从管理和运营的角度看IT

《从管理和运营的角度看IT》由会员分享，可在线阅读，更多相关《从管理和运营的角度看IT（56页珍藏版）》请在装配图网上搜索。

1、MOF过程模型概述过程模型的作用uThe MOF process modelFacilitates consistent IT service management across service solutionsEstablishes a structure for IT functions,processes,and proceduresRepresents a life cycle approachBasic Model ConceptsuRelease life cycleuQuadrants(象限)uOperations management reviews(OMRs)uServic

2、e management functions(SMFs)u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Release Life CycleuThe circle and arrows represent the concept of the iterative life cycle of a service solutionuMOF focuses on the service solution as the central“unit of work”MOF Process Model QuadrantsuProcess model has four quadrantsC

3、hanging quadrant assesses impact of and implements changesOperating quadrant operates,maintains,and manages service solutionsSupporting quadrant identifies and corrects incidents and problemsOptimizing quadrant evaluates,models,and improves service solutionsuEach quadrant has a unique mission of ser

4、viceMOF Operations Management ReviewsuKey management checkpoints that structure quality and measurement into the service solution release life cycleuEvent-based and interval-based management reviews(两种类型)Event-basedRelease approved reviewRelease readiness reviewInterval-basedOperations reviewService

5、 level agreement reviewMOF Service Management FunctionsuUnderlying processes and procedures within each MOF quadrant that support the mission of service for that quadrant u20 SMFs that are arranged in one of four MOF quadrants uEach SMFs primary mission supports home quadrant,but cross-quadrant in n

6、atureSMF,Processes,Procedures,and TasksService Management FunctionProcess 1Process 2Process 3Procedure 1Procedure 2Task 1Task 2MOF SMFs and ITIL OverlayService Level ManagementFinancial ManagementService Continuity MgtAvailability ManagementCapacity ManagementWorkforce ManagementChange ManagementCon

7、figuration ManagementRelease ManagementSystem AdministrationSecurity AdministrationService Monitoring&Control Job SchedulingNetwork AdministrationDirectory Services AdminPrint/Output ManagementStorage ManagementService DeskIncident ManagementProblem ManagementThese SMFs were either created as new or

8、 significantly expanded upon by MOF变更象限Changing Quadrant Mission of ServiceuMission of service:the effective introduction of approved changes into the IT environment quickly and with minimal disruption of serviceChanges in technologies,systems,applications,hardware,tools,etc.Changes in processes and

9、 in roles and responsibilitiesuConstituent objectivesEffectively respond to genuine business need and demandMaintain managed environments in a known stateManage change(s)as a quantifiable and qualitative packageSmoothly deploy reliable new servicesChange Management SMFuObjectivesRespond to business

10、requirementsIntroduce new and updated products,services,and componentsImprove reliability of IT services uKey conceptsRequest for change(RFC)Change advisory board(CAB)Standard and urgent(fast track)change processesConfiguration Management SMFuObjectivesTrack components of the IT infrastructureMainta

11、in configuration information for IT-related componentsuKey conceptsCMDB the repository for all components(services,hardware,software,people,documentation,incidents and problems,service level agreements,etc.)Configuration items(CIs),attributes,and relationships Configuration management activities ide

12、ntifying,controlling,tracking,and auditingThe definitive software library(DSL)software storage and protection Release Management SMFuObjectivesDeploy reliable services smoothlyEnsure that the environment is secure and in a known stateuKey conceptsRelease planBuilding,testing,evaluatingCoordination a

13、nd communicationPilot staging变更象限中SMF的内在关系Release Readiness ReviewuObjectiveGo/no-go decision on:“Operational-ability”of the service solutionOperations and support staffs preparednessCompleteness of the release-to-production plan Tested back-out planuTiming Event-basedCheckpoint on per-release basis

14、Release Readiness Review:输入和成果uInputs Previous lessons-learned documentsStakeholder(s)pre-work reports and metricsService solution specification and operations guidesuDeliverablesSign-off on test summary reportsSign-off on deployment and installation plan Sign-off on contingency(roll back)plan Sign-

15、off on deployment communication planTarget-environment readiness checklist:Assessment of impacts on other systemsOperations support staff preparednessHardware and software completeness操作象限Operating Quadrant Mission of Service uMission of service:the efficient execution and monitoring of the daily op

16、erational tasks and activities required to effectively run an IT serviceu Constituent objectivesAchieve and maintain service levels within stated requirements(SLAs and OLAs)Ensure that IT operating standards,processes,and procedures are applied to newly introduced service solutionsProactively respon

17、d to changing conditions before support incidents occurAutomate,automate,automateSystem Administration SMFuObjectives Function as driving SMF for operating quadrant and operating SMFsPerform day-to-day administrative functionsUser and group account managementAdministration of computing and network r

18、esourcesuKey concepts Centralized administrationRemote administrationDelegated administrationDistributed administrationFollow-the-sun administrationSecurity Administration SMFuObjectives Ensure confidentiality,integrity,and availability of enterprise data Safeguard physical and intellectual property

