Академический Документы
Профессиональный Документы
Культура Документы
A C ase Study
William Dupley
IT Strategist
HP Canada
A gend a
1.
2.
3.
1 4 September
2007
ITIL V3
The
Package
C ontinual Service
Improvement
Service
Service
Design
Design
Service
Service
Strategies
Service
O peration
ITIL
Service
Transition
1 4 September
2007
1. Service Strategies
Pur p ose
Service
Service
Strategy
ITIL
1 4 September
2007
2. Service Design
Pur p ose
To design IT services, together with governing
practices, processes and policies, to re aliz e the
org aniz ations strategy
Service
Service
Design
Design
Service
Service
Strategy
ITIL
1 4 September
2007
3. Service Transition
Pur p ose
To plan and implement the deployment of all rele ases to
cre ate a new service or improve and existing service.
Assure that the proposed changes in the Service Design
Packa ge are re aliz ed.
Service
Service
Design
Design
Service
Service
Strategy
ITIL
V a l u e t o B u si n e ss
Service
Transition
1 4 September
2007
4. Service O perations
Pur p ose
To coordinate and c arry-out d ay-to-d ay activities
and processes to deliver and mana ge services at
a greed levels. O ngoing mana gement of the
technology that is used to deliver and support
services
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
V a l u e t o B u si n e ss
ITIL
1 4 September
2007
ITIL
V alue to Business
Service
Transition
Processes
The 7 Step Improvement Process
1 4 September
2007
HP C ase Study
Security management
Continuity management
Customer management
Availability management
IT business assessment
Capacity management
Service-level management
Problem management
Change management
10
1 4 September
2007
Financial management
Configuration
management
Service build and test
Release to production
Availability management
IT business assessment
Service-level management
Service
Service
Strategy
Service
O peration
O perations management
ITIL
Financial management
Problem management
Customer management
Service
Transition
11
1 4 September
2007
Configuration
management
1. N ew Service Lifecycle
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
ITIL
Service
Transition
BUSINESS
DELIVER
OPERATE
Business Service
Management
Program Mgnt
Quality
Assessment
Portfolio Mgnt
Asset Management
Procurement
12
1 4 September
2007
Consolidated
service desk
Consolidated
Operations
Service Driven
Operations
PLAN
1. N ew Service Lifecycle
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
ITIL
Service
Transition
BUSINESS
PLAN
DELIVER
OPERATE
Business Service
Management
Service Strategy
Program Mgnt
Service
Design
Quality
Assessment
Service
Transition
Asset Management
Procurement
Portfolio Mgnt
Consolidated
service desk
Consolidated
Operations
Service Driven
Operations
Service O perations
13
1 4 September
2007
1. N ew Service Lifecycle
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
ITIL
Service
Transition
BUSINESS
DELIVER
OPERATE
Consolidated Demand
Service request management
New Applications &
Enhancements
Service definition
Program
Mgnt
Project
Quality
Assessment
Testing
Prioritize
Time
Validation
Allocate
resources
Portfolio Mgnt
Capital
People
Resource
Infrastructure
Asset Management
Contracts Finance
Inventory
Business Service
Management
IT Services/User
Analytics
Strategic Projects
Decision Support
B-SLM
Consolidated
service desk
Incident
Problem
Change
Release
Request
SLM
Consolidated Operations
Server
Storage
Network
Chargeback
Service Driven Operations
Procurement
Cost mgnt
IT Financial Management
14
1 4 September
2007
Vendor mgnt
PLAN
Service
Strategy
Business Value
1000
ITIL
I n v e st m e n t M a t r i x
Redefine Strategy
& A pproach
Take Action
Invest He avily
Business Value is
defined by
Focus Area
Voting Results.
Each Investment
is prioritized
based on the
are a it supports
and its.
impact on key
metrics.
