IT Mnagement (6) LS 2013/2014 1 Management of IT Environment (6) Riadenie IT prostredia Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice.

IT Mnagement (6) LS 2013/20141

MManagement of IT Environment (6)anagement of IT Environment (6)Riadenie IT prostrediaRiadenie IT prostredia

Martin Sarnovský

Department of Cybernetics and AI, FEI TU Košice

ITIL: ITIL: Service TransitionService Transition


ContentContent

Service Transition Goal, inputs and outputs, list of processes, Purpose, goals, scope, Context, interfaces, principles Services as business assets.

Service Transition Processes Service transition planning, Change management, Configuration and service assets management, Release and deployment management, Validation and testing services, Evaluation, Knowledge management.


Service TransitionService Transition

Service transition = step in IT service life cycle:

Goal: delivery of operating service for targeted businesses. Input: Service Design Package (documents), which was created

during the design phase of service, Output: delivery of all parts and components of service in

operational conditions for next phase: Service Operation.

Included processes: Service transition planning, Change management, Configuration and service assets management, Release and deployment management, Validation and testing services Evaluation, Knowledge management,


Service Transition PurposesService Transition Purposes

Phase of service transition should provide:

Planning and management of capacity (necessary resources) and

deployment of service (i.e. development, testing, release, ...),

Consistent framework for evaluation of service options and risks

Integrity of all service assets defined by Service Transition,

Quality knowledge and information for change, release and

deployment management,

Effective and reusable / generic installation mechanism,

Service maintenance in accordance with demands specified in

phase of Service Design.


Service Transition ScopeService Transition Scope

Continual Service Improvement

Change Management

Service Asset & Configuration Management

Knowledge Management

Service Strategy

Service Design

Service Operation

Service Validation & Testing

Service Transition Planning & Support

Oversee management of organization & stakeholder change

Evaluation of a Change or Service

Release & Deployment ManagementEarly Life Support

Plan & prepare release

Build &

test

Service testing &

pilots

Plan & prepare for deployment

Transfer, deploy, retire

Review & close

service transition

Eval Eval Eval

RFC RFC RFC

BL BL BL

RFC

BL

RFC

BL

RFC

BLBLPoints to capture

Baselines

Requests for Change

Points to evaluate the Service Design


Service Transition Life-CycleService Transition Life-Cycle

Input: Service Design Package (documents)

Life-cycle phases: Acquiring and testing of input configuration units and components. Build and testing, Service release testing, Operational readiness testing, Deployment, Early life support – support provided during initial stages deployment, Service Transition evaluation and termination.

Output: provision of all service components in fully operational state for Service Operation Phase.


Service Transition ProcessesService Transition Processes

Processes included in Service Transition Phase: 1. Service transition planning, 2. Change management, 3. Configuration and service assets management, 4. Release and deployment management, 5. Validation and testing services 6. Evaluation, 7. Knowledge management.


1. Service Transition Planning1. Service Transition Planning

Purpose and Goals of service transition planning: Capacity and resource planning for development, implementation, release,

testing and deployment of service into operation,

Team support for team realizing service transition i.e. workers who personally

realize activities of service transition ,

Change planning, to ensure integrity of customer assets, activity configuration

and assets and their management during service transition,

Securing reports of transition process, risks and differences pre for all relevant

involved parties, mainly employees holding key managerial posts,

Project activity coordination, coordination of developers and providers,

Effective Service Transition Planning Includes: Definition and application of Service Transition Policy.

Definition of Release Policy.


2. Configuration and Asset Management2. Configuration and Asset Management

Management of Service

Configuration and Assets: Process responsible for

configuration management and assets management:

Configuration Management: Process responsible for storage of

information about Configuration Items (CI) required for provision of IT service and their (CI) relationship.

Assets Management: Process responsible for tracking and reporting of financial assets value and

ownership during their life-cycle.


Configuration ItemConfiguration Item

Definition: Configuration Item (CI):

Any component, which needs to be managed (directed, administered) as a part of IT service provision.

Information about every CI is recorded in Configuration Management System and they are stored during whole life-cycle of Configuration Management.

Configuration Management is part of a process number 3 of Service Transition: Management of Service Configuration and Asset.

CIs are managed by Change management.

CIs typically includes IT services, hardware, software, buildings, human resources and formal documentation e.g. process documentation and SLA.


Configuration ItemConfiguration Item

Definition: Configuration Item (CI):

Any component, which needs to be managed (directed, administered) as a part of IT service provision.

Information about every CI is recorded in Configuration Management System and they are stored during whole life-cycle of Configuration Management.

CIs typically includes IT services, hardware, software, buildings, human resources and formal documentation e.g. process documentation and SLA.

