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Microsoft 1 Step 5 Change Is Passed to the Change Owner, Step 6 Change Process Evaluation

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Chapter 3: Change and Configuration Management 41

change. In this case, expertise with Exchange and hardware is very important. In fact, the

change manager may decide to appoint an OEM vendor representative to the change

advisory board.

The change advisory board determines the hardware upgrade schedule, according to IT

executive committee recommendations. The change advisory board is also responsible for

monitoring the change and it ensures that all authorized changes are coordinated and

scheduled to eliminate the possibility of one change negatively affecting another change.

Step 5 – Change Is Passed to the Change Owner

The change owner is responsible for planning and implementing the hardware upgrade

once it has been approved and scheduled by the change management process. The change

owner will provide feedback to the change advisory board, the change manager and

perhaps the change initiator during the implementation. However, the change manager

remains involved at this stage, monitoring what the change owner is doing.

After the upgrade is complete, the change owner will help the change manager and change

initiator assess the impact of the change.

All of this may seem to be a deeply complicated process, but remember this describes a

major change to the environment. Minor changes would pass through a significantly

simpler path, involving the change owner.

Step 6 – Change Process Evaluation

After the change is implemented, the entire change management process from receipt of

RFCs through implementation must be evaluated. This is done by conducting personnel

interviews and reviewing documentation. The main objective is to assess the effectiveness

of the change process. Unsuccessfully implemented changes should also be evaluated so

that problems can be identified and corrected before further changes are initiated.

Figure 3.1 illustrates the change management process, with the parties responsible for each

stage. (For the sake of clarity, this diagram largely ignores inter-related areas of manage-

ment such as configuration and availability management.)

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