the production environment and to minimize adverse effects on availability.

Service Continuity Management Service continuity management, also known as contingency management, focuses on minimizing the disruptions to business by the failure of mission-critical systems. This process deals with planning to cope with and recover from an IT disaster. It also provides guidance on safeguarding the existing systems by the development and introduction of proactive and reactive countermeasures. Service continuity management also considers what activities need to be performed in the event of a service outage not attributed to a full-blown disaster.

Workforce Management Achieving the objectives described for each of the service management functions requires an adequately skilled and trained workforce. The workforce management function implements best practices to continuously assess key aspects of the IT workforce and make appropriate investments and changes as


necessary. Activities performed within this function include recruiting, skills development, knowledge transfer, competency levels, team building, process improvements, and resource deployment.

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Next Steps This document provided introductory level information pertaining to the intent, organization, structure, and interrelationships of the Microsoft Frameworks (Microsoft Solutions Framework and Microsoft Operations Framework) and the underlying core models and principles of MOF.

Additional, detailed information on the frameworks themselves is available through technical papers available at the Microsoft public Web site, located at http://www.microsoft.com/mof.

For practitioners who want to learn more about specific service management functions, detailed guides have been prepared for each. These SMF guides provide prescriptive guidance for the processes and procedures required to fulfill each of the service management functions. In addition to this guidance, service offerings and training are also available for selected SMFs. These offerings are available through Microsoft Solutions for Management, either in combination or as standalone services or courseware.


Appendixes

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Appendix A: Glossary

absorbed overhead

Overhead that, by means of absorption rates, is included in costs of specific products or saleable services in a given period of time. In turn, under- or over-absorbed overhead is the difference between overhead cost incurred and overhead cost absorbed; it may be split into its two constituent parts for control purposes.

absorption costing

A principle whereby fixed, as well as variable, costs are allotted to cost units and total overheads are absorbed according to activity level. The term may be applied where either production costs, or costs of all functions, are so allotted.

abstentions

A member may abstain due to lack of impact of the change in his or her area of responsibility.

accept

One of three key concepts in the Microsoft approach to managing project trade-offs. It refers to accepting costs and resources as a time-and-materials strategy. See also optimize and constrain.

acceptance test

A release readiness test used to validate whether the technical solution satisfies the usability and operability requirements specified in the functional specification.

access control

The access and privileges granted to users so that they can perform certain authorized functions on a system.

accessing configuration items

One of four major, ongoing configuration management activities that occur after setup. It encompasses a request for information (initiated by a person or an automated process) about a configuration item listed in the CMDB, the retrieval of the information, and its presentation.


actions

An action can be a script, program, command, application start, or any other remedial response that is required. Typical actions include automated actions, operator-initiated actions, or operator-driven actions. Actions are generally defined to correct an event that represents an incident within the IT infrastructure; however, actions can also be used to perform daily tasks, such as starting an application every day on the same node.

advice

Advice is more commonly known as an alert. It is a notification that an operational event requiring attention may have occurred. An alert is generated when monitoring tools and procedures detect that something has happened, either at the service, service function, or component level.

agent

(1) A common term used in the computer industry to describe an executable software component that is capable of performing some type of action(s) on behalf of one or more users. In the system and network management domain, agents typically can be configured for specific thresholds and used to monitor specific thresholds of interest to an administrator�for example, error thresholds, performance thresholds, and capacity thresholds.

(2) A service that runs on every computer you want to monitor. An agent captures information from the computer on which it is running. An agent applies predefined processing rules to the captured data and performs actions as defined by the processing rules.

alarm

An alarm is a system notification that an event that has been defined as being �of interest� has occurred.

alert

An indication that a significant event, such as the breach of a threshold, has occurred. Alerts are defined by processing rules.

alert forwarding

A feature that sends alerts from one configuration group to another. Features allow for the creation of an efficient

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hierarchical alert management structure for large enterprise networks.

alert rule

A processing rule that specifies one response for a number of previously defined alerts.

alert severity

A property of an alert indicating its seriousness. Examples include Service Unavailable, Security Breach, Critical Error, Error, Warning, Information, and Success.

allocated cost

A cost that can be directly identified with a business unit.

American Standard Code for Information Interchange (ASCII)

A standard, single-byte character encoding scheme used for computer text-based data. ASCII uses designated 7-bit or 8-bit number combinations to allow either 128 or 256 possible characters to be represented. Standard ASCII uses 7 bits to represent all uppercase and lowercase letters, the numbers 0 through 9, punctuation marks, and special control characters used in U.S. English. Most current, Intel®-based systems support the use of extended (or �high�) ASCII. Extended ASCII allows the eighth bit of each character to be used to identify an additional 128 special symbol characters, foreign-language letters, and graphic symbols.

analyze

Measure the exposure.

application

The application is the top-most layer of the IT stack. The application is the piece of IT that most users see. In order to provide a service, such as accounting, the users make use of an application, such as SAP® Financials. apportioned cost

A cost that is shared by a number of business units (an indirect cost). This cost must be shared equitably between these units.

approval logic

Pre-defined guidelines for the CAB vote to approve or reject the RFC within the change authorization process.


asset

(1) A component that is managed by the organization from the perspective of its balance sheet value.

(2) A component of a business process. Assets can include people, accommodation, computer systems, networks, paper records, fax machines, and so on.

attribute

A computer characteristic typically defined by a registry key or value.

authentication

The method by which users prove to the system that they are who they claim to be. Authentication is used in passwords, smart cards, biometrics, and so forth.

authoritative restore

An authoritative restore causes the restored domain controller�s replicated data to be authoritative in relation to its replication partners. Such a restore is unusual, but when used, it has the effect of rolling back the entire network to the point in time of the backup. This action may be used to restore erroneously deleted information of a replicated set of data.

authorization

A process that verifies that the user has the correct rights or permissions to access a resource in a domain.

automated actions

Message-linked, pre-configured responses to event-generated incidents. Automated actions do not require any operator intervention and usually start as soon as a message is received. An operator can manually restart or stop automated actions if and when necessary.

availability

The ability of a component or service to perform its required function at a stated instant or over a stated period of time. It is usually expressed as the availability ratio, that is, the proportion of time that the service is actually available for use by the customers within the agreed service hours.

Overview 33

availability management

(Noun) A MOF service management function in the optimizing quadrant. It employs the process of describing, managing, directing, and proactively maintaining the availability of information and services at a reasonable cost and in accordance with agreed-upon service delivery levels.

(Verb) Ensuring that current and future service provision meets the business requirements/expectations, is seen as cost-effective/value adding, and can be recovered in the event of a service interruption.

availability plan

A plan that is compiled and/or refined within the availability management process. The availability plan sets out what availability is necessary in the long term. The plan contains a number of set scenarios with respect to future availability requirements.

back out plan

A documented plan detailing how a specific change, or release, can be un-done after being applied, if deemed necessary.

backup

This term is most commonly used to refer to a copy of all the files on a computer�s disks that is made periodically and kept on magnetic tape or another removable medium (also called a �dump�).

bandwidth

In analog communications, the difference between the highest and lowest frequencies in a given range. For example, an analog telephone line accommodates a bandwidth of 3,000 hertz (Hz), the difference between the lowest (300 Hz) and highest (3,300 Hz) frequencies it can carry. In digital communications, bandwidth is expressed in bits per second (bps).

baseline

A frozen �picture� of the IT environment at a set point in time that identifies the structure of the IT environment and the underlying dependencies of the components of that environment.

batch system

A system that takes a set of commands or jobs, executes them, and returns the results, all without human


intervention. This type of system contrasts with an interactive system in which the user�s commands and the computer�s responses are interleaved during a single run. A batch system typically takes its commands from a disk file (or a set of punched cards or magnetic tape in the past) and returns the results to a file (or prints them). Often there is a queue of jobs that the system processes as resources become available.

best practices

An optimal set of procedures and functional principles that, when followed, produce superior system reliability, availability, supportability, and manageability, resulting in effective IT service management.

bits per second (bps)

The number of bits transmitted every second, used as a measure of the speed at which a device, such as a modem, can transfer data. A character is made up of 8 bits. In asynchronous communication, each character may be preceded by a start bit and may terminate with a stop bit. In this case, 10 bits are transmitted. For example, if a modem communicates at 2,400 bits per second (bps), then 240 characters are sent every second.

boundaries of responsibility

The scope of the IT environment within which the configuration management function is responsible to track and control IT components established as configuration items. Boundaries are established during the setup process and are usually delineated either geographically or organizationally.

breakdown

An incidental, short-term interruption of automated information services.

bug

See error

business consequence

In the MOF risk model, a description of the way in which the operational consequence would affect the business as a whole.

business continuity plans

Documents describing the roles, responsibilities, and actions necessary to resume business processes following a business interruption.

Overview 35

business function

A business unit within an organization�for example, a department, division, or branch.

business impact

Measure of the business criticality of an incident or problem. Often equal to the extent to which an incident leads to distortion of agreed-upon or expected service levels.

business process

A group of business activities undertaken by an organization in pursuit of a common goal. Typical business processes include receiving orders, marketing services, selling products, delivering services, distributing products, invoicing for services, and accounting for money received. A business process usually depends on several business functions for support�for example, IT, personnel, and accommodation. A business process rarely operates in isolation, that is, other business processes will depend on it and it in turn will depend on other processes.

business unit

A segment of the business entity through which revenues are received and expenditures are caused or controlled. These revenues and expenditure are used to evaluate segmental performance.

CAB

See change advisory board.

CAB/EC

See change advisory board emergency committee.

call

The initial contact between an IT customer and the service desk before any details are recorded.

capacity management

(Noun) A MOF service management function in the optimizing quadrant. The process of describing, managing, directing, and proactively maintaining the capacity of information and supplied services in accordance with agreed-upon quality performance levels and processing capacity at reasonable cost.

(Verb) Ensuring that current and future business requirements for IT services are considered, planned, and implemented in a timely fashion. It also ensures that


the performance of the IT services used by the customers (as detailed in the targets in the SLAs and SLRs) and all components in the IT infrastructure that have finite resource are monitored, measured, analyzed, and reported.

capacity planning

The process of forecasting system and environment utilization and workloads and then developing plans to ensure that the system and environment will be able to support anticipated performance demands.

capital costs

Typically, those costs that apply to the physical (substantial) assets of the organization. Traditionally, capital costs involved the accommodation and machinery necessary to produce the enterprise�s product. Capital costs are the purchase or major enhancement of fixed assets�for example, computer equipment (building and plant) �and are often also referred to as �one-off� costs.

capital investment appraisal

The process of evaluating proposed investment in specific fixed assets and the benefits to be obtained from their acquisition. The techniques used in the evaluation can be summarized as non-discounting methods (simple pay-back, for example), return on capital employed, and discounted cash flow methods yield, net present value, and discounted pay-back.

capitalization

The process of identifying major expenditure as capital�whether there is a substantial asset or not�to reduce the impact on the current financial year of such expenditure. The most common item to which capitalization is applied is software, whether developed in house or purchased from a third party.

category

A classification used to group incidents of a similar nature.

change

(Noun) Any new IT component deliberately introduced to the IT environment that may impact an IT service level or that otherwise affect the functioning of the environment or one of its components.

