Microsoft Frameworks Courseware

MOF Essentials

Delivery Guide

Microsoft ®
Operations
Framework
0901 X08-40287 No. 1737A
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 COURSE REACTION SHEET
We value your opinion and are interested in your views on all aspects of the course. Thank you for taking the time to complete
the questionnaire.
1. COURSE DETAILS:
Course: __________________________________ Location: ___________________________

Trainer: __________________________________ Dates: ______________________________

2. REGISTRATION DETAILS:
Name: ___________________________________ E-mail: _____________________________

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Mailing Address: ________________________________________________________________

3. PLEASE RATE YOUR OPINION WITH THE FOLLOWING CATEGORIES, WHERE 1 IS LOW AND 5
IS HIGH
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The course objectives were met ........................ 1 2 3 4 5
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The course content had the appropriate level of
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The instructor’s knowledge of the subject met
my expectations……………………………….. 1 2 3 4 5
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facilitation skills met my expectations …........... 1 2 3 4 5
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4. PLEASE USE THIS SPACE TO EXPLAIN YOUR ANSWERS ABOVE (Use the back of this form if
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6. IF ONE COURSE TOPIC AREA COULD BE EXPLORED IN GREATER DETAIL, WHICH WOULD
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This is a blank page
Classroom Setup Guide

Classroom Requirements
This course requires a classroom with a minimum of one computer for the
instructor and a projection system with sound. Before class begins, install and
configure the computer using the information and instructions that follow.

Instructor Computer
The instructor computer requires the following hardware and software
configuration.

Hardware
The following hardware is required for the instructor computer:
T Pentium II 400
T 256 megabytes (MB) of RAM
T 1-gigabyte (GB) hard disk
T Non-ISA network adapter (10/100 megabits per second (Mbps) required)
T Super VGA (SVGA) monitor
T Microsoft® Mouse or compatible pointing device

Software
The following software is required for the instructor computer:
T Microsoft® Windows® 98 or later, or Microsoft® Windows 2000 or later
T Microsoft® PowerPoint® 2000, or viewer
T Microsoft® Internet Explorer 5.5 or later
T Microsoft Operations Framework Essentials instructor CD-ROM
T Optional: Windows Media Player
2 Microsoft Operations Frameworks Essentials

Classroom Configuration
Because of the small group and simulation activities, the classroom should be
set up with round tables, each with enough room for at least five students.
Ideally, the classroom should be set up as shown in the following figure.

Flipchart

Instructor

If you set up the classroom as shown in the preceding figure, it will be easy to
make the changes necessary to set up for the simulation. The classroom set up
for the simulation is shown in the figure below.
 Classroom Setup Guide 3

Flipchart 1
Flipchart 2

Instructor

Classroom Materials
Have the following supplies on hand before delivering the course:
T Two easels and flip charts, and two sets of colored markers.
T Loose leaf paper for use during the simulation
T Dry-erase pens for use during the simulation
T Large sticky notes and pens (a set for each table of students)
T Whiteboard and whiteboard markers (optional).
T Microsoft Operations Framework Essentials student workbook (one copy
for each student).
4 Microsoft Operations Frameworks Essentials

Computer Setup Instructions

This course requires an instructor computer that will be used to present the
slides. Use the following directions for setting up the instructor computer.
T Install PowerPoint 2000, or viewer.
T As you teach each module, display the appropriate PowerPoint slides:
N Using Windows Explorer, click on the CD-ROM drive.
N Click on the \PPTSlides folder. The slides are in consecutive order for
each module.
N Click on S00_welcome.ppt (for the first module, Welcome).
N On the File menu, click Show to display the first PowerPoint slide.
N Use the RIGHT ARROW key to advance to the next slide and the LEFT
ARROW key to return to the previous slide. Or, you can click the right
mouse button (right-click) to advance to the next slide and click the left
mouse button (left-click) to return to the previous slide.
N When the last slide in each module is on the screen, press the RIGHT
ARROW key to close the file.
N Repeat these steps for each consecutive module in the course.
 Classroom Setup Guide 5

Other Materials
About the Delivery Guide
The “Delivery Guide” for this course contains more detail about how to deliver
this course than did previous Frameworks courses.
As you page through the “Delivery Guide,” you will notice the following style,
which indicates that you should advance to the next slide.

Name of Slide
In the slides themselves, you will notice a bent arrow symbol in the bottom
right corner on certain slides, as shown below.

This symbol indicates that the slide is an introductory, or setup, slide.

Therefore, you should introduce the slide topics at a high level only, and then
add detail during the subsequent slides.
The “Instructor Notes” for each module contain the following information
about each slide:
T Purpose—A one-sentence purpose statement that describes the purpose for
the slide.
T Delivery—Suggested talking points for the slide.

In addition, two optional sections may appear under each slide:

T Optional—Discussion questions (and canned responses) or group activities
you may use at your discretion.
T Background—Information that might be valuable to you as you prepare
your delivery notes for the slide.

Note Some slides with builds include a final stage in which the slide returns to
its original appearance so it will print correctly in the “Student Guide.” This
requires you to advance the PowerPoint slideshow an extra time before the
slideshow advances to the next slide.
6 Microsoft Operations Frameworks Essentials

Microsoft Operations Framework Essentials Instructor

CD-ROM
The following components are contained in the Instructor CD-ROM.

PowerPoint Course Slides

The PowerPoint slides for the Microsoft Operations Framework Essentials
course are listed in numeric order in the \PPTSlides folder.

Other Instructor CD-ROM files

T SetupGD.doc. This is the classroom setup guide.
T eval.doc. This is the course evaluation.

PowerPoint Viewer
PowerPoint Viewer is a special application that is shipped with Microsoft
PowerPoint and is designed to give electronic slide shows. You can use the
Viewer yourself or give it to others who are going to be running your slide
shows but don’t have PowerPoint. You can freely copy the PowerPoint Viewer
program onto any compatible system to allow you to run PowerPoint slide
shows.

To use the PowerPoint Viewer

1. Insert the Microsoft Operations Framework Essentials Instructor CD-ROM
into the CD-ROM drive.
2. Start Windows Explorer, and expand the drive:\PptView folder (where drive
is the letter assigned to your CD-ROM drive).
3. Double-click the PptView.exe file.
4. After PowerPoint Viewer starts, in the Drives box, click the drive assigned
to your CD-ROM drive.
5. In the Directories box, click PowerPnt.
6. In the Filename box, click the appropriate PowerPoint file, and then click
Show.

McKinley Airport Simulation

Activity Strategy
This course includes an activity that is a simulation based on an airport
scenario. It is designed to enable students to experience the application of the
MOF process, team, and risk models in a simulated operations environment,
and thereby better understand the principal concepts of the models.
 Classroom Setup Guide 7

Preparation Guidelines
Complete the following steps to prepare to successfully deliver course 1737A,
Microsoft Operations Framework Essentials. Microsoft recommends that you
allocate a minimum of sixteen hours of preparation, in addition to the time
spent attending the course as a student.
Although it is optional, Microsoft highly recommends that you attend this
course before you deliver it.

