Contents Overview 1 Introduction to Designing an Exchange 2000 Management and Operations Plan 2 Designing a Change Plan 9 Designing an Operations Plan 16 Designing a Support Plan 23 Designing an Optimization Plan 28 Discussion: Creating a Management and Operations Plan 34 Module 8: Designing an Exchange 2000 Management and Operations Plan Information in this document is subject to change without notice. The names of companies, products, people, characters, and/or data mentioned herein are fictitious and are in no way intended to represent any real individual, company, product, or event, unless otherwise noted. Complying with all applicable copyright laws is the responsibility of the user. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Microsoft Corporation. If, however, your only means of access is electronic, permission to print one copy is hereby granted. 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Module 8: Designing an Exchange 2000 Management and Operations Plan iii Instructor Notes This module provides students with the tools and strategies necessary for designing a Microsoft ® Exchange 2000 management and operations plan, which includes a change plan, an operations plan, a support plan, and an optimization plan. After completing this module, students will be able to: !" Describe service solutions and information technology (IT) service management functions, and explain how these relate to the four plans that comprise a management and operations plan. !" Design a change plan. !" Design an operations plan. !" Design a support plan. !" Design an optimization plan. Materials and Preparation This section provides the materials and preparation tasks that you need to teach this module. Required Materials To teach this module, you need the following materials: !" Microsoft PowerPoint ® file 1573A_08.ppt !" The Service Solution Change Request Form job aid !" The Northwind Traders Case Study Preparation Tasks To prepare for this module, you should: !" Read all of the materials for this module. !" Review the Service Solution Change Request Form job aid. !" Review the Northwind Traders Case Study. !" Create the change request that is used in the instructor-led discussion. The job aids are in the Exchange 2000 Design Tool located at C:\MOC\1573A\LabFiles\Exchange_2000_Design_Tool, and on the student compact disc. The case studies are in the Appendices and on the student compact disc. Presentation: 45 Minutes Note iv Module 8: Designing an Exchange 2000 Management and Operations Plan Module Strategy Use the following strategy to present this module: !" Introduction to Designing an Exchange 2000 Management and Operations Plan The purpose of this topic is to provide an overview of the four plans that comprise a management and operations plan—the change plan, operations plan, support plan, and optimization plan, which correspond to each of the remaining topics in this module. Begin by defining service solutions and IT service management and providing examples of each. Then, briefly discuss each of the four plans, and also the importance of documenting all plans and changes. !" Designing a Change Plan Explain the function of a change plan, and then describe the three service management functions that are used to implement the plan: change management, configuration management, and release management. !" Designing an Operations Plan Explain the function of an operations plan, and then describe the five functions that should be included in an operations plan: system administration, monitoring and measurement, security administration, network administration, and maintenance. !" Designing a Support Plan Explain the function of a support plan and then describe the three functions that the plan includes: problem management, disaster recovery, and service level agreement (SLA) implementation. !" Designing an Optimization Plan Explain the function of an optimization plan, and then describe the three functions that the plan includes: capacity planning, cost management, and contingency planning. Delivery Tip An alternative method for teaching this module is to use the diamond slides as talking points and simply provide high-level information on each sub- topic, rather than going through the module page- by-page. Module 8: Designing an Exchange 2000 Management and Operations Plan 1 Overview ! Introduction to Designing an Exchange 2000 Management and Operations Plan ! Designing a Change Plan ! Designing an Operations Plan ! Designing a Support Plan ! Designing an Optimization Plan As an Information Technology (IT) professional, you must ensure that all IT service solutions, including those provided by Microsoft ® Exchange 2000, are aligned with the business needs of your company. You must take a strategic approach to creating a sound management plan that accommodates IT service management and its four subordinate plans: the change plan, the operations plan, the support plan, and the optimization plan. After completing this module, you will be able to: !" Describe service solutions and IT service management functions, and explain how these relate to the four plans that make-up a management and operations plan. !" Design a change plan. !" Design an operations plan. !" Design a support plan. !" Design an optimization plan. Topic Objective To provide an overview of the module topics and