2023學(xué)年完整公開(kāi)課版ITSM,ITIL及Oracle解決方案

陸申榮OFMCoE,OracleITSM,

ITIL及Oracle解決方案

提綱ITSM,ITIL簡(jiǎn)介組織和人員業(yè)務(wù)價(jià)值流程2Oracle解決方案工具和技術(shù)IT服務(wù)管理-使IT和業(yè)務(wù)保持一致

服務(wù)和服務(wù)管理3服務(wù)

ITILV3定義-服務(wù)是在客戶不承擔(dān)特別的成本和風(fēng)險(xiǎn)的情況下，便捷地提供給客戶想達(dá)到的結(jié)果，從而帶來(lái)客戶價(jià)值的方法。

TMFSID定義–面向客戶的服務(wù)指能被客戶感受的服務(wù)特征和行為的抽象；面向資源的服務(wù)指不能被客戶直接感受的服務(wù)。

業(yè)務(wù)服務(wù)

–直接支持業(yè)務(wù)流程的服務(wù)

IT服務(wù)

–沒(méi)有在業(yè)務(wù)場(chǎng)景中體現(xiàn)的服務(wù)服務(wù)管理

IT服務(wù)管理–ITILV2中，IT作為服務(wù)提供者提供給服務(wù)給業(yè)務(wù)部門，包括一些列的功能和流程。

服務(wù)管理–ITILV3中，IT即業(yè)務(wù)。IT和業(yè)務(wù)通過(guò)一些列的功能和流程結(jié)合在一起。問(wèn)題 技術(shù)為中心方案服務(wù)為中心伙伴業(yè)務(wù)為中心IT作為成本中心IT作為服務(wù)中心IT作為業(yè)務(wù)創(chuàng)新中心IT服務(wù)管理

ITIL4ITIL最佳實(shí)踐

ITInfrastructureLibrary1986年提出由CCTA(目前是OGC）開(kāi)發(fā)維護(hù)由超過(guò)100，000大型企業(yè)使用用戶論壇：itSMFITIL認(rèn)證（Foundation/Practitioner/Manager）IT服務(wù)管理的演變5服務(wù)管理的要素6人員角色,職責(zé),人員績(jī)效管理技能開(kāi)發(fā),培訓(xùn),工作描述流程設(shè)計(jì),成熟度過(guò)程,工作指令,輸入輸出,性能指標(biāo),持續(xù)改進(jìn)技術(shù)工具架構(gòu),技術(shù)優(yōu)先級(jí),工具評(píng)估選擇,開(kāi)發(fā)測(cè)試環(huán)境,部署策略,基礎(chǔ)設(shè)施業(yè)務(wù)價(jià)值業(yè)務(wù)價(jià)值

業(yè)務(wù)價(jià)值如何體現(xiàn)7數(shù)據(jù)中心效益成本，有效性，生產(chǎn)率的改善IT服務(wù)質(zhì)量可用性，響應(yīng)時(shí)間，交易性能業(yè)務(wù)敏捷性IT響應(yīng)業(yè)務(wù)變化的效率和速度客戶滿意度提升客戶滿意度業(yè)務(wù)貢獻(xiàn)度收入，利潤(rùn)，市場(chǎng)響應(yīng)速度業(yè)務(wù)價(jià)值業(yè)務(wù)價(jià)值

