从服务管理到系统管理.ppt

,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Integrating ServiceandSystems Management,Chris Miles,1,Agenda,So what do we mean by Service and Systems Management?,Part 1-Why Systems Management assists Service Management,Part 2-Why Service Management Assists Systems Management,and how to bring the two together,Questions,2,What is Service Management?,Service Management,Concerned with the ITSupport and Delivery functions to provide and maintain the Service delivered to the customer,Addressing“P-P-T”People,Process and Technology issues,We typically think of the 10 core,ITIL,processes when we think of Service Management(as well as itSMF,BSI,ISO,MOF,COBIT),3,What is ITIL?,ITIL,-Information Technology Infrastructure Library,A series of books which describe Best Practice in,IT Service Management,Non-Proprietary,not one person,or organisations view of a particular process or model.,Developed and owned by the OGC,In the Public Domain because the OGC is a Government organisation.,Written to Quality Standards,because OGC ensured any processes lined up with ISO9001 requirements.,4,What is ITIL?,The primary objective was to publish a set of comprehensive,consistent and coherent codes of best practice for IT service management,promoting business effectiveness in the use of information systems.,It is now widely adopted as a“best practice”guide in Service Management throughout private industry in the UK,Europe,South East Asia,and North America.,Best practice,because the books were the consolidated experience of many IT professionals.,5,What is Service Management?,People:,Properly aligned with,the,organisation,and,Business Processes,Process:,Transformationto Create real Value,ServiceManagement,Technology,to enable,efficient and effective,support processes,across the enterprise,6,What is Service Management?,Service management processes ensure that services are defined and changed when necessary and provide support during exploitation of services.,Information on services and customers is being kept.,Who are your customers and how are your services defined(service level management)?,Of which elements or components does a service consist(configuration management)?,Service management processes further contain registration of service degradations(incident management)and,registration of requests to change existing services(change management).,7,What is Systems Management?,Systems Management,A collective expression for several disciplines related to the management of systems,Function surrounding the provision and maintenance of IT systems,Diagnostic and Planning function,Controlling Tools monitoring,alerting and reporting,8,What is Systems Management?,Systems,Management,9,What is Systems Management?,A service is often defined as an application(e.g.SAP).Application management processes provide information on the agreed and actual availability and performance of the application and the infrastructure used by this application(end-to-end).,Security Management Management of information through process and technology,10,What is Systems Management?,Infrastructure management is defined as management of the components or elements of the IT-infrastructure.Examples of components are servers,routers,hubs,databases,PCs and terminals.,Network Management Mngt of the network.Monitoring and alerting,Operations Management Job Scheduling etc,11,Facts and Figures,2002 distribution,12,Facts and Figures,2002 distribution,13,So what are some of the tools?,Service Management,Remedy SSS,Peregrine SC,Marval,Axios Assyst,Touchpaper HDS,CA Unicenter SD,Datawatch QSM,HP OpenView SD,Frontrange Heat,Magic Solutions MSD,mansystems ExpertDesk,Viadyne ViaTIL,etc,Systems Management,CA Unicenter,Tivoli,BMC Patrol,HP OpenView,Compaq,Systar,Compuware,NetIQ,Novadigm,Intel,Microsoft,Peregrine,Cisco etc.,14,Questions,How many of your organisations recognise and adopt formalised Service Management as a discipline?,With what objectives?,How many then have Systems Management?,With what objectives?,So,does process drive technology or vice versa?,How many of those organisations with both disciplines have integration between the two areas?,What are the perceived and real benefits?,15,Part 1-Why Systems Management assists Service Management,16,Incident Mngt:,Event Logging,Real time links to