Microsoft Services. Catalog of Services Offerings. April Proactive Support and Consulting Services Workshops Labs

Transcription

1 Microsoft Services Catalog of Services Offerings April 2010 Proactive Support and Consulting Services Workshops Labs

2 Table of Contents How to use this Catalog... 3 Premier Support Services... 5 Premier Offerings... 5 Premier Add-Ons... 6 Update Log... 9 Added Offerings... 9 Proactive Support and Consulting Services... 9 Workshops and WorkshopPLUS Updated Offerings Workshops and WorkshopPLUS SQL Server 2005/2008 Integration Services Workshop** Retired Offerings Proactive Support and Consulting Services Workshops and WorkshopPLUS Proactive Support and Consulting Services Guidance Review Health Checks/Assessments Operations Analysis and Improvement All Technologies Database Development IT Operations Management Messaging Platforms Security TAM/SEM/SE Proactive Services Workshops and WorkshopPLUS (Premier Support required) Database Development Page 2 of 78

3 IT Operations Management Messaging Platforms Security Labs All Development The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. Copyright 2010 Microsoft Corporation. All rights reserved. Microsoft, Visio, Windows, Windows NT, and Windows Server are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. How to use this Catalog This catalog has been organized by Service type, and then by technology within those types. To find a specific offering, begin within the Services type (Support and Consulting for example), then explore based on technology (Messaging, Database, Development, etc.). The proactive services within this catalog represent those that are available to Microsoft Services customers to help them effectively deploy, support and operate various Microsoft technologies in their environments. The following standard processes apply: Page 3 of 78

4 1. If you are interested in a service listed within this catalog, please work with your Technical Account Manager (TAM), Application Development Consultant (ADC) or Engagement Manager (EM) to place a request or see if a detailed datasheet is available for your service of interest.* 2. Most requests are reviewed by a proactive delivery team within two business days of submission by your Services Representative. The proactive delivery team will determine the appropriate resources based on the request details. Scheduling is based on resource availability and may vary by service. 3. Upon review of the request, an initial call to discuss the scope, expectations, deliverables and timeline of the request may be requested. 4. Delivery will begin once scope, deliverables, cost and timeline are confirmed. 5. The services are deemed complete when deliverables are reviewed and the customer has agreed that all portions of the request were fulfilled as determined by the original scope. 6. The customer will be charged via the agreed upon method. Page 4 of 78

5 Premier Support Services Microsoft Services Premier Support offers your people all these services and more. Customizable to your needs, Premier Support gives you the flexibility to choose the support options that best fit your organization. The varying levels of service let you select the right amount of support to meet your needs and fit your budget. Premier Offerings Enterprise Agreement Services Integration (EASI) ** Integrating Premier Support delivers the resources and expertise to maximize the business value of your Enterprise Agreement while lowering the TCO of your Microsoft Solution. Microsoft Services Partner Advantage ** Microsoft Services Partner Advantage (MSPA) is the Microsoft Premier-level technical support offering for partners. MSPA enables our partners to enhance their own technical support businesses with a range of services from Microsoft - preventative services, break-fix support and support relationship management. Partners also gain access to the secure Microsoft Premier Online website which offers a range of self-help solutions including the Partner KnowledgeBase. Partner Advantage for Independent Software Vendors ** Partner Advantage helps independent software vendors (ISVs) find ways to reduce development costs and product time to market. This offering includes an extensive selection of services designed to assist you through all phases of your product development lifecycle and to more successfully develop, deploy, and support solutions by using Microsoft technologies. The result? A complete, end-to-end services solution for ISVs. Premier FirstStep ** Premier FirstStep Support is an introduction to high-end support services by Microsoft. This Offering allows customers to choose a support package at an attractive price point for a trial period. Premier Foundation ** Premier Foundation is an entry-level, primarily remote, Premier offering with 24x7 businesscritical support with rapid, onsite support services when needed. This offering includes a shared Technical Account Manager and two of our popular proactive services. Customers can also access Microsoft Premier Online, our online customer portal with extended partner-level knowledge base. Premier Plus ** Top-level Premier support includes one or more dedicated Technical Account Managers and 24x7 business-critical and rapid, onsite support services. Premier Plus Includes Premier proactive services customized to fit your specific needs, and access to dedicated support Page 5 of 78

