從管理和運營的角度看IT1.ppt

,從管理和運營的角度看IT 1. MOF簡介,從管理和運營的角度看IT系列講座介紹,1. MOF簡介 2. MOF理論基礎(chǔ)-上 3. MOF理論基礎(chǔ)-下 4. MOF 過程模型 5. MOF團隊模型 6. MOF 風險管理原則,今日議程,IT和IT運營所面臨的挑戰(zhàn) MOF簡介,本講座中”IT”的定義： 僅限于企業(yè)內(nèi)部信息系統(tǒng),思考,Business vs. IT ？ 什么是運營(Operations) ？ IT所面臨的挑戰(zhàn)是什么？ 業(yè)務(wù)需求的變革與IT發(fā)展的關(guān)系？ 如何為mission-critical的應用提供可靠的IT服務(wù)？,游戲規(guī)則正在改變,Business 所面臨的挑戰(zhàn) 更加錯綜復雜的外界環(huán)境 更少的可預見性 競爭加劇 更多知識型和高要求的客戶 全球化 Business必需作出的應對 更快的反應 更強的適應性 多快好省 (More productivity / lower costs) 更好的風險管理,IT is enabling both the challenges and the responses.,IT: 雙刃劍,信息技術(shù)的迅猛發(fā)展制造了如下的”麻煩” 更加錯綜復雜的外界環(huán)境 更少的可預見性 更多知識型和高要求的客戶 解鈴還須系鈴人 IT也為這些麻煩提供了相應的解決之道,Challenge and Respond,IT所面臨的挑戰(zhàn) 更高的用戶期望值 高度的復雜性和需要不斷整合的平臺 有限的時間 IT運營必須作出的應對 目標 提高質(zhì)量 降低成本 有彈性 (agility, 敏捷) 行動 實現(xiàn)結(jié)構(gòu)化的流程 簡單易行的制度 提高自動化程度 建立有效的用戶支持團隊,業(yè)務(wù)部門需要IT提供什么：好的服務(wù),好的服務(wù)是： 有吸引力的 A service that I want to use 可信賴的(reliability ) A service thats available when I want it 有效率的(efficiency) A service that cost less to deliver than its value to the business IT operations is primarily responsible for the last two reliability and efficiency.,IT服務(wù)的兩大基石,IT服務(wù)通過IT運營(Operation)來提供,IT運營是與客戶密切接觸的最前線 IT運營負責那些提供IT服務(wù)的基礎(chǔ)設(shè)施(網(wǎng)絡(luò)架構(gòu)、服務(wù)器平臺) 例如: 郵件系統(tǒng), 電子商務(wù), 網(wǎng)上銀行, 手機通訊 , and the job of operations is now more important, visible, and difficult ,運營管理的重要性,MOF簡介,MOF的構(gòu)成 MOF的使命(vision)和目標(goals) MOF和ITIL的關(guān)系 MOF所包含的三個過程,MOF的理論來源和基礎(chǔ),Sources of Operations Expertise,ITIL body of industry best practice in service delivery and IT operations Customers currently achieving operational excellence Partners with long experience of mission-critical computing Microsofts own IT group who run both internal systems and a large collection of Internet services Microsoft product groups who understands our technology better? Microsoft field consultants and support engineers working with customers to help them succeed,MOF的使命,Create comprehensive operations guidance to help customers achieve mission-critical production system reliability, availability, and manageability on the Microsoft platform,MOF的目標,Address process, organization, and technical operations on the Microsoft platform Reduce the time and complexity involved in IT operations Extend the reach and accessibility of operations knowledge of Microsoft products,MOF的可交付成果,白皮書 content/documents that are product independent 操作指導 content/documents that are product specific 服務(wù) to help customers implement specific tangible improvements in IT operations 教程 to train people to keep improving,設(shè)計MOF時所遵循的原則,Is based on ideas that are proven in action, using industry best practices Provides extensible foundation for operations knowledge (allows for new applications, products, and technologies) Applies across geographies, industries, and cultures Addresses people, process, and technology Is part of an overall approach to the entire IT life cycle,IT Infrastructure Library (ITIL),由英國政府機構(gòu)支持建立的ITIL Was the Central Computer & Telecommunications Agency (CCTA) Now part of the Office of Government Commerce (OGC) 起步于九十年代早期 ITIL 