Examples of Assessment Results

This topic contains sample results of an assessment of the Exchange environment. For information about conducting an assessment in your organization, see Conducting an Assessment.

The following sample results are broken down according to service management functions (SMFs).

Availability Management

In terms of availability management, the assessment shows that:

The messaging team does not have the means to measure service availability to an appropriate level of detail.

With regards to monitoring capability, the service has not set specific thresholds and defined automated and manual actions to be taken when thresholds are exceeded.

Where changes are made to improve availability, these are not tested and/or modeled prior to implementation.

Changes are not consistently implemented in accordance with change management processes.

Requests for change are not assessed for their impact upon availability prior to implementation. Additionally, risks are not identified for the Exchange environment, and are not sufficiently mitigated to meet business requirements; routine recovery procedures are not documented; contingency plans are not tested (for example, restore tests) on a periodic basis.

Capacity Management

In terms of capacity management, the assessment shows that:

Capacity available on individual resources is not monitored by setting thresholds and creating alerts when these thresholds are exceeded.

Capacity data and incident data are not analyzed to help identify trends and issues.

Tuning measures are not continuously implemented to address identified issues and problems.

IT Service Continuity Management

In terms of IT service continuity management, the assessment shows that:

A service continuity plan for the messaging service—detailing the recovery options, prevention measures, and procedures in the event of the loss of key components—has not been developed.

Clearly documented procedures for the invocation of the service continuity plan are not available.

Clearly documented procedures for resuming normal service after invocation of a service continuity plan are not available.

The service continuity plan is not being reviewed in light of changes that occur. The plan is not routinely tested. Supporting services (such as Active Directory) are not accounted for in service continuity management plans.

Security Management

In terms of security management, the assessment shows that:

Monitoring is not undertaken to detect security breaches and security control failures.

An up-to-date messaging security policy, which all staff, contractors, and third parties are aware of is not available.

Requests for change are not assessed for their impact on messaging security.

Regular tests are not undertaken to ensure that all physical and logical controls are performing as expected. Microsoft security best practices are not being followed.

Service Level Management

In terms of service level management, the assessment shows that:

Written agreements between the messaging team and the customer that have been agreed upon by both parties are not available.

Internal agreements between the support teams and internal and external IT service providers that commit them to delivering service to a defined level are not available.

The messaging team does not have the means to monitor service level objectives (SLOs) such as response times and availability targets.

Periodic reports that show the performance of a service against its SLOs are not produced.

Contents of SLAs are not reviewed regularly to ensure that they meet the customer's requirements, that SLOs are still relevant and achievable, and that any changes to the service have been included with the document. Routine service review meetings are not conducted. The service owner/manager role has not been assigned for the messaging service.

Workforce Management

In terms of workforce management, the assessment shows that:

The organization of the messaging support team is ineffective. The escalation process is not well defined, and problem resolution takes more time than is acceptable by the customer.

For each role within the messaging team, an associated job description that describes the key features and required qualifications for the role is not available.

The use of contract staff is not managed effectively.

Training plans are not maintained for each employee to document individual development needs and reduce any skills shortage or duplication within the organization.

Incident Management and Problem Management

In terms of incident management and problem management, the assessment shows that:

Incident management. Escalation matrices including vendors are not defined, and contingency documents are not used as knowledge management articles.

Problem management. Major problem reviews are not completed and made actionable; trending and subsequent actions are not performed. There are examples of recurring outages, for example, poor error control.

The next step is to analyze the results of this sample assessment. For more information, see Analyzing the Results of the Assessment and Making Improvements.

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