ITSM - IBM China Research Lab

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© Copyright IBM Corporation 2006

IBM Confidential

IBM China Research Lab

IT Service Management

IBM CRL Distributed Computing & Service

Management

Yang Bo 杨博

Contact: Yang Bo {[email protected]}




Distributed Computing & Service Management

Page 2

Agenda

Background Knowledge

Event Management

Problem Management

Configuration Management

Asset Management

Change Management

Performance and Capacity Management

Knowledge Management

Storage Management

Backup and Recovery Management

End User Services

Reporting Management

Business Process Management




IBM Confidential


Background Knowledge





Page 4

(Slide 1) - Computing Infrastructure Overview Computing Platforms and OS

Platform can be viewed as a framework, either in hardware or software, allowing

software to run.

Framework is a defined support structure in which another project can be

developed

The most common platforms include a computer's architecture, operating

system, or programming languages





Page 5


PC (Personal Computer)

Laptop

Server

Midrange

Mainframe

Supercomputers





Page 6

(Slide 3)- Computing Infrastructure Overview Computing Platforms and OS

Operating system (OS) is a type of software which manages the hardware andsoftware resources of a computer.

OS tasks include controlling and allocating memory, prioritizing the processing

of instructions, controll ing input and output devices, facilitating networking, and

managing files.

The kernel is the lowest level of any operating system

Most operating systems contain system software that manages a graphical user

interface (Windows). Others use CLI, or command line interface (Unix)





Page 7


Examples of Operating Systems include:

Microsoft Windows

UNIX

Linux

Macintosh OS

Linux (GNU/Linux)





Page 8

(Slide 1) - Computing Infrastructure Overview Networks

Computer networking is considered a mult idiscipl inary field combining science

and engineering to provide communication between computer systems.

Networks involves two or more computers, which can be separated by a fewcentimeters (for example Bluetooth) or thousands of kilometers through the

Internet.

Computer networking is also considered a sub-discipline of telecommunications.





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Computer networks are implemented using protocol stack architectures,computer buses, or combinations of layers (media and protocol)

The OSI modelTCP/IP model defines the Network access layer as:

Transport layer

Network layer

Data link layer

Physical layer





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A network topology is the pattern of links connecting nodes of a network.

One-way links are the simplest connection between two devices. Return links or

secondary l inks may be added for two-way communication.

Examples of network topologies include ring, mesh, star, fully connected, line,

tree and bus.





Page 11


Important Networking concepts include:

Hubs

Routers

Printers

Firewalls Switches

Fiber Optic panels

Storage area networks

Server network interfaces

Other Local Area Network (LAN) components

Wide Area Network (WAN) circuits

Metropolitan Area Network (MAN) circuits





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(Slide 1)- Computing Infrastructure Overview Storage

The term “ computer storage” broadly refers to integrated circuits, magnetic or opticaldisks, and/or cartridge tape devices used by computer systems to record and retain digital

data for some interval of t ime.

Storage more commonly referred to as mass storage – magnetic disks, removable opticaldisks, tape cartridges, and other types of media is:

Much slower than RAM (Random Access Memory)

Far less expensive than RAM

Designed for permanent retention of data





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(Slide 2) - Computing Infrastructure Overview Storage

Characterization of storage includes a tiered hierarchy, or the division of primary,secondary, tertiary and off-line storage or distance from the central processing unit.

Other ways to characterize various types of storage includes:

Volatility of Information Ability to access non-contiguous information

Ability to change information

Addressability of information

Capacity and Performance

Stability of media over time





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Primary storage, or internal memory, is computer memory that is accessible to the central processing

unit of a computer via a high performance memory bus and without the use of computer's input/outputchannels.

Primary storage is used to store data that is likely to be in active use also called a “ ready reference” site

to hold both data and binary code that is in active use.

Primary storage is signif icantly more expensive than other types of storage media

Primary storage may be built from dynamic (RAM) or f ixed (ROM) memory, or some combination thereof





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Primary Storage Cont. – RAM

RAM (Random Access Memory) is:

Temporary storage; frequently modifying and/or replacing its stored contents

Extremely fast, when compared to other types of storage

Expensive, when compared to other types of storage

Volatile, losing retained information if the power is interrupted

Dynamic cells (must be constantly electrically refreshed to retain contents)

DRAM

SDRAM

VRAM

RDAM

Static cells (content is retained as long as power is applied to the bus) include SRAM and Cache





Page 16


Primary Storage Cont . ROM –

ROM (Read Only Memory) memory is :

Fixed content; commonly used for data or code that does not change (example: system bios)

Extremely fast, when compared to other types of storage

Expensive, when compared to other types of storage

Non-volatile, retaining cell content regardless of whether power is applied to the bus or not

Examples of ROM include:

ROM (fixed content read-only memory)

PROM (programmable read-only memory)

EPROM (electrically re-programmable read-only memory; contents are erasable under ultraviolet light)

EEPROM (electrically erasable/electrically re-programmable read-only memory)

Flash memory (a board-resident form of EEPROM)





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Secondary storage, also called external memory, is memory that is not d irectly attached to the central

processing unit of a computer, requiring the use of computer's input/output channels.

Secondary storage is used to maintain data that is not in active use. It is significantly slower than

primary storage but has much greater storage capacity and is non-volatile, preserving stored data in an

event of power loss.

Storage devices in this category include:

Hard disk (magnetic or optical)

Floppy disk

CD, CD-R, CD-RW

DVD

Magnetic tape

Paper tape and punch cards

External RAMdisk subsystems





Page 18


Secondary Storage – cont.

Network storage is any type of computer storage that involves accessing information over a computernetwork.

SAN

NAS

Examples of Network storage includes:

Network-attached storage is secondary or tertiary storage attached to a computer which anothercomputer can access over a local-area network, a private wide-area network, or in the case of online filestorage, over the Internet.

Network computers are computers that do not contain internal secondary storage devices. Instead,documents and other data are stored on a network-attached storage.





Page 19


Tertiary storage or tertiary memory, is a computer storage system consisting of one or more storagedrives and an automatic media library, for example a tape library or opt ical disc jukebox.

Near-line storage is a storage medium that can be recalled without manual intervention, but usually atthe cost of incurring a significant delay. (i.e. – direct data retrieval from a tape library or optical jukebox.

Off-line storage is a computer storage medium which must be inserted into a storage drive by a human

operator before a computer can access the information stored on the medium.

Examples of Off-line storage include floppy disks, optical discs, and magnetic tape.





Page 20

(Slide 1) - Computing Infrastructure Overview Applications (DB, Middleware, CRM, IT Management, etc.)

Computer software are the programs and procedures that provide a computer the abili ty to perform a

task.

There are three major software classes:

System software runs the computer hardware and the computer system.

Programming software provides tools for writing computer programs and software using different

programming languages

Application software





Page 21


Applicat ion sof tware is a subclass of computer software that cal ls on the computer direct ly to per form a

task

Applicat ion sof tware allows users to accomplish non-computer related tasks.

Note: Application refers to both the application software and its implementation.

Businesses are the biggest users of application software

Many application software examples may be found at the Business Software Directory.





Page 22


Application software classif ication includes:

Analytical sof tware

Statistical packages

Collaborative software

Blogs, Wiki’s

Computer-mediated communication

E-mail, Web Browsers

Business software

CRM, enterprise business software, etc

Database Software

Oracle, DB2, Microsoft SQL, Informix

Entertainment and Multimedia and Art Software

Video games, picture editing sw,





Page 23


Application software classification includes:

Middleware software

Message Queue Series, Tuxedo

IT Management software Tivoli, CA Unicenter, HP Openview, etc.