CI scope – from complete service or system (including the components, HW, SW, etc.) to SW modules, HW parts

Configurational Hierarchy – model of the infrastructure


CMDB: Configuration DatabaseCMDB: Configuration Database

Definition: Configuration Management Database, CMDB Database used to store configuration records during their whole

life-cycle Configuration management system stores one or more CMDB, Every CMDB stores CI attributes and their relations to other CIs.

Definition: Configuration Record Record which contains details about Configuration Item. Every configuration record contains information about one CI life-cycle.

Life-cycle example: asset and CI


CMDB: Configuration DatabaseCMDB: Configuration Database

ITIL definition – approved configuration of IT environment components Goal of CMDB – to help the organization to understand the relations

and associations between the components and to monitor their configuration (state)

Logical/data model of the Configuration Records Usually described by these attributes:

Technical Ownership Relations

.


Configuration Management SystemConfiguration Management System

Definition: Configuration Management System (CMS)

Package of tools and databases which are used for Configuration Item management by IT service provider.

CMS also contains information about incidents, problems, known bugs, changes and releases.

CMS may contain information about employees, providers, locations, business units, customers and users.

CMS includes tools for acquiring, storing, management, actualization and presentation of Configuration Items and their relationship.

CMS is maintained configuration management, which is used by all IT service management processes.


Configuration System Management - ExampleConfiguration System Management - Example


3. Change Management3. Change Management

Change Management Process responsible for operational

management of life-cycle of all

changes.

Main goal of Change Management

is to realize useful IT service

changes during least possible IT

service downtime.


ChangeChange

Change arise from:

Proactive, e.g. by finding new possibilities of gaining business advantage: cost reduction, service enhancement, efficiency enhancement ...

Reactive, as response to bugs / failures or as adaptation to business environment changes.

Goals of Change Management:

Risk optimalization, in line with business risk optimalization.

Minimize count of necessary changes to services / infrastructure.

Success at first trial.

Definition: Service Change

Addition, change, or removal of approved, planned or supported IT service or service component (documentation included).


Change Risk EstimationChange Risk Estimation

Goal: Business Impact of Change Analysis Method: Indicators quantifying scope of downtime / time needed for

change realization.

Definition: Mean Time to Restore Service (MTRS) Mean time needed to restore Configuration Item or IT service after failure. MTRS is measured from failure of Configuration Item or IT service until its

full restoration and provision of normal functionality.

Other indicators: MTTR - Mean Time to Repair, MTBF - Mean Time Between Failure, ...


Requests for Change - RFCRequests for Change - RFC

Definition: Requests for Change (RFC) Formal proposal for change execution. Request for Change contains detailed information about proposed

change and can be recorded on physical or electronic medium. Term Request for Change is often used incorrectly referring to Change

Record, or to express notion of “change”.

RFC types: RFC document (physical / electronic), Service Desk call, Project initiation document, etc.

IT organization should choose adequate approach and scope of formal expression / documentation of RFC (e.g. based on particular degree of complexity of particular change).


Change Management WorkflowChange Management Workflow


4. Release and Deployment Management4. Release and Deployment ManagementRelease and Deployment Management: Process responsible for Release and Deployment Management.

Release Management: Process responsible for

planning, creating schedules and management of release transfer into: testing and operational environment. Main goal is to ensure integrity of operational environment and that right components are used.

Deployment (Rollout): Activity responsible for transfer of new or changed hardware, software,

documentation, process etc. into operational environment.


Release PolicyRelease Policy

Service Release Types: Major releases – extensive expansion, new functionality, bug fixes.

Minor releases – lesser expansions and fixes, some of them possibly included

in previously released emergency releases.

Emergency releases – fix to small number of known bugs and problems, i.e.

expansion towards critical business requirements.

Service Release Responsibility Matrix (RACI model):


5. Validation And Testing5. Validation And Testing

Goal: to ensure quality of provided service.

Strategy: Transformation of service design outputs into testing requirements, selection of appropriate test combination to include all risks, acceptation criteria defines test inputs and outputs.

Validation and testing process example:


6. Evaluation6. Evaluation

Definition: Evaluation

Process responsible for evaluation

of new or changed IT services.

Ensures, that risks were considered

and helps decide if change should

be implemented.

Evaluation is also process of

comparison between planned and

actual outputs, or comparison of

possible alternative solutions.


7. Knowledge Management7. Knowledge Management

Knowledge Management: Process responsible for acquiring,

analyzing, storing and sharing of

knowledge and information in

organization.

Main purpose of Knowledge

Management is to improve efficiency

by reducing necessary knowledge

refresh rate. .

Service Knowledge Management System, SKMS: Tools and databases, which are used to manage knowledge and information.

SKMS includes Configuration Management System + additional tools, databases.

SKMS stores, manages, actualizes and presents all information, which are needed

by IT service provider to manage whole IT service life-cycle.


Questions?Questions?

IT Mnagement (6) LS 2013/2014 1 Management of IT Environment (6) Riadenie IT prostredia Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice.

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