从服务管理到系统管理ppt课件.ppt

1 IntegratingServiceandSystemsManagement ChrisMiles 2 Agenda SowhatdowemeanbyServiceandSystemsManagement Part1 WhySystemsManagementassistsServiceManagementPart2 WhyServiceManagementAssistsSystemsManagementandhowtobringthetwotogether Questions 3 WhatisServiceManagement ServiceManagementConcernedwiththeITSupportandDeliveryfunctionstoprovideandmaintaintheServicedeliveredtothecustomerAddressing P P T People ProcessandTechnologyissuesWetypicallythinkofthe10coreITILprocesseswhenwethinkofServiceManagement aswellasitSMF BSI ISO MOF COBIT 4 WhatisITIL ITIL InformationTechnologyInfrastructureLibraryAseriesofbookswhichdescribeBestPracticeinITServiceManagementNon Proprietary notoneperson ororganisation sviewofaparticularprocessormodel DevelopedandownedbytheOGCInthePublicDomainbecausetheOGCisaGovernmentorganisation WrittentoQualityStandards becauseOGCensuredanyprocesseslinedupwithISO9001requirements 5 WhatisITIL Theprimaryobjectivewastopublishasetofcomprehensive consistentandcoherentcodesofbestpracticeforITservicemanagement promotingbusinesseffectivenessintheuseofinformationsystems Itisnowwidelyadoptedasa bestpractice guideinServiceManagementthroughoutprivateindustryintheUK Europe SouthEastAsia andNorthAmerica Bestpractice becausethebooksweretheconsolidatedexperienceofmanyITprofessionals 6 WhatisServiceManagement People ProperlyalignedwiththeorganisationandBusinessProcesses Process TransformationtoCreaterealValue ServiceManagement Technologytoenableefficientandeffectivesupportprocessesacrosstheenterprise 7 WhatisServiceManagement Servicemanagementprocessesensurethatservicesaredefinedandchangedwhennecessaryandprovidesupportduringexploitationofservices Informationonservicesandcustomersisbeingkept Whoareyourcustomersandhowareyourservicesdefined servicelevelmanagement Ofwhichelementsorcomponentsdoesaserviceconsist configurationmanagement Servicemanagementprocessesfurthercontainregistrationofservicedegradations incidentmanagement andregistrationofrequeststochangeexistingservices changemanagement 8 WhatisSystemsManagement SystemsManagementAcollectiveexpressionforseveraldisciplinesrelatedtothemanagementofsystemsFunctionsurroundingtheprovisionandmaintenanceofITsystemsDiagnosticandPlanningfunctionControllingTools monitoring alertingandreporting 9 WhatisSystemsManagement SystemsManagement 10 WhatisSystemsManagement Aserviceisoftendefinedasanapplication e g SAP Applicationmanagementprocessesprovideinformationontheagreedandactualavailabilityandperformanceoftheapplicationandtheinfrastructureusedbythisapplication end to end SecurityManagement Managementofinformationthroughprocessandtechnology 11 WhatisSystemsManagement InfrastructuremanagementisdefinedasmanagementofthecomponentsorelementsoftheIT infrastructure Examplesofcomponentsareservers routers hubs databases PC sandterminals NetworkManagement Mngtofthenetwork MonitoringandalertingOperationsManagement JobSchedulingetc 12 FactsandFigures 2002distribution 13 FactsandFigures 2002distribution 14 Sowhataresomeofthetools ServiceManagementRemedy SSSPeregrine SCMarvalAxios AssystTouchpaper HDSCAUnicenter SDDatawatch QSMHPOpenView SDFrontrange HeatMagicSolutions MSDmansystems ExpertDeskViadyne ViaTILetc SystemsManagementCAUnicenterTivoliBMCPatrolHPOpenViewCompaqSystarCompuwareNetIQNovadigmIntelMicrosoftPeregrineCiscoetc 15 Questions HowmanyofyourorganisationsrecogniseandadoptformalisedServiceManagementasadiscipline Withwhatobjectives HowmanythenhaveSystemsManagement Withwhatobjectives So doesprocessdrivetechnologyorviceversa Howmanyofthoseorganisationswithbothdisciplineshaveintegrationbetweenthetwoareas Whataretheperceivedandrealbenefits 16 Part1 WhySystemsManagementassistsServiceManagement 17 IncidentMngt EventLoggingRealtimelinkstosystemsBusinessviewofservice SMSupportFunctions ChangeManagement ConfigurationManagement ProblemManagement ReleaseManagement IncidentManagement ProblemMngtProactiveProblemPreventionEarlywarningofProblemsInfrastructureviewaswellascustomer ChangeMngt