OlITSMR dtblOracle ITSM Roundtable IT … · and change documentation ... •Alert나리포트기능등오라클제품과같이Enterprise Manager ... IBM DB2 Database,Microsoft SQL

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O l ITSM R dt blOracle ITSM RoundtableIT 서비스운영고도화를위한효율적인 IT 인프라관리방안박혜미O l KOracle Korea09.09.17

Oracle Lifecycle Management underpinned by OEM...

All Global IT groups are completely integrated into the Service

Corporate memory is centralized with all systems, process, issue and change documentation readily accessible

Management process

End-Users have full visibility into project, system and issue status and progress

Service Availability and Known Errors are always available

Closed loop, fully transparent process

Completely integrated and automated workflow enabled

Centralized around Oracle Configuration Management

ITIL Support with Oracle EM and Siebel Help Desk

ProblemManagement

EM HD

ChangeManagement

g

Incident

EM HDEM HD

EM ManagementManagement EMCMDB

ITIL Service Support Process

EM EM


ReleaseManagement

ConfigurationManagement


ProblemManagement

EM HD

ChangeManagement

g

Incident

EM HDEM HD



EM EM


ReleaseManagement


Incident Management

• In ITIL terminology, an ‘Incident’ is defined as:

An event which is not part of the standard operation of a service and which causes, or may

i t ti t d ti i th

ITIL Objecti e

cause, an interruption to, or reduction in, the quality of that service.

• ITIL Objective: – Restore normal service operation as quickly as possible and minimize

adverse impact on business operations

Metric Alerts Incidents

Incident Management시스템모니터링과통지

장애의사전예방과이상시의분석을위한정상감시

시스템모니터링과통지

• 지표– 성능, 영역, 가용성등의정보를자동으로정기적으로수집

감시항목은사전정의가끝난상태로설치후곧바로– 감시항목은사전정의가끝난상태로설치후곧바로감시가능

– 커멘드를통해관리자가정의하는일도가능

– 수집한정보를바탕으로한리포트작성가능

• Alert 통지– 각지표에 2 단계로임계값을설정가능– Alert의통지방법

• 메일로의통지

• SNMP 트랩에의한통지– Alert 발생시에스크립트실행등의자동대응도가능

Incident Management시스템모니터링의확장

Oracle 제품뿐만아니라타사제품의통합모니터링으로문제분석의효율화

시스템모니터링의확장

관리정보·관리뷰의통합화•모든정보가리포지터리에저장되고있어단일의뷰로부터모든관리정보를취득가능•Alert나리포트기능등오라클제품과같이 Enterprise Manager 의기능으로관리가능

시스템을구성하는많은제품이관리대상으로확장•Database : IBM DB2 Database,Microsoft SQL Server•Middleware : Oracle WebLogic Server * ,IBM WebSphere Application Server,Microsoft Internet Information Services (IIS),등 (*) EM11g 이후에통합될것임

•Network Device : F5 BigIP Local Traffic Manager Check Point Firewall•Network Device : F5 BigIP Local Traffic Manager,Check Point Firewall,Juniper Netscreen Firewall

•Storage : NetApp Filer ,EMC Celerra Server,등

NetApp 의감시SQL Server 의감시 WebLogic 의감시

pp의감시

Incident Managementbl t시스템과의연계problem management 시스템과의연계

• Provide connectors for problem management systems– Siebel Help Desk– BMC Remedy Service Desk– HP Service Center

• Incident ticket creation– Automatically/Manually open trouble tickets for EM alerts

Siebel HelpDesk ConnectorSiebel HelpDesk Connector

Help Desk– Customize ticket templates– Facilitate incident categorize and classification

Siebel HelpDesk ConnectorSiebel HelpDesk Connector• Incident tracking and resolution

– Help Desk ticket is synchronized with EM alert changes– In-context launch of Help Desk UI from EM

Oracle Grid ControlOracle Grid ControlIn context launch of Help Desk UI from EM

– Ticket has link to EM for incident resolution

EM Alert Details Page with Siebel ticket

Link to Siebel ticket

Siebel ticket based on EM alert

EM Alert msg in TitleEM Alert msg in TitleAlert details in

Description

SR Type = Incident

Urgency based on alert severity

Siebel ticket contains link back to EM

Link back to EM for resolutionresolution

Use EM’s incident resolution features

Links to resolve incident


ProblemManagement

EM HD

ChangeManagement

g

Incident

EM HDEM HD



EM EM


ReleaseManagement


Problem Management

• In ITIL terminology, a ‘Problem’ is defined as :

An unknown underlying cause of one or more incidents.

• ITIL Objective: – Diagnose root cause of incidents and determine resolution; Eliminate

recurring incidentsrecurring incidents

Problem Management문제해결까지의흐름문제해결까지의흐름

최종사용자·리스폰스의분석의분석

SQL 튜닝

퍼포먼스저하! 데이타베이스층

ADDM로분석

·문제가있는 URL는?·어느Web 서버가느린가?·어느도메인으로부터의액세스가느린가?

