ITIL培训 00 IT基础架构库

ITIL 培训 焊锡培训资料ppt免费下载焊接培训教程 ppt 下载特设培训下载班长管理培训下载培训时间表下载 00 IT基础架构库 IT Infrastructure Library (ITIL) IT基础架构库 Mission Statement Business IT Strategy Alignment Service Tactics Delivery Planning Operations day-to-dayService Support IT Service Management Overview SPOC Single Point of Contact SLA Service Level Agreement BUSINESS (Customer) SD Service Desk SLM Service Level Mngt IM Incident Mngt AM Availability Mngt CH Change Mngt CM Capacity Mngt User User User REL Release Mngt IT SCM IT Service Continuity Mngt SLA SPOC SD SLM SERVICE SERVICE SUPPORT DELIVERY IM AM CM PROBLEM IT SCM CH REL FINANCE CONFIGURATION Problem & Error Control RRS SD / IM PROBLEM DB USER INCIDENT One or more incidents with unknown cause PM IM PROBLEM INCIDENT DB Find Root cause PM & temp fix workaround OR permanent fix KE DB PM Description & Solution in plain KNOWN English ERROR YES If business PM case to Raise RFC fix? PROBLEM CONTROL PM NO ERROR CONTROL CHANGE MANAGEMENT STOP Training Plan for Service Desk Agent 1. Health & Safety 2. Data Protection 3. Custom Service Skills 4. Business Awareness 5. IT skills in supported applications 6. How to use the Service Desk tools (e.g. Clarify) 7. Service Desk procedures 8. SLAs being supported 9. Baseline fixes (e.g. passwords) 10. Contacts & hand0offs to IT Support Manager & Suppliers 11. Overview of ITIL’s view of IT Support Managers Service Desk Activities , Single Point of Contact , Log all Incidents , Resolve Incidents using KE DB , Escalation , Service Requirements , Reporting Trends , Workarounds , Monitor , Track , Information Requests , Categorisation , Prioritisation , Closure , Refer to Second Line , First Investigation , First Diagnosis , Recovery , Keep User Informed The Service Desk Personality Patience Forthright Communicative Condescending Confidence Aggressive Technical Specialist Enthusiastic Friendly Empathetic Assertive Literate Numerate Honest Classification Categorisation of an Incident E.g. Hardware, Software, Documentation, User Error Prioritisation of that Incident Influenced by EFFECT SPEED What will it be on How quickly is a fix the business and needed? number of users? High Low 1 2 3 High Priority 1 1 2 1 2 1 2 3 3 23 3 1 Low Known Error An error is only a KNOWN ERROR when… Root Cause Temporary Fix Permanent Fix , , OR & , , , , , Problem Activities Reactive Proactive Problem Control Management Information Error Control Major Problem Review Major Incident Support Change Advisory Board (CAB) Members Business and IT Chair Change Manager Service Desk Manager Problem manager IT Application Manager Representatives Operations Manager Security Manager Senior Users Business Finance Representatives Representatives As Appropriate Outputs from CAB Meetings CAB Minutes Forward Schedule of Change (FCS) – Gantt Table (3-6 months out) Projected Service Availability (PSA) – Gantt table (3-6 months out) Category , Affects few Users , Affects single service , Low or no cost MINOR Change Manager , Little implementation resource , Low risk Significant Between MINOR and MAJOR CAB , Affects many Users , Affects several services , Substantial cost MAJOR Executive , Require implementation Management (Board) teams , High risk , Usually a project Configuration Activities 1. Planning 2. Identification of Configuration item (CI) 3. Control 4. Status Accounting 5. Verification & Audit IT Infrastructure Hardware Process & Procedure Software Technical Documentation Documentation Diagrams IT Staff Organisational Charts Configuration Attributes An example could be a PC: Processor Type/Speed Memory , Hardware configuration Disks IP Network MAC Hub Port # , Serial Number / Model Number / Asset Number , Operating System , Location / User , Date of Purchase /Warranty Period , Supplier / Support Contact Details , Type of Support Incident #s , Service History Problem #s RFCs , Audit Trail , Business Unit as Owner , Purchase Price , CI Variant information – e.g. the keyboard is French ABC of Finance Mandatory Optional Cost Types ransfer Main Frame Cost Server Elements ardware Desk Top Network xternal Operating