MOF SMFInfrastructure Engineering.docx

MOF SMFInfrastructure Engineering.docx

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MOFSMFInfrastructureEngineering

InfrastructureEngineering

ServiceManagementFunction

Published:

October2004

Reformatted:

January2005

Forthelatestinformation,pleasesee

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Contents

ExecutiveSummary1

Introduction3

Audience3

What’sNew?

3

Feedback3

InfrastructureEngineeringOverview5

GoalandObjectives5

Scope8

Capabilities8

KeyDefinitions9

ProcessesandActivities11

ProcessFlowSummary11

ProcessFlowSteps12

DefinetheInfrastructureEnvironment12

CollectandDefinePoliciesandStandards13

ApplyPoliciesandStandardsforInfrastructureGuidance13

MaintainPoliciesandStandards13

DefinetheInfrastructureEnvironment15

DocumentInfrastructureEnvironment15

Locations15

Technologies16

SourcesofInformation17

CreateGuidanceCategories18

DefinetheScopeofIEGuidance19

StandardsLifeCycle20

StandardsVersioning22

SpecialConsiderations24

Summary24

DefineStandardsandPolicies25

SelecttheInfrastructureCategory26

ReviewCurrentStandardsandPolicies26

ReviewProposedChangesfortheCategory26

ReviewStrategyandPlanningfortheCategory27

DefineStandardsandPoliciesfortheCategory27

WhatIsaStandard?

28

WhatIsaPolicy?

28

DefiningtheBestStandard28

DefiningtheBestPolicy30

PublishStandardsandPoliciesfortheCategory32

AddStandardsandPoliciestotheCMDB33

Summary33

ApplyStandardsandPoliciesforInfrastructureGuidance35

ProposeInfrastructureChange36

ReviewApplicableStandardsorPolicies36

IsThisanExceptiontotheStandardorPolicy?

36

ApplyStandardorPolicytoChangeorRequirement37

FullPlanorHigh-LevelPlanRequired?

37

ExceptionstotheStandardsorPolicies37

ExceptiontoStandardorPolicyArises39

IstheExceptiontheResultofaNewStrategy?

39

ConfirmStrategyforInfrastructureCategoryandValidate39

IsItaValidExceptiononOtherGrounds?

39

IsItCostJustified?

39

ApprovetheException40

EffectonOtherStandardsorPolicies40

PublishStandardorPolicyandUpdateCMDB40

Summary40

MaintainStandardsandPolicies41

ReviewCurrentInfrastructureCategoryStandardorPolicy43

ReviewDevelopmentProjectsandChangesfortheCategory43

ReviewStrategyandPlanningfortheCategory43

AreThereChangestoPoliciesorStandards?

43

UpdateChangestoStandardorPolicyforCategory44

UpdateStatusofStandardorPolicy44

PublishReviewedStandardorPolicyandAddtoCMDB44

Summary44

RolesandResponsibilities45

InfrastructureEngineeringManager45

InfrastructureRoleCluster46

RelationshiptoOtherSMFs47

ChangingQuadrant47

ChangeManagement48

ConfigurationManagement48

ReleaseManagement48

ReleaseReadinessReview48

OperatingQuadrant49

SystemAdministration49

ServiceMonitoringandControl49

NetworkAdministration50

DirectoryServicesAdministration50

SecurityAdministration50

StorageManagement51

JobScheduling51

OperationsReview51

SupportingQuadrant52

ServiceDesk52

IncidentManagement52

ProblemManagement53

SLAReview53

OptimizingQuadrant53

ServiceLevelManagement53

FinancialManagement54

CapacityManagement54

AvailabilityManagement55

ITServiceContinuityManagement55

WorkforceManagement56

SecurityManagement56

ChangeInitiationReview56

KeyPerformanceIndicators57

Appendices59

AppendixA:

RecommendedPoliciesandStandardsforITManagement59

AppendixB:

ExampleofInfrastructureCategoryDefinition61

AppendixC:

SampleofaPolicyTemplate63

AppendixD:

ExamplesofPolicies65

AppendixE:

SampleofaStandardTemplate69

AppendixF:

ExampleofaStandard71

1

ExecutiveSummary

TheInfrastructureEngineering（IE）servicemanagementfunction（SMF）promotesthedevelopmentanduseofconsistent,IT-widestandardsandpoliciespertainingtoinfrastructurecomponentsandprocesses.Implementingthisservicemanagementfunctionwillultimatelyimprovetheoperabilityofdeployedreleasesbyensuringtheyarecompatiblewiththeexistinginfrastructureandservices,aswellasthechangesplannedforthem.TheIESMFenhancesIT’sabilitytodeliverservicesandfunctionalitytomeetbusinessgoalsandobjectiveswhilereducingthelikelihoodofunrealizedbusinessvalueorfailedprojectdeployments.

