从管理和运营的角度看IT1.ppt

,从管理和运营的角度看IT 1. MOF简介,从管理和运营的角度看IT系列讲座介绍,1. MOF简介 2. MOF理论基础-上 3. MOF理论基础-下 4. MOF 过程模型 5. MOF团队模型 6. MOF 风险管理原则,今日议程,IT和IT运营所面临的挑战 MOF简介,本讲座中”IT”的定义： 仅限于企业内部信息系统,思考,Business vs. IT ？ 什么是运营(Operations) ？ IT所面临的挑战是什么？ 业务需求的变革与IT发展的关系？ 如何为mission-critical的应用提供可靠的IT服务？,游戏规则正在改变,Business 所面临的挑战 更加错综复杂的外界环境 更少的可预见性 竞争加剧 更多知识型和高要求的客户 全球化 Business必需作出的应对 更快的反应 更强的适应性 多快好省 (More productivity / lower costs) 更好的风险管理,IT is enabling both the challenges and the responses.,IT: 双刃剑,信息技术的迅猛发展制造了如下的”麻烦” 更加错综复杂的外界环境 更少的可预见性 更多知识型和高要求的客户 解铃还须系铃人 IT也为这些麻烦提供了相应的解决之道,Challenge and Respond,IT所面临的挑战 更高的用户期望值 高度的复杂性和需要不断整合的平台 有限的时间 IT运营必须作出的应对 目标 提高质量 降低成本 有弹性 (agility, 敏捷) 行动 实现结构化的流程 简单易行的制度 提高自动化程度 建立有效的用户支持团队,业务部门需要IT提供什么：好的服务,好的服务是： 有吸引力的 A service that I want to use 可信赖的(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服务的两大基石,IT服务通过IT运营(Operation)来提供,IT运营是与客户密切接触的最前线 IT运营负责那些提供IT服务的基础设施(网络架构、服务器平台) 例如: 邮件系统, 电子商务, 网上银行, 手机通讯 , and the job of operations is now more important, visible, and difficult ,运营管理的重要性,MOF简介,MOF的构成 MOF的使命(vision)和目标(goals) MOF和ITIL的关系 MOF所包含的三个过程,MOF的理论来源和基础,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的目标,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,白皮书 content/documents that are product independent 操作指导 content/documents that are product specific 服务 to help customers implement specific tangible improvements in IT operations 教程 to train people to keep improving,设计MOF时所遵循的原则,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),由英国政府机构支持建立的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 有行业中的最佳实践构成 ITIL is the best practice foundation in MOF 有业界专家在OGC的主持和管理下创立 IT服务管理论坛 (ITSMF) 采纳ITIL的组织需自定义和进行改编 MOF prime example, not 100% ITIL by design 适用于各类规模的组织 独立与技术和平台 以流程为导向的 IT服务管理 IT服务的质量,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服务管理流程,服务支持(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. 服务提供(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的三个模型,MOF模型,计划,MOF过程模型,4个阶段组成的生命周期 由审核驱动的 内含的风险管理 预防由于错误而对业务造成的影响,MOF过程模型 变更象限,Service Management Functions Change management Configuration management Release management,Introduce new services, technologies, systems, applications, hardware, & processes,MOF过程模型 运营象限,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过程模型 支持象限,Service Management Functions Incident management Problem management Service desk,Quickly resolve incidents, problems, & inquiries,MOF过程模型 优化象限,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,团队模型,组建结构化团队 定义各种角色的活动和技能 高效、高质量的团队,团队模型 发布小组(角色),Change management Release / systems engineering Configuration control / asset management Software distribution / licensing Quality assurance,识别、跟踪和管理IT变更过程中涉及到的资源、文档和流程,团队模型 架构小组(角色),Enterprise architecture Infrastructure engineering Capacity Management Cost / IT budget management Resource & long range planning,Infrastructure,负责定义IT基础架构的设计、评估、维护和管理,团队模型 支持小组(角色),Service desk / help desk Production / product support Problem management Service level management,对内部和外部的客户提供支持,团队模型 操作小组(角色),Messaging operations Database operations Network administration Monitoring / metrics Availability management,确保日常操作被可靠的执行,团队模型 合作伙伴小组(角色),Maintenance vendors Environment support Managed services, outsourcers, trading partners Software / hardware suppliers,维持与合作伙伴的关系，取得双赢和互惠,团队模型 安全小组(角色),Intellectual property protection Network & system security Intrusion detection Virus protection Audit & compliance administration Contingency planning,确保数据的安全性、一致性和可获得性,The ongoing deliverable of this process is a living risk assessment document and plan for every process,风险管理的5个步骤,参考,MOF Self-assessment at /technet/ itsolutions/mof/moftool/default.asp ht