Microsoft Exchange Service Management Guide
Overview of the Microsoft Exchange Service Management Guide
Scope
Audience for This Guide
Assumptions
Logical Flow of This Guide
Exchange Service Management
Microsoft Solutions Framework
Microsoft Operations Framework
Exchange Service Management Life Cycle
Exchange Service Map
Risk Management Discipline for Operations
Identification
Analysis and Prioritization
Mitigation and Contingencies
Managing Ongoing Risks
Optimizing the Exchange Environment
Conducting an Assessment
Examples of Assessment Results
Analyzing the Results of the Assessment and Making Improvements
Service Level Management
Best Practices for Service Level Management
Security Management
Best Practices for Security Management
Backup and Archival Standards and Guidelines
Best Practices for Backup and Archival
Change Management
Best Practices for Change Management
Monitoring and Reporting
Best Practices for Monitoring and Reporting
IT Service Continuity Management
Best Practices for IT Service Continuity Management
Messaging Team Management
Best Practices for Managing a Messaging Team
Making Changes in the Exchange Environment
Managing Change
Change Management and Its Link to Release Management
Importance of Analyzing Service Relationships When Managing Change
Change Management and Its Link to Configuration Management
Tool for Exchange Configuration Management
Best Practices for Improving Change Management
Change Management Guidelines
Configuration Management Guidelines
Release Management Guidelines
Guidelines for Implementing a Test Lab
Tools for Carrying Out Change and Configuration Management
Making the Change
Using MSF to Make Changes in the Exchange Environment
Operating the Exchange Environment
Monitoring Exchange Using MOM 2005
Best Practices for Monitoring Exchange
Daily Routine Tasks
Scheduled Routine Tasks
On-Demand Tasks
Exchange Server Best Practices Analyzer
Manual Monitoring
Exchange Server 2003 Monitoring Features and Tools
Monitoring and Status Feature
Diagnostic Logging Feature
Protocol Logging Tool
Queue Viewer Utility
Windows Server 2003 Monitoring Features and Tools
Server Performance Advisor
Performance Console
Performance Objects
Physical and Logical Disk Counters
Performance Logs and Alerts
Network Monitor Tool
Data-link Layer
Network Layer
Transport Layer
Presentation Layer
Network Diagnostics
Analyzing Performance Data
Establishing a Baseline
Identifying Potential Bottlenecks
Supporting the Exchange Environment
Technology
Processes
People
Troubleshooting Exchange Service Interruptions
Isolating Possible Cause of Exchange Service Interruption
Routine Exchange Outages Caused by Environmental Issues
Network Connectivity Troubleshooting
Active Directory Troubleshooting
DNS Troubleshooting
Firewall Port Troubleshooting
Routine Exchange Outages Caused by Software Issues
Required Service Fails to Start Or Has Stopped
Exchange Information Store Problem, Will Not Mount Or Cannot Back Up Online
Recipient Missing from the Global Address List
Duplicated SMTP Address
Disappearing Messages
Non-Delivery Reports
Recovering Non-Routine Exchange Service Outages
Recovery of Exchange Data Stores from Exchange API Backup Sets
Public Folder Database Recovery
Full Server Recovery
Impact of Change on Operations and Support
Project Initiation
Envisioning Phase
Planning Phase
Developing Phase
Stabilizing Phase
Deploying Phase
Project Closure
Summary of Guide
Acknowledgments
Appendix: Resources for the Microsoft Exchange Service Management Guide