从管理和运营的角度看IT(PPT 55页).ppt

从管理和运营的角度看IT4 MOF过程模型 从管理和运营的角度看IT系列讲座介绍 1 MOF简介2 MOF理论基础 上3 MOF理论基础 下4 MOF过程模型5 MOF团队模型6 MOF风险管理原则 今日议程 MOF过程模型概述变更象限操作象限支持象限优化象限 MOF过程模型概述 过程模型的作用 TheMOFprocessmodelFacilitatesconsistentITservicemanagementacrossservicesolutionsEstablishesastructureforITfunctions processes andproceduresRepresentsalifecycleapproach BasicModelConcepts ReleaselifecycleQuadrants 象限 Operationsmanagementreviews OMRs Servicemanagementfunctions SMFs 过程模型的准则结构化体协结构快速生命周期评估驱动管理嵌入式风险管理 ReleaseLifeCycle ThecircleandarrowsrepresenttheconceptoftheiterativelifecycleofaservicesolutionMOFfocusesontheservicesolutionasthecentral unitofwork MOFProcessModelQuadrants ProcessmodelhasfourquadrantsChangingquadrant assessesimpactofandimplementschangesOperatingquadrant operates maintains andmanagesservicesolutionsSupportingquadrant identifiesandcorrectsincidentsandproblemsOptimizingquadrant evaluates models andimprovesservicesolutionsEachquadranthasauniquemissionofservice MOFOperationsManagementReviews KeymanagementcheckpointsthatstructurequalityandmeasurementintotheservicesolutionreleaselifecycleEvent basedandinterval basedmanagementreviews 两种类型 Event basedReleaseapprovedreviewReleasereadinessreviewInterval basedOperationsreviewServicelevelagreementreview MOFServiceManagementFunctions UnderlyingprocessesandprocedureswithineachMOFquadrantthatsupportthemissionofserviceforthatquadrant20SMFsthatarearrangedinoneoffourMOFquadrantsEachSMF sprimarymissionsupportshomequadrant butcross quadrantinnature SMF Processes Procedures andTasks ServiceManagementFunction Process1 Process2 Process3 Procedure1 Procedure2 MOFSMFsandITILOverlay 变更象限 ChangingQuadrant MissionofService Missionofservice theeffectiveintroductionofapprovedchangesintotheITenvironmentquicklyandwithminimaldisruptionofserviceChangesintechnologies systems applications hardware tools etc ChangesinprocessesandinrolesandresponsibilitiesConstituentobjectivesEffectivelyrespondtogenuinebusinessneedanddemandMaintainmanagedenvironmentsinaknownstateManagechange s asaquantifiableandqualitativepackageSmoothlydeployreliablenewservices ChangeManagementSMF ObjectivesRespondtobusinessrequirementsIntroducenewandupdatedproducts services andcomponentsImprovereliabilityofITservicesKeyconceptsRequestforchange RFC Changeadvisoryboard CAB Standardandurgent fasttrack changeprocesses ConfigurationManagementSMF ObjectivesTrackcomponentsoftheITinfrastructureMaintainconfigurationinformationforIT relatedcomponentsKeyconceptsCMDB therepositoryforallcomponents services hardware software people documentation incidentsandproblems servicelevelagreements etc Configurationitems CIs attributes andrelationshipsConfigurationmanagementactivities identifying controlling tracking andauditingThedefinitivesoftwarelibrary DSL softwarestorageandprotection ReleaseManagementSMF ObjectivesDeployreliableservicessmoothlyEnsurethattheenvironmentissecureandinaknownstateKeyconceptsReleaseplanBuilding testing evaluatingCoordinationandcommunicationPilotstaging 变更象限中SMF的内在关系 ReleaseReadinessReview ObjectiveGo no godecisionon Operational ability oftheservicesolutionOperationsandsupportstaffs preparednessCompletenessoftherelease to productionplanTestedback outplanTimingEvent basedCheckpointonper releasebasis ReleaseReadinessReview 输入和成果 InputsPreviouslessons learneddocumentsStakeholder s pre workreportsandmetricsServicesolutionspecificationandoperationsguidesDeliverablesSign offontestsummaryreportsSign offondeploymentandinstallationplanSign offoncontingency rollback planSign