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IT行業技術發展應用趨勢
客戶(組織)期望的關鍵問題:
IT部門應提供給客戶(組織)的是
技術(Technology) or 服務(Services)?
IT服務(IT Services)
• 什麼是IT Services ?
• IT部門如何衡量IT Services ?
• 客戶(組織)如何衡量IT Services的好與不好 ?
• IT部門與客戶之間對於IT Services品質標準判斷上的差異
C
S
PERFORMANCE (績效)
RISK (風險)
令客戶(Customer)對IT服務(Services)有感的關鍵字:
30%導入IT創新應用
70%維持現有IT運作
如何運用有限的IT資源,提供更先進的服務能力?
達成商業成果與創新價值
促進終端用戶生產力
顧客維繫
降低成本要求
外部市場競爭
技術變遷快速 法令監管遵循
IT安全
支持業務提升和運行
40%
40%
20%
造成IT服務計畫外停止運作的根本原因
People
Process
Technology
$2.80 $2.10 $1.60 $1.60 $1.50 $1.30 $1.20 $1.10 $1.10
服務中斷每一小時所累積的損失(單位:百萬美元)
Operational issues
account for 76% of
Critical Situations
(CritSits)
6% due to
KNOWN
bugs- already
fixed
48%
Misconfiguration
33% were
due to
installation
issues
67% POST
installation
changes
22% are how-to
related – poor /
improper
operations of
the environment
3%
NEW
bugs
21% is
everything else
combined
(unclassified or
other)
緊急狀態(Critical Situations)案例
中,76%是由於
運維因素所造成
CIO
IT Managers
Function Leaders
IT Staffs / Service Desk
CEO
Business
Managers
End Users
Alignment
Tactical Level
戰略 (Service Level)
Strategic Level
策略 (C & S)
Day-to-Day
Operations
日常運維
IT服務資產配置(People, Process, Technology)
Business needs
提供所需的IT服務
卓越IT運維模型
IT部門管理架構
業務部門管理架構
IT服務生命週期管理
ITIL/MOF Best Practices
Data Warehouse3rd Parties Integration
Proactive Monitoring and Operation Management
PMOGovernance,
Risk, Compliance ManagementTechnical Principals
Deliver OperatePlanService Pipeline Project/Change Management Service Improvement
Assessment & Awareness Solution Enablement Monitoring & Reporting
CIO
IT Managers
Function Leaders
IT Staffs / Service Desk
CEO
Business
Managers
End Users
Alignment
Tactical Level
戰略
Strategic Level
策略
Day-to-Day
Operations
日常運維
IT服務資產配置(People, Process, Technology)
Business needs
提供IT服務
Set the Goals & expected Benefits
(Defining the Values of IT Services)
Plan and Implement the project
(Enabling the IT Services)
This is the actual stage of Benefits realization
Maintain and Improve IT Services(Providing the IT
Services)
IT部門管理架構
業務部門管理架構
(Enhancing the business performance)
(Reducing the effect of business constraints)
(Creating conditions for business competitive advantage)
檢視所設定的IT服務基準值…..
(Availability enough?)
(Capacity enough?)
(Continuity enough?)
(Security enough?)
OR
AND
AND
益處明確
品質承諾
Quick Assessment -服務等級管理實踐
NO
YES
NO
YES
YESNO
NO
YES服務等級管理(SLM) 最佳實踐
不需重新發明輪子的形狀
關鍵問題:
IT運維Processes + Guidance + Tools
(for Specific Scenarios)基礎設施自動化
社群
業界標準
控制框架
指導原則
觀念做法
ISO 20000
COBIT
ITIL
MOF
IT Operation
Excellent
System Center
Goals and objectives: ISO 20000
Management perspective: COBIT
Process description: ITIL v3
Process guidance: MOF 4.0
System Center
Solution Accelerators
如何評估IT運維服務重點與優先次序 ?