TheIESMFdescribesprocessestodiscoverexistingpoliciesandstandardswithinanITorganization,identifyandfillgapsfordesiredstandards（andpolicycoverage）,driveconsistencyinstandards-setting,andmanagethesuiteofstandardsandpoliciesthroughanestablishedchangemanagementservicefunction.ByimplementingMicrosoft®OperationsFramework（MOF）andservicemanagementbestpractices,includingIE,organizationsdevelopknowledgeandskillsinthemanagementoftheiroperationsenvironment.Thisnewknowledgecanbeusedtooptimizetheperformanceoftheinfrastructure,ensuringthatitmeetstheneedsofthebusinessnowandinthefuture.

Atabasiclevel,IEcanusepoliciesandstandardsasapassivetouchpointforchangemanagementprocessesinauthorizingchangestotheinfrastructure.Inamorematuresituation,orwheremorecontrolisrequired,IEcanassumeanactiverole.Inassociationwithengineeringplanning,changeplanning,anddesign/buildefforts,IEregulatestheuseofapprovedstandardsinthedevelopmentofspecificanddetailedtechnicalplanstoensureconsistencywithintheinfrastructuredesign.AsinallMOFSMFguides,thisdocumentoffersguidancetofullyimplementstandardsandpolicieswithinanorganization,butindividualorganizationsmaychoosetoimplementtheSMFtovaryingdegreesdependingonthedesiredbenefitsandtheresourcesavailable.

TheextenttowhichanorganizationappliestheInfrastructureEngineeringSMFdependsnotonlyupontheselectedscopeofinfrastructuretoberegulated,butalsoonthenatureofthechangesbeingimplemented.Somechangeswillrequireafullplanninganddevelopmentalphase,includingarchitecturaldesignandsign-off.OtherchangesareminorandmaybeapprovedbytheIEmanagerwithoutfurtherprocessrequirements.Insomecases—forexample,thepurchaseofminorperipherals—theprocessmaynotrequireanyintervention.

TolearnmoreaboutMOFandhowIEandotherservicemanagementfunctionscanhelpyourorganization,pleasevisit

2

Introduction

TheInfrastructureEngineeringSMFassistsincloselyaligningMOFwithITILguidancefortheestablishmentofacentrallyavailablestandardsandpolicieslibrary.TheneedforsuchaneffortisdiscussedintheITILdocument,“ICTInfrastructureManagement,”publishedbytheBritishOfficeofGovernmentCommerce.Thisdocumentdescribes,atahighlevel,thevariousaspectsoftheinfrastructureforwhichdesignstandardsandpoliciesshouldbedevised.TheMOFInfrastructureEngineeringSMFprovidessignificantprocessdetailtoimplementcommonITstandardsandpolicieswithintheITinfrastructure.

ThisguideprovidesdetailedinformationabouttheInfrastructureEngineeringSMFfororganizationsthathavedeployed,orareconsideringdeploying,Microsofttechnologiesinadatacenterorothertypeofcomputingenvironment.Thisisoneofthemorethan20SMFsdefinedanddescribedinMicrosoftOperationsFramework（MOF）.Theguideassumesthatthereaderisfamiliarwiththeintent,background,andfundamentalconceptsofMOFaswellastheMicrosofttechnologiesdiscussed.

AnoverviewofMOFanditscompanion,MicrosoftSolutionsFramework（MSF）,isavailableintheMOFServiceManagementFunctionOverviewguide.ThisoverviewalsoprovidesabstractsofeachoftheservicemanagementfunctionsdefinedwithinMOF.Detailedinformationabouttheconceptsandprinciplesofeachoftheframeworksiscontainedintechnicalpapersavailableat