rilpoint_mw113

Enterprise Portal Governance Functional

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Contents

What This Document Provides

This SharePoint Governance Plan is a guideline outlining the administration, maintenance, and support of Company’s planned SharePoint deployment. It identifies lines of ownership for our business and technical teams and identifies who is responsible for which areas of the system. The plan also establishes rules for appropriate use of the SharePoint environments.

This governance plan ensures that our system is managed and used in accordance with its designed intent to prevent scope creep and chaos. Managing this enterprise-wide system involves both a strategic, business-minded board to craft rules and procedures for the use of the system and also a tactical, technically-competent team to manage the routine operational tasks that keep the system running.

Vision

Reduce IT overhead through standardized sets of key services (Identity (AD), Mail (Exchange), Desktop services and Collaboration) to support Agency-wide effort to reduce travel cost.

Mission

Provide a standardized and scalable Collaboration Service to address the business and productivity needs of Company knowledge workers globally located.

Service Delivery Goals


  1. Provide a Collaboration Service that enables employees to share information.
  2. Reduce security risk by using a standardized IT-hosted collaboration platform.
  3. Provide consistent corporate-branded collaboration “team” sites for file sharing, project management, business process management, and document management scenarios.
  4. Change corporate culture to keep “Master” documents on Enterprise assets (Collaboration servers). Enterprise assets should live on servers that run SharePoint Server, for easier backup, search, auditing, and lifecycle management.
  5. Encourage Business Practices around Green Computing – be conscientious about travel and use SharePoint Server and real-time computing technologies where possible to reduce carbon emissions from travel and paper use.

The following important areas must be addressed in the Governance (recommended by Microsoft)

Information Architecture

Site map and overall structure – Hierarchy of Site Directory

  1. Top Navigation Bar will have the following:
  1. Home
  2. News/Announcements
  3. Events
  4. Human Resources
  5. eTools
  6. Tasking/Info Memo
  7. Search
  1. Site directory will show 3 categories: Organizations, Functional areas, and Ad Hoc.
    1. Organizations:
  1. HQs
  2. East
  3. West
  4. Central
  5. APO
  6. AIMO
  7. NASA
  8. NSEO
  9. Centers
    1. Functional Areas:
  1. Contracts
  2. Engineering
  3. Quality
    1. Ad Hoc:
      1. EEO
      2. Union
      3. IPTs
  1. Each top level organizations will show all Offices and each Office site will show any other sub sites.
  2. This is how you would have to do it with SharePoint 2003. In 2007, the backend changes slightly so this is no longer a best practice. This would result in a “long” top navigation bar. The top bar should be generic and have a target audience of “All Users” in Company.

The Site Directory will take care of the organization of these ‘top level’ sites.
The Top Level sites/pages should be similar to “Home, eTools, Document Templates, Knowledge Base, Help Desk, Employees, Site Directory”
These are things that everyone, no matter where they are or what job function they perform will generally need.
Finally, for visual appeal, “Top-Level” sites must be limited to 7 or 8 items.Each Office will be site collection and all HQs directorate will be site collections – Plan about 100 site collections.

This is not what the user will see. This is merely a logical representation of the Site Topology.


Through the Site Directory, which is what users DO see, we can organize the sites in any way we choose (such as categorizing by Region and Special Products).

Naming convention for sites

Web-sites will be organized the same as the Company organizational structure, HQ, East, West, Central, International, Centers, AIMO, APO, NSEO, NASA, and functional areas: Contracts, Quality and Engineering. The naming convention for sites will be similar to the Bea Portal – Company XXX (Office Symbol), XXX will be Office names. Why even put “Company” in there since the entire Portal is Company. What is the value added? I agree, the shorter the better.However there will be a limit of 28 characters due to the width of the Quick Launch Column. If we make it too long, the Column becomes too wide and takes too much space of a page. Therefore, some offices will need to abbreviate the names. The URL for each site will include only the office symbols to reduce the total length of the URL.I recommend using ‘human-readable’ URLs. The length of the URL is mostly not relevant to the user. They will not be typing this in.


On the other side, SharePoint has a 255 character limit for URLs. This hasn’t been a big issue for me.

  • For organizational sites: use the official name and symbol, examples:
      • Company HQs
      • Company East (CompanyE)
      • Company Central (CompanyC)
      • Company Int’l (CompanyI)
      • Company AIMO
  • For sub-sites of organizational sites: use the office symbol at the beginning of the sub-sites, examples:
      • GC - Company Americas

(International Division Americas Office Office symbol for URL is GC)

      • AT – PBM

(Company Twin Cities PBM sub-sub-site, AT_PBM will be used for URL)

      • MP – PBM

(Company Philadelphia PBM sub-sub-site, MP_PBM will be used for URL)

      • HR – Human Resource
      • GC – General Council
  • For program sites : start with alpha/numeric designator, if any, then spell out the program, examples: Program sites will be managed by the Lead Office siteThis is a great idea if its located *logically* under the Lead Office. However, it should be in its own Site Collection for ease of management.
      • F-35 - Joint Strike Fighters Program
      • VH-71 Presidential Helicopter Program
  • For functional sites: spell out the name to be easily recognizable and searchable, examples:
      • Quality Assurance Site
      • Engineering Site
      • Contracts Site
  • Excellent plan, we should use this model throughout SharePoint.POC and alternate POC should be displayed in the main website for all sites

How to navigate through the site:

            1. Top level sites will be displayed on the top as horizontal bar and each site will have pull-down menu for all sub-sites.
            2. Sub-sites will also be displayed on the left side Quick Launch option under “Sites”.
            3. Quick Launch Menu will be displayed in the following order:Recommend we keep the default order. Otherwise, this would require a custom site definition.
                  1. Sites
                  2. People and Groups
                  3. Documents
                  4. Lists
                  5. Discussions
                  6. Pages
                  7. Pictures
                  8. Wiki

== How information will be targeted at specific audiencesDo we already have these groups in Active Directory? If not, they need to be created.

