IT Infrastructure Management II

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IT Infrastructure Management II

• IT Infrastructure Library
• Best Practice

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Sources

• IT Infrastructure Library
• OGC Service Desk Rosebery Court St Andrews
  Business Park Norwich NR7 0HS Tel 44 (0) 845
  000 4999EmailServiceDesk_at_ogc.asi.gov.uk Web
  site http//www.ogc.gov.ukhttp//www.itil.co.uk

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Authors

• Paul Graham Amplecom Ltd
• Sjoerd Hulzinga PinkRoccade
• Colin Rudd IT Enterprise Management Services Ltd
• Annemieke van Dijk Hewlett Packard
• Rob van Winden Perot Systems

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Table of Contents

• IT Operations Management

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Operations process (Definition)

• The Operations process comprises all activities
  and measures necessary to enable and/or maintain
  the intended use of ICT services and
  infrastructure in order to meet Service Level
  Agreements and business targets

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Operations

• An Operations process is required to ensure a
  stable and secure foundation on which to provide
  ICT services.
• The Operations process has a strong technology
  focus with an emphasis on monitor and control

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Concepts

• CI Configuration Item ?Static
• MO Managed Object ? Dinamics
• Exp. FTP Server
• CI dB Configurations
• MO Files, status (running, off-line etc.)

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The goals

• to operate, manage and maintain an end-to-end ICT
  infrastructure that facilitates the delivery of
  the ICT services to the business, and that meets
  all its agreed requirements and targets
• to ensure that the ICT infrastructure is
  reliable, robust, secure, consistent and
  facilitates the efficient and effective business
  processes of the organisation.

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Scope
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Inputs (Op)

• Current ICT Infra.
• OLA (op. Lv Agr.)? SLM (Svc. Lv. Mgt)
• Underpinning Contract?Consistent SLA
• Op. Processes Procedures
• Strategy, Plans, Policies Standards

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Processes

• Event, Warning, Alert Alarm
• End-to-End Mgt.
• Workload Scheduling
• Housekeeping Maintenance
• Storege management
• Relationship Tech. Support, third party
• Improvement/Remedial activities ? Change Mgt

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Deliverables

• A Stable Secure ICT Infra.
• A Secure Operational Doc. Lib. Op. Proc, Hand
  Over Proced.
• A Set of Operational Script
• A set of Op Work Schedule
• Aset of Operation Tools Inf Of Op State
• Mgt Report Inf
• Exection review Report
• Audit Reports for Effectiveness, Efficiency

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Benefit

• improved management and control of all ICT
  infrastructure events, alerts and alarms
• faster detection, response and resolution of
  incidents and problems, with clear definition of
  responsibilities
• more resilient infrastructure with improved
  service availability with prevention of incident
  and problem recurrences
• a framework for financial management and
  long-term cost reduction
• help with the provision and maintenance of
  quality IT services
• clear definition of the roles and
  responsibilities of individuals within Operations
  
• a systematic approach to the assessment of staff
  performance and promotion

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Benefit (cont.)

• a platform for the development of automation in
  Operations and the use of an operational bridge,
  offering productivity and service quality
  improvements
• improved supplier relationships
• the generation of a professional environment
  where the performance of everybody can rise to
  the level of the best.

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Cost

• adoption, tailoring and production of the
  procedures described within this section
• the selection and purchase of operational
  management tools in conjunction with all other
  areas of ICT and Service Management
• the configuration and integration of operational
  management tools and processes with all other ICT
  and Service Management tools and processes

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Cost (cont.)

• customising of management tools and the
  development of operational scripts
• additional software or management tools and
  packages required
• any additional equipment requirements, e.g.,
  network backup devices and solutions
• the establishment and maintenance of the
  Operational environments
• education and training for all operational staff.
  

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Problem

• a lack of awareness and knowledge of service and
  business targets and requirements
• the establishment of effective end-to-end
  operational management tools and processes
• a lack of focus on service and business
  availability
• lack of awareness and adherence to the
  operational aspects of security policies and
  procedures

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Problem (cont.)

• poor recognition of the need and importance of
  operational tools and processes by senior ICT
  Management
• resistance to change
• creating service- and business-focused
  operational staff
• documentation and adherence to agreed practices
  and processes
• maintenance of operational systems and services
  while implementing process improvements
• staff motivation and focus on repetitive
  operational processes.

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Roles and Responsibilities

• Production Services Manager/Operations
  Management/Shift Leader 24x7 management of the
  operational people, process and technology,
  facilitating teamwork throughout ICT Operations
• Operations Analyst the day-to-day control of the
  complete ICT operational infrastructure, working
  directly with MOs and all the operational ICT
  infrastructure components and services
• Storage and Backup Management management and
  control of all information storage devices and
  space, and the scheduling, testing and storage of
  all backups and their subsequent recovery
• Scheduling Analyst management and control of all
  aspects of the scheduling or operational
  workloads, including printers and output
• Database Administration the management and
  administration of all operational databases.

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Interfaces to Other Areas

• Application Management is concerned with all
  aspects of the design and development,
  justification and procurement of applications for
  use within the organisation. Application
  Management should provide Operations with details
  of the operational requirements of all
  operational applications, information and
  databases
• Human Resources on skill sets, personal
  development plans, training plans and approved
  training service suppliers
• Security Management on all aspects of security
  including security policies, procedures and plans
  
• Supplier Management on contract details and
  supplier performance.