System oftware Applications Utility eople ccommodation Recovery >72 Hours Empty Computer Space Remote Centre (External) / Portable 24-72 Hours Filled Computer Space – No Data Remote Centre (External) / Portable 0-8 Hours Filled Computer Space with Data Remote Centre (External) Methodology for Managing Risk C I NA E T SAN T LA HA K & YG O S E D I M O ELS N O GT Y Demand Examples: Call at Service Desk CPU Utilisation Network Bandwidth Utilisation Connects to Server Threshold Frequency 0700 1000 1300 1700 Time An alert will trigger when the demand is about to exceed the capacity Component Failure Impact Analysis (CFIA) Components (CIs) #1 #2 #3 - n #n TOTAL A 9 ,,, , ,, B 24 , ,,, ,, , C 18 , ,, , , Services XX 21 ,,, , , , XY 11 ,,,, ,, ,, TOTAL 23 8 40 7 1 ,, , , , Each component can be assessed to see how many services depend on it. From here, each component can be weighted to highlight the high impact components. E.g. If #3 breaks down, this will have a high impact on many services Fault Tree Analysis A B G ROUTER SERVER SERVER C D F H E L I ROUTER = Single Point of Failure J K ROUTER M N O P Q SERVER SERVER R The Fault Analysis Tree uses Boolean Logic (AND / OR) whereby the components can or cannot be used depending on the location of the fault. Considerations vailability A Resource Capacity esilience R Management Managed through eliability R OLAs (Operational Level Agreements) aintainability M Managed through UCs erviceability S (Underpinning Contracts) CIA – Confidentiality ecurity S Integrity Availability Calculating Availability Agreed Service Down Time Time % Availability = X 100 % Agreed Service Time Example: AST = 40 Hrs DT = 20Hrs Therefore: 40 2 X 100 % % Availability = 40 38 X 100 % = 40 = 95 % Summary of Responsibilities to Produce and Maintain Design for Availability Manage Availability Component Service Outage Failure Impact Analysis (SOA) Analysis (CFIA) Fault Tree Technical Observation Post Analysis (FTA) (TOP) Note! RISK is found in Change Management, Availability Management and IT Service Continuity Management. Quick Reference Key Words SERVICE DESK , Function not a Process , Central Point of Contact – Increase user perception and satisfaction , Support for business goals , Log ALL Incidents , Provide First Line support , Second Line support – Generalists / Ops Support , Third Line support – Specialists , Produce measurement metrics , Categorise Incidents INCIDENT MANAGEMENT , Incident is an event not part of standard service , Incident causes disruption , Incident causes a reduction in service , An incident has a ‘Life Cycle’ 1. Detection and Recording 2. Classifiaction and Support 3. Investigation and Diagnosis 4. Resolutioon and Recovery 5. Closure Note! The Expanded Incident Life Cycle is part of AVAILABILITY MANAGEMENT and focuses on the Availability of the system MTBSI, MTTR, MTBF. , IMPACT = EFFECT , URGENCY = SPEED , PRIORITY = Based on IMPACT and URGENCY , ESCALATION 1. Functional - Across support teams (Competence) 2. Hierarchical - Up Management line (Authority) PROBLEM MANAGEMENT , Problem is unknown underlying cause of one or more incidents. , Known Error is when the root cause is known and a workaround has been found. , To find the root cause we need to undertake ROOT CAUSE ANALYSIS. , Two main elements of Problem Management 1. Error Control 2. Problem Control , Proactive as well as Reactive – Known Error Database , RFC are required to resolve Known Errors CONFIGURATION MANAGEMENT , All CIs are held in a CMDB this is NOT the DSL , Configuration Items are RECORDS and as such are made up of ATTRIBUTES , There are always 2 Key Attributes 1. Unique Identifier 2. CI Type ID 3. There may be a VARIANT attribute , CMDB is not an ASSET register because CMDB records RELATIONSHIPS between CIs (Parent-Child). , The Base Level is the lowest level, which CIs are UNIQUELY identified. , The Baseline is a SNAPSHOT in time of the CMDB. , Status Accounting is the reporting of all current and historical data of each CI. e.g. Life Cycle of hardware component 1. Ordered 2. Delivered 3. Tested 4. Installed 5. Under