Best Practices For Complex IT Environments. James Dorney Technology Strategist Development

Transcription

1 Best Practices For Complex IT Environments James Dorney Technology Strategist Development

2 Agenda ITIL Standards Body Service Support Service Delivery CA & ITIL

3 IT Infrastructure Library (ITIL) Created by UK Government Evolving Since 1989 Adopted as industry standard for basis of successful IT service management

4 IT Infrastructure Library (ITIL) Designed as a flexible set of standards to be utilized by an organization Splits definitions into 2 separate volumes Service Support Service Delivery The Service Desk

5 Service Desk

6 Service Desk To provide a strategic central point of contact for customers and an operational single point of contact for managing incidents to resolution

7 Service Desk Single point of contact Advice, guidance & rapid restoration Central point of contact Handle both business and clients Service request

8 Service Desk Improve service to, and on behalf of the business Provide advice and guidance to customers Meet expectation set out in SLA s Communicate and promote services

9 Service Desk

10 Service Desk

11 Service Support

12 Service Support Includes 5 disciplines Incident Management Problem Management Change Management Release Management Configuration Management Designed for flexibility and stability in delivering IT services to the business

13 Configuration Management Identify, record and report on all IT components that are under the control and and scope of Configuration Management

14 Configuration Management Maintain control over the IT infrastructure Identify, record, control and verify all of the items in the IT infrastructure Own entity database (CMDB) Ties in to all other databases

15 Configuration Management Infrastructure CMDB Configuration Item (CI) Relationship Scope

16 Incident Management To restore normal service operation as quickly as possible and minimize the adverse impact on business operations Reactionary!!!

17 Incident Management Ensures that high quality service levels are maintained and service availability meets customers requirements Three distinct categories: Application Hardware Service Requests

18 Incident Management Detection and Recording Classification & Initial Support Prioritization Investigation & Diagnosis Resolution & Recovery Closure Ownership & Monitoring

19 Incident Management Incident Matching Occurs for each and all incidents Find a solution or know work-around from knowledge base If there is no solution, a fix must be created

20 Incident Management

21 Problem Management Minimize the adverse impact of incidents and problems on the business that are caused by errors in the IT Infrastructure To prevent recurrence of incidents related to these errors WHY ARE THESE INCIDENTS OCCURING???

22 Problem Management Problem A condition identified from multiple incidents exhibiting common symptoms, or from a single significant incident for which the cause is unknown Know Error A condition identified by successful diagnosis of the root cause of the problem

23 Problem Management Problem Control Identification & Recording Classification & Impact on Business Investigation & Diagnosis Error Control Assessment Implement A Request For Change Record Error Resolution

24 Problem Management

25 Change Management To ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents and improve day-to-day operations

26 Change Management Change An action that results in a new status for one or more IT infrastructure configuration items (CI)

27 Change Management Assessment & Acceptance Classification Change Approval Coordination

28 Change Management

29 Release Management Take a holistic view of a change to an IT service and should ensure that all aspects of a release both technical and non-technical are considered together

30 Release Management Release Planning Design, Build & Configuration Release Acceptance Rollout Planning Communication, Preparation & Training Distribution & Installation

31 Release Management

32 Release Management

33 Service Delivery

34 Service Delivery 5 Distinct Categories Service-Level Management Availability Management Capacity Management Financial Management IT Service Continuity Management

35 Service-Level Management To maintain and improve IT service quality through a constant cycle of agreeing, monitoring and reporting to meet the customer s business objectives

36 Service-Level Management Service Level Requirements (SLR) Service Level Agreement (SLA) Underpinning Contract (UC)

37 Service-Level Management

38 Availability Management To optimize the capability of the IT infrastructure, services and supporting organization to deliver a cost effective and sustained level of availability enabling the business to meet their objectives

39 Availability Management Determine availability requirements Compile availability plan Monitor availability Monitor maintenance

40 Availability Management

41 Capacity Management To ensure that all current and future capacity and performance aspects of the business requirements are provided cost effectively

42 Capacity Management Business Capacity Management Service Capacity Management Resource Capacity Management

43 Capacity Management

44 IT Service Continuity Management DISASTER RECOVERY!!! To ensure that the required IT technical and services facilities can be recovered within required and agreed timescales

45 IT Service Continuity Management IT Service Continuity Management Business Continuity Management Crisis

46 IT Service Continuity Management

47 Financial Management To provide cost-effective total ownership of the IT assets and resources used in the providing of IT services.

