Module 2: IT Professionals in an Enterprise

1. Module 2: IT Professionals in an Enterprise

2. Module 2: IT Professionals in an Enterprise • IT Professional Roles • IT Management and Processes • Professional Development for IT Professionals

3. Lesson 1: IT Professional Roles • Discussion: IT Professional Roles • Job Responsibilities of an Enterprise Administrator • Job Responsibilities of a Server Administrator • Job Responsibilities of a Desktop Support Technician

4. Discussion: IT Professional Roles What are some of the IT professional roles in an enterprise?

5. Job Responsibilities of an Enterprise Administrator An enterprise administrator is typically responsible for: High level tasks ü Planning ü Troubleshooting difficult problems ü Team management ü

6. Job Responsibilities of a Server Administrator A server administrator is typically responsible for: Daily management of servers ü Monitoring server performance ü Resolving server level problems ü

7. Job Responsibilities of a Desktop Support Technician A desktop support technicianis typically responsible for: Deploying desktop computers ü Maintaining desktop computers ü A desktop support technician has more user interaction than some job roles

8. Lesson 2: IT Management and Processes • What Is ITIL? • What Is MOF? • What Is an SLA? • What Is Change Management? • Incident Management • Incident and System Documentation

9. What Is ITIL? The IT Infrastructure Library (ITIL) is a set of books with best practices for IT service management Following best practices can: • Reduce costs • Improve customer satisfaction • Improve productivity Understanding ITIL allows all IT professional roles to increase their performance

10. What Is MOF? MOF Components: • Team model • Process model • Risk management model Microsoft Operations Framework (MOF): • Describes proven team structures and operational processes • Applies best IT practices • Improves the efficiency and quality of IT operations • Is based on ITIL

11. What Is an SLA? A service level agreement (SLA) is an agreement between an IT group and an organization that defines expectations for IT system performance

12. What Is Change Management? Change management may include: Change management benefits: • A formal process • A change management board • Better coordination of changes • Reduced incidents of changes causing unintended results Change management is the process by which changes are approved, implemented, and monitored

13. Incident Management For example: A user calls the help desk 1 The Help desk attempts to resolve the problem 2 If unresolved after 30 minutes, the problem is escalated to the responsible server administrator 3 The server administrator attempts to resolve the problem 4 If unresolved after 1 day, the problem is escalated to the enterprise administrator 5 The process for managing an incident is defined in an SLA

14. Incident and System Documentation Properly updated documentation simplifies: • Change management • Troubleshooting • Disaster recovery Documentation is an essential part of system maintenance

15. Lesson 3: Professional Development for IT Professionals • Certifications • Windows Server 2008 Certifications • Options for Formal Training • Other Learning Resources • Microsoft Technical and Support Resources • Soft Skills for Successful IT Professionals

16. Certifications Certifications: • Show a defined level of expertise with products and technologies • Offered by many vendors Microsoft certifications: Architect Series: The Microsoft Certified Architect program allows companies to easily identify experienced, trusted, IT architects that have completed a rigorous industry-drive peer validation process. Professional Series: Professional credential validate a comprehensive and current set of skills required to be successful in the job, providing a reliable indicator of performance. Technology Series: Technology Specialist certifications let you target specific Microsoft technologies and gain in-depth skills for working those technologies.

17. Windows Server 2008 Certifications MCTS certifications: • Windows Server 2008 Active Directory Configuration • Windows Server 2008 Networking Infrastructure Configuration • Windows Server 2008 Applications Platform Configuration MCITP • Server Administrator • Enterprise Administrator

18. Options for Formal Training Classroom training E-learning Distancelearning Self-study

19. Windows Server 2008 Classroom Courses Some Windows Server 2008 Classroom courses are: • Course 6420: Fundamentals of Windows Server 2008 Network and Applications Infrastructure • Course 6421: Configuring and Troubleshooting a Windows Server 2008 Network Infrastructure • Course 6424: Fundamentals of Windows Server 2008 Active Directory • Course 6425: Configuring Windows Server 2008 Active Directory Domain Services • Course 6435: Designing a Windows Server 2008 Network Infrastructure • Course 6436: Designing a Windows Server 2008 Active Directory Infrastructure and Services • Course 6437: Designing a Windows Server 2008 Applications Platform Infrastructure

20. Other Learning Resources Magazines Web sites User groups Peers Books

21. Microsoft Technical and Support Resources Microsoft technical and support resources include: • TechNet • Microsoft Web site • Microsoft blogs • Phone support • Microsoft consulting

22. Soft Skills for Successful IT Professionals Successful IT professionals have the following non-technical skills: • Project management • Organization and prioritization skills • Teamwork and collaboration • Verbal communication skills • Business writing

23. Lab: Developing a Training Plan • Exercise 1: Review Information about Microsoft Learning Resources • Exercise 2: Create a Training Plan Estimated time: 30 minutes

24. Lab Review • What factors did you need to consider when developing your training plan? • Why did you select the certification goal that you did?

25. Module Review and Takeaways • Review Questions • Real-world Issues and Scenarios • Best Practices