We’ll also need to actually define these groups. Creating Audiences is a manual process so we’ll need a list. == Special information targeted to a certain functional area audiences when necessary, Such as a message to all GS 1910, 1102 and all 800 series can be delivered as to groups consistent of these people.


Content types (Metadata)

The following metadata will be included for each document:

  • Author (Created by)
  • Created on
  • Last Modified by
  • Last Modified on
  • These are already there by default.Search word1,2,3,4,5 –a list will be developedThis will be near impossible. Also the word “Keyword” is a reserved metadata field that’s included by default. We would need another name.
  • Expire on

Service Delivery Requirements

Technical Requirements

  • Disaster Recovery – Disaster recovery environment setup? (SQL Server replication ?)
  • Uptime target 99.9% or better.
  • Recovery time is 4 hours or less for non catastrophic outages and 7 days for catastrophic outages.
  • Support calls to the 24/7 Help desk should receive attention within a maximum of 15 minute hold time without prior notification of high call volume, and resolution should be a maximum of 3 days for 90% of calls. Resolution is considered resolution by the user with the exception of no response. This service is considered business critical.
  • The hardware needs to scale and support growth of Company. The initial deployment should support at least 3TB of data with the ability to grow to 5TB over the first year. The initial deployment should support 10,000 internal users over the first year, and 5,000 external users.
  • Validate performance benchmark testing prior to rollout to establish baseline page and document performance levels, estimated at 5 seconds.
  • Security review required for all changes to the software and service installed, security penetration testing scheduled every quarterseems unclear, and will be performed during the maintenance window. The operations team will be notified by the security team the week prior, but no settings changes should take place prior to the test.
  • A maintenance window for planned downtime on Fridays at 18:00 Eastern Time for 2 hours will be provided and not count against availability SLAs. Longer planned maintenance downtime windows will require communication.

Business Requirements

  • Search requirements – search will be included across all content in SharePoint Server and a single page provided for search across all sites and all site collections
  • Login and authentication – users should be able to use CAC to login- single sign on.
  • Expiration – content expiration will be limited to site collection expiration policies enforced by the SharePoint Pioneer Group. No site will be deleted permanently without first notifying the owner, and then after some agreed-upon time the site should be backed up for quick retrieval prior to anything being deleted. These “archived” sites should be retained for a period of 1 year after being removed from the production system and restored upon request of either the site collection owner(s) or manager of the Office or business unit to which the site belongs..
  • Editing/Design/SharePoint Designer Usage Policies – Common look and feel across all sites with editing of workflows. SharePoint Designer will be limited to Site Collection managers.I recommend limiting SharePoint Designer even further. Or at least ensuring anything done with SPD goes to a change review board. SharePoint Change Review Board will approve the type of changes.
  • Auditing – The default auditing settings will be turned on consistently across all sites for the purpose of tracking deletions and auto expiration policies that should be turned on at the site collection level.
  • Site Templates – For the first phase the business units need the Team site, Document and various Meeting Workspaces, and Wiki.

BPR Project Management (IT-B)

Roles and responsibility

Project Director: provides the overarching management of this BPR project, including requirements definition, process reinvention, outcome identification and measurement, marketing, training and revision of policy and procedures.


It is critical to define the roles and their training requirements, and to decide who will be assigned to these roles.

  1. Farm Administrators

This role is responsible for Server and database management and will allocate physical infrastructure, install SharePoint, provision and configure web applications, and provide for top level security administration. It is responsible for installing SharePoint on the servers and monitoring its health. This also includes database administrators who create databases and schedule backups. This group plans server topology and plans server farm architecture. Training should include deployment practices, SharePoint Central Administration, monitoring, maintenance, backup/restore, disaster recovery, and management of Shared Service Providers.

  1. Designers

This role is responsible for SharePoint’s look and feel. This could be as simple as changing the color scheme to completely branding SharePoint to be consistent with internal policy. Site Collection administrator will also have this role.

  1. Developers

This role needs education on the structure to be followed in the organization for developing add-ins and solutions based on SharePoint technologies. This should include the deployment process, development environments, development life cycle management, coding standards, and policies such as security levels. This also includes writing codes for extending SharePoint or creating custom solutions with customized web-parts.

  1. Help Desk Personnel

This role is the first in line to the end users. Much of the training and education for the help desk should be focused around problem resolution and how to locate the right resources when needed.

D-1. SharePoint Tier 1 Operations

Local SharePoint experts, business owners, and the Help Desk are the first line of contact for all users with questions and problems concerning the SharePoint environments. Support staff helps users validate issues, understand features and functionality, resolve known issues and escalate issues that require additional expertise or back-end administrative access to the SharePoint Products and Technologies application or hardware. Help Desk technicians have SharePoint Products and Technologies experience and receive advanced training before they can assist end users.