Overview 37

(Verb) The addition, modification, or removal of approved, supported, or baselined hardware, network, software, application, environment, system, desktop build, or associated documentation.

change advisory board

A group of people representing service delivery and support functions that are responsible for assessing, planning, and authorizing changes to the IT environment. This board is a key component of a formal change management process and is likely to be made up of representatives from all areas within IT, along with representatives from business units.

change advisory board emergency committee (CAB/EC)

A small decision-making body that deals only with emergency changes. It is established to be able to meet on short notice to authorize or reject changes with emergency priority.

change authority

A group that is given the authority to approve change, by a project board, for example. Sometimes referred to as the configuration board.

change authorization

An approval process driven by the change manager that gives the IT organization structure and control over which changes are deployed.

change category

The measurement of a change�s deployment impact on IT and the business. The change complexity and resources required, including people, money, and time, are measured to determine the category. The risk of the deployment, including potential service downtime, is also a factor.

change classification

The assigning of a priority and a category to the change, using its urgency and its impact on the users and infrastructure as criteria. It provides a way to align the business impact of a change with its deployment speed and mechanism. The four change classifications are: major, significant, minor, and standard.


change control

The procedure that ensures that all changes are controlled, including the submission, analysis, decision making, approval, implementation, and post-implementation of the change.

change development

The planning and development of a change. The process can vary immensely in scope and includes reviews at key interim milestones.

change history

Auditable information records that describe what was done, when it was done, by whom, and why.

change initiator

A person who initiates a request for change.

change log

A log of requests for change raised during a project. The change log contains information on each change, its evaluation, what decisions have been made, and its current status, including raised, reviewed, approved, implemented, or closed.

change management

(Noun) A MOF service management function in the changing quadrant. It employs the practice of administering changes with the help of tested methods and techniques in order to avoid new errors and minimize any impact on the agreed-upon IT service levels in accordance with service level agreements.

(Verb) Making changes to the infrastructure, or any aspect of services, in a controlled manner. Change management enables approved changes with minimum disruption.

change management process

The formal steps and process flow that each request for change must follow. The steps in this process include: change request, change classification, change authorization, change development, change release, and change review.

change manager

The role that has overall management responsibility for the change management process in the IT organization.

Overview 39

change owner

The role that is responsible for planning and implementing a change in the IT environment. The change owner role is assigned to an individual for a particular change by the change manager and assumes responsibilities upon receiving an approved RFC. The change owner is required to follow the approved change schedule.

change priority

A change classification that determines the speed with which a requested change is to be approved and deployed. The urgency of the need for the solution and the business risk of not implementing the change are the main criteria used to determine the priority. Four typical priority levels are: emergency, high, medium, and low.

change record

A record containing details of which configuration items are affected by an authorized change (planned or implemented) and how.

change release

The deployment of a change into the IT production environment by release management.

change request

The formal initiation of a change through the submission of a request for change.

change review

A change management process activity that refers to a post-deployment evaluation of whether the change is achieving the goals that were established for it.

changing quadrant

The first quadrant in the MOF process cycle where a new release is prepared and then released into production. The changing quadrant starts with a release approved review, to determine if the release is ready for implementation in the target environment, and culminates in the release readiness review, in which the release is assessed for effective implementation.

Examples of changing quadrant activities include: ● Verifying the readiness of the release. ● Verifying the release functionality in the physical

environment.


● Verifying the preparedness of the operations staff and processes.

● Creating and following through on the installation plan.

● Creating a contingency plan. ● Analyzing potential impacts on other systems.

changing quadrant mission of service

The effective introduction of approved changes into the IT environment quickly and with minimal disruption of service. Changes can be made to technologies, such as systems, applications, hardware, and tools, or to processes, procedures, and documentation.

charging

The process of establishing charges in respect to business units and raising the relevant invoices for recovery from customers.

CI

See configuration item.

classification

(1) The grouping of items by classes or categories.

(2) An expression of the value of items by placing them in a certain order on the basis of category, impact, and urgency. Also, the process of formally grouping configuration items by type (for example, software, hardware, documentation, environment, application). Classification can be used to support decisions based on priorities.

(3) The process of formally identifying incidents, problems, and known errors by origin, symptoms, and cause.

client

A computer system or process that requests a service from another computer system or process (a �server�), using some kind of protocol, and accepting the server�s responses. For example, a workstation that requests the contents of a file from a file server is a client of the file server.

A client is part of client/server software architecture.

Overview 41

client/server

The combination of software, hardware, and network components in which one or more clients (computers) request services from one or more servers (computers) and through which the computer network functions for the user as one computer.

closure

The process of confirming customer satisfaction and then formally closing an incident record or problem record.

closure category

A classification used to group incidents or problems at closure, depending on their root cause.

cluster

A collection of nodes that appears to be a single-server system, allowing for greater application availability and scalability than would be possible with a single system.

CMDB

See configuration management database.

company knowledge base

The information added to alerts or processing rules about resolving the indicated condition.

component

An individual part of the product, including the agent, consolidator, Data Access Server (DAS), or database.

computer group

Collection of computers with some attribute in common. Computer groups are defined by computer grouping rules for similar event management.

computer view

A window that displays specified computers in the configuration group.

Computer-Telephony Integration (CTI)

The use of technology to integrate computer applications with telephony equipment.

confidentiality

A component of encryption. Confidentiality mechanisms ensure that only authorized people can see data stored on or traveling across the network.


configuration baseline

A configuration of a product or system established at a specific point in time, which captures both the structure and details of that product or system and enables that product or system to be rebuilt at a later date.

configuration control

Activities that control changes to configuration items. They include evaluation, coordination, approval, or rejection of changes.

configuration group

A group of computers containing the following Microsoft Operations Manager 2000 components: one database, one or more Data Access Servers, one or more consolidators, and one or more agents.

configuration item (CI)

An IT component that is under configuration management control. Each CI can be composed of other CIs. CIs may vary widely in complexity, size, and type, from an entire system (including all hardware, software, and documentation) to a single software module or a minor hardware component.

configuration item attributes.

The information recorded in the CMDB for every configuration item identified, ranging from the item�s name, description, and location to technically detailed configuration settings and options.

configuration management

(Noun) A MOF service management function in the changing quadrant. It employs the process of identifying and defining configuration items in a system, recording and reporting the status of configuration items and requests for change, and verifying the completeness and correctness of configuration items.

(Verb) Identifying and defining configuration items in a system, recording and reporting the status of configuration items and requests for change, and verifying the completeness and correctness of configuration items.

Overview 43

configuration management database

A database that contains all relevant details of each configuration item (CI) and details of the important relationships between CIs. The database can include ID code, copy and serial number, category, status, version, model, location, responsibility, historical information about the item, and so on. The level of detail contained in this database depends either on the aims or on the degree to which information is to be available.

configuration manager

The role that is responsible for managing the activities of the configuration management process for the IT organization. The role also selects, assigns responsibilities to, and trains the configuration management staff.

consolidation rule

A processing rule for grouping multiple events from a computer into a single summary event.

contingency plan

A product of the service continuity management process. It is a plan for an alternative system or manner of conducting business during an IT crisis.

continuity

The uninterrupted consistency and persistence of processes and the certainty that the processes will continue in operation. See also service continuity management.

control

The act of reacting to and implementing the plan.

corrective action

See resolution action.

cost

The amount of expenditure (actual or notional) incurred on, or attributable to, a specific activity or business unit.

cost effectiveness

The act of ensuring that there is a proper balance between the quality of a service and the resources expended on it. Any investment that increases the costs of providing IT services should always result in enhancement to service quality or quantity.


costing

The process of identifying the costs of the business and breaking them down and relating them to the various activities of the organization.

cost management

All the procedures, tasks, and deliverables that are needed to fulfill an organization�s costing and charging requirements.

cost unit

In the context of CSBC, the cost unit is a functional cost unit that establishes standard cost per workload element of activity, based on calculated activity ratios converted to cost ratios.

countermeasure

A technological or procedural response to address a single point of failure or other threat to the availability of an IT service. Two examples of countermeasures are the use of redundant power supplies and the implementation of a proven database backup procedure.

current values

A current value is defined as the real time value of an item of data that is deemed to be of sufficient criticality to be permanently monitored. Current values are used to ensure that service is maintained or recovered quickly.

customer

The recipient of a service.

data access server (DAS)

A component that receives events from the consolidators and inserts them into the database. Requests for data from the database and requests to insert data into the database typically go through the DAS.

data availability

In security terms, the ability of authorized users to access the data they need when they need it.

data backup

The process of periodically moving data from one type of medium (typically hard disk) to a secondary storage medium for potential retrieval at a later date.

Overview 45

database

A central product component that stores information, including events, alerts, rules, and scripts.

data confidentiality

In security terms, the ability to restrict data accessibility.

data integrity

In security terms, ensuring that data presented to authorized users is accurate and not improperly modified.

data recovery

The process of completely restoring data to the state it was in at a previous point in time. Data recovery is usually performed as a result of some kind of disaster that has caused serious data loss, corruption, or both.

data restore

A restore is the process of retrieving data (a single file or many files) from a storage medium to a target location (typically a hard disk).

DCAM

Database Access Server (DAS), Consolidator (C), and Agent Manager (AM) components of MOM, which sit between the collection agents and the central database(s).

decision support system (DSS)

A decision support system (DSS) provides answers to common business requests for information. An individual RDBMS query supplies a component of the information necessary to make a business decision. Decision support system (DSS) solutions are known for their flexibility or the ability to supply as-needed information.

definitive hardware store (DHS)

A physical space set aside for the secure storage of spare hardware components. These components are maintained at the same level as the comparative systems within the production environment. Details of these components and their respective builds and contents should be comprehensively recorded in the CMDB. These can then be used in a controlled manner when needed for additional systems or in the recovery from major incidents.


definitive software library (DSL)

(1) A storage repository, such as a filing cabinet or safe, for master copies of applications and licenses used in the IT environment.

(2) A secure software library where all versions of software CIs that the CAB has approved for deployment are held in their definitive, quality-controlled form.

depreciation

The loss in value of an asset due to its use and/or the passage of time. The annual depreciation charge in accounts represents the amount of capital assets used up in the accounting period. It is charged in the cost accounts to ensure that the cost of capital equipment is reflected in the unit costs of the services provided using the equipment. There are various methods of calculating depreciation for the period, but convention usually recommends the use of current cost asset valuation as the basis for the depreciation charge.

detection

The process of detecting an incident, either automatically via an event management system, or by a report from a human contact.

diagnosis

The process of determining the cause of an incident or problem.

differential charging

Charging business customers different rates for the same work, typically to dampen demand or to generate revenue for spare capacity. This method can also be used to encourage off-peak or nighttime running.

digital certificate

An attachment to an electronic message used for security purposes. The most common use of a digital certificate is to verify that a user sending a message is who he or she claims to be, and to provide the receiver with the means to encode a reply.

direct cost

A cost that is incurred for, and can be traced in full to, a product, service, cost center, or department. Direct cost is an allocated cost. Direct costs are direct materials, direct wages, and direct expenses.