Course Preparation Checklist

Check off each completed step:
_________ Read the “Delivery Guide” for the course.
_________ Read the “Student Guide” for the course.
_________ Read the “Instructor Notes” that precede each module. The
“Instructor Notes” contain preparation suggestions for the
respective module, as well as delivery suggestions for each slide.
_________ Read the following white papers: MOF Process Model, MOF
Team Model, MOF Risk Model, and MOF Executive Overview.
_________ Practice presenting each module, paying attention to introductory
slides and timing.
_________ Anticipate the questions that students may have.
_________ Practice setting up the classroom by following the instructions in
the Classroom Setup Guide.
_________ Identify the key points for each topic.
_________ Identify examples, analogies, demonstrations, and additional
delivery tips that will help to clarify module topics.
_________ Read the McKinley Simulation Guide, and follow preparation and
setup instructions contained therein.
_________ In addition to the McKinley Simulation Guide, you will need the
following files either printed or copied to your hard drive:
Filename Action required
_________ McKinley_sw.exe Copy this file to your hard drive
for use during the simulation
_________ McKinley_slidedeck.ppt Copy this file to your hard drive
for use while introducing the
students to the simulation.
_________ McKinley_kb.pdf Print one copy per simulation.
_________ McKinley_invoice.pdf Print five copies per simulation.
_________ McKinley_risk_assessment.pdf Print five copies per simulation.
_________ Mckinley_TeamRoleEvaluator. Print five copies per simulation.
pdf
_________ Mckinley_Simulation Print a maximum of 13 copies of
Roles_intro.doc the first page, dependent on
number of participants
_________ Mckinley_facilitator_am.pdf Print one copy.
This is a blank page
 

Microsoft Frameworks Courseware

MOF Essentials

Microsoft ®
Operations
Framework
0901 X08-40287 No. 1737A
This is a blank page
 Contents iii

Contents
About This Course
Course Overview ......................................................................................................i
Acknowledgments ..................................................................................................iv
Module 0: Welcome
Instructor Notes...................................................................................................... iii
Customization Information............................................................................... iii
Course Materials and Preparation..................................................................... iii
Module Strategy ................................................................................................iv
Introduction..............................................................................................................3
Course Materials ......................................................................................................4
Prerequisites.............................................................................................................5
Course Outline .........................................................................................................6
Facilities...................................................................................................................7
McKinley Airport Simulation: Activity 1................................................................8
Module 1: Introduction to MOF
Instructor Notes...................................................................................................... iii
Materials and Preparation ................................................................................. iii
Module Strategy ................................................................................................iv
Course Overview .....................................................................................................3
Module Overview ....................................................................................................4
Lesson 1: Challenges Facing IT and IT Operations....................................... 5
Lesson 1 Objectives .................................................................................................6
The World of Business Is Changing ........................................................................7
IT: Part of the Problem, Part of the Solution ...........................................................9
What the Business Needs from IT – Great Service ...............................................10
IT Must Build on Two Historical Foundations......................................................11
IT Operations Delivers the Service........................................................................12
“Getting Operations Wrong” Bites ........................................................................13
More Direct Business/IT Strategy Interrelationship ..............................................14
Heightened Expectations .......................................................................................15
Increased Complexity and Need for Integration ....................................................16
Less Time Available ..............................................................................................17
IT Operations Must Respond .................................................................................18
Lesson 1 Review....................................................................................................19
iv Contents

Lesson 2: Overview of MOF.......................................................................... 21

Lesson 2 Objectives ...............................................................................................22
Microsoft Operations Framework Delivers Guidance ...........................................23
MOF Vision ...........................................................................................................24
MOF Goals ............................................................................................................25
Design Principles Followed by MOF ....................................................................26
Why Microsoft Based MOF on ITIL .....................................................................27
Sources of Operations Expertise ............................................................................28
MOF’s Three Models.............................................................................................29
MOF’s Deliverables...............................................................................................30
Lesson 2 Review....................................................................................................31
Module Summary ..................................................................................................32
Module 2: Building on ITIL
Instructor Notes...................................................................................................... iii
Materials and Preparation ................................................................................. iii
Module Strategy ................................................................................................iv
Course Overview .....................................................................................................3
Module Overview ....................................................................................................4
Lesson 1: Overview of ITIL.............................................................................. 5
Lesson 1 Objectives .................................................................................................6
What Is ITIL?...........................................................................................................7
What Is the ITIL Philosophy?..................................................................................9
ITIL Distinction Between Service Support and Service Delivery .........................11
Optional Discussion: Service Management in Real Life .......................................12
ITIL's Benefits for IT Customers...........................................................................13
ITIL’s Benefits for IT Organizations.....................................................................14
ITIL Certification Roadmap ..................................................................................15
Lesson 1 Review....................................................................................................16
Lesson 2: How MOF Builds on ITIL .............................................................. 17
Lesson 2 Objectives ...............................................................................................18
ITIL as the Foundation for MOF ...........................................................................19
MOF’s Adaptation of ITIL ....................................................................................20
A Prescriptive Process Model................................................................................21
A Prescriptive Process Model, cont’d....................................................................22
Team and Risk Models ..........................................................................................23
Broadly Applicable Operations Guidance .............................................................24
Lesson 2 Review....................................................................................................25
Module Summary ..................................................................................................26
 Contents v

Module 3: MOF Process Model

Instructor Notes...................................................................................................... iii
Materials and Preparation ................................................................................. iii
Module Strategy ................................................................................................iv
McKinley Airport Simulation: Activity 2................................................................3
Course Overview .....................................................................................................4
Module Overview ....................................................................................................5
Lesson 1: Introduction to the MOF Process Model....................................... 7
Lesson 1 Objectives .................................................................................................8
Why Have a Process Model? ...................................................................................9
Basic Model Concepts ...........................................................................................10
Release Life Cycle .................................................................................................11
MOF Process Model Quadrants.............................................................................12
MOF Operations Management Reviews (OMRs) .................................................14
Service Management Functions (SMFs)................................................................15
SMFs, Processes, Procedures, and Tasks...............................................................16
MOF SMFs and ITIL Overlay ...............................................................................17
Lesson 1 Review....................................................................................................18
Lesson 2: Changing Quadrant ...................................................................... 19
Lesson 2 Objectives ...............................................................................................20
Changing Quadrant ................................................................................................21
Changing Quadrant – Mission of Service ..............................................................22
Change Management SMF ....................................................................................23
Configuration Management SMF ..........................................................................24
Release Management SMF ....................................................................................26
Interrelationships Among Changing Quadrant SMFs............................................27
Release Readiness Review.....................................................................................28
Release Readiness Review: Inputs and Deliverables.............................................29
Lesson 2 Review....................................................................................................30
Lesson 3: Operating Quadrant...................................................................... 31
Lesson 3 Objectives ...............................................................................................32
Operating Quadrant................................................................................................33
Operating Quadrant – Mission of Service..............................................................34
System Administration SMF..................................................................................35
Security Administration SMF ................................................................................36
Service Monitoring and Control SMF ...................................................................37
Job Scheduling SMF..............................................................................................38
Network Administration SMF ...............................................................................39
Directory Services Administration SMF................................................................40
Print and Output Management SMF ......................................................................41
Storage Management SMF ....................................................................................42
Interrelationships Among Operating Quadrant SMFs ...........................................43
Operations Review.................................................................................................44
Operations Review: Inputs and Deliverables.........................................................45
Lesson 3 Review....................................................................................................46
vi Contents

Lesson 4: Supporting Quadrant ................................................................... 47

Lesson 4 Objectives ...............................................................................................48
Supporting Quadrant..............................................................................................49
Supporting Quadrant – Mission of Service............................................................50
Service Desk SMF .................................................................................................51
Incident Management SMF....................................................................................52
Problem Management SMF ...................................................................................53
Interrelationships Among Supporting Quadrant SMFs..........................................54
SLA Review...........................................................................................................55
SLA Review: Inputs and Deliverables...................................................................56
Lesson 4 Review....................................................................................................57
Lesson 5: Optimizing Quadrant.................................................................... 59
Lesson 5 Objectives ...............................................................................................60
Optimizing Quadrant .............................................................................................61
Optimizing Quadrant – Mission of Service ...........................................................62
Service Level Management SMF...........................................................................63
Financial Management SMF..................................................................................65
Service Continuity Management SMF...................................................................66
Availability Management SMF..............................................................................67
Capacity Management SMF ..................................................................................68
Workforce Management SMF ...............................................................................69
Interrelationships Among Optimizing Quadrant SMFs .........................................70
Release Approved Review.....................................................................................71
Release Approved Review: Inputs and Deliverables .............................................72
Lesson 5 Review....................................................................................................73
Module Summary ..................................................................................................74
Module 4: MOF Team Model
Instructor Notes...................................................................................................... iii
Materials and Preparation ................................................................................. iii
Module Strategy ................................................................................................iv
McKinley Airport Simulation: Activity 3................................................................3
Course Overview .....................................................................................................4
Module Overview ....................................................................................................5
Lesson 1: Introduction to Team Models ........................................................ 7
Lesson 1 Objectives .................................................................................................8
Types of Team Models ............................................................................................9
Organizational Teams ............................................................................................10
Project Teams ........................................................................................................11
Virtual Teams ........................................................................................................12
Optional Activity: Your Current Team Environment ............................................13
Lesson 1 Review....................................................................................................14
 Contents vii