6 engineers who have deep expertise in specific technologies. Customers can also access Microsoft Premier Online, our online customer portal with extended partner-level knowledgebase. Premier Standard ** The Premier Standard support offering includes 24x7 business-critical support and rapid, onsite support services, plus access to our extensive catalog of Premier proactive services, all managed by a shared Technical Account Manager. Customers can also access Microsoft Premier Online, our online customer portal with extended partner-level knowledgebase. Premier Ultimate ** Premier Ultimate combines proactive services with the comfort of as-needed problemresolution services. Working closely with the customer's IT team, we will help them design and deliver a service plan that incorporates the latest best practices and support services from Microsoft, taking into account their current state, historical trending information, and strategic timelines. Professional Support ** The Professional Support Offerings portfolio is comprised of Paid, Unpaid, and Programmatic incident offerings that aim to drive customer satisfaction with quality of technical support by providing assistance with break-fix issues. Professional Support Incidents are intended to service the needs of working professionals within the following customer segmentation role types: IT Professional and Developer. At a higher level, Professional Support is intended as a technical support option primarily for Small Business to Core Mid Market segments. Value proposition: receive convenient, on-demand technical support from some of the industry s most knowledgeable Microsoft support engineers, who will assist you in resolving your most difficult technical issues. Premier Add-Ons Custom Support Agreement Program ** The Microsoft Support Lifecycle (MSL) policy provides consistent and predictable guidelines for product support availability throughout a product s life. Custom Support Agreements provide the opportunity to receive support on legacy versions of Microsoft products beyond the Extended Support phase. Dedicated Support Engineering (DSE) for Microsoft Dynamics ** Coordinated with the other Premier Support services, the DSE for Microsoft Dynamics is designed to keep business processes at optimal performance with dedicated support for your Microsoft Dynamics solution. The Dedicated Support Engineer will provide proactive advisory assistance for your Microsoft Dynamics products, collaborate with your Partner and Independent Software Vendors (ISVs), provide support for upgrade planning, offer assistance in understanding the product roadmap and provide valuable knowledge transfer regarding your Microsoft Dynamics implementation. Page 6 of 78

7 Enrollment for Application Platform ** Enrollment for Application Platform helps to alleviate concerns around Problem Resolution Support (PRS) for SQL Server, SharePoint Server and BizTalk Server by simply including it, allowing customers to focus on being proactive versus reactive. Extended Hotfix Support ** The Microsoft Services Extended Hotfix Support program provides customers with the ability to request non-security hotfixes during the Extended Support phase of the Microsoft Support Lifecycle. Microsoft Certified Masters Program ** The Microsoft Certified Masters program is now accepting Premier Support points. Register for any of the five MCM programs and apply your Premier credits to cover all of the program cost. The Microsoft Certified Master program offers the most advanced training and certification and differentiates deeply specialized Microsoft technology consultants focusing on designing, building, and troubleshooting solutions built on Microsoft server products and technologies. The Microsoft Certified Master program experience-based curriculum is built upon the deepest level of real life product expertise for core Microsoft server products. Achieving a Microsoft Certified Master certification will help differentiate IT professionals and Microsoft Partner organizations from competitors by keeping them on the forefront of Microsoft technology. Microsoft Enterprise Agreements Premier Support Integration ** Integrating Premier Support delivers the resources and expertise to maximize the business value of the customer's Enterprise Agreement while lowering the TCO of the Microsoft Solution. Mobile Enterprise Messaging Solution ** The Microsoft Mobile Enterprise Messaging Solution is an integrated service and support engagement designed to help you plan, deploy, manage and support the next level of mobilemessaging solutions for your business in a secure environment. With this offering available exclusively to Microsoft Premier Support customers, you can leverage your existing investment in Microsoft products and technologies and extend desktop manageability to your mobile devices. Premier and Essential for Hosted Solutions ** Microsoft Services Essential Support is an affordable, prepackaged support offering that can help give your people more time to concentrate on optimizing your technology solutions. With Essential Support you have priority, phone-based access to a team of Microsoft technical account professionals who offer far more than reactive problem resolution. These highly skilled experts focus on providing you with valuable proactive how-to guidance to keep your hosted infrastructure up and running smoothly. All of which helps to increase the efficiency of your IT staff and the productive use of your Microsoft technology. Premier and Software Assurance ** Explains the benefits for Premier customers who purchase Software Assurance. Page 7 of 78

