卷起袖子做ITIL.ppt

1、捲起袖子做ITIL,江奇寯 產品經理 福秀資訊股份有限公司,賴天祥 系統管理技術經理 台灣微軟股份有限公司,單元議題,ITIL, MOF Overview IT 服務管理流程自動化 Incident Management Change Management IT 績效及容量規劃管理 Capacity Planner Performance Portal,ITIL, MOF Overview,2003,2008+,1997,2000,2006,Infrastructure 成本,複雜度,1994,Client Server,N - Tier,DynamicSystems,IT 複雜度 & 成本,

2、支援成本,管理成本,$,IT管理目的 降低 TCO, 提昇IT價值,什麼是IT 服務管理,ITIL Process(IT Infrastructure Library),Release Management,Change Management,Configuration Management,Capacity Management,Financial Management for IT Services,Security Management,IT Service Continuity Management,Service Level Management,Incident Managemen

3、t,Problem Management,Availability Management,Service Delivery,Service Support,Service Desk,MOF Models,Process Model,DSI will result in reduced costs, improved reliability, and increased responsiveness across the entire IT life cycle,ITIL & MOF Process Model,Microsoft Operations Framework,DSI Methodo

4、logy Foundation,CMDB,Incidents,Problems Known Errors,Changes,Releases,Monitoring Tools,Incidents,Incidents,Change Management,Release Management,Release schedule Release statistics Release reviews Secure library Testing standards Audit reports,Configuration Management,Problem Management,Incident Mana

5、gement,Customer Survey reports,Communications Updates Work-arounds,Releases,Difficulties Queries Enquiries,CMDB reports CMDB statistics Policy standards Audit reports,Change schedule CAB minutes Change statistics Change reviews Audit reports,Problem statistics Problem reports Problem reviews Diagnos

6、tic aids Audit reports,Service reports Incident statistics Audit reports,Changes,Cls Relationships,Service Desk,Customer Survey reports,The Business, Customers or Users,ITIL Service Support Model,CMDB is Kernel of ITIL,CMDB,Finance,Incident,Problem,Service Desk,Capacity,Release,Continuity,Finance,Ch

7、ange,SLM,維持CMDB的一致性,確保CMDB的維護只有單一管道 - Change Management 運用SMS 2003 監控相關CI (硬體/軟體)的變更,CMDB,Configuration Item Hardware Software Service Relationship Documents Etc,CI,要從哪下手做呢?,Source: Mercury Survey of Pink Elephant ITSM Conference attendees, Feb 2005,Which ITIL Process Is Most Important to You and Yo

8、ur Organization?,Change Management and Incident Management,Service Support,Service Delivery,IT 服務管理流程自動化,Service Desk Function,NOT a process but an organisational unit Owns the Incident Management Process The day-to-day Single Point of Contact (SPOC) for the user community (technical & business) Des

9、cribes present-day best practices in customer (user) service support,用戶,IT基礎設施,問題管理,Help Desk,PC Support,HW Support,Server Support,APs Owners,事故管理,事故請求,解決方案 臨時措施,IT部門,協議,報告,報告,主動通報,主動通報,組態管理,持續管理,容量管理,變更管理,資訊,監督與稽核,MOM + FootPrints 進行事故管理 (Incident Management),可用性管理,服務級別管理,資訊,發佈管理,財務管理,安全管理,Incident

10、 Management,Incident Management,目標 To restore normal service operation as quickly as possible and minimize the adverse impact on users and the organization. 定義 An incident is any event which causes, or may cause an interruption to, or a reduction in, the quality of a service.,為什麼需要?,過去企業並沒有一套機制可進行流程