服務
Quick Assessment
Reactive
Ad Hoc
Problem Driven
“AvoidingDowntime”
Reactive
Stable IT
Request Driven
Change Management and Planning
“Keeping ItRunning”
Proactive
Accountable
Increased Monitoring
Formal ChangeManagement
SLAs
Improvement
Predictability
“Quality Driven”
Proactive
OptimizingCosts and Quality
Agile
Self Assessingand ContinuousImprovement
“Taking The Lead”
Technology
Process
People
品質導向維持運作避免中斷 引領創新
• 獲得IT與業務決策領導的支持
• 建立IT與業務之間的IT服務等級目標
• 依據服務水準目標建立端到端(end-to-end)監控衡量指標
• 確立核心人員角色職責
• 善用最佳實踐內容與相關技術工具
• 落實持續服務改善活動
• 服務報告與客戶滿意度追蹤
Guidelines & Best Practices for IT
Service Management throughout
the IT Service Lifecycle
Role Types and Roles
27
Generic role types from which specific roles can be created to enable flexibility
Op
era
tio
ns Technology Area Manager
Administrator
Operator
SQL Server Operator
Exchange Operator
SharePoint Operator
Accountability
Role Type
Role
MOF 4.0 Role Types
28
IT ORGANIZATION
SUPPORT
Customer Service Rep
Incident Resolver
Incident Coordinator
Problem Analyst
Problem Manager
Customer Service
Manager
OPERATIONS
Operator
Administrator
Technology Area Manager
Monitoring Manager
Scheduling Manager
Operations Manager
SERVICE
Supplier Manager
Portfolio Manager
Account Manager
Service Level Manager
COMPLIANCE
IT Exec Officer
IT Manager
Risk & Compliance
Manager
Assurance & Reporting
Internal Control
Manager
Legal
IT Policy Manager
ARCHITECTURE
Architecture Manager
Reliability Manager
Architect
SOLUTION
Solution Manager
Program Manager
Developer
Tester
Product Manager
User Experience
Release Management
Operations Experience
Test Manager
MANAGEMENT
IT Exec Officer
IT Manager
IT Policy Manager
IT Risk & Compliance
Manager
Assurance & Reporting
Change Manager
Configuration Administrator
Support Accountability
29
Role Type Responsibilities Goals
Customer Service
Representative
• Handles calls
• Is first contact with user
• Registers calls, categorizes, determines supportability, and passes on calls
• Help the customer
Incident Resolver
• Diagnoses
• Investigates
• Resolves
• Fix incidents
Incident Coordinator• Responsible for incident from
beginning to end (quality control) • Solve incident as quickly as possible
Problem Analyst • Investigates and diagnoses • Find underlying root causes of the incidents
Problem Manager• Identifies problems from the incident
list • Prevent future incidents
Customer Service
Manager
• Accountable role for the goals of support
• Covers incidents and problems
• Effectively and efficiently decrease incidents and incident solution time
• Increases effectiveness of resolutions and reduces costs
Office 365
Accountabilities and
Roles
30
Office 365 Required Role Types
31
IT ORGANIZATION
SUPPORT
Customer Service Rep
Incident Resolver
Incident Coordinator
Problem Manager
Customer Service
Manager
OPERATIONS
Office 365 Operator
Office 365 Administrator
Directory Services
Administrator
Exchange Online
Operator
Exchange Online
Administrator
SharePoint Online
Operator
SharePoint Online
Administrator
Scheduling Manager
Operations Manager
SERVICE
Office 365 Billing
Administrator
Service Level Manager
COMPLIANCE
IT Compliance & Risk
Manager
Assurance & Reporting
Internal Control
Manager
ARCHITECTURE SOLUTION MANAGEMENT
IT Manager
Office 365 Service Map
32
Office 365 Support Roles
33
SMF Role Type Role Responsibilities
Service Desk Customer
Service
Representative
Customer Service
Representative
• Handles calls
• Is first contact with user
• Registers calls, categorizes, determines
supportability and passes on calls
Incident
Management
Customer
Service Manager
Customer Service
Manager
• Accountable role for the goals of
support.