8 Premier Global Support ** Premier Global Support is an add-on to Premier. It provides the flexibility to handle customers technical support needs by centralizing the management of support services from negotiation to account management to solutions delivery which will scale across the customers worldwide locations to provide them with the best service for Microsoft technologies. Premier Support for Business Productivity Online Standard Suite ** Premier Support for Business Productivity Online Standard Suite (BPOS-S) enables Premier Support customers to receive the Premier experience when engaging support for BPOS-S. With Premier-enabled BPOS-S, customers can leverage their Premier Support plans for support resources in addition to the support channels integrated with the BPOS-S service. Premier Support for Microsoft Dynamics ** Provides specific services for customers with Microsoft Dynamics products in the Premier family of offerings. Premier Support for Microsoft Online Services ** With the activation of Microsoft (MS) Online Services for Premier Support, customers can submit incidents through Premier Support and Technical Account Managers (TAMs) can be more visible in those cases so they can effectively manage the customers MS Online Services support requests. The goal is to provide customers with a one Microsoft experience. Premier Third Tier Support ** Third Tier Support is an add-on designed to provide direct access to seasoned Microsoft Support escalation resources for complex issue resolution, and bypasses the normal frontline support services. Solution Support Services ** Solution Support Services is a suite of high-value services tailored to support solutions built on Microsoft technology and custom code for Premier customers. Solution Support includes proactive and reactive services spanning across your solution lifecycle (from the planning and design phases, through the deployment stages, to production support and maintenance). US National Support Offering ** The Microsoft US National Support Offering is a program that was created to help meet the support requirements of Federal Premier customers with sensitive security concerns. The United States (US) Department of Justice (DOJ) order E, Federal Register (dated May 2, 2006 and updated June 1, 2006) require that US Federal and some US Public Sector agencies maintain a strong focus on national security. Page 8 of 78

9 Update Log Added Offerings Proactive Support and Consulting Services SQL Performance Review Application Load Test Application Network Analysis Application Performance Active Monitoring System Application Performance Review Application Security Threat Model / Design Review Enrollment for Application Platform Operations Strategic Consultant (OSC) Proactive Services Operational Guidance (PSOG) Strategic Infrastructure Consulting ALM Fundamentals for Custom Application Development ALM Implementation Services ALM Workshops for Project Management Architecture and Design for Unified Communications: Unified Conferencing Architecture Assessment for Microsoft Dynamics AX Architecture Assessment for Microsoft Dynamics CRM Architecture Review for Microsoft Dynamics AX Architecture Review for Microsoft Dynamics CRM Business Case for Microsoft Dynamics AX Business Case for Microsoft Dynamics CRM Customization Review for Microsoft Dynamics AX Customization Review for Microsoft Dynamics CRM Security, Identity and Access Management (SIAM) Design Review for Microsoft Dynamics AX Design Review for Microsoft Dynamics CRM Enterprise Portals using Microsoft SharePoint Server 2010 Enterprise Search using Microsoft SharePoint Server 2010 Fit Gap and Solution Blueprint for Microsoft Dynamics AX Fit Gap and Solution Blueprint for Microsoft Dynamics CRM Performance Review for Microsoft Dynamics AX Performance Review for Microsoft Dynamics CRM Platform Services for Microsoft SharePoint Server 2010 Project Governance and Delivery Review for Microsoft Dynamics AX Project Governance and Delivery Review for Microsoft Dynamics CRM Proof of Concept for Microsoft Dynamics AX Proof of Concept for Microsoft Dynamics CRM Scoping Assessment for Microsoft Dynamics AX Page 9 of 78

10 Scoping Assessment for Microsoft Dynamics CRM Services for Rich User Experiences SharePoint Performance Social Computing using Microsoft SharePoint Server 2010 Upgrade Assessment for Microsoft Dynamics AX Upgrade Assessment for Microsoft Dynamics CRM Web Content Management using Microsoft SharePoint Server 2010 Active Directory Security Assessment Enterprise Federated Identity using Active Directory Federation Services Enterprise Identity Management using Forefront Identity Manager 2010 Identity & Access Management Assessment Infrastructure Security Assessment (AISA) Integrated Protection using Microsoft Forefront Protection 2010 for Exchange Server PKI Consulting & Assessment Proactive Services Maturity Review (PSMR) Upgrade for Microsoft Dynamics AX Workshops and WorkshopPLUS ALM Interoperability Services Premier Technology Days: Development Desired Configuration Manager (DCM) Workshop Premier Technology Days: Management Service Level Management (SLM) Workshop System Center Configuration Manager 2007 Concepts and Administration Premier Technology Days: Messaging BizTalk Server 2009 Architecture & Administration Microsoft Office 2007 Troubleshooting and Support in the Enterprise Premier Technology Days: MOSS/SPS Windows Architecture for Debugging PKI Design Workshop Windows Security Workshop Updated Offerings Workshops and WorkshopPLUS SQL Server 2005/2008 Integration Services Workshop** Retired Offerings Proactive Support and Consulting Services o ALM- Competency Improvements Workshop Page 10 of 78