Lesson 2: MOF Team Model .......................................................................... 15

Lesson 2 Objectives ...............................................................................................16
Introduction to the MOF Team Model...................................................................17
Why the MOF Team Model?.................................................................................18
What the MOF Team Model Describes .................................................................19
Team Model Benefits.............................................................................................20
MOF Guiding Principles for Great Operations Teams ..........................................21
Lesson 2 Review....................................................................................................22
Lesson 3: MOF Team Role Clusters ............................................................. 23
Lesson 3 Objectives ...............................................................................................24
Defining Role Clusters...........................................................................................25
Quality Goals and Team Role Cluster Alignment .................................................26
Release Role Cluster and SMFs.............................................................................27
Infrastructure Role Cluster and SMFs ...................................................................28
Support Role Cluster and SMFs ............................................................................29
Operations Role Cluster and SMFs........................................................................30
Partner Role Cluster and SMFs..............................................................................31
Security Role Cluster and SMFs............................................................................32
Mapping Role Cluster Responsibilities to an Organizational Structure ................33
The Importance of Communication .......................................................................34
Lesson 3 Review....................................................................................................35
Module Summary ..................................................................................................36
McKinley Airport Simulation: Activity 4..............................................................37
Module 5: MOF Risk Model
Instructor Notes...................................................................................................... iii
Materials and Preparation ................................................................................. iii
Module Strategy ................................................................................................iv
Course Overview .....................................................................................................3
Module Overview ....................................................................................................4
Lesson 1: Why MOF Embeds Risk Management........................................... 5
Lesson 1 Objectives .................................................................................................6
Key Definitions........................................................................................................7
Operations Needs Risk Management More Today ..................................................8
Sources of Risk in IT Operations.............................................................................9
How Operations Can Fail the Business – Modes of Failure ..................................10
Optional Activity: How Operations Can Fail the Business ...................................11
Traditional Methods No Longer Sufficient............................................................12
MOF Focuses on Five Risk Management Principles.............................................13
Why MOF Embeds Risk Management in All SMFs, Role Clusters, and Reviews14
How MOF Embeds Risk Management in All SMFs, Role Clusters, and Reviews15
Lesson 1 Review....................................................................................................16
viii Contents

Lesson 2: MOF Risk Management Process ................................................. 17

Lesson 2 Objectives ...............................................................................................18
Origin of the MOF Risk Model .............................................................................19
The 5-Step Risk Management Process ..................................................................20
Risk Lists ...............................................................................................................21
Step 1: Risk Identification .....................................................................................22
Developing a Risk Statement.................................................................................23
Step 2: Risk Analysis.............................................................................................24
Determining Risk Probability, Impact, and Exposure ...........................................25
Step 3: Risk Action Planning.................................................................................26
Determining Mitigations, Triggers, and Contingencies.........................................27
Step 4: Risk Tracking ............................................................................................28
Monitoring Changes ..............................................................................................29
Step 5: Risk Control...............................................................................................30
Controlling by Acting on the Changes...................................................................31
Lesson 2 Review....................................................................................................32
Module Summary ..................................................................................................33
McKinley Airport Simulation: Activity 5..............................................................34
Module 6: Course Summary
Instructor Notes...................................................................................................... iii
Course Materials and Preparation..................................................................... iii
Module Strategy ................................................................................................iv
Module Objectives...................................................................................................3
MOF and Its Beginnings..........................................................................................4
ITIL and MOF .........................................................................................................5
MOF Process Model ................................................................................................6
MOF Team Model ...................................................................................................7
MOF Risk Model.....................................................................................................8
Next Steps................................................................................................................9
 Contents ix

Appendices
Appendix A: ITIL Service Support and Service Delivery Processes.................. A-1
Appendix B: MOF Team Role Cluster Mapping to Process Model ....................B-1
Appendix C: Key to Slide: “Mapping an Organizational Structure to Role Cluster
Responsibilities” ..................................................................................................C-1
Appendix D: Risk Document Sample and Template .......................................... D-1
Appendix E: Additional Resources......................................................................E-1
Glossary
McKinley Guide
Purpose ...............................................................................................................3
Materials and Preparation ...................................................................................3
About This Guide ...............................................................................................4
Introduction ........................................................................................................4
Introduction to the McKinley Airport Simulation ...................................................6
McKinley Airport Scenario and Dynamics..............................................................8
McKinley Airport Simulation Objectives..............................................................10
Simulation Walk-around...................................................................................11
Step 1 – Air Traffic Controllers (ATC) ............................................................13
Step 2 – Customer Service Desk ......................................................................14
Step 3 – Technical Specialists ..........................................................................15
Step 4 – Airport Operations Director................................................................17
Step 5 - Service Delivery Manager...................................................................17
Step 6 – Technology Vendor ............................................................................18
Step 7 – Industry Analyst (Optional)................................................................18
Participants .......................................................................................................19
Role Changes....................................................................................................20
Controlling the Simulation ...............................................................................21
Activity 1 ..........................................................................................................23
Activity 2 ..........................................................................................................25
Activity 3 ..........................................................................................................27
Activity 4 ..........................................................................................................29
Activity 5 ..........................................................................................................32
Summary...........................................................................................................34
Final Review Input ...........................................................................................34
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About This Course

Course Overview
This section offers a brief description of the course, audience, suggested
prerequisites, course objectives, delivery structure, and activity strategy. We
recommend that you read this section in conjunction with the corresponding
portions of the instructor delivery guide.

Description
Microsoft Operations Framework Essentials is a two-day course intended to
introduce students to the Microsoft Operations Framework (MOF). MOF is a
collection of best practices, principles, and models. It offers comprehensive
technical guidance for achieving mission-critical production system reliability,
availability, supportability, and manageability for solutions and services built
on Microsoft products and technologies.
The course is designed to expose students to the key elements of the Microsoft
Operations Framework, including the MOF process, team, and risk models. The
course also heightens awareness of the business and technological forces that
created the need for MOF and describes how MOF builds upon the Information
Technology Infrastructure Library (ITIL).

Audience
The primary audience for this course is IT operations professionals responsible
for the planning and implementation of operations processes being applied to
Microsoft technology.

Prerequisites
While there are no specific prerequisites for this course, students are highly
encouraged to pursue an understanding of ITIL, and ideally possess the ITIL
Foundation certificate before registering for this course.
ii Microsoft Operations Framework Essentials

Course Objectives
After completing this course, students should be able to:
T Describe the major challenges now facing IT operations.
T Describe the MOF approach to service management.
T Explain what ITIL is.
T Describe how MOF builds on ITIL.
T Describe the basics of the MOF process model.
T Describe each of the four quadrants in the MOF process model and identify
the service management functions and operations management review
associated with each quadrant.
T Describe the differences between organizational, project, and virtual team
models.
T Explain the MOF team model.
T Identify the MOF team model role clusters and describe the quality goals,
activities, and competencies of each one.
T Describe how the MOF team model is integrated with the MOF process
model.
T Explain why the importance of risk management is increasing.
T Describe the history of the development of the MOF risk model.

