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Microsoft Exchange 2000 Operations Guide — Version 1.0

6

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Availability monitoring

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Proactive monitoring

◆

Availability prediction

Chapter 5 – Protection

To protect your Exchange environment from failure, you need good protection from
intrusion and attack, along with a documented and tested disaster-recovery procedure to
cope with system failure. The chapter shows how to ensure that your server running
Exchange is protected against these eventualities.

This chapter deals with the following:

◆

Firewall issues

◆

Anti-virus protection

◆

Disaster-recovery procedures

◆

Recovery testing

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Backup

◆

Restore

Chapter 6 – Support

An effective support environment allows you to deal more efficiently with unforeseen
issues, increasing the reliability of your Exchange environment. This chapter shows how
to manage your support in an Exchange 2000 environment.

This chapter deals with these topics:

◆

Helpdesk support

◆

Problem management

Planning and Deployment

To make the most out of your Exchange 2000 environment, you should make sure that
your operations are carefully planned and structured. The best way of ensuring that your
operations are efficient is to have operations intrinsically involved in the planning and
deployment phases of Exchange 2000, providing valuable input into those processes.

Many times deployment teams do not involve the operations team in the project until it is
near completion. If you are going to perform successful operations from the outset, you
should make sure that you plan effectively for the operations team to take over the infra-
structure and processes. Making sure that at least one member of operations attends all
planning and deployment meetings will help to ensure that your design and implementa-
tion takes operations needs into account.

Operations procedures need to be defined during the planning and deployment process.
Service level agreements, disaster-recovery documents, and monitoring procedures all need

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Содержание Exchange 2000

Страница 1: ...Exchange 2000 Operations Guide Version 1 0...

Страница 2: ...d in any form or by any means electronic mechanical photocopying recording or otherwise or for any purpose without the express written permission of Microsoft Corporation Microsoft may have patents pa...

Страница 3: ...ty and Availability Management 11 Introduction 11 Chapter Sections 12 Capacity Management 12 Availability Management 15 Service Hours 15 Service Availability 16 Minimizing System Failures 16 Minimizin...

Страница 4: ...agement and Change Management 45 Configuration Items 45 Maintaining the Configuration Management Database 49 Exchange System Policies 51 Summary 52 Chapter 4 Enterprise Monitoring 53 Introduction 53 P...

Страница 5: ...rus Measures 75 Staying Current 76 Dealing With Virus Infection 77 Blocking Attachments at the Client 77 Disaster Recovery Procedures 79 Backing Up 80 Restoring 82 Recovery Testing 86 Summary 87 Chapt...

Страница 6: ......

Страница 7: ...thors Paul Slater ContentMaster Kent Sarff Microsoft Consulting Services Sasha Frljanic Microsoft Consulting Services Reviewers Jon LeCroy Microsoft ITG Thomas Applegate Microsoft ITG Erik Ashby Micro...

Страница 8: ......

Страница 9: ...rations Framework MOF For operations to be as efficient as possible in your environment you must manage them effectively To assist you Microsoft has developed the Microsoft Operations Framework MOF Th...

Страница 10: ...l Each quadrant is supported with a corresponding ding operations management review also known as review milestone during which the effectiveness of that quadrant s SMFs are assessed Optimize cost per...

Страница 11: ...ww microsoft com technet win2000 win2ksrv default asp How to Use This Guide While this guide is designed to be read from start to finish you may wish to dip in to the guide to assist you in particular...

Страница 12: ...s Capacity Management Efficiency Continuity Security UPS Recovery Testing Availability Monitoring Availablity Management Storage Management Hardware Upgrades Performance Monitoring Disaster Recovery S...

Страница 13: ...ability management Performance tuning Hardware upgrades Chapter 3 Change and Configuration Management This chapter presents many of the processes used to manage an Exchange 2000 environment These proc...

Страница 14: ...opics Helpdesk support Problem management Planning and Deployment To make the most out of your Exchange 2000 environment you should make sure that your operations are carefully planned and structured...

Страница 15: ...ssary to provide it Central to the idea of successful operations is the service level agreement SLA process Success or failure of an operations environment is measured against the requirements of the...

Страница 16: ...t will meet in a number of disaster recovery scenarios These include the following Recovery from failed Exchange Store Recovery from total server failure Support Here you specify how you will offer su...