Overview 47

direct costs

Costs that can be traced to a particular activity or organizational department.

directory

A directory is an information or data source used to store information about objects. A telephone directory stores information about telephone subscribers. In a file system, the directory stores information about files.

directory service

Directory services allow users and applications to find network resources�such as users, servers, applications, tools, services, and other information�over the network. The goal of directory services is to ensure that, through a simple and organized process, information is accessible through the network by any authorized requester.

directory services administration

A MOF service management function in the operating quadrant. It provides the day-to-day operations, maintenance, and support of the enterprise directory.

disaster recovery

Similar to a contingency plan, however, it traditionally refers to a recovery from a natural disaster. The contingency plan may anticipate and serve the purpose of the disaster recovery plan if it is broad in scope.

discounted cash flow

An evaluation of the future net cash flows generated by a capital project by discounting them to their present-day value. The two methods most commonly used are: the yield method, for which the calculation determines the internal rate of return (IRR) in the form of a percentage; and the net present value (NPV) method, in which the discount rate is chosen and the answer is a sum of money.

discounting

The offering to business customers of reduced rates for the use of off-peak resources. See also surcharging.

disk cluster

A technology solution that allows an organization to connect two or more computers together in such a way that they appear to act as a single computer.


distributed transaction processing (DTP)

Capacity planning may leverage input from software conforming to the distributed transaction processing (DTP) model, a widely recognized international standard established by X/Open® for promoting interoperability between heterogeneous computer systems. Distributed transaction processing (DTP) software is deployed to monitor on line transactions and administer business critical, on line transaction processing (OLTP) applications in distributed, client/server environments. Middleware, such as transaction monitors, are included in the more general information category of DTP. Not to be confused with desktop publishing, which can also be referred to with the DTP acronym.

documentation coordinator

The role that is responsible for reviewing existing manuals and changing them as needed to support the modifications to the production environment.

downtime

The unavailability of one or more configuration items (CIs). It is measured from the start of the incident to the restoration of an IT service.

DSL

See definitive software library.

duplicate alert suppression

A feature that combines multiple, identical alerts within a specified period of time into one alert.

egress

Egress can be defined as anything that leaves the facility or is connected externally. Primary egress facilities are typically outside of the direct control of the IT department and therefore must be provided by another party. Because of their criticality, IT may be required to provide secondary sources for all egress services in the event of a failure of the primary system. Egress services typically consist of security, water, sewage, janitorial service, gas, electricity, and Internet access.

elements of cost

The constituent parts of costs according to the factors upon which expenditure is incurred, including materials, labor, and expenses.

Overview 49

end user

See user.

environment

A collection of hardware, software, network communications, and procedures that work together to provide a discrete type of computer service. There may be one or more environments on a physical platform�for example, test and production. Environments have unique features and characteristics that dictate how they are administered in similar, yet diverse, manners.

error

A defect in software or hardware that causes a malfunction. Known in the vernacular as a bug. See also known error.

error detection

A technique for detecting when data is lost during transmission. This allows the software to recover lost data by notifying the transmitting computer that it needs to retransmit the data.

escalation

The process of raising the profile of a problem to increase the awareness and/or resources available to resolve it. See also functional escalation and management escalation.

event

An occurrence within the IT environment (usually a fault or incident) detected by a monitoring tool or an application that is consistent with pre-defined threshold values (within, exceeding, or falling below). An event is deemed to require some sort of response, or, at a minimum, is worth recording for future consideration or an entry to be added to a log.

event consolidation

Combining multiple events into one event. The single event identifies the number of consolidated events and when the first and last consolidated events occurred.

event correlation

Event correlation is the process by which organizations can identify the relationships between events. When identified, event correlation can produce a smaller (that is, more manageable) set of events with either the same or more information content.


event log

Event logs are files in which events are stored. Every operating system has its own set of event logs and applications (for example, network and system management systems).

event management system

A software tool designed to monitor and record events occurring within components of the IT infrastructure.

event rule

A processing rule for generating an alert when specific events occur.

event view

A window that displays specified events in the configuration group.

evidence

Information indicating the nature and/or cause of an incident or problem.

exception report

A report detailing an identified discrepancy.

existing problem

A problem that has been identified, which may or may not have a workaround, but does not yet have an identified resolution.

expert user

See super user.

facilities

Facilities consist of the building that houses the data center, along with any associated components. These components may consist of edifices, environmental controls, physical security, fire suppression systems, or human convenience.

facilities management

The process involved in the management of physical structures that support the operations environment. It includes property, utilities, power backup, property maintenance, and monitoring. This process is often managed by external specialists.

Overview 51

filter

A technology allowing different administrators to only see the events they have defined as important to them. For example, a storage management administrator would filter events to show only storage management events. Most third-party management systems can be configured to filter events.

financial management

A MOF service management function in the optimizing quadrant. It provides the sound management of monetary resources in order to support organizational goals. Financial management may include cost accounting, budgeting, project investment appraisals, and in some organizations, cost recovery.

financial year

An accounting period covering 12 consecutive months.

firewall

A dedicated gateway computer with special security precautions on it. It is used to service the outside network, especially Internet connections and dial-in lines. The idea of a firewall is to protect a cluster of more loosely administered machines hidden behind it from hackers. The typical firewall is an inexpensive microprocessor-based device containing no critical data. The firewall has modems and public network ports connected to it, but just one carefully watched connection back to the rest of the cluster. The special precautions taken within a firewall may include threat monitoring, call-back, and even a complete iron box configurable to particular incoming IDs or activity patterns.

font

A graphic design applied to a collection of numbers, symbols, and characters. A font describes a certain typeface, along with other qualities, such as size, spacing, and pitch.

forwarding

See alert forwarding.

forward schedule of changes

A master schedule of planned changes that contains details of all the changes approved for deployment, including their proposed deployment dates.


frequently asked question (FAQ)

A query for which an answer is often requested.

full cost

The total cost of all the resources used in supplying a service�for example, the sum of the direct costs of producing the output, a proportional share of overhead costs, and any selling and distribution expenses. Both cash costs and notional (non-cash) costs should be included, including the cost of capital. See also total cost of ownership.

full release

A release that replaces all components of a release unit, regardless of whether they have changed since the last version of the software.

function

Description of the performance of a feature, product, or component.

functional escalation

The process of assigning additional resources or skills to an incident in order to meet service targets. See also escalation and management escalation.

functional management

A process responsible for the maintenance of the functionality of an information system that is central to its use.

go/no-go decision

The formal management decision to proceed or not proceed with the deployment of a release into the production environment. This decision is made during the release readiness review. This term is also sometimes used to indicate milestone approvals during the change development process.

hardware

A layer of the MOF IT infrastructure. Hardware, as used here, represents a wide range of component types. While not a comprehensive list, hardware certainly contains computers and storage devices. Within each of these there can be memory, fans, power supplies, and many other device types. Regardless of how it is defined, extra hardware and spare parts need to be allocated to a data center in order to replace pieces that might fail.

Overview 53

hierarchical escalation

See management escalation.

hub

A network device that forwards every incoming packet out through all of its ports. See also switch.

Hypertext Markup Language (HTML)

A simple markup language used to create hypertext documents that are portable from one platform to another. HTML files are simple ASCII text files with embedded codes (indicated by markup tags) to denote formatting and hypertext links.

identification

Any mechanism used to uniquely identify a user or a set of privileges on a system. Identification can be likened to a key. Access control can be likened to a lock. Both the key and lock must match in order for a user to gain access.

identify

The act of determining a condition and a consequence.

impact

(1) A measure of the business criticality of an incident, problem or request for change. Often equal to the extent of a distortion of agreed or expected service levels.

(2) In the MOF risk model, the degree of loss that the business consequence would cause. This degree of loss is measured on a numeric scale: the higher the impact, the higher the number. Closely related to the ITIL meaning of the same term, which is the business criticality of an incident. Impact can also be measured in actual dollars as opposed to a numeric scale.

impact analysis

(1) A quantitative research method in which a study is conducted regarding the effects that an error or change implementation may have on the other parts of the configuration, along with the subsequent effects on the service level. This analysis also considers the risks of the error or change implementation and the potential severity.

(2) An analysis of the potential damage or loss that may be caused to the organization resulting from a disruption to those processes. Business impact analysis identifies the form the loss or damage will take, how


that degree of damage or loss is likely to escalate with time following an incident, and the minimum staffing, facilities and services needed to enable business processes to continue to operate at a minimum acceptable level and the time within which they should be recovered. The time within which full recovery of the business processes is to be achieved is also identified.

implementation scenario

A short overview of the organizational aspects and scheduling relating to the execution of installation work. The scenario involves a step-by-step plan that includes the various actions, tests, persons responsible, and the duration of the actions to be carried out.

implementation

The process of executing the production release and stabilization of an IT change that encompasses one or more configuration items (CIs).

incident

Any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to, or a reduction in, the quality of that service.

incident count

The number of incidents that have occurred as the result of a particular problem or known error.

incident life cycle

The series of states through which an incident passes, from initial detection to final closure.

incident management

(Noun) A MOF service management function in the supporting quadrant. It is the function that controls and manages the life cycle of all incidents from occurrence to closure.

(Verb) Restoring normal service as quickly as possible and minimizing adverse impacts on business operations.

indirect cost

A cost incurred in the course of making a product, providing a service, or running a cost center or department, but which cannot be traced directly and in full to the product, service, or department, because it has been incurred for a number of cost centers or cost units. These costs are apportioned to cost centers/cost units. Indirect costs are also referred to as overheads.

Overview 55

information system

The entirety of the hardware, accompanying basic software and applications software, datasets, persons, and procedures required for gaining knowledge of, directing, or supporting business processes.

information systems management

The totality of the activities involved in maintaining information systems, the components from which they are constructed, and their accompanying data processing and information processes.

information technology

The architecture, structures, and processes that are the core of an information systems strategy. The entirety of those components (for example, computers, networks, and information systems) with which information provision is realized.

information technology executive committee (ITEC)

A management committee with the budget and resource management authority to make decisions about proposed major and significant changes within the IT environment. ITEC is used to authorize changes when the CAB cannot reach a decision or lacks the authority to make a decision. ITEC decisions are final.

