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Clarity. Direction. Confidence.
SHAREPOINT OPERATIONAL MANAGEMENT
Taking your team from Newbies to Rock Stars
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Chandima – aka “Chan” @chandimak on twitter
Director @ Knowledge Cue from New Zealand
Started with SharePoint 2001...
SharePoint MVP since 2007
www.chandima.net/blog
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Quick poll
IT Managers?
Developers?
Business Analysts?
Support/Help Desk Analysts?
CIOs?
Others?
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Operational Management
The managing of ‘stuff’ to keep everyone in a ‘happy’ place
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Operational Management Characteristics
There is work involved to ensure something is working (running) – ex: TimerJobs - Backups
Schedule with actions to perform
Daily/Weekly tasks
Actions performed by ‘technical’ experts
Focus is on repeatable and consistent actions
Investment in equipment/technology or staff
Value of operational actions must outweigh the costs
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Frameworks…
Information Technology Infrastructure Library (ITIL)
Microsoft Operations Framework (MOF)
Control Objectives for Information and related Technology (COBIT)
Provides guidelines and process for service management in IT
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Microsoft Operational Framework (MOF)
Framework for delivering IT Service Solutions
Plan
• IT Strategy• Standards• Policies• Finances
Deliver
• Envisioning• Planning• Building• Testing• Deploying
Operate
• Operating• Monitoring• Supporting• Addressing
Issues
Manage
• Managing Governance
• Risk• Compliance• Changes• Configurations
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Operate Phase of MOFSMF Operations Service
Monitoring and Control
Customer Service
Problem Management
What it does
Defines, documents, and executes the work necessary to efficiently and successfully operate IT services.
Observes IT service health and initiates remedial actions to minimize the impact of service incidents and system events.
Provides users with a positive experience and addresses complaints or issues.
Determines the root causes of problems and predicts future problems.
What it delivers
Operations Guide IT health data Effective user service
Effective problem resolution
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We already know that and we are MOF/ITIL/COBIT savvy!
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Frameworks… and SharePoint
Each of these come with their own pros and cons
In ‘real world’ these can be very ‘logic’ driven and can be hard to be put into ‘practical’ use
Lot’s of acronyms but not much ‘action’
Requires expertise ‘in-house’ or have to be trained and administered to gain measurable success overtime
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I will shoot the dog if you don’t apply <insert> to my SharePoint!
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SharePoint – post deployment stress
Company XYZ has deployed ‘SharePoint’
Company XYZ has used SharePoint ‘Expert(s)’ company ABC to build an Intranet/DM/RM/Widget etc – or something that no one knows apart from it’s ‘SharePoint’
You are part of a team or ‘the team’ who looks after IT or the designated ‘SharePoint thingamabob’
You get called into a meeting and you are IT! (from tomorrow)
You are a manager who has been told by your boss that your team is now responsible for managing ‘SharePoint’!
You get called/email by a user with “my sharepoint is broken”
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THE CHALLENGE
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Why is SharePoint special?
It’s a business enabler
Requires ‘business first’ attitude
Usually it’s the g33ks who get’s to play with it first and make rules on how to use it… (and manage it)
There is shortage of people with experience in business/technical balance
People who have ‘skillz’ was already recruited by your competition
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PLATFORM
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Development TestProduction
SharePoint Platform
Sol
utio
n
Sol
utio
n
Sol
utio
n
Sol
utio
n
Sol
utio
n
Sol
utio
n
Sol
utio
n
Sol
utio
n
Sol
utio
n
Production Backup
Disaster Recovery
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Organic PLATFORM
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Key decision points
Learn as you go
Up skill your existing team
Look for a ‘SharePoint-SomethingSomething’ – call Bob the recruiter
Seek external expertise
Outsource everything
Out source but In Source key knowledge
Do nothing..
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Operational Capability Measurement
ProcessExecuted by
PeopleTechnology
Captu
re
Using
Operational Capability
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Easier said than done…
The mythical all encompassing ‘Governance’ document! – who wrote that?
Fairly new people in SharePoint space
People leave.. (after you’ve trained them!)
Continuous change..
More solutions..
Shrinking windows for overall SLA’s
High complexity..
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What should a Team do?