IBM Confidential


Introduction to IT Services





Page 25

(Slide 1) - Introduction to IT Services – ESM Introduction

Enterprise – an entire company, everything, all-inclusive

Systems – Information Technology Infrastructure, hardware and software, data, information, and

processes

Management – The monitoring and controlling of entities

Service – Providing function to something or someone

Business Process or Process – The method used to perform tasks or jobs





Page 26

(Slide 2) - Introduction to IT Services – ESM Introduction - Definitions

Enterprise Systems Management - The complete and total management of a company's IT elements

and/or environment

Enterprise Operational Process - The foundation and creation point for all management related services

for the enterprise

Server OS - The operating system is responsible for running and managing the server. Some examplesinclude Windows, Linux, Unix, etc

Application - A program run on a computer to sat isfy a certain need under the OS (examples include

Lotus Notes, Siebel, WebSphere)

Network - The layer of computing the is responsible for interconnecting IT elements

Database - An application pr imarily used for storing data





Page 27

(Slide 3) - Introduction to IT Services – ESM Introduction - Definitions

Process Layer - The layer in ESM containing the Operational Processes

Functional Layer - The layer in ESM containing the management disciplines for services

I/T Element Layer - The layer in ESM enumerating the I/T elements in the environment

Infrastructure Management - The discipline regarding services responsible for maintaining and

managing the IT elements in an environment

Relationship Management - The discipline containing the services that are customer facing in relation totheir IT infrastructure





Page 28

(Slide 5) - Introduction to IT Services – ESM Introduction – Services Definitions

Customer Service Center - The location where customer interact and interface with the IT provider Command Center - The location where operators manage the IT environment

Subject Matter Experts (SME's) - Personnel trained in specific areas within the IT environment, such asapplication, network, os, etc

Project Office - The group within the IT provider matrix responsible for managing the revolving projects

for a customer Composite Elements - Disparate data collected to manage the IT infrastructure

Server/Application Elements - IT elements directly supporting the hw, os, and applications within the ITinfrastructure

Network Elements - IT elements directly supporting the interconnections within the IT infrastructure





Page 29


Capacity/Performance Management - The non-functional service regarding the long term trending of

performance coupled with a knowledge of future load to predict needed capacity

Operations Management - The service responsible for directly managing the IT infrastructure based on

user experience and event management outputs

Recovery Management - The service which manages the complete recovery of your IT infrastructure

which is closely related to backup management

Security Management - The service managing the protection of your IT infrastructure from externalattacks, and preventative measures taken to meet the same

Business Process Management - The service mapping IT elements to a customer's major business

processes

Remote Control - The service managing IT elements remotely, usually through an agent to reduce

downtime





Page 30


Inventory - The service responsible for capturing the software and hardware information for acustomer's IT environment

Reporting Management - The service responsible for collecting and displaying data to the infrastructure

owners and customers

Request Management - The service responsible for retaining collecting and managing requests made of

the IT environment





Page 31


SLA Management - The service, which is c losely tied into report ing management, responsible for

capturing and displaying Service Level Agreement data

Knowledge Management - The service containing reusable standardized information used for reference

and future engagements

Asset Management - The service is the combination of Remote Control, Inventory and Sof tware

Distribution services

Notification/Escalation Management - The service responsible for managing the appropriate not ification

based on event management outputs





Page 32


Call/Problem Management - The service responsible for managing user deficiencies and alerting the

appropr iate parties

Change Management - The service managing the requests and completion of changes made to the IT

infrastructure

End-User Experience Management - The service managing the non-functional (intangible qualities such

as performance) customer requirements

Platform Management Systems - Systems within the IT infrastructure that manage the server and

application IT elements

SNMP Management - The service responsible for managing SNMP (Simple Network Management

Protocol) traffic

Di t ib t d C ti & S i M t





Page 33

(Slide 10) - Introduction to IT Services – ESM Introduct ion (IT Service Management)

IT Service Management or Relationship Management - The discipline containing the services that arecustomer facing in relation to their IT infrastructure

Reporting

Request management

Service level agreement management

Knowledge management

Asset management Notification

Escalation

Help desk

Problem management

Change management

Di t ib t d C ti & S i M t





Page 34

(Slide 1) - Introduction to IT Services – ESM Introduction (IT Infrastructure Management)

Infrastructure Management - The discipline regarding services responsible for maintaining and

managing the IT elements in an environment

Infrastructure Management

Backup Recovery

Software distribution

Configuration

Event

Availability Capacity

Performance






Page 35



Operations

Disaster recovery

Security Remote control

Inventory

Provisioning

Storage

License Business process






Page 36


Relationship Management

Customer Service Center,

Project Office,

Web Portal

Change Management

Call / Problem Management

Notification / Escalation Asset Management


SLA Management

Request ManagementReporting


Security Management

Recovery Management

Operations Management

Capacity / Performance

Availab il ity Management

Configuration ManagementConfiguration Management

Event Management

Business Process Mgt.

Software Distribution

Remote ControlInventory

Command Center,

Subject Matter Experts

Indicates Service or Discipline Interface






Page 37


Indicates Service or Discipline Interface

Enterprise Operational Processes

Enterprise Systems Management

DB/2, Oracle, Sybase, Lotus

SNA, TCP/IP Protocols and Devices

Notes, SAP, MQSeries, Exchange

W9X, NT, 2000, XP, Unix, Linux, OS/400, z/OS

Infrastructure ManagementRelationship Management

Inter-Discipline Interface

Inter-Service Interface

End to End Management Disciplines and Services Layer

Functional Layer

Process Layer

I/T Element Layer

SDINV

PREV

Server

Application

Network

Database

dbg420




IBM Confidential


Event Management






Page 39

(Slide 2) - Event & Fault Management (Introduction of terms and concepts)

E v e n t M o n ito r in g a n d M a n a g e m e n t

Copyr igh t 2004, Dav id Graves and P au l Kontog io rg is

W e b s e rv e r

H T T P

A p p li ca tio n

F i le Spac e

E v e n t M a n a g e m e n t S y s te m S e r v e r

A m o n ito rin g /m a n a g e m e n t a g e n t is d is trib u te d fr o m th e e ve n t m a n a g e m e n t sys te m se rve r to th e w e b se rve r

Th e m on i to r ing ag en t p ro f ile spec i f ies

w ha t e lem en t s a re m on i to red - ( e .g . the w eb se r v ice ap p l ica t ion e xecu t ab le an d f il e sys tem space )

t h resho lds fo r e lem en t s t a te cha nge s (e . g . i f f il e sys tem space dec reas es be low 10 % f ree , send no t if ica t ion )

sev er i ty o f the s ta te cha ng e (e .g . harm less , warn ing , c r it ica l , fa ta l )

A n y n u m b e r o f e le m e n ts w ith in th e w e b se rve r c o u ld b e m o n ito re d

T h e a g e n t r e p o r ts s t a te ch a n g e s o f t h e mo n i to re d e le me n t s b a ck t o th e m a n a g e m e n t se r ve r

t he s t a t e chan ge no t if ica t ions a re "eve n t s "

o t h e r m a n a g e m e n t s e r v ic e s c a n b e i n v o k e d a s a r e s u lt

Mo n i t o r i n g / Ma n a g e me n t Ag e n t

even t = the no t i fi ca tion o f an IT e lem en t s ta te ch ange

Fi le Space Lo w

W e b s e rv e r

H T T P

A p p lic a tio n

F i le Space

E v e n t M a n a g e m e n t S y s te m S e r v e r

Mo n i t o r i n g / Ma n a g e me n t Ag e n t

Up on de tec tion o f an un favo rab le s ta te chang e co r rec t ive ac t ion is taken (m ana gem ent )

th i s a c tio n m a y b e p e r fo r m e d v i a p r o c e s s a n d a h u m a n o r v ia c o m p u t e r s ys te m in t e ra c t io n

th i s a c tio n m a y b e a u to m a t ic o r m a y b e t e m p e r e d b y o t h e r e v e n t s a n d I T e l e m e n t s ta t e c h a n g e s

