从管理和运营的角度看课件

从管理和运营的角度看IT

4.MOF过程模型从管理和运营的角度看IT

4.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风险管理原则从管理和运营的角度看IT系列讲座介绍1.MOF简介今日议程MOF过程模型概述变更象限操作象限支持象限优化象限今日议程MOF过程模型概述MOF过程模型概述MOF过程模型概述过程模型的作用TheMOFprocessmodelFacilitatesconsistentITservicemanagementacrossservicesolutionsEstablishesastructureforITfunctions,processes,andproceduresRepresentsalifecycleapproach过程模型的作用TheMOFprocessmodelBasicModelConceptsReleaselifecycleQuadrants(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BasicModelConceptsReleaseliReleaseLifeCycleThecircleandarrowsrepresenttheconceptoftheiterativelifecycleofaservicesolutionMOFfocusesontheservicesolutionasthecentral“unitofwork”ReleaseLifeCycleThecircleaMOFProcessModelQuadrantsProcessmodelhasfourquadrantsChangingquadrant–assessesimpactofandimplementschangesOperatingquadrant–operates,maintains,andmanagesservicesolutionsSupportingquadrant–identifiesandcorrectsincidentsandproblemsOptimizingquadrant–evaluates,models,andimprovesservicesolutionsEachquadranthasauniquemissionofserviceMOFProcessModelQuadrantsProMOFOperationsManagementReviewsKeymanagementcheckpointsthatstructurequalityandmeasurementintotheservicesolutionreleaselifecycleEvent-basedandinterval-basedmanagementreviews(两种类型)Event-basedReleaseapprovedreviewReleasereadinessreviewInterval-basedOperationsreviewServicelevelagreementreviewMOFOperationsManagementReviMOFServiceManagementFunctionsUnderlyingprocessesandprocedureswithineachMOFquadrantthatsupportthemissionofserviceforthatquadrant20SMFsthatarearrangedinoneoffourMOFquadrantsEachSMF’sprimarymissionsupportshomequadrant,butcross-quadrantinnatureMOFServiceManagementFunctioSMF,Processes,Procedures,andTasksServiceManagementFunctionProcess1Process2Process3Procedure1Procedure2Task1Task2SMF,Processes,Procedures,anMOFSMFsandITILOverlayServiceLevelManagementFinancialManagementServiceContinuityMgtAvailabilityManagementCapacityManagementWorkforceManagementChangeManagementConfigurationManagementReleaseManagementSystemAdministrationSecurityAdministrationServiceMonitoring&ControlJobSchedulingNetworkAdministrationDirectoryServicesAdminPrint/OutputManagementStorageManagementServiceDeskIncidentManagementProblemManagementTheseSMFswereeithercreatedasneworsignificantlyexpandeduponbyMOFMOFSMFsandITILOverlayServi变更象限变更象限ChangingQuadrant–MissionofServiceMissionofservice:theeffectiveintroductionofapprovedchangesintotheITenvironmentquicklyandwithminimaldisruptionofserviceChangesintechnologies,systems,applications,hardware,tools,etc.ChangesinprocessesandinrolesandresponsibilitiesConstituentobjectivesEffectivelyrespondtogenuinebusinessneedanddemandMaintainmanagedenvironmentsinaknownstateManagechange(s)asaquantifiableandqualitativepackageSmoothlydeployreliablenewservicesChangingQuadrant–MissionofChangeManagementSMFObjectivesRespondtobusinessrequirementsIntroducenewandupdatedproducts,services,andcomponentsImprovereliabilityofITservicesKeyconceptsRequestforchange(RFC)Changeadvisoryboard(CAB)Standardandurgent(fasttrack)changeprocessesChangeManagementSMFObjectiveConfigurationManagementSMFObjectivesTrackcomponentsoftheITinfrastructureMaintainconfigurationinformationforIT-relatedcomponentsKeyconceptsCMDB–therepositoryforallcomponents(services,hardware,software,people,documentation,incidentsandproblems,servicelevelagreements,etc.)Configurationitems