Tasks include increasing site collection quotas, and change ownership where necessary. They will be given read access across the environment through Web application policies. (Escalation managers will be given full control to the content web applications.) No access at all to central administration for Tier 1. Their goal would be to focus on user issues, not changing settings in the Web applications, antivirus, blocked file types, and so on. These should be left to the Server Administrators Tier 2, ops team. The help desk should understand the site settings interface and list settings really well. These areas are where users can get stuck and will need help. Having access to these interfaces as support becomes more experienced will quickly result in faster resolution to support calls.

  • Takes all requests and escalations referred from the forums.
  • Creates and manages the FAQ/end user knowledge base.
  • Maintains and supports end user training materials.
  • Is aware and often involved in any planned downtime activities.
  • Meets with the Tier 2 team to ask questions and share knowledge.
  • Facilitates site creation.
  • Resolves site lockout.
  • Access and permissions related troubleshooting.
  • Account management and password resets.

SLA Key Metrics

  • Average Time To Resolution
  • # of Tickets open
  • # of Tickets closed
  •  % of Tickets closed within SLA (72 hrs service level agreement for example)
  • # of Tickets closed beyond SLA
  •  % of Tickets closed - User Response Dissatisfied
  •  % of Tickets closed - Satisfied
  •  % of Tickets closed - Highly Satisfied
  • # and % of Tickets escalated

D-2. SharePoint Tier 2 Support

SharePoint Server Admins and Operations Team - This team has exclusive SharePoint Server access to production. This team resolves any issues which require access to the farm or otherwise access. While the hardware and network are provided by other infrastructure teams, this team ultimately owns the environment. They are responsible for outages and isolating systemic issues. They take client escalations which relate to server issues including, but not limited to performance, site or service outages, restores, and server errors.

Some operations tasks may be allocated to a Tier 2 Operations SQL team:

  • Installation
  • Upgrade
  • Maintenance: hotfixes, service packs
  • Backup/restore – using Recovery Manager to recover items, but another Tier 2 Operations Backup team does the Server backups (SQL Server team does the SQL Server backups)
  • Disaster recovery solutions - may be another farm or virtual solution
  • Optional - Cluster and Load Balancing Support
  • Security and Authorization (DC support/Firewalls)
  • SQL Server Support and Maintenance
  • Database Consistency and Maintenance
    • Database Backup
    • Database Index Maintenance
    • Defrag
    • Disk Growth management
    • Disk IO monitoring
  • Disk Management
  • Virtualization Support
  • Dev environment support
  • Test environment support
  • Staging or Pre-Production

D-3. SharePoint Tier 3 Support

Tier 3 SharePoint Architect/Engineering Team with extensive SharePoint Products and Technologies experience, including those involved in the design and architecture of the system, provide tier 3 support.

Tasks

  • Planning for high availability
  • Upgrade validation and steps
  • Storage management
  • Performance management over time
  • Risk management
  • Database management plans and optimization techniques
  • Establishes Operations processes and best practices
  • Manages Cluster solutions
  • Virtualization and imaging solutions and testing
  • Reviewing usage reports and making recommendations for scale up / scale out
  • Firewall and security management reviews
  • Optimization plans and techniques
  • Meeting with the dev teams to ensure best practices
  • Investigating list scale, database scale, and site and site collection scale issues, and providing guidance and best practices
  1. Site Collection Administrators: (Proposed: Pioneer Group & KS group in IT-B)

This group includes power users who are site collection administrators. This role configures and extends site and list level feature sets. This includes branding, workflows, and other integration points. This group develops site hierarchy, Page Master and Templates and design ways to use SP. Training should include SharePoint Designer, Shared Service Provider interface for Search or other Service Management, Site Settings, and standard SharePoint site administrator interfaces.

  1. SharePoint Champions/Sponsors: (from Business Leaders)

This group is responsible for communication and marketing to the Company workforce on the benefits of SP.

  1. Site/Content Managers (On-site SP Experts selected from Divisions, Centers and Offices)

This group will establish sites to solve business problems and play the role of on-site experts to support on-site employees. They can be with any kind of background, but have good skills in applying and using Information Technology.

  1. End Users:

This role will account for the bulk of SharePoint users and skills will vary greatly. Core daily use will include basic navigation, search, and document management. Training focus should be on understanding lists, user interfaces, navigation, workflows, upload, offline, and interaction with client applications.

  1. I. SharePoint Change Review Board (SPCRB)

SPCRB will review any change request on a new or revised template, or web-parts and approve/disapprove. Members of the board will 7 people including one from each of IT-A, IT-B and IT-I, and 4 from Offices or HQ Directorates.


  1. KM (Knowledge Management)

KM provides guidance on the SP governance as SME. Members represent various organizations, such as HQ Directorates, Divisions, Centers, and Offices and are business personnel who understand how Company business functions.

