从服务管理到系统管理.ppt
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从服务管理到系统管理.ppt
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IntegratingServiceandSystemsManagement,ChrisMiles,Agenda,SowhatdowemeanbyServiceandSystemsManagement?
Part1-WhySystemsManagementassistsServiceManagementPart2-WhyServiceManagementAssistsSystemsManagementandhowtobringthetwotogetherQuestions,WhatisServiceManagement?
ServiceManagementConcernedwiththeITSupportandDeliveryfunctionstoprovideandmaintaintheServicedeliveredtothecustomerAddressing“P-P-T”People,ProcessandTechnologyissuesWetypicallythinkofthe10coreITILprocesseswhenwethinkofServiceManagement(aswellasitSMF,BSI,ISO,MOF,COBIT),WhatisITIL?
ITIL-InformationTechnologyInfrastructureLibraryAseriesofbookswhichdescribeBestPracticeinITServiceManagementNon-Proprietary,notoneperson,ororganisationsviewofaparticularprocessormodel.DevelopedandownedbytheOGCInthePublicDomainbecausetheOGCisaGovernmentorganisation.WrittentoQualityStandards,becauseOGCensuredanyprocesseslinedupwithISO9001requirements.,WhatisITIL?
Theprimaryobjectivewastopublishasetofcomprehensive,consistentandcoherentcodesofbestpracticeforITservicemanagement,promotingbusinesseffectivenessintheuseofinformationsystems.Itisnowwidelyadoptedasa“bestpractice”guideinServiceManagementthroughoutprivateindustryintheUK,Europe,SouthEastAsia,andNorthAmerica.Bestpractice,becausethebooksweretheconsolidatedexperienceofmanyITprofessionals.,WhatisServiceManagement?
People:
ProperlyalignedwiththeorganisationandBusinessProcesses,Process:
TransformationtoCreaterealValue,ServiceManagement,Technologytoenableefficientandeffectivesupportprocessesacrosstheenterprise,WhatisServiceManagement?
Servicemanagementprocessesensurethatservicesaredefinedandchangedwhennecessaryandprovidesupportduringexploitationofservices.Informationonservicesandcustomersisbeingkept.Whoareyourcustomersandhowareyourservicesdefined(servicelevelmanagement)?
Ofwhichelementsorcomponentsdoesaserviceconsist(configurationmanagement)?
Servicemanagementprocessesfurthercontainregistrationofservicedegradations(incidentmanagement)andregistrationofrequeststochangeexistingservices(changemanagement).,WhatisSystemsManagement?
SystemsManagementAcollectiveexpressionforseveraldisciplinesrelatedtothemanagementofsystemsFunctionsurroundingtheprovisionandmaintenanceofITsystemsDiagnosticandPlanningfunctionControllingToolsmonitoring,alertingandreporting,WhatisSystemsManagement?
SystemsManagement,WhatisSystemsManagement?
Aserviceisoftendefinedasanapplication(e.g.SAP).Applicationmanagementprocessesprovideinformationontheagreedandactualavailabilityandperformanceoftheapplicationandtheinfrastructureusedbythisapplication(end-to-end).SecurityManagementManagementofinformationthroughprocessandtechnology,WhatisSystemsManagement?
InfrastructuremanagementisdefinedasmanagementofthecomponentsorelementsoftheIT-infrastructure.Examplesofcomponentsareservers,routers,hubs,databases,PCsandterminals.NetworkManagementMngtofthenetwork.MonitoringandalertingOperationsManagementJobSchedulingetc,FactsandFigures,2002distribution,FactsandFigures,2002distribution,Sowhataresomeofthetools?
ServiceManagementRemedySSSPeregrineSCMarvalAxiosAssystTouchpaperHDSCAUnicenterSDDatawatchQSMHPOpenViewSDFrontrangeHeatMagicSolutionsMSDmansystemsExpertDeskViadyneViaTILetc,SystemsManagementCAUnicenterTivoliBMCPatrolHPOpenViewCompaqSystarCompuwareNetIQNovadigmIntelMicrosoftPeregrineCiscoetc.,Questions,HowmanyofyourorganisationsrecogniseandadoptformalisedServiceManagementasadiscipline?
Withwhatobjectives?
HowmanythenhaveSystemsManagement?
Withwhatobjectives?
So,doesprocessdrivetechnologyorviceversa?
Howmanyofthoseorganisationswithbothdisciplineshaveintegrationbetweenthetwoareas?
Whataretheperceivedandrealbenefits?
Part1-WhySystemsManagementassistsServiceManagement,IncidentMngt:
EventLoggingRealtimelinkstosystemsBusinessviewofservice,SMSupportFunctions,ChangeManagement,ConfigurationManagement,ProblemManagement,ReleaseManagement,IncidentManagement,ProblemMngtProactiveProblemPreventionEarlywarningofProblemsInfrastructureviewaswellascustomer,ChangeMngt:
TracksystemchangesthroughServiceMngtprocessAudittrailofsystemchangesAbilitytoraiseRFCsfromsystemconsole,ConfigurationMngt:
RelationalviewofinfrastructureEnd-to-endviewofsystems,ReleaseMngt:
LicensecontrolmechanismsTotalvisibilityofsystemreleasesEnablescloserlinkswithChangeMngt,AvailabilityMngt:
End-to-endavailabilityMngtLOBcreationRealtimesystemchecksCustomerviewsystemview,SMDeliveryFunctions,ITSCManagement,ServiceLevelManagement,AvailabilityManagement,FinancialManagement,CapacityManagement,CapacityMngtThresholdwarnings,ITSCMngt:
Map
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- 关 键 词:
- 服务 管理 系统管理