IT Infrastructure Library (ITIL)

A widely recognized collection of IT service management best practice and process guides for the management and provision of operational IT services. Managed by the United Kingdom government�s Office of Government Commerce (OGC).

informed customer

An individual, team, or group responsible for ensuring that monies spent on IT are directed to best effect, that is, that the business is receiving value for money and continues to achieve the most beneficial outcome. In order to fulfill its role, the informed customer function must gain clarity of vision in relation to the business plans and assure that suitable strategies are devised and maintained for achieving business goals. The informed customer function ensures that the needs of the business are effectively translated into a business requirements specification, that IT investment is both efficiently and economically directed, and that progress toward effective business solutions is monitored. The informed customer should play an active role in the procurement


process, as well as in ensuring that the services and solutions obtained are used effectively within the organization to achieve maximum business benefits.

infrastructure role

One of six roles in the MOF team model. It is responsible for the evolving enterprise architecture and ensures that plans are in place to meet the new and changing requirements of running the business from a networking, telecommunications, hardware, and software perspective. Additionally, the infrastructure role includes responsibility for shared/common data management such as customer and product data, space, and storage planning (data centers, field and remote offices, test labs, development labs, and so forth), and the tools necessary to support the infrastructure.

initial support

The process of trying to resolve an incident at first point of contact, using information from known errors, existing problems, previous incidents, knowledge bases, documentation, and the implicit knowledge of initial support staff.

initiator

The source of the initial incident or problem report.

integration

The degree to which consecutive types of actions or work are carried out by an organizational unit.

integrity

A concept that ensures that data is not garbled, modified, or lost during transmission across a network. It also ensures that data is from the intended sender and not from an impostor. Data integrity mechanisms include checksums and digital signatures.

intellectual property

Non-tangible property that is the result of creativity.

interface

A physical or functional interaction at the boundary between configuration items.

Overview 57

Internet Control Message Protocol (ICMP)

A maintenance protocol in the TCP/IP suite�required in every TCP/IP implementation�that allows two nodes on an IP network to share IP status and error information. ICMP is used by the ping utility to determine the reachability of a remote system.

Internet

A specific internetwork that is available for public use. The Internet was originally created by the Defense Advanced Research Projects Agency (DARPA), an agency of the United States Department of Defense, for interconnecting military contractors and research organizations. The U.S. military no longer controls the Internet, however.

internetwork

A group of connected local area networks (LANs). A network of networks. In many cases, an internetwork is composed of LANs in distant locations connected by means of a wide area network (WAN). Most internetworks are proprietary and used expressly for connecting a company to its remote offices and business partners.

investigation

The progress of determining further details regarding an incident.

IT infrastructure

The sum of an organization�s IT-related hardware, software, data communication facilities, procedures, automation tools, documentation, and people.

IT infrastructure library

See information technology infrastructure library.

IT service

A described set of IT functionality that fulfills one or more needs of the customer and supports the customer�s business objectives. This term may also be used to refer to the components (for example, computers, networks, information systems, processes, or combination thereof) with which customer service provision is realized.


IT service management

An approach that IT organizations can take to plan, develop, deliver, and maintain quality IT services that are customer-focused and process-driven, as well as meeting both cost and performance targets as defined by the SLA or OLA.

IT service provider

Any organizational units, whether internal or external, that deliver and support IT services to a customer.

ITEC

See information technology executive committee.

ITIL

See information technology infrastructure library.

job scheduling

(Noun) A MOF service management function in the operating quadrant. It involves the continuous organization of jobs and processes into the most efficient sequence, maximizing system throughput and utilization to meet service level agreement (SLA) requirements.

(Verb) Ensuring the efficient processing of data at a pre-determined time and in a prescribed sequence to maximize the use of system resources and minimizing the impact to online users. Its goal is to ensure the successful execution of batch runs while minimizing the impact on live users of system resources. The main activities of job scheduling include monitoring, analysis, tuning, and implementation of batch runs.

key performance indicators

Significant metrics that indicate the level of functionality and viability of a component.

knowledge base

A collection of rule comments that embodies knowledge about the meaning and importance of events. The Microsoft Knowledge Base contains predefined information from Microsoft. The company knowledge base contains information entered by the Microsoft Operations Manager 2000 user.

known error

An incident or problem for which the root cause is known and for which a temporary workaround or a

Overview 59

permanent alternative has been identified. If a business case exists, an RFC will be raised; it remains a known error, however, until it is permanently fixed by a change.

lab testing

A test conducted in a simulated, non-production environment built to mirror the production environment. This environment is completely disconnected from the production environment.

life cycle

The phases an IT component goes through from the time it is conceived to the time it is retired from service. The life cycle represents an approval process for configuration items, problem reports, and change documents.

Lightweight Directory Access Protocol (LDAP)

LDAP allows an application to access any directory the same way regardless of the directory vendor or how it is implemented. Most general-purpose directories can be accessed via LDAP. Applications that use LDAP have a simplified access to multiple pieces of information from disparate directories.

line-of-business application

A software application that is critical to the functioning of the enterprise.

local area network (LAN)

A group of computers and other devices dispersed over a relatively limited area and connected by a communications link that allows one device to interact with any other on the network.


maintainability (internal focus)

The ability of a component or an IT service, under stated conditions of use, to be retained in or restored to a state in which it can perform its required functions.

maintenance

Tasks aimed at the upkeep and protection of the technical infrastructure that can result from such things as errors in the application software, necessary extension of the functionality, or technical developments in the area of hardware and basic software.

major change

A change category describing changes that have a potential impact on the highest percentage of users or on a business-critical system. The change may be new technology or a configuration change. It may involve downtime of the network or a service.

major incident

An incident with a high impact, or potentially high impact, which requires a response that is above and beyond that given to �normal� incidents. Typically, these incidents require cross-company coordination, management escalation, the mobilization of additional resources, and increased communications.

major problem

A problem with a high impact, or potentially high impact, which requires a response that is above and beyond that given to �normal� problems. Typically, these problems require cross company coordination, management escalation, the mobilization of additional resources, and increased communications. There are normally longer timescales available in which to plan a resolution to a major problem, compared to a major incident, which often requires an immediate response. This means that it is better to treat the issue as a proactive requirement, and hence progress it under problem management as a major problem. If it is left to incident management because it lacks the immediacy of other incidents, there is a risk of it not being progressed. An example of a past major problem is the year 2000 issue.

majority

A simple majority or a pre-defined percentage of members must vote yes for change to be approved.

Overview 61

management escalation

The process of raising the profile and awareness of an incident up the management hierarchy, so as to keep managers updated and to obtain the necessary commitment and authority for the required support resources. Also called hierarchical escalation. See also escalation and functional escalation.

management pack modules

Predefined solutions from Microsoft. They contain computer groups and processing rules with filters, performance counters, and alerts defined for specific customer applications, such as Microsoft Exchange.

management stations

Management stations are computers dedicated to managing and monitoring the nodes in the system.

marginal cost

The cost of providing the service now, based on the investment already made.

master configuration group

A configuration group to which zone configuration groups forward alerts. .

match

A known error, existing problem, or previous incident record that has the same characteristics as an incident currently being addressed.

matching

The process of comparing records of known errors, existing problems, and previous incidents against a current incident record to obtain a match.

mean time between failure

The average elapsed time from the time an IT service or supporting component is fully restored until the next occurrence of a failure to the same service or component.

mean time between system incidents

The average elapsed time between the occurrence of one system failure and the next failure.

mean time to failure

The mean time expected to the first failure of a component. It is a statistical value and is meant to be the mean over a long period of time and large number of component units.


mean time to repair

The average elapsed time from the occurrence of an incident to resolution of the incident.

measurement

(1) A value determined by calculation or by data acquisition from a sensor.

(2) The act or process of measuring.

metadirectory

Metadirectory products are essentially directories of directories. They provide a common infrastructure that exists at a level above various directories, directing queries and returning responses through a single, transparent user interface. Metadirectories provide integration and unification.

metric

An analysis of one or more measurements to produce information. For example, �current temperature� is a measurement (datum). An analysis of how the current temperature compares to the average temperature for this date is a �metric� (information).

Microsoft IT life cycle

A conceptual model describing how the activities of analyzing, designing, building, deploying, and operating effective IT-based releases are positioned and linked between the Microsoft Frameworks. Deploying is the point at which MSF and MOF work together for successful delivery of the solution.

Microsoft Operations Framework (MOF)

The �manage, run, and maintain� phase within Microsoft Frameworks. MOF provides comprehensive and prescriptive technical guidance for achieving mission-critical reliability, availability, and manageability solutions and services on Microsoft technologies. MOF comprises white papers, operations guides, assessment tools, operations kits, best practices, case studies, and support tools that address the people, processes, and technologies for effectively managing production systems within today�s complex, distributed IT environment.

Microsoft Solutions Framework (MSF)

The �plan and build� phase within Microsoft Frameworks. MSF provides guidance in the planning,

Overview 63

building, and deploying phases of the project life cycle. This guidance includes white papers, case studies, and courseware in the areas of enterprise architecture, application development, component design, and infrastructure deployment.

middleware

A layer of the MOF IT infrastructure model. Middleware can be defined as the part of the application that the users do not see. Middleware includes databases, Web services, and messaging systems such as Microsoft COM+. Given this broad definition, the question of what constitutes middleware varies greatly from application to application.

milestone review

A meeting that takes place at the end of each phase of change development and signals agreement to proceed to the next step. The level of formality in the reviews is dependent on the complexity of the change.

minor change

A change category applied to changes that impact a smaller percentage of users than do significant changes. Also, they involve less risk because of the organization�s relatively high experience level with the proposed change.

missing event

An event that was supposed to occur within a specified time interval, but did not occur.

missing event rule

A processing rule for generating an alert when particular events do not occur during a specified time. See also missing event.

MOF

See Microsoft Operations Framework.

MOF process model

The core of the MOF approach to service management. It provides a comprehensive and structured approach to managing releases. It is divided into four quadrants�changing, operating, supporting, and optimizing�each of which plays a distinct, but interrelated, role in service management.


MOF risk model

A five-step risk management process used in MOF. The process is a shared responsibility among the six role clusters defined in the team model, rather than the exclusive responsibility of any one role cluster or role. The five steps are:

1. Identify. Come up with the condition and the consequence.

2. Analyze. Measure the exposure.

3. Plan. Set mitigations, triggers, and contingencies.

4. Track. Maintain formal documentation of the plan, which is always kept up-to-date.

5. Control. React to and implement the plan.

MOF role cluster

A grouping of similar or related IT operations responsibilities defined in the MOF team model. There are six MOF role clusters: infrastructure, operations, release, support, partner, and security. The core members of the CAB include representation from each of the six and are always present at meetings.

MOF service management functions

Foundational-level best practices and prescriptive guidance that are at the core of the MOF process model. Although no service management function (SMF) is exclusive to a given quadrant in MOF, each SMF has a �home� quadrant or primary planning and execution quadrant. The following are examples of SMFs: ● Configuration management ● Problem management ● Service continuity management ● Workforce management

MOF team model

An organizational work model that emphasizes roles and aligns groups of related roles (role clusters) with the IT processes defined in the MOF process model. The six role clusters are: release, infrastructure, support, operations, partner, and security.

Overview 65

MOM administrator console

An interface based on Microsoft Management Console (MMC) technology, used for monitoring and event management. Can include the Microsoft Operations Manager 2000 Monitor, rules, and configuration snap-ins.

