从管理和运营的角度看ppt课件

1、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系列讲座引见1. MOF简介2. MOF实际根底-上3. MOF实际根底-下4. MOF过程模型5. MOF团队模型6. MOF风险管理原那么今日议程MOF过程模型概述变卦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The MOF process modelFacilitates consistent IT service management across service solutionsEstablishes a structure for IT functions, processes, and pr

2、oceduresRepresents a life cycle approachBasic Model ConceptsRelease life cycleQuadrants(象限)Operations management reviews (OMRs)Service management functions (SMFs)过程模型的准那么构造化体协构造快速生命周期评价驱动管理嵌入式风险管理Release Life CycleThe circle and arrows represent the concept of the iterative life cycle of a service s

3、olutionMOF focuses on the service solution as the central “unit of workMOF Process Model QuadrantsProcess model has four quadrantsChanging quadrant assesses impact of and implements changesOperating quadrant operates, maintains, and manages service solutionsSupporting quadrant identifies and correct

4、s incidents and problemsOptimizing quadrant evaluates, models, and improves service solutionsEach quadrant has a unique mission of serviceMOF Operations Management ReviewsKey management checkpoints that structure quality and measurement into the service solution release life cycleEvent-based and int

5、erval-based management reviews(两种类型)Event-basedRelease approved reviewRelease readiness reviewInterval-basedOperations reviewService level agreement reviewMOF Service Management FunctionsUnderlying processes and procedures within each MOF quadrant that support the mission of service for that quadran

6、t 20 SMFs that are arranged in one of four MOF quadrants Each SMFs primary mission supports home quadrant, but cross-quadrant in natureSMF, Processes, Procedures, and TasksService Management FunctionProcess 1Process 2Process 3Procedure 1Procedure 2Task 1Task 2MOF SMFs and ITIL OverlayService Level M

7、anagementFinancial ManagementService Continuity MgtAvailability ManagementCapacity ManagementWorkforce ManagementChange ManagementConfiguration ManagementRelease ManagementSystem AdministrationSecurity AdministrationService Monitoring & Control Job SchedulingNetwork AdministrationDirectory Services

8、AdminPrint/Output ManagementStorage ManagementService DeskIncident ManagementProblem ManagementThese SMFs were either created as new or significantly expanded upon by MOF变卦象限Changing Quadrant Mission of ServiceMission of service: the effective introduction of approved changes into the IT environment

9、 quickly and with minimal disruption of serviceChanges in technologies, systems, applications, hardware, tools, etc.Changes in processes and in roles and responsibilitiesConstituent objectivesEffectively respond to genuine business need and demandMaintain managed environments in a known stateManage

10、change(s) as a quantifiable and qualitative packageSmoothly deploy reliable new servicesChange Management SMFObjectivesRespond to business requirementsIntroduce new and updated products, services, and componentsImprove reliability of IT services Key conceptsRequest for change (RFC)Change advisory bo

11、ard (CAB)Standard and urgent (fast track) change processesConfiguration Management SMFObjectivesTrack components of the IT infrastructureMaintain configuration information for IT-related componentsKey conceptsCMDB the repository for all components (services, hardware, software, people, documentation

12、, incidents and problems, service level agreements, etc.)Configuration items (CIs), attributes, and relationships Configuration management activities identifying, controlling, tracking, and auditingThe definitive software library (DSL) software storage and protection Release Management SMFObjectives

13、Deploy reliable services smoothlyEnsure that the environment is secure and in a known stateKey conceptsRelease planBuilding, testing, evaluatingCoordination and communicationPilot staging变卦象限中SMF的内在关系Release Readiness ReviewObjectiveGo/no-go decision on:“Operational-ability of the service solutionOp

14、erations and support staffs preparednessCompleteness of the release-to-production plan Tested back-out planTiming Event-basedCheckpoint on per-release basisRelease Readiness Review: 输入和成果Inputs Previous lessons-learned documentsStakeholder(s) pre-work reports and metricsService solution specificatio

15、n and operations guidesDeliverablesSign-off on test summary reportsSign-off on deployment and installation plan Sign-off on contingency (roll back) plan Sign-off on deployment communication planTarget-environment readiness checklist:Assessment of impacts on other systemsOperations support staff prep

16、arednessHardware and software completeness操作象限Operating Quadrant Mission of Service Mission of service: the efficient execution and monitoring of the daily operational tasks and activities required to effectively run an IT service Constituent objectivesAchieve and maintain service levels within stat

17、ed requirements (SLAs and OLAs) Ensure that IT operating standards, processes, and procedures are applied to newly introduced service solutionsProactively respond to changing conditions before support incidents occurAutomate, automate, automateSystem Administration SMFObjectives Function as driving

18、SMF for operating quadrant and operating SMFsPerform day-to-day administrative functionsUser and group account managementAdministration of computing and network resourcesKey concepts Centralized administrationRemote administrationDelegated administrationDistributed administrationFollow-the-sun admin

19、istrationSecurity Administration SMFObjectives Ensure confidentiality, integrity, and availability of enterprise data Safeguard physical and intellectual propertyDetect and prevent unauthorized access to information and facilitiesKey conceptsIdentificationAuthentication Access controlConfidentiality

20、Integrity Non-repudiationAuditingService Monitoring and Control SMFObjectivesAllow operations to observe the “health of a service in “real timeProvide operations with reactive and proactive monitoringAllow operations to ensure that service levels are metKey conceptsService level agreements (SLAs)Ope