(CIs),attributes,andrelationshipsConfigurationmanagementactivities–identifying,controlling,tracking,andauditingThedefinitivesoftwarelibrary(DSL)–softwarestorageandprotectionConfigurationManagementSMFObReleaseManagementSMFObjectivesDeployreliableservicessmoothlyEnsurethattheenvironmentissecureandinaknownstateKeyconceptsReleaseplanBuilding,testing,evaluatingCoordinationandcommunicationPilotstagingReleaseManagementSMFObjectiv变更象限中SMF的内在关系变更象限中SMF的内在关系ReleaseReadinessReviewObjectiveGo/no-godecisionon:“Operational-ability”oftheservicesolutionOperationsandsupportstaffs’preparednessCompletenessoftherelease-to-productionplanTestedback-outplanTimingEvent-basedCheckpointonper-releasebasisReleaseReadinessReviewObjectReleaseReadinessReview:输入和成果InputsPreviouslessons-learneddocumentsStakeholder(s)’pre-workreportsandmetricsServicesolutionspecificationandoperationsguidesDeliverablesSign-offontestsummaryreportsSign-offondeploymentandinstallationplanSign-offoncontingency(rollback)planSign-offondeploymentcommunicationplanTarget-environmentreadinesschecklist:AssessmentofimpactsonothersystemsOperationssupportstaffpreparednessHardwareandsoftwarecompletenessReleaseReadinessReview:输入和成操作象限操作象限OperatingQuadrant–MissionofServiceMissionofservice:theefficientexecutionandmonitoringofthedailyoperationaltasksandactivitiesrequiredtoeffectivelyrunanITserviceConstituentobjectivesAchieveandmaintainservicelevelswithinstatedrequirements(SLAsandOLAs)EnsurethatIToperatingstandards,processes,andproceduresareappliedtonewlyintroducedservicesolutionsProactivelyrespondtochangingconditionsbeforesupportincidentsoccurAutomate,automate,automateOperatingQuadrant–MissionoSystemAdministrationSMFObjectivesFunctionasdrivingSMFforoperatingquadrantandoperatingSMFsPerformday-to-dayadministrativefunctionsUserandgroupaccountmanagementAdministrationofcomputingandnetworkresourcesKeyconceptsCentralizedadministrationRemoteadministrationDelegatedadministrationDistributedadministrationFollow-the-sunadministrationSystemAdministrationSMFObjecSecurityAdministrationSMFObjectivesEnsureconfidentiality,integrity,andavailabilityofenterprisedataSafeguardphysicalandintellectualpropertyDetectandpreventunauthorizedaccesstoinformation

andfacilitiesKeyconceptsIdentificationAuthenticationAccesscontrolConfidentialityIntegrityNon-repudiationAuditingSecurityAdministrationSMFObjServiceMonitoringandControlSMFObjectivesAllowoperationstoobservethe“health”ofaservicein“realtime”ProvideoperationswithreactiveandproactivemonitoringAllowoperationstoensurethatservicelevelsaremetKeyconceptsServicelevelagreements(SLAs)Operatinglevelagreements(OLAs)EventsComponents:HardwarelayerOSlayerApplicationlayerServiceMonitoringandControlJobSchedulingSMFObjectivesEqualizetheloadontheITinfrastructurebyschedulingcertainoperationstooccurthroughouttheday,week,oryearEnsurethesuccessfulexecutionofbatchoperationswhileminimizingtheimpacttoonlineusersofsystemresourcesKeyconceptsBatchprocessingSchedulingJobSchedulingSMFObjectivesNetworkAdministrationSMFObjectivesEnsureconnectivityEnsureperformanceKeyconceptsNetworkhardwareconfiguration(hubs,switches,routers,networkinterfacecards)Protocolmanagement(OSIlayers1-4)SecurityNetworkAdministrationSMFObjeDirectoryServicesAdministrationSMFObjectivesProvideaccesstoenterpriseinformationMaintainconsistencyamongdisparatedirectorytypesReceiverealvaluefromenterprisedatabymakingiteasiertoaccessanduseKeyconceptsDirectory-enabledapplicationsDailysupportactivitiessuchasmonitoring,maintaining,andtroubleshootingtheenterprisedirectoryUser,group,andresourcecreationandmanagementMetadirectoriesDirectoryServicesAdministratPrintandOutputManagementSMFObjectivesRenderbusinessinformationinanon-electronicformStoreprintedinformationinasafeplaceSecureconfidentialbusinessinformationKeyconceptsPrintingDocumentdistributionDocumentarchivingandstorageDocumentpurginganddisposalPrintandOutputManagementSMStorageManagementSMFObjectivesOperationandmaintenanceofdisks,tapes,andotherstoragemediaBackupandrestorationofdataandfilesystemsKeyconceptsStorageresourcemanagementBackupandrestoreStorageManagementSMFObjectiv操作象限中SMF的内在关系操作象限中SMF的内在关系OperationsReviewObjectiveAssessandimproveeffectivenessofdailyoperationalactivitiesbasedonestablishedmetricsandbusinessneedTimingIntervalbased–regularlyscheduledOnceamonthoronceaquarter,forexampleDependsentirelyonenvironment–specificallyonrateofchangeofservicesolutionandtargetenvironment(people,process,andtechnology)OperationsReviewObjectiveOperationsReview:InputsandDeliverablesInputsExistingOLAsMetricsreportsperOLAs(forexample,production)OperationsguideandservicesolutionspecificationsDeliverablesRequestforchangetoupdateOLAsActualversusplannedmetricsreportswithrecommendationsTargetenvironmentefficiencyopportunitiesandquickfixesModificationofprocedures,automation,andtoolsStaffinglevelsandskillrequirementsTechnicalchanges(servicepacks,hardware,tuning)OperationsguideupdatesOperationsReview:Inputsand支持象限支持象限SupportingQuadrant–MissionofServiceMissionofservice:thetimelyresolutionofincidents,problems,errors,andinquirieswithinapprovedrequirementscontainedinservicelevelagreementsConstituentobjectivesIntegratetheprocesses,tools,andstaffrequiredtoidentify,prioritize,assign,diagnose,track,andresolve:Incidents,problems,errors,requests,andinquiriesProvideclearandconcisecommunicationwiththecustomerBalance“knowledgescalable”self-helpwithhuman-assistedhelpAchieveseamlessexternalandinternalservicedesksSupportingQuadrant–MissionServiceDeskSMFObjectivesProvidecallcenterservicesManagecustomercommunicationsandcustomerrelationshipsKeyconceptsCallcenterHelpdeskCustomerrelationshipmanagement(CRM)ServiceDeskSMFObjectivesIncidentManagementSMFObjectivesRestorenormalserviceoperationasquicklyaspossibleandminimizeanyadverseimpactonbusinessoperationsClassify,log,assign,makeinitialdiagnosis,prioritize,andescalateincidentsaccordingtopolicydocumentsKeyconceptsServicedeskactivityIncidentEscalationKnownerrordatabaseIncidentManagementSMFObjectiProblemManagementSMFObjectivesMinimizetheimpactofproblemsonthebusinesscapabilitiesofanorganizationIdentifyandcorrecttheunderlyingcausesofproblemssothattheydonotoccurrepeatedlyKeyconceptsProblemresolutiontypicallyinvolvessoftwaredevelopersandhardwaremanufacturersRootcauseanalysisKnownerrorProblemManagementSMFObjectiv支持象限中SMF的内在关系支持象限中SMF的内在关系SLAReviewObjectiveAssessandimprovethealignmentofbusinessneedwithITservicedeliveryperSLAIncludecostofserviceversuslevelofserviceoptimizationTimingIntervalbased,regularlyscheduledOnceamonthoronceaquarter,forexampleDependsentirelyonrateofchangeofservicesolutionandbusinessenvironmentSLAReviewObjectiveSLAReview:InputsandDeliverablesInputsExistingSLAsMetricssummaries(forexample,production)SupportmetricsCustomersatisfactionmetricsRFCsChangesintheservicerequestedbycustomersandITDeliverablesListofITservicesprioritizedaccordingtotheirimportancetothebusinessListofSLAsthatrequirere-negotiationRequestsforchangetoupdateSLAsSLAReview:InputsandDeliver优化象限优化象限OptimizingQuadrant–MissionofServiceMissionofservice:theoptimization(reduction)ofcostswhilemaintainingorimprovingservicelevelsConstituentobjectivesExaminecoststructures,staffinglevelsandskillsets,andsystemavailabilityandperformanceAnalyzeandforecastcapacityPlanforcontingenciesIdentifychangesthatarerequiredtorespondtochangingbusinessneedsOptimizingQuadrant–MissionServiceLevelManagementSMFObjectivesMaintainandincrementallyimproveITservicequalityFocusITeffortonthoseareasthatthecustomerconsidersimportantEngagethecustomerintheservicedeliverychainFormalizetherelationshipbetweengroupswithintheITorganizationFormalizetherelationshipbetweentheITorganizationanditssuppliersandcustomersKeyconceptsServicelevelagreement(SLA)Operatinglevelagreement(OLA)Underpinningcontract(UC)ServiceLevelManagementSMFObFinancialManagementSMFObjectivesManagemonetaryresourcessoundlyinsupportoforganizationalgoalsKeyConceptsCostaccountingCostrecoveryBudgetingProjectinvestmentappraisalsFinancialManagementSMFObjectServiceContinuityManagementSMFObjectivesEnsurethatanygivenITserviceprovidesvaluetothecustomerintheeventthatnormalavailabilitysolutionsfailManageriskstoavailabilityforwhichnostraightforwardcountermeasuresexistorwherethecountermeasureisprohibitivelyexpensiveKeyconceptsServicelevelobjectives(SLOs)Operatinglevelagreements(OLAs)RiskmanagementFailoverandrecoveryContingencyplansanddrillsServiceContinuityManagementAvailabilityManagementSMFObjectivesProvidehighavailabilityofsolutionsMinimizeservicedisruptionsKeyconceptsAvailabilityReliabilityManageabilityServiceabilityAvailabilityManagementSMFObjCapacityManagementSMFObjectivesBalancecapacityanddemandManagecapacityproactivelyEnsurethatSLAcapacitytargetsarereasonableandattainableKeyconceptsCapacityplanResourcemanagementWorkloadmanagementModeling–simulationandusageTrendsanalysisandtuningCapacityManagementSMFObjectiWorkforceManagementSMF(人力资源管理)ObjectivesAcquire,allocate,andmaintainskilledresourcestomeetservicecommitmentsAchievestaffcommitmenttoservicequalityandprofessionalismKeyconceptsRetentionRecruitingSkillsassessmentanddevelopmentWorkforceManagementSMF(人力资源管优化象限中SMF的内在关系优化象限中SMF的内在关系ReleaseApprovedReviewObjectiveFormalbusiness/ITapprovalforoperationsspendingonareleaseTimingEventbasedTakesplaceaspartofthechangemanagementSMFFollowsITILCABprocess,isscalableReleaseApprovedReviewObjectiReleaseApprovedReview:输入和成果InputsRFCsImpactanalyses/assessmentsBusinesscaseanalyses(BCAs)DeliverablesReleaseapprovedlist(includingreleasesdenied,goesbacktodevelopment)AuthorizationtobeginreleaseplanningOperationsstaffingplanFeedbackontheSMFsintheoptimizingquadrantUpdatestotheoperationsguideUpdatedchangecontrolscheduleReleaseApprovedReview:输入和成果TechNet是什么?只需轻轻点击，答案就在您的指尖对于IT专业人员来说，TechNet是一个知识的宝库，你可以找到关于如何规划，部署和管理微软产品的的技术资源每月发放包含最新信息的DVD或者CD这是最权威的资源，可以帮助你评估、配置和维护微软产品。订阅TechNetTechNet网站两周发放一次的中文电子快报安全更新,新的资源等等TechNet中文电子快报有关最新微软产品介绍和技术的简报上机试验,“如何操作”等信息TechNet活动和网站消息用户群可管理的新闻组中文社区TechNet是什么?只需轻轻点击，答案就在您的指尖每月发放我们从哪里可以了解到TechNet?我们从哪里可以了解到TechNet?您的潜力，我们的动力！您的潜力，我们的动力！从管理和运营的角度看IT