11 o Architecture and Design for Microsoft Exchange Server 2007 o Development Services for Rich Internet Applications o Enterprise Search Decision Accelerator (ESDA) o Enterprise Search Technology Planning (ESTP) o Performance Analysis and Optimization o SCCM 2007 and SMS 2003: Performance and Tuning Review o Unified Communications: IM /Presence /Conferencing (OCS 2007) Workshops and WorkshopPLUS o ALM- Management Interoperability Workshops o Exchange Server 2007 Migration Workshop ** o SQL Server 2005 Reporting Services Workshop o System Center Configuration Manager (SCOM) 2007 SP1-R2 Workshop o Windows Server 2008: Deploying and Managing Failover Cluster ** o Windows Vista Application Compatibility for Enterprises Workshop** o WorkshopPLUS - Advanced Win32 User Mode Debugging ** Page 11 of 78

12 Proactive Support and Consulting Services A large variety of proactive services are available to connect you with Microsoft subject matter experts who can help you proactively manage the Microsoft technologies in your environment according to Microsoft best practices. The services available range from informal guidance to help your team answer specific questions related to a current project, to in-depth operations consulting and engineering services that offer deep expertise in a specific area. Proactive Services are categorized into four different types: Guidance, Reviews, Health Checks/Assessments and Operations Analysis and Improvements. Guidance Guidance is an informal service available to help your team answer specific questions related to a current project that utilizes Microsoft technology. This service is applicable in all phases of a product lifecycle and can be delivered in a variety of ways from onsite technology briefings, question and answer sessions via phone/ or an onsite meeting. Review Reviews offer in-depth support consulting on a specific component of a complete or nearly complete Microsoft product design or implementation. The deliverable of a review is a formal document outlining the Microsoft best practice recommendations provided throughout the course of the engagement. Health Checks/Assessments This service type provides a point in time assessment of a current piece of Microsoft infrastructure or operations to help identify potential areas for improvement according to Microsoft best practices. A report highlighting the areas of concern and recommended remediation is provided at the end of the engagement. Operations Analysis and Improvement This service offers a deep analysis of a particular service area of Microsoft technology within a deployed design that is inclusive of people, process and technology issues. Operations Analysis and Improvements are designed not only to provide you Microsoft technical and operational best practices, but also custom consultation for implementing them in your environment. A summary of information gathered, decisions made and an implementation plan and additional best practices to help improve the identified areas of concern will be provided in a formal report and the end of the engagement. Page 12 of 78

13 All Technologies Advisory Services Foundation Microsoft Services Advisory Services Foundation is a fixed-priced, annuity-based offering that provides innovative, market-leading advisory services through a structured one-year program of Architecture and Planning activities and deliverables. This offering supports the realization of value from an enterprise customer s investment in Microsoft technology. The program of predictable engagement activities can be flexible to best meet a customer s business priorities, supported by a range of optional Custom Add-On Services. With clearly defined and practical deliverables from each activity, CIOs, and senior decision makers can easily and accurately predict and measure the value to their business. Architecture and Planning Advisor For CIOs who aim to realize the full value of their investment in Microsoft technology, this Offering delivers strategic advice and programmatic advocacy across the breadth of Microsoft. Your Advisor brings years of experience, an extensive and proven toolkit and a set of methods based on best practices from hundreds of successful engagements worldwide, to help equip you and your team to mitigate risk and solve business challenges. Architecture Transformation (Project Based) To ensure IT initiatives positively impact your bottom line, you need a clear view of how your business capabilities contribute to your strategic objectives. Microsoft Services Architecture Transformation supplies your organization with critical insight, allowing you to prioritize projects and make strategic decisions that deliver business value. Operations Strategic Review (OSR) for Service Management The Operations Strategic Review (OSR) develops a high-level roadmap for process improvement in support of IT s business-validated vision, strategy and project plans. This includes defining immediate actions to address pressing needs and scheduling longer term continuous improvements. This roadmap is developed by uncovering significant weak points and identifying corresponding solutions that deliver specific levels of IT service to your business. This is delivered as a series of recommended continuous process improvement programs addressing people, process, and technology solutions. Platform Rationalization (Project Based) Platform Rationalization can help your organization extract more value from IT budgets and improve the efficiency of the IT environment by offering a proven approach to rationalizing applications and infrastructures. Page 13 of 78