Bubble size
= 2H0 4 $s
(Bus and IT)
500
Cost of
Goods Sold
Field Selling
Cost
0
15
Minimize Investments
1 4 September
0
2007
Marketing
Cost
Envelope
Marketing &
Field Selling
Cost
Minimize or Redefine
Investments
Readiness
500
1000
16
Service
Strategy
ITIL
Service
Service
Design
Design
HP EA Methodology, b ased on T O G AF
1 4 September
2007
Service
Service
Strategy
ITIL
Prelim:
Framework and
Principles
A
H
Architecture
Vision
Architecture
Change
Management
B
Business
Architecture
G
Implementation
Governance
Requirements
F
Migration
Planning
Information
System
Architectures
D
E
Opportunities
and Solutions
Technology
Architecture
Pre
Architecture Initiatives
Using EA Methodology
H A B
G Req . C
F E D
Service
Service
Design
Design
Service
Service
Strategy
ITIL
Future State
(or Target)
Architecture
Implementation Programs/Projects
IT Methodology
Process
Phase
18
1 4 September
2007
Customer Engagement
Opportunity
Development
Project
Scoping
Project Delivery
Analysis
Design
Construction
Support
Testing
Implemented Solutions
Implementation
Application
Production
Support
Service
Service
Design
Design
Service
Service
Strategy
ITIL
Legend
EXAMPLE 1
Recruiting Data
(RecruitSoft)
InLine
SMTP
Addresses
(Exchange)
Facilities
Locations
@hp
Compaq
PeopleSoft
HP
PeopleSoft 8.1
15min.
lag
P a t h w a y t o P r o d u cti o n (P 2 P)
PS Ops. Data
Store (ODS)
24 hrs. lag
Enterprise
Directory
Data
Warehouse
Payroll
(SAP)
Data
Warehouse
(GEM)
External Environment
External
Change
Announced
(SAP)
Benefits
(Hewitt)
AMT
ReferenceFile
Stock Plan
ExternalServicesProviders
ITO EA Program
Assess
Change
Change
(high
Identified
level)
Legend:
BLUE
WHITE
o r
Yes
Determine
Select
Affected
Domains
Change
Assessment
Lead
New asset
Existing Asset
Existing Asset
beingchanged
Asset being retired
2002
ExistingInterface
Intranet or Extranet
Data warehouse
New interface
Core application
Satelliteapplication
External service
provider application
IT O Enterprise Architecture
Existing Interface
beingchanged
DomainArchitects
Change
Identified
EAI/Messaginginfrastructure
th
June 4 , 2 0 0 2
page 1 8
DomainContributors
Change
Identified
Review
Proposed
Change
Approved?
Changes
o
N
AMTApproval
Domain
Change?
ReqAMT
Approval?
Assess
Change
(detailed
level)
Artifact
Change?
Yes
Draft
Changes
Change
Artifact(s)
Communicate
Recommendation
No
Yes
(EA Community)
Change
Domain
Structure
Final
Communicate
Recommendation
(EA Community)
Assess
Change
(detailed
level)
Task Assignments
ro
No
Action
Req?
Yes
Applications
Yes
ReferenceFile
Retirement
Plan
(Fidelity)
No
Health
No
Payroll
Applications
Initiate
Assessment
Project
Draft
Implementation
Readiness Summary
Tech. & Info Summary-Final
BIM
Workflow Models
Tech. & Info Summary-Draft
Application Landscape
Scope from charter
Monetary
Cost
Funding
Process
Phase
19
Exp.
Exp.
Exp.
Cap.
Customer Engagement
Opportunity
Development
1 4 September
2007
Project
Scoping
Cap.
Cap.
Cap.
Exp.
Support
Implementation
Application
Production
Support
Project Delivery
Analysis
Design
Construction
Testing
C ontinual Service
Improvement
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
Definition
Measure of time to deliver against time boxing target durations
Target durations are based on summary phase (Planning,
Development or Warranty)
Phase must be completed to be included in the time boxing
calculation
Result
Percentage of projects on target for each summary phase and
overall
20
1 4 September
2007
ITIL
Service
Transition
C ontinual Service
Improvement
1 4 September
2007
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
ITIL
Service
Transition
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
ITIL
Service
Transition
Ec o n o m ic B u y e r
(S e r v ic e C o n s u m e r)
O n g oin g Su p p o rt
O p e r a ti o n s
Order Mgmt
Resource
Rationaliz ation
Build / Configure
Provision
ITIL / ITS M P r o c e ss e s
Demand Planning &
Mgmt
22
1 4 September
2007
Supplier &
Partner Mgmt
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
Service
Transition
Ec o n o m ic B u y e r
(S e r v ic e C o n s u m e r)