Delivery Structure
This is an instructor-led course that uses a combination of presentation lectures
and a hands-on simulation activity that threads through several of the modules.
 About This Course iii

Course Timing
The following two-day schedule estimates the time needed each day for you to
deliver Microsoft Operations Framework Essentials. Your timing may vary
significantly, depending on the size of the class you are teaching, your
individual pace, and the nature of any class discussions that may occur. Plan
accordingly.

Day 1
Activity/Module Duration Start/End Times
Module 0: Welcome 30 minutes 8:30 to 9:00 a.m.
Activity 1 60 minutes 9:00 to 10:00 a.m.
Break 15 minutes 10:00 to 10:15 a.m.
Module 1: Introduction to MOF 60 minutes 10:15 to 11:00 a.m.
Module 2: Building on ITIL 60 minutes 11:00 to 11:45 a.m.
Lunch 60 minutes 11:45 a.m. to 12:45 p.m.
Activity 2 60 minutes 12:45 to 1:45 p.m.
Module 3: MOF Process Model, 60 minutes 1:45 to 2:45 p.m.
Lessons 1 and 2
Break 15 minutes 2:45 to 3:00 p.m.
Module 3: MOF Process Model, 75 minutes 3:00 to 4:15 p.m.
Lessons 3, 4, and 5
Total Time for Day 1: 7 hours, 45 minutes

Day 2
Activity/Module Duration Start/End Times
Recap Day 1 15 minutes 8:30 to 8:45 a.m.
Activity 3 60 minutes 8:45 to 9:45 a.m.
Module 4: MOF Team Model 75 minutes 9:45 to 11:00 a.m.
Break 15 minutes 11:00 to 11:15 a.m.
Activity 4 60 minutes 11:15 a.m. to 12:15 p.m.
Lunch 60 minutes 12:15 to 1:15 p.m.
Module 5: The MOF Risk Model 75 minutes 1:15 to 2:30 p.m.
Break 15 minutes 2:30 to 2:45 p.m.
Activity 5 60 minutes 2:45 to 3:45 p.m.
Module 6: Summary 30 minutes 3:45 to 4:15 p.m.
Total Time for Day 2: 7 hours, 45 minutes
iv Microsoft Operations Framework Essentials

Acknowledgments
Microsoft Operations Framework Essentials Project
Team
T Mark Short, Program Manager, Microsoft Frameworks
T Randall Ferris, Instructional Designer, Microsoft Frameworks
T Gaile Simmons, Editor, Microsoft Frameworks
T Mike Laverty, Logistics, Microsoft Frameworks
T Mike Lubrecht, Graphics, Microsoft Frameworks
T John Jacobs, Technical Writer, Microsoft Frameworks

Microsoft Operations Framework Team

T Bret Clark, Group Program Manager and Chief Architect
T Neil Fairhead, Lead Product Manger
T Kathryn Rupchock, Lead Program Manager
T Jeff Yuhas, Lead Program Manager
T Anthony Baron, Lead Program Manager
T Bill Bagley, Lead Program Manager
T Mary Anne Blake, Program Manager
T Susan Tiedemann, Program Manager

McKinley Simulation Development Team

G2G3 Group Limited, Edinburgh
T Mark Ross Sutherland
T Jason McClay
T Andrew Speake
T Derek Watson
T Henry Strouts
 About This Course v

Contributors and Reviewers

Microsoft Premier
T Thierry Paquay
T Mark Eden
T Aaron Turner
T Carroll Moon
T Joseph Michelotti
T Corey Gamble
T Ron Palmer
T Shawn LaBelle
T Jillian Dickson
T Barry Cohen

Microsoft Product Support Services

T Gijs van Weijen
T Walter Geerinck

Microsoft Consulting Services

T David Roberts
T Dolph Santello
T Clare Harris
T Troels Bent Hansen
T Steven McPherson
T Greg Mangino

Microsoft Enterprise Services

T Colin Garro
Pultorak & Associates, Ltd.
T Dave Pultorak
T Michele Eichhorn
T Steve McClatchy
vi Microsoft Operations Framework Essentials

ManageOne
T Ken Hamilton
T David Cannon

Accenture
T Curt Humes
Avanade
T Eric Stoever
Unisys
T Louie Peak
T Joseph Helm
T Jork Lousberg
T Eelko Van Leeuwen
T Geer Vaes
T Krsti Moe
PinkRoccade
T Joris Geertman,
T Hans van den Bent
T Troy DuMoulin

Microsoft Frameworks
T Ralph Barton, Director
T Jennifer Skoog, Group Program Manager
T Jerry Dyer, Group Program Manager
T Becky Kirsininkas, Marketing Manager







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Appendix A: ITIL Service Support and
Service Delivery Processes

The ten core ITIL processes and the function that make up ITIL service support
and service delivery are briefly described as follows:

Service Support
T Service Desk
The service desk's main task is to deliver front line support to and serve as
the entry point and single point of contact with the IT support organization
for the user base. All the service disruptions that a user experiences in the
environment should be reported to the service desk. In fact, most of the
incidents in the organization will be logged through the service desk.
The way that the service desk treats customers is vitally important, because
this treatment gives the customer an impression of the entire IT support
organization. The service desk staff members, who represent all of IT
support in the minds of many users, manage an important aspect of the
customer relationship.
T Incident Management
Incident management restores service to the normal level as soon as possible
after an incident. ITIL defines incident as: “… any event which is not part of
the standard operation of a service and which causes, or may cause, an
interruption to, or a reduction in, the quality of that service…”
The service desk staff members log the incidents, and the incident
management process starts here. The goal of incident management is to
restore service as soon as possible. This enables the customer to continue
with work and reduces the business interruption to a minimum. The solution
offered can be a workaround.
The handling of incidents includes the registration of the incident, the
assignment to solution groups within the IT organization (second tier, etc.),
the closure of the incident, and escalation if it is required.
Incident management is a reactive process. When incidents occur, the
service desk staff reacts. They never know ahead of time when an incident
will occur.
A-2 Appendix A: ITIL Service Support and Service Delivery Processes

T Problem Management
Problem management minimizes the adverse impact of problems and
incidents on the business and prevents them from recurring. ITIL defines a
problem as: “…a condition often identified as a result of multiple incidents
that exhibit common symptoms…”
Like incident management, problem management is concerned with
incidents. However, it takes a different approach—it looks for their root
cause.
Multiple incidents can be linked to one problem. Specialists analyze the
problem in order to identify the faulty configuration item (CI) and the root
cause of the problem. At this point, the root cause is known, but the problem
is not yet solved.
Further analysis eventually leads to a resolution or workaround, at which
point the problem becomes a known error. Based on the known error, a
request for change (RFC) is submitted, in order to implement the change to
the IT infrastructure according to the change management process.
The known error information is consolidated and published in the known
error database, and depending on the business impact, likelihood of
occurrence in other environments, and so on, is made available to or sent to
affected user groups as a preventative measure.
Actions in problem management are planned, as distinguished from the
reactive actions taken by incident management.
T Configuration Management
The entire managed IT infrastructure is reflected in a database called the
configuration management database (CMDB). It contains all relevant
information on the items that are part of the IT infrastructure. The items
stored in the CMDB are called configuration items (CIs). Typical CI
categories are hardware, software, contact information, procedures, and
standards.
In addition to all relevant CI information, the CMDB also stores the
relationships between CIs. Configuration management has to ensure that the
data is collected well, stored, and maintained. IT infrastructures are complex
and subject to changes. This means that a CMDB that is not maintained is
useless.
 Appendix A: ITIL Service Support and Service Delivery Processes A-3

T Change Management
One of the most difficult things to control in IT organizations is the
implementation of changes. Change management must implement changes
to the IT infrastructure while minimizing the impact on the service delivery
to the customer. Change implementation also needs to be done in a cost-
effective way.
The change management process is initiated by a completed form: a request
for change (RFC). Depending on the RFC, it is discussed in change
meetings held weekly with the change advisory board. Based on that
outcome, the changes are approved and scheduled, or rejected with a reason.
T Release Management
Large organizations use a great deal of software that is required for their
business. The software is subject to change (updates, patches, and so on).
Release management controls the handling and implementation of these
software releases.
New software or new releases of existing software are tested when they
enter the organization. If the software is approved, release management adds
it to the definitive software library (DSL).