14 Database Assessment and Roadmap for Business Intelligence The Microsoft Services Assessment and Roadmap for Business Intelligence gives customers an opportunity to utilize Microsoft s expertise to streamline their business intelligence processes to match their precise business needs. This offering includes an analysis a company s current state and expert support in aligning functional goals with business strategy and documenting a business intelligence roadmap tailored to their business. This BI Blueprint will offer complete ecosystem guidance from the operating system to the end-user interface regardless of current architecture. Business Intelligence Reporting and Analysis Microsoft Services can empower your organization to make better, faster, well-informed decisions with a Microsoft Services Business Information Reporting and Analysis solution that will deliver the right information, to the right people at the right time. Microsoft Services has the right experience and capabilities to assess your business and technology needs, and to design a solution to facilitate widespread end-user adoption. Using Microsoft technologies, we will help you connect your existing information assets and unlock the value of your existing technology investments. Combining Microsoft products and services we will deliver a solution that fits into the way information workers do their jobs, with the security, centralization, and flexibility that the IT department requires to be successful, and in a way that makes it cost-effective to get the right set of tools to every information worker in your organization. Consolidation, Virtualization, and Management Services for Microsoft SQL Server The Consolidation, Virtualization, and Management Services for Microsoft SQL Server Offering from Microsoft Services helps customers reduce costs and derive better business value in an optimized SQL Server infrastructure. Desired Configuration Monitoring (DCM) for SQL Server 2000/2005 ** DCM helps IT groups apply Microsoft IT and IT Infrastructure Library (ITIL) best practices, processes, tools and templates to establish baseline settings for servers and applications, standardize these settings among multiple servers and automate ongoing configuration management exception reporting. The offering also includes the installation of the Desired Configuration Monitoring tool to dynamically report on complexity in the environment so remediation can be planned and to automatically audit changes and deviations from baselines. This helps reduce configuration complexities and provides a proactive approach to releasing updates and new products, and managing change. Enterprise Data Warehousing The Enterprise Data Warehousing solution from Microsoft Services will build an enterprise consolidation point for your operational data. Historical data and current data will be made consistent and available to provide the definitive single point of view of your organization. With a single-source, one-stop shop for your enterprise data, you can begin to better leverage one of your company s greatest assets and provide penetrating views and trends into the business. Page 14 of 78

15 Migration Service for Microsoft SQL Server 2005 (Oracle) Microsoft Services can quickly get you up and running with your robust new data management platform with advanced data analysis and reporting. You can benefit from all that SQL Server 2005 offers, such as higher availability, improved scalability, and increased security. And with Microsoft Visual Studio 2005 and the Microsoft.NET Framework, you can even accelerate the development of business applications as much as 40 percent. Migration Service for Microsoft SQL Server 2005 (Sybase) Microsoft Services can quickly get you up and running with your robust new data management platform with advanced data analysis and reporting. You can benefit from all that SQL Server 2005 offers, such as higher availability, improved scalability, and increased security. And with Microsoft Visual Studio 2005 and the Microsoft.NET Framework, you can even accelerate the development of business applications as much as 40 percent. Migration Service for Microsoft SQL Server 2008 (Oracle) Microsoft Services can quickly get you up and running with your robust new data management platform with advanced data analysis and reporting. You can benefit from all that SQL Server 2005 offers, such as higher availability, improved scalability, and increased security. And with Microsoft Visual Studio 2005 and the Microsoft.NET Framework, you can even accelerate the development of business applications as much as 40 percent. Migration Service for Microsoft SQL Server 2008 (Sybase) Microsoft Services can quickly get you up and running with your robust new data management platform with advanced data analysis and reporting. You can benefit from all that SQL Server 2005 offers, such as higher availability, improved scalability, and increased security. And with Microsoft Visual Studio 2005 and the Microsoft.NET Framework, you can even accelerate the development of business applications as much as 40 percent. Online Analytical Processing Businesses have the capability to collect virtually endless amounts of data from disparate sources and store it in multiple locations in a variety of formats. Much of this data is useful for planning the future direction of an organization if there is a way to effectively manage, analyze, and understand the sea of information. From a competitive standpoint, the ability to analyze data from multiple points of view is crucial for future product or services development planning. In order to see the big picture, it s necessary to manipulate the myriad components that make up the picture. What happens if there is too much information, not enough information, or the wrong kind of information? Without a way to understand and analyze it, even the most useful information is nothing but a random collection of bits on a server. Risk Assessment Program for SQL (SQLRAP) ** Used to evaluate customers production SQL Server implementations to ensure productive use. Includes a review, a hands-on knowledge transfer and a report that details health along with findings and recommendations. Page 15 of 78

