50 Manage OverviewWord文件下载.docx
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50 Manage OverviewWord文件下载.docx
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Contents
IntroductiontoMOF1
OverviewoftheManageLayer1
GoalsoftheManageLayer2
TheManageLayer3
ServiceManagementFunctionsWithintheManageLayer3
RoleofManageSMFsintheITServiceLifecyclePhases4
InternalControls5
ManagementReviewfortheManageLayer7
PolicyandControlManagementReview7
TeamSMFFocus10
Conclusion12
Feedback12
IntroductiontoMOF
TheguidanceinMicrosoft®
OperationsFrameworkencompassesalloftheactivitiesandprocessesinvolvedinmanaginganITservice:
itsconception,development,operation,maintenance,and—ultimately—itsretirement.
MOForganizestheseactivitiesandprocessesintoServiceManagementFunctions(SMFs),whicharegroupedtogetherinphasesthatmirrortheITservicelifecycle.EachSMFisanchoredwithinalifecyclephaseandcontainsauniquesetofgoalsandoutcomessupportingtheobjectivesofthatphase.
AnITservice’sreadinesstomovefromonephasetothenextisconfirmedbymanagementreviews,whichensurethatgoalsarebeingachievedinanappropriatefashionandthatIT’sgoalsarealignedwiththegoalsoftheorganization.
OverviewoftheManageLayer
HowisITactivitycoordinated?
WhatultimatelydeterminesthewayITgetsworkdone?
ThatistheprimaryfocusoftheMicrosoftOperationsFrameworkManageLayer,whichintegratesthedecisionmaking,riskmanagement,andchangemanagementprocessesthatoccurthroughouttheITservicelifecycle.TheManageLayerpromotesconsistencyinplanninganddeliveringITservicesandprovidesthebasisfordevelopingandoperatingaresilientITenvironment.Italsoholdstheprocessesrelatedtodefiningaccountabilitiesandassociatedroles.
TheManageLayerrepresentsthefoundationforthethreephasesofthelifecycle—Plan,Deliver,andOperate—andassuchiscalledalayerratherthanaphase.Aphaseconsistsofprocessesandactivitiesthathavemutualdependenciesandaremosteffectivewhentheyoccurwithinaboundedperiodoftime.Alayerislessboundedbytime,pervadesallphases,andinfluenceshowactivitiesareperformed.
TheManageLayerisfocusedonsettingtheappropriatemanagementcontext,controls,processes,andactivitiesthatwillresultinadditionalbusinessvalue,managedrisk,andclearaccountabilitieswhenemployingtheSMFsinthephases.
TheManageLayercontainsthefollowingthreeservicemanagementfunctions(SMFs):
ChangeandConfiguration(CC);
Governance,Risk,andCompliance(GRC);
andTeam.FormoreinformationontheseSMFs,seethe“ServiceManagementFunctionsWithintheManageLayer”section.
Figure1.TheManageLayer
GoalsoftheManageLayer
TheprimarygoaloftheManageLayeristoestablishanintegratedapproachtoITservicemanagementactivities.ThisapproachhelpstocoordinateprocessesdescribedintheSMFsinthethreelifecyclephases.
Thiscoordinationisenhancedbyestablishingdecision-makingprocesses,employingriskmanagementandcontrolsaspartofallprocesses,promotingchangeandconfigurationprocessesthatareappropriatelycontrolled,anddividingworksothataccountabilitiesforresultsareclearanddonotconflict.
Specificguidanceisprovidedtoincreasethelikelihoodthat:
∙TheinvestmentinITdeliverstheexpectedbusinessvalue.
∙Investmentandresourceallocationdecisionsinvolvetheappropriatepeople.
∙Thereisanacceptablelevelofrisk.
∙Controlledanddocumentedprocessesareused.
∙Accountabilitiesarecommunicatedandhaveclearownership.
∙Policiesandinternalcontrolsareeffectiveandreliable.
MeetingthesegoalsismostlikelytobeachievedifITworkstoward:
∙ExplicitITgovernancestructuresandprocesses.
∙ITorganizationandbusinesssharingthesameapproachtoriskmanagement.
∙Periodmanagementreviewsofpoliciesandinternalcontrols.
TheManageLayer
TohelpITprofessionalseffectivelyplanandoptimizeITstrategy,MOFprovidesservicemanagementfunctions(SMFs)thatidentifytheprocesses,people,andactivitiesrequiredtoalignITservicestobusinessrequirements.SMFsidentifyanddescribetheprimaryactivitiesthatITprofessionalsperformwithinthevariousphasesoftheITservicelifecycle.AlthougheachSMFcanbethoughtofandusedasastand-alonesetofprocesses,itiswhentheyarecombinedthattheymosteffectivelyensurethatservicedeliveryiscompleteandatthedesiredqualityandrisklevels.
ServiceManagementFunctionsWithintheManageLayer
Asafoundationofallthelifecyclephases,theManageLayerintegratestheseparateactivitiesofalltheSMFsthroughitsownSMFs:
∙Governance,Risk,andComplianceServiceManagementFunction(GRCSMF)
∙ChangeandConfigurationServiceManagementFunction(CCSMF)
∙TeamServiceManagementFunction
ThefollowingtableexplainstheseSMFsinmoredetail.
Table1.TheManageLayerSMFs
SMF
Deliverable/Purpose
Outcomes
Governance,Risk,andCompliance
Deliverable:
ITobjectivesachieved,changeandriskmanagedanddocumented
Purpose:
Support,sustain,andgrowtheorganizationwhilemanagingrisksandconstraints
ITservicesareseamlesslymatchedtobusinessstrategyandobjectives
ChangeandConfiguration
Knownconfigurationsandpredictableadaptations
Ensurethatchangesareplanned,thatunplannedchangesareminimal,andthatITservicesarerobust
ITservicesarepredictable,reliable,andtrustworthy
Team
Clearaccountabilities,roles,andworkassignments
Agile,flexible,andscalableteamsdoingrequiredwork
ITsolutionsdeliveredwithinspecifiedconstraints,withnounplannedservicedegradation,andwithserviceoperationthatistrustedbythebusiness
Governance,Risk,Compliance(GRC)andChangeandConfiguration(CC)activitiesoccurthroughoutthelifecycle,buttheperspective,scope,andfocusoftheseactivitiesvarybyphase.Forexample,changemanagementactivitiesinthePlanPhasewillbeofadifferentmagnitudeandwillinvolvedifferentfactorsandparticipantsthanthechangemanagementactivitiesintheOperatePhase.Similarly,theconcernsofGRCreflecttheprimaryobjectivesofaphase;
thesewillchangefocusintermsofdecisionmaking,riskanalysis,andthespecificsofcompliance.
GRCandCCcreatemoreunifiedprocessflowsinallareasofthelifecyclebyestablishingthemeansformakingdecisions,balancingtrade-offs,andgroundingstrategybymanagingrisks.AsthefoundationfortheITservicelifecycle,theManageLayerprovidesastructuredandplannedwayforITtocontributetothelong-termviabilityandimprovementoftheorganization.
RoleofManageSMFsintheITService
LifecyclePhases
ThefollowingtablelistsspecificwaysthattheManageLayerSMFshelpmeettheobjectivesofthethreeotherITservicelifecyclephases.MoredetailedexplanationsoftheroleandvalueoftheManageLayerSMFscanbefoundineachoftheSMFsastheyaredescribedintheirrespectivephases.
Table2.FocusofManag
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