Communication Plan

Develop Communication/Marketing Strategy

  • Company Director sends out an On Point message on SharePoint deployment to promote SharePoint within Company. Include the following:

What is SharePoint? A gateway to Company Information, services and application based on the following principles:

      • SP offers consistent look and feel
      • Navigation is intuitive and easy to use
      • SP enables Company to promote a clear and understandable message to all employees
      • SP eliminates duplicate efforts and redundancies or contradicting content
      • SP allows for notifications and alerts to users based on specific criteria
  • Keys to SharePoint Success:
      • Clear and defined objectives
      • Management backing
      • Formation of SP advisory committee (KM)
      • SP makes it easy to collaborate within their site
      • Define clear standards and governance
  • Once SP launches and in production, communication should go out to the entire Company workforce. Example:

“Starting from MMDDYY, you will be using SharePoint instead of Company Portal. This is an exciting time because this platform has been designed to provide a consistent look and feel along with user-friendly collaborative features that will enable you to quickly find the content you need to successfully do your job, increasing your productivity. To help you get familiar with this powerful platform, we have developed several training videos that are available for your viewing at any time at (URL).


This solution will enhance collaboration within Company and provide access to vital information provided by HQs, Divisions and Offices. Please take time to test out this new platform that will be an integral part of our day-to-day activities and will provide a new central location for content management.”

Deployment Process

  1. The sandbox will be provided by IT-I for developers and Pioneer Group to try and test various functions of SharePoint. (June 09)
  2. Development environment will be available for web-part (conversion from Portlets for e-Tools) developers by July 31, 2009.
  3. Training environment will be provided by IT-I by the end of Oct 09, where pilot groups will set up and try for 3 months. Whatever worked in this environment will be copied to the production site by Jan 31, 2010.
  4. Initial Launch will be Jan 31, 2010
  5. All Office sites, all HQ Directorates, all Centers and all functional area sites will be created using provisioning tool before the Lauch.
  6. 5 Beta (Pilot) Sites will be open to users from Feb 1 to Mar 31.Since we will have done 3 months of testing already, beta sites seems overkill and we create additional workload that could be completed before launch.

I recommend we create all the sites that will be needed by Office’s. Later, we can delete what isn’t used.
Doing Pilot Sites may prompt users to ask when their site will be ready to go.

  1. After Beta sites are used for 2 months, more sites will be open to users, after reviewing the site request forms. About 50 sites per month will be open from Mar to Aug.If planned properly, site creation is easy to do pre-launch. Its much harder to do post-launch.
  2. On May 31, 2010, a warning will be issued that the Bea Portal will not be available after 3 months.
  3. Bea Portal will not be available from Aug 31, 2010
  4. Evaluation of SharePoint Migration BPR will be completed by Dec 31, 2010.

Change Management

  • Marketing SharePoint
    • Road Show to Offices and other field offices to show the value of the SharePoint use
  • When we make new discoveries about SharePoint’s capabilities, don’t be surprised if everyone else doesn’t fall in line. People have to see SharePoint to believe its technologies. Only by taking on a few projects and showing SharePoint’s value can we start to get people on board.
  • When preparing a case for selling SharePoint, keep the following in mind:
  • Remember our audiences. Be ready to present a business case to multiple stakeholders many times over a project’s life cycle. We won’t just sell SharePoint once. Consider the different perspectives of executive management, operations, technical staff, and end users when preparing a case. Each of these stakeholders has a different set of criteria for evaluating SharePoint.
  • Get buy-in. If there is a particular individual or department that is a roadblock, court them early and often. If possible, get them to take a stake early in the planning phases and don’t let people or departments drop out of this process at any time.
  • Know your politics. Be aware of the formal and informal power structures at Company. If there is a chance that politics might hinder SharePoint Migration project’s success, consider using a consultant. Management is often more willing to listen to a third party than to an employee
  • Not Invented Here. A common roadblock to implementing SharePoint is the “Not Invented Here” syndrome. All organizations have people who are entrenched in using a current process or product that they refuse to relinquish.
  • Show business value. It is critical to show your stakeholders how this project adds value to the business. To executive management, business value often means financial return. Operations may see value in a project that streamlines business processes, whereas ease of use may appeal to a line worker.

Business evangelists to share power of SP with other business leaders

Make presentations to senior management team (Company Council) and try to find a champion there. It will be great if the Director buys in, but the Deputy will be good also. If not them, try Directors of General Council or Human Resource Mgmt.

Sponsorship/Governance Board/KM

Knowledge Sharing Coordinating Council is the authority on the SharePoint governance, so this body will act as the Governance Board. KM has monthly meetings where any important issues will be addressed.

Service Level Agreement

Service Level Agreement will be made for length of time and approval process to create a site, problem resolution through the Helpdesk, performance at Remote location.

Decisions on the following service level should be made:

  • Response Time no more than 5 seconds
  • Time takes for simple search, not more than 10 seconds
  • Duration for creating a new site—within 2-3 days
  • Helpdesk problem resolution – within one day
  • Performance level for remote users and teleworkers will be decided after testing It’s probably unfair to define this. Someone in Boston teleworking is going to get normal speeds but someone in Kuwait or Iraq will get almost unusable speeds.

Additionally, we don’t control the elements for teleworking… the individuals computer, the service provider and type of connection are outside Company’s control.
This should be defined as available or not available.for various regions.

Development and Configuration

Site definitions and Site Templates

Initially, all sites will be “Team Sites” and created using “team site template” that comes out of the box. A site collection administrator (SCA) can add more customized templates into the Template Gallery to be selected and used by all content managers. When one site collection administrator wants to add a new template, he/she needs to communicate with other site collection administrators to establish consensus As I mentioned previously, perhaps an internal change review board would work best.on the use of new template. Once all SCAs agree on the new template, SCAs needs to submit the request for approval to the SharePoint Change Review Board (SPCRB).