16 Service Level Management (SLM) for SQL This engagement focuses on establishing a services-based approach to managing the IT ecosystem. It includes installation of a Scorecard Solution for measuring key metrics needed to manage a service, creation of a services map to illustrate the true complexity and dependencies for an end-to-end service, definition of Service Level Agreements (SLAs), definition of Operating Level Agreements (OLAs), and implementation of service review meetings to drive a culture of iterative improvement. SQL Performance Review In a significant number of applications, the bottleneck resides on the backend tier. The ACE SQL Performance Review is designed to monitor, configure, and optimize SQL Server 2005 / 2008 databases to eliminate these bottlenecks and improve end user response times. SQL Server Design and Migration, and Operations Review This review offers the customer Microsoft best practices and technical guidance for designing a SQL Server system and covers various SQL Server design topics such as schemas, modeling, indexes and table design that are outlined and delivered to the customer in a formal report. SQL Server design reviews typically focus on a pre-production application and system. SQL Server Disaster Recovery/Service Continuity Review The purpose of this review is to help customers to develop a solutions and processes to recover a SQL Server system based on Microsoft best practices. This service provides a comprehensive review of all aspects of a critical SQL Server from various technologies to systematic planning and preparation as they relate to disaster recovery. Recommendations are outlined in a formal report upon engagement closure. SQL Server High Availability Operations Review This offering begins with a review of the customer's current business goals pertaining to SQL Server availability, including adherence to the Windows Catalog (formerly the Hardware Compatibility List (HCL)), 64-bit technologies, clustering, & if appropriate other technologies such as replication & database mirroring, followed by an assessment of current pain points to determine the focus areas for improvement. A SQL Server Consultant collaborates with the customer's team to help identify opportunity for improvement in terms of their processes, procedures, operational practices, people, and tools as they relate to SQL Server high availability. SQL Server Operations Analysis and Improvement (OAI) for Availability This two to six week engagement begins with a review of the customer's current business goals pertaining to SQL Server followed by an assessment of current pain points to determine the focus areas for improvement. A SQL Server Microsoft Professional then collaborates with the customer's team to help identify opportunity for improvement in terms of their processes, procedures, operational practices, people and tools as they relate to SQL Server availability. The goal of this service is to provide recommendations and activities for process-based improvement in your environment through a series of in depth interviews and analysis of existing operational data and documentation. Page 16 of 78

17 SQL Server Performance, Operations, and Scalability Review The goal of this review is to help a customer ensure that their SQL Server environment is performing optimally. This includes a customized analysis of system bottlenecks, database design, and identifies potential SQL Server performance issues. Guidance on key settings including memory and database configuration to help prevent performance and scalability problems is also provided. All recommendations are outlined in a formal report upon engagement closure. Upgrade Service for Microsoft SQL Server 2005 This Offering gets customers up and running by using an upgrade engagement with a robust new data management platform with its advanced data analysis and reporting. Customers can benefit from all that SQL Server 2005 offers, such as higher availability, improved scalability, and increased security. Upgrade Service for Microsoft SQL Server 2008 The Microsoft Services Upgrade Service for Microsoft SQL Server 2008 Offering is designed to help customers deploy a Microsoft SQL Server 2008 solution by enabling next-generation data center applications with Microsoft vision so customers of all sizes can derive value from ALL data, from birth to archival. Development Advanced Application Blocks for Services Oriented Architecture The Microsoft Advanced Application Blocks for Service-Oriented Architecture is a collection of reusable software components (application blocks) designed to accelerate software and services development with complex, enterprise-level Service-Oriented Architecture (SOA) and Software and Services (S+S) development projects. Application Deployment Service for SAP The Microsoft Services Application Deployment Service for SAP Offering is designed to assist customers deploy their new SAP system. Compared to alternative platforms, the deployment on Microsoft s Application Platform will provide lower total cost of ownership of running businesscritical SAP applications, ensuring that quality attributes such as improved security, high-availability, reliability, performance and scalability meet, or exceed customers business needs and technical requirements. Application Design Guidance ** This type of guidance provides the customer resources to review the high level aspects of their software or application design. Coordinating how a customer's networking, database, and web components work together is often part of the discussion. This guidance is delivered informally through a series of whiteboard discussions with subject-matter experts who provide feedback on architectural questions. Application Load Test The Application Load Lest identifies and isolates an application s performance bottlenecks under simulated multi-user workload in order to meet or exceed expected traffic requirements. This is useful in determining if or how well an application will scale up (adding hardware) and scale out (adding web boxes with a copy of the application to distribute load.) Page 17 of 78