In c re a se f il e sys te m s i ze co m m a n d

Moni to r ing pro f i le

F i l e S p a c eR e s o l v e d

E v e n t M o n i to r i n g

E v e n t M a n a g e m e n t





p g g

Page 40


Enterprise Event Managem ententerprise systems manag ement = three dimensional man agemen t of IT elemen ts

dimension 1 : across processing platforms (e.g. Windows, L inux, OS/400, No vell, z/OS, etc.)

dimension 2 : across IT e lement categories (e.g. application, database, hardware, network, etc.)

dimension 3: interconnection of manag ement services (e.g. event connected to notification and problem)

Firewal l server

HTTP

Appl ication

File Space

Storage Area Netwo rk Ap p l icat io n server (W in do w s)

Product Ordering

CPU utilization

Paging space

core router

disk input output data rate

fiber network

Fiber network

Copper n etwork

Database server (mainf rame)

Database locks

Table spac e

Free handles

copper network

edge

router

fiber network

fiber network

application managemen t database managementcopper network managementstorage device manag ementfiber network managem entserver management

Web server (Linu x)

Enterpr ise Event Management Serv ice

cros s category event correlat ion

problem management servicenotification service

Copyright 2004, David Graves and Paul Kontogiorgis

Inform at ion Techno logy Inf rast ructu re

Mid- level management system s





p g g

Page 41


Monitored Element

Threshold

Monitoring Rate

Response Level

Action




© Copyright IBM Corporation 2007Page 42

(Slide 1) - Event Management Cont. (Implementation and Configuration of Event Management Service)

Major Components of an Event and Fault Management Environment include:

Monitoring Server

Monitoring Agent

Event Mgmt Server

Event Mgmt Console (clients)

Peripheral Servers (Noti fication, Escalation, Problem Mgmt, etc)





(Slide 1) - Event Management Cont. (Event Processing – Operations Management, Notif ication, Escalation,

etc)

High level event life cycle

Threshold Met

Agent forwards event

Event Reception

Event Processing through Rules

Action taken on event

Post Event to Console

Create Ticket

Notify






etc)

Event groups

Event consoles

Task integration

Actions






etc)

Operations management is the service responsible for directly managing the IT

infrastructure based on user experience and event management outputs of anenterprise

Operators require basic skil ls of IT elements and usually serve as level 1 supportfor a variety of probable problems that may occur in the enterprise

Operators use tools including event management consoles, control book,problem ticketing systems, access to systems for resolution, integration tools,etc.






etc)

Multi Platform Monitoring,

notification and Management

ReportPrep DB

Event Mgmt

Network

Problem/Change

w/Notification

Report

Presentation

Server DBs Apps

Configuration

Mgmt

Disparate

Data

Disparate

Data

Storage





(Slide 1) - Event Management Cont. Service Interconnections

Possible service interconnections in Infrastructure Management

Operations

Security


Availability

Performance and Capacity






Possible service interconnections in Infrastructure Management

Inventory

Backup and Recovery


Provisioning (Utility Computing)






Possible service interconnections in IT Service or Relationship Management

Reporting

Problem

Notification & Escalation

Change

Asset

SLA (Service Level Agreement)











Enterprise event management tool sampling

HP IT Operator

Computer Associates TNG Unicenter The Next Generation

BMC Suite by BMC Software

Tivoli Enterprise Console Netview for z/OS

Dell OpenManage

IBM Tivoli Monitoring




IBM Confidential


Problem Management





(Slide 1) - Problem Management

Problem Description

Severity

Time Opened

Group Assigned

Contact Information






SCIM

Time Closed

Change Integration

Duration for resolution

Resolution






Incident/Problem review meetings

Root cause analysis review meetings

Generate and post operational and management reports

Provide ad hoc Incident and Problem reports

Problem analysis and trend reporting, which lead to identifying common problems andrecommendation of improvements to prevent future Incidents and Problems

Maintain a current list of infrastructure IT elements






Identify and report Problems that impact customer’s business. (assign business criticalityby element, or a step from BSM)

Identify and escalate duplicate and reoccurring Problems for expedited resolution (providepreventative or automated actions)

Manage Problems to resolut ion

Review and validate Severity levels set by customer or IT Infrastructure support staff

Identify Problem trends, accuracy of information, and completeness of problem tickets(also part of ITIL)

Identify responsibil ities between service providers and customer within procedures






( ) g

Problem Flow End user reportsproblem

level l help deskperforms problem

determination withprovided proceduresand opens Problem

ticket

ProblemResolved?

Close ProblemTicket with

resolution ofproblem.

level l help desk

contacts DistributedOperations (level 2)and routes problem

ticket

Dist Ops:

Performs problem determination with provideddocumentation

May Engage Duty Managers as part of situation mgmt

Opens Problem ticket if necessaryPages out infrastructure support SME

Duty Managers:

Perform situation management

Informs and sends Out executive alerts for bothinfrastructure and application if escalation is required

Automatedresolutions

such asServer up

down

Dist Ops contacts projectmanager and engages

appropriate support group perprovided documentation and

routes Problem ticket. Ifproblem not resolved, Duty

Managers provide periodicstatus to management andcustomers. If the problemmeets exec alert criteria,

Duty Managers send execalert updates for application

and infrastructure byfollowing escalation

procedures

Problem

Resolved?

Yes

Yes

No

No


(Slide 7) – Problem Management




(Slide 7) Problem Management

Possible Infrastructure Service Interconnections with Problem Management

include:


Event Management

Availabi lity Management



Security Management

Network Management






Possible Relationship Service Interconnections with Problem Management

include:


Change Management


Notification Management

SLA Management


(Slid 9) P bl M





Problem Management tool sampling

BMC’s Remedy

HP’s Peregrine

Managed Objects

IBM’s Enterprise Systems Manager IBM MRO’s Maximo (TSD)

PeopleSoft’s Vantive




IBM Confidential




(Slide 1) Configuration Management




(Slide 1) – Configuration Management

Introduction to Configuration Management Definition and Goal

Roles and Responsibilities of Configuration Management

Responsibili ties of Configuration Manager Role

Services Interconnections

Tools Survey






(Slide 2) - Configuration Management

Configuration Management – the taking and maintaining of the configuration of IT

elements – the configuration includes the hardware and software components andparticular operating system settings.

Configuration management is responsible for identifying, recording, tracking, and

reporting key IT components or assets — these assets are called configuration items (CIs)

The goal of Configuration Management is to ensure accurate and timely data and

information for operational use.


C fi ti M t S t CMS




Configuration Management System - CMS







Software Configuration Management (SCM) Group

Defines the IT Element inventory Depending on the size of the environment, it may consist of up to several hundred people

Project Team Leader

Defines the IT Element inventory

Creates the configuration management plan May create the project software configuration management (SCM) plan

Communicates and gains approval for the project SCM plan

Software Configuration Control Board (SCCB)

Authorizes the software baseline






Software Configuration Controller

Defines the project inventory

Leads the SCM Group

Implements the library management system (LMS)

Performs the initial and continuing software baseline audits

Includes a new element Check-out an element

Records changes to an element

Check-in an element

Build and release elements Records baseline status changes






The Configuration Manager ensures accurate and timely data and information foroperational use.