Wireframes of master page

Master Page will be designed by Web Design team (POC:Nadine Grant) that will comply with Company’s web design rules. Default style will also be changed or selected by the same team.

Branding, consistency, sub-branding

IT-A, IT-I and IT-B will work together to create the consistent branding with headers and footers and any allowable sub-branding (6/29 meeting)

Development standards

Need to develop standards and procedures for development Need change review board. Code can affect uptime and architecture so IT-I should be involved as well.and who will be involved in the development. SPCRB will review and approve the need for development. Currently only the IT-A development team led by Andrea Turner at Skunkworks will develop new web-parts. Any content managers will not be allowed to develop customized web-parts. New Web-part development or adding external web-parts will be reviewed and approved by SPCRB. If the cost of development exceeds $50K, the request for the development will follow the ITSG Milestone process for software developmentWhere is this process? Can we include a reference link? See Guidebook on this.

On-going code support

Code support will be provided by IT-A group led by Andrea Turner.


Infrastructure (IT-I)

SQL Database for a Farm or Site Collection?

Each database will have a limit of 100GB. If a single Site Collection uses the entire database and is near that limit, IT-I will analyze the business usage and determine a course of action. This most likely would involve splitting the site into 2 or more Site Collections.

How many Site Collections will be needed? – 47 Offices, HQ, East, West, Central, APO, AIMO, NASA, NESO, AQ, Eng, Quality, Centers. –total of 59? HQs Directorates may need to be site collections, -- FB, DS, HR, IT, GC, OC, AO, DM (8 more) – 67. Plan 100 site collections.'

Storage Requirements/Quotas per site Collection

Considering that a few Offices have already about 100GB size of storage on the ALUI Portal or Shared Drive, most Office will need 100 MG for their content. For example, Company Virginia needs 87.9 GB to hold their cleaned up share drive files; Company Atlanta has one project on the Portal which has 46.25 GB size of files; and Company Launch Vehicle Operation claims that they need 2 TB storage space. Quota for each Office will be decided on case-by-case, but initial quota will start low, such as 25GB, then add more as needed. How much storage/Quotas will be allowed for each sub-site of the Offices? Office Site/Content Manager will manages quotas for sub-sites.


Physical Topology

Add Statements and figures to show how servers are linked. Some statements on COOP.

Load Balancing

Add Statements on how load balancing will be performed to prevent any failure.

Communicate policies for site template deployment

Requirements for an enterprise-wide installed template should be known to all the content managers of all sites.

Monitoring uptime and downtime

Add Statements on how it will be monitored


Testing and provisioning (IT-B)

Create thorough test plans

  • Let site owners (Content Managers) know specifically what they need to test
  • Before creating a new site on the production site, content managers will first establish a new site in the training site to test various aspects of the site then when this site is working fairly well, migrate it to the production site. If a new site will be built using the out-of-the box Team Site template, it has already been tested. Sites cannot be migrated from one environment (development) to another (production) easily.
  • A list of test plan will be developed and made it to be available to all content managers

Offer a convenient mechanism for site owners to provide testing feedback

An on-going survey Also recommend putting up a survey for end users at launch time to collect feedback. We can make it anonymous or not.will be developed and made available to all content managers so that they can provide feedback. The feedback will be reviewed by IT-B (Project Lead) and take necessary actions.


Another on-going survey will be developed for end users to provide their feedback (make it anonymous so that we can get unbiased feedback).


Determine process and policy on expiration, compliance and auditing

All documents will have default expiration - 6 months after last accessed date Using the created date introduced a lot of problems.


What if someone has a document they update daily? You can’t change the created date without deleting and re-uploading.


What if someone has a template they always use that never needs to be modified, but they do use it?


Last accessed date may be a better option or simply allow content managers to clean up their sites when they reach their quota. unless the person uploading the document changes the default to something else.

Compliance will be checked through an auditing (automated tool?)Nothing built in to SharePoint. This would have to be purchased separate 3rd party tool.


Archiving documents

All documents that need to be archived into the “Record Center” must be identified as such. Any other documents need to be archived at a separate location also need to be identified. If no indication of Archive marker, all documents after expiration date will be deleted. All deleted files will be kept in the recycle bin for 2 months at site level, than another 2 months at the site collection level. Therefore, if a user deleted a file, and wants to retrieve it, he/she will have 4 months maximumThis will GREATLY increase our storage requirements. Further, Recycle Bin does count against a Site Collections quota.


I recommend we shorten this considerably.. After four months, it will not be possible to retrieve deleted files.

Operational Concerns

Features and Services

MySites

  • MySites will be enabled.
  • Through Central Administration, User Profile Service, Manage User Permissions: Remove Authenticated Users and add Company MySite security group.
  • Only users in the Company MySite group will be able to create personal sites.

Infrastructure Maintenance

Monitoring

Monitoring for smooth operation will be conducted by IT-I (NOSC), and any problems should be reported through normal channels.

Disaster Recovery Plan/Backup

Disaster recovery plan/Back up will be prepared by IT-I and shared with KM, including the impact of COOP on the Portal performance. The complete disaster recovery plan is included in the Portal Design Document.

