Customer Infrastructure and Environment

Template current as of: 2010-09-30

Purpose of this spreadsheet

This Excel file is used to collect and present a customer's IT infrastructure and processes as they exist as a
specified point in time.

This file is used to help customers and Microsoft and/or Microsoft partner understand the scale and scope of
a SAM services engagement. The format is designed to be easy to understand and fill out, but may require
help from Microsoft SAM partners to ensure that all questions are answered properly and completely.
Usage
Cells with no color, or those with a light green background (used to deliniate different columns of data on
Part 2 - SOM Questions tab) are the only cells used for data entry. Cells highlighted in other colors (blue,
green or grey) are not available for data entry.
Worksheets are protected and only allow data entry in specified cells. Locked cells are not inteded to be
modified.

Spreadsheet Tab Details

"Organizational Information" Tab
This tab is used to collect high level information for the organization such as the organizations name,
address and the various business units that make up the organization.
In general, for each major organizational unit or division within the organization, information about name of
the organizational unit and contact details for the person in charge of SAM for that organizational unit are
required.

Note that the names of the Organizational Unit/ Division or Sub-unit entered into this table will be used in
the Tab for SOM Questions.
Example
Fill in the data requested for each of the cells highlighted in white. The image below shows a sample
organizational structure with some sample data filled in:

"Part 1 - Infrastructure Mapping" Tab

This tab captures basic IT structural information for the organization. The goal is not to get 100% detailed
information, but rather to understand the scope and scale of the businesses IT infrastructure in order to
understand the complexity of doing a SAM services engagement.

To use this tab, enter the first geographic location for the organization in the left hand column. Then, for
each of the organizational units at that geographic location, select the organizational unit from the drop
down list as shown below. Fill in the remaining columns of information for that organizational unit, then add
the next organizational unit at that location. When all organizational units have been entered for a
particular geographic location, go onto the next geographic location until all locations are entered.
The Organizational Unit column uses drop down selections that are defined by the business unit details
included on the "Organizational Information" tab. Select the organizational unit by selecting the drop down
button next to the cell as shown below (note, the options in the drop down are from the information
entered in the Organizational Information Tab):

The following provides an example of what this table should look like when completed:

"Part 2 - SOM Questions" Tab This tab collects information about the maturity of various SAM processes for the organization as well as for
each organizational unit. Every section has 1 question with 4 possible answers. For each column that has
a heading (company name or organizaitonal unit name), place an X in the one row that best represents the
answer to the question.

Note that the headings for this table come from the entries made in the organizational information tab.

Each section should look something like the following example:

Organizational Information
Company Name

Company Address

Person completing the questionnaire

Date completed
Name
Title
Contact info
(phone/email)

Organizational unit / Division / Sub-units within the company

(note, this name is used elsewhere in this spreadsheet)

Company Name
(from above)
Organization
Organization
Organization
Organization
Organization
Organization
Organization
Organization
Organization
Organization

Unit
Unit
Unit
Unit
Unit
Unit
Unit
Unit
Unit
Unit

1
2
3
4
5
6
7
8
9
10

Point of Contact Name (POC)

POC - phone

POC - email

Infrastructure Mapping (High-Level)

For each column in this worksheet please follow the instructions that are included below each column heading.

Location

Organizational Unit

List the geographic location Using the infrastructure

of data centers and offices. group names internally used
within your company please
Include the naming
list the infrustructure groups
convention typically used
represented within each
internally to describe the
geographic location listed in
locations (such as address, the location column.
business park name, etc)

Description and Hardware Used

O/S

Please describe the Infrastructure group; List all operating systems

and include hardware used by the
associated with each
functional group.
Infrastructure Group.

Product

Estimated Qty (Client

Estimated Qty (servers) Devices)

Please list Microsoft

brands/products that are known
to be used by this infrastructure
group.

Please estimate the

total quantity of
servers used by the
functional group.

e.g. hardware types if applicable

This list of products will be
validated with vendor
entitlement summary output.

Please estimate the

total quantity of
client devices used
by the functional
group.

SAM Tool or Source

Responsible

Notes

Please identify tools that

are used to track and
report on software
deployments. For
example, is a SAM system
used or are excel files
used to track
deployments.

For each infrastructure

group please identify an
individual with detailed
knowledge of the
infrastructure group's
associated hardware and
software (a team member
with system admin level
access is often helpful).

List any additional and applicable information

related to the infrastructure groups at each
location.

None

Sam Merryweather

New York City

Central

San Francisco

Windows Servers

Windows Server 2008 Ent

Notebooks and Desktops

Windows 7 Professional

Sales

Notebooks

Windows 7 Professional

Research

Windows Servers

Windows Server 2008 Ent

Research

Notebooks and Desktops

Windows 7 Professional

DATA
SAMPLE

SQL Server 2008

Exchange Server 2010
Office Professional 2010
Microsoft Expression Web
Office Professional 2010

50

SQL Server 2008

Exchange Server 2010
Office Professional 2010
Microsoft Expression Web
Visual C++ 2010

400 SMS
40 None

Sam Merryweather

SAMPLE

Mary Cartwright

None

Jane Carter

20 None

Jane Carter

DATA

SAM Optimization Model KPI Questions

4

How has software asset management (with documented procedures, roles, responsibilities and
executive sponsorship) been implemented in each infrastructure group throughout your organization? For each question, plac
A) SAM roles and responsibilities are not defined. Software tracking is not implemented throughout the organization (in
every infrastructure group).
B) A representative with direct managerial responsibility for SAM has been identified for each infrastructure group
within the organization.
C) Software tracking procedures have been formally documented and approved by stakeholders. SAM procedures are
implemented throughout all infrastructure groups in the organization.
D) Senior executives have demonstrated that SAM is a top priority for the organization. All infrastructure groups in the
organization use formally documented SAM procedures and have assigned resources that use a SAM system for
tracking inventories.