4.MOF过程模型从管理和运营的角度看IT

4.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风险管理原则从管理和运营的角度看IT系列讲座介绍1.MOF简介今日议程MOF过程模型概述变更象限操作象限支持象限优化象限今日议程MOF过程模型概述MOF过程模型概述MOF过程模型概述过程模型的作用TheMOFprocessmodelFacilitatesconsistentITservicemanagementacrossservicesolutionsEstablishesastructureforITfunctions,processes,andproceduresRepresentsalifecycleapproach过程模型的作用TheMOFprocessmodelBasicModelConceptsReleaselifecycleQuadrants(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BasicModelConceptsReleaseliReleaseLifeCycleThecircleandarrowsrepresenttheconceptoftheiterativelifecycleofaservicesolutionMOFfocusesontheservicesolutionasthecentral“unitofwork”ReleaseLifeCycleThecircleaMOFProcessModelQuadrantsProcessmodelhasfourquadrantsChangingquadrant–assessesimpactofandimplementschangesOperatingquadrant–operates,maintains,andmanagesservicesolutionsSupportingquadrant–identifiesandcorrectsincidentsandproblemsOptimizingquadrant–evaluates,models,andimprovesservicesolutionsEachquadranthasauniquemissionofserviceMOFProcessModelQuadrantsProMOFOperationsManagementReviewsKeymanagementcheckpointsthatstructurequalityandmeasurementintotheservicesolutionreleaselifecycleEvent-basedandinterval-basedmanagementreviews(两种类型)Event-basedReleaseapprovedreviewReleasereadinessreviewInterval-basedOperationsreviewServicelevelagreementreviewMOFOperationsManagementReviMOFServiceManagementFunctionsUnderlyingprocessesandprocedureswithineachMOFquadrantthatsupportthemissionofserviceforthatquadrant20SMFsthatarearrangedinoneoffourMOFquadrantsEachSMF’sprimarymissionsupportshomequadrant,butcross-quadrantinnatureMOFServiceManagementFunctioSMF,Processes,Procedures,andTasksServiceManagementFunctionProcess1Process2Process3Procedure1Procedure2Task1Task2SMF,Processes,Procedures,anMOFSMFsandITILOverlayServiceLevelManagementFinancialManagementServiceContinuityMgtAvailabilityManagementCapacityManagementWorkforceManagementChangeManagementConfigurationManagementReleaseManagementSystemAdministrationSecurityAdministrationServiceMonitoring&ControlJobSchedulingNetworkAdministrationDirectoryServicesAdminPrint/OutputManagementStorageManagementServiceDeskIncidentManagementProblemManagementTheseSMFswereeithercreatedasneworsignificantlyexpandeduponbyMOFMOFSMFsandITILOverlayServi变更象限变更象限ChangingQuadrant–MissionofServiceMissionofservice:theeffectiveintroductionofapprovedchangesintotheITenvironmentquicklyandwithminimaldisruptionofserviceChangesintechnologies,systems,applications,hardware,tools,etc.ChangesinprocessesandinrolesandresponsibilitiesConstituentobjectivesEffectivelyrespondtogenuinebusinessneedanddemandMaintainmanagedenvironmentsinaknownstateManagechange(s)asaquantifiableandqualitativepackageSmoothlydeployreliablenewservicesChangingQuadrant–MissionofChangeManagementSMFObjectivesRespondtobusinessrequirementsIntroducenewandupdatedproducts,services,andcomponentsImprovereliabilityofITservicesKeyconceptsRequestforchange(RFC)Changeadvisoryboard(CAB)Standardandurgent(fasttrack)changeprocessesChangeManagementSMFObjectiveConfigurationManagementSMFObjectivesTrackcomponentsoftheITinfrastructureMaintainconfigurationinformationforIT-relatedcomponentsKeyconceptsCMDB–therepositoryforallcomponents(services,hardware,software,people,documentation,incidentsandproblems,servicelevelagreements,etc.)Configurationitems(CIs),attributes,andrelationshipsConfigurationmanagementactivities–identifying,controlling,tracking,andauditingThedefinitivesoftwarelibrary(DSL)–softwarestorageandprotectionConfigurationManagementSMFObReleaseManagementSMFObjectivesDeployreliableservicessmoothlyEnsurethattheenvironmentissecureandinaknownstateKeyconceptsReleaseplanBuilding,testing,evaluatingCoordinationandcommunicationPilotstagingReleaseManagementSMFObjectiv变更象限中SMF的内在关系变更象限中SMF的内在关系ReleaseReadinessReviewObjectiveGo/no-godecisionon:“Operational-ability”oftheservicesolutionOperationsandsupportstaffs’preparednessCompletenessoftherelease-to-productionplanTestedback-outplanTimingEvent-basedCheckpointonper-releasebasisReleaseReadinessReviewObjectReleaseReadinessReview:输入和成果InputsPreviouslessons-learneddocumentsStakeholder(s)’pre-workreportsandmetricsServicesolutionspecificationandoperationsguidesDeliverablesSign-offontestsummaryreportsSign-offondeploymentandinstallationplanSign-offoncontingency(rollback)planSign-offondeploymentcommunicationplanTarget-environmentreadinesschecklist:AssessmentofimpactsonothersystemsOperationssupportstaffpreparednessHardwareandsoftwarecompletenessReleaseReadinessReview:输入和成操作象限操作象限OperatingQuadrant–MissionofServiceMissionofservice:theefficientexecutionandmonitoringofthedailyoperationaltasksandactivitiesrequiredtoeffectivelyrunanITserviceConstituentobjectivesAchieveandmaintainservicelevelswithinstatedrequirements(SLAsandOLAs)EnsurethatIToperatingstandards,processes,andproceduresareappliedtonewlyintroducedservicesolutionsProactivelyrespondtochangingconditionsbeforesupportincidentsoccurAutomate,automate,automateOperatingQuadrant–MissionoSystemAdministrationSMFObjectivesFunctionasdrivingSMFforoperatingquadrantandoperatingSMFsPerformday-to-dayadministrativefunctionsUserandgroupaccountmanagementAdministrationofcomputingandnetworkresourcesKeyconceptsCentralizedadministrationRemoteadministrationDelegatedadministrationDistributedadministrationFollow-the-sunadministrationSystemAdministrationSMFObjecSecurityAdministrationSMFObjectivesEnsureconfidentiality,integrity,andavailabilityofenterprisedataSafeguardphysicalandintellectualpropertyDetectandpreventunauthorizedaccesstoinformation

andfacilitiesKeyconceptsIdentificationAuthenticationAccesscontrolConfidentialityIntegrityNon-repudiationAuditingSecurityAdministrationSMFObjServiceMonitoringandControlSMFObjectivesAllowoperationstoobservethe“health”ofaservicein“realtime”ProvideoperationswithreactiveandproactivemonitoringAllowoperationstoensurethatservicelevelsaremetKeyconceptsServicelevelagreements(SLAs)Operatinglevelagreements(OLAs)EventsComponents:HardwarelayerOSlayerApplicationlayerServiceMonitoringandControlJobSchedulingSMFObjectivesEqualizetheloadontheITinfrastructurebyschedulingcertainoperationstooccurthroughouttheday,week,oryearEnsurethesuccessfulexecutionofbatchoperationswhileminimizingtheimpacttoonlineusersofsystemresourcesKeyconceptsBatchprocessingSchedulingJobSchedulingSMFObjectivesNetworkAdministrationSMFObjectivesEnsureconnectivityEnsureperformanceKeyconceptsNetworkhardwareconfiguration(hubs,switches,routers,networkinterfacecards)Protocolmanagement(OSIlayers1-4)SecurityNetworkAdministrationSMFObjeDirectoryServicesAdministrationSMFObjectivesProvideaccesstoenterpriseinformationMaintainconsistencyamongdisparatedirectorytypesReceiverealvaluefromenterprisedatabymakingiteasiertoaccessanduseKeyconceptsDirectory-enabledapplicationsDailysupportactivitiessuchasmonitoring,maintaining,andtroubleshootingtheenterprisedirectoryUser,group,andresourcecreationandmanagementMetadirectoriesDirectoryServicesAdministratPrintandOutputManagementSMFObjectivesRenderbusinessinformationinanon-electronicformStoreprintedinformationinasafeplaceSecureconfidentialbusinessinformationKeyconceptsPrintingDocumentdistributionDocumentarchivingandstorageDocumentpurginganddisposalPrintandOutputManagementSMStorageManagementSMFObjectivesOperationandmaintenanceofdisks,tapes,andotherstoragemediaBackupandrestorationofdataandfilesystemsKeyconceptsStorageresourcemanagementBackupandrestoreStorageManagementSMFObjectiv操作象限中SMF的内在关系操作象限中SMF的内在关系OperationsReviewObjectiveAssessandimproveeffectivenessofdailyoperationalactivitiesbasedonestablishedmetricsandbusinessneedTimingIntervalbased–regularlyscheduledOnceamonthoronceaquarter,forexampleDependsentirelyonenvironment–specificallyonrateofchangeofservicesolutionandtargetenvironment(people,process,andtechnology)OperationsReviewObjectiveOperationsReview:InputsandDeliverablesInputsExistingOLAsMetricsreportsperOLAs(forexample,production)OperationsguideandservicesolutionspecificationsDeliverablesRequestforchangetoupdateOLAsActualversusplannedmetricsreportswithrecommendationsTargetenvironmentefficiencyopportunitiesandquickfixesModificationofprocedures,automation,andtoolsStaffinglevelsandskillrequirementsTechnicalchanges(servicepacks,hardware,tuning)OperationsguideupdatesOperationsReview:Inputsand支持象限支持象限SupportingQuadrant–MissionofServiceMissionofservice:thetimelyresolutionofincidents,problems,errors,andinquirieswithinapprovedrequirementscontainedinservicelevelagreementsConstituentobjectivesIntegratetheprocesses,tools,andstaffrequiredtoidentify,prioritize,assign,diagnose,track,andresolve:Incidents,problems,errors,requests,andinquiriesProvideclearandconcisecommunicationwiththecustomerBalance“knowledgescalable”self-helpwithhuman-assistedhelpAchieveseamlessexternalandinternalservicedesksSupportingQuadrant–MissionServiceDeskSMFObjectivesProvidecallcenterservicesManagecustomercommunicationsandcustomerrelationshipsKeyconceptsCallcenterHelpdeskCustomerrelationshipmanagement(CRM)ServiceDeskSMFObjectivesIncidentManagementSMFObjectivesRestorenormalserviceoperationasquicklyaspossibleandminimizeanyadverseimpactonbusinessoperationsClassify,log,assign,makeinitialdiagnosis,prioritize,andescalateincidentsaccordingtopolicydocumentsKeyconceptsServicedeskactivityIncidentEscalationKnownerrordatabaseIncidentManagementSMFObjectiProblemManagementSMFObjectivesMinimizetheimpactofproblemsonthebusinesscapabilitiesofanorganizationIdentifyandcorrecttheunderlyingcausesofproblemssothattheydonotoccurrepeatedlyKeyconceptsProblemresolutiontypicallyinvolvessoftwaredevelopersandhardwaremanufacturersRootcauseanalysisKnownerrorProblemManagementSMFObjectiv支持象限中SMF的内在关系支持象限中SMF的内在关系SLAReviewObjectiveAssessandimprovethealignmentofbusinessneedwithITservicedeliveryperSLAIncludecostofserviceversuslevelofserviceoptimizationTimingIntervalbased,regularlyscheduledOnceamonthoronceaquarter,forexampleDependsentirelyonrateofchangeofservicesolutionandbusinessenvironmentSLAReviewObjectiveSLAReview:InputsandDeliverab