DNS Product Operations Guide
Chapter 1 - Introduction
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Document PurposeThis guide describes processes and procedures for improving the management of Microsoft Windows Server 2003 Domain Name System (DNS) Service in your infrastructure. Intended AudienceThis material should be useful for anyone planning to deploy this product into an existing IT infrastructure, especially one based on the IT Infrastructure Library (ITIL) —a comprehensive set of best practices for IT service management—and Microsoft Operations Framework (MOF). It is aimed primarily at two main groups: IT managers and IT support staff (including analysts and service-desk specialists). How to Use This GuideThis guide is divided into six chapters. The first chapter provides basic background information. The second chapter provides a high-level checklist of the tasks required for maintaining this product. The third chapter takes a more detailed look at the tasks described in the maintenance chapter. The fourth chapter organizes tasks by the Microsoft Operations Framework (MOF) role cluster responsible for each task. The fifth chapter provides information about common troubleshooting techniques for the Windows Server 2003 DNS Service. The sixth chapter addresses audit logging behavior that applies to the DNS Service provided with Windows Server 2003. The guide may be read as a single volume, including the detailed maintenance and troubleshooting chapters. Reading the document in this way will provide the necessary context so that later material can be understood more readily. However, some people will prefer to use the document as a reference, only looking up information as they need it. BackgroundThis guide is based on Microsoft Solutions for Management (MSM). MSM provides a combination of best practices, best-practice implementation services, and best-practice automation, all of which help customers achieve operational excellence as demonstrated by high quality of service, industry reliability, availability, and security, and low total cost of ownership (TCO). These MSM best practices are based on MOF, a structured, yet flexible approach based on ITIL. MOF includes guidelines on how to plan, deploy, and maintain IT operational processes in support of mission-critical service solutions. Central to MOF and to understanding the structure of this guide are the MOF Process and Team models. The Process Model and its underlying service management functions (SMFs) are the foundation for the process-based approach that this guide recommends for maintaining a product. The Team Model and its role clusters offer guidance for ensuring the proper people are assigned to operational roles. Figure 1 shows the MOF Process Model combined with the SMFs that make up each quadrant of the Process Model. Figure 2 shows the MOF Team Model, along with some of the many functional roles or function teams that might exist in service management organizations. These roles and function teams are shown mapped to the MOF role cluster to which they would likely belong. The MOF Team Model is built on six quality goals, which are described and matched with the applicable team role cluster in Table 1. Table 1 MOF Team Model Quality Goals and Role Clusters
ContributorsProgram Manager Lead Writers Michael Sarabosing, Covestic Inc, USA Other Contributors Jason Popp, Microsoft Corporation Test Manager QA Manager Lead Technical Writer Lead Technical Editor Technical Editor Production Editor
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