Service Delivery
T IT Service Level Management
IT service level management sets up and maintains service level agreements
(SLAs) between the service provider and its client. The process of setting up
and maintaining SLAs includes managing the SLA, managing the service
itself (service catalog) and managing the customer relationship via
periodical reports.
T Financial Management for IT Services
Financial management for IT services determines the costs of providing IT
services for the organization’s planning, controlling, and charging purposes.
It also may recover costs by charging them to IT customers, using various
charging methods.
A-4 Appendix A: ITIL Service Support and Service Delivery Processes

T Capacity Management
Capacity management (CM) is responsible for identifying and specifying
evolving demands and customer needs, and their expected impact on the
whole IT infrastructure. It is responsible for translating these needs into
necessary resource additions and modifications, and for logging RFCs
accordingly. CM also ensures the consistency of service performance.
CM can be seen as a balancing act, balancing cost against capacity and
supply against demand. It has to ensure that cost-justifiable IT capacity
always exists and that it is matched to the current and future identified needs
of the business.
T IT Service Continuity Management
IT service continuity management plans for and manages natural and other
disasters (for example, fires or earthquakes).
Planning considers the impact of a disaster on the business and what counter
measures are justified. An IT continuity plan should be created and tested on
a regular basis.
Managing involves managing the recovery from the disaster when and if a
disaster occurs.
T Availability Management
Availability management ensures that IT service availability goals needed to
satisfy business objectives are met. It makes the most of the IT
infrastructure and supporting organization to deliver a cost-effective and
sustained level of availability to satisfy the business objectives of the
enterprise.
Appendix B: MOF Team Role Cluster
Mapping to Process Model

Release Role Cluster

Team Role Cluster Responsibility Service Management Function or
Operations Management Review

Primary liaison between the project Release approved review

development and operations groups
Managing the RFC process and Change management
working with the CAB and the
executive committee
Ongoing identification, change control, Change management
and status reporting of system and
environment
Maintaining the configuration Configuration management
management database (CMDB), which
is used to manage the inventory of
hardware, software, and physical assets
Managing software licensing and Release management
distribution and maintaining the DSL
Managing tool selection for release Release management
activities and optimizing automation
through tools/scripts
Leading release readiness management Release readiness review
review and go/no-go criteria
Asset management with version Configuration management
control, usage monitoring, and
retirement information
B-2 Appendix B: MOF Team Role Cluster Mapping to Process Model

Infrastructure Role Cluster

Team Role Cluster Responsibility Service Management Function or
Operations Management Review

Planning/managing the IT Capacity management

infrastructure to meet changing
business requirements
Coordinating physical environment use Configuration management
and planning across geographies (data
centers, labs, field office)
Developing policies and procedures for Capacity management
consistent infrastructure management
and standards
Building servers and standard images, Configuration management
and installing software
Providing cost and charge-back Financial management
reporting to management and
customers based on established
costing/charging policies

Support Role Cluster

Team Role Cluster Responsibility Service Management Function or
Operations Management Review

Providing primary liaison and Service desk

customer service to the IT users
Supporting the business by managing SLA review
the SLA with the customer and
ensuring commitments are met
Providing effective incident and Incident management
problem resolution using highly
automated tools and knowledge base
system; rapid response to user requests
and logged incidents
Providing management reports and Service level management
metrics on support activities
Feedback into dev/design team Problem management
Problem management process support Problem management
across groups; failover and recovery
provisions
 Appendix B: MOF Team Role Cluster Mapping to Process Model B-3

Operations Role Cluster

Team Role Cluster Responsibility Service Management Function or
Operations Management Review

Account and system setup controls; System administration

creation and management of user
accounts and permissions
Messaging, database, telecom Network administration
operations; network operations
Systems administration; batch Job scheduling
processing
Firewall management; security Security administration
administration
Application services Service monitoring and control
Host integration services System administration
Directory service operations Directory services administration

Partner Role Cluster

Team Role Cluster Responsibility Service Management Function or
Operations Management Review

Providing account and relationship All four quadrants of the process model
management for IT vendor and
outsource partners
Managing the contractual and SLA Service level management
between providers and consumers and
the definition of roles and
responsibilities
Defining the processes and procedures Service desk
for interfaces between the provider and
consumer
SLA creation/maintenance with SLA review
suppliers
Evaluation of 3rd party alternatives All four quadrants of the process model
Monitoring effectiveness of provider Service level management
Negotiating and managing costs Financial management
Managing IT procurement and Financial management
purchasing functions
B-4 Appendix B: MOF Team Role Cluster Mapping to Process Model
Security Role Cluster
Team Role Cluster Responsibility
Assisting in monitoring of correct
operations of IT resources
Intrusion detection, virus protection
Denial of service protection
Defines policies for data retention and
secure data disposal
Participate in operations management
review (OMR) process
Effective network domain security
design and management
Help define secure support policies and
procedures
Audit tracking and reporting
Service Management Function or
Operations Management Review
Security administration
Service monitoring and control
Security administration
Network administration
Capacity management
Release approved review
Release readiness review
Operations review
Network administration
Service desk
Configuration management
Appendix C: Key to Slide: “Mapping
an Organizational Structure to Role
Cluster Responsibilities”

Organization Level Structural Element Role Cluster

IT organization All six role clusters

Operations/Support Team Infrastructure, Support,
Operations, Partner, Security
Support Infrastructure, Support,
Partner
Security Security
Operations Operations
Database Administrator
Maintain integrity of data Security
Monitor size of available hard disc space Operations
Send monitoring output to capacity management Infrastructure
Administer SA passwords Operations
rd
Contribute to 3 tier support Support
Determine standards for SQL configuration Infrastructure
Change Management Release, Security
Development Group Infrastructure, Security
Architecture Infrastructure
Network engineer
Design network topology Infrastructure
Provide 3rd tier support Support
Engineer network security policies Security
Implement network infrastructure changes Release
Change CIs in CMDB Release
Share network monitoring duty Operations
Coordinate with service providers such as ISPs Partner
Security Infrastructure, Security
Programming Infrastructure

This is a blank page

This is a blank page
Appendix D: Risk Document Sample
and Template

Risk Assessment Document Project Name:

Date:

ID - identifier of the risk Contingency plan - action planned in response to risk oc

Risk Statement - potential problem (source of risk, mode of failure, condition, operational and business consequence) Trigger - event or value that compels contingency imple
Prob - probability the risk will become a problem Who - person responsible for the action
Loss - relative loss potential (dollar value or range of 1 through 10) Date - date by which to complete
Exp - Risk Exposure - product of prob and loss
Mitigation Approach - action planned to mitigate risk

ID Risk Statement Prob Loss Exp Mitigation Approach Trigger

Source of Risk Mode of Failure Condition Operational Consequence Business Consequence

Support
technicians
respond to
customer
complaint that Productivity loss because IT management sends global The phone system's
bypass normal underlying problems aren't email reminding customers of LCD display reads
1 People Agility procedures. Problem reports aren't logged. solved. 20% 4 0.8 official procedure. "direct call".