Storage and Quotas

DescriptionLimitWarning
MySite (Personal Site)50MB45MB
Defined Site Collection - Default20GB18GB
Defined Site Collection - Medium50GB40GB
Defined Site Collection - Large100GB85GB
Ad-Hoc - Default1000MB900MB
Ad-Hoc - Large5GB4GB
  • "Defined Site Collection" is a pre-created Site Collection, such as a Office or Company Center Site.
  • "Ad-Hoc" are sites created for a specific purpose for a specified period of time, such as for a inter-Office project.

Quota Increases

If any request comes for increase in quotas, “quota template” will be used to raise quota up to the next available level. Requests must come from customer via a standard help desk trouble ticket and will be routed to the Portal Ops Team.

  • Note: Once the "Site Collection - Large" warning limit is reached:
  1. The request will be routed to the Portal Working Group for approval.
  2. The Portal Ops Team needs to assess the Site Collection and determine how to split up sites into separate content databases.

File types not allowed to store in the document library

Any audio files and Video presentations will not be allowed to store in the document library due to the storage limitations. These files need to be stored in the Company Video library.

Blogging and Wiki capabilities

Wiki will be allowed in various sites and allow external users to participate. NEED TO CHECK what is the business impact of disallowing external people to participate in Wiki.

Blogging will be allowed only in “My Site” when the capability to have “My Site” is provided.

Revisions of documents

Due to the storage limitations, only 3 versions of document ( Major revisions) will be kept in SharePoint. Excellent limit!!The more versions are kept, the more storage will be required. SharePoint allows minor revisions also, but the decision to allow minor revisions depends on the quota management of a specific site, or a site collection.


Risk/Concerns

The following are risks to an effective governance plan:

  • Inadequate support from the business leaders to affect proper governance.
  • Administrators or users refusing to abide by the given policies in this plan.
  • Scope of the service – As time goes on demands for expanding the service will require that we revisit the scope of this environment to extend beyond collaboration.
  • Insufficient resources including budget.

Training and Education

Site Collection Administrators training

The training for five Site Collection Administrator was conducted on May 27-29, 2009. This group is called SharePoint Pioneer Group (SPPG) and has meetings every two weeks to review the status on preparation for SharePoint implementation.

SharePoint Trainer Group (IT-B) training – by Oct 2009

About 10 Trainers at IT-B need to be trained so that they can develop training materials

Pilot (Beta) Group training

      • Pilot sites will be the following communities in the Bea Portal:
  • eBusiness Directorate
  • Company NSSO
  • Aircraft Operations
  • Company Philadelphia
  • International Division HQ
      • Site Managers Training – Oct 2009 (5 people)
  • Mike Fludovich (AO) and alternate
  • NSSO Alternate
  • Philadelphia Alternate
  • International Alternate
  • eBusiness Alternate
  • two people from Helpdesk
  • two people from Web Design team
      • Beta Site End-users Training – Jan 2010
        • Training will be lead by IT-B trainers using the training material available from Microsoft and/or EPC

Content Managers (SP on site Experts) training

There will be training session/workshops for about 100 content managers from Offices, Divisions, HQ Directorates, and Centers in Feb-Mar 2010. There will be a marketing sessions to get their buy in, and for them to establish relationships and networking among content managers with face time. This will provide them to talk about their experiences with Bea Portals and lessons learned to avoid with the SharePoint implementation. This is the time to vent their frustrations about Bea Portal.

Then there will also be additional hands-on training for 2-3 days at Company Office where they have hand-on training rooms, probably at Company Virginia, Company Chicago, Company Philadelphia, Company ???. Check with network people which Office has training rooms with computers

Help Desk personnel training

Help Desk personnel will be included for the SharePoint training at Content Manager level so that they will be capable of helping users better. We need to have well trained Helpdesk personnel at the beginning of deployment (minimum of 6 months) so that the end users are not routed around to find anyone who can help them.

End user training- Feb-May 2010

End-User training will be conducted by IT-B trainers using Adobe eConnect, on line, at 3 levels, Beginner, Intermediate and Advanced, about one hour long each. About 25 people at a time. (It will take too long to train all 9000+ people. Therefore, we need some other supplemental training, such as Web-based Training)We can possibly build in training into SharePoint (SharePoint Learning Kit). Currently, this is not a requirement and would require more time to implement.

Various modules of short SharePoint training video will be developed (Web-based Training: WBT).There are many videos already available for free from Microsoft.

WBT will be Small chucks of training modules as just-in-time training on the web and context sensitive training available from SharePoint screens. It will be video files that can be helpful when end-users are trying to do a certain task. This could be refresher course when users have already taken a course, but can’t remember how to do. (a potential external contract)

Development of training material

  1. Administrator training should includes topics such as the following:
  • An overview of SP within Company
  • SP’s overall site hierarchy
  • Overall Security model
  • Management of metadata and content types
  • Site and workspace templates
  • Support structure
  • Quick Launch and Top Link bar management
  • Web Parts management
  • Site design constraints
  • Master page management
  • My-site management
  • Developing custom lists and libraries
  • Site Provisioning
  • Central admin on Operations and application management
  • Governance model
  • Developing custome views
  • Reporting management, statistics
  • Web applications and Site collection management
  • Database management
  • Performance management
  1. End-user training should includes topics such as the following:

Beginner level:

  • An overview of SP
  • Intro to MOSS 2007
  • SP’s hierarchy of sites
  • Basic functionality
  • List and document libraries
  • Overview of security and permissions

Advanced level:

