Examples and Key tasks associated with ITIL management framework in Microsoft exchange environment.



    Dear all,


    Can anybody tell me at list 3 to 4 examples and Key tasks associated with steady-state messaging system administration which will fall under following category?


    Incident Management

    Problem Management

    Change Management

    Configuration Management  

    Release Management          
    Exchange Admin
    Monday, April 06, 2009 11:31 AM


  • Well, it is difficult to give example but I tried here to explain in better way with some of the examples...

    Incident Management: When any incident happens and messaging system or any component is down then it falls under Incident Management. Like Exchange server down, Service is stopped, Store dismounted, user login problem, virus outbreak etc... and you need to quickly restore the service back to normal condition by providing work around, temporary solution or quick permanent fix.

    Problem Management: When any incidents occurs frequently (any incident from Incident Management) then you need to find the root cause and fix the problem permentatly, this comes into Problem management. Like finding root cause of Server down, service stop, store dismount, user login etc and fix it by giving permenent solution.

    Change Management: The objective of Change Management in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure, in order to minimize the number and impact of any related incidents on service. Great examples of this are, installing critical security patches and hotfixes of Exchange for scheduled outbreak whenever released by Microsoft, changing configuration for better service like implementing certificates for OWA and POP3/IMAP service, Installing Service Packs....

    Configuration Management: Configuration Management process tracks all of the individual Configuration Items in an IT system. So when you implement any new things or keeping existing configuration records in document like saving connector settings, authentication methods, Email address policies, list of accepted domains, list of store quota and online maintenance schedule etc... in short record all the settings and configurations starting from top to bottom of Exchange environment. 

    Release Management: This defines the mechanisms of building and releasing software/infrastructure. When you are planning new version of Exchange server to put in production and before it you test into testing environment, manage or calculate the design requirement, plan for licenses, hardware costs and when finally you release into production is called Release management. 

    Amit Tank | MVP - Exchange | MCITP:EMA MCSA:M |
    • Proposed as answer by Xiu Zhang Tuesday, April 07, 2009 10:04 AM
    • Marked as answer by Amit Tank Sunday, April 12, 2009 3:24 PM
    Monday, April 06, 2009 12:59 PM