Develops requirements for Configuration Management information, standards, plans,

procedures, measurements, tools, and technology

Establishes the scope of the Configuration Management processes, function, the itemsthat are to be controlled, and the information that is to be recorded

Develops and communicates Configuration Management communication plan

Owns, manages, and maintains the Configuration Management Database (CMDB), centrallibraries, tools, common codes, and data

Creates an identification scheme for Configuration Management libraries

Assumes responsibility for populating the CMDB with descriptions of the att ributes andrelationships of the logical and physical configuration items






Configuration Manager also controls the receipt, identification, storage, and withdrawal ofall supported configuration items

Holds the master copies

Archives superseded configuration item copies

Maintains and provides information on the status of configuration i tems and produceconfiguration status accounting reports

Records and distributes Configuration Management issues

Ensures that configuration items are uniquely identified with naming conventions

Performs configuration audits to check that the physical and logical IT element inventoriesare consistent with the CMDB and init iates any necessary corrective action






Possible Infrastructure Service Interconnections with Configuration

Management include:


Call Management


Availabil ity Management


Inventory

Resource Management (w/ Utility Computing)






Possible Relationship Service Interconnections with Configuration Management

include:


Request Management


Asset Management

Problem Management

Change Management






Configuration Management tool sampling

KONFIG CM

Puppet

NetDirector HP’s Peregrine Service Center

IBM’s CCMDB (Change and Configuration Management DB)

BMC’s Topology Discovery

TPM 5.1 or TPM Express for Software Distribution and Inventory




IBM Confidential


Asset Management


(Slide 1) - Asset Management Overview




Asset Management - The service is the combination of Remote Control, Inventory and

Software Distr ibution services used for managing the IT elements in the enterprise

Major asset management components include:

remote control (end user service)

inventory

software distribution

Enterprise asset management (EAM) is the organized and systematic tracking of an

organization's physical assets


(Slide 2) - Asset Management (Inventory and SD)




ServersWindows

Linux

HP/UX

MVS

Servers AIX

NovellNCR

OS/2

DatabasesOracle

Sybase

MySQL

DatabasesDB2

Informix

SQL Server


Net-

work

Copper

Fiber

Ethernet

Inventory


(Slide 3) - Asset Management (Inventory)




Common Inventory fields include:

Component Type

Ownership

License (sw and hw)

Location

History

Charges (Depreciation)

Transfer

Delegation






Common Inventory functions (both tool and human) include: Identification

Profile creation and distribution to targets

Type of Scan

Scan scheduling

Record information

Verify collection

Tool integration

Assist in procurement planning






Possible Infrastructure Service Interconnections with Asset Management (Inventory) include



Event Management

Licensing Management

Problem Management






Possible Relationship Service Interconnections with Asset Management (Inventory) include


Change Management







Asset management (Inventory) tool sampling

Tivoli Configuration Manager – Inventory

Microsoft’s SMS

BMC Suite

Asset Insight

MRO’s Maximo Enterprise



(Slide 1) - Asset Management (Software Distribution)




Software Distribution - The service responsible for distributing software to the ITenvironment.

Software Distribution types include:

Data

Patches

Fixpacks

Entire applications

OS updates

Configuration changes






Collection of Code to be distr ibuted

Preparation of code to be distributed

Distribution of code






Installation of code

Confirmation of installation/update of code

Verify the update

Update distribution status






Common fi les sent with the distribution programs or filesets include:

Pre and Post Installation Scripts

README

Changelog

INSTALL - instructions on how to install

LICENSE

FAQ

Bugs






Possible Infrastructure Service Interconnections with Asset Management (Software Distribution) include:

Inventory Management


Event Management

Licensing Management

Problem Management






Possible Relationship Service Interconnections with Asset Management (SoftwareDistribution) include:


Change Management


Notif ication Management






Software Distribution Management tool sampling

IBM’s Tivoli Configuration Manager

BMC’s Marimba

Microsoft’s SMS

HP’s Radia

Altiris’ Deployment Solution





IBM Confidential


Change Management


(Slide 1) - Change Management




Change Management is responsible for controlling and managing changes to the IT

environment, from inception through implementation and in some cases at the operational

stage.

A change is anything which alters the status of an IT element, or in ITIL, a configuration

item (CI).

Change Management goal is to ensure that standardized methods and procedures are

used for efficient handling of all changes, in order to minimize the impact of change-

related incidents.






Change Management workflow options include:

Recursive

Concurrent and multi branching

Dependencies








B fit f Ch M t




Benefits of Change Management

Minimize the risk of business continuity to IT services

Reduce number of incidents caused by changes to none

Ensure accurate cost assessment of proposed changes before approval

Allow technical changes at the rate required for business need

Provide connection between business and the supporting IT Infrastructure

Provide innovation opportunities for the business with a supporting stable IT service






Own and administer the change management process documents

Coordinate change requirements

Audit change records for process compliance including risk assessment

Coordinate change process and tool requirements including customer specific elements

Administer as required user access to the organizational standard change management

tool

Facil itate Change Management meeting and follow-ups. Review and seek customersaccount approvals for requested changes via the weekly change meeting

Analyze Change management standardized operational reporting deliverables

Document action plans to resolve identified trends and improve Change Service Levels

Provide ongoing Change process & tool training

Maintain Change Document Of Understanding






Changes applications, infrastructure or both.

Establishing change windows during which changes may be performed without negatively

affecting projected availability or SLA commitments

Enforcement of standard methods and procedures from request for change through postimplementation review

Establishing regular meetings and communication schedules to evaluate proposedchanges and schedules

Control and management of the implementation of those changes that are subsequentlyapproved

Maintenance of open channels of communications to promote smooth transition whenchanges take place

Increased visibili ty and communication of changes to both business and support staff.






Changes are classified by the following types:

Hardware Installations, removals, relocations or modification of information technologyprocessors and peripherals

Software Modif ications to the system operating code, access methods

Applications

Network: Changes specifically related to the installation or modifications of network

components






Environment: Changes that involve the information technology facilit ies.

Infrastructure: Changes that involve management infrastructure components

Operations: Changes to operational procedures that may affect systems availability oraccessibility or changes that may impact the normal, operational delivery of a service.

Information : Changes that may be registered in order to ensure the availability of specificservices at special times or changes performed by external parties

(De)Activation: all changes for activation or de-activation of service.






Classification of changes based on severity include:

• Emergency Changes

• Exception Changes

• Normal Changes



Pl f i hiCh A i / I ll

Executing CompetencyProcess Role




Platform system engineerChange Tester

Change Team, Platform system engineer, Service

Manager

Change Scheduler

Customer (CSC); Platform system engineer; ServiceManager

Requester / Closer

Platform system engineer (acting service manager);

service manager

Change Requester

Platform system engineer (team/change leader)Change Group Leader

Platform system engineer (acting service manager);

service manager

Change Coordinator

Change teamChange Controller

Systems Management ExpertChange Assignee

Change team; Platform system engineer; service

manager

Change Assessor

Change team; Platform system engineer; service

manager

Change Approver

Platform system engineer architectChange Activator / Installer






Change management considerations

Lead Times

Escalation Policy

Notification Policy

Endorsement Policy

Change Meetings

Change Control







(Slide 13) – Change Management

Possible Infrastructure Service Interconnections with Change Management




include:


Software Distr ibution

Call Management



Resource Management (w/ Util ity Computing)



Possible Relationship Service Interconnections with Change Management




include:


Request Management


Asset Management

Notif ication Management

Problem Management






Change Management tool sampling

HP’s Peregrine Service Center

IBM Tivoli Change and Configuration Management Database

Mercury Change Control Management™ (formerly Kintana)

BMC® Remedy® Change Management Application

BMC’s Topology Discovery

Sunview’s ChangeGear





IBM Confidential

Performance and CapacityManagement


(Slide 1) – Performance and Capacity Management




Performance Management consists of applying skil ls and techniques for the

purpose of optimizing the performance of computing system resources.

Capacity Management is the discipline concerned with ensuring adequate

computing system resources availabili ty to meet demands of end users,

applications, and any other need supported by the IT enterprise meeting a

business requirement.






