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1、从管理和运从管理和运营的角度看的角度看IT4.MOF 过程模型程模型从管理和运从管理和运营的角度看的角度看IT系列系列讲座介座介绍uu1.MOF简介介uu2.MOF理理论基基础-上上uu3.MOF理理论基基础-下下uu4.MOF过程模型程模型uu5.MOF团队模型模型uu6.MOF风险管理原管理原则今日今日议程程uuMOF过程模型概述程模型概述uu变更象限更象限uu操作象限操作象限uu支持象限支持象限uu优化象限化象限MOF过程模型概述过程模型的作用uThe MOF process modelFacilitates consistent IT service management across
2、 service solutionsEstablishes a structure for IT functions,processes,and proceduresRepresents a life cycle approachBasic Model ConceptsuRelease life cycleuQuadrants(象限)uOperations management reviews(OMRs)uService 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 circ
3、le 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 quadrantsChanging quadrant assesses impact of and implements changesOperating quadrant operates,mai
4、ntains,and manages service solutionsSupporting quadrant identifies and corrects incidents and problemsOptimizing quadrant evaluates,models,and improves service solutionsuEach quadrant has a unique mission of serviceMOF Operations Management ReviewsuKey management checkpoints that structure quality a
5、nd 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 level agreement reviewMOF Service Management FunctionsuUnderlying processes and procedur
6、es 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 natureSMF,Processes,Procedures,and TasksService Management FunctionProcess 1Process 2Proce
7、ss 3Procedure 1Procedure 2Task 1Task 2MOF SMFs and ITIL OverlayService Level ManagementFinancial ManagementService Continuity MgtAvailability ManagementCapacity ManagementWorkforce ManagementChange ManagementConfiguration ManagementRelease ManagementSystem AdministrationSecurity AdministrationServic
8、e Monitoring&Control Job SchedulingNetwork AdministrationDirectory Services AdminPrint/Output ManagementStorage ManagementService DeskIncident ManagementProblem ManagementThese SMFs were either created as new or significantly expanded upon by MOF变更象限Changing Quadrant Mission of ServiceuMission of se
9、rvice: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 in roles and responsibilitiesuConstituent objectivesEffectively respond to genuine busin
10、ess 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 requirementsIntroduce new and updated products,services,and componentsImprove reliability
11、 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 infrastructureMaintain configuration information for IT-related componentsuKey conceptsCMDB the repository fo
12、r all components(services,hardware,software,people,documentation,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 st
13、orage and protection Release Management SMFuObjectivesDeploy reliable services smoothlyEnsure that the environment is secure and in a known stateuKey conceptsRelease planBuilding,testing,evaluatingCoordination and communicationPilot staging变更象限中SMF的内在关系Release Readiness ReviewuObjectiveGo/no-go deci
14、sion 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 basisRelease Readiness Review:输入和成果uInputs Previous lessons-learned documentsStakeholder(s)pre
15、-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-off on deployment communication planTarget-environment readiness checklist:Assessment of
16、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 operational tasks and activities required to effectively run an IT serviceu Constituent obj
17、ectivesAchieve 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 respond to changing conditions before support incidents occurAutomate,automate,automateSystem A
18、dministration SMFuObjectives Function as driving SMF for operating quadrant and operating SMFsPerform day-to-day administrative functionsUser and group account managementAdministration of computing and network resourcesuKey concepts Centralized administrationRemote administrationDelegated administra
19、tionDistributed administrationFollow-the-sun administrationSecurity Administration SMFuObjectives Ensure confidentiality,integrity,and availability of enterprise data Safeguard physical and intellectual propertyDetect and prevent unauthorized access to information and facilitiesuKey conceptsIdentifi
20、cationAuthentication Access controlConfidentialityIntegrity Non-repudiationAuditingService Monitoring and Control SMFuObjectivesAllow operations to observe the“health”of a service in“real time”Provide operations with reactive and proactive monitoringAllow operations to ensure that service levels are
21、 metuKey conceptsService level agreements(SLAs)Operating level agreements(OLAs)EventsComponents:Hardware layerOS layerApplication layerJob Scheduling SMFuObjectivesEqualize the load on the IT infrastructure by scheduling certain operations to occur throughout the day,week,or yearEnsure the successfu