systems,Business view of service,SM Support Functions,Change,Management,Configuration,Management,Problem,Management,Release,Management,Incident,Management,Problem Mngt,Proactive Problem Prevention,Early warning of Problems,Infrastructure view as well as customer,Change Mngt:,Track system changes,through Service Mngt process,Audit trail of system changes,Ability to raise RFCs from system console,Configuration Mngt:,Relational view of,infrastructure,End-to-end view of systems,Release Mngt:,License control mechanisms,Total visibility of system,releases,Enables closer links with,Change Mngt,17,Availability Mngt:,End-to-end availability Mngt,LOB creation,Real time system checks,Customer view system view,SM Delivery Functions,ITSC,Management,Service Level,Management,Availability,Management,Financial,Management,Capacity,Management,Capacity Mngt,Threshold warnings,ITSC Mngt:,Mapping of systems&,Services,A baseline picture to recover,from,Financial Mngt:,License Management,Application deployment,Service take-up,Service Level Mngt:,Service Level information that,can underpin SLAs,Alert thresholds that are,aligned to SLAs,Business view of SLA threats,18,End of Part 1,Any Questions,+,Email:,chris.milespinkroccade.co.uk,19,Part 2-Why Service Management assists Systems Management,20,10 good reasons,Wraps process around technology,Ensures that there is a understood link between,Systems Service,Provides the ability to perform reporting and trend analysis on the infrastructure,Enables,proactive,rather than reactive management of the infrastructure,Supports the capture and management of assets into a true Configuration Mngt database,21,10 good reasons,Ensures that Change Management is carried out in all areas of the infrastructure,Facilitates the logging of infrastructure problems that previously may have gone un-registered,Provides an End-to-End solution,Provides the ability to match Customer Incidents with Infrastructure Problems,Provides the ability to measure and publish the true level of service delivered to the customer,22,and how to bring the two together,23,A typical approach to integration,Customer,Services,Improvement,Cultural,Change,Programme,Restructure,Change Assessment,Skills Assessment,Customer Satisfaction,Cultural Assessment,People,Service,Improvement,Programme,Business,and IT alignment,Programme,Process Maturity,Benchmarking,Assessments,Re-assessment,Process,Technology,Integration,Programme,Technology,RFI or ITT,MOF Assessment,Tools Analysis,ITIL Tool Verification,ASP Assessments,Continuous Improvement,Technology,Assessment,Benchmarking,Improvement,and/or,implementation,Review,24,A typical approach to integration,Customer,Services,Improvement,Cultural,Change,Programme,Restructure,Change Assessment,Skills Assessment,Customer Satisfaction,Cultural Assessment,People,Service,Improvement,Programme,Business,and IT alignment,Programme,Process Maturity,Benchmarking,Assessments,Re-assessment,Process,Technology,Integration,Programme,Technology,RFI or ITT,MOF Assessment,Tools Analysis,ITIL Tool Verification,Tech Assessments,Continuous Improvement,Technology,Assessment,Benchmarking,Improvement,and/or,implementation,Review,25,Technology Integration,Analysis of Tools in use with a Gap Analysis,Assessment against Best Practice(conformance),Assessment to industry frameworks,Integration of the Technology/Tools with Processes and with each other,Technology,Integration,Programme,Service,Management Tools,MOF Assessment,Tools Analysis,ITIL Tool Verification,Tech Assessments,Technology,System,Management Tools,ERP and Enterprise,Management Tools,26,Monitoring/Event Management,Incident Management,Incidents,Service Requests,Requests,I have a problem,How do I?,I need a new,Can somebody,Status/,Events,Changes,Root Cause Management,Root Causes,Asset,Discovery,Physical,Inventory,Call Management,Change Management,Process and Technology Mapping,Support Functions,27,Monitoring/Event Management,Incident Management,Incidents,Service Requests,Requests,I have a problem,How do I?,I need a new,Can somebody,Status/,Events,Changes,Root Cause Management,Root Causes,Knowledge,DB,Knowledge,Management,Asset,Discovery,Physical,Inventory,Call Management,Change Management,with KM,28,Configuration,Monitoring/Event Management,Call Management,Incident Management,Incidents,Service Requests,Requests,I