有行業(yè)中的最佳實踐構(gòu)成 ITIL is the best practice foundation in MOF 有業(yè)界專家在OGC的主持和管理下創(chuàng)立 IT服務(wù)管理論壇 (ITSMF) 采納ITIL的組織需自定義和進行改編 MOF prime example, not 100% ITIL by design 適用于各類規(guī)模的組織 獨立與技術(shù)和平臺 以流程為導向的 IT服務(wù)管理 IT服務(wù)的質(zhì)量,MOF and ITIL,IT Infrastructure Library (ITIL) IT service management best practice Technology independent Designed to be adapted & enhanced Not a replacement for ITIL,IT Infrastructure Library,Guidelines for Microsoft products & technologies,Management Operations Framework (MOF),ITIL的IT服務(wù)管理流程,服務(wù)支持(Service Support) Concentrates on the day to day operation and support of IT services. How a customer can obtain access to the appropriate services to assist, enhance and improve their business. 服務(wù)提供(Service Delivery) Concentrates on the long term planning and improvement of IT service provision, Also on improving efficiency and the achievement of business goals.,MOF的三個模型,MOF模型,計劃,MOF過程模型,4個階段組成的生命周期 由審核驅(qū)動的 內(nèi)含的風險管理 預防由于錯誤而對業(yè)務(wù)造成的影響,MOF過程模型 變更象限,Service Management Functions Change management Configuration management Release management,Introduce new services, technologies, systems, applications, hardware, & processes,MOF過程模型 運營象限,Service Management Functions Directory services administration Job scheduling Network administration Print / output management Security administration Service monitoring and control Storage management System administration,Execute daily tasks effectively & efficiently,MOF過程模型 支持象限,Service Management Functions Incident management Problem management Service desk,Quickly resolve incidents, problems, & inquiries,MOF過程模型 優(yōu)化象限,Service Management Functions Service level management Availability management Capacity management Financial management Service continuity management Workforce management,Drive changes to optimize IT service delivery cost, performance, capacity, & availability,團隊模型,組建結(jié)構(gòu)化團隊 定義各種角色的活動和技能 高效、高質(zhì)量的團隊,團隊模型 發(fā)布小組(角色),Change management Release / systems engineering Configuration control / asset management Software distribution / licensing Quality assurance,識別、跟蹤和管理IT變更過程中涉及到的資源、文檔和流程,團隊模型 架構(gòu)小組(角色),Enterprise architecture Infrastructure engineering Capacity Management Cost / IT budget management Resource & long range planning,Infrastructure,負責定義IT基礎(chǔ)架構(gòu)的設(shè)計、評估、維護和管理,團隊模型 支持小組(角色),Service desk / help desk Production / product support Problem management Service level management,對內(nèi)部和外部的客戶提供支持,團隊模型 操作小組(角色),Messaging operations Database operations Network administration Monitoring / metrics Availability management,確保日常操作被可靠的執(zhí)行,團隊模型 合作伙伴小組(角色),Maintenance vendors Environment support Managed services, outsourcers, trading partners Software / hardware suppliers,維持與合作伙伴的關(guān)系，取得雙贏和互惠,團隊模型 安全小組(角色),Intellectual property protection Network & system security Intrusion detection Virus protection Audit & compliance administration Contingency planning,確保數(shù)據(jù)的安全性、一致性和可獲得性,The ongoing deliverable of this process is a living risk assessment document and plan for every process,風險管理的5個步驟,參考,MOF Self-assessment at /technet/ itsolutions/mof/moftool/default.asp ht