42 Service Monitoring and Control SMF.docx
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42 Service Monitoring and Control SMF.docx
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42ServiceMonitoringandControlSMF
Microsoft®OperationsFramework
Version4.0
ServiceMonitoringandControl
ServiceManagementFunction
FPO
Published:
April2008
Forthelatestinformation,pleasesee
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Contents
PositionoftheServiceMonitoringandControlSMFWithintheMOFITServiceLifecycle1
WhyUsetheServiceMonitoringandControlSMF?
2
ServiceMonitoringandControlOverview2
ServiceMonitoringandControlRoleTypes3
GoalsofServiceMonitoringandControl3
KeyTerms4
ServiceMonitoringandControlManagementFlow5
Process1:
DefineServiceMonitoringRequirements5
Activities:
DefineServiceMonitoringRequirements6
Process2:
ImplementNewService10
Activities:
ImplementNewService10
Process3:
ContinuousMonitoring15
Activities:
ContinuousMonitoring15
Process4:
ControlandReporting19
Activities:
ControlandReporting19
Conclusion22
Feedback22
PositionoftheServiceMonitoringandControlSMFWithintheMOFITServiceLifecycle
TheMOFITservicelifecycleencompassesalloftheactivitiesandprocessesinvolvedinmanaginganITservice:
itsconception,development,operation,maintenance,and—ultimately—itsretirement. MOForganizestheseactivitiesandprocessesintoServiceManagementFunctions(SMFs),whicharegroupedtogetherinlifecyclephases.EachSMFisanchoredwithinalifecyclephaseandcontainsauniquesetofgoalsandoutcomessupportingtheobjectivesofthatphase. TheSMFscanbeusedasstand-alonesetsofprocesses,butitiswhenSMFsareusedtogetherthattheyaremosteffectiveinensuringservicedeliveryatthedesiredqualityandrisklevels.
TheServiceMonitoringandControlSMFbelongstotheOperatePhaseoftheMOFITservicelifecycle.ThefollowingfigureshowstheplaceoftheServiceMonitoringandControlSMFwithintheOperatePhase,aswellasthelocationoftheOperatePhasewithintheITservicelifecycle.
Figure1.PositionoftheServiceMonitoringandControlSMFwithintheITservicelifecycle
BeforeyouusethisSMF,youmaywanttoreadthefollowingMOF4.0guidancetolearnmoreabouttheMOFITservicelifecycleandtheOperatePhase:
∙MOFOverview
∙OperatePhaseOverview
WhyUsetheServiceMonitoringandControlSMF?
ThisSMFshouldbeusefultoanyonewhoisresponsibleforthereal-timeobservationofandalertingaboutconditionsinanITproductionenvironmentforthepurposeofmonitoringthehealthofITservices,takingremedialactionstominimizeincidentsandevents,andprovidingtrenddataforoptimizingITserviceperformance.
Itspecificallyaddresseshowto:
∙Defineservicemonitoringrequirements.
∙Implementaservice.
∙Conductcontinuousmonitoring.
ServiceMonitoringandControlOverview
ServiceMonitoringandControl(SMC)isthereal-timeobservationofandalertingabouthealthconditions(characteristicsthatindicatesuccessorfailure)inanITenvironment.Ithelpstoensurethatdeployedservicesareoperated,maintained,andsupportedinlinewiththeservicelevelagreement(SLA)targetsagreedtobetweenthebusinessandIT.FormoreinformationaboutSLAsandoperationslevelagreements(OLAs),seetheBusiness/ITAlignmentSMF.
ThisSMFdescribeswhatisrequiredtosuccessfullyimplementSMC.Thecomponentsofthisprocessare:
∙Establishingaservicemonitoringfunction.
∙UnderstandingthenatureofnewandexistingITservices.
∙Understandingtherequirementsforsuccessfulservicemonitoringtools.
∙Ensuringthatallrelevantinformationfromservicemonitoringisacteduponbytheappropriatepeople.