offondeploymentcommunicationplanTarget environmentreadinesschecklist AssessmentofimpactsonothersystemsOperationssupportstaffpreparednessHardwareandsoftwarecompleteness 操作象限 OperatingQuadrant MissionofService Missionofservice theefficientexecutionandmonitoringofthedailyoperationaltasksandactivitiesrequiredtoeffectivelyrunanITserviceConstituentobjectivesAchieveandmaintainservicelevelswithinstatedrequirements SLAsandOLAs EnsurethatIToperatingstandards processes andproceduresareappliedtonewlyintroducedservicesolutionsProactivelyrespondtochangingconditionsbeforesupportincidentsoccurAutomate automate automate SystemAdministrationSMF ObjectivesFunctionasdrivingSMFforoperatingquadrantandoperatingSMFsPerformday to dayadministrativefunctionsUserandgroupaccountmanagementAdministrationofcomputingandnetworkresourcesKeyconceptsCentralizedadministrationRemoteadministrationDelegatedadministrationDistributedadministrationFollow the sunadministration SecurityAdministrationSMF ObjectivesEnsureconfidentiality integrity andavailabilityofenterprisedataSafeguardphysicalandintellectualpropertyDetectandpreventunauthorizedaccesstoinformationandfacilitiesKeyconceptsIdentificationAuthenticationAccesscontrolConfidentialityIntegrityNon repudiationAuditing ServiceMonitoringandControlSMF ObjectivesAllowoperationstoobservethe health ofaservicein realtime ProvideoperationswithreactiveandproactivemonitoringAllowoperationstoensurethatservicelevelsaremetKeyconceptsServicelevelagreements SLAs Operatinglevelagreements OLAs EventsComponents HardwarelayerOSlayerApplicationlayer JobSchedulingSMF ObjectivesEqualizetheloadontheITinfrastructurebyschedulingcertainoperationstooccurthroughouttheday week oryearEnsurethesuccessfulexecutionofbatchoperationswhileminimizingtheimpacttoonlineusersofsystemresourcesKeyconceptsBatchprocessingScheduling NetworkAdministrationSMF ObjectivesEnsureconnectivityEnsureperformanceKeyconceptsNetworkhardwareconfiguration hubs switches routers networkinterfacecards Protocolmanagement OSIlayers1 4 Security DirectoryServicesAdministrationSMF ObjectivesProvideaccesstoenterpriseinformationMaintainconsistencyamongdisparatedirectorytypesReceiverealvaluefromenterprisedatabymakingiteasiertoaccessanduseKeyconceptsDirectory enabledapplicationsDailysupportactivitiessuchasmonitoring maintaining andtroubleshootingtheenterprisedirectoryUser group andresourcecreationandmanagementMetadirectories PrintandOutputManagementSMF ObjectivesRenderbusinessinformationinanon electronicformStoreprintedinformationinasafeplaceSecureconfidentialbusinessinformationKeyconceptsPrintingDocumentdistributionDocumentarchivingandstorageDocumentpurginganddisposal StorageManagementSMF ObjectivesOperationandmaintenanceofdisks tapes andotherstoragemediaBackupandrestorationofdataandfilesystemsKeyconceptsStorageresourcemanagementBackupandrestore 操作象限中SMF的内在关系 OperationsReview ObjectiveAssessandimproveeffectivenessofdailyoperationalactivitiesbasedonestablishedmetricsandbusinessneedTimingIntervalbased regularlyscheduledOnceamonthoronceaquarter forexampleDependsentirelyonenvironment specificallyonrateofchangeofservicesolutionandtargetenvironment people process andtechnology OperationsReview InputsandDeliverables InputsExistingOLAsMetricsreportsperOLAs forexample production OperationsguideandservicesolutionspecificationsDeliverablesRequestforchangetoupdateOLAsActualversusplannedmetricsreportswithrecommendationsTargetenvironmentefficiencyopportunitiesandquickfixesModificationofprocedures automation