19、Detect and prevent unauthorized access to information and facilitiesuKey conceptsIdentificationAuthentication Access controlConfidentialityIntegrity Non-repudiationAuditingService Monitoring and Control SMFuObjectivesAllow operations to observe the“health”of a service in“real time”Provide operations

20、 with reactive and proactive monitoringAllow operations to ensure that service levels are metuKey conceptsService level agreements(SLAs)Operating level agreements(OLAs)EventsComponents:Hardware layerOS layerApplication layerJob Scheduling SMFuObjectivesEqualize the load on the IT infrastructure by s

21、cheduling certain operations to occur throughout the day,week,or yearEnsure the successful execution of batch operations while minimizing the impact to online users of system resources uKey conceptsBatch processingSchedulingNetwork Administration SMFuObjectives Ensure connectivityEnsure performanceu

22、Key concepts Network hardware configuration(hubs,switches,routers,network interface cards)Protocol management(OSI layers 1-4)SecurityDirectory Services Administration SMFuObjectives Provide access to enterprise informationMaintain consistency among disparate directory typesReceive real value from en

23、terprise data by making it easier to access and useuKey conceptsDirectory-enabled applicationsDaily support activities such as monitoring,maintaining,and troubleshooting the enterprise directory User,group,and resource creation and managementMetadirectories Print and Output Management SMFuObjectives

24、Render business information in a non-electronic formStore printed information in a safe placeSecure confidential business informationuKey conceptsPrintingDocument distributionDocument archiving and storageDocument purging and disposalStorage Management SMFuObjectivesOperation and maintenance of disk

25、s,tapes,and other storage mediaBackup and restoration of data and file systemsuKey conceptsStorage resource managementBackup and restore操作象限中SMF的内在关系Operations ReviewuObjective Assess and improve effectiveness of daily operational activities based on established metrics and business needuTiming Inte

26、rval based regularly scheduledOnce a month or once a quarter,for exampleDepends entirely on environment specifically on rate of change of service solution and target environment(people,process,and technology)Operations Review:Inputs and DeliverablesuInputsExisting OLAsMetrics reports per OLAs(for ex

27、ample,production)Operations guide and service solution specificationsuDeliverablesRequest for change to update OLAsActual versus planned metrics reports with recommendationsTarget environment efficiency opportunities and quick fixesModification of procedures,automation,and toolsStaffing levels and s

28、kill requirementsTechnical changes(service packs,hardware,tuning)Operations guide updates支持象限Supporting Quadrant Mission of ServiceuMission of service:the timely resolution of incidents,problems,errors,and inquiries within approved requirements contained in service level agreementsu Constituent obje

29、ctivesIntegrate the processes,tools,and staff required to identify,prioritize,assign,diagnose,track,and resolve:Incidents,problems,errors,requests,and inquiriesProvide clear and concise communication with the customerBalance“knowledge scalable”self-help with human-assisted helpAchieve seamless exter

30、nal and internal service desksService Desk SMFuObjectives Provide call center servicesManage customer communications and customer relationshipsuKey conceptsCall centerHelp deskCustomer relationship management(CRM)Incident Management SMFuObjectivesRestore normal service operation as quickly as possib

31、le and minimize any adverse impact on business operationsClassify,log,assign,make initial diagnosis,prioritize,and escalate incidents according to policy documentsuKey conceptsService desk activityIncidentEscalationKnown error databaseProblem Management SMFuObjectivesMinimize the impact of problems

32、on the business capabilities of an organizationIdentify and correct the underlying causes of problems so that they do not occur repeatedly uKey conceptsProblem resolution typically involves software developers and hardware manufacturersRoot cause analysisKnown error支持象限中SMF的内在关系SLA ReviewuObjectiveA

33、ssess and improve the alignment of business need with IT service delivery per SLAInclude cost of service versus level of service optimizationuTimingInterval based,regularly scheduledOnce a month or once a quarter,for exampleDepends entirely on rate of change of service solution and business environm

34、entSLA Review:Inputs and DeliverablesuInputsExisting SLAsMetrics summaries(for example,production)Support metricsCustomer satisfaction metricsRFCs Changes in the service requested by customers and ITuDeliverablesList of IT services prioritized according to their importance to the businessList of SLA

35、s that require re-negotiationRequests for change to update SLAs优化象限Optimizing Quadrant Mission of ServiceuMission of service:the optimization(reduction)of costs while maintaining or improving service levelsuConstituent objectivesExamine cost structures,staffing levels and skillsets,and system availa

36、bility and performanceAnalyze and forecast capacityPlan for contingenciesIdentify changes that are required to respond to changing business needsService Level Management SMFuObjectivesMaintain and incrementally improve IT service qualityFocus IT effort on those areas that the customer considers impo

37、rtantEngage the customer in the service delivery chainFormalize the relationship between groups within the IT organization Formalize the relationship between the IT organization and its suppliers and customersuKey conceptsService level agreement(SLA)Operating level agreement(OLA)Underpinning contrac