• SharePoint Expert (Solution Architect)
• Key stakeholders/team (multiple)Solution Review
• Decision makers who understand the existing solutions/processFit for Purpose
• Regular development cycle• Hand over to operations
Implementation Team
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Operations Planning – solution vs. platform
Separating “technical exercise”
Identifying the overall processRisk assessment
Business impact assessment
Business continuity plan
Risk Assessment
Business Impact
Analysis
Business Continuity Plan (Operations Plan)
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Planning Scenarios
ABC application is a business application used by all users between the hrs. of 8am and 6pm
It is hosted on the SharePoint platform
XXX server has gone down and to mitigate the business impact to users of ABC application we need XXX to be operational in N hrs. In order to recover XXX server/system we will opt for YY process. In order to meet this we need ZZ hardware/software etc
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RTO and RPO
Recovery Time ObjectiveThe amount of time that can elapse between the occurrence of a ‘disaster’ and the affected system being returned to an ‘agreed’ operational readiness state
The time it takes to get up and running again
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RTO and RPO
Recovery Point ObjectiveThe amount of time prior to any ‘disaster’ where data loss may (and will) occur
Maximum amount of data loss that is deemed acceptable in the event of DR
Near – Zero RPO always incurs $$$ and complexity
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Less criticalRPO = 12 Hrs. – Data loss of 12 Hrs. or lessRTO = 24 Hrs. – SharePoint is unavailable for 24 Hrs.
Disaster declared at 8am
RPO 12 Hrs.
Last backup at or after
8pm
RTO 24 Hrs.
Fully operational by at 8am next day
Time
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High criticalRPO = 30 Mins. – Data loss of 30 Mins. or lessRTO = 1 Hrs. – SharePoint is unavailable for 1 Hrs.
Disaster declared at 8am
RPO 30 Mins.
Last backup at or after 7.30am
RTO 1 Hrs.
Fully operational by at 9am
Time
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Company ‘Crash n Burn’
Users 200
Distributed to 3 offices (3 locations)
No centralized IT team
Very re-active to business/user needs
Strong focus on ‘new shiny’ technology driven by IT
Short lived projects with low budget
Unfinished projects
DIY mentality
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What ‘Crash n Burn’ wanted.. And got..
Our users wanted a place to store some documents. We are running out of server space and thought that we should put documents in SharePoint
We asked ‘company’ to setup SharePoint and have been using SharePoint to store documents and now we also use it as our Intranet
One of our guys want to know how to look after it since we don’t want to keep paying for support
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Company ACME
Users 6000+
Distributed to 2 offices
Centralized IT team
Long term IT strategy and vision with CIO and second and third level management teams
Risk averse – prove before move
IT spending is managed and aligned to business growth
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Acme wish list…
We want to see if we can provide our teams with the ability to share documents online relating to projects that they need to have access to across the two locations
Longer term we have identified that we need to apply document management practices across all our business units – so this can be used as a test bed as it’s in our business plan
Before we buy into any technology we’d like to see if it (technology) fits within our current IT framework and if we need to hire new staff or up skill existing staff
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Finding the ‘Balance’
Soft skills and technical skillsVery good business communication skills
Spatial awareness of organisation
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Training… not an afterthought..
There is no point in telling someone else to run with SharePoint if you don’t know how to walk with SharePoint
Invest in a balanced mix of out sourced vs. in sourced
Ensure you get ROI from vendors/third parties by working with them directly ‘on-site’
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Key Takeaways -Operational Management
The managing of stuff to keep everyone in a ‘happy’ placeThere is NO ‘one size fits all’
What works for me will not work for you
Take the ideas and build on them
Start Small – Think BIG
Consider Office365 > All of the usual operational headaches are taken care of!
White paper with ‘Tasks’ and ‘Checklists’ > http://bit.ly/spopschecklist - good learning point…
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Other sessions
Health and Monitoring for the IT Pro – Todd Carter (part 1) 4.15pm – Whittle Room
Extending Health and Monitoring – Todd Carter (part 2)Wednesday 3pm Westminister Room
Fine Tuning SharePoint 2010 – performance and optimasation – 4.15pm Westminister Room – Eric Schupps and Rob Foster (Developers)