從管理和運營的角度看it4-文庫吧資料
2025-01-16 18:38本頁面
【正文】 ? Mission of service: the effective introduction of approved changes into the IT environment quickly and with minimal disruption of service ? Changes in technologies, systems, applications, hardware, tools, etc. ? Changes in processes and in roles and responsibilities ? Constituent objectives ? Effectively respond to genuine business need and demand ? Maintain managed environments in a known state ? Manage change(s) as a quantifiable and qualitative package ? Smoothly deploy reliable new services Change Management SMF ? Objectives ? Respond to business requirements ? Introduce new and updated products, services, and ponents ? Improve reliability of IT services ? Key concepts ? Request for change (RFC) ? Change advisory board (CAB) ? Standard and urgent (fast track) change processes Configuration Management SMF ? Objectives ? Track ponents of the IT infrastructure ? Maintain configuration information for ITrelated ponents ? Key concepts ? CMDB – the repository for all ponents (services, hardware, software, people, documentation, incidents and problems, service level agreements, etc.) ? Configuration items (CIs), attributes, and relationships ? Configuration management activities – identifying, controlling, tracking, and auditing ? The definitive software library (DSL) – software storage and protection Release Management SMF ? Objectives ? Deploy reliable services smoothly ? Ensure that the environment is secure and in a known state ? Key concepts ? Release plan ? Building, testing, evaluating ? Coordination and munication ? Pilot staging 變更象限中 SMF的內(nèi)在關(guān)系 Release Readiness Review ? Objective ? Go/nogo decision on: ? “Operationalability” of the service solution ? Operations and support staffs’ preparedness ? Completeness of the releasetoproduction plan ? Tested backout plan ? Timing ? Eventbased ? Checkpoint on perrelease basis Release Readiness Review: 輸入和成果 ? Inputs ? Previous lessonslearned documents ? Stakeholder(s)’ prework reports and metrics ? Service solution specification and operations guides ? Deliverables ? Signoff on test summary reports ? Signoff on deployment and installation plan ? Signoff on contingency (roll back) plan ? Signoff on deployment munication plan ? Targetenvironment readiness checklist: ? Assessment of impacts on other systems ? Operations support staff preparedness ? Hardware and software pleteness 操作象限 Operating Quadrant – Mission of Service ? Mission of service: the efficient execution and monitoring of the daily operational tasks and activities required to effectively run an IT service ? Constituent objectives ? Achieve and maintain service levels within stated requirements (SLAs and OLAs) ? Ensure that IT operating standards, processes, and procedures are applied to newly introduced service solutions ? Proactively respond to changing conditions before support incidents occur ? Automate, automate, automate System Administration SMF ? Objectives ? Function as driving SMF for operating quadrant and operating SMFs ? Perform daytoday administrative functions ? User and group account management ? Administration of puting and work resources ? Key concepts ? Centralized administration ? Remote administration ? Delegated administration ? Distributed adminis
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