Страница 17: ...ld go back and read the other chapters as well Related Topics The Microsoft Operations Framework provides technical guidance and industry best practices that encompasses the complete IT Service Manage...

Страница 18: ......

Страница 19: ...l agreement SLA You will need to ensure that existing servers running Exchange are able to cope with the load placed upon them and upgrade hardware if appropriate Another important requirement of the...

Страница 20: ...f that server In Exchange 2000 servers can have a number of different functions so you will need to ensure that you categorize servers according to the functions they perform and treat each category o...

Страница 21: ...rmance of your connection to the Internet and the availability of band width to other messaging environments Time for directory updates to complete You will find more information on monitoring in Chap...

Страница 22: ...that you can offer them faster recovery times than the rest of the organization If you do have multiple stores you will need to consider the SLA on each store and the order in which stores will be re...

Страница 23: ...ices there is likely to be a greater need for help desk support Availability Management Availability management is the process of ensuring that any given IT service consistently and cost effectively d...

Страница 24: ...ur Exchange services are during the service hours you have defined In other words it defines the levels of unscheduled down time you can tolerate within your organization Typically levels of availabil...

Страница 25: ...useless if they all rely on the same net work connections and the network goes down You should therefore ensure that there are multiple network paths using differing technologies that Exchange and Wi...

Страница 26: ...ssibilities This would include ensuring that you have taken the following into account Good physical security Protection from fire Protection from flooding Concealed power switches Air conditioning UP...

Страница 27: ...Chapter 3 Minimizing System Recovery Time To recover from failure in an Exchange 2000 environment as quickly as possible you need to be thoroughly prepared You will need the following Available hardw...

Страница 28: ...er extensively to gain a 5 percent performance gain it is prob ably not worth it since you could easily spend a fraction of the money on buying better hardware Not only that but in some cases performa...

Страница 29: ...be assigned to specific fixed disks depending upon available storage Exchange 2000 does not use a tool like Performance Optimizer One reason for this is that the new release of Exchange is better cap...

Страница 30: ...s means that there might be significant differ ences between an Exchange 2000 Server that has been upgraded from Exchange 5 5 and one that is a new installation installed on new hardware Because there...

Страница 31: ...n Exchange 2000 Server active passive cluster perform the following steps on the node that has the Exchange 2000 group online 1 From your computer log on to the domain using an account with enterprise...

Страница 32: ...estart the Exchange 2000 computer SMTP File Handles When the Exchange 2000 SMTP stack receives a new message it writes the contents to a file on an NTFS partition While the message is being processed...

Страница 33: ...esent To gain Set to the _MACHINE System AsyncThreshold but defaults additional same CurrentControlSet REG_DWORD to 0x3e8 performance value as Services SMTPSVC when message MsgHandle Queuing queues ar...

Страница 34: ...of tasks necessary to keep the store in good health These include but are not limited to the following Checking Active Directory to determine if there are any deleted mailboxes Removing any messages...

Страница 35: ...are very disk intensive tasks and only affect the server on which the maintenance is being run During this portion of online maintenance the server might be perceived by users as sluggish if many data...

Страница 36: ...who are in a single time zone First Storage Group Database One Online maintenance runs between 9 00 P M and 1 00 A M Database Two Online maintenance runs between 9 30 P M and 1 30 A M Database Three O...

Страница 37: ...set the value to 0 When set to zero the parallelism is set to three plus the number of processors on the computer For example on eight processor computers it is recommended that this registry key be s...

Страница 38: ...the size of your database max cache size That is if you have a 3 GB configured server and the performance monitor shows the virtual bytes count at 2 5 GB under heavy load then you know you are safe to...

Страница 39: ...attribute The value is an integer and it should be set manually to 9 000 Tuning Active Directory Integration When there are numerous computers running Exchange 2000 in a Windows 2000 site a very large...

Страница 40: ...ent servers running Exchange elsewhere in the domain from using these Global Catalog servers or domain controllers To ensure that particular domain controllers or Global Catalog servers are used to se...

Страница 41: ...ore information on how Exchange 2000 selects domain controllers and Global Catalog servers see the Knowledge Base article Q250570 available at http support microsoft com support kb articles Q250 5 70...

Страница 42: ...rvices Manager 2 Expand the server icon Note If you are performing this procedure on an Exchange 2000 Server cluster expand the Exchange Virtual Server instead of the Default Web Site in the following...

