【正文】 vice Level Management .................................................................................31 Financial Management ........................................................................................31 Workforce Management......................................................................................32 Availability Management.....................................................................................32 Capacity Management ........................................................................................32 1 Executive Summary In today’s highly petitive and serviceoriented business environment, panies are judged on their ability to continue to operate and provide a service at all times. This availability is acplished through a balance of such riskreduction measures as resilient systems and recovery options including backup facilities. Successful implementation of contingency management can be achieved only with visible senior management mitment and the support of all members in the anization. Ongoing maintenance of the recovery capability is instrumental if the solution is to remain effective. This is achieved through: ? A rigorous configuration, change management, metrics monitoring, availability management, capacity management, and review process. ? Education, documentation, and awareness for the whole anization and its customers. ? Specific, ongoing training for personnel involved in the process. ? Regular testing and analysis of contingency and disaster recovery plans. ? Vigilance to change and the introduction of new risk. Many administrators believe if their data centers are not in a flood or earthquake zone, the need for a catastrophe solution is small. In reality, this is not the case. A natural catastrophe can occur in a notsonatural way. For example, power grids routinely experience random brownouts and blackouts. The loss of power for a corporate enterprise site can mean a great number of lost productivity hours and revenue. Service continuity depends on a successfully thoughtout contingency plan that is tested and evaluated on a periodic basis. A contingency plan, no matter how well thoughtout and tested, does not guarantee service continuity. It is important to incorporate a structured daily approach to maintaining a corporate enterprise infrastructure and to ensure that proper procedures and policies are put in place and followed. Once these procedures and policies are put in place, vigilance to change and periodic reevaluation of the proposed contingency plan is essential to maintaining the validity of the plan. 2 Introduction This guide provides detailed information about the IT Service Continuity Management service management function (SMF) for anizations that have deployed, or are considering deploying, Microsoft174。 people see the Web pages, but most are not aware of the services required to deliver them. Middleware Middleware can be defined as “the part of the application that the users do not see.” Middleware includes databases, Web services, and messaging systems. Given this broad definition, the question of what constitutes middleware varies greatly from application to application. In every case, however, a plete map of the middleware should be made so that targets for its availability and capacity can be accurately created. Operating System The operating system is the software that controls the allocation and usage of hardware resources such as memory, CPU, disk space, and peripheral devices. Because of this relationship between software and hardware, correct operating system performance is critical to correct application performance. The user may not be aware of the operating system or what it does, but the user is aware when critical services are not available due to poorly written device drivers and other operating system problems. Hardware Hardware, as used here, represents a wide range of ponent types. While this is not a prehensive list, it certainly contains puters and storage devices. Within each of these there can be memory, fans, power supplies, and many other device types. Regardless of how it is defined, extra hardware and spare parts need to be allocated to a data center in order to replace pieces that might fail. Local Area Network The work inside a building provides a munications backbone upon which puter systems are able to municate. For a more detailed explanation of working ponents, see the Network Administration Service Management Function guide. Examples of work ponents are discussed subsequently. Passive Components Passive ponents, such as wires and wall jacks are key to any work. These ponents must be accounted for in availability calculations, since they may occasionally break and therefore need replacing. With the increasing use of wireless working technologies, however, the use of copper cables is being less mon. Service Management Function 13 Hubs, Switches, and Routers Hubs, switches, and routers are critical to any work infrastructure. They control and route data on the work. Each must remain available and must provide sufficient capacity to meet the needs of the layers higher in the stack. Network Interface Cards Computer systems connect to the work backbone with work interface cards. These ponents are relatively inexpensive, so it is not unmon, for example, to place more than one card into each puter to provide redundancy in the event of one failing. It is also mon to direct all external Web traffic to one card and reserve the other for internal management data. Facilities Facilities consist of the building that houses the data center and any associated ponents. Examples of facilities ponents are described in the sections that follow. Edifice The physical building is obviously very important as it provides a sh