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