Страница 43: ...ent As with all areas ensure that you plan and document thoroughly any changes that you make to the hardware environment If you are rolling out hardware changes across the entire organization over a s...

Страница 44: ......

Страница 45: ...nesses are subject to change and IT is a business area which is subject to more change than most A fundamental part of good IT operations is to accept change and control it appropriately A good change...

Страница 46: ...ems are heavily interrelated any change made in one part of a system can have major impacts on others Change management attempts to identify all affected systems and processes before the change is imp...

Страница 47: ...e Pack throughout your organization may enable you to avoid encountering problems with your environment By thoroughly documenting as much of the Exchange environment as possible including how changes...

Страница 48: ...y categorized as medium priority Now the change needs to be categorized In this case as already mentioned it would be judged as major change The change manager will make a note of this prioritization...

Страница 49: ...ver the change manager remains involved at this stage monitoring what the change owner is doing After the upgrade is complete the change owner will help the change manager and change initiator assess...

Страница 50: ...is the addition of a user This type of change should have been anticipated so the change manager will have already pre authorized the change owner to be responsible for this change The change should...

Страница 51: ...on users Occasionally such a change may be urgent and under those circumstances you will not have time for thorough planning but you should still plan as much as possible In a multi national company...

Страница 52: ...t there unless you know where you already are Configuration management is a process which determines and records exactly that Configuration management is responsible for identifying controlling and tr...

Страница 53: ...t come under the control of change management are entered into the configura tion management database Configuration items are initially entered into the configuration management database when RFCs are...

Страница 54: ...on The documentation required to support the current version of the software The number of configuration items depends on the level of granularity you choose when defining them It is of course pointle...

Страница 55: ...items you have To see the principle take a very simple example with only six configuration items showing a simple relationship between Exchange hardware and software as illustrated in Figure 3 2 Hard...

Страница 56: ...rates nine types of configuration items with suggested relationships between them Vendor e g Microsoft Documentation e g Exchange 2000 Release Notes System e g Exchange 2000 Server Software e g Exchan...

Страница 57: ...management for Exchange proves to be a pre cursor to setting it up elsewhere You should not be afraid of starting with Exchange for the configuration management process if it has not been implemented...

Страница 58: ...tral component of your IT environment Change Management As already mentioned change management and configuration management are intrinsi cally linked If the configuration management database is to be...

Страница 59: ...s in maintaining a consistent configuration across your enterprise You can create as many system policies as you like however each server can have only one server policy mailbox store policy and one p...

Страница 60: ...ing configuration management However for most companies the benefits of implementing and correctly administering a configuration management process far outweighs the costs of establishing and maintain...

Страница 61: ...ive and proactive monitoring will help you to maintain high availability for your servers running Exchange In this chapter you will learn how to monitor at the server level and the client level the ke...

Страница 62: ...e of your Exchange 5 5 server Exchange Server 5 5 includes a series of Performance Monitor Workspaces to allow you to quickly see in graph form a series of key counters The Windows 2000 operating syst...

Страница 63: ...e Chat Communities Chat Service MSExchange Chat Service Directory Service Access Caches MSExchangeDSAccess Caches Directory Service Access Contexts MSExchangeDSAccess Contexts Directory Service Access...

Страница 64: ...Protocol Server NNTP Server Novell Groupwise Connector MSExchangeGWC Object Linking and Embedding database events MSExchangeOledb Events Object Linking and Embedding database resources MSExchangeOled...

Страница 65: ...sent to the transport This figure being low is not a problem in itself but if the Send Queue Size is nonzero and the value is still low compared to your baseline then there are performance issues that...

Страница 66: ...Bytes Received Second is low Avg retries Msg delivered When Exchange fails to deliver messages those messages enter a retry queue The SMTP server is configured with a retry interval showing how long t...

Страница 67: ...plays a crucial role in the day to day operations of Exchange 2000 because it is responsible for keeping e mail addresses and membership of address lists up to date You should measure the Address Lis...

Страница 68: ...secs per write Should be analogous to published disk speed or 1 2ms if you have write back caching enabled on your RAID controller Memory Memory Committed Bytes Memory Pages sec Exchange 2000 makes he...