O n g oin g Su p p o rt
O p e r a ti o n s
S e r v ic e
Tr a n siti o n
S e r v ic e D e si g n
Order Mgmt
Resource
Rationaliz ation
Build / Configure
S e r v ic e
O p e r a ti o n s
Provision
ITIL / ITS M P r o c e ss e s
Demand Planning &
Mgmt
23
1 4 September
2007
ITIL
Supplier &
Partner Mgmt
24
1 4 September
2007
25
1 4 September
2007
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
Service
Transition
Receiver
Stock
Build
Pre-Prod
ITIL
Production Decomm
Dispose
Arib a
Procurement
Interface
RFID
HP
Asset C entre
Asset M gnt
A M DB
26
1 4 September
2007
Fi n a n ci a l
O r g a n i z a ti o n
W ork Flow
& Tickets
Q u a lit y Iss u e s:
Tra cking A ge
Tracking Loc ation
Tra cking a ccura cy
HP
Service C entre
C onfiguration
Mgnt
C M DB
IT
O r g a n i z a ti o n
Service
Service
Design
Design
Service
Service
Strategy
ITIL
Service
Transition
BUSI N ESS
PLA N
O PERATE
DELIVER
Complex changes
starting point:
Prioritiz e change
requests
Allocate resources
M ana ge project
Track a pprovals
M ana ge
change status
through release
Simple changes
starting point:
C onsolid ate /
create RFCs
M ana ge process
vi a workflow
performance of services
Analyze
change imp act
Deploy and
verify changes
A pprove /
reject RFCs
Universal C MDB
1 4 September
C enter
2 0Q0uality
7
Incorporate CI
information with RFC
Performance C enter
O perations C enter
28
1 4 September
2007
29
1 4 September
2007
Operating System(s)
Soft Partitioning; Dynamic Resource Sharing; Clustering and Load
Balancing; Networking; Workload and Resource Management;
OS Security
Network Infrastructure(s)
Physical; Logical; Protocols (TCP/IP, IPX, SNA, DECnet, NetBEUI);
TCP/IP Mgmt (WINS, DNS, DDNS, DHCP, Host/LMhost files );
Load Balancing; Future - IPV6
30
1 4 September
2007
HP Universal CMDB
Engine: App
Server, RDBMS,
etc
http(s)
Users
2 3 4 5 6 7
Application Ecosystem
http(s)/
http(s)/
Whos
Discover
talking
Sweep
Identify
Host
Details?
hosts
Applications
To whom?
10.1.1.0/24&
SNMP,
SSH, WMI
SSH
SNMP,
JMX,
SQL,
WMI,
10.1.2.0/24
10.1.1.23
SNMP
WMI
Discovery
System
Telnet,
WMISSH
ICMP
1 Physical
2 Data Link
3 Network
4 Transport
5 Session
6 Presentation
7 Application
Weblogic
tcp 7001
AIX
Discovery Gateway
Discovery Gateway
HP Universal
CMDB
RMI
Discovery System
Discovery
Manager Lab 1
31
1 4 September
2007
Discovery
Manager Lab 2
SQL
tcpServer
1433
10.1.1.94
AIX
10.1.1.233
RMI
Windows
2003
10.1.1.17
Windows 2000
Apache
tcp 8080
10.1.1.1
Cisco
6000
10.1.1.98
10.1.2.182
Linux
10.1.2.1
Cisco
6000
10.1.2.222
Win 2003
32
1 4 September
2007
33
1 4 September
2007
34
1 4 September
2007
35
1 4 September
2007
C ontinual Service
Improvement
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
ITIL
Service
Transition
ITSM Te am Role
IT Lifecycle definition
IT Lifecycle implementation
IT Lifecycle / Process improvement
36
1 4 September
2007
1.
Si x Si g m a M e t h o d o l o g y
7.
Implement
corrective action
6.
37
1 4 September
2007
D e fi n e t h e i m p r o v e m e n t a r e a
2.
A n a l y z e t h e d a t a t o fi n d t h e
im pro v e m e nt a re as a n d ro ot
ca uses
3.
I m p r o v e t h e o p p o rt u n iti e s a r e a s
C o n t r o l t h e p r o c e ss i n t h e i m p r o v e d
st a g e
Integrity of data?
M e a s u r e t h e p r o c e ss p e r f o r m a n c e
o v e r a p e r i o d o f ti m e
C ontinual Service
Improvement
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
ITIL
38
1 4 September
2007
Service
Transition
C ontinual Service
Improvement
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration
ITIL
Service
Transition
Service
c atalog
mgmt
Change
mgmt
Financial management
SL A
mgmt
Asset
mgmt
Project
Architecture
Review
1 4 September
2007
O perational
d ata
store
39
Business
intelligence
Usa ge
medi ation
Service
costing
CRM
Process
rules and
routing
engine
Usa ge
reporting
Share point
Repository
Service
Design &
Management
Softw are
Library
Provision
system
Service
development
& deployment
W ork order
M gmt
Incident
mgmt
Performance.
mgmt
Problem
mgmt
O perations Management
Platform
mgmt
ITIL V3
40
1 4 September
2007