1. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Foundations of IT services

2. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Authors acknowledgement and modification, terms of use and copyright and trademark information Initial compilation and authoring: David Graves and Paul Kontogiorgis Initial compilation and author date: 08/21/06. Additional modifications and dates are included in the lecture notes. By using these materials you agree to the IBM Terms of Use: http://www.ibm.com/legal/us/.IBM Terms of Use The IBM copyright and trademark information webpage is incorporated herein by reference: http://www.ibm.com/legal/copytrade.shtml.IBM copyright and trademark information

3. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 1 (Slide 2-1) - Course Overview Session 1 - Course Logistics - Course Overview - Questionnaire Session 2 - Computing Infrastructure Overview Computing Platforms and OS Session 3 - Computing Infrastructure Overview – Networks Session 4 - Computing Infrastructure Overview – Storage Session 5 - Computing Infrastructure Overview - Applications (DB, Middleware, CRM, IT Management, etc) Session 6 - Introduction to IT Services - ESM Introduction (IT Service Management) Session 7 - ESM Introduction (IT Infrastructure Management) Session 8 – Exam Session 9 - Event & Fault Management (Introduction of terms and concepts) Session 10 - Event Management Cont. (Implementation and Configuration of Event Mgmt Service) Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved

4. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 1 (Slide 2-2) - Course Overview Session 11 - Event Management Cont. (Event Processing - Operations Management (Notification, Escalation, etc)) Session 12 - Event Management Cont. (Service Interconnections and Tools Sampling) Session 13 - Problem Management Session 14 - Change Management Session 15 - Exam Session 16 - Configuration Management Session 17 - Asset Management (Inventory) Session 18 - Asset Management (Software Distribution) Session 19 - Performance and Capacity Management Session 20 - Midterm Exam Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved

5. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 1 (Slide 2-3) - Course Overview Session 21- Case Study Overview and Assignments Session 22 - Security Management Session 23 - Network Management Session 24 - Case Study Workshop (Tools Survey/Research) Session 25 - Storage Management Session 26 - Workload Management Session 27 - Backup and Recovery Management Session 28 - Exam Session 29 - Case Study Workshop (Customer Feedback) Session 30 - End User Services (End User Self- Enablement, Remote Control, Help Desk, Deskside Support, Client Image Services) Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved

6. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 1 (Slide 3) - Questionnaire Understand experience of students with computer systems What computer experience do you have? What computer classes have you taken to date, and when? What do you expect to get out of this class? What do you do at your current position? What are your interests with managing computers? Have you worked in any specialty area (help desk, networking)? How do you interact with computer systems personally? Why are you taking this class (job, personal, etc.)?

7. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 2 (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

8. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 2 (Slide 2) - Computing Infrastructure Overview Computing Platforms and OS PC (Personal Computer) Laptop Server Midrange Mainframe Supercomputers

9. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 2 (Slide 3)- Computing Infrastructure Overview Computing Platforms and OS Operating system (OS) is a type of software which manages the hardware and software resources of a computer. OS tasks include controlling and allocating memory, prioritizing the processing of instructions, controlling 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)

10. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 2 (Slide 4) - Computing Infrastructure Overview Computing Platforms and OS Examples of Operating Systems include: –Microsoft Windows –UNIX –Linux –Macintosh OS –Linux (GNU/Linux)

11. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 3 (Slide 1) - Computing Infrastructure Overview Networks Computer networking is considered a multidisciplinary field combining science and engineering to provide communication between computer systems. Networks involves two or more computers, which can be separated by a few centimeters (for example Bluetooth) or thousands of kilometers through the Internet. Computer networking is also considered a sub-discipline of telecommunications.

12. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 3 (Slide 2) - Computing Infrastructure Overview Networks 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

13. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 3 (Slide 3) - Computing Infrastructure Overview Networks 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 links may be added for two-way communication. Examples of network topologies include ring, mesh, star, fully connected, line, tree and bus.

14. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 3 (Slide 4) - Computing Infrastructure Overview Networks 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

15. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 4 (Slide 1)- Computing Infrastructure Overview Storage The term computer storage broadly refers to integrated circuits, magnetic or optical disks, and/or cartridge tape devices used by computer systems to record and retain digital data for some interval of time. Storage more commonly referred to as mass storage – magnetic disks, removable optical disks, 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

16. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 4 (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

17. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 4 (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

18. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 4 (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

19. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 4 (Slide 3) - Computing Infrastructure Overview Storage cache memory memory bus hard disk CDs DVDs tape libraries

20. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 4 (Slide 4) - Computing Infrastructure Overview Storage 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/output channels. 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 significantly more expensive than other types of storage media Primary storage may be built from dynamic (RAM) or fixed (ROM) memory, or some combination thereof

21. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 4 (Slide 5) - Computing Infrastructure Overview Storage 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

22. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 4 (Slide 6) - Computing Infrastructure Overview Storage 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)

23. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 4 (Slide 7) - Computing Infrastructure Overview Storage Secondary storage, also called external memory, is memory that is not directly 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

24. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 4 (Slide 8) - Computing Infrastructure Overview Storage Secondary Storage – cont. Network storage is any type of computer storage that involves accessing information over a computer network. SAN NAS Examples of Network storage includes: –Network-attached storage is secondary or tertiary storage attached to a computer which another computer can access over a local-area network, a private wide-area network, or in the case of online file storage, 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.

25. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 4 (Slide 9) - Computing Infrastructure Overview Storage Tertiary storage or tertiary memory, is a computer storage system consisting of one or more storage drives and an automatic media library, for example a tape library or optical disc jukebox. Near-line storage is a storage medium that can be recalled without manual intervention, but usually at the 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.

26. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 5 (Slide 1) - Computing Infrastructure Overview Applications (DB, Middleware, CRM, IT Management, etc.) Computer software are the programs and procedures that provide a computer the ability 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

27. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 5 (Slide 2) - Computing Infrastructure Overview Applications (DB, Middleware, CRM, IT Management, etc.) Application software is a subclass of computer software that calls on the computer directly to perform a task Application software 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.

28. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 5 (Slide 3) - Computing Infrastructure Overview Applications (DB, Middleware, CRM, IT Management, etc.) Application software classification includes: Analytical software –Statistical packages Collaborative software –Blogs, Wikis 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,

29. Foundations in IT services I and II © Copyright IBM Corporation 2007. All rights reserved Session 5 (Slide 4) - Computing Infrastructure Overview Applications (DB, Middleware, CRM, IT Management, etc.) Application software classification includes: Middleware software –Message Queue Series, Tuxedo IT Management software –Tivoli, CA Unicenter, HP Openview, etc.