01 · Starting point
Situation
Unresolved support cases were weighing on messaging operations while the move from Exchange 2007 to Exchange 2010 also had to be prepared.
Constraints
- Changes within an already established IT environment
- Short, clearly scoped engagement
- Internal system and operating details remain confidential
02 · Responsibility
My scope of responsibility
I took on 3rd-level tickets, analysed technical root causes and supported planning, guidance and knowledge transfer for the migration.
- I analysed and resolved open Exchange support cases at 3rd level.
03 · Technical work
Documented scope of work
Key decisions
Systematically clear open operational issues before and during migration preparation. Unresolved legacy issues can reappear in the target environment or distort the assessment of migration errors.
- I planned the move from Exchange 2007 to Exchange 2010.
- I wrote guides and passed the required migration knowledge on to the support team.
04 · Technical context
Technology in use
Exchange 2007
Exchange 2007 was part of the documented toolset in this Messaging & Collaboration engagement.
Exchange 2010
Exchange 2010 was part of the documented toolset in this Messaging & Collaboration engagement.
3rd-Level Support
3rd-Level Support was part of the documented toolset in this Messaging & Collaboration engagement.
Migration
Migration was part of the documented toolset in this Messaging & Collaboration engagement.
05 · Factual basis
Evidence and limits
Operational support and migration preparation were brought together on a cleaned-up, traceable technical basis.
- Role
- Exchange Consultant
- Period
- September 2011 — October 2011
Lesson from the engagement
A messaging migration benefits from making known legacy issues transparent and closing them deliberately before the version change.
Confidentiality note: Internal architecture and operating data of this engagement are not published.