38、t(UC)Financial Management SMFuObjectivesManage monetary resources soundly in support of organizational goalsuKey ConceptsCost accountingCost recovery BudgetingProject investment appraisalsService Continuity Management SMFuObjectivesEnsure that any given IT service provides value to the customer in t

39、he event that normal availability solutions failManage risks to availability for which no straightforward countermeasures exist or where the countermeasure is prohibitively expensiveuKey conceptsService level objectives(SLOs)Operating level agreements(OLAs)Risk managementFailover and recoveryConting

40、ency plans and drillsAvailability Management SMFuObjectives Provide high availability of solutionsMinimize service disruptionsuKey conceptsAvailabilityReliabilityManageabilityServiceabilityCapacity Management SMFuObjectivesBalance capacity and demandManage capacity proactivelyEnsure that SLA capacit

41、y targets are reasonable and attainableuKey conceptsCapacity planResource managementWorkload managementModeling simulation and usageTrends analysis and tuningWorkforce Management SMF(人力资源管理)uObjectives Acquire,allocate,and maintain skilled resources to meet service commitmentsAchieve staff commitmen

42、t to service quality and professionalism uKey conceptsRetentionRecruitingSkills assessment and development优化象限中SMF的内在关系Release Approved ReviewuObjective Formal business/IT approval for operations spending on a releaseuTiming Event basedTakes place as part of the change management SMF Follows ITIL CA

43、B process,is scalableRelease Approved Review:输入和成果uInputsRFCsImpact analyses/assessmentsBusiness case analyses(BCAs)uDeliverablesRelease approved list(including releases denied,goes back to development)Authorization to begin release planningOperations staffing planFeedback on the SMFs in the optimiz

44、ing quadrantUpdates to the operations guideUpdated change control schedule9、静夜四无邻，荒居旧业贫。2022-8-222022-8-22Monday,August 22,202210、雨中黄叶树，灯下白头人。2022-8-222022-8-222022-8-228/22/2022 6:35:36 AM11、以我独沈久，愧君相见频。2022-8-222022-8-222022-8-22Aug-2222-Aug-2212、故人江海别，几度隔山川。2022-8-222022-8-222022-8-22Monday,Augus

45、t 22,202213、乍见翻疑梦，相悲各问年。2022-8-222022-8-222022-8-222022-8-228/22/202214、他乡生白发，旧国见青山。2022年8月22日星期一2022-8-222022-8-222022-8-2215、比不了得就不比，得不到的就不要。2022年8月2022-8-222022-8-222022-8-228/22/202216、行动出成果，工作出财富。2022-8-222022-8-22August 22,202217、做前，能够环视四周；做时，你只能或者最好沿着以脚为起点的射线向前。2022-8-222022-8-222022-8-222022

46、-8-229、没有失败，只有暂时停止成功！。2022-8-222022-8-22Monday,August 22,202210、很多事情努力了未必有结果，但是不努力却什么改变也没有。2022-8-222022-8-222022-8-228/22/2022 6:35:36 AM11、成功就是日复一日那一点点小小努力的积累。2022-8-222022-8-222022-8-22Aug-2222-Aug-2212、世间成事，不求其绝对圆满，留一份不足，可得无限完美。2022-8-222022-8-222022-8-22Monday,August 22,202213、不知香积寺，数里入云峰。2022-

47、8-222022-8-222022-8-222022-8-228/22/202214、意志坚强的人能把世界放在手中像泥块一样任意揉捏。2022年8月22日星期一2022-8-222022-8-222022-8-2215、楚塞三湘接，荆门九派通。2022年8月2022-8-222022-8-222022-8-228/22/202216、少年十五二十时，步行夺得胡马骑。2022-8-222022-8-22August 22,202217、空山新雨后，天气晚来秋。2022-8-222022-8-222022-8-222022-8-229、杨柳散和风，青山澹吾虑。2022-8-222022-8-22M

48、onday,August 22,202210、阅读一切好书如同和过去最杰出的人谈话。2022-8-222022-8-222022-8-228/22/2022 6:35:36 AM11、越是没有本领的就越加自命不凡。2022-8-222022-8-222022-8-22Aug-2222-Aug-2212、越是无能的人，越喜欢挑剔别人的错儿。2022-8-222022-8-222022-8-22Monday,August 22,202213、知人者智，自知者明。胜人者有力，自胜者强。2022-8-222022-8-222022-8-222022-8-228/22/202214、意志坚强的人能把世界

49、放在手中像泥块一样任意揉捏。2022年8月22日星期一2022-8-222022-8-222022-8-2215、最具挑战性的挑战莫过于提升自我。2022年8月2022-8-222022-8-222022-8-228/22/202216、业余生活要有意义，不要越轨。2022-8-222022-8-22August 22,202217、一个人即使已登上顶峰，也仍要自强不息。2022-8-222022-8-222022-8-222022-8-22MOMODA POWERPOINTLorem ipsum dolor sit,eleifend nulla ac,fringilla purus.Nulla iaculis tempor felis amet,consectetur adipiscing elit.Fusce id urna blanditut cursus.感谢您的下载观看感谢您的下载观看专家告诉