MSF

See Microsoft Solutions Framework.

network administration

(Noun) A MOF service management function in the operating quadrant. It employs the process of maintaining communications systems and links, along with accompanying data-processing procedures, in accordance with the requirements and preconditions arising from their use and the characteristics of the network components.

(Verb) Being responsible for the efficient operation of the network at all times and providing a reliable, consistent, scalable network infrastructure that meets or exceeds service levels and optimizes enterprise assets. Its goals are to provide day-to-day administrative services in support of the network infrastructure. This entails managing and resolving incidents and problems, managing performance, and providing a secure network environment. Works in concert with other SMFs, such as capacity management and security administration.

network interface adapter

Computer systems connect to the network backbone with network interface cards. These components are relatively inexpensive, so it is common to place more than one card into each machine to provide redundancy in the even of failure of the other. It is also common to direct all external Web traffic to one card and reserve the other for internal management data.

network interface card (NIC)

See network interface adapter.

network operating system (NOS)

An operating system that includes software to communicate with other computers by means of a network. This allows such resources as files, application programs, and printers to be shared between computers.

node


A computer system or server platform that is uniquely addressable on a network. A node can have more than one CPU. It typically has its own boot drives (direct attached storage); however, more general data storage is often �shared� to allow more scalable, highly available data resources and content.

non-authoritative restore

This type of restore is used to provide a start point (the point of time at which backup was taken) for data replication to minimize the replication traffic on the network. The restored data is synchronized with data on other domain controllers through replication. Only changed data (rather than the entire directory) is replicated. In the absence of this start point, all data would be replicated from other servers.

nonrepudiation

A security concept that applies to proving the transmission of a particular message. If a system applies technical nonrepudiation, the sender of a message cannot later deny having sent the message, and the receiver of a message cannot later deny having received the message. Furthermore, if the message contains contractual information, the presence of a digital signature with the message can ensure at a later time that the contractual information was not improperly altered.

norm

An idea held by members of a group that can be expressed in the form of a rule and specifies what members are expected to do in given circumstances.

notification group

A list of operators and scheduled availability for receiving page or e-mail responses.

OMR

See operations management review.

OnLine Transaction Processing (OLTP)

Online transaction processing (OLTP) applications are typically business-critical and are more frequently deployed in distributed, client/server environments. Transaction monitors are associated with OLTP to facilitate management and coordination of transactions with corporate data repositories, such as relational database management systems (RDBMS). Online

Overview 67

transaction processing (OLTP) is a type of solution usually distinguished from decision support systems (DSS). Both types of solutions typically involve a RDBMS.

Open Systems Interconnection (OSI)

Developed by ISO in 1978 as a framework for international standards in heterogeneous computer network architecture, OSI is a model of network architecture and a suite of protocols (a protocol stack) to implement it. The OSI architecture is split between seven layers. From lowest to highest, these layers are: 1 physical layer, 2 data link layer, 3 network layer, 4 transport layer, 5 session layer, 6 presentation layer, 7 application layer. Each layer uses the layer immediately below it and provides a service to the layer above. In some implementations, a layer may itself be composed of sub-layers.

operating level agreement (OLA)

An internal agreement between two or more IT entities that defines the responsibilities of all participating parties. An operating level agreement binds these parties to provide a particular service (or service component, such as hardware, software, and so on) of a specific, agreed-upon quality and quantity, and constrains the demands users may place upon the service (or service component) to those agreed-upon limits defined by the contract.

operating level objective

An agreed-upon, measurable service metric �target� between two or more IT entities. It is applied to the services provided to those entities and described in an operating level agreement.

operating quadrant

The second quadrant in the MOF process cycle. It encompasses the day-to-day activities of an IT organization. Its activities ensure the smooth operation of the operations environment.

operating system.

(1) A program that controls the hardware. The operating system provides access to the central processing unit, memory, storage devices, and so on. Because of this relationship, correct operating system performance is critical to correct application performance. The user may not be aware of the operating system or what it does, but


the user is aware when critical services are not available due to poorly written device drivers and other OS problems.

(2) A layer of the MOF IT infrastructure.

operational costs

Those costs resulting from the day-to-day running of the IT services section�for example, staff costs, hardware maintenance, and electricity. Operational costs relate to repeating payments whose effects can be measured within a short time frame, usually less than the 12-month financial year.

operations

The on-going activities IT personnel perform on IT environment components to run and manage the information technology system and support the business organization. These activities emphasize execution and are particularly evident in the MOF operating quadrant.

operations management review (OMR)

One of four key management checkpoints that structure quality and measurement into the release life cycle or assessment of ongoing operations. The OMRs are designed to formally involve higher-level management in the review, assessment, and decision-making activities that take place within the life cycle of a release as well as in the assessment of ongoing operations.

operations review

The management review within the operating quadrant. The primary goal of the operations review is to assess the effectiveness of internal operating processes and procedures and make improvements as appropriate. This evaluation is focused on the internal processes and procedures utilized to meet service level requirements and how those activities can be improved. The operations review assists in the retention of the corporate knowledge. It is crucial that, as the operations staff gains experience with a process, system, or application, it documents this experience and retains it in the corporate knowledge base. The operations reviews can be both release-based and time-based.

operations role

One of six roles in the MOF team model. It includes skilled specialists who focus on technology areas and production-systems tasks necessary to run the business

Overview 69

on a daily basis. Enterprise operations roles include dedicated specialties such as messaging, telecommunications, networking, and database administration.

operator

The person scheduled to receive e-mail or page responses from Microsoft Operations Manager 2000.

operator-driven actions

Manual tasks that are performed in response to a message generated by one or more system management tools. The operator will need to follow manual password change procedures in order to overcome the occurrence. Operating procedures such as these should be clearly defined, documented, and tested.

operator-initiated actions

Message-linked, pre-configured responses to event-generated incidents. These actions are started and stopped by an operator.

opportunity cost (or true cost)

The value of a benefit sacrificed in favor of an alternative course of action. The cost of using resources in a particular operation expressed in terms of foregoing the benefit that could be derived from the best alternative use of those resources.

optical character recognition (OCR)

Identification of printed characters using photoelectric devices.

optimizing quadrant

The fourth quadrant in the MOF process cycle. It evaluates the operational functionality of an IT organization. The objective of this quadrant is the optimization of cost, performance, capacity, and availability in the delivery of IT services. The optimizing quadrant includes the service management functions to manage costs while maintaining or improving service levels. This includes the review of outages/incidents, the examination of cost structures, staff assessments, availability, performance analysis, and capacity forecasting.


organizational unit (OU)

A container used to organize objects within a domain into logical administrative groups. An OU can contain objects such as user accounts, groups, computers, printers, applications, file shares, and other OUs. OUs are used to structure Microsoft Active Directory® directory services based on a company�s organizational structure and network administrative model.

outsourcing

The process by which functions performed by the organization are contracted out for operation, on the organization�s behalf, by third parties.

overhead

The total of indirect materials, wages, and expenses.

package release

A release that includes a package of software configuration items that are introduced into the production environment.

Packet Internet Groper (ping)

A program used to test whether a particular network destination is online by sending an Internet control message protocol (ICMP) echo request and waiting for a response. (Also called packet Internet gopher).

packet

An Open Systems Interconnection (OSI) network layer transmission unit that consists of binary information. This information includes both data and a header containing an identification number, source and destination addresses, and error-control data.

Page Description Language (PDL)

A computer language that describes the arrangement of text and graphics on a printed page.

partner role

One of six roles in the MOF team model. It includes management of a broad collection of IT partners, service suppliers, and outsource vendors who work as virtual members of the IT staff in providing hardware, software, networking, hosting, and support services.

passive components

Those parts of a network that carry information but do not require their own source of power. Passive

Overview 71

components�such as wires, wall jacks, and so on�are vital to any network. With the increasing use of wireless networking technologies, the use of copper cables is becoming less common.

patch

An update (commonly called a �fix�) to a version or release. Each patch introduced into the environment needs a corresponding version adjustment.

peer-to-peer network

A network in which every computer is an equal and functions as both a client and a server. This means that any computer can share its resources with the network and access the shared resources on other computers. Peer-to-peer networks should be generally limited to 10 or 15 nodes or fewer on a single LAN because each system has to maintain its own user accounts and other security settings.

performance data

Sampled numeric data collected from Microsoft Windows NT® performance counters.

performance data view

A window that displays specified performance information.

performance measure

Sampled numeric data collected to aid in capacity planning.

performance management

A sub-process focused on managing both the performance of the IT solutions used by the customers and the performance of the underlying resources on which the solution depends. It is responsible for ensuring the monitoring of the performance of all IT solutions, as detailed in the OLA targets for key IT layers in the technical infrastructure. It also is responsible for ensuring the monitoring of the performance of the underlying resources. All of the collected data is recorded, analyzed, and reported. As necessary, the capacity management staff ensures that the performance of the solutions meets the business requirements. Service monitoring and control is a key SMF for this subprocess.


performance threshold

Sampled numeric data compared to a threshold value. Microsoft Operations Manager 2000 generates an alert if the threshold is crossed in either direction.

pilot

The experimental and preliminary stage of a project or deployment aimed at minimizing the impact of the deployment and providing valuable feedback on the project�s suitability for completion.

pilot plan

A document that contains the objectives, rollout and rollback procedures, support and training requirements, and communication strategy for the pilot test of a change.

pilot test

A test in a controlled and limited deployment of a release package into the production environment. It is initially limited to IT organizations and then rolled out to a pre-selected group of users.

plan

Setting mitigations, triggers, and contingencies.

plug and play

A set of specifications developed by Intel that allows a computer to automatically detect and configure a device and install the appropriate device drivers.

pod

A method of scheduling service desk personnel.

post-implementation review (PIR)

The management review of a change after deployment. The review�s purpose is to determine whether the change is meeting its original goals and whether there any lessons learned that can be incorporated into future releases.

PostScript®

A page-description language (PDL), developed by Adobe® Systems Incorporated for printing on laser printers, that offers flexible font capability and high-quality graphics. PostScript is the standard for desktop publishing because it is supported by imagesetters, the high-resolution printers used by printing services for commercial typesetting.

Overview 73

pre-approved change

See standard change.

predictive fault management

The analytical use of data collected through monitoring and measuring. The data is used to predict potential system outages and formulate a strategy of preventative maintenance.

primary restore

This type of restore is used when the server being restored is the only working server of a replicated dataset and is being rebuilt from backup.

PRINCE2

The standard U.K. government methodology for project management.

print and output management

(Noun) A MOF service management function in the operating quadrant. It is responsible for managing the costs and resources associated with business output. This output could include print documents, faxes, e-mails, Web pages, electronic transactions, and computer files.