10
D-2 Appendix D: Risk Document Sample and Template

Risk Assessment Document Project Name:

Date:

ID - identifier of the risk Contingency plan - action planned in response to r

Risk Statement - potential problem (source of risk, mode of failure, condition, operational and business consequence) Trigger - event or value that compels contingency
Prob - probability the risk will become a problem Who - person responsible for the action
Loss - relative loss potential (dollar value or range of 1 through 10) Date - date by which to complete
Exp - Risk Exposure - product of prob and loss
Mitigation Approach - action planned to mitigate risk

ID Risk Statement Prob Loss Exp Mitigation Approach Trigger

Source of Risk Mode of Failure Condition Operational Consequence Business Consequence

10
Appendix E: Additional Resources

For more information on Microsoft Operations Framework, access:

http://www.microsoft.com/mof

For more information on Microsoft Solutions Framework, access:

http://www.microsoft.com/msf

For more information on ITIL, ITIL books, and the ITIL Glossary, access:
http://www.itil.co.uk

For more information on IT Service Management Forum, access:

http://www.itsmf.net
Glossary

acceptance test
A release readiness test for validating whether or not the technical solution
satisfies the usability and operability requirements specified in the functional
specification.

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

application
The information system component that is composed of the application
software and its accompanying datasets and thus represents the functionality of
the information system.

assign
The action of delegating a service event to a service group or specialist. The
person accepting the assignment becomes the resolution owner.

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.

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.
G-2 Glossary

availability management
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 service delivery levels.

Note The IT Infrastructure Library (ITIL) also uses this term to connote a
similar meaning and process. MOF uses the underlying ITIL characterization as
a foundation and then extends it by incorporating partner experience and
Microsoft-specific features. For the specific ITIL definition, please consult the
ITIL glossary.

availability plan
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.

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.
From an availability management perspective, the term also is used to identify
an agreed set of availability definitions and targets for an IT service. Such
definitions and targets normally would have been proved through modeling
and, once defined, would be used as key availability design and reporting
criteria.

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.

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

build
The process involved in taking one or more input configuration items and
processing them (building them) to create one or more output configuration
items—for example, software compile and load.

business consequence
In the MOF risk model, a description of the way in which the operational
consequence would affect the business as a whole.
 Glossary G-3

CAB
See “change advisory board.”

capacity management
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 quality
performance levels and processing capacity at reasonable cost.

Note The IT Infrastructure Library (ITIL) also uses this term to connote a
similar meaning and process. MOF uses the underlying ITIL characterization as
a foundation and then extends it by incorporating partner experience and
Microsoft-specific features. For the specific ITIL definition, please consult the
ITIL glossary.

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.

category
Classification of a group of configuration items, change documents, or
problems.

CCTA
See “Central Computer and Telecommunications Agency.”

Central Computer and Telecommunications Agency

A United Kingdom government executive agency chartered with development
of best practice advice and guidance on the use of information technology in
service management and operations.

change
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 who 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 and representatives from business units.

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.
G-4 Glossary

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

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

change management
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 the impact, if any, on the
agreed IT service levels in accordance with service level agreements.
Note The IT Infrastructure Library (ITIL) also uses this term to connote a
similar meaning and process. MOF uses the underlying ITIL characterization as
a foundation and then extends it by incorporating partner experience and
Microsoft-specific features. For the specific ITIL definition, please consult the
ITIL glossary.

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

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:
T Verifying the readiness of the release.
T Verifying the release functionality in the physical environment.
T Verifying the preparedness of the operations staff and processes.
T Creating and following through on the installation plan.
T Creating a contingency plan.
T Analyzing potential impacts on other systems.

CI
See “configuration item.”
 Glossary G-5

CI level
The lowest level at which identifiable items can still be uniquely distinguished.

classification
Expressing 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.

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
When the customer is satisfied that an incident has been resolved.

CMDB
See “configuration management database.”

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

configuration baseline
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 documentation
Documents that define requirements, system design, build, production, and
verification for a configuration item.

configuration item
A component of the IT environment (or infrastructure) that may impact the
service level agreement if changed. A configuration item (CI) can be either a
physical or a logical object and can be composed of other configuration items.
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.
G-6 Glossary

configuration management
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.
Note The IT Infrastructure Library (ITIL) also uses this term to connote a
similar meaning and process. MOF uses the underlying ITIL characterization as
a foundation and then extends it by incorporating partner experience and
Microsoft-specific features. For the specific ITIL definition, please consult the
ITIL glossary.

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 employed in this depends either on the aims or on the degree to
which information is to be available.

configuration management plan

A document setting out the organization and procedures for the
configuration management of a specific product, project, system, support
group, or service.

configuration structure
A hierarchy of all the configuration items that make up a configuration.

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
Uninterrupted consistency and persistence of processes and the certainty that
the processes will continue in operation. (See “service continuity
management.”)

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 are the use of
redundant power supplies and the implementation of a proven database
backup procedure.

customer
The recipient of a service.
 Glossary G-7

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

data confidentiality
In security, the ability to restrict data accessibility.

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

definitive software library

A secure software library where all versions of software configuration items
that the change advisory board has accepted are held in their definitive, quality-
controlled form (by necessity this logical library may have to occupy one or
more physical locations).

delivery support
See “service delivery.”

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

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 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.

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.”

end user
A person using an IT service. Some examples are an employee using an IT
service to support his or her daily work or a person using the Internet for
pleasure, information, or online shopping.
G-8 Glossary

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. An environment has unique features and characteristics that dictate
how they are administered in similar, yet diverse, manners.

error (known)
An undesired situation in the IT infrastructure in which a particular
configuration item is identified as the cause of a (potential) decline in the
agreed service level. In general, an error is the root cause of a problem.

error control
Correcting and/or minimizing the negative consequences of existing errors in
the IT infrastructure to provide the agreed service level.

error management
See “error control.”

escalation
The process of informing increasing levels of management when a service level
is not met. This is defined according to service level management rules
established in the service level agreement.

exposure
In the MOF risk model, the result of multiplying the probability of risk by the
impact. For example, if the probability is 20 percent and the impact is 3, then
the exposure is .6.

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 is often performed by external specialists.

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.

forecasting
Projecting future trends through the use of historical data. For example, the
forecasting of network utilization trends enables the network manager to
anticipate when user performance demands are likely to reach or exceed current
levels of computing capacity.
 Glossary G-9

full release
A release that replaces all components of a release unit, regardless of whether
or not they have changed since the last version of the software.

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

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

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 to gain access.

impact
In the MOF risk model, the degree of loss that the business consequence would
cause. This is measured on a numeric scale: the higher the impact, the higher
the number. This is closely related to the ITIL meaning of this term: the
business criticality of an incident.
In incident management, a measure of the business criticality of an incident.
Often equal to the extent to which an incident leads to deviation of agreed or
expected service levels.

impact analysis
A quantitative research method in which a study is conducted into the effects
that an error or change implementation may have on the other parts of the
configuration and the subsequent consequences for the service level, taking into
account the risks of such an error or change implementation and the potential
severity.

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

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 and tests, persons responsible, and the duration of
the actions to be carried out.

incident
Any event that deviates from the (expected) standard operation of a system.
Such an event influences the system, even though the influence may be small or
even invisible to the user of the system. Every incident is assigned to a problem
or a known error.
G-10 Glossary

incident control
See “incident management.”

incident management
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.

Note The IT Infrastructure Library (ITIL) also uses this term to connote a
similar meaning and process. MOF uses the underlying ITIL characterization as
a foundation and then extends it by incorporating partner experience and
Microsoft-specific features. For the specific ITIL definition, please consult the
ITIL glossary.

information system
The entirety of the hardware with accompanying basic software and
applications software, datasets, persons, and the procedures according to which
they work, for gaining knowledge of and/or 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 the accompanying data
processing and information processes in accordance with the requirements and
preconditions set for their use.

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 Infrastructure Library

A widely recognized collection of IT service management best practices and
processes for the management of IT services.