• Covers incidents and problems.
Incident
Coordinator
Incident Coordinator • Responsible for incident from beginning
to end (quality control)
Incident Resolver Incident Resolver • Diagnoses, Investigates and Resolves
Incidents
Problem
Management
Problem
Manager
Problem Manager • Identifies problems from the incident
list
Office 365 Operations Roles
34
SMF Role Type Role Responsibilities
Operations Technology
Area Manager
Office 365 Administrator • Top-level administrator
• Have access to all features in the
administration center
• Can assign other administrator roles
• Identify required operational work
• Responsible for daily performance of
Office 365 components
• Ensures operational requirements are
met for Office 365
Administrator Directory Services
Administrator
• Executes DS tasks that are not well
defined, requiring a deeper level of
knowledge
Exchange Online
Administrator
• Executes Exchange tasks that are not
well defined, requiring a deeper level of
knowledge
SharePoint Online
Administrator
• Executes SharePoint tasks that are not
well defined, requiring a deeper level of
knowledge
Operator Office 365 Operator • Executes pre-planned Office 365 tasks
that are instruction based
Exchange Online Operator • Executes pre-planned Exchange Online
tasks that are instruction based
SharePoint Online Operator • Executes pre-planned SharePoint
Online tasks that are instruction based
Start with Accountability
35
Close the gaps
36
Put the right people in the right roles
37
Combine Where Appropriate
38
Ensure Constant Coverage in Operations
39
Operations
Support
Solution
Accountability Combination & Recommenda-tions
40
Service Management Compliance Architecture Solutions Operations Support
Service Yes Possible Yes No No No
Management Yes Possible Yes No No No
Compliance Possible Possible Possible No Possible No
Architecture Yes Yes Possible Possible No No
Solutions No No No Possible No No
Operations No No Possible No No No
Support No No No No No No
Yes = Recommended Combination
Possible = Possible, but work-type calls for different skill sets
No = Combination creates inefficiencies
Role Combination
Recommendations
Serv
ice L
evel M
an
ag
er
Off
ice 3
65 B
illin
gA
dm
in.
IT M
an
ag
er
IT R
isk a
nd
Co
mp
.
Man
ag
er
Ass
ura
nce
an
d R
ep
ort
ing
Inte
rnal C
on
tro
l M
an
ag
er
Op
era
tio
ns
Man
ag
er
Sch
ed
ulin
g M
an
ag
er
Mo
nit
ori
ng
Man
ag
er
Off
ice 3
65 A
dm
inis
trato
r
Dir
ect
ory
Serv
ices
Ad
min
istr
ato
r
Exc
han
ge O
nlin
e
Ad
min
istr
ato
r
Sh
are
Po
int
On
lin
e
Ad
min
istr
ato
r
Off
ice 3
65 O
pera
tor
Exc
han
ge O
nlin
e
Op
era
tor
Sh
are
Po
int
On
lin
e
Op
era
tor
Cu
sto
mer
Serv
ice
Rep
rese
nta
tive
Cu
sto
mer
Serv
ice
Man
ag
er
Inci
den
t C
oo
rdin
ato
r
Inci
den
t R
eso
lver
Pro
ble
m M
an
ag
er
Service Level Manager Y Y P P P N N N N N N N N N N N N N N N
Office 365 Billing Admin. Y Y P P P N N N N N N N N N N N N N N N
IT Manager Y Y Y Y Y N N N N N N N N N N N N N N N
IT Risk and Comp. Manager P P Y Y Y P P P P P P P P P P N N N N N
Assurance and Reporting P P Y Y P P P P P P P P P P N N N N N