18 Application Network Analysis Application Network Analysis measures, analyzes, and fixes end user delays by reducing the number and size of objects traveling from your web server < network connected > browser. This allows the web application to efficiently and consistently handle the single factor the Operations Engineers has zero control over, the last mile. Application Performance Active Monitoring System The ACE Performance Active Monitoring System (PAMS) is designed to monitor web application performance on a daily basis based on client execution of business scenarios. The primary function of PAMS is to systematically execute pre-defined business transactions, and measure the corresponding end user s response times, to demonstrate performance improvements made in a web application over time. Additionally, the system could be used to determine unexpected performance degradation in a web application and help support analysts verify / pinpoint poor performance circumstances reported by end users. Application Performance Review The Application Performance Review reveals obvious performance issues in applications by walking through common user scenarios and analyzing what is happening on the front and back ends. It helps resolves performance issues that would limit application scalability, before proceeding to the Application Load Test. Application Security Threat Model / Design Review The Application Security Threat Model / Design Review service provides you with data that will help you understand potential threats to your mission-critical applications and the steps needed in order to mitigate risk associated with each threat. Microsoft will perform a careful examination of your application design, looking for weaknesses in the design choices and implementation. By engaging Microsoft to perform a security design review of your mission-critical applications, you reduce the risk of financial loss, as well as asymmetrical risk to reputation at the hands of malicious hackers. ALM- Competency Improvements Workshop Microsoft Visual Studio Team System was built with teams that focus on Agile software development in mind. The fundamental reference for such a process within Visual Studio Team System is MSF for Agile Software Development. This two-day ALM workshop helps project managers understand how to apply proven project management techniques to MSF Agile projects using the Visual Studio Team system. ALM- Enterprise Testing Improvements ** Microsoft Services Application Lifecycle Management Enterprise Testing Improvement brings over 30 years of development and 15 years of IT consulting experience to you and your Customer. Microsoft architects and consultants provide Customer Quality Assurance and Testing teams with the knowledge and tools for success. This service helps your Customer assess and subsequently deliver the process guidance and tools needed to significantly increase the maturity of their quality assurance and testing efforts throughout the application development lifecycle. With this Microsoft Services offering you will provide for your Customer: - A roadmap to implement an improvement program. Page 18 of 78

19 ALM- Fundamentals for Custom Application Development ** The short- and long-term scope of Application Lifecycle Management (ALM) Fundamentals for Custom Application Development is to provide Microsoft Services field consultants with the guidance, process, tools, and coaching to successfully deliver complex software development projects to our customers. The value of Microsoft Services ALM Fundamentals for Custom Application Development is to have customers recognize how a well-managed and well-executed application lifecycle can increase ROI of their application portfolios. Our work defines us as industry thought leaders, solution innovators, and masters of the people, processes, and tools involved in ALM practices. ALM - Release Management with VSTS Release Management is an integral part of shipping products but an often over-looked area that invariably contributes to shipping delays, product recalls/re-releases, lack of well-enforced release criteria be it feature completion, security compliance, development practices, bug bars, build and testing practices, and version control management. The 2 day engagement will focus on how to effectively use Visual Studio Team System (VSTS), Team Foundation Server (TFS) in areas such as Governance, Strategies, Best practices, Source Control Management to establish and ensure the success of a release management discipline for the customer s application lifecycle management. ALM - TFS Lab Pilot Team Foundation Server is an integral component of the Application Lifecycle Management Framework from Microsoft Services. The Team Foundation Server Lab Pilot helps reduce your implementation risks by providing an evaluation and training environment you can use to assess capabilities and identify the best way to address the development challenges your organization may face. Your staff can begin to develop and receive training on product and process competencies before full implementation. This pilot can help dramatically increase solution adoption speed and prepare your team for production implementation. With Team Foundation Server, Microsoft Services can help you manage application development by employing the following capabilities: ALM- TFS Production Pilot The Microsoft Services Application Lifecycle Management offerings combine Microsoft software with Services designed to meet your application development objectives. Our Application Lifecycle Management offerings address your end-to-end application lifecycle needs and enable you to prioritize and implement capabilities in the order that best suits your organization. Application Replatforming Service for SAP The Microsoft Services Application Replatforming Service for SAP Offering is designed to assist customers with replatforming their SAP system. The solution will help reduce the total cost of ownership of running business-critical SAP applications while maintaining or improving quality attributes such as security, high-availability, reliability, performance and scalability. Assessment and Roadmap for Application Lifecycle Management (ALM) The Application Lifecycle Management (ALM) Assessment provides customers with deep insight into the maturity of their software development capabilities. The program is delivered as a five-day consultant-led engagement and requires a commitment from the customer to making representatives of their development organization available to the consultant team. Page 19 of 78