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.
 Glossary G-11

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

interface
Physical or functional interaction at the boundary between configuration items.

IT
See “information technology.”

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
Any hardware, software, or facility (or combination thereof) that is provided to
business customers for their use and is managed by IT.

IT service management
An approach that IT organizations can utilize to plan, develop, deliver, and
maintain quality IT services that are customer focused and process driven, and
that meet both cost and performance targets as defined by the service level
agreement or operating level agreement.

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

ITIL
See “Information Technology Infrastructure Library.”

job scheduling
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.

key performance indicators

Significant metrics that indicate the level of functionality and viability of a
component.
G-12 Glossary

KM
See “knowledge management.”

knowledge management
An enterprise endeavor to consciously and comprehensively gather, organize,
share, and analyze its IT system knowledge to create a complete information
resource. Due to the complexity and enterprise knowledge depth that most IT
organizations possess, this process is most often automated by using knowledge
management (KM) tools.
Most often, KM is used to facilitate the functions that service desk and product
support services provide. Knowledge repositories, usually large, indexed, and
searchable databases, enable quick retrieval of the relevant possible problems
and known errors that may be the root cause of a customer’s incident.
The KM system collects the most common problems, questions, and general
tips and tricks regarding the organization’s supported products, systems, and
technologies. It greatly reduces the amount of time required to identify,
troubleshoot, and resolve reported incidents and problems by collating the
efforts of many support personnel into a single source, enabling each support
person to benefit from the knowledge of the others.
The infrastructure role frequently owns the specification of these kinds of
automation tools as a core service to other operations management groups.

known error
A condition in the IT environment in which a certain configuration item(s) has
been identified as the cause of a (potential) degradation or disruption in the
agreed service level.

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.

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

LOB
See “line-of-business application.”

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.
 Glossary G-13

maintenance
The implementation of changes in 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.

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.

Microsoft Operations Framework

The “manage, run, and maintain” phase within Microsoft’s Enterprise Services
(ES) 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, process,
and technologies for effectively managing production systems within today’s
complex distributed IT environment.

Microsoft Solutions Framework

The “plan and build” phase within Microsoft’s Enterprise Services (ES)
frameworks. MSF provides guidance in the planning, 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.

mitigation
In the MOF risk model, the action the team can take prior to the condition
and/or consequence occurring. A mitigation may reduce the probability, or the
impact, or both, or transfer the risk to another party, or avoid the risk altogether.
A single condition may have multiple mitigations, or one, or sometimes none.
G-14 Glossary

mode of operational failure

In reference to the MOF risk model, the four main ways in which IT operations
problems can cause failure:
T Cost. The infrastructure can work properly, but at too high a cost, causing
too little return on investment.
T Agility. The infrastructure can work properly, but be unable to adapt to
changing circumstances.
T Performance. The infrastructure can fail to meet users’ expectations, either
because the expectations were set wrong, or because the infrastructure
performs incorrectly.
T Security. The infrastructure can fail the business by not providing enough
protection for data and resources, or by enforcing so much security that
legitimate users can’t access data and resources.

MOF
See “Microsoft Operations Framework.”

MOF process model

A spiral process model that provides a structure for the continuous assessment
of all aspects of IT operations. It provides a mechanism for the rapid
identification and incorporation of required changes to provide highly reliable
and cost-effective services and solutions. This spiral process does not happen
serially, but rather occurs in parallel across the service solutions. The MOF
process model supports the successful provision of IT services by addressing
four key principles: structured architecture, rapid life cycle and iterative
improvement, review-driven management, and embedded risk management.

MOF service management functions

Foundational-level best practices and prescriptive guidance that are 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:
T Configuration management
T Problem management
T Service continuity management
T Workforce management
 Glossary G-15

MSF
See “Microsoft Solutions Framework.”

MTTF
See “mean time to failure.”

MTTR
See “mean time to repair.”

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

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.

normalization
The administration of technical specifications for products, working methods,
and so on, by an official, independent authority. Application of these standard
specifications is not mandatory.

OLA
See “operating level agreement.”

OLO
See “operating level objective.”

operating level agreement

An internal agreement between two or more IT entities that defines the
responsibilities of all participating parties. An operating level agreement (OLA)
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, applied to the services provided to those entities and described in an
operating level agreement.
G-16 Glossary

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. Examples of these day-to-day activities include:
T System administration
T Batch processing
T Backup procedures
T Security
T Directory services

operating system
The basic software that runs on a computer system and allows application
software to function.

operational consequence
In the MOF risk model, a description of the way in which the condition would
affect the IT environment. The mode of failure typically influences the
operational consequence.

operational level agreement

Internal agreements between departments and/or suppliers of an IT organization
that allow service level agreement commitments to be fulfilled.

operations
The on-going (day-to-day) 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 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 internal processes and procedures utilized to meet service level
requirements and in turn 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 on a daily basis. Enterprise operations roles include dedicated
specialties such as messaging, telecommunications, networking, and database
administration.
 Glossary G-17

optimizing quadrant
The fourth quadrant in the MOF process cycle. It evaluates the operational
functionality of an IT organization.
The goal of this quadrant is to manage costs while continuously improving the
level of services. The optimizing quadrant addresses two specific elements of
operations:
T Business service reliability
T Cost

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 review of
outages/incidents, examination of cost structures, staff assessments, availability,
and performance analysis as well as capacity forecasting.

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

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.

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

pilot
Trial introduction of the solution into the production environment that includes
trial testing and usage by installers, systems support staff, and end users.

preventive maintenance
Maintenance directed at preventing errors so that they don’t recur and cause
future disruption in operations.

principal
A responsible party who is formally empowered to enter into service level
agreements.
G-18 Glossary

print and output management

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

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

probability
In the MOF risk model, the likelihood that the condition will occur. (Note that
this is not the likelihood of the consequence. It is assumed that if the condition
happens, the consequence is a guaranteed result.) Probability is measured on a
numeric scale, and it is never zero (because a risk that can’t happen isn’t
something to manage) and never 100 percent (because that condition would be
guaranteed: a known problem, not a risk).

problem
Underlying cause of one or more incidents.

problem diagnosis
The actions leading to the acknowledgement of an error, including the
localization of the malfunction and establishment of the cause.

problem management
A MOF service management function in the supporting quadrant. Its primary
objective is to effectively address the underlying/root cause of incidents in order
to reduce the quantity and severity of incidents within 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.

Note The IT Infrastructure Library (ITIL) also uses this term to connote a
similar meaning and process. MOF uses the underlying ITIL characterization as
a foundation and then extends it by incorporating partner experience and
Microsoft-specific features. For the specific ITIL definition, please consult the
ITIL glossary.

problem resolution owner

The person to whom a problem is assigned. This person owns responsibility for
solving the problem, although not implementing the solution. Implementation is
done by change management.
 Glossary G-19

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. Among other things, a
procedure can be described as:
T The course taken through the company.
T What one department supplies to another, in what form, and at what
moment.
T Rules relating to several departments.

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

process control
The process of planning and regulating, with the objective of performing a
process in an effective and efficient way.

process model
See “MOF process model.”

processing
The daily operation of all systems in the IT environment.

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

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

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

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

release
A collection of new and/or changed configuration items that are tested and then
introduced into the production IT environment.
G-20 Glossary

release approved review

The first review in the MOF process cycle where the new release is reviewed to
determine if it is ready for implementation in the target environment. The
release approved review is typically the result of an approved modification that
is being evaluated for implementation. The underlying process that supports
this review is the key integration between MSF and MOF. Through this
process, key attributes of a given release are assessed against standards,
policies, and quality metrics as well as certain readiness factors.

release management
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.

release readiness review

The review that completes the changing quadrant of the MOF process model. It
evaluates the introduction of the release into the target environment.