objectives. Lead-in In this module, you will learn how to design an Exchange 2000 management and operations plan. 2 Module 8: Designing an Exchange 2000 Management and Operations Plan # ## # Introduction to Designing an Exchange 2000 Management and Operations Plan ! Providing Service Solutions and IT Service Management Functions ! Overview of the Management and Operations Plan Process ! Documenting Plans and Changes Before designing an Exchange 2000 management and operations plan, you must understand two important concepts: service solutions and IT service management. Service solutions are the capabilities or business solutions that IT provides to a company, while IT service management is the process by which these solutions are implemented. IT service management is cyclical in nature and includes four distinct plans that run concurrently and that culminate in the design of a management and operations plan. Once you have a high-level understanding of the operation and management process, it is important to understand how to create and maintain system documentation. Topic Objective To introduce the concept of service solutions and IT service management, and to provide an overview of the management and operations plan process. Lead-in Because a management and operations plan is made up of four distinct plans, it is important to gain a high- level overview of the entire process. Module 8: Designing an Exchange 2000 Management and Operations Plan 3 Providing Service Solutions and IT Service Management Functions SQL SQL Exchange 2000 Messaging Solution Data Storage Solution Service Solutions Service Solutions Service Solutions Well-defined service management functions provide consistent policies, procedures, standards, and best practices that can be applied to any IT service solution. Service Solutions Service solutions enable you to design IT services that meet your company’s business goals. Some examples of service solutions include messaging solutions and data storage solutions. Messaging Solutions As a messaging solution, Exchange 2000 extends basic messaging functionality to provide enhanced client application and server functionality, such as: !" Interconnectivity with other messaging systems. !" Enhanced security. !" Multiple stores for both mailboxes and public folders. !" Recipient and storage policies. !" Access through various client applications, including: • A Messaging Application Programming Interface (MAPI) client, such as Microsoft Outlook ® . • A Web browser. • A Microsoft Office application, such as Microsoft Word. Topic Objective To provide some examples of service solutions and IT service management functions. Lead-in Before designing an Exchange 2000 management and operations plan, you must be aware of the service solutions that you can provide by using Exchange 2000. Delivery Tip Mention to students that other applications—and not only those that provide basic messaging functionality— may require a management and operations plan. 4 Module 8: Designing an Exchange 2000 Management and Operations Plan Data Storage Solutions As a data storage solution, Microsoft SQL Server ™ 2000 combines database functionality with data analysis to enable you to create business solutions, such as: !" A technical support call-logging database that, in combination with data analysis, tracks problems and resolutions, and also provides insight into the enterprise’s overall technology structure and its possible vulnerabilities. !" Data mining that assists in uncovering hidden patterns and predicting future trends. !" E-commerce solutions that can be used in conjunction with Microsoft Commerce Server to provide Internet-based functionality, such as the ability to store, query, and maintain the security of Web data. IT Service Management IT service management functions facilitate such processes as adding, removing, or upgrading an IT service or its components. Examples of IT service management functions include: !" Technical support functionality !" Problem management !" Contingency planning !" Configuration management !" Change management !" System administration Module 8: Designing an Exchange 2000 Management and Operations Plan 5 Overview of the Management and Operations Plan Process O P T I M I Z I N G C H A N G I N G O P E R A T I N G S U P P O R T I N G IT IT Service Service Mgt. Mgt. Each of the remaining four sections of this module explores one of the four plans that make up a management and operations plan: the change plan, the operations plan, the support plan, and the optimization plan. Designing a Change Plan Because both users and day-to-day business operations are affected whenever a new service solution is deployed, designing a change plan to manage change is crucial to the project’s success. Although designing a change plan is the first step in creating an Exchange 2000 management and operations plan, it should be implemented throughout the entire life cycle of the project. An effective change plan must address the following service management functions: !" Change management !" Configuration management !" Release management Designing an Operations Plan An operations plan outlines the standards, processes, procedures, roles, and responsibilities that are necessary to maintain the required levels of service within a company. This plan includes the following functions: !" System administration !" Monitoring and measurement !" Security administration !" Network administration !" Maintenance Topic Objective To provide a high-level overview of the plans that make up a management and operations plan. Lead-in Creating a management and operations plan involves developing four plans: changing, operating, supporting, and optimizing. 