20 Assessment and Roadmap for Services Oriented Architecture The Microsoft Services Assessment & Roadmap for Service Oriented Architecture (SOA) provides the enterprise a decisive, vendor-agnostic perspective regarding their existing and future SOA capabilities. It delivers a tailored SOA Roadmap with prioritized recommendations, supported by comprehensive enterprise SOA assessment findings documentation, the SOA Maturity Model Workshop, and a Services Inventory with dependencies and adoption levels. Code Review ** This service will analyze a customer s application source code to determine any areas that may potentially cause a support issue in the future and make appropriate recommendations based on Microsoft best practices. An additional goal of this engagement is to help uncover any performance hindering code, leaks, crash situations, deadlocks, heap corruption or other issues that might cause support issues post-release. Code reviews delivered are from a supportability standpoint; security may only be touched upon as an overview in this review. Decision Accelerator for Connected Systems The Microsoft Services Decision Accelerator for Connected Systems Offering is a great way to envision your next strategic application to meet business needs. Develop real business advantage through better solution design that sets the stage for decreased time-to-deployment and inherent design for change. Using a modern application approach rooted in service-oriented architecture and composite applications patterns, IT can make significant strides in breaking down barriers between previously segregated applications. As a result, customers will drive improved alignment between business divisions and IT, driving agility while optimizing IT costs. Development Services for Rich Internet Applications Microsoft Services Development Services for Rich Internet Applications Offering articulates the business challenges of a custom application through the eyes of the user in various situations. To do this, the Offering delivers the Vision Demonstrator, a powerful communication tool that customers can use within their organizations. The Offering also clearly defines a time-boxed engagement period for both the short term and the long term. Enrollment for Application Platform Enrollment for Application Platform helps to alleviate concerns around Problem Resolution Support (PRS) for SQL Server, SharePoint Server and BizTalk Server by simply including it, allowing customers to focus on being proactive versus reactive. It enables them to focus on preventing incidents in the first place, increase productive use and accelerate adoption of the products purchased through Microsoft Volume Licensing, provide same level of service as our key competitor (Oracle). IIS Health Check ** This Health Check provides insight into the health of your IIS environment. This multi-day engagement uses a variety of tools to collect data and statistics of the most important and critical aspects of your IIS environment. The goal of this Health Check is to proactively diagnose and analyze the data collected, make recommendations based on Microsoft best practices and help avoid any problems from surfacing in the future. Page 20 of 78

21 MIIS Health Check ** The MIIS Health Check reviews existing deployments to ensure that best practice guidelines are being leveraged to provide a flexible, secure, and dependable solution to identity management. The evaluation consists of reviewing the current MIIS configuration as well as business processes around managing MIIS custom components. MSMQ Health Check ** The MSMQ Health Check inspects and analyzes the configuration of your organization s MSMQ enterprise. It includes a review of the following areas: MSMQ clients/servers, domain controllers, enterprise-wide configuration settings, clustering, queue configuration, and MSMQ related code. SAP System Health Check and Architecture Review This fixed-term two-week engagement targets SAP customers running SAP Netweaver (or previous versions, like SAP R/3) on Microsoft SQL Server (any version). The purpose of this review is to help customers deploy and operate SAP Netweaver based on best practices published by Microsoft and SAP. The engagement begins with a review of the customer's SAP program goals pertaining to Microsoft s application platform, followed by an assessment of current pain points to determine the focus areas for a deep-dive analysis. Security Development Lifecycle for IT (SDL-IT) Process Engineering ** Based on the experience of developing and evolving SDL-IT, a application risk management process within Microsoft IT, SDL-IT process engineering provides customers with an easy way to integrate controls to help ensure the security posture of their enterprise application portfolio. This service will enable customers to develop more secure applications by integrating and sustaining an overall security process into their own software development lifecycles. Service Oriented Architecture Infrastructure The Microsoft Services SOA Infrastructure solution provides service virtualization through an architecture that uses metadata to define service behaviors that are interpreted at runtime to provide core capabilities such as versioning, protocol mapping, management, routing, and run-time policy enforcement. This lets developers focus on building new functionality and provides a foundation on which you can deploy reusable infrastructure capabilities available across all services. Service Oriented Modeling- Pilot Service oriented modeling (SOM) aligns business value and SOA. Microsoft Services Service Oriented Modeling offering provides a unified set of integrated tools that enables you to discover key business capabilities as well as SOM modelers to model and transform the business capabilities, business entities, and business processes into services. Strategy and Planning for Service-Oriented Architecture Services Discovery Deliver the strategy plan, business case, value measurement, and architectural plan for the specific business scenarios and goals. Page 21 of 78

22 Win32 and.net Code Guidance ** Guidance is available for a customer s implementation of an application that uses Microsoft technologies. Subject matter experts will analyze an application's design, architecture, and code implementation to determine if Microsoft best practices are being followed and provide recommendations. This service can have various deliverables depending on the scope and customer need including focus on a single module or the entire application code. Windows Workflow Foundation Guidance Windows Workflow Foundation (WF) represents a paradigm shift for developers who are accustomed to writing.net applications. WF represents a new way of software development in which you model your software in a design environment that represents what you would normally create in a code only solution. As a result of this paradigm shift, architects and developers are often challenged to try to understand where workflow fits into their applications and how to apply this new software modeling approach. Page 22 of 78