andtoolsStaffinglevelsandskillrequirementsTechnicalchanges servicepacks hardware tuning Operationsguideupdates 支持象限 SupportingQuadrant MissionofService Missionofservice thetimelyresolutionofincidents problems errors andinquirieswithinapprovedrequirementscontainedinservicelevelagreementsConstituentobjectivesIntegratetheprocesses tools andstaffrequiredtoidentify prioritize assign diagnose track andresolve Incidents problems errors requests andinquiriesProvideclearandconcisecommunicationwiththecustomerBalance knowledgescalable self helpwithhuman assistedhelpAchieveseamlessexternalandinternalservicedesks ServiceDeskSMF ObjectivesProvidecallcenterservicesManagecustomercommunicationsandcustomerrelationshipsKeyconceptsCallcenterHelpdeskCustomerrelationshipmanagement CRM IncidentManagementSMF ObjectivesRestorenormalserviceoperationasquicklyaspossibleandminimizeanyadverseimpactonbusinessoperationsClassify log assign makeinitialdiagnosis prioritize andescalateincidentsaccordingtopolicydocumentsKeyconceptsServicedeskactivityIncidentEscalationKnownerrordatabase ProblemManagementSMF ObjectivesMinimizetheimpactofproblemsonthebusinesscapabilitiesofanorganizationIdentifyandcorrecttheunderlyingcausesofproblemssothattheydonotoccurrepeatedlyKeyconceptsProblemresolutiontypicallyinvolvessoftwaredevelopersandhardwaremanufacturersRootcauseanalysisKnownerror 支持象限中SMF的内在关系 SLAReview ObjectiveAssessandimprovethealignmentofbusinessneedwithITservicedeliveryperSLAIncludecostofserviceversuslevelofserviceoptimizationTimingIntervalbased regularlyscheduledOnceamonthoronceaquarter forexampleDependsentirelyonrateofchangeofservicesolutionandbusinessenvironment SLAReview InputsandDeliverables InputsExistingSLAsMetricssummaries forexample production SupportmetricsCustomersatisfactionmetricsRFCsChangesintheservicerequestedbycustomersandITDeliverablesListofITservicesprioritizedaccordingtotheirimportancetothebusinessListofSLAsthatrequirere negotiationRequestsforchangetoupdateSLAs 优化象限 OptimizingQuadrant MissionofService Missionofservice theoptimization reduction ofcostswhilemaintainingorimprovingservicelevelsConstituentobjectivesExaminecoststructures staffinglevelsandskillsets andsystemavailabilityandperformanceAnalyzeandforecastcapacityPlanforcontingenciesIdentifychangesthatarerequiredtorespondtochangingbusinessneeds ServiceLevelManagementSMF ObjectivesMaintainandincrementallyimproveITservicequalityFocusITeffortonthoseareasthatthecustomerconsidersimportantEngagethecustomerintheservicedeliverychainFormalizetherelationshipbetweengroupswithintheITorganizationFormalizetherelationshipbetweentheITorganizationanditssuppliersandcustomersKeyconceptsServicelevelagreement SLA Operatinglevelagreement OLA Underpinningcontract UC FinancialManagementSMF ObjectivesManagemonetaryresourcessoundlyinsupportoforganizationalgoalsKeyConceptsCostaccountingCostrecoveryBudgetingProjectinvestmentappraisals ServiceContinuityManagementSMF ObjectivesEnsurethatanygivenITserviceprovidesvaluetothecustomerintheeventthatnormalavailabilitysolutionsfailManageriskstoavailabilityforwhichnostraightforwardcountermeasuresexistorwherethecountermeasureisprohibitivelyexpensiveKeyconceptsServicelevelobjectives SLOs Operatinglevelagreements OLAs RiskmanagementFailoverandrecoveryContingencyplansanddrills AvailabilityManagementSMF ObjectivesProvidehighavailabilityofsolutionsMinimizeservicedisruptionsKeyconceptsAvailabilityReliabilityManageabilityServiceability CapacityManagementSMF ObjectivesBalancecapacityanddemandManagecapacityproactivelyEnsurethatSLAcapacitytargets