48 Financial Management Direct or Indirect Fixed or Variable Capital or Operational

49 Financial Management Budgeting IT accounting Charging

50 Financial Management

51 CA & ITIL

52 The Service Desk Receive & record all calls Initial assessment & first line resolution Monitor & escalate all incidences Provide timely feedback to all users Provide management reports

53 The Service Desk Unicenter ServicePlus (Service Desk) Handles the Service Desk responsibilities including the ability to report directly to customers on incident progress and selfservice through web-interface

54 Service Desk

55 Incident Management Incident detection and recording Classification of incidents and support Resolution Incident closure Ownership & tracking

56 Incident Management Unicenter ServicePlus Record, classify, escalate & track incidents Knowledge base tools Unicenter Asset Management Provide configuration information of managed environment Unicenter Remote Control Ability to take control of workstation to identify and correct incidents

57 Problem Management Problem identification and recording Classification Investigation & diagnosis Proactive prevention Problem reviews

58 Problem Management Unicenter ServicePlus Record & classify problems Utilize options of Unicenter family Unicenter Performance Management Trend analysis

59 Change Management Raising & changing requests Assessing impact, cost, benefit & risk Obtaining proper approval for changes Managing & implement the change Monitor & report on the change

60 Change Management Unicenter ServicePlus Record & track changes and RFC s Unicenter Discovery, BPV s & AMO Provide information about nature of environment and impact of change AllFusion Change & Configuration Mgmt Control & change management of an application through the development lifecycle.

61 Release Management Planning & overseeing the successful roll-out of software into the environment Roll-out plan Proper record of roll-out process Rolled-out software kept in DSL

62 Release Management Unicenter SDO Ability to package and manage the roll-out of software in an environment Provides audit trail New roll-outs held in a software library Unicenter Asset Management Provide information about hardware and software targets to ensure efficient and accurate release management.

63 Configuration Management Identify all relevant assets (HW & SW) Maintain control over assets Account for status of assets Provide audit information on the assets

64 Configuration Management Unicenter Asset Management Records & collects assets in the infrastructure for the purpose of storing and monitoring Able to detect movement, additions and removals that occur in the infrastructure Discovery & BPV s Used to identify and categorize assets in the environment

65 Service-Level Management Negotiating & agreeing on service deliverables Measuring & reporting on the service levels achieved, resources acquired, and cost Continuously improve service-levels

66 Service-Level Management Unicenter SLM Capture service performance information Proactively suggest reasonable service-levels Unicenter ServicePlus Record and track negotiated SLA s Notify of breach in SL Unicenter Performance Management Track performance of systems to monitor service level performance Unicenter Management Portal Display various streams of relevant information on a single screen

67 Availability Management Determine availability requirements Produce availability plan Collect availability data Monitor availability to ensure servicelevel compliance

68 Availability Management Unicenter Brightstor etrust

69 Capacity Management Ensure future business requirements for IT services are planned and implemented in a timely manner Monitor and measure performance of service Monitor and report on all components in the infrastructure

70 Capacity Management Unicenter Performance Management

71 Financial Management Ability to fully account for the spending on IT services Support business case for IT investment Control and manage IT budget

72 Financial Management Unicenter Argis Provide financial and contractual information about the assests deployed in the IT environment Unicenter Accounting & Chargeback Facilitate the accounting of use of IT resources

73 The Summary

74 Best Practices For Complex IT Environments James Dorney Technology Strategist Development