OracleITSM方案幫助客戶最大化業(yè)務(wù)價(jià)值8示例業(yè)務(wù)價(jià)值

云服務(wù)的業(yè)務(wù)價(jià)值(成本,收益)9業(yè)務(wù)價(jià)值

PaaS的業(yè)務(wù)價(jià)值10將PaaS服務(wù)映射到ITIL框架以及戰(zhàn)略路線圖PaaS收益(映射到ITIL)和戰(zhàn)略路線圖保持一致服務(wù)設(shè)計(jì)服務(wù)實(shí)現(xiàn)服務(wù)保障MiddlewareasaServiceSelf-serviceon-demandaccesstostandardisedMiddlewareplatformwithintegratedchargebackandpolicyforworkloadplacementCommoncodedeploymentexperience(&portability)betweendev/testandproductionenvironmentsStandardisedsoftwareupdates/patchingExtremeperformanceDatacentrespacesavingsPowerefficiencySustainabilityPaaSVision:technologyservicesconsumedfromservicecatalogueswithautomatedprovisioningprocesses舉例:流程從ITILv2到ITILv311ITILV2ITILV3流程ITILv2,ITILv3,ISO20000流程區(qū)別12ISO20000流程ITILV2流程ITILV3流程V3階段事故管理事故管理事件，事故，請(qǐng)求管理運(yùn)營(yíng)問(wèn)題管理問(wèn)題管理問(wèn)題管理運(yùn)營(yíng)變更管理變更管理變更管理轉(zhuǎn)換配置管理配置管理配置管理轉(zhuǎn)換發(fā)布管理發(fā)布管理發(fā)布管理轉(zhuǎn)換服務(wù)級(jí)別/可用性/連續(xù)性服務(wù)級(jí)別/可用性/連續(xù)性服務(wù)級(jí)別/可用性/連續(xù)性設(shè)計(jì)IT服務(wù)預(yù)算和會(huì)計(jì)財(cái)務(wù)管理IT服務(wù)財(cái)務(wù)管理戰(zhàn)略能力管理能力管理能力管理戰(zhàn)略服務(wù)報(bào)告無(wú)服務(wù)報(bào)告持續(xù)改進(jìn)信息安全管理安全管理信息安全管理設(shè)計(jì)業(yè)務(wù)關(guān)系管理業(yè)務(wù)管理/用戶聯(lián)絡(luò)業(yè)務(wù)關(guān)系管理戰(zhàn)略供應(yīng)商管理業(yè)務(wù)管理供應(yīng)商管理設(shè)計(jì)無(wú)無(wú)知識(shí)管理轉(zhuǎn)換無(wú)無(wú)服務(wù)目錄設(shè)計(jì)流程按照服務(wù)組織，而不是流程13流程關(guān)鍵的服務(wù)管理框架

14流程OracleIT實(shí)現(xiàn)的服務(wù)流程路線圖15示例SUPPORTING

70+

FormalizedServiceOfferings25Processes|

3OverlappingPhases|

10-MonthImplementation流程OracleIT實(shí)現(xiàn)的服務(wù)集成流程16closerlook示例人員新的角色和技能

17ITILV3人員組織成熟度模型

18示例人員組織成熟度模型(續(xù))

19示例人員云服務(wù)不同的角色20CloudAuditor:Apartythatcanconductindependentassessmentofcloudservices,informationsystemoperations,performanceandsecurityofthecloudimplementationCloudCarrier:TheintermediarythatprovidesconnectivityandtransportofcloudservicesbetweenCloudProvidersandCloudConsumersCloudProviderBCloudProviderA:Person,organizationorentityresponsibleformakingaserviceavailabletoserviceconsumersCloudConsumer:Personororganizationthatmaintainsabusinessrelationshipwith,andusesservicefrom,CloudServiceProvidersCloudBroker:Anentitythatmanagestheuse,performanceanddeliveryofcloudservices,andnegotiatesrelationshipsbetweenCloudProvidersandCloudConsumers人員Exalogic運(yùn)營(yíng)的角色和職責(zé)21SystemAdmin/MachineAdminExalogicMachineManagementExalogic–IBNetwork/Compute/StorageOperatingSystemsLifecycleManagementVirtualHardwareHypervisorGuestOS技術(shù)OracleITSM套件

22OracleITServiceManagementSuite

MiddlewareApplicationsDatabaseOracleBusinessIntelligence

OracleEnterpriseManagerIncidentMonitoring&AlertingProblemDiagnosticsChangeimpactanalysisReleaseManagementServiceLevelMonitoringConfigurationManagementReporting,Dashboards&Analytics

技術(shù)OracleITSM套件支持的流程

23Change

ManagementConfigurationManagementEMCMDBReleaseManagementServiceLevel

ManagementIncidentManagementProblemManagement技術(shù)ITIL和Oracle產(chǎn)品映射24技術(shù)

25技術(shù)集中管控下,實(shí)現(xiàn)管理”集中化”,監(jiān)控”可視化”和”自動(dòng)化”26簡(jiǎn)單化標(biāo)準(zhǔn)化集中化自動(dòng)化界面友好可視化標(biāo)準(zhǔn)開(kāi)放的技術(shù)便于集成單一管理工具統(tǒng)一管理業(yè)務(wù)，服務(wù)，資源運(yùn)營(yíng)流程自動(dòng)化監(jiān)控自動(dòng)化流程，業(yè)務(wù)，資源調(diào)度自動(dòng)化示例責(zé)權(quán)分工KPI運(yùn)維模式標(biāo)準(zhǔn)策略遠(yuǎn)景和戰(zhàn)略監(jiān)控系統(tǒng)調(diào)度系統(tǒng)服務(wù)請(qǐng)求….資源調(diào)配自動(dòng)部署自動(dòng)控制事件管理業(yè)務(wù)監(jiān)控服務(wù)監(jiān)控資源監(jiān)控…流程…管理...管理流程…管理流程自動(dòng)計(jì)費(fèi)…流程SLA管理流程變更管理流程IT服務(wù)管理流程技術(shù)云服務(wù)全生命周期支持27虛擬化所有層所有級(jí)別的整合簡(jiǎn)化標(biāo)準(zhǔn)化集中化自動(dòng)化集中部署集中監(jiān)控集中維護(hù)集中治理集中人員應(yīng)用到磁盤管理的自動(dòng)化IT流程自動(dòng)化業(yè)務(wù)服務(wù)管理自動(dòng)化高度可視性簡(jiǎn)化管理自助服務(wù)標(biāo)準(zhǔn)管理工具標(biāo)準(zhǔn)管理流程云服務(wù)服務(wù)化云服務(wù)生命全周期的支持技術(shù)云服務(wù)全生命周期支持28CloudControlIaaSPaaSSaaSTechnology

