Module 8: Designing an Exchange 2000 Management and Operations Plan 1
Overview
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Introduction to Designing an Exchange 2000
Management and Operations Plan
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Designing a Change Plan
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Designing an Operations Plan
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Designing a Support Plan
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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:
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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.
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Design a change plan.
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Design an operations plan.
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Design a support plan.
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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
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Introduction to Designing an Exchange 2000
Management and Operations Plan
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Providing Service Solutions and IT Service Management
Functions
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Overview of the Management and Operations Plan
Process
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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:
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Interconnectivity with other messaging systems.
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Enhanced security.
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Multiple stores for both mailboxes and public folders.
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Recipient and storage policies.
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Access through various client applications, including:
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A Messaging Application Programming Interface (MAPI) client, such as
Microsoft Outlook
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.
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A Web browser.
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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:
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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.
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Data mining that assists in uncovering hidden patterns and predicting future
trends.
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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:
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Technical support functionality
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Problem management
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Contingency planning
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Configuration management
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Change management
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System administration
Module 8: Designing an Exchange 2000 Management and Operations Plan 5
Overview of the Management and Operations Plan Process
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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:
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Change management
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Configuration management
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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:
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System administration
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Monitoring and measurement
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Security administration
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Network administration
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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:
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Problem management
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Disaster recovery
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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:
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Capacity planning
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Cost management
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Contingency planning
Module 8: Designing an Exchange 2000 Management and Operations Plan 7
Documenting Plans and Changes
System mission statement
Infrastructure diagrams
Logical diagrams
Software-related information
Procedures
Maintenance information
Contact and Web site information
Include the following information in
your documentation:
Include the following information in
Include the following information in
your documentation:
your documentation:
Creating and maintaining documentation is an extremely important aspect of
system support. When changes are made to your system, or when errors occur
within your system, documentation is the only reliable source of information
that you have regarding the configuration of your system. The following table
lists the types of information that you should include in your documentation.
Type of information Topics included
System mission statement Project scope
Design goals
Project milestones, phases, and signoff
information
Infrastructure diagrams Physical network
Network routing
Domain structure
Server location
Other system connectivity
Logical diagrams Network administration
Network server roles
Operating system administration
Messaging system administration
Message routing
Other system connectivity
Other system administration
Topic Objective
To outline the type of
information that you should
include in your
documentation.
Lead-in
Maintaining proper
documentation is crucial to
the ongoing success of any
deployment.
8 Module 8: Designing an Exchange 2000 Management and Operations Plan
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continued
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Type of information Topics included
Software-related information
Current software installed
Current version information
File location tables
Software update diary
Error logs and reports
Procedures Backing up systems
Restoring systems
Disaster recovery
Updating and upgrading software
Adding new hardware
Adding new software
Error escalation
Maintenance information Network
Application
Logging
Scheduling backups
Running repair utilities
Contact and Web site information Supplier information
Internal support staff
Project consultants
List of useful Web sites
Delivery Tip
Mention that when
documenting software-
related information, it is
important to include
documentation on virus-
scanning software.
Module 8: Designing an Exchange 2000 Management and Operations Plan 9
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Designing a Change Plan
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Change Management
Change Management
Configuration Management
Configuration Management
Release Management
Release Management
A well-designed change plan will help you to minimize any adverse effects that
the implementation of the new system might have on users and on day-to-day
business operations. To ensure that the change occurs in a controlled fashion
and that users have uninterrupted access to system resources, the change plan
must document all of the processes and procedures for implementing the IT
service change.
The following three service management functions are used to implement a
change plan:
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Change management
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Configuration management
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Release management
For more information about change management, see Process Model for
Operations under Additional Readings on the Student Materials compact disc.
Topic Objective
To define the purpose of a
change plan, and to
describe the three service
management functions that
support it.
Lead-in
A change plan includes the
procedures required to
identify, review, approve,
and incorporate changes
into a managed IT
environment.
Note
10 Module 8: Designing an Exchange 2000 Management and Operations Plan
Change Management
Analyze any risks imposed by the change
Analyze any risks imposed by the change
Ensure user awareness of the change
Ensure user awareness of the change
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Identify the change
Identify the change
Analyze the effect of the change on IT services
Analyze the effect of the change on IT services
Change management ensures a smooth transition from the system’s current
state to the new state while also ensuring that everyone affected by the change
is aware of it and understands the effect that it will have on the company.
Change Management Functions
The goal of change management is to:
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Identify the change that needs to be made.
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Analyze the effects of the change on other IT services.
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Analyze any risks imposed by the change.
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Ensure that everyone affected by the change is aware of its effects.
With careful analysis and planning, you will have a clear idea of the specific
areas that will be affected by the change, how these areas will be affected, the
time required to implement the change, and the personnel responsible for
implementing it.
Change Management Resources
The resources affected by any one change may include hardware, software,
systems communications, and documentation.
Hardware
Changes made to system hardware may result in network downtime. When you
are planning to make changes to the network’s hardware infrastructure, you
must project how those changes will affect users, and how much time it will
take to make the changes.
Topic Objective
To describe the functions of
change management.
Lead-in
The goal of the change
management process is to
ensure that everyone
affected by the change is
aware of it and understands
its effects.
Delivery Tip
Mention that change
management entails
understanding the change
process and its possible
effect well enough that the
decision can be made to
back out of the change and
return the system to its
original state if necessary.
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