Repair 6. Retired CHANGE MANAGEMENT , Requests For Change – details of requested change , Forward Schedule of Changes – details of changes scheduled for implementation , Projected Service Availability – details of changes to agreed SLA’s because of FSC , Change Category 1. MINOR – Change Manager approval 2. SIGNIFICANT – Change Advisory Board approval 3. MAJOR – Board approval 4. URGENT/EMERGENCY – CAB/Emergency Committee (EC) approval , Change Process 1. Register, Accept, Prioritise 2. Category, Authorise 3. Build, Test, Schedule Note! Not necessarily FULL testing 4. Implement, Back out 5. Review, Close RELEASE MANAGEMENT , Overall HOLISTIC view of a change to an IT service (Roll Out) , Definitive Software Library – Library where ALL authorised versions of software are stored and protected. A Physical library or storage repository where master copies of software versions are kept. This one logical store may consist of one or more physical software libraries or filestores. , Definitive Hardware Store – An area set aside for the secure storage of definitive hardware spares. , Release definitions 1. Release - a collection of authorised changes to an IT service 2. Release Unit – Portion of IT Infrastructure normally released together 3. Roll-out – deliver, install and commission an integrated set of new or changed CIs across logical or physical parts of the organisation. , Release Types 1. Delta – Partial release of CI’s that have changed or are new since last release. 2. Package – Individual releases FULL units, DELTA or both are grouped together to form a Package Release. 3. Full – All components of the release unit are built, tested, distributed and implemented together. SERVICE LEVEL MANAGEMENT , Service Catalogue is a list of offerings , Service Level Requirements deals with AMOUNTS (response Metrics) , Service Level Agreement is a CLIENT / SUPPLIER Non Technical document NOT a Contract , Operational Level Agreement Internal Technical or Non Technical document , Underpinning Contract is with 3rd Partys , Cost Focus , Demings Quality Circle – Plan , Do , Check , Act Financial Management for IT Services , A COST MODEL must be defined and agreed BEFORE you can CHARGE , CHARGE Types 1. At Cost 2. Cost Plus 3. Going Rate 4. Market Rate 5. Fixed Price , An OVERHEAD is the TOTAL cost of INDIRECT materials e.g. Wages and Expenses , CAPITAL Costs apply to Fixed Substantial assets of the organisation e.g. Building , OPERATIONAL Costs result from Day to Day running of IT Services section e.g. Staff Costs , DIRECT Costs are those that can be traced in FULL to a product, service, cost centre or department e.g. direct wages of a member of Staff or Staff Type i.e. Contractors , INDIRET costs cannot be traced directly to and in full to a product, service or department. It may be a cost spread across a number of departments. It’s an APPORTIONED cost or OVERHEAD. , Cost Types – THE SPA , Efficiency and Effectiveness are related to COST. CAPACITY MANAGEMENT , Business Capacity Management – FUTURE business requirements , Service Capacity Management – CURRENT Service delivery , Resource Capacity Management – UNDERLYING resource components , Demand Management – Differential Charging , Modelling 1. TREND 2. ANALYTICAL 3. SIMULATION 4. BASELINE (What if?) , Application Sizing – Supply v Demand, Cost v Capacity , There are Capacity THRESHOLDS that when exceeded generate ALERTS IT SERVICE CONTINUITY MANAGEMENT , Reduction in the VULNERABILITY of the IT service , RISK Analysis – Threats to assets CRAMM , Countermeasures – Recovery Options 1. Do Nothing 2. Manual Backup 3. Reciprocal Arrangements 4. COLD Gradual Recovery > 72 hrs 5. WARM Intermediate Recovery 24 to 72 hrs 6. HOT Immediate recovery 0 to 8 hrs , Note! Cold, Warm and Hot recovery options should be at a REMOTE location , Increases customer confidence and can reduce Insurance premiums. AVAILABILITY MANAGEMENT , ABILITY but NOT VULNERABILITY , Availability of service , Reliability – Maintainability} OLA Managed , Serviceability SLA Managed , Security is Confidence, Integrity and Availability