Non-functional requirements, or constraints that are a hindrance to delivering the

funct ional requirements in an enterprise

Constraints include:

Geographical

Technical standards

Government standards

Existing IT environment






Some examples of Non Functional requirements include:

Performance

Availability

Maintainability

Testability

Portability

Security

NLS (National Language Support)






Performance and Capacity Management Activ ities include:

Performance monitoring

Tuning activ ities

Demands on the current and future business

Influences

Capacity planning



Possible Infrastructure Service Interconnections with Performance and

Capacity Management include:





Event Management


Availabi lity Management

Inventory





Possible Relationship Service Interconnections with Performance and Capacity

Management include:





SLA Management


Asset Management

Notif ication and Escalation Management

Problem Management

Change Management






Performance and Capacity Management tool sampling

IBM’s ITM (Performance) and TPC Suite (Capacity) (distributed)

IBM’s SRM

BMC Patrol and Perform & Predict

HP’s Openview

Microsoft’s MOM

IBM’s Omegamon (formerly Candle for mainframe)

Computer Associate’s Unicenter Suite





IBM Confidential



The purpose of Knowledge Management is to ensure that the rightinformation is delivered to the appropriate place or competent person at the

(Slide 7) – Knowledge Management




Source: “ITIL Refresh: Vendor pre-release briefing”, May 2007

pp p p p p

right time to enable informed decision.



The objectives of Knowledge Management




Enabling the service provider to be more efficient and improve quality of service,increase satisfaction and reduce the cost of service

Ensuring staff have a clear and common understanding of the value that theirservices provide to customers and the ways in which benefits are realized from theuse of those services

Ensuring that, at a given time and location, service provider staff have adequate

information on:Who is currently using their services

The current states of consumption

Service delivery constraints

Difficulties faced by the customer in fully realizing the benefits expected from the

service.



Knowledge Management is typically displayed within the Data–to–Information–to–Knowledge–to–Wisdom (DIKW) structure. The use of these terms is set out below.




Data is a set of discrete facts about events.

Information is typically stored in semi-structured content such as documents, e-mail,

and multimedia.

Knowledge is composed of the tacit experiences, ideas, insights, values and

judgments of individuals.

Wisdom gives the ultimate discernment of the material and having the application and

contextual awareness to provide a strong common sense judgment.



The service knowledge management system






A strong Business Case is critical for effect ive Knowledge Management and it isimportant that the measures of success are visible to all levels involved in theimplementation Typical measures for an IT service provider’s contr ibution are:




implementation. Typical measures for an IT service provider s contr ibution are:

Successful implementation and early life operation of new and changed services withfew knowledge-related errors

Increased responsiveness to changing business demands, e.g. higher percentage ofqueries and question solved via single access to internet/intranet through use ofsearch and index systems such as Google

Improved accessibility and management of standards and policies

Knowledge dissemination

Reduced time and effort required to support and maintain services

Reduced time to find information for diagnosis and fixing incidents and problems

Reduced dependency on personnel for knowledge.





IBM Confidential

Storage Management


(Slide 1) – Storage Management

Enterprise storage is the field of information technology focused on the storage, protection, andretrieval of data in large scale environments




retrieval of data in large-scale environments.

Disk mirroring is the simultaneous writ ing of data to two or more disks in real time to provide 100%

redundancy of the storage media.

Replication is the duplication of stored data over an extended distance

Backup refers to the copying of data files to some type of separate media for protection of data and tofacilitate file recovery

Archiving is the practice of keeping infrequent ly used data off-line in an organized structure for ease of

location and retrieval.

Disaster recovery is a comprehensive plan and redundant computer structure used to protect data from

localized disasters.






A SAN fabr ic is a network of Fibre Channel devices interconnected by Fibre Channel Switched (FC-SW)technology

Fabrics are typically subdivided by Fibre Channel zoning, which prevents indiv idual servers fromaccessing storage they are not allowed to use.

Each fabric has a simple name server that manages port logins and plays a role in the zoning process.

Switches within a fabric can be connected with one another using one or more ISLs (Inter Switch Link)

to provide additional fabric expansion and port over-subscription



Fibre Channel zoning segments servers and storage, into isolated groups that cannot accessunauthorized storage, nor have its storage be accessed by other servers.




There are two main methods of zoning, hard and soft, and two sets of

attributes, name and port.

Soft zoning restricts access to storage through access permissions stored in the switch’s Simple NameServer. However, zoning is not hardware enforced, and if the resource already knows the location of adevice, it can access it.

Hard zoning restricts actual communication across a fabric via hardware routing within the switch.

Unauthorized access to storage is not permitted.

Port zoning restricts ports f rom talking to unauthorized ports by specifying exactly which port numbersare allowed within the zone.

Name zoning restric ts access by World Wide Name, which is managed by the Simple Name Server.






This is a high availability fabric

topology, with no single point of

failure between host and storage.

This is a an ISL link that allows

switch-to-switch traffic. It allows

fabrics to expand to increase to

overall count of lower performance

FC port.






Network-attached storage or NAS systems are storage devices that can be accessed over a standard

Ethernet network

NAS devices become logical fi le system storage for a local area network.

NAS was developed to address problems with the complexity and cost associated with SAN-based

storage devices.

NAS appliance pricing is typically significantly lower than equivalent SAN storage due to commodity

based network pr icing.



RAID, which stands for redundant array of inexpensive disks, (later known as redundant array ofi d d t di k ) i t hi h lt i l h d d i t i l l i l di k t




independent disk,) is a system which uses mult iple hard drives to appear as a single logical disk to aserver.

RAID combines multip le hard drives with a parity, or error correction mechanism, to protect data fromindividual disk failures.

RAID has multiple levels for specification of performance characteristics within the Raid i tself (i.e. –100% protection, maximum performance, high speed image transfers, good overall read/writeperformance, etc.)

Six levels or RAID were originally specif ied. Today there are well over a dozen different combinations ofthe original six levels, modifications of the original levels, and vendor proprietary RAID definit ions.

One or more user-definable RAID levels is at the heart of most modern storage subsystems.



The most commonly implemented RAID levels include:




RAID 0: Striped without data protection (JBOD – Just a Bunch of Disks)

RAID 1: Mirrored (100% redundancy)

RAID 3: Striped data (dedicated parity disk) RAID 5: Striped (parity evenly distr ibuted across disks)

Common nested RAID levels:

RAID 6: Striped data with parity blocks distributed across two disks

RAID 01: A mirrored set of st riped disks

RAID 10: A striped set of mirrored disks

RAID 30: A stripe across dedicated parity RAID systems

RAID 100: A st ripe of a stripe of mirrors



RAID configuration metrics include:




Page 125

Failure rate

Mean time to data loss (MTTDL)

Mean time to recovery (MTTR)

Unrecoverable bit error rate (UBE)

Atomic Write Failure






Page 126

Direct Attached Storage (DAS) refers to digital storage directly attached to a server or workstation.

Storage area network (SAN) is a network designed to connect computer storage such as independent

disk subsystems and tape libraries to servers.



NAS uses file storage access methods l ike SMB/CIFS or NFS. A remote server presents its storage to

other systems and allows it to be “mounted” or “ mapped” to the target server’s existing file system




Page 127

other systems and allows it to be mounted or mapped to the target server s existing file system

giving the appearance of additional local storage being available. File read and write requests are

“ redirected” to the remote server’s storage, transparently to the target system.

Fibre Channel SAN storage uses the SCSI protocol for communication between servers and devices.

Storage transfers are done at the “ block” level and rely on a low-level, highly efficient protocol, for

minimum overhead.



SANs are normally buil t on a specialized network inf rastructure specifically designed to handle storage

communications.

