Microsoft 1 Performance, Recovery, Support

Microsoft Exchange 2000 Operations Guide — Version 1.08

Performance

Here you show the performance you would expect from each of the previously mentioned

features. This would include some or all of the following:

◆Service availability (this may be given across all services or on a service-by-service

basis)

◆Service hours

◆Mail delivery times (note that you are not able to guarantee mail delivery times, either

to the Internet or within your organization, if you use the Internet as part of your intra-

organization mail topology)

◆Mailbox replication times (dependent on Active Directory™ service)

Recovery

Here is where you will specify what you expect in terms of disaster recovery. Although

you naturally hope that disaster never strikes, it is important to assume that it will and

have recovery times that will meet in a number of disaster-recovery scenarios. These

include the following:

◆Recovery from failed Exchange Store

◆Recovery from total server failure

Support

Here you specify how you will offer support to the user community, and also how you

would deal with problems with your Exchange Server environment. You would include

commitments on the following:

◆Helpdesk response time

◆When and how problems will be escalated

Of course it is one thing to determine what your SLAs should measure, and quite another

to come up with the right figures for them. You should always define them realistically

according to the needs of the business. Realistically is the key word here. For example,

while your business might want Exchange to have guaranteed uptime of 100 percent, it is

unrealistic to require this in an SLA because a single incident anywhere within your

organization will cause you to fail to meet the SLA.

Your operations environment should be built around meeting the requirements of

your SLAs.

Contents

Main ii Contents Chapter 1 Introduction 1 Chapter 2 Capacity and Availability Management 11 Change and Configuration Management 37 Chapter 4 Enterprise Monitoring 53 Chapter 5 Protection 71 Chapter 6 Glossary 97 Support 89 Page Page Page Introduction Microsoft Operations Framework (MOF) Page How to Use This Guide Efficiency, Continuity, and Security Figure 1.2 Efficiency Continuity Security Chapter Outlines Planning and Deployment Service Level Agreements Features Performance Recovery Support Related Topics Page Capacity and Availability Management Capacity Management Page Page Availability Management Service Hours Service Availability Minimizing System Failures Decreasing Single Points of Failure Increasing the Reliability of Exchange 2000 Minimizing System Recovery Time Performance Tuning Making Changes to the Registry No Performance Optimizer Optimizable Features Tuning Considerations Upgrading from Exchange 5.5 to Exchange 2000 Tuning the Message Transfer Agent (MTA) Tuning SMTP Transport Mailroot Directory Location SMTP File Handles Page Store and ESE Tuning Online Store Maintenance Online Backups Choosing the Correct Maintenance Strategy Extensible Storage Engine (ESE) Heaps Store-Database Cache Size Page Log Buffers Tuning Active Directory Integration Page Tuning Outlook Web Access (OWA) Page Hardware Upgrades Page Change and Configuration Management Prerequisites Change Management Defining Change Type Step 1 Request for Change Is Submitted to Change Manager Step 2 Change Manager Assesses the RFC Step 3 Change Is Passed to IT Executive Committee for Approval Step 4 Change Is Passed to the Change Advisory Board for Scheduling Step 5 Change Is Passed to the Change Owner Step 6 Change Process Evaluation Minor and Standard Changes Scripting Minor and Standard Changes Security Software Control and Distribution Documentation Configuration Management Tools for Configuration Management Configuration Management and Change Management Configuration Items Page Page Page Defining Configuration Items Configuration Management and Exchange Maintaining the Configuration Management Database Change Management Ownership Security Backup Exchange System Policies Administering System Policies Page Enterprise Monitoring Prerequisites Performance Monitoring System Monitor Exchange 2000 Objects and Counters to Monitor Service or Resource Performance Object Information Store Counters SMTP Server MSExchangeMTA and MSExchangeMTAConnections MSExchangeIM Virtual Servers MSExchangeAL Windows 2000 Objects and Counters to Monitor Table 4.2 Subjects and Associated Objects and Counters Subsystem Object Counter Exchange Comments Subsystem Object Counter Exchange Comments Centralized Monitoring Event Monitoring Event Viewer Log Files Centralized Event Monitoring Availability Monitoring Monitoring and Status Tool Adding Services to the Default Configuration Monitoring Resources Notifications Status Disabling Server Monitoring Centralized Availability Monitoring Client Monitoring Page Page Protection Chapter Start Point Chapter End Point Protection Against Hacking Firewall Operations Maintaining Firewall Availability Ensuring That Only the Correct Traffic Passes Through the Firewall Monitoring Against Hacker Intrusion Dealing With Security Breaches Anti-Virus Measures Staying Current Dealing With Virus Infection Blocking Attachments at the Client Page Disaster Recovery Procedures Backing Up Page Offline Backup Disk Imaging Restoring Recovering Individual Messages Recovering Lost Mailboxes Recovering Exchange Stores and Storage Groups Full Exchange Server Recovery Recovering Exchange After Active Directory Failure Alternate Server Recovery Recovery Testing Page Page Support Providing Support for End Users Reducing End User Support Costs Page Problem Reporting Dealing with User Problems Notifying Users Exchange Problem Management Page Page Glossary