從管理和運(yùn)營(yíng)的角度看it(編輯修改稿)
2025-01-30 18:38 本頁(yè)面
【文章內(nèi)容簡(jiǎn)介】 r ? Application layer Job Scheduling SMF ? Objectives ? Equalize the load on the IT infrastructure by scheduling certain operations to occur throughout the day, week, or year ? Ensure the successful execution of batch operations while minimizing the impact to online users of system resources ? Key concepts ? Batch processing ? Scheduling Network Administration SMF ? Objectives ? Ensure connectivity ? Ensure performance ? Key concepts ? Network hardware configuration (hubs, switches, routers, work interface cards) ? Protocol management (OSI layers 14) ? Security Directory Services Administration SMF ? Objectives ? Provide access to enterprise information ? Maintain consistency among disparate directory types ? Receive real value from enterprise data by making it easier to access and use ? Key concepts ? Directoryenabled applications ? Daily support activities such as monitoring, maintaining, and troubleshooting the enterprise directory ? User, group, and resource creation and management ? Metadirectories Print and Output Management SMF ? Objectives ? Render business information in a nonelectronic form ? Store printed information in a safe place ? Secure confidential business information ? Key concepts ? Printing ? Document distribution ? Document archiving and storage ? Document purging and disposal Storage Management SMF ? Objectives ? Operation and maintenance of disks, tapes, and other storage media ? Backup and restoration of data and file systems ? Key concepts ? Storage resource management ? Backup and restore 操作象限中 SMF的內(nèi)在關(guān)系 Operations Review ? Objective ? Assess and improve effectiveness of daily operational activities based on established metrics and business need ? Timing ? Interval based – regularly scheduled ? Once a month or once a quarter, for example ? Depends entirely on environment – specifically on rate of change of service solution and target environment (people, process, and technology) Operations Review: Inputs and Deliverables ? Inputs ? Existing OLAs ? Metrics reports per OLAs (for example, production) ? Operations guide and service solution specifications ? Deliverables ? Request for change to update OLAs ? Actual versus planned metrics reports with remendations ? Target environment efficiency opportunities and quick fixes ? Modification of procedures, automation, and tools ? Staffing levels and skill requirements ? Technical changes (service packs, hardware, tuning) ? Operations guide updates 支持象限 Supporting Quadrant – Mission of Service ? Mission of service: the timely resolution of incidents, problems, errors, and inquiries within approved requirements contained in service level agreements ? Constituent objectives ? Integrate the processes, tools, and staff required to identify, prioritize, assign, diagnose, track, and resolve: ? Incidents, problems, errors, requests, and inquiries ? Provide clear and concise munication with the customer ? Balance “knowledge scalable” selfhelp with humanassisted help ? Achieve seamless external and internal service desks Service Desk SMF ? Objectives ? Provide call center services ? Manage customer munications and customer relationships ? Key concepts ? Call center ? Help desk ? Customer relationship management (CRM) Incident Management SMF ? Objectives ? Restore normal servic
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