11、自動化，因此有許多工作必須依賴Email往返或是Paper Work，無形間導致許多問題，問題概要如下 : 問題處理過程相關人員溝通不易 相關人員責任無法清楚界定 事件處理流程不清楚 事件過程無法追蹤 事件處理成效無法稽核 耗費過多時間於信件或paper溝通 無法建立過去處理方法之知識庫,MOM + FootPrints事故管理之流程說明,發現 問題,相關效益說明,減少Downtime(增強第一線解決能力) IT事件訊息傳遞快速 事件處理自動分配跟催 自動化事件處理作業降低人力Loading 可進行事件處理流程稽核及紀錄 報表產出容易(所有欄位皆可排列組合) 全中文介面可輕易上手,輕易選取所需

12、數值以產生報表 各類報表及數位儀表板,報表範例說明,Change Management,Change Management,Goal To ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of any related incidents upon service. Definition Change is an action that results in a new status fo

13、r one or more IT infrastructure Configuration Items (CI).,變更管理 V.S. SMS+FootPrints,以標準方法及程序，有效的處理所有的變更動作。以最小化變更事件對服務品質之影響 以FootPrints進行變更管理流程之設計 以SMS進行變更管理流程之執行面 變更管理分為三類角色:,# Change Manager # CAB : 供諮詢之顧問團 # EC : IT高層,SMS + FootPrints變更管理之流程說明,Original request for change,變更紀錄儲存至CMDB,SMS,Software 變更

14、,相關作業變更,相關硬體變更,相關Patch升級,各類變更需求 (RFCs),以FootPrints進行變更管理之流程設計,以FootPrints進行變更管理之流程設計,以FootPrints建立一個軟體變更程序,定義軟體變更程序中的變更管理員角色,設定變更管理之通知信件,Desktop Deployment Concerns,Will my applications work with Windows XP,Should we wait for the next Service Pack when the bugs have been worked out,I need a more aut

15、omated deployment solution,Where do I start,Are my documents compatible with Office 2003,Costs too much we dont have the resources,Image management is too costly,Business Desktop DeploymentBuild, plan, and deploy,Target Machine,SMS Advanced Client Agent Windows-Present,MOM,Hard Disk,Logs all activit

16、y,SMSServer,SMS inventory is used to create a collection.” Computers are targeted for refresh.,Client receives advertisement for OS refresh, saves user state.,1,2,3,SMS delivers bootable Windows PE image using WIM to existing OS partition.,5,6,7,Compressed WIM OS image is downloaded and installed.,S

17、MS Advanced Client agent starts up.,SMS delivers role based applications and post-OS configuration. User state is restored.,8,Application Delivery,SMS ClientAgent Pre-OS,Windows PE Image Delivery,Boot files are modified, reboots to Windows PE on hard disk, then cleans disk.,4,OS Image Delivery,Boota

18、ble Windows PE,OS,Image is personalized and boots to full OS with SMS agent.,SMS 2003 OS Deployment Capabilities,Zero Touch Installation,Reporting,Reporting,Reporting,IT 績效及容量規劃管理,Capacity Management,Goal To ensure that all the current and future capacity and performance aspects of the business requ

19、irements are provided cost effectively.,Information,ITIL recommends integrated databases,providing a holistic view,Capacity Management,系統生命週期 & 效能規劃,Why Capacity Planning is Important,To answer the following questions Bottleneck analysis Server consolidation User scenarios Software upgrades How and

20、Where do I save Money Providing an initial sizing and architecture Building a blueprint of the deployment Allowing experimentation with different hardware, software, load, and architecture options Providing confidence that the deployment meets SLA and user expectations,Benefits of Capacity Planning,

21、Efficiently plan deployments Guidance for system sizing and architecture What-if analysis: hardware, software, topology Justify Cost Feel confident about purchasing decisions Justify expenditure to management Meet expectations Deployments that meet SLAs Happier users Prepare for the future Capacity planning meets future requirements Make the right trade offs,Planning Phase 架構規劃,Model Wizard,Results,Model Editor,Simulation,System Center Capacity Planer 2006,Model Wizard,Results,Model Editor,Simulation,Planning Phase 架構