(Verb) Being responsible for the production of printed material in an organization, whether it is a single sheet or large print job. Also, being responsible for the collation of output into electronic formats, such as Web pages, CDs, and automated e-mails. Its goal is to ensure that all printed and electronic material is produced in the most efficient and effective manner, using the most appropriate hardware and software.

print job

The source code that contains both the data to be printed and the commands for printing. Print jobs are classified into data types based on what modifications, if any, the spooler must make to the job for it to print correctly.

print server

A computer that is dedicated to managing the printers on a network. The print server can be any computer on the network.

print spooler

Computer software that accepts a document sent to a printer by the user and then stores it on disk or in memory until the printer is ready for it. This collection


of dynamic-link libraries (DLLs) receives, processes, schedules, and distributes documents for printing. The term spooler is an acronym created from �simultaneous print operations on line.�

Printer Control Language (PCL)

The page-description language (PDL) developed by Hewlett Packard® for their laser and inkjet printers. Because of the widespread use of laser printers, this command language has become a standard in many printers. Printer Control Language is also called PCL.

printer driver

A program designed to allow other programs to work with a particular printer without concern for the specifics of the printer�s hardware and internal language. By using printer drivers that handle the subtleties of each printer, programs can communicate properly with a variety of printers.

priority

The sequence in which an incident or problem needs to be resolved, based on impact and urgency.

private branch exchange (PBX)

A telephone system owned by a private individual or company rather than a telephone utility. In order to make a call from a PBX telephone to the public switched telephone network (PSTN), users usually have to dial a special prefix (such as the number 9). So, in order to dial the number (101) 555-1212, one would have to dial 91015551212.

private view

A view that is accessible only by the user who created it and is saved in the My Views folder.

proactive fault management

Responding to alarms generated when performance thresholds have been met. The thresholds are set by network operations and usually indicate a potential degradation in service that may eventually result in an outage.

problem

An unknown, underlying cause of one or more incidents.

Overview 75

problem management

(Noun) A MOF service management function in the supporting quadrant. Its primary objective is to effectively address the root cause of incidents in order to reduce their quantity and severity in the production IT environment. It employs the processes aimed at detecting and effecting structural improvements in the technical infrastructure and the settlement of problems arising from the use and management of information systems.

(Verb) Minimizing the adverse effect on the business of incidents and problems caused by errors in the infrastructure. Proactively preventing the occurrence of incidents, problems, and errors.

procedure

The description of a formalized method of working (when and in what order actions are to be carried out) for a specified process or part thereof). Procedures provide for coordination between departments.

process

A series of actions or operations designed to achieve an end.

process control

The practice of planning and regulating a process so as to enact it in an effective and efficient way.

processing

The daily operation of all systems in the IT environment.

processing rule

A rule that defines how Microsoft Operations Manager 2000 collects, processes, and responds to information. Types of processing rules include event, filtering, missing event, consolidation, alert, performance measuring, and performance threshold.

processing rule group

A set of processing rules grouped together with a single name. Grouping processing rules together allows organizations to associate more than one processing rule with a computer group.


processing rule match

Occurs when Microsoft Operations Manager 2000 receives information that matches a processing rule. When a processing rule match occurs, the product performs the actions and response defined in that rule.

process model

See MOF process model.

protocol

The standardized way in which communication takes place between two components.

Public Key Infrastructure (PKI)

The term generally used to describe the laws, policies, standards, and software that regulate or manipulate certificates and public and private keys. In practice, it is a system of digital certificates, certification authorities, and other registration authorities that verify and authenticate the validity of each party involved in an electronic transaction. Standards for PKI are still evolving, even though they are being widely implemented as a necessary element of electronic commerce.

Public Switched Telephone Network (PSTN)

A system of voice communication that connects telephones through a network of switches. Users do not own the network, but instead pay a fee to another company that provides the service. Known in the vernacular as �the phone company.�

public view

A view that is accessible by anyone, and is saved in the Public Views folder.

quadrant

The four distinct divisions of the MOF process model, culminating in a major or external review.

quality level

A measure of quality, expressed as a measurable quantity (the response time or availability percentage, for example).

quality

The totality of those properties and characteristics of a product or service that is important in enabling the fulfillment of established or self-evident needs.

Overview 77

quorum

Defines the minimum number or minimum majority percentage of people required to be present for a vote.

reactive fault management

The processes and procedures used to take action in the event of an unscheduled system outage.

recording

Preserving information in permanent form.

recovery

The process of carrying out actions to restore normal operation of service once an incident has been resolved.

Redundant Arrays of Independent Disks (RAID)

The use of two or more disk drives instead of one disk, which provides better disk performance, error recovery, and fault tolerance, and includes interleaved storage techniques and mirroring of important data. (Originally �Redundant Arrays of Inexpensive Disks.�)

relational database management systems (RDBMS)

RDBMSs are the predominant database software content data stores found in IT service solutions. A relational database management system is typically purchased as off-the-shelf, packaged software. Other software toolsets that assist IT in application and content development are usually available from the RDBMS vendor.

release

(noun) A collection of one or more changes that includes new and/or changed configuration items that are tested and then introduced into the production environment.

release approved review

The release approved review signifies the formal approval of a proposed change, or set of changes, to be developed and packaged into a defined release. This review is key to the operations environment because it begins the investment cycle for development and deployment of a given release.

release management

(Noun) A MOF service management function in the changing quadrant. It employs the processes of coordinating and managing the activities by which all releases to the production IT environment are planned, tested, and implemented.


(Verb) Ensuring that all aspects of a release, both technical and non-technical, are considered together.

release manager

The role that is responsible for managing the activities of the release management process for the IT organization. For releases with large and complex scopes, the release manager forms a team to manage the release activities. The release manager selects the team members and assigns team roles and responsibilities.

release mechanism

The method and process for rolling out a change. The release team should deploy each release using a mechanism that allows it to automate as much of the process as possible because this ensures repeatability and consistency.

release package

The processes, tools, technologies, and documents required to move a release into production. Also, all of the components of the changes that comprise the release.

release planning

The activity in the release management process that defines and prioritizes all requirements for the release. It creates a comprehensive set of release plans, including a test plan, rollout plan, and others. These plans are used by all team members as the release moves through the release management process.

release readiness review

The final management approval prior to rolling out a release into production. The release is evaluated for readiness including the production environment, rollout and rollback plans, and risk management plan.

release role

One of six role clusters in the MOF team model. It participates in system upgrades and ongoing revisions of software development projects. It frequently serves as the primary actor in releasing a new service offering into IT operations. The release role of the MOF team model is the point at which the logistics manager role of the MSF team model intersects with MOF. This is where the handoff between development/test and production operations occurs, which is a crucial juncture for the smooth transition of the system into production.

Overview 79

release rollout plan

A series of documents developed by the change owner that detail how a release will be rolled out to the IT production environment. These documents include the release schedule, training schedule, and rollout site locations.

release schedule

A timetable created by the release manager that plans the rollout, based on the priority and urgency of the release in relation to others. It details schedule activities and resources accordingly.

release scope

The release manager performs this step to provide the team with the answers to key questions that are used to plan the release. The resulting steps and any decisions made are captured and then recorded in the change log.

release strategy

The overarching design, plan, and approach for deployment of a change into production.

release unit

A component or set of components packaged together as a single release unit and released into the test and production environments.

reliability

The ability of a component or IT service to perform a required function without failing, under stated conditions for a stated period of time.

replicas

Online copies of the directory data. In the event of a server failure, peer replicas provide continued service and access to the data while the failed server is repaired. When the server is recovered, it can be returned to service as a replica server.

reporting

The collection, production, and distribution of an agreed level and quality of service information (for use in capacity, availability, and service level management, for example).

request

See service request.


request for change (RFC)

A description of a proposed change, what the change entails, and which configuration item(s) it involves. On the basis of the proposal, the impacts are assessed and, if approved, the change is scheduled for implementation.

request for information (RFI)

An instance in which knowledge is requested.

resilience

The capacity of an IT service to continue to provide a required function in the event that a portion of the underlying infrastructure suffers a failure.

resolution

The process of implementing resolution actions in accordance with change and release management processes.

resolution action

An action that will resolve an incident or problem. In the case of an incident, this may be a workaround.

resolution completion

The point at which manual/automatic action has been taken and all recording and incident management actions have been successfully completed.

resolver group

A specialist support team to which an incident may be assigned. This may be an internal team or an external vendor.

resolution history

A feature in Microsoft Operations Manager 2000 that automatically tracks changes to alert fields. Users can also enter their own information about an alert.

resolution state

The status of an alert relative to the cycle of its resolution. Default resolution states include New, Acknowledged, and Resolved, among others.

resource cost

The amount of machine resource that a given task consumes. This resource is usually expressed in seconds for the CPU or the number of I/Os for a disk or tape device.

Overview 81

resource management

A sub-process that focuses on the management of the individual resources of the IT infrastructure. From the workloads, it determines the present and future required resources. It is responsible for ensuring that all resources are acquired and implemented in a timely and cost-effective manner.

resource profile

The total resource costs that are consumed by an individual online transaction, batch job, or program. It is usually expressed in terms of CPU seconds, number of I/Os, and memory usage.

resource unit costs

Resource units may be calculated on a standard cost basis to identify the expected (standard) cost for using a particular resource. Because computer resources come in many shapes and forms, units have to be established by logical groupings. Examples are: a) CPU time or instructions b) disk I/Os c) print lines d) communication transactions.

resources

Resources are typically computer and related equipment, software, facilities, or organizational (people). The IT Services section needs to provide the customers with the required services.

response

An action that Microsoft Operations Manager 2000 initiates when a processing rule match occurs. Notifications, command or batch files, scripts, and SNMP traps are examples of possible responses. Responses that occur on the consolidator computer are called central responses. Responses that occur on the agent computer are called local responses.

response time

The time between the start (sending a request or command) and the end (obtaining the result) of an online transaction.

review

The reassessment and re-examination of the people, process, and tool elements of the service monitoring and control function. The reassessment is designed to ensure


that the processes continue to work as designed and that they still meet the business requirements.

RFC

See request for change.

risk

The possibility of suffering a loss; an event that may or may not happen. If an event is guaranteed, then it is not a risk�it is a known problem that can be planned for. The loss is relative. Failure to achieve the maximum possible gain is considered to be a loss. The opposite of a risk is an opportunity or the possibility of experiencing a gain.

risk management

A discipline and environment of embedded decisions and actions to assess continuously what can go wrong, determine what risks are important to deal with, and implement strategies to deal with those risks.

risk management process

The five-step process defined in the MOF risk model for managing risk. The five steps are: identify, analyze, plan, track, and control. Each risk goes through all five steps at least once and often numerous times. Each risk also has its own timeline; therefore, multiple risks might be in each step at any given time.

role

A set of responsibilities, activities, and authorizations. Depending upon the intensity of labor involved and the size of the organization, one person can perform multiple roles within an organization, or multiple persons can perform a single role.

role cluster

A concept defining six general categories of activities and processes. The processes within a role cluster all support the same quality goal. It is important to recognize that role clusters are groups of activities that share a common goal. They are not job descriptions, and they do not imply any kind of organizational chart.

rollback plan

Documented details outlining how to stop and/or back out a change that has been deployed or is in the process of being deployed and return to the previous state of the IT environment.