have a problem,How do I?,I need a new,Can somebody,Status/,Events,Change Management,Changes,Root Cause Management,Root Causes,Knowledge,DB,Knowledge,Management,Asset,Discovery,Physical,Inventory,Configuration,Management,and Configuration Mngt,29,Configuration,Monitoring/Event Management,Call Management,Incident Management,Incidents,Service Requests,Requests,I have a problem,How do I?,I need a new,Can somebody,Status/,Events,Change Management,Changes,Root Cause Management,Root Causes,Knowledge,DB,Knowledge,Management,Asset,Discovery,Physical,Inventory,Configuration,Management,Procurement/Receiving,Purchase,Orders,Finance,General,Ledger,Supplier,Processes,Catalog of,Products&,Services,E-Business,Connectivity,and procurement and finance,30,Integration,Systems Management Tools,ERP Systems,Service Management Tools,Configuration,Monitoring/Event Management,Call Management,Incident Management,Incidents,Service Requests,Requests,Status/,Events,Change Management,Changes,Root Cause Management,Root Causes,Knowledge,DB,Knowledge,Management,Asset,Discovery,Physical,Inventory,Configuration,Management,Procurement/Receiving,Purchase,Orders,Finance,General,Ledger,Supplier,Processes,Catalog of,Products&,Services,E-Business,Connectivity,31,Integration Layer/Hub/Intelligence,SLA Reporting,End-End Availability Monitoring,Event Logging,Business Views,Dashboard Views,Alerting,Integration Model,HR System,Procurement System,Fixed Asset Mngt,Finance System,ERP,Service Management,Incident Mngt,Problem Mngt,Change Mngt,Release Mngt,Configuration Mngt,Availability Mngt,Capacity Mngt,ITSC Mngt,Financial Mngt,Service Level Mngt,Enterprise Mngt,Desktop Management,Release Mngt,Asset Mngt,Server Mngt,Systems Management,Network Management,Operations Management,Infrastructure Management,Framework Systems,Security Management,Capacity Planning,32,Building up the full picture,Service,Mngt,Tool,System Management/Framework Tools,Alerting Tool(Lines of Business),Business Tools for System/Service view,Incident,Change and,Config Mngt,Reporting,Auto,Discovery,End to End,Management,Diagnosis,Quality,of Service,Business,SLAs,Tools,System Management Tools(Framework),Service Management Tools,Business Critical Monitoring Views,Supported Functions,33,What are some of the benefits?,An infrastructure wide view of all Incidents(Customer)and Problems(Infrastructure),Proactive rather than reactive,System Event Logging in Service Management Tool,End-2-End Availability Management reporting capabilities,SLA management,measurement and reporting,34,What are some of the benefits?,A wider view of capacity and availability data,The potential for true Configuration Management,Standardisation and rationalisation,End-2-End Processes that extend throughout IT in a seamless manner,Business views as well as IT views on information,Potential for“Information portals”,“Dashboards”for service status,35,Dependencies,Constraints and Risks,Processes must be defined,Procedures and documentation managed,Roles and responsibilities defined(cross directorate),Business rules defined,An enterprise level vision and strategy agreed,Flexible technology adaptors and interfaces,A solid approach and long term plan with budget assigned,A common language ITIL,36,Feasibility,Example Client Financial Institution:,Initial spec:,-Global Technology review,Revised spec:,-Global Process and Technology mapping,Approach:,-Assessment,Mapping,Recommendations,Planning,Implementation&Review,Objectives:,-End-2-End global processes-Standardised best of breed technology-Cost reduction-Business views for system status-Technology and process based SLAs,Result:,-3-5 year roadmap for integration,37,So whats to come?,“large enterprises and outsourcers measuring end-to-end service availability will rise from fewer than 20 percent today to 75 percent by 2005(0.8 probability)”,Gartner,Delivery of Service and SL agreement with the customer is and will become increasingly important,38,So whats to come?,39,So whats to come?,Web based Service&Systems management tools,Self Healing products,Fewer products with more integration,10%growth in Systems Mngt Tools from 2002 2006,Further adoption of Best Practice surrounding Systems Management as well as Service Management,40,Thank you,Any Questions,+,Email:,chris.milespinkroccade.co.uk,41,chris.milespinkroccade.co.uk,42,