PlanSetupBuildTestDeployMonitorManageMeter&

ChargeOptimize5EssentialCharacteristicsOn-demandself-serviceResourcepoolingRapidelasticityMeasuredserviceBroadnetworkaccessSelf-ServiceConsolidationPlannerElasticWorkloadManagementMeteringandChargebackPortalUserInterfaceOracle解決方案數(shù)據(jù)中心運(yùn)營(yíng)能力框架–Level229Oracle解決方案數(shù)據(jù)中心運(yùn)營(yíng)能力框架–Level3(1)30OPERATIONPLANNINGOPERATIONDESIGNOPERATIONSServicesPlanningSLAManagementServiceDeskConfigurationandChangeManagementPerformanceManagementArchitecturalPlanningReleaseManagementUtilizationManagementSecurityManagementProvisioningandPatchManagementInformationLifecycleManagementVirtualMachineServerStorageNetwork&FacilitiesSERVICESPLANNINGServicesIdentificationUserExperienceFinancialTargetsARCHITECTURALPLANNINGPlatformArchitectureAvailabilityArchitecturePerformanceArchitectureOracle解決方案數(shù)據(jù)中心運(yùn)營(yíng)能力框架–Level331CONFIGURATIONMANAGEMENTConfigurationPlanningConfigurationExecutionChangeManagementTracking/ReportingRELEASEMANAGEMENTPlanningCoordinationVerificationSLAMANAGEMENTDesignPortfolioImplementSLASLATrendAnalysisOPERATIONPLANNINGOPERATIONDESIGNOPERATIONSServicesPlanningSLAManagementServiceDeskConfigurationandChangeManagementPerformanceManagementArchitecturalPlanningReleaseManagementUtilizationManagementSecurityManagementProvisioningandPatchManagementInformationLifecycleManagementVirtualMachineServerStorageNetwork&FacilitiesOracle解決方案數(shù)據(jù)中心運(yùn)營(yíng)能力框架–Level332SECURITYMANAGEMENTPoliciesAuditingandReportingAccessandIdentityManagementINFORMATIONLIFECYCLEMANAGEMENTPlanningDisasterRecoveryArchivingOPERATIONPLANNINGOPERATIONDESIGNOPERATIONSServicesPlanningSLAManagementServiceDeskConfigurationandChangeManagementPerformanceManagementArchitecturalPlanningReleaseManagementUtilizationManagementSecurityManagementProvisioningandPatchManagementInformationLifecycleManagementVirtualMachineServerStorageNetwork&FacilitiesOracle解決方案數(shù)據(jù)中心運(yùn)營(yíng)能力框架–Level333ServiceDeskIncidentManagementKnowledgeManagementSLAReportingPERFORMANCEMANAGEMENTBaselineMeasureAnalyzeResolveOPERATIONPLANNINGOPERATIONDESIGNOPERATIONSServicesPlanningSLAManagementServiceDeskConfigurationandChangeManagementPerformanceManagementArchitecturalPlanningReleaseManagementUtilizationManagementSecurityManagementProvisioningandPatchManagementInformationLifecycleManagementVirtualMachineServerStorageNetwork&FacilitiesOracle解決方案數(shù)據(jù)中心運(yùn)營(yíng)能力框架–Level334OPERATIONPLANNINGOPERATIONDESIGNOPERATIONSServicesPlanningSLAManagementServiceDeskConfigurationandChangeManagementPerformanceManagementArchitecturalPlanningReleaseManagementUtilizationManagementSecurityManagementProvisioningandPatchManagementInformationLifecycleManagementVirtualMachineServerStorageNetwork&FacilitiesUTILIZATIONMANAGEMENTBaselineVirtualization/ClusteringCompressionPROVISIONINGANDPATCHMANAGEMENTPolicyComplianceInitiateResourcePatchUpdatesOracle解決方案InsightITSM咨詢解決方案35示例Oracle解決方案問(wèn)題發(fā)現(xiàn)–運(yùn)維問(wèn)題36示例部署人員