Overview 83

rollout

The physical deployment of the release into production.

rollout plan

A comprehensive plan built by release management that is used to identify the activities (and the resources) required to successfully deploy a release into the production environment. Also, detailed documentation that outlines how a change is physically deployed by the release team.

rollout preparation

The step in the release management process during which the rollout team is preparing the IT infrastructure for the release. It requires assembly of resources and pre-staging of hardware and software.

rollup

A series of patches joined consecutively.

router

Routers enable LANs and WANs to achieve interoperability and connectivity, and they can link LANs that have different network topologies (such as Ethernet and Token Ring). Routers match packet headers to a LAN segment and choose the best path for the packet. The forwarding decision is based on routing tables, which optimizes network performance.

rule

A method of grouping computers or identifying data to collect. Organizations can define two types of rules. Computer grouping is a rule that creates a collection of computers for similar event management. Processing is a rule that defines the events, alerts, and performance data to collect, what to do with the information once it is collected, and how to respond to the indicated condition.

rules

Rules are a predetermined task or set of tasks�either automatic or operator initiated�that are to be followed upon the occurrence of an event.


scalability

Scalability refers to the capacity of the application to perform increasing amounts of work while sustaining acceptable performance levels. For example, if one system/processor supports ten users, then two systems/processors should support twenty users, and so forth. Linear scalability assumes a straight line with a slope of one.

scaling out

Scaling out, sometimes referred to as scaling wide, refers to expanding a solution�s capacity by incrementally adding more servers�complete with processors, storage, and bandwidth�and sharing the user load across these servers. This is also referred to as horizontal scaling or horizontal growth.

scaling up

Scaling up, sometimes referred to as scaling high, refers to expanding a solution�s capacity by incrementally adding more devices to an existing server, typically by adding central processing units (CPUs), memory, disks, and network interface cards (NICs) to a server. This is also referred to as vertical scaling or vertical growth.

script

A simple program that can be added to a processing rule as a response or used as an extension to the event criteria definition.

security

Comprises security policies, as specified by security design and processes that address IT asset confidentiality (protection of data), integrity (accuracy of data), and availability (access to data).

security administration

A MOF service management function in the operating quadrant. It employs the process of developing, implementing, and managing security controls. Associated components include data confidentiality, data integrity, and data availability.

security incident

An occurrence that has or potentially could have consequences with regard to the confidentiality, integrity, or availability of the organization�s data and/or services.

Overview 85

security role

One of six role clusters in the MOF team model. It is responsible for corporate data, network, and operational security. A second area of responsibility is the development and implementation of a comprehensive plan for the retention, classification, and secure disposal of data. Additionally, the security role is responsible for having a sufficient plan to recover a corporate network�including all critical business applications�to at least a minimum operational configuration in a short amount of time.

self-managed team

A classification of a service desk team that typically manages itself. Also, a method of scheduling service desk personnel.

self service

The process by which IT customers are able to perform some part of the incident management process themselves, without using the service desk.

self tracking

The process by which IT customers can view (but not update) details of calls they have raised with the service desk.

server

A computer that provides some service for other computers connected to it via a network. The most common example is a file server, which has a local disk and services requests from remote clients to read and write files on that disk.

service

(1) A layer of the MOF IT infrastructure model. This is the function that IT is helping the business perform. It likely has a name that is easy for the business to understand, such as payroll. In order to perform this function, however, the business needs the support of the IT layers below. (2) A long-running application that executes in the background on Windows NT, Windows® 2000, and Windows .NET servers. Services typically perform working functions for other applications.

serviceability (external focus)

The contractual conditions with suppliers�outside of the internal IT staff�covering the availability of an IT


service and the conditions under which the contractual conditions are valid for a configuration item or system.

service achievement

The actual service levels delivered by the IT organization to a customer within a defined life span.

service catalog

A directory of all services that an IT organization offers. Or, a written statement of IT services, default levels, and options.

service continuity management

A MOF service management function in the optimizing quadrant. It focuses on the procedures and components necessary to minimize service disruption of mission-critical systems.

service delivery

A collection of IT service management disciplines and processes that are directed at optimizing operational processes (service support) and that are responsible for the final service provision. The service delivery disciplines are service level management, service continuity management, availability management, capacity management, and financial management.

service desk

A MOF service management function in the supporting quadrant. Also, the single point of contact within the IT organization for users of IT services.

service level

An agreed-upon quality and quantity of services to be supplied.

service level agreement (SLA)

An agreement between IT and the user community that defines the responsibilities of all participating parties and that binds IT management to provide a particular service of a specific agreed-upon quality and quantity. It constrains the demands users may place upon the service to those limits defined by the agreement.

service level management

(Noun) A MOF service management function in the optimizing quadrant. It employs the processes of planning, coordinating, drafting, agreeing to, monitoring, and reporting on service level agreements, along with the ongoing review of service achievements

Overview 87

to ensure that IT and business are aligned and that service quality is cost justifiable.

(Verb) Defining, agreeing to, documenting, and managing the levels of customer IT service that are required and cost justified.

service level objective

An agreed-upon, measurable service metric �target� between the IT organization and one or more of its customer communities. It is applied to the services provided to those communities and described in a service level agreement.

service level requirement

A document identifying the requirements of the customers for the provision of (one or more) IT service(s).

service management

A collection of people, processes, and technology through which conditions are created that ensure the continuity and quality of the agreed-upon services. Service management includes IT operations as a practice in delivering services, but maintains a broader scope by emphasizing, supporting, and continually improving IT services.

service management architecture

A structured system of management processes, personnel, the management organization, and the supporting information system, as well as their mutual interrelationships. A well-designed architecture enables an IT management organization to supply its customers with IT functionality in a controlled manner.

service management function (SMF)

One of twenty defined sets of related processes and procedures within the four quadrants of the MOF process model. SMFs represent foundational-level best practices and prescriptive guidance. Examples include change management, release management, and configuration management.

service manager

The entity that is ultimately responsible for day-to-day provision and monitoring of an individual service across all relevant sites. Also responsible for providing SLA compliance measures and for ensuring that the service


review is carried out. Normally there is one service manager per service.

service monitoring and control

(Noun) A MOF service management function in the operating quadrant. It allows operations to observe the health of an IT organization in real time. This process ensures that service levels are always in a state of compliance.

(Verb) Proactively monitoring the IT infrastructure in order to identify incidents or system events as soon as they occur. Providing early warning of potential incidents that may soon occur unless preventive measures are taken.

service monitoring and control requirements

The agreed-upon services�and the configuration items that underpin each service�that require monitoring. Also, the thresholds and values that are necessary to ensure early warning of incidents, system events, or potential incidents that may soon occur unless preventative measures are taken.

service provider

An internal or external provider of an IT service.

service request

Every incident that is not a failure in the IT Infrastructure.

services

The deliverables of the IT Services organization as perceived by the customers; the services do not consist merely of making computer resources available for customers to use.

service target

An achievable and measurable service level objective documented within a formal agreement.

significant change

A change category applicable to changes that are non-standard and impact a high percentage of users. Their change development and release processes are likely to require more careful planning, more time, and more resources than are required for standard and minor changes. These changes may involve downtime of the network or a service. Examples are new products, new users, or network changes.

Overview 89

significant incident

An incident that has impacted or potentially could impact agreed-upon service levels.

Simple Network Management Protocol (SNMP)

A network protocol used to manage TCP/IP networks. In Windows, the SNMP service is used to provide status information about a host on a TCP/IP network.

single point of failure

Any component of an IT service that would cause downtime in the event of it failing to function correctly. Availability management aims to cost effectively remove as many single points of failure as possible through the use of appropriate countermeasures.

SLA review

The interval-based review at the end of the supporting quadrant. The operations staff, lead by the support team, reviews the SLAs and the associated metrics during this review and determines which services have met the service level requirements. The staff then takes corrective action to address those areas that fail to meet the requirements.

software environment

Software used to support an application. Examples include operating systems, database management systems, development tools, compilers, and application software.

software release

All of the new, modified, or existing software configuration items that are made available for use at any given time.

solution

(1) The coordinated delivery of the elements needed (such as technologies, documentation, training, and support) to successfully respond to a business problem.

(2) An identified means of resolving an incident or problem that provides a resolution for the underlying cause.

specialist support team

See resolver group.


standard change

A change category that describes changes that are pre-approved and can bypass the authorization process to proceed directly to release. These changes can do this because they have an established deployment path and impact the smallest percentage of users of any of the change categories. Standard changes represent trusted and accepted solutions to a set of requirements.

standard cost

A pre-determined calculation of what a cost should be under specified working conditions. It is built from an assessment of the value of cost elements and correlates technical specifications and the quantification of materials, labor, and other costs to the prices and/or wages expected to apply during the period in which the standard cost is intended to be used. Its main purposes are to provide bases for control through variance accounting, to provide valuation of work in progress, and fix selling prices.

standard costing

A technique that uses standards for costs and revenues for the purposes of control through variance analysis.

standardization

The establishment of technical specifications for products, working methods, and similar components to achieve system uniformity. Use of the standard specifications can be made mandatory for subordinate organizations.

storage area network (SAN)

A high-speed network that connects multiple storage devices so that they can be accessed on all servers in a local area network (LAN) or wide area network (WAN).

storage event monitoring

Storage event monitoring is the proactive monitoring of storage device�s performance and capacity events to minimize the adverse effects of incidents before they impact the business.

storage management

(Noun) A MOF service management function in the operating quadrant. It provides management of onsite and offsite data storage for the purposes of data restoration and historical archiving.

Overview 91

(Verb) Defining, tracking, and maintaining data and data resources in the production IT environment. Defining the storage requirements, monitoring these requirements, and providing ongoing maintenance of the storage infrastructure.

storage media

Any media used for storing data, including hard disks, floppy disks, optical disks, and magnetic tape.

strategic management/level

Actions concerning the relationship of the organization to its environment and the basic outlines of the organization structure. Decisions on a strategic level influence the processes within the organization. Final responsibility lies with the directors, but functionaries at lower management levels have an important role as information providers. Strategic management gives direction to the business, economic, organizational, and technological aspects of management.

subenvironment

A logically autonomous part of a conceptual environment that belongs to a specific application or service.

sunk cost

Cost already incurred which cannot be recovered regardless of future events.

super user

In some organizations it is common to use �expert� users (commonly known as super, or expert, users) to deal with first-line support problems and queries. This is typically done in specific application areas or geographical locations where there is not the requirement for full-time support staff. This valuable resource needs, however, to be carefully coordinated and used.

support chain

The support team hierarchy from initial support through to development teams or external vendors, who between themselves perform the support processes.

support role

One of six role clusters in the MOF team model. The support role includes service desk and production support functions. The goal of the service desk is to


provide timely, efficient, and accurate customer support in the resolution of incidents.

supporting quadrant

The third quadrant in the MOF process cycle. It supports IT operations in day-to-day operations. The supporting quadrant incorporates the concepts of integrated resolution processes. These processes include a service desk, incident management, problem management, and service recovery processes. Tasks performed in the supporting quadrant are concurrent with tasks performed in the operating quadrant.

surcharging

Surcharging involves charging business users a premium rate for using resources at peak times.

switch

A network device that forwards each incoming packet only to the port that provides access to the destination system. See also hub.

symptoms

The description of the effects of an incident or problem.

system

An integrated composite that consists of one or more of the processes, hardware, software, facilities, and people that provides a capability to satisfy a stated need or objective.

system administration

A MOF service management function in the operating quadrant. It focuses on the day-to-day tasks associated with maintaining enterprise systems.

sysvol

The sysvol is a replicated dataset that is stored on every domain controller. It contains the scripts and policies that are used within the domain.

task scheduler

A system or application that automatically invokes scripts or programs at specified times.

team model

An organizational work model that emphasizes the use of small, cohesive teams of role specialists who communicate on an equal basis in the accomplishment of their individual and group tasks.