TracksystemchangesthroughServiceMngtprocessAudittrailofsystemchangesAbilitytoraiseRFC sfromsystemconsole ConfigurationMngt RelationalviewofinfrastructureEnd to endviewofsystems ReleaseMngt LicensecontrolmechanismsTotalvisibilityofsystemreleasesEnablescloserlinkswithChangeMngt 18 AvailabilityMngt End to endavailabilityMngtLOBcreationRealtimesystemchecksCustomerview systemview SMDeliveryFunctions ITSCManagement ServiceLevelManagement AvailabilityManagement FinancialManagement CapacityManagement CapacityMngtThresholdwarnings ITSCMngt Mappingofsystems ServicesAbaselinepicturetorecoverfrom FinancialMngt LicenseManagementApplicationdeploymentServicetake up ServiceLevelMngt ServiceLevelinformationthatcanunderpinSLAsAlertthresholdsthatarealignedtoSLA sBusinessviewofSLAthreats 19 EndofPart1 AnyQuestions Email chris miles pinkroccade co uk 20 Part2 WhyServiceManagementassistsSystemsManagement 21 10goodreasons WrapsprocessaroundtechnologyEnsuresthatthereisaunderstoodlinkbetweenSystemsServiceProvidestheabilitytoperformreportingandtrendanalysisontheinfrastructureEnablesproactiveratherthanreactivemanagementoftheinfrastructureSupportsthecaptureandmanagementofassetsintoatrueConfigurationMngtdatabase 22 10goodreasons EnsuresthatChangeManagementiscarriedoutinallareasoftheinfrastructureFacilitatestheloggingofinfrastructureproblemsthatpreviouslymayhavegoneun registeredProvidesanEnd to EndsolutionProvidestheabilitytomatchCustomerIncidentswithInfrastructureProblemsProvidestheabilitytomeasureandpublishthetruelevelofservicedeliveredtothecustomer 23 andhowtobringthetwotogether 24 Atypicalapproachtointegration AssessmentBenchmarking Improvementand orimplementation Review 25 Atypicalapproachtointegration AssessmentBenchmarking Improvementand orimplementation Review 26 TechnologyIntegration AnalysisofToolsinusewithaGapAnalysisAssessmentagainstBestPractice conformance AssessmenttoindustryframeworksIntegrationoftheTechnology ToolswithProcessesandwitheachother TechnologyIntegrationProgramme ServiceManagementTools MOFAssessment ToolsAnalysis ITILToolVerification TechAssessments Technology SystemManagementTools ERPandEnterpriseManagementTools 27 ProcessandTechnologyMapping SupportFunctions 28 withKM 29 andConfigurationMngt 30 andprocurementandfinance 31 Configuration Monitoring EventManagement CallManagement IncidentManagement Incidents ServiceRequests Requests Status Events ChangeManagement Changes RootCauseManagement RootCauses KnowledgeDB KnowledgeManagement AssetDiscovery PhysicalInventory ConfigurationManagement Procurement Receiving PurchaseOrders Finance GeneralLedger SupplierProcesses CatalogofProducts Services E BusinessConnectivity 32 IntegrationModel 33 Buildingupthefullpicture ServiceMngtTool SystemManagement FrameworkTools AlertingTool LinesofBusiness BusinessToolsforSystem Serviceview Incident ChangeandConfigMngt Reporting AutoDiscovery EndtoEndManagement Diagnosis QualityofService BusinessSLA s ToolsSystemManagementTools Framework ServiceManagementToolsBusinessCriticalMonitoringViewsSupportedFunctions 34 Whataresomeofthebenefits AninfrastructurewideviewofallIncidents Customer andProblems Infrastructure ProactiveratherthanreactiveSystemEventLogginginServiceManagementToolEnd 2 EndAvailabilityManagementreportingcapabilitiesSLAmanagement measurementandreporting 35 Whataresomeofthebenefits AwiderviewofcapacityandavailabilitydataThepotentialfortrueConfigurationManagementStandardisationandrationalisationEnd 2 EndProcessesthatextendthroughoutITinaseamlessmannerBusinessviewsaswellasITviewsoninformationPotentialfor Informationportals Dashboards forservicestatus 36 Dependencies ConstraintsandRisks ProcessesmustbedefinedProceduresanddocumentationmanagedRolesandresponsibilitiesdefined crossdirectorate BusinessrulesdefinedAnenterpriselevelvisionandstrategyagreedFlexibletechnology adaptorsandinterfacesAsolidapproachandlongtermplanwithbudgetassignedAcommonlanguage ITIL 37 Feasibility ExampleClient FinancialInstitution Initialspec GlobalTechnologyreviewRevisedspec GlobalProcessandT