Страница 69: ...Process Process Time Measure the following instances store Information Store inetinfo IIS lsass security system including AD and mad System Attendant Process System Processor Queue Length System Cont...

Страница 70: ...and receiving responses from the Agents AppManager detects the Exchange 2000 servers in your enterprise through registry entries giving you the option to install an agent on each server you want to m...

Страница 71: ...ll the services Minimum Warning messages and error messages are logged Medium Informational warning and error messages are logged Maximum Troubleshooting extra detail informational warning and error m...

Страница 72: ...roduce only warning and critical events or to use utilities that only display the more significant events Log Files As well as logging events to Event Viewer directly Exchange 2000 Server also produce...

Страница 73: ...onitoring and Status Tool The monitoring and status tool is available in Exchange System Manager This tool is used to monitor Exchange services and perform actions if the services fail For Exchange to...

Страница 74: ...if they continue to grow for longer than a specified period of time Windows 2000 service You can add additional Windows 2000 services to monitor These services can be added to the default configurati...

Страница 75: ...server in the Status details pane and selecting Disable all monitoring on this server When your maintenance is complete you can return to this dialog box and clear the option Centralized Availability...

Страница 76: ...rthermore if a server running Exchange is unavailable you do not need to be told this by 5000 clients Being told by one is usually sufficient There are a number of third party tools on the market for...

Страница 77: ...t you need to ensure that you collate useful data have an understanding of what it means and are prepared to increase or decrease logging levels according to what is re quired at that time When monito...

Страница 78: ......

Страница 79: ...t your service level agreements SLAs on availability you must first ensure that your system is down as infrequently as possible This is covered in Chapter 2 Capacity and Availability Manage ment but y...

Страница 80: ...account you need to either log in as that person or gain administrative access to Active Directory allowing you to grant send as and receive as permissions on the mailbox Specifically you require Acc...

Страница 81: ...t and should travel through the change configuration process accordingly One of the best ways of protecting against malicious use of e mail is to use Key Manage ment Server This allows you to digitall...

Страница 82: ...to an external SMTP server This means that as far as Exchange is concerned the message is delivered the moment it is sent to the firewall So if the firewall fails Exchange does not detect this as a p...

Страница 83: ...u should ensure that you have a good intrusion detection system in place to notify you of any firewall breach and you should make sure that you always have the ability to shut down services if necessa...

Страница 84: ...nformation store Scanning software that uses undocumented Exchange store interfaces These products generally work well but there is additional support risk in using these products because they use an...

Страница 85: ...fending against the viruses after they have attacked It is vital that you find a way of communicating with all users in such a way that all are likely to listen and take notice If there is a new virus...

Страница 86: ...ttachments those considered more dangerous from being downloaded at all Table 5 2 shows the attachments that are prevented from running Table 5 2 File Extensions and File Types File Extension File Typ...

Страница 87: ...ized attachments it is important to remember that for it to work across the user community it depends on everyone using a client with the patch Therefore to be fully protected you would need to ensure...

Страница 88: ...kup Whichever tools you use the Operations Manager will need to ensure that the disaster recovery procedures meet the following criteria Backup is performed regularly and reliably Your data is protect...

Страница 89: ...ase restore time and keeping restore times to a minimum is critical in meeting SLAs The Operations Manager must ensure that the backups are safely stored in locations that are well protected from natu...

Страница 90: ...our servers running Exchange This will allow you to configure similar hardware specifications for similar servers All of this information would normally be present in the Configuration Management Data...

Страница 91: ...increase this value While there is backup software available offering individual message recovery you may be advised to set a uniform value for mail item retention time and offer that value as your SL...

Страница 92: ...rmation store service is started and the databases you want to restore are dismounted You will need to select a temporary folder for the restore This will contain restored log and patch files alongsid...

Страница 93: ...mentioned in a previous section After you have done this it is not enough to simply re install Exchange This would fail because the Exchange configuration information is already in Active Directory a...

Страница 94: ...ecover a mailbox that has expired from the Exchange Server Alternate server recovery is like rebuilding Exchange when you have lost Active Directory except on a much smaller scale If you are recoverin...

Страница 95: ...restores when they are actively required Summary In an ideal world Exchange would never suffer problems However we live in a world of very diverse hardware and software viruses and hackers so it is i...

Страница 96: ......

