Service Level Agreements, Features | Microsoft 1 manual

Chapter 1: Introduction

7

to be created at this stage, because waiting until the system is live could be too late. The operations team should be using the planning phase (and in some cases the deployment phase) to test procedures that are defined, such as those for disaster recovery.

Planning and deployment are covered in more detail as part of the Exchange 2000 Upgrade Series. You will find this at the following Web site:

http://www.microsoft.com/technet/exchange/guide/default.asp

Service Level Agreements

Your goal for successful operations is to produce a high quality of service at a reasonable cost. The definition of a high quality of service will vary according to the needs of your organization. The level of service you offer will generally be a compromise between quality-of-service requirements and the costs necessary to provide it.

Central to the idea of successful operations is the service level agreement (SLA) process. Success or failure of an operations environment is measured against the requirements of the SLA. It is therefore very important that you define the SLA realistically according to the resources you can devote to your operations environment.

Note: When it is internal to IT, an SLA is often referred to as an operating level agreement (OLA). For the sake of clarity, this guide refers to SLAs only. However, the recommendations in the guide apply to OLAs as well as SLAs.

Your SLAs should be a commitment to providing service in four different areas:

◆Features

◆Performance

◆Recovery

◆Support

Features

Here you state which Exchange services you will be offering to the client base. These would include some or all of the following:

◆E-mail (via some or all of MAPI, POP3, IMAP4, and OWA)

◆Defined mailbox size for different categories of user

◆Public folder access

◆Ability to schedule meetings

◆Instant messaging

◆Chat

◆Video conferencing

Image 15

Microsoft 1 manual Service Level Agreements, Features

Contents

Version Exchange 2000 Operations Guide Isbn Contents Enterprise Monitoring Change and Configuration Management Protection SupportGlossary Page Vii Content LeadKey Authors ReviewersPage Microsoft Operations Framework MOF Introduction SLA Efficiency, Continuity, and Security How to Use This Guide Efficiency Continuity Capacity and Availability Management Chapter Outlines Protection Planning and Deployment Features Service Level Agreements Performance Recovery Related Topics SummaryPage Capacity and Availability Management Chapter Sections Capacity Management Capacity and Availability Management Microsoft Exchange 2000 Operations Version Availability Management Service Hours Minimizing System Failures Service Availability Decreasing Single Points of Failure Increasing the Reliability of Exchange Minimizing System Recovery Time Performance Tuning Making Changes to the Registry No Performance Optimizer Optimizable Features Tuning Considerations Tuning the Message Transfer Agent MTAUpgrading from Exchange 5.5 to Exchange Mailroot Directory Location Tuning Smtp Transport Smtp File Handles Hkeylocal Store and ESE Tuning Online Store MaintenanceActive Directory Checking Message Deletion and Online Defragmentation Online Backups First Storage Group Choosing the Correct Maintenance Strategy Store-Database Cache Size Extensible Storage Engine ESE Heaps Microsoft Exchange 2000 Operations Version Log Buffers Tuning Active Directory Integration Type SET Maxactivequeries to 40 and press Enter Tuning Outlook Web Access OWA Setting OWA Properties Hardware Upgrades Page Change and Configuration Management Change Management PrerequisitesDefining Change Type Request for Change Is Submitted to Change Manager Change Is Passed to IT Executive Committee for Approval Change Manager Assesses the RFC Change Process Evaluation Change Is Passed to the Change Owner Scripting Minor and Standard Changes Minor and Standard Changes Security Software Control and DistributionDocumentation Configuration Management Tools for Configuration Management Configuration Management and Change ManagementConfiguration Items Microsoft Exchange 2000 Operations Guide Version Hardware Server Printer Software Exchange Hotfix Configuration Management Relationships Nine Configuration Items with Relationships Between Them Maintaining the Configuration Management Database Defining Configuration ItemsConfiguration Management and Exchange Ownership Change Management Security BackupAdministering System Policies Exchange System Policies Summary Enterprise Monitoring System Monitor Performance Monitoring Exipc Exchange 2000 Objects and Counters to Monitor Smtp Service or Resource Performance Object MSExchangeIS Mailbox and MSExchangeIS Public Information Store CountersSmtp Server MSExchangeIS MSExchangeMTA and MSExchangeMTAConnections Windows 2000 Objects and Counters to Monitor MSExchangeIM Virtual ServersMSExchangeAL Subsystem Object Counter Exchange Comments Subsystem Object Counter Exchange Comments Centralized Monitoring Event Viewer Event Monitoring Centralized Event Monitoring Log Files Adding Services to the Default Configuration Availability MonitoringMonitoring and Status Tool Notifications Monitoring Resources Centralized Availability Monitoring StatusDisabling Server Monitoring Client Monitoring Summary Page Chapter End Point Chapter Start Point Protection Against Hacking Firewall Operations Maintaining Firewall Availability Dealing With Security Breaches Source Destination Service Protocol and portAnti-Virus Measures Monitoring Against Hacker Intrusion Staying Current Dealing With Virus Infection File Extensions and File Types Blocking Attachments at the Client File Extension File Type Backing Up Disaster Recovery Procedures Protection Disk Imaging Offline Backup To connect an Exchange 2000 mailbox to another user Recovering Individual MessagesRecovering Lost Mailboxes Restoring Recovering Exchange Stores and Storage Groups Recovering Exchange After Active Directory Failure Full Exchange Server Recovery Alternate Server Recovery Recovery Testing Summary Page Support Reducing End User Support Costs Providing Support for End Users Support Problem Reporting Notifying Users Dealing with User Problems Exchange Problem Management Support Summary Active Directory Services Interfaces Adsi Access Control Entry ACEAccess Control List ACL Active Directory Connector ADC Asymmetric Cipher Administration groupActiveX Data Objects ADO Adsi Edit Collaboration Data Objects CiphersClear item Collaboration Data Objects CDO for Windows Connection Agreement CA Conferencing Management Service CMSConfiguration Connection Agreement ConfigCA Conference Technology Provider CTP Domain controller Domain modeDomain Name Services DNS Domain tree DSAccess Epoxy Exchange Conferencing Services ECSEnterprise Encryption Forest also known as enterprise Event ServiceExipc formerly known as Epoxy Extensible Storage Engine ESE also known as JET Instant Messaging IM Installable File System IFSGroup Hash Functions Link State Algorithm LSA Internet Messaging Access Protocol version 4 IMAP4Lightweight Directory Access Protocol Ldap Joint Engine Technology JET Metabase Metabase update serviceName Service Provider Interface Nspi Messaging Application Programming Interface Mapi Post Office Protocol version 3 POP3 Outlook Web AccessOpaque item Policy Resource mailbox Recipient Update Service RUSRemote Procedure Calls RPC Resource Routing Engine Routing Group Connector RGCRouting service Routing group Simple Message Transfer Protocol Smtp SchemaSecure Hash Algorithm version Security principal Store Site Replication Service SRSSite Consistency Checker SCC also known as the Skcc Storage group User Principal Name UPN System attendant120 User Web-DAV Web Storage System509