Internal Control Manager P P Y Y Y P P P P P P P P P P N N N N N
Operations Manager N N N P P P Y Y Y Y Y Y Y Y Y N N N N N
Scheduling Manager N N N P P P Y Y Y Y Y Y Y Y Y N N N N N
Monitoring Manager N N N P P P Y Y Y Y Y Y Y Y Y N N N N N
Office 365 Administrator N N N P P P Y Y Y Y Y Y Y Y Y N N N N N
Directory Services Admin. N N N P P P Y Y Y Y Y Y Y Y Y N N N N N
Exchange Online Admin. N N N P P P Y Y Y Y Y Y Y Y Y N N N N N
SharePoint Online Admin. N N N P P P Y Y Y Y Y Y Y Y Y N N N N N
Office 365 Operator N N N P P P Y Y Y Y Y Y Y Y Y N N N N N
Exchange Online Operator N N N P P P Y Y Y Y Y Y Y Y Y N N N N N
SharePoint Online Operator N N N P P P Y Y Y Y Y Y Y Y Y N N N N N
Customer Service Rep. N N N N N N N N N N N N N N N N Y Y Y P
Customer Service Manager N N N N N N N N N N N N N N N N Y Y Y P
Incident Coordinator N N N N N N N N N N N N N N N N Y Y Y P
Incident Resolver N N N N N N N N N N N N N N N N Y Y Y P
Problem Manager N N N N N N N N N N N N N N N N P P P P
Knowledge Plan – Scorecard Sample
41
IT is not just about
Technology
Is this a People,
Process, or Technology
Problem?
4/9/2014 43
IT downtime
的衝擊
COMPANIES ACROSS EMEA, AMERICAS, APJ
378We asked What does
downtime cost you?
4/9/2014 44
of enterprises do not calculate the hourly cost of downtime on their businessAssumed $/hour:
$25,000 or lessActual:
+$110,000 an hour Aberdeen Group estimates $110,000 /hr for the average company
52%48%Of theIT downtime
的衝擊
that do, most underestimate the impact and actual costs of outages
November 2011 survey by Stratus Technologies and ITIC Corporation
4/9/2014 45
IT downtime
的衝擊What is at risk to the enterprise?
為什麼評估很重要?
並且
業務部門管理架構
CIO
IT Managers
Function Leaders
IT Staffs / Service Desk
CEO
Business
Managers
End Users
Alignment
Tactical Level
戰略
Strategic Level
策略
Day-to-Day
Operations
日常運維
IT服務資產配置(People, Process, Technology)
Business needs
Operation
Strategic
Review
(OSR)
Operations
Risk & Health
Assessment
Program
(OpsRAP)
Service
Management
Assessment
(SMA)
Service
Management
Assessment
(SMA)
Service
Management
Assessment
(SMA)
Service
Management
Assessment
IT部門管理架構
• Pull data from SM, OM & CM for a comprehensive view of IT
• Enable direct publish to the Data Warehouse from custom sources (i.e. SAP, HR)
• Enable self service report & dashboard authoring with OLAP cubes• OLAP cubes powered by the System Center management pack model
• Report authoring with Office integration for knowledge workers
Data Warehouse
4/9/2014 49
第二步:透過教育訓練加速系統營運維持的成熟度
Maintain
4/9/2014 50
第三步: PMC 提供微軟最快速的Solution回應
Fastest solution
response time
available from
Microsoft,
ensuring you are
being given the
highest level of
support
Accelerated
Responsiveness
Restore
用戶業務
分析
流程設計
與重組
現場環境
測試與應
用模式確
定
選型與設
計
應用軟體
的設計與
開發
硬體及系
統的設計
與開發
網路系統
的設計
軟硬體安
裝
與現有系
統集成及
連接測試
人員培訓軟硬體維
護與支持
Assessment &
Roadmap
Alignment &
Define value
Production
Pre-assess.
Maturity
Review
Service Portfolio
Mgmt.
Pipeline
Evaluation
Update Service
Catalogue
Update Service
Catalogue
Update Service
Portfolio
Service Level
Mgmt.