Страница 97: ...to an Exchange 2000 Server environment you first need to define what is being supported There are two broad categories of support End user support Server support In this chapter you will learn how to...

Страница 98: ...different uses for a client Internet Explorer can be used for OWA or alongside Net Meeting for video conferencing Outlook XP can be used as a MAPI client but also as a POP3 IMAP4 or HTTP client In ma...

Страница 99: ...to the problem management process discussed later in this chapter Links to other online help information internal or external Server status and instructions for determining a user s mailbox server In...

Страница 100: ...ou of a problem or a user may report a problem The sooner you can receive an accurate report of a problem from a user the earlier you can begin to solve that problem before it becomes an issue for the...

Страница 101: ...mation about the nature of the problem to determine how it is dealt with If you have an up to date Change and Configuration Management Database and tight control over the client base you should be ful...

Страница 102: ...the most complicated things about Exchange problem management is that messag ing as an IT service is dependent on a large number of non messaging technologies The following are some of the issues tha...

Страница 103: ...rtments but even if you do not you must ensure that the Exchange team is aware of problems with access to Active Directory The first level of support in an organization is usually the Service Desk Dep...

Страница 104: ...yperlinks associated with them to allow your Service Desk staff to find out more information about the particular event Event monitoring is covered in more detail in Chapter 4 Education of the Service...

Страница 105: ...xchange 5 x and Exchange 2000 servers to coexist within the same Exchange site Note that two versions of the ADC exist one for Windows 2000 and one for Exchange 2000 Active Directory Migration Tool AD...

Страница 106: ...metric cipher or public key cipher is a means of solving the key management problem of symmetric key encryption This system involves using two keys one for encryp tion and the other for decryption One...

Страница 107: ...tion Programming Interface that is a superset of CDO for Windows 2000 In addition to gaining programmatic access to the Simple Mail Transfer Protocol SMTP and Network News Transfer Protocol NNTP stack...

Страница 108: ...the activity time schedule Contact A non security principal that represents a user outside of the organization A contact will generally have an e mail address facilitating messaging between the local...

Страница 109: ...exist within a native mode domain Additionally clients do not have to be upgraded before the domain mode is switched Domain Name Services DNS A major standards based protocol that allows clients and...

Страница 110: ...it is important to sign documents electronically Cryptography provides the ability to create digital signatures which in many cases are as legally binding as written ones Epoxy See EXIPC Event sink A...

Страница 111: ...5 This service allows programmers to write programs that use Exchange s Event Handler to process events that occur in a Public Folder or Mailbox Forest also known as enterprise A collection of domains...

Страница 112: ...cksum of the package The algorithm is then used on the receiving end to decrypt the message Hashes typically compute quickly and are designed so that every imaginable message can have a unique hash Ha...

Страница 113: ...Link State Algorithm LSA The algorithm used to propagate routing status information between servers running Exchange 2000 Based on Dijkstra s algorithm link state information is transferred between ro...

Страница 114: ...store or the MTA Mixed vintage site also known as PtOz An Exchange 5 x site that also contains servers running Exchange 2000 Multipoint Control Unit MCU A reference to the T 120 protocol that allows...

Страница 115: ...f the same class in Active Directory In relation to Exchange 2000 this may include mailbox thresholds and deleted item retention Post Office Protocol version 3 POP3 A standards based protocol for simp...

Страница 116: ...te oriented operations designed by Rivest for RSA Data Security Recipient Update Service RUS This is part of the Exchange System Attendant and is responsible for keeping Address Lists up to date and c...

Страница 117: ...e This COM component runs on the Event Service on Microsoft Exchange Server version 5 5 It acts as a simple state engine that executes and tracks multiple process instances within a Microsoft Exchange...

Страница 118: ...ion attacks Security principal A user who can log on to a domain and have access to network resources In Active Directory a user object is a security principal A non security principal is an object re...

Страница 119: ...oup can be mounted and dismounted Each server running Exchange 2000 can architecturally host up to 16 storage groups although only four can be defined through the Exchange System Manager SSL Secure So...

Страница 120: ...idden from users for example although 50 domains may exist within a forest users would seamlessly log on as if they were in the same domain For consistency purposes system administrators can make the...

Страница 121: ...lated through a Web browser or a standard client with a network redirector The Exchange 2000 store exposes itself to the operating system as an installable filing system which means that the underlyin...

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