While SAN technology is usually considered to be a Fibre Channel fabric network using the SCSI




Page 128

While SAN technology is usually considered to be a Fibre Channel fabric network using the SCSI

command set, it can just as easily be structured as a network using TPC/IP over Ethernet.

One protocol designed to create a SAN over Ethernet is iSCSI which uses the same SCSI command set

over TCP/IP.

FCP, FC-IP, iFCP, and SAS are common protocols used in a SAN.

SAN connections include one or more servers (hosts) and one or more disk arrays, tape libraries, or

other storage devices.



Tape library (sometimes called a tape silo or tape jukebox) is a large storage device which contains oneor more tape drives, a number of slots to hold tape cartridges, a barcode reader to identify tape

cartridges and an automated method / robot for loading tapes.




Page 129

An Autoloader is a smal ler data storage device consisting of at least one tape drive (the dr ive), a method

of loading tapes into the drive (the robot), and a storage area for tapes (the magazine).

Other types of autoloaders may operate with Optical Disks and CD-ROMs.

A tape dr ive is a per ipheral device that reads and writes data stored on a magnetic tape reel or cartridge.It may be operated in streaming or start/ stop mode, with or without data compression turned on.



Magnetic tape is a non-volatile storage medium consisting of a magnetic oxide coating on a thin plastic

strip.

Magneto-optical disk and optical tape storage use many of the same concepts as magnetic storage, butare not as common as magnetic tape




Page 130

are not as common as magnetic tape.

Optical recording media is used primarily for Write-Once-Read-Many (WORM) capabilit ies, or wheremedia deterioration over time is a concern.

Tapes and drives come in various formats. These formats include:

Digital Data Storage (DDS)

Digital Linear Tape (DLT)

Linear Tape-Open (LTO)

Advanced Intelligent Tape (AIT)

Quarter Inch Cartridge (QIC)



Primary storage is internal memory that is accessible to the central processing unit without the use ofthe computer’s input/output channels.




Secondary storage is memory that is not d irectly attached to the central processing unit of a computer,

requir ing the use of computer's input /output channels. Secondary storage is used to retain data that isnot in active use.

Near-line storage is a storage medium that can be recalled without manual intervention, but usually atthe cost of incurring a significant delay. (i.e. – direct data retrieval from a tape library or optical jukebox.

Off-line storage is a computer storage medium which must be inserted into a storage drive by a humanoperator before a computer can access the information stored on the medium.


(Slide 15) - Storage Management

Possible Infrastructure Service Interconnections with Storage Management:


Event Management







Network Management

Security Management

Inventory




(Slide 16) - Storage Management

Possible Relationship Service Interconnections with Storage

Management include:





SLA Management


Asset Management

Notification and Escalation Management

Problem Management

Change Management


(Slide 17) - Storage Backup Tools

Storage Management Tool Sampling




Symantec (Veritas) NetBackup

IBM’s Tivoli Storage Manager IBM’s Metro Mirror (pprc)

Compute Associates Brightstor ARCserve

Hewlett-Packard’s Data Protector

EMC (Legato) Networker

EMC’s Data Manager

Network Appliance’s NearStore





IBM Confidential

Backup and RecoveryManagement


(Slide 1) – Backup and Recovery Management

Backup in computer engineering refers to copying data to a separate media to facilitate the recovery of

lost or damaged files, and to protect the organization from a major disaster.




Data recovery is the process of salvaging data from damaged, failed, wrecked or inaccessible storagemedia when it cannot be accessed normally.

Data backup is done on a defined schedule that ensures the recovery process meets the requirements

of the business.



Backup strategies include:

Snapshot Backups




Snapshot Backups

Full Backup

Differential Backup

Incremental Backups

Continuous Backups (CDP)

Disk Mirroring



Backup issue considerations:

Backup time to completion




Multiple media backup

Backup software

Hardware considerations

Applicat ion/Database Status

Backup Window

Backup Resources

Data Validation



There are six primary metrics relating to data backup:

Recovery Point Objective (RPO)

B k Wi d




Backup Window

Restore Time

Retention Time

Backup Validation

Open File backup



Different roles of data backups




Backup procedures

Recovery strategy

Validation and Verif ication



There are primarily six different types of backups for online and offline

methodologies:




Full backup

Incremental backup

Differential backup

Mirroring

Snapshots

CDP

Backup Window

Space Requirements



There are two types of Damage:




Physical Damage

Logical Damage



Techniques are used by these repair programs

Consistency checking




File System Structure Analysis

Troubleshooting

Component repair or replacement



Data compression also called source coding, is the process of encoding information while using fewer

bits (or other information-bearing units) than an unencoded method would use through specific

encoding schemes.






Storage Devices include:

Hard disk drive




SCSI Disk

ATA Disk

Magnetic tape

Magneto-optical and optical tape storage

Optical disc

WORM



Disasters are the result of an unforeseen natural event (a physical event e.g. a fire, tornado, hurricane,

flood, earthquake, etc.) or the consequences of human error.




The current data protection market is characterized by several factors:

The loss incurred by having data unavailable

Recovery time frame

Business continuity st rategy (partial or full restoration)

Level of data protection required by the business



Common enterprise risks include:

Fire

Natural Causes (wind, earthquake, ice storm, etc.)

P C i ti O t




Power or Communications Outages

War and Regional Conflicts Terrorist Attacks

Civil Disruptions

System and/or Equipment Outages

Human Error

Computer Viruses Governmental or Legal Intervention

Loss of key personnel



Preventions Against Disasters include Offsite Backups

Surge Protectors

Uninterruptible Power Supply (UPS)




p pp y ( )

Emergency generators

Fire prevention systems

Anti-virus software

Redundant computing facilities

A good disaster recovery plan acknowledges the following important factors:

Customers

Facilities

Knowledge Workers

Business Information

Security of data

Classif ication of data for staged recovery



Disaster Recovery Process:

Buy new equipment (hardware) or repair or remove viruses, etc.

Call software provider and reinstall software

Retrieve offsite storage discs




g

Reinstall all data from back-up source

Re-enter data from the previous week or latest copy

Disaster Recovery Technology:

Virtual Tape library

Synchronous replication software and technology

Virtual PBX/hosted phone service



Key Backup and Recovery Terms:

Recovery Point Object ive (RPO)




Recovery Time Objective (RTO)



Business Continui ty Planning (BCP) is a methodology used to create a plan describ ing how anorganization will resume critical functions either partially or completely which were interrupted within apredetermined time following a disaster or disruption.






BCP manual consists of:

1. Impact analysis




Recovery requirements consist of the following information:

Resolution time frame

Business requirements

Technical requirements




2. Threat analysis - Common threats include the following:




Disease Earthquake

Fire

Flood

Cyber attack

Hurricane

Utility outage

Terrorism




3. Definition of impact scenarios




(Note: One paper from Deloit te and Touche lists as:

a) Emergency response (protection of life and safety)

b) Disaster assessment (identify scope and crit icality of the disaster)

c) Short term recovery (restore critical services)d) Long term recovery (restore all services and capabilities)

e) Return to pre-disaster operations (fall-back process to return services to the primary data center) (RC)



Recovery requirement documentation may include information on:

Desks Manual workaround solutions (interim floor plans and user equipment needs)

Recovery personnel (short term, long term, specialists, etc.)

Application and data (All, or categorized by value to the business)

Maximum outage allowed for the applications




Maximum outage allowed for the applications

Peripheral requirements

Unique business environment requirements

Disaster Recover Plan and BCP are sometimes synonymous

Disaster Recovery Plan Purpose and Objectives



The following is a list of hardware redundancy that is recommend:

Failover or Clustered processors




Redundant array of inexpensive disk (RAID) devices

Dual access paths

Dual I/O controllers

Dual power supplies

Uninterruptible power source (UPS)



Nature of failures include:

Human factor

Hardware failure




Transaction failure Disaster



Outages are classif ied into two categories:

Planned outages




Unplanned outages



Availabil ity is a measure of the time that a server or process is functioning normal ly, as well as

a measure of the time the recovery process requires after a component failure.

