A virtuous cycle, according to Wikipedia, is a system of events
that includes a feedback loop "in which each iteration of the cycle reinforces
the first," and "a virtuous cycle has favorable results." That definition pretty
well describes the effect of the Exchange Server Best Practices Analyzer (ExBPA),
Microsoft's automated scanning and reporting tool that lets you check your Exchange
configuration against current Microsoft best practices. Since Exchange Server
2003's ExBPA launched in September 2004, its scope has continually broadened
from approximately 500 best-practices rules and 300 related online articles
to 3,000 rules with approximately 1,500 related articles today. The rules are
based on best practices derived from customer support data and contributed by
Exchange users.
But the tool's growing scope isn't the only favorable result of ExBPA, as I
learned in a recent conversation with Jim Lucey, a supportability program manager
for Exchange in Microsoft's Customer Services and Support (CSS) organization,
and Clarence Satchell, a program manager in Premier Field Engineering. In addition,
Jim told me, "ExBPA is a proactive tool, but our feedback to the product group
was that customers have a lot of other pain areas: performance, mail flow, disaster
recovery scenarios, etc. So the product team has created more reactive rules-based
troubleshooting tools built on the ExBPA engine. They also built ExBPA into
Exchange 2007, so we have built-in tools for some critical situation areas to
help troubleshoot for our customers." (To learn about a couple of these tools,
see "The Exchange Performance Troubleshooting Analyzer" at http://www.windowsitpro.com/article/articleid/49524/49524.html.)
Another favorable result is that other Microsoft products, including ASP.NET,
ISA Server, and SQL Server now also have or are developing best practices tools.
ExRAP
An interesting outgrowth from ExBPA is the Exchange Server Risk Assessment and
Health Check Program (ExRAP), which Microsoft started in March 2005 for customers
who have a Premier Support contract. Clarence is in charge of ExRAP and told
me it's "an onsite engagement that consists of three phases: data collection,
analysis and reporting, and remediation. During data collection, we use tools
such as ExBPA and an operational survey with IT to gauge whether they're working
according to best practices." An example of the questions on the operational
survey is: "Do you have documented and communicated escalation matrices for
Microsoft Exchange Server outages? (Escalation matrices define escalation
paths to higher levels of technical resources and higher levels of management
based on duration triggers and severity triggers. For example, a severity 1
outage might be escalated immediately to Tier 3 support, and executive management
might be notified after 1 hour.)"
Next, Clarence explained, "From those results, we send
the data to [Microsoft IT] MSIT and generate a scorecard,
or benchmarking against MSIT best practices, to see where
this customer stands. The support engineer can review the
results and interject information as well, because everybody's environment is different. Once the information has
been finalized, we produce two reports for the customer:
one for the executives and a detailed report for IT."
Clarence continued, "Our scorecard uses red, yellow,
green (high, medium, low risk) indicators to rate dependencies such as networking, disaster recovery, security. From
those results, we have a dialog with the customer and do
a formal presentation at the end. We explain in detail each
of the issues we found and why they have a certain severity
associated with them."
Finally, Clarence said, his team loops back with the customer to "lay out a remediation plan that shows which findings are most critical and which ones need to be addressed
in what timeframe." Microsoft engineers can assist with
the remediation, or customers can fix the problems themselves.
The goal of ExRAP, Clarence says, is "to educate customers about the risk that's inherent in their environment.
They may have gone years without any issues at all or they
may have constant issues and don't know what's caused
them. We try to bring all this to light so we can reduce those
repeatable offenses."
Favorable Results
The most impressive aspect of my conversation with Jim and Clarence was discovering
how deeply they care about customers and how eager they are to improve not just
Microsoft's customer support, but also Microsoft's products. As Jim put it,
"I think customers would be amazed to know how much focus we put into understanding
customer pain and making sure product groups in the company understand that
pain. So many supportability fixes, solutions, scenarios are addressed in the
products. We're really trying to learn from groups that have done it well and
make that a best practice for other products struggling in that area." (For
more information on ExRAP, see http://www.microsoft.com/technet/itshowcase/content/exchrapissues.mspx.)
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