Service Level
Requirement
SLAs, OLAs,
UCs negotiate
Agree SLAs,
OLAs, UCsRe-alignment Re-alignment Re-alignment Re-alignment Re-alignment Re-alignment
Service Review
& SIPs
Financial &
Demand Mgmt.Budgeting Budgeting ROI, ROCE Accounting Accounting Accounting Accounting
Accounting
Budget ReviewAccounting Accounting
Cost Analysis
Budget Review
Change & CFG
mgmt.
Project
Interface, BA
RFCs record &
assessment
RFCs review &
approval
RFCs review &
mgmt.
RFCs review &
mgmt.
RFCs review &
mgmt.
RFCs review &
mgmt.
RFCs
Authorization
PIRs &
Readiness Pre.
KB transfer &
Readiness
RFCs mgmt. &
Periodic review
Service Design
Processes Mgmt.
AM, CM,
ITSCM, IS BA
Assist SLAs,
OLAs, UCs
Define Metrics,
RACI, Report
SLAs, OLAs,
UCs alignment
SLAs, OLAs,
UCs alignment
SLAs, OLAs,
UCs alignment
SLAs, OLAs,
UCs alignment
Control &
Supplier Mgmt.
Control &
Supplier Mgmt.
KB transfer &
Readiness
Monitoring,
Report, Review
Release &
Deployment
Baseline
AnalysisGap Analysis Design & Plan Build & Test Build & Test Build & Test Build & Test
Build & Test
Deploy Plan
Deployment,
UAT & PIRs
KB transfer &
Readiness
Remediation &
hotfix update
Operation &
Improvement
Baseline
AnalysisGap Analysis RACI definition
Environment
Mgmt.
Environment
Mgmt.
KB transfer &
Readiness
Reactive/Proac
tive Support
OSR (Organizational
Strategic Review)
RaaSOPS (Operations
Risk & Health
Assessment Program)
PSMR (Proactive
Services Maturity
Review)
Custom SMA (Service
Management
Assessment)
SLM (Service Level
Management)
DCM (Desired
Configuration
Monitoring /
Management)
PMOM (Proactive
Monitoring with
System Center
Operation Manager)
RKM (Roles &
Knowledge
Management)
Side-By-Side Services – Custom Delivery
(any of ITIL processes & functions)
ITIL/MOF Foundation POP Foundation, MOF CCR Workshop Custom ITSM Chalk Talk or Workshop
POP (Proactive Operations Program) CVS (Cloud Vantage Services)
SCD (Service Catalogue Design)
SMAP (Service Mapping)
OSM (Online Service Mapping)
IM (Incident Management)
PM (Problem Management)
CCM (Change & Configuration Mgmt.)
CM (Capacity Management)
KM (Knowledge Management)
OTRR (Operations Team Roles & Resp.)
DCM (Desired Configuration Mgmt.)
SUM (Software Update Management)
SUMEx, SQL (SUM for Exchange, SQL)
CHDO (Cloud Help Desk Optimization)
CHIPM (Cloud Help Desk Incident
Process Mapping)
CSDM (Cloud Service Dependency
Mapping)
GRC (Governance, Risk Management,
Compliance)
OKM (O365 Operational Knowledge
Management)
OTTP (O365 Operations Team Roles &
Responsibilities)
Where To Go, RPS Quick Wins, Know How to Fish Full Solutions
評估 計畫 穩定 教育 預防 最佳化
SQL Server Risk Assessment & Health Check
Program(SQLRAP)
Operations RAP
Operation Strategic Review(OSR)
SQL Service Map
(SMAP)
RAP Remediation
Dedicated Support Engineer
(DSE)
Troubleshooting & DR Workshop
Roles & Knowledge
Management (RKM)
Desired Configuration Managemen
(DCM)
Proactive Monitoring
Management(PMOM)
Service Level Management
for SQL(SLM)
效能改進與平台營運服務六階段
提升服務管理能力成熟度 =提升IT運維服務質量
Maturity of
Service Management
Capabilities
Tools and
TechnologiesEfficient Repeatable
Processes
Trained People
服務管理:
A set of specialized organizational
capabilities for providing value to
customers in the form of services
Recommended