  • Metadata and content types
  • Version control, check-in and check-out
  • Integration with Microsoft Office applications (word, outlook, etc)
  • Notifications and alerts
  • Governance model
  • Support/helpdesk
  • Glossary of terms

Navigation & Taxonomy

How people find information

Sections Characteristics Owners
Central Enterprise Portal Permanent

Controlled; tightly governed

Push info to users

Dashboards

Applications, Content

Farm Administrator

Site Collection Admin

Enterprise level stakeholders

Division Portals Permanent

Controlled; tightly governed

Push info to users-Division Information

Dashboards

Applications, Content

Farm Administrator

Site Collection Admin

Division Business owners

Group/Team sites Permanent/temporary

Sharing info (Push/Pull)

Collaboration

Ad hoc, lax control

Offices /Groups /teams
Project Team Sites and Workspaces Short Lived, timed expiration

Collaboration

Ad hoc, lax control

Offices/Teams project owners
My Sites Permanent

Personal info

Pull information

Ad Hoc, Lax control

Farm Administrator

Employees

People will use “Site Directory” to locate a site to visit, other than the top navigation tabs, such as Home, News, Events, eTools, HR, Tasking/Info Memo and Serch. Site Directory will show all the sites under three categories: Company Organization, Functional Areas and Ad Hoc.

Best approach to find a specific document will be by Enterprise Search.

Enterprise Search

  • Integrate Taxonomy with search planning
  • Incorporate blogs and Wikis into the search results
  • Define relevancy settings
  • Define best bets
    • This is for the “Did you mean xxxx” feature. We need synonyms and misspellings in a text file.
  • Utilize Search words best bets
    • Establish Search words to be used at Company (check with DAU Taxonomy)
  • Using Web Parts and application definitions

SharePoint Business Review Meetings

Change Control, Operations, and Service review Meetings

While individual teams should meet on a more frequent basis, the following meetings should be set up and recur to address the various matters which occur for the SharePoint service.

Change Control Board – Weekly Standing meeting to review service change requests held when there are any pending change requests.

Operational Review – Performance and metrics review against service level agreements. Held monthly and ran by the BPR Project Leader with representation from IT-I, IT-A. All tiers of the operations teams from Tier 1 support, Tier 2 and 3 should be represented.

SharePoint Service Review by KM – Business requirements are reviewed to evaluate adoption and to ensure the various service goals are being met. In the beginning these service reviews may be monthly and move out to quarterly based on the needs of the stakeholders.

Communication to the KM regarding this Governance Plan or any governance activities or issues will be in the following forms:

  • Quarterly Review through scheduled meetings and impromptu conference calls.
  • Impromptu communications via e-mail.

Glossary (just collection, but not organized and cleaned up yet)

IT Governance Definitions

Governance Plan – a dynamic service definition setup to mitigate business and IT conflict and provided by established resources and stakeholders, consistent processes, and IT policies.

Service – The Standardized IT Offering

Service Definition – Description of the deployment to be delivered in a consistent and standardized way. It describes the offering by which the business can consume the delivery. The definition can change over time through a change management process as determined by CIO.

Change Management – As business and IT requirements change a process will be established to review these changes to implement them both for the service definition and the physical deployment. Rolling out service packs and hotfixes are an example of the physical deployment change. Changing the storage size for quota is an example of a change to the service definition.

Information – documents, calendars, tasks, and string of characters

Stakeholder – While there may be a virtual team designed around the delivery of the service, the stakeholders are those in the business and in IT that have a vested ownership in the success of the service. The key stakeholder may be the HR or Communications Director or the CIO. Stakeholders from IT may be the Service Owner (Web Infrastructure or IT Ops Directors, or eBusiness Director), the Lead SharePoint Architect.

Policies – rules and guidelines enforced to provide consistency and standardization to both business and IT services

Virtual team – The service delivery team and stakeholders involved in the virtual team are made up of representatives to build a team which provides the service and meets to help move it forward and assist in both the delivery and definition.


Understanding the Containment Hierarchy

The SharePoint hierarchy is a key piece of all SharePoint information architecture plans. The hierarchy affects performance, extensibility, and information storage.

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Understanding SharePoint Service Provisioning

Farm – collection of servers that act together to provide a set of Web applications. The farm is most easily defined by the configuration database which defines the server member and roles of the farm as well as database servers used for storage.

Web application – In a SharePoint deployment contains IIS Web Sites previously known as IIS Virtual Servers that have been extended with SharePoint Server and have been set up to use the .NET assemblies to provide the SharePoint Application. There are content Web applications, and administration Web applications for both the central admin and the SSP admin. Web applications are known for their ability to isolate content in separate memory space with application pools which contain worker processes. In a collaboration service the Web application provides the container for the site collections in the farm.

Site Collection – A site collection is the most scalable unit in a SharePoint deployment and is a container for sites. The special properties of the site collection are the ability to have a quota, contain a global navigation, masterpage, and various galleries provided across the sites below it, and the ability to contain ownership. Considered the most scalable object in a deployment and the easiest to manage for its ability to be backed up and moved full fidelity across databases.

Site – a container of multiple lists which can inherit security, and leverage the galleries of the site collection above it. Primarily usage in a collaboration environment is for delegation of projects or to divide up content for easy navigation.

Portal – A special site template designed to host many sites below it. Common properties include special page galleries for Internet, or site directory on an Intranet portal. Another term might be hub based on navigation and a common place to go where you don’t know where to look for something. It’s the top of the breadcrumb navigation.

