Microsoft 1 Change Management, Ownership

Microsoft Exchange 2000 Operations Guide — Version 1.050

which connectors will be affected by taking a server running Exchange offline for mainte-

nance, only to find when they actually examine the servers that different connectors are

present.

The configuration management database is initially populated by an inventory of your

existing hardware, software, tools, and processes. The configuration management database

contents change over time as the result of implemented changes of all kinds. You will want

to periodically (perhaps annually) audit the configuration management database against

reality to ensure that the configuration management database and your IT environment are

in synchronization.

To ensure that the database is maintained with accurate information, the following areas

must be tightly controlled:

◆Change management

◆Ownership of the configuration management database

◆Security of the configuration management database

◆Backup of the configuration management database

To be effective, the configuration management database must be operated as though it is a

central component of your IT environment.

Change Management

As already mentioned, change management and configuration management are intrinsi-

cally linked. If the configuration management database is to be accurate and up to date,

then no aspect of change to configuration items may be carried out without that change

also being recorded in the configuration management database. For this reason, RFCs are

recorded in the configuration management database and are the driving force behind

change in the configuration management database. By adding and modifying entries in the

RFC part of the configuration management database you will also modify the components

that act as dependencies.

Ownership

If your configuration management database is going to remain fully accurate, you must

ensure that there is ownership of each part of the configuration management process. The

configuration manager should ensure that the configuration management database is

always kept fully up to date and that only authorized personnel can modify it. Exactly who

modifies the configuration management database depends on nature of the relationship

between change and configuration management, but in many cases different configuration

items have different owners (often the corresponding change owner).

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