High availability roughly equates to a system and its data available almost all the time, 24hours a day, 7 days a week, and 365 days a year.











Five level of availability are:

Level 1: Basic systems, no redundancy

Level 2: RAID x, disk redundancy




Level 3: Failover, component redundancy

Level 4: Replication, data redundancy

Level 5: Disaster recovery



The seven tiers of disaster recovery are:

Tier 0 - No off-site data

Tier 1 - Data backup with no hot site

Tier 2 - Data backup with a hot site

Tier 3 Electronic vaulting




Tier 3 - Electronic vaulting

Tier 4 - Point-in-time copies

Tier 5 - Transaction integrity

Tier 6 - Zero or little data loss

Tier 7 - Highly automated, business-integrated solution








Facts about business continuity include:

Traditional 72-hour recovery periods for business-critical processes are no longer good enough.

A new 4 to 24 hour recovery time and recovery point objectives are generally used.

A need for a larger goal of ensuring resumption and recovery of end-to-end enterprise business

processes




processes.

Active/passive configuration between two sites for 30-60 minute recovery.

24x7 continuous availability being designed into most critical applications.

Geographic diversity is imperative








A suitable Business Continuity solution design, asks the fol lowing questions:

How much data can the organization afford to lose?

What is the organization’s recovery point objective (RPO)?

How long can the organization afford to have the system off line?




How long can the organization afford to have the system off line?

What is the organization’s recovery t ime objective (RTO)?

Factors contributing to higher costs include:

More complex IT operating environment as a result of exponential growth of storage capacity and

diversification of operating systems (strong growth of Windows NT® in the last two decades and the

emergence of Linux® in the late 1990s).

The new era of e-business requires solutions operating at 24 hours a day, 7 days a week, 365 days a

year (7x24x365), and on a more global basis of information exchange between dispersed sites.

Digital data cont inues to expand dramatically, and more data is cr itical to the business.

Increased complexity with new data protection and regulatory requirements.



For a Business Continuity solution design, the following factors need to be

considered:

Categorize requirements by value to the business.




Identify critical applications and data. Determine cost of downtime.

Develop solution with need and cost in mind.

Implementation time.

Provision for periodic testing.

For disaster recovery, compliance to data center disaster recovery strategy within overall corporatebusiness continuity objectives.

Which tiers of the 7 tiers in disaster recovery would you like to follow?

In High availability, which of the 5 levels of availability would you like to achieve?



When planning for business continuity, you should consider the following:

Information-based business model.

Transaction-based (versus batch-based) processing.




Distributed work environment.

People-based business.



Possible Infrastructure Service Interconnections with Backup and Recovery

Management include:


Event Management







Network Management & Security Management

Inventory





Possible Relationship Service Interconnections with Backup and Recovery

Management include:





SLA Management


Asset Management


Problem Management


(Slide 36) - Storage Backup Tools

Storage Management Tool Sampling

Symantec (Veritas) NetBackup

IBM’s Tivoli Storage Manager

IBM’s Metro Mirror (pprc)

C t A i t B i ht t ARC




Compute Associates Brightstor ARCserve Hewlett-Packard’s Data Protector

EMC (Legato) Networker

EMC’s Data Manager

Network Appliance’s NearStore


E d U S i




IBM Confidential

End User Services


(Slide 1) – End User Services (End User Self-Enablement, Remote Control, Help Desk, Deskside Support,

Client Image Services)

End User Self-Enablement

Remote Control




Help Desk

Deskside Support

Client Image Services (Also known as Asset Management – Software Distribution, please referenceearlier section of the same name)


(Slide 2) - End User Services (End User Self-Enablement, Remote Control, Help Desk, Deskside Support,


Characteristics of end user self-enablement include:

Frequently asked questions (FAQs)

Web based ticket creation




Web-based ticket creation

Automated password reset tools

Web Chat

Speech recognition

Automated workstation software update tools (“ push” or ” pull ” )




Characteristics of IT help desks include:

Central point for enterprise assistance often called Single Point of Contact (SPOC)




Help desk software integrated with other management discip lines

Several levels of help desk support

Roles include customer service representatives or agents, queue managers, team

leads or duty managers, quality monitors, knowledge managers, etc..




Characteristics of deskside support include:

Deskside Coordinator or Queue Monitor

Handle Deskside Request

Dispatch Deskside Technician

Deskside Technician

Perform IMAC (Install, Move, Add, Change) Activities

Perform SW or HW Break / Fix Activities




Perform SW or HW Break / Fix Activities

Perform Machine Inspection

Perform Site Inspection

Perform asset inventory (“wall to wall”)

Deskside Team Lead or Controller or Supervisor or Manager

Overall Deskside Responsibility Deskside team and customer meetings

SLA Management




Other teams that support End Users include:

Network Services Team

Telecom Team




Application Teams

Third Party Provider Teams

Provisioning Teams, who may ship new workstations, telephones, blackberries, etc…

Remote Control Support




Remote control / remote management requirements include:

Software

Internet connection




Internet connection

Remote Desktop Protocol (RDP)

End user willingness (and business rules) to “ give up” workstation control




Examples of common tasks that remote control / remote management software performs:

Shutdown or Reboot

Shutting down another computer over a network




Modifying OS Settings, internet settings, and/or application settings

Editing another computer's registry settings

Installing software on another machine over a network

Supervising computer or internet usage

End user administration


(Slide 9) – End User Services (End User Self-Enablement, Remote Control, Help Desk, Deskside Support ,


Characteristics of cl ient image services include:

Image build…

Build once, then mass produce, using extensive automation




Software packaging

Also can benefit from significant automation


Push or pull distribution methodologies, depending on business rules, etc.


(Slide 10) – End User Services

Possible Infrastructure Service Interconnections with End User Services

include:


Remote Control






Event Management



Network and Security Management




Possible Relationship Service Interconnections with End User Services include:


SLA Management





Asset Management


Problem Management



Remote Management tool sampling includes:

IBM’s Tivoli Remote Control

DameWare

Windows SMS

IBM’s Ayudame

PC Anywhere

Windows Server 2003 (Comes with Terminal Services)




( )

Active Directory and Microsof t's Windows NT Domains

VNC

SSH or Telnet (Unix)

Famatech Remote Administrator (radmin)

Help Desk Tools include:

HP’s Peregrine

IBM’s eESM CRM systems (Siebel systems, PeopleSoft, etc.)

BMC’s Remedy






IBM Confidential



(Slide 1) – Report ing Management

Report ing Management is the service responsible for col lecting and displaying

data to the infrastructure owners and customers

The objectives of the Reports process are to:




Provide accurate timely measures as defined by business requirements

Developing necessary information for making sound business decisions

Enable reporting management to assess and control its business via timely measurement reports

Co-ordinate, review, implement and communicate requests for measures and subsequent changes

Provide measurement and report ing services


(Slide 2) – Reporting Management






Report coordinator responsibilities include:

Handle Existing Report

Create or Produce New Report

Change Existing Report




Stop a Report








Typical reports include:

Number of Escalations

Process Improvements

Process Compliance




Percentage of Report Request Entitlement Failures

Performance/Capacity

Trending in Problem/Change Ticket resolution

Call Center Metrics

SLA Compliance



Extract, transform, and load (ETL) is a process in data warehousing that

involves:

Extracting data from outside sources

Transforming data to fit business needs




Loading the data into the data warehouse



ETL Challenges include:

Complexity

Scalability

Data Consistency




Performance (Parallelisms)

There are 3 main types of parallelisms as implemented in ETL applications:

Data

Pipeline

Component



Data warehouse is a computer database that col lects, integrates and stores an organization's data withthe aim of producing accurate and timely management information and supporting data analysis.