Overview 93

testing coordinator

The role that is responsible for developing test scripts, managing the release user acceptance testing process, evaluating the testing results, beginning the process of problem correction, and determining how to handle failures. At the completion of testing, the coordinator develops a test analysis report that management uses to decide whether to continue the release process and begin the pilot phase.

test plan

A document that provides the detailed blueprint for the types and level of testing to be performed on a change being developed.

test scripts

Documented step-by-step procedures or automated processes that dictate the testing process to be performed for a release.

third-party supplier

An enterprise or group, external to the customer's enterprise, that provides services and/or products to that customer's enterprise.

third-party contracts

Contracts placed with external providers for the provision of all or part of the infrastructure delivering all or part of a service being monitored.

threshold/criteria

As used in the system and network management industry, a threshold is a configurable value above which something is true and below which it is not. Thresholds are used to denote predetermined levels, and when thresholds are exceeded, actions may occur.

threshold rule

A processing rule for creating an alert when a Windows NT performance counter value crosses a defined threshold. See also performance threshold.

ticket

A set of identification data for a security principle, issued by a domain controller for purposes of user authentication. Two forms of tickets in Windows are ticket-granting tickets (TGTs) and service tickets.


total cost of ownership

A calculation that includes depreciation, maintenance, staff costs, accommodation, and planned renewal.

track

To maintain formal documentation of a plan, which is always kept current.

training plan

A document that describes how the organization will meet the training needs for a release. It incorporates a gap analysis that drives the type of training to be conducted and is balanced with its impact on productivity and day-to-day operations.

Transmission Control Protocol/Internet Protocol (TCP/IP)

A set of networking protocols used on the Internet that provides communications across interconnected networks made up of computers with diverse hardware architectures and various operating systems. TCP/IP includes standards for how computers communicate and conventions for connecting networks and routing traffic.

triad

A method of scheduling service desk personnel.

unanimous

Every member must vote yes for change to be approved.

underpinning contract

A contract between IT and one or more external vendors that defines the responsibilities of all participating parties. The contract binds these parties to providing a particular service (or service component, such as hardware, software, and so on) of a specific, agreed-upon quality and quantity. It also constrains the demands IT and/or its users may place upon the service (or service component) to those agreed-upon limits defined by the contract.

unit costs

Costs distributed over individual component usage. For example, it can be assumed that, if a box of paper with 1,000 sheets costs $10, then each sheet costs 1¢. Similarly, if a CPU costs $1 million per year and it is used to process 1,000 jobs that year, each job costs on average $1,000.

Overview 95

upgrade

An adjustment to the version or release in which the version number changes.

uptime

The time between incidents or failures when customer expectations are met as specified by the OLA or the SLA.

urgency

A measure of the business criticality of an incident or problem based on the impact and on the business needs of the customer.

user

The person who uses the services on a day-to-day basis.

utility cost center (UCC)

A cost center for the provision of support services to other cost centers.

variance analysis

Variance analysis is an analysis of the factors that have caused the difference between predetermined standards and the actual results. A variance is the difference between planned, budgeted, or standard cost and actual cost (or revenues). Variances can be developed specifically in reference to the operations carried out in addition to those previously mentioned.

version

The status of a configuration item, consisting of one or more changes at the specification level.

vetoes

One member may have the ability to say no, which results in rejection of a change request. For example, the security member may have veto on any change with a potential impact on either the domain name system or a firewall.

view

A window in the Microsoft Operations Manager 2000 Monitor snap-in that displays specified data from the database.

virtual private network (VPN)

The extension of a private network that encompasses encapsulated, encrypted, and authenticated links across shared or public networks. VPN connections can


provide remote access and routed connections to private networks over the Internet.

Web console

An interface that allows users to access database information from any Windows platform that can run Microsoft Internet Explorer.

wide area network (WAN)

A circuit that connects one or more LANs that are geographically distant. An example of a WAN connection would be a company with two offices in distant cities�each with its own LAN�and connected by a leased telephone line.

Windows Management Instrumentation (WMI)

Microsoft Windows Management Instrumentation (WMI) provides management information using a single consistent, standards-based, extensible and object-orientated interface. WMI is the Microsoft implementation of Web-based enterprise management (WBEM), an industry initiative to develop a standard technology for accessing management information in an enterprise environment. The purpose of this initiative is to help companies lower their total cost of ownership by enabling powerful enterprise-class management of systems, applications, and devices. Hundreds of companies now support the ongoing standards that resulted from the initial WBEM consortium began by Microsoft, Compaq®, Intel, Cisco®, and BMC®.

workaround

A method of avoiding an incident or problem, either by implementing a temporary fix or by ensuring that the customer is not reliant on a particular aspect of a service that is known to have a problem.

workforce management

A MOF service management function in the optimizing quadrant. It recommends best practices to recruit, retain, maintain, and motivate the IT workforce.

Overview 97

Appendix B: Acronyms ACD Automatic Call Distributor

ACL access control list

ADF Automated Document Factory

AMDB availability management database

AMM availability metrics model

API application programming interface

ASCII American Standard Code for Information Interchange

AST agreed service time

ATM automated teller machine

BCM business continuity management

BIA business impact analysis

BRM business relationship management

BSI British Standards Institute

CA certification authority

CAB change advisory board

CAB/EC change advisory board emergency committee

CASE computer-aided software engineering

CBF critical business function

CCTA Central Computer and Telecommunications Agency

CDB capacity database

CERT Computer Emergency Response Team

CFIA component failure impact analysis

CI configuration item

CIA confidentiality, integrity, and availability

CIM Common Information Model

CLI caller line identification

CMDB configuration management database

COP Code of Practice

COPC customer operation performance center


CPS certificate practice statements

CPU central processing unit

CRAMM CCTA Risk Analysis Management Method

CSBC Computer Services Business Code

CSS customer satisfaction survey

CTI Computer-Telephony Integration

DCAM database access server (DAS), consolidator (C), and agent manager (AM) components within MOM

DHS definitive hardware store

DMTF Desktop Management Task Force

DSL definitive software library

DT downtime

E2E end-to-end

EDI electronic data interchange

EFQM European Foundation for Quality Management

EUAE end-user availability

EUDT end-user downtime

EUPT end-user processing time

FAQ frequently asked questions

FSC forward schedule of changes

FTA fault tree analysis

GOT Global Operations & Technology�formerly Microsoft Information Technology Group (ITG)

GUI graphical user interface

HR human resources

HTML Hypertext Markup Language

ICAM Integrated Computer-Aided Manufacturing

ICT Information and Communication Technology

IDEF ICAM definition

IIS Internet Information Services

IPSec Internet Protocol Security

Overview 99

IR incident report

ISO International Organization for Standardization

ISP Internet service provider

IT Information Technology

ITAMM IT availability metrics model

ITEC Information Technology executive committee

ITIL Information Technology Infrastructure Library

ITSC IT service continuity

ITSCM IT service continuity management

ITSMF IT service management forum

IVR Interactive Voice Response

KDC Key Distribution Center

KER known error record

KPI key performance indicator

KSF key success factors

LAN local area network

LDAP Lightweight Directory Access Protocol

LOB line of business

MBNQA Malcolm Baldridge National Quality Award

MCS Microsoft Consulting Services

MIB Management Information Base

MIM major incident management

MMC Microsoft Management Console

MOF Microsoft Operations Framework

MOM Microsoft Operations Manager

MSF Microsoft Solutions Framework

MTBF mean time between failures

MTBSI mean time between system incidents

MTTR mean time to repair

NOS network operating system

OCR optical character recognition


OGC Office of Government Commerce

OLA operating level agreement

OLR operating level requirement

OLTP online transaction processing

PBX private branch exchange

PC personal computer

PCL Printer Control Language

PDA Personal Digital Assistant

PDF Portable Document Format

PDL page description language

PIN personal identification number

PING Packet Internet Groper

PIR post-implementation review

PKI Public Key Infrastructure

PPP Point-to-Point Protocol

PR problem record

PRINCE Projects in Controlled Environments

PSA projected service availability

PSTN Public Switched Telephone Network

QA quality assurance

RAG red-amber-green

RAID redundant array of independent disks

RBAC role-based access control

RFC request for change

RFI request for information

ROCE return on capital employed

ROI return on investment

RWO real-world object

SAN storage area network

SIP Service Improvement Program

SLA service level agreement

SLAM service level agreement monitoring

SLR service level requirement

Overview 101

SMF service management function

SMO service maintenance objective

SMTP Simple Mail Transport Protocol

SNMP Simple Network Management Protocol

SOA system outage analysis

SOO service outage objective

SPOF single point of failure

SQL Structured Query Language

TCO total cost of ownership

TCP/IP Transmission Control Protocol/Internet Protocol

TGT ticket-granting ticket

TOP technical observation post

TOR terms of reference

TP transaction processing

TQM Total Quality Management

UC underpinning contract

UPS uninterruptible power supply

VB Visual Basic

VBF vital business function

VoIP Voice over Internet Protocol

VPN virtual private network

VSI virtual storage interrupt

WAN wide area network

WFD work flow diagram

WIP work in progress

WMI Windows Management Instrumentation


Appendix C: Suggested Training and Reading

Courses

The following training resources represent a minimum level of prerequisite knowledge necessary to perform the tasks described in the SMF guides.

Microsoft Operations Framework Essentials

ITIL Service Management Essentials

ITIL Service Management � Service Support course

ITIL Service Management � Service Delivery course

Books

The following books serve as a bibliography for this introduction to the SMFs or as recommended reading to further understand the concepts contained in them.

Planning to Implement Service Management ISBN 0 11 330877 9

Service Support (ITIL) ISBN 0 11 330015 8

Service Delivery (ITIL) ISBN 0 11 330017 4

ITIL Security Management ISBN 011330014X

Web Sites

For more information on Microsoft Frameworks and its offerings, see:

http://www.microsoft.com/msf

http://www.microsoft.com/mof

For more information on ITIL, see http://www.itil.co.uk/

For more information on the Help Desk Institute, see http://www.helpdeskinst.com/

For more information on the Customer Operations Performance Center, see http://www.copc.com