6 Module 8: Designing an Exchange 2000 Management and Operations Plan Designing a Support Plan A support plan outlines the standards, processes, and procedures needed to track and resolve each problem as it arises. This plan includes the following functions: !" Problem management !" Disaster recovery !" Service Level Agreement (SLA) Implementation Designing an Optimization Plan An optimization plan outlines the methods for achieving better performance from the current system. This plan includes the following functions: !" Capacity planning !" Cost management !" Contingency planning [...]... following three service management functions are used to implement a change plan: !" Change management !" Configuration management !" Release management Note For more information about change management, see Process Model for Operations under Additional Readings on the Student Materials compact disc 9 10 Module 8: Designing an Exchange 2000 Management and Operations Plan Change Management IT Service Mgt... 2000 Management and Operations Plan Release Management Managing Release Expectations Managing Release Expectations Topic Objective To explain that release management usually involves managing release expectations and creating a rollout plan and a rollback plan Set accurate expectations with staff and management Set accurate expectations with staff and management Discuss time frame, performance, and. .. newly implemented service solution and to ensure that it meets your company’s business needs and technology requirements, you must also create an optimization plan An effective optimization plan includes the following functions: !" Capacity planning !" Cost management !" Contingency planning Module 8: Designing an Exchange 2000 Management and Operations Plan 29 Capacity Planning RT ING CH A AT ING OPT I... Exchange 2000 than other departments require, the cost of expanding the server running Exchange 2000 could be billed to the research department 32 Module 8: Designing an Exchange 2000 Management and Operations Plan Contingency Planning Objectives of Contingency Planning: Objectives of Contingency Planning: ER OP Prevent Loss of Service Prevent Loss of Service Contingency planning focuses on preventing and. .. change plan, and to describe the three service management functions that support it CH NG ZI N Topic Objective ER OP Change Management Change Management Lead-in A change plan includes the procedures required to identify, review, approve, and incorporate changes into a managed IT environment Configuration Management Configuration Management Release Management Release Management A well-designed change... Release management provides a controlled process for distributing and tracking releases, such as an Exchange 2000 messaging service solution Because any new release involves an IT service change, release management is closely related to both change management and configuration management Release management typically involves managing release expectations, creating a rollout plan, and creating a rollback plan. .. procedures for managing escalation should be defined Module 8: Designing an Exchange 2000 Management and Operations Plan 21 Network Administration RT ING NG IT Service Mgt AT I OPT IM I PO SUP To discuss the network administration procedures that should be included in an operations plan CH A NG ZI NG GI N Topic Objective R OPE Hardware and Software Management Hardware and Software Management Lead-in An effective... ER OP Lead-in Capacity Planning Capacity Planning An optimization plan ensures the ongoing success of the newly implemented service solution Cost Management Cost Management Contingency Planning Contingency Planning With a change plan, an operations plan, and a support plan in place, you are well on your way to the successful implementation of a new service solution in your company However, to maintain... effective operations plan for monitoring and measurement defines the tools and tasks that are necessary to ensure that Exchange 2000 runs at optimal efficiency and with minimal downtime This plan also ensures that you gather the appropriate information to manage the Exchange 2000 system proactively and perform trend analysis and capacity planning At the very least, the operations plan should provide procedures... add additional resources to the server running Exchange 2000 In other cases, services or users may need to be offloaded to another server running Exchange 2000 30 Module 8: Designing an Exchange 2000 Management and Operations Plan Application, Network, and Service Response Time Applications that are used throughout your company can increase network traffic and disrupt network speed, depending on the . to Designing an Exchange 2000 Management and Operations Plan 2 Designing a Change Plan 9 Designing an Operations Plan 16 Designing a Support Plan. Module 8: Designing an Exchange 2000 Management and Operations Plan # ## # Introduction to Designing an Exchange 2000 Management and Operations Plan ! Providing