Components of a Data Warehouse include:

Data Sources

Data Transformation

D t W h




Data Warehouse



Components of a Data Warehouse include (cont .):

Reporting - Examples of types of reporting tools include:

• Business intelligence tools

• Executive information systems

• OLAP Tools

• Data Mining




Metadata

Operations



Advantages of using data warehouse include:

Enhances end-user access to a wide variety of data

Increases data consistency

Increases productivity and decreases computing costs




Ability to combine data from different sources into one place

Provides an infrastructure that could support changes to data and replication of the changed data backinto the operational systems



Different methods of storing data in a data warehouse are:

Dimensional Approach

Normalization






Relational database is a database structured in accordance with the relational model.

Relational model for database management is a data model based on predicate logic and set theory.






Normalization is a process that eliminates redundancy, organizes data efficiently, reduces the potential

for anomalies during data operations and improves data consistency.

Normal forms (abbrev. NF) is the formal classifications used for quantifying " how normalized" arelational database is are called

Normal forms are:




First normal form (1NF)

Second normal form (2NF)

Third normal form (3NF)

Fourth, fifth, and sixth normal forms (4NF, 5NF, 6NF)



Denormalization is the process of attempting to optimize the performance

of a database by adding redundant data

Goals of Denormalization are:

eliminate certain kinds of redundancy

avoid certain update anomalies

create a good representation of the real world




g p

simplify enforcement of DB integrity












(Slide 18) - Report ing Management

Possible Infra. Service Interconnections with Reporting Management include:



Event Management







Availabi li ty Management

Inventory

Network & Securi ty Management



Request Management



Possible Relationship Service Interconnections with Report ing

Management include:

SLA Management





g g

Asset Management


Problem Management

Change Management



Report ing Management tool sampling includes:

Crystal Reports

i-net Crystal-Clear

SQL Server Reporting Services by Microsoft

Windward Reports

IBM’s Tivoli Data Warehouse




IBM s Tivoli Data Warehouse

IBM’s GSM/RT (Also the TPC and ITM Suites)

ActiveReports by Data Dynamics

List & Label by Combit

Sharp-Shooter

XtraReports Suite by Developer Express Inc.

MinVu Mine Production Report ing by MinVu Pty. Ltd.

Interactive Reporting by Hyperion Solutions

Actuate


Business Process

Management Fundamentals




IBM Confidential


(Slide 1) – Business Systems Management Fundamentals

Business Process Management (or BPM) refers to activit ies performed by businesses to optimize and

adapt their processes.

Business Systems Management (BSM) offers complete business analyses and business impact

correlation by mapping IT monitored elements and system management processes directly to cri tical

business funct ions and processes that cover end to end in tower and cross tower platforms




business funct ions and processes that cover end to end, in-tower and cross-tower platforms.



A scientif ic analysis of business systems and their supporting technologies

Monitoring, managing, and reporting on IT elements and external services relativeto business systems

Rendering views indicating the operational condit ion of business systems

Business system definition: collection of entities of concern to the user viewing




Business system definition: collection of entities of concern to the user viewingthe system

Business system examples:

Service: Storage, Messaging, Help Desk

Competency: Network, Server, Application

Application: Lotus Notes, PeopleSoft

Business process: Imaging, Credit Delivery, Net Asset Value



Methodology phases and steps

Discovery

Business process and technology decomposition

IT element and event inventory (including impact values) and mapping

Monitoring system and monitor gap analysis Design

New monitoring system, new monitor inventory, and event correlation




Management system interconnections

Business and operational views

Tool selection

Operational procedures

Implementation


Archi tectural Document that includes:

Process Decomposition

Technical Decomposition

Event Inventory

Monitor Gap Analysis





Operational Procedures

Re-engineering



Business Outcome Management

Business Impact Management






Business Impact Analytics System

SLA Monitoring

SLA Compliance

SLA Alerts/Notific.

SLA Trend Analysis

Accounting &Charge-back ROI Analysis

FinancialImpact Analysis




Business Impact Analytics System

Network Avail/Perf

ProblemManagement

ChangeManagement

Config/AssetManagement

Server Avail/Perf

ApplicationTransaction Perf.

Business ProcessSystems

I/T Data Warehouse

I/T Data Sources

CustomerContract

SLAs

AccountData

Metrics


Technical View Business ViewApplication View

Application

Application





+ Business Processes

(e.g. Financial Risk Mgmt.)

+ Business Subprocesses

Technical Components + Application,

+ Application Components

Elements:



Business

Process

Steps

Business Process

Human Resources Hiring

Post openings Receive applications Disposition noticeInterview




Network DatabaseIT element

event state Application Server

Business

ProcessSub-Steps

Internet connection Notify resource manager Confirm to applicant


ReceiveLoan

Application

Process step 1.1 1.2 1.3

PerformPost Approval

UnderwriteLoan

Application





1.1.1 1.1.61.1.3 1.1.41.1.2 1.1.5

Input

LoanProcessing

ExecuteCustomer

Search

Pull

Credit

Reports

Update

Loan

Processing

Perform

Tax

Evaluation

Update

Loan

Processing



Process to technology mapping

Problem, Change and Asset Management Business Process

SearchNow

Knowledge

Asset

Reconciliation

HelpNow

User

Self Help

Install, Move, Add, Change

ManageNow

Problem and

Change




Search

ApplicationMainframe

Server

e-ESM

Server

TCP/IP

Network

DB2

Databasee-ESM

App.

Search

Server

I/T Elements


CorrelationTool

BSMTool

Notification

Tool

Problem

Change

ToolReporting

Tool

Gateway





DistributedMonitoring

MainframeMgmt

Managed

Element

TransactionMonitoring

Event Management Infrastructure

Managed

Element

Managed

ElementCombined

Elements

Event

MgmtTool



Provide thorough business understanding

Suggest business process and IT architecture re-engineering opportunities

Document IT elements crit ical to business funct ion

Focus systems management on business critical IT elements

R b d b i i t




Recovery based on business impact

Visual status of business impact for operators, administrators, and executives

Improve business process functionality

Identify risks and dependencies for IT element change management

Report IT elements affecting business processes and systems






IBM Confidential


(Slide 1) – Business Process Management Support ing Infrastructure

GTMPUMP

Object Pump

GTMDSCP

Data Space

GTMSRVR

Object Server

OS/390

TCP/IPLu 6.2

TBSM Client Webbrowser




SNA Server ApplicationServer

Database Server

Event EnablementT/EC

TCP/IP

Replication

pesm7i.iab.eur.deuba.com

HistoryServer

Event Server

pesm7i.iab.eur.deuba.com

PropagationServer

MS SNA Services MS SQL Database MS SQL DatabaseConsole ServerMVS Listener Propagation AgentNotification ServicesMVS Event Handler QueueSender Services Reporting

















(Slide 5) – Business Process Management Supporting Infrastructure




Distributed Computing & Service Management(Slide 6) – Business Process Management

Possible Infrastructure Service Interconnections with Business ProcessManagement include:



Event Management

Network Management

Security Management

Inventory

Resource Management (w/ Utili ty Computing)







Distributed Computing & Service Management(Slide 7) – Business Process Management

Possible Relationship Service Interconnections with Business Process

Management include:


Request Management


Asset Management




Asset Management


Problem Management

SLA Management

Change Management


(Slide 8) – Business Process Management

Business Process Management tool sampling

IBM’s TBSM

BMC Patrol and Perform & Predict

Microsoft’s MOF

Managed Objects

Netcool




Proxima

Mercury

Hyperion’s System 9

ERCA’s IBMS


Thank You!




IBM Confidential

ITSM - IBM China Research Lab

Documents