5
6
7
8
9
10

For each question, plac

A) There is no plan for implementing SAM; or no SAM improvement plan has been completed within the organization
with executive sponsorship and budget.
B) A SAM self-improvement plan has been defined with scope, schedule and has an approved budget.
C) A SAM self-improvement plan has defined scope, schedule, assigned recources and is based on continuing the
improvement established after the previous self-improvement plan.
D) Continuous improvement SAM maturity processes are implemented to support a flexible controlled environment.

12
13
14
15

17

SAM Improvement Plan

Does your organization have an approved SAM self improvement plan?

11

16

SAM throughout Organization

Hardware & Software Inventory

What percentage of user PCs and servers are included in the centralized software inventory/CMDB
(configuration management database); which is populated by a software tracking tool?

For each question, plac

SAM Optimization Model KPI Questions

18

A) The % of total hardware and software tracked in a CMDB is not tracked but is less than 68%

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20

B) The % is not tracked but is between 68% to 95%

C) The % is tracked and is between 96% to 99%
D) The % is tracked and is greater than 99%. Exceptions are continuously decreasing.

21
22
23

Accuracy of Inventory
How often do you reconcile software inventories with other sources to verify accuracy of assumed
license metrics (for example user counts based on HR employee records.)?

24

A) Inventory details are reconciled with the orginal source rarely or ad-hoc

25
26

B) Reconciliation is done annually

C) Reconciliation is done quarterly
D) Reconciliation is done continuously.

27

For each question, plac

SAM Optimization Model KPI Questions

28

License Entitlement Records

What percentage of procured software licenses are recorded in a license entitlement inventory (a
central repository/tracking of all licenses owned and/or previously acquired by the organization)?

29
30

A) The % of license entitlement in a repository is not tracked but is likely less than 68%

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32

B) The % is not tracked but is between 68% to 95%

C) The % is tracked and is between 96 to 99%
D) The % is tracked and is greater than 99%. Exceptions are continuously decreasing.

33
34

Periodic Self Evaluation

How often do you reconcile software deployments (usage) to software entitlements (purchases)?
Software entitlements are the software licenses owned or previously acquired by the organization.

35
36

A) Deployment & entitlement reconciliation is done rarely or ad-hoc

37
38

B) Deployment & entitlement reconciliation is done annually

C) Deployment & entitlement reconciliation is done quarterly
D) Deployment & entitlement reconciliation is done continuously.

39
40
41

For each question, plac

Operations Mgmt. Interfaces

How do the various Operations Management functions (contracts, financial fixed assets, service
support, security, networking) use software and hardware inventories in their daily roles?

42

A) Operations Management functions generally do not use software and hardware inventories.

43

B) Individual software and hardware inventories are used by each function

C) A federated system is used which combines and/or reconciles individual inventories. Procedures are documented
with assigned roles and responsibilities for stakeholders.

44

For each question, plac

For each question, plac

SAM Optimization Model KPI Questions

D) A single inventory/CMDB is used by all Operations Management functions in the organization. Formally documented
procedures continually evolve with the organization.

45
46
47

Acquisition Process
What percentage of total software purchases in your organization are made through or are controlled
& tracked by centralized procurement?

48

A) The % of software purchases centrally controlled is not tracked but is likely less than 68%

49

B) The % is not tracked but is between 68% to 95%

C) The % is tracked and is between 96% to 99%. Procedures are documented with assigned roles and responsibilities
for stakeholders.
D) The % is tracked and is greater than 99%. Exceptions are continuously decreasing. Formally documented
procedures continually evolve with the organization.

50
51

For each question, plac

SAM Optimization Model KPI Questions

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Deployment Process
What percentage of total software deployed across your organization's PCs and servers (considering
all operating systems) installed through centralized sources or through a controlled distribution
environment?

For each question, plac

A) The % of software deployed using a centrally controlled procedure is not tracked but is likely less than 68%
B) The % is not tracked but is between 68% to 95%
C) The % is tracked and is between 96% to 99%. Procedures are documented with assigned roles and responsibilities
for stakeholders.
D) The % is tracked and is greater than 99%. Exceptions are continuously decreasing. Formally documented
procedures continually evolve with the organization.

10 Retirement Process

What percentage of retired hardware assets are tracked in a way to enable the software on them to be
reused?
For each question, plac
A) The % of hardware assets that are retired and recorded in a way to enable the software on them to be reused is not
tracked but is likely less than 68%
B) The % is not tracked but is between 68% to 95%
C) Software on retired hardware is tracked and available for reuse; the % is between 96% to 99%. Procedures are
documented with assigned roles and responsibilities for stakeholders.
D) The % is tracked and is greater than 99%. Exceptions are continuously decreasing. Formally documented
procedures continually evolve with the organization.

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question, place an x next to the row that best represents SAM processes at your company or Organizational Unit

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