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Mgt Processes Mgt Events

• Event monitoring
• Event detection
• Event logging
• Event examination and filtering
• Event processing, correlation and escalation
• Event resolution
• Event closure
• Management of the event lifecycle
• Event grouping
• Event reporting

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Op Control Mgt Service

• Installation
• De-installation
• Distribution
• Operation control
• Development and maintenance of an operational
  management tool-set
• Configuration and reconfiguration
• Housekeeping and preventative maintenance
  processes
• Inventory and Asset Management

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Storage Mgt, Backup Recovery

• Storage management and allocation this activity
  manages all aspects of the management, allocation
  and housekeeping of media and information
  storage. It involves aspects of policy making and
  implementation as well as the control and
  management of media movements.
• System backup and recovery backup and recovery
  are complementary in the sense that backup is
  almost always scheduled in advance and recovery
  is usually reactive and unscheduled. This means
  that there is rarely a pressing need for a backup
  whereas there is nearly always a pressing reason
  for a restore. The more thought that is put into
  backup and recovery policies and strategies, in
  advance, the less disruption and damage the
  procedure will cause.
• Information management would include the use of
  document and hierarchical information management
  systems. This process should ensure that the
  right information is stored in the appropriate
  media, with the right level of access and speed
  of retrieval.
• Database management and administration is
  responsible for the regular management and
  administrative tasks necessary for support and
  maintenance of all operational databases.

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Security Mgt

• Security monitoring monitors, verifies and
  tracks
• detection and containment of all intrusion
  attempts and attempts at unauthorised access
• logging, management and reporting.
• Security control
• physical security the element of Security
  Management that prevents unauthorised, unwanted
  and unnecessary physical access
• logical security the component of Security
  Management that prevents unauthorised, unwanted
  and unnecessary logical access to ICT information
  and systems by using measures on classification,
  authentication and access controls.

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Proactive Op Mgt Processes

• review of the Operations processes for
  efficiency, effectiveness and compliance
• internal or external audit of all operational
  processes or assessment and comparison with best
  practice guidelines on a regular basis
• instigation of remedial or improvement actions to
  the operational infrastructure this can be
  achieved using analysis of event logs, incident
  data and operational trend reports. By working
  with other ICTIM and ITSM processes, weak areas
  within ICT services and infrastructure can be
  identified and improved under the control of
  Change Management procedures

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Proactive Op Mgt Processes (cont.)

• instigation of remedial actions or improvements
  to the Operations processes again, by analysing
  operational information, reports, reviews and
  audits, remedial and improvement changes can be
  made to process weak spots
• operational tuning this is the process of
  determining the value of attributes and
  parameters of operational ICT services and MOs in
  order to optimise their performance. This can be
  achieved using analysis and trending of
  operational information and data. Again, these
  activities should only be completed in
  coordination and conjunction with all other ICTIM
  and ITSM processes, especially Capacity
  Management and Change Management

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The techniques of Op

• Operations bridge This enables the Operations
  process and the Incident Management processes,
  people and products (tools and technology) to be
  closely integrated.
• Event analysis and trending
• Major operational event review
• what went wrong?
• what aspects of the resolution were done well?
• what aspects of the resolution could be improved?
  
• how can this event be prevented from reoccurring?
  
• Event trend analysis

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The techniques of Op (cont.)

• Internal review and assessment
• External benchmarking
• Continual process of improvement

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The tools

• Systems Management or network management tools
• categorisation, interpretation, recording and
  management of ICT infrastructure events, warnings
  and alarms, leading to possible incident
  recording and problem determination and control
• monitoring and interrogation of ICT component
  status and condition and all aspects of ICT
  infrastructure operation and control
• ICT infrastructure equipment reload, reset and
  recovery
• monitoring, control and management of ICT
  infrastructure security
• traffic monitoring, collection and storage of
  data on service and performance levels of all
  aspects of the operational ICT infrastructure

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The Tools

• Systems Management or network management tools
  (cont.)
• ICT infrastructure component configuration
  maintenance, including download and upload
  facilities
• activation/deactivation of ICT infrastructure
  components
• proactive preventative maintenance
• diagnostic monitoring, tracing and analysis
  facilities
• ICT infrastructure testing and monitoring
• automation of operational procedures.

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The Tools (cont.)

• Environmental management tools
• Service, application and database management
  tools
• user concurrency levels
• service, application and database transaction
  statistics, volumes and response times
• transaction control, management, processing,
  queuing times, tracing and diagnosis
• service, application and database security,
  access control and management
• logging of all events, warnings, alarms and
  failures
• resource utilisation levels
• audit trail facilities.

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The Tools (cont.)

• Diagnostic tools
• from problem diagnosis to traffic simulation and
  planning
• Scheduling tools

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The Tools (cont.)

• Storage management tools
• setting and implementing space allocation,
  hierarchical management, copying and backup
  policies
• mirroring, raid sets and hot swapping of failed
  components with in-flight recovery
• monitoring, setting thresholds and reporting on
  media storage usage
• security and access control facilities
• easy housekeeping and maintenance of the storage
  media
• support of the efficient and effective use of
  databases and file systems.

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The Tools (cont.)

• Performance tools
• real-time monitoring of ICT service response,
  component response and client and customer
  response times
• real-time monitoring of ICT service and component
  usage and traffic volumes
• support of a database for recording past
  statistical information and performance history
• statistical analysis facilities
• import and export facilities with other Capacity
  Management tools
• trending and modelling facilities.

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The technologies

• to ensure that any new systems pass their
  operational acceptance criteria, meeting or
  exceeding their operational requirements
• to develop any new operational support or
  management processes or procedures before or
  during the deployment
• to develop any new skills or knowledge required
  either by formal, workshop or on-the-job
  training.