Understanding More SharePoint Key Service Terms

Quota – The SharePoint Server feature of Quota allows for a notification level and a maximum level. The notification advises the owners that the site is nearing the maximum quota and the site should be “cleaned up.” When the maximum quota is reached, the state of the site is read only and no further content can be added. When one quota is referred to, it is always the maximum quota.

Site Administrator – The manager of the permissions, providing delegation of rights and permissions levels

Site Owner – Specified during creation the primary and secondary owners provide the determination of the site. They receive both quota notification and expiration notifications for the site collection. It is common that site administrators and owners are the same individuals.

Microsoft Office SharePoint Designer / SharePoint Designer – Tool used to create master pages, create and manage workflows, and Web Part designer. A powerful tool for managing sites and its usage should be monitored.

WSS – Windows SharePoint Services provides the foundation of the collaboration platform with permissions levels and common templates.

MOSS – Office SharePoint Server provides application functionality on top of the base platform including auditing, expiration, common workflow templates, better master page galleries, and intranet and internet templates for quick deployment scenarios.

Master page – Controls the consistency and look and feel of a site or site collection.

Gallery – A special list or library containing Web Parts, master pages, and layouts.

Web Part – A snippet of code used for displaying lists, libraries, images, navigation or functional UI. Also used synonymously with widget, gadget, JQuery plugin.

List – A collection of items with rows and columns similar to a table. A list can contain documents, images, a user contact, a row of text, as well as business data.

Content type - Controls the aspect of what data can be added to a list and how that data is handled, but this document won’t provide the depth of the abilities of content types as this is primarily a collaboration environment with flexible content types to be delegated and managed by the site owner.


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site collection: A set of Web sites that are in the same content database, have the same owner, and share administration settings. A site collection can be identified by a GUID or the URL of the top-level site for the site collection. Each site collection contains a top-level site, can contain one or more subsites, and can have a shared navigation structure.


site collection quota: An option for a site collection that allows administrators to set levels for maximum storage allowed, maximum number of users allowed, and warnings that are associated with the maximum levels.

site column: A field that can be associated with a content type or list within a site or site collection.


site content type: A named and uniquely identifiable collection of settings and fields that store metadata for lists within individual sites.


site definition: A family of site definition configurations. Each site definition specifies a name and contains a list of the site definition configurations.


site definition configuration: An XML-based definition of lists, features, modules, and other data, that collectively define a type of SharePoint site.


site description: The description of a site as it appears to a user.


site template: An XML-based definition of site settings, including formatting, lists, views, and elements such as text, graphics, page layout, and styles. Site templates are stored in .stp files in the content database

business data catalog: A shared service that stores information about business application data that exists outside the server farm. This service can be used to display business data in lists, Web Parts, search, user profiles, and custom applications. This is available only for Enterprise Version, not for Standard Version

content management system: A system that manages the collaboration, creation, modification, archiving, restoration, and removal of objects from a formal repository on behalf of a Web server.


content migration package: A package of XML-formatted files that is used to migrate content between site collections, sites, and lists.


content source: A set of options for specifying the type of content to be crawled and the start addresses for the content to be indexed. A content source is defined by the protocol handler that is used to access specific systems, such as SharePoint sites, file systems, and external Web sites. A content source can contain up to 500 start addresses.

content type: A named and uniquely identifiable collection of settings and fields that store metadata for individual items in a SharePoint list. One or more content types can be associated with a list, which restricts the contents to items of those types.


content type group: A named category of content types that is used to organize content types of a similar purpose.


content type identifier: A unique identifier that is assigned to a content type.

my Site: a personal site that gives you a central location to manage and store your documents, content, links, and contacts. My Site serves as a point of contact for other users in your organization to find information about you and your skills and interests. Content providers can use My Site as a method of customizing the information they present to users. My Site provides:

  • A central location for you to view and manage all of your documents, tasks, links, calendar, colleagues, and other personal information
  • A way for other users to learn about you and your areas of expertise, current projects, and colleague relationships
  • A place for content providers to target information to you based on the information that you and your organization provide in your profile, such as your title, department, and interests
  • A place for administrators to present personalized Web sites

As a dedicated personal site, your My Site provides you with a single location to manage all of the documents, content, and tasks that you have in any site in your organization. You can also present content and documents to other people, create your own workspaces, provide information about yourself to other people, and learn about the status of your colleagues.

My Site presents lists of memberships, such as distribution lists, and shows you how you can share those lists with other people. My Site displays a list of your colleagues and an organization hierarchy diagram to show your position within your immediate team. When other people visit your My Site, they can quickly see what they have in common with you — colleagues whom you both know, memberships that you share, and the first manager whom you both share.

By default, your My Site includes two parts: a personal site called My Home and a public profile page called My Profile.

You are the administrator of the personal site, which starts with a private home page. My Site is similar to having your own personal Microsoft Windows SharePoint Services 3.0 site — you can create document libraries and picture libraries, calendars, surveys, tasks, and other SharePoint lists. You can create other pages on your personal site and provide links to those pages by using your public home page. Any of the documents and lists that you create in your personal site can be shared with other people or viewed by only you

Your administrator determines how the profile page looks, but you decide whether to add more detail. You can also control how some of the content on the public profile page is shared with various groups of people — similar to a filter.

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