Presentation is loading. Please wait.

Presentation is loading. Please wait.

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.

Similar presentations


Presentation on theme: "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."— Presentation transcript:

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

2 IT Mnagement (6) LS 2013/ Content  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.

3 IT Mnagement (6) LS 2013/ Service 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,

4 IT Mnagement (6) LS 2013/ Service 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.

5 IT Mnagement (6) LS 2013/ Service 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 Management Early Life Support Plan & prepare release Build & test Service testing & pilots Plan & prepare for deployment Transfer, deploy, retire Review & close service transition Eval RFC BL RFC BL RFC BL RFC BL Points to capture Baselines Requests for Change Points to evaluate the Service Design

6 IT Mnagement (6) LS 2013/ Service 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.

7 IT Mnagement (6) LS 2013/ Service 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.

8 IT Mnagement (6) LS 2013/ 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.

9 IT Mnagement (6) LS 2013/ 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.

10 IT Mnagement (6) LS 2013/ Configuration 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.

11 IT Mnagement (6) LS 2013/ Configuration 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

12 IT Mnagement (6) LS 2013/ CMDB: 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

13 IT Mnagement (6) LS 2013/ CMDB: 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 .

14 IT Mnagement (6) LS 2013/ Configuration 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.

15 IT Mnagement (6) LS 2013/ Configuration System Management - Example

16 IT Mnagement (6) LS 2013/ 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.

17 IT Mnagement (6) LS 2013/ Change 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).

18 IT Mnagement (6) LS 2013/ Change 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,...

19 IT Mnagement (6) LS 2013/ Requests 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).

20 IT Mnagement (6) LS 2013/ Change Management Workflow

21 IT Mnagement (6) LS 2013/ Release and Deployment Management Release 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.

22 IT Mnagement (6) LS 2013/ Release 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):

23 IT Mnagement (6) LS 2013/ 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:

24 IT Mnagement (6) LS 2013/ 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.

25 IT Mnagement (6) LS 2013/ 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.

26 IT Mnagement (6) LS 2013/ Questions?


Download ppt "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."

Similar presentations


Ads by Google