22、l execution of batch operations while minimizing the impact to online users of system resources uKey conceptsBatch processingSchedulingNetwork Administration SMFuObjectives Ensure connectivityEnsure performanceuKey concepts Network hardware configuration(hubs,switches,routers,network interface cards
23、)Protocol management(OSI layers 1-4)SecurityDirectory Services Administration SMFuObjectives Provide access to enterprise informationMaintain consistency among disparate directory typesReceive real value from enterprise data by making it easier to access and useuKey conceptsDirectory-enabled applica
24、tionsDaily support activities such as monitoring,maintaining,and troubleshooting the enterprise directory User,group,and resource creation and managementMetadirectories Print and Output Management SMFuObjectivesRender business information in a non-electronic formStore printed information in a safe p
25、laceSecure confidential business informationuKey conceptsPrintingDocument distributionDocument archiving and storageDocument purging and disposalStorage Management SMFuObjectivesOperation and maintenance of disks,tapes,and other storage mediaBackup and restoration of data and file systemsuKey concep
26、tsStorage 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 Interval based regularly scheduledOnce a month or once a quarter,for exampleDepends entirely
27、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 example,production)Operations guide and service solution specificationsuDeliverablesRequest
28、 for change to update OLAsActual versus planned 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
29、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 objectivesIntegrate the processes,tools,and staff required to identify,prioritize,assign,diag
30、nose,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 external and internal service desksService Desk SMFuObjectives Provide call center servicesMan
31、age customer communications and customer relationshipsuKey conceptsCall centerHelp deskCustomer relationship management(CRM)Incident Management SMFuObjectivesRestore normal service operation as quickly as possible and minimize any adverse impact on business operationsClassify,log,assign,make initial
32、 diagnosis,prioritize,and escalate incidents according to policy documentsuKey conceptsService desk activityIncidentEscalationKnown error databaseProblem Management SMFuObjectivesMinimize the impact of problems on the business capabilities of an organizationIdentify and correct the underlying causes
33、 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 ReviewuObjectiveAssess and improve the alignment of business need with IT service delivery per SLAInclude
34、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 environmentSLA Review:Inputs and DeliverablesuInputsExisting SLAsMetrics summaries(for example,pr
35、oduction)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 SLAs that require re-negotiationRequests for change to update SLAs优化象限Optimizing Quadrant Mi
36、ssion of ServiceuMission of service:the optimization(reduction)of costs while maintaining or improving service levelsuConstituent objectivesExamine cost structures,staffing levels and skillsets,and system availability and performanceAnalyze and forecast capacityPlan for contingenciesIdentify changes
37、 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 importantEngage the customer in the service delivery chainFormalize the relationship between
38、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 contract(UC)Financial Management SMFuObjectivesManage monetary resources soundly in support of o
39、rganizational goalsuKey ConceptsCost accountingCost recovery BudgetingProject investment appraisalsService Continuity Management SMFuObjectivesEnsure that any given IT service provides value to the customer in the event that normal availability solutions failManage risks to availability for which no
40、 straightforward countermeasures exist or where the countermeasure is prohibitively expensiveuKey conceptsService level objectives(SLOs)Operating level agreements(OLAs)Risk managementFailover and recoveryContingency plans and drillsAvailability Management SMFuObjectives Provide high availability of
41、solutionsMinimize service disruptionsuKey conceptsAvailabilityReliabilityManageabilityServiceabilityCapacity Management SMFuObjectivesBalance capacity and demandManage capacity proactivelyEnsure that SLA capacity targets are reasonable and attainableuKey conceptsCapacity planResource managementWorkl
42、oad 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 commitment to service quality and professionalism uKey conceptsRetentionRecruitingSkills assessmen
43、t 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 CAB process,is scalableRelease Approved Review:输入和成果uInputsRFCsImpact analyses/assessmentsB
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