Dynamics CRM is an application layer software that sits on top of and integrates with a technology stack that includes other server roles (Active directory, SQL server, Exchange server, SharePoint server,…). Most IT Departments will have clearly defined roles and tasks for each technology server that are well documented and carried out by the technology administrator/owner.  Depending on the size of the implementation sometimes more than one full time resources is assigned, but not for Dynamics CRM! Adding to the normal classic IT administration functions, Dynamics CRM is a business application that embraces end users customizations and responds to changes in business needs.  All of that adds to the life cycle of the solution and adds a bit more complexity.

Having that said, the role of Dynamics CRM administrator/owner is critical to the success of the solution, and it is required at different stages of the solution life cycle.  In this article we are going to focus on post go-live, operational production tasks of the Owner/Administrator of Dynamics CRM solution

Notice the below is only high level guidelines for Dynamics CRM on premise solution.  Each solution will have its specific needs and each organization will have it’s own specific best model, it’s a big “it depends”. Dynamics CRM PFE offers a service that can help your organization reach good understanding specific to your implementation,  the service is Microsoft Proactive Operations Program: Operations Team Roles and Responsibilities for Microsoft Dynamics CRM (POP OTRR) Contact your Microsoft Technical Account Manager for more details.

Task Component Example
Owns server’s H/W configurations Servers hardware Needed Hardware
H/W Capacity planning Refresh rate of the Hardware
Monitoring performance and get notified if any flags raised
Sizing, anticipating future needs
Owns server’s S/W configurations Servers software Needed software
Software life cycle
Monitoring performance and get notified if any flags raised
Owns Dynamics CRM Server’s related technologies SSRS
Email router
Owns server’s S/W updates (including Windows, SQL server and Dynamics CRM) Servers update Windows Updates
Dynamics CRM updates
Owns CRM server Administration settings Dynamics CRM server Organization settings (Language, date,)
Server settings
Owns CRM server Maintenance tasks Monitoring Async maintenance jobs,
Archiving old data and own retention policy
Owns Dynamics CRM monitoring Establish needed monitoring counters
Get notified when threshold exceeded
Owns CRM Performance optimization Follow through and execute remediation tasks
Owns CRM Organisation Business customization CRM Organisation Business settings
Customizations, End users customizations (views, reports, finds,..)
Owns CRM Organisation security and managing users Managing users
Owns CRM incidents escalations Coordinate with 1st line support
Make sure benchmark is meet
Accept and monitors Solution benchmark matrix Report any deviation from benchmarks
Owns CRM client environment optimization and settings CRM Client Machine configurations
Software installed and its Settings
Optimization settings with CRM
Owns SQL server settings tasks of Dynamics CRM instance SQL Server Processing, memory, locking settings
Owns SQL server Maintenance tasks of Dynamics CRM Databases Monitoring performance and get notified if any flags raised
Maintaining indexes
Maintaining tables & databases sizes
Monitoring performance and get notified if any flags raised

Most of these tasks above are not to be carried out by the CRM administrator/s themselves rather they are to be performed by different teams, but the owner in terms of accountability is the Administrators of CRM and they are responsible for coordinating and managing these tasks.


Fadi EL-Hennawy