21、rating level agreements (OLAs)EventsComponents:Hardware layerOS layerApplication layerJob Scheduling SMFObjectivesEqualize the load on the IT infrastructure by scheduling certain operations to occur throughout the day, week, or yearEnsure the successful execution of batch operations while minimizing

22、 the impact to online users of system resources Key conceptsBatch processingSchedulingNetwork Administration SMFObjectives Ensure connectivityEnsure performanceKey concepts Network hardware configuration (hubs, switches, routers, network interface cards)Protocol management (OSI layers 1-4)SecurityDi

23、rectory Services Administration SMFObjectives Provide access to enterprise informationMaintain consistency among disparate directory typesReceive real value from enterprise data by making it easier to access and useKey conceptsDirectory-enabled applicationsDaily support activities such as monitoring

24、, maintaining, and troubleshooting the enterprise directory User, group, and resource creation and managementMetadirectories Print and Output Management SMFObjectivesRender business information in a non-electronic formStore printed information in a safe placeSecure confidential business informationK

25、ey conceptsPrintingDocument distributionDocument archiving and storageDocument purging and disposalStorage Management SMFObjectivesOperation and maintenance of disks, tapes, and other storage mediaBackup and restoration of data and file systemsKey conceptsStorage resource managementBackup and restor

26、e操作象限中SMF的内在关系Operations ReviewObjective Assess and improve effectiveness of daily operational activities based on established metrics and business needTiming Interval based regularly scheduledOnce a month or once a quarter, for exampleDepends entirely on environment specifically on rate of change o

27、f service solution and target environment (people, process, and technology)Operations Review: Inputs and DeliverablesInputsExisting OLAsMetrics reports per OLAs (for example, production)Operations guide and service solution specificationsDeliverablesRequest for change to update OLAsActual versus pla

28、nned metrics reports with recommendationsTarget environment efficiency opportunities and quick fixesModification of procedures, automation, and toolsStaffing levels and skill requirementsTechnical changes (service packs, hardware, tuning)Operations guide updates支持象限Supporting Quadrant Mission of Ser

29、viceMission of service: the timely resolution of incidents, problems, errors, and inquiries within approved requirements contained in service level agreements Constituent objectivesIntegrate the processes, tools, and staff required to identify, prioritize, assign, diagnose, track, and resolve:Incide

30、nts, problems, errors, requests, and inquiriesProvide clear and concise communication with the customerBalance “knowledge scalable self-help with human-assisted helpAchieve seamless external and internal service desksService Desk SMFObjectives Provide call center servicesManage customer communicatio

31、ns and customer relationshipsKey conceptsCall centerHelp deskCustomer relationship management (CRM)Incident Management SMFObjectivesRestore normal service operation as quickly as possible and minimize any adverse impact on business operationsClassify, log, assign, make initial diagnosis, prioritize,

32、 and escalate incidents according to policy documentsKey conceptsService desk activityIncidentEscalationKnown error databaseProblem Management SMFObjectivesMinimize the impact of problems on the business capabilities of an organizationIdentify and correct the underlying causes of problems so that th

33、ey do not occur repeatedly Key conceptsProblem resolution typically involves software developers and hardware manufacturersRoot cause analysisKnown error支持象限中SMF的内在关系SLA ReviewObjectiveAssess and improve the alignment of business need with IT service delivery per SLAInclude cost of service versus le

34、vel of service optimizationTimingInterval based, regularly scheduledOnce a month or once a quarter, for exampleDepends entirely on rate of change of service solution and business environmentSLA Review: Inputs and DeliverablesInputsExisting SLAsMetrics summaries (for example, production)Support metri

35、csCustomer satisfaction metricsRFCs Changes in the service requested by customers and ITDeliverablesList of IT services prioritized according to their importance to the businessList of SLAs that require re-negotiationRequests for change to update SLAs优化象限Optimizing Quadrant Mission of ServiceMission

36、 of service: the optimization (reduction) of costs while maintaining or improving service levelsConstituent objectivesExamine cost structures, staffing levels and skillsets, and system availability and performanceAnalyze and forecast capacityPlan for contingenciesIdentify changes that are required t

37、o respond to changing business needsService Level Management SMFObjectivesMaintain and incrementally improve IT service qualityFocus IT effort on those areas that the customer considers importantEngage the customer in the service delivery chainFormalize the relationship between groups within the IT

38、organization Formalize the relationship between the IT organization and its suppliers and customersKey conceptsService level agreement (SLA)Operating level agreement (OLA)Underpinning contract (UC)Financial Management SMFObjectivesManage monetary resources soundly in support of organizational goalsK

39、ey ConceptsCost accountingCost recovery BudgetingProject investment appraisalsService Continuity Management SMFObjectivesEnsure that any given IT service provides value to the customer in the event that normal availability solutions failManage risks to availability for which no straightforward count

40、ermeasures exist or where the countermeasure is prohibitively expensiveKey conceptsService level objectives (SLOs)Operating level agreements (OLAs)Risk managementFailover and recoveryContingency plans and drillsAvailability Management SMFObjectives Provide high availability of solutionsMinimize serv

41、ice disruptionsKey conceptsAvailabilityReliabilityManageabilityServiceabilityCapacity Management SMFObjectivesBalance capacity and demandManage capacity proactivelyEnsure that SLA capacity targets are reasonable and attainableKey conceptsCapacity planResource managementWorkload managementModeling simulation and usageTrends analysis and