∙GeneratingalltheinformationrequiredbyotherSMFs.
∙Improvingthequalityofserviceinformation.
Theimportanceofeffectiveservicemonitoringcannotbeoveremphasized.Ifaservicecan’tbemonitored,itcan’tbemeasured,andifitcan’tbemeasured,itcan’tbemanaged.
ServiceMonitoringandControlRoleTypes
TheprimaryteamaccountabilitythatappliestotheServiceMonitoringandControlSMFistheOperationsAccountability.TheroletypeswithinthataccountabilityandtheirprimaryactivitieswithinthisSMFaredisplayedinthefollowingtable.
Table1.OperationsAccountabilityandItsAttendantRoleTypes
RoleType
Responsibilities
RoleinThisSMF
MonitoringManager
∙ResponsibleforSMCSMFtasks
∙Ensuresthattherightsystemsaremonitored
∙Facilitateseffectivemonitoringmechanism
∙Isexpertonhowtomonitor,notwhattomonitor.
∙MonitorsITservicehealth
∙HelpsdefineITservicetobemonitored
∙Helpsprepareservicecomponenthealthmodel
SchedulingManager
∙Plansscheduleofindividualactivitieswithinoperations
∙Ownstimingdecisions
∙Plansoperationalwork,includingmaintenance
∙Avoidsconflictingwork
OperationsManager
∙IsaccountableforOperationsSMFandServiceMonitoringandControl
∙Oversees
∙DrivesdefinitionofITservicetobemonitored
∙Drivespreparationofservicecomponenthealthmodel
GoalsofServiceMonitoringandControl
Thegoalsofservicemonitoringandcontrolincludethefollowing:
∙ObservethehealthofITservices.
∙Takeremedialactionsthatminimizetheimpactofserviceincidentsandsystemevents.
∙Understandtheinfrastructurecomponentsresponsibleforthedeliveryofservices.
∙ProvidedataoncomponentorservicetrendsthatcanbeusedtooptimizetheperformanceofITservices.
Table2.OutcomesandMeasuresoftheDeploySMFGoals
Outcomes
Measures
Improvedoverallavailabilityofservices
Percentoftimeserviceisavailable
AreductioninthenumberofSLAandOLAbreaches
NumberofbreachestoSLAsandOLAs
Areductionorpreventionofserviceincidentsthroughtheuseofproactiveremedialaction
Numberofserviceincidents
KeyTerms
Thefollowingtablecontainsdefinitionsofkeytermsfoundinthisguide.
Table3.KeyTerms
Term
Definition
Aggregation
Afunctionthatmakesitpossibletotreataseriesofsimilareventsasasingleevent.
Alert
Anotificationthataneventrequiringattentionhasoccurred.
Configurationitem(CI)
AnITcomponentthatisunderconfigurationmanagementcontrol.
Correlation
Afunctionthatgroupseventstogetherordefinesanevent’srelationshipwithothereventsthattogetherrepresentanimpact.
Event
AnoccurrencewithintheITenvironmentdetectedbyamonitoringtool.
Healthmodel
AdefinitionofCIhealthcategorizedbyavailability,configuration,performance,orsecurity.
ITControl
Aspecificactivityperformedbypeopleorsystemsdesignedtoensurethatbusinessobjectivesaremet.
Reporting
Thecollection,production,anddistributionofinformationaboutITservices.
Resolutioncompletion
Thepointinthecontrolprocesswheremanual/automaticactionhasbeentakenandallrecordingandincidentmanagementhavebeencompleted.
Rules
Apredeterminedpolicythatdescribestheprovider(thesourceofdata),thecriteria(usedtoidentifyamatchingcondition),andtheresponse(theexecutionofanaction).
Threshold/criteria
Aconfigurablevalueabovewhichsomethingistrueandbelowwhichitisnot.
ServiceMonitoringandControlManagement
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