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 where 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.

release unit
A component or set of components packaged together as a single release unit
and released into the test and production environments (for example, a full
teleprocessing system, a suite, a program, a single module).

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.

request for change

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.

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.
 Glossary G-21

resolution
An action that will resolve an incident. This may be a workaround.

resolution owner
The person to whom an incident is assigned. This person owns responsibility
for resolving the service event.

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

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 you can
plan 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: the possibility
of experiencing a gain.

risk condition
In the MOF risk model, a description of a possible future event that could result
in a loss.

risk management
Sets forth 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 statement
In the MOF risk model, the combination of the elements of a risk that the
identification step produces: source of risk, mode of failure, condition,
operations consequence, business consequence.

role
A subdivision of a role cluster. It performs specific functions within an IT
organization. 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
Defines 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
the 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.
G-22 Glossary

roll-up
A series of patches joined consecutively.

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.
Components include data confidentiality, data integrity, and data availability.

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 a sufficient plan to recover a corporate network to at least a
minimum operational configuration in a short amount of time, including all
critical business applications.

service
A service that is supplied by a department. Agreements are made about the
service to be supplied and are stipulated in a service level agreement. A
“service” is a business service. The key question to ask in order to define
whether something is a service or a component is: Without anything else at all,
does this provide a direct service to the business?

service catalog
A directory of all services that an IT organization offers. The service catalog
should contain a “page” for each service and include the following:
T A description of the service
T Agreed service level
T Contact list (names phone number, e-mail address) of the service manager
and the key customers

service continuity management

A MOF service management function in the optimizing quadrant. It focuses on
procedures and components necessary to minimize service disruption of
mission-critical systems.
 Glossary G-23

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. It provides
first-line support to the user community for incidents associated with the use of
IT services. The goal of the service desk is to restore service to the user(s) as
quickly as possible. The service desk is tasked with end-to-end tracking and
control of incidents through resolution. A service desk may be an organizational
unit composed of multiple service groups—for example, a call center and one
or more site support teams (infrastructure and/or application service providers).

Note The IT Infrastructure Library (ITIL) also uses this term to connote a
similar meaning and process. MOF uses the underlying ITIL characterization as
a foundation and then extends it by incorporating partner experience and
Microsoft-specific features. For the specific ITIL definition, please consult the
ITIL glossary.

service entity
A collection of service groups and specialists. There are four types of service
entities: call center, infrastructure, application, and monitoring and control.

service event
An event that requires action from a support group. There are four types of
service events: incident, request for information (RFI), request for change–
standard (routine change), and request for change–formal (a change requiring
the change management process). Requests for training (RFT) will be included
in RFI.

service level
An agreed quality and quantity of services to be supplied.

service level agreement

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.
G-24 Glossary

service level management

A MOF service management function in the optimizing quadrant. It employs
the processes of planning, coordinating, drafting, agreeing, monitoring, and
reporting on service level agreements, and the ongoing review of service
achievements to ensure that IT and business are aligned and that service quality
is cost justifiable.

Note The IT Infrastructure Library (ITIL) also uses this term to connote a
similar meaning and process. MOF uses the underlying ITIL characterization as
a foundation and then extends it by incorporating partner experience and
Microsoft-specific features. For the specific ITIL definition, please consult the
ITIL glossary.

service level objective

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

service management
A collection of people, processes, and technology through which conditions are
created that ensure the continuity and quality of the agreed 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
interrelationship. A well-designed architecture enables an IT management
organization to supply its customers with IT functionality in a controlled
manner.

service management function

See “MOF service management function.”

service manager
Ultimately, the responsible entity for day-to-day provision and monitoring of an
individual service across all relevant sites; 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

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.
 Glossary G-25

service provider
Internal or external provider of IT service.

service request
All incidents other than failures in the IT infrastructure.

service support
A collection of operational disciplines and processes that support the
management of the IT production environment; in other words, configuration
management, service desk, problem management, and change management.

serviceability (external focus)

The contractual conditions with suppliers, outside of the internal IT, covering
the availability of an IT service and the conditions under which the contractual
conditions are valid for a configuration item or system.

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
See “service level agreement.”

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.
G-26 Glossary

An SLA typically contains information and requirements on:

T Service hours
T Availability
T Workload and throughput
T Priorities
T Support levels
T Responsiveness
T Restrictions
T Functionality
T Contingency
T Security
T Costs and charges

It is the management review that assesses the effectiveness of the IT operations

group in delivery of the agreed-upon service levels contained in the approved
SLA. It focuses its assessment on the delivery of services to the customer and
end users and on what changes are required to address any inadequacies in these
services.
The SLA review is how MOF recommends customers, end users, and the
operations staff monitor service delivery and is one method of identifying
changes required in service levels, system functionality, new business
requirements, and/or key process changes.

SMF
See “MOF service management function.”

software environment
Software used to support the application, such as operating system, database
management system, development tools, compilers, and application software.

software library
A controlled collection of software configuration items.

software release
All of the new, modified, or existing software configuration items that are made
available for use at any given time.
 Glossary G-27

sources of risk
Related to the ITIL term “category.” There are four main sources of risk in IT
operations:
T People. Even if the group’s processes and technology are flawless, people
make mistakes, and these mistakes can put the business at risk.
T Process. Flawed or badly documented processes can put the business at risk
even if they are followed perfectly.
T Technology. The IT staff may perfectly follow a perfectly designed process,
yet the business can fail because of problems with the hardware, software,
and so on.
T External. Some factors are beyond the IT group’s control but can still harm
the infrastructure in a way that causes business failure. Natural events such
as earthquakes and floods fall into this category, as do externally generated,
man-made problems such as civil unrest, computer virus attacks, and
changes to government regulations.

specialization
The degree by which various organization units carry out specific actions or
work per product or service.

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

storage management
A MOF service management function in the operating quadrant. It provides
management of on-site and off-site data storage for the purposes of data
restoration and historical archiving.

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.
G-28 Glossary

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 while production support teams are typically the second level in the
escalation chain of incident management.

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.

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.

tactical management/level
Actions relating to the coordination and organization of work (in progress).
Decisions on the tactical level influence the procedures employed in the various
departments. Tactical management is responsible for translating the separate
management sectors into actuality as well as all equipment needed for this
(hardware and software) and personnel.

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. In MOF, the team model is composed of the
following team role clusters:
T Release
T Operations
T Support
T Partner
T Infrastructure
T Security
 Glossary G-29

team of peers
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. This work model contrasts to that of the
traditional top-down, linear-structure work model, and has been functionally
proven in a variety of different organizations, cultures, and project sizes.

test environment
An environment that corresponds as closely as possible to the production
environment and within which system and user acceptance tests can be carried
out.

tracking owner
The person who tracks progress on a service incident to ensure service levels
are not violated. In most cases, the tracking owner is the person who registers a
service incident, although tracking ownership can be transferred in rare cases.

trigger
In the MOF risk model, a measurement threshold that indicates that the
condition is about to occur. It is a value that is either true or false. When it
shifts from false to true, the team executes the contingency plan.

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
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 IT and/or its users may place upon the service (or service component)
to those agreed-upon limits defined by the contract.

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 operating level agreement or the service level agreement.

urgency
The degree to which an action does not tolerate delay.

user
The person who uses the services on a day-to-day basis.
G-30 Glossary

version
The status of a configuration item, consisting of one or more changes at the
specification level. The functional specifications are therefore changed in
relation to the earlier version.

version identifier
A version number, version date, or version date and time stamp.

version management
A process directed at bringing and keeping under control various versions of
configuration items of the technical infrastructure.

version number
A combination of “xxnn” in which “xx” is the major number and “nn” is the
minor number.

work order
Provides coordination within a department. The work order indicates which
function must carry out which action, in which order, and when.

workaround
A method of avoiding an incident or problem, either from a temporary fix or
from a technique, that means 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.




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