리퀘스트·퍼포먼스의분석

ADDM로분석

·어느처리가느린가?·어느 SQL가느닌가?

어플리케이션서버층

AD4J로분석

·문제가있는 URL는?·서버측의어느처리가느린가?

·어느 Servlet, JSPEJB가느린가?

Problem Management톱 다운 어프로치에의한문제의근본원인분석톱 다운·어프로치에의한문제의근본원인분석

• 일관된 Oracle의테크놀로지·스택과 Oracle Enterprise Manager 의협업을통해,시일관된 Oracle 의테크놀로지 스택과 Oracle Enterprise Manager 의협업을통해, 시스템이문제근본원인을어플리케이션의시점으로부터분석가능(톱다운·어프로치)– 산재된테크놀로지·스택에서는, 문제의근본원인은각 Tier 마다조사가필요

서비스가정지하고있는원인을분석해표시

업무시스템

BPEL 서버

자동으로분석스텝으로부터근본

어플리케이션서버

원인을검출

데이터베이스서버

• Oracle Enterprise Manager 에의한시스템의복수의층 (데이타베이스, 미들웨어)에대한통합적인운용관리

EM: Problem Diagnostics

Focus historical data on the time period when performance problems were reported…

Time period when performance problems

were reportedp


Use corresponding ADDM performance findings during that time period to find root cause…

Poorly written SQL

identified


Use SQL Tuning Advisor to get recommended solution

Recommendations

EM : Problem Diagnostics

• View the infrastructure, system and service topology– View dependencies between service and infrastructure

• Root cause analysis– By checking the status of key components of the underlying technology stack

Siebel Help Desk: Problem workflow

SR Type = Problem

Associate Incidents toAssociate Incidents to Problem


ProblemManagement

EM HD

ChangeManagement

g

Incident

EM HDEM HD



EM EM


ReleaseManagement


Change Management

• In ITIL terminology, a ‘change’ is defined as :

The addition, modification or removal of approved supported or baselined hardwareapproved, supported or baselined hardware,

network, software, application, system, desktop or associated documentation.

• ITIL Objective :– Minimize the impact of change-related incidents through standardized

dprocedures

Planning

Change Management

• Change request records …b l ifi d di t i it d• can be classified according to priority and

category• contain status information• can be linked to configuration items• can be linked to and routed to support

employeesemployees• permit the recording of post implementation

assessment and review informationTime and date will be automatically recorded• Time and date will be automatically recorded in the change request record

• Change requests can be authorized or j t drejected

• Communication of authorization or rejection is automated

What has Changed? “When things stop working the first thing we do is try to figure out what“When things stop working the first thing we do is try to figure out what has changed” – Call Center DBA

• Single interface for viewing change history

• Rich filters• Rich filters– View by target, date, parameter,

category, etc. • Ability to save print and export• Ability to save, print and export

results

Change History

• Facilitates Change Verification and Problem Resolution

• Single interface for viewing ‘all’ changes• Rich filters:

– By target, date range, specific configuration parameters, type of change etc.

• Ability to save, print and export results

Change Request and Prioritization


ProblemManagement

EM HD

ChangeManagement

g

Incident

EM HDEM HD



EM EM


ReleaseManagement


Configuration Management

• According to ITIL :

Configuration Management provides a logical model of the infrastructure or a service by identifying controlling, maintaining and verifying the versions of Configuration Items (CI) in existence y g g

and their relationships to each other.

• ITIL Objectives:– Account for all the IT assets & configurations within the organisation & its

servicesservices– Provide accurate information on configurations, Configuration Item (CI) status

and history, CI relationshipsProvide a sound basis for Incident Problem Change & Release Mgmt– Provide a sound basis for Incident, Problem, Change & Release Mgmt.

Configuration Management일상적인운영작업의자동화

② EM으로최신정보나변경이력을확인③시스템전체의패치상태를확인

Oracle 업무시스템C

일상적인운영작업의자동화

Oracle고객지원사이트

업무시스템C

HTTPサーバー업무시스템B

HTTPサーバー업무시스템A

BPELサーバー

BPELサーバー

Internet패치정보

アプリケーションサーバー

アプリケーションサーバー

패치정보データベースサーバー

データベースサーバー

구성관리데이타베이스(CMDB) ①모든구성정보를 EM으로관리(CMDB) ①모든구성정보를 EM으로관리

Configuration Management구성정보의단일화구성정보의단일화

문제의사전예방이나시큐리티강화를위한구성계획철저와구성정보단일화

• 시스템을구성하는모든컴퍼넌트상태와그변화를정기적으로자동체크

– 소프트웨어의버젼

– OS나데이타베이스의파라미터등의각종설정등

인스톨된소프트웨어

소프트웨어의

• 구성통계• 구성리포트OS 나데이타베이스의파라미터등의각종설정등 소프트웨어의

버젼관리

S/W나H/W 의구성

• 폴리시• 폴리시위반리포트

구성의변경이력

구성의baseline

초기화파라미터의변경이력관리

구성 관리 데이타베이스 (CMDB)

초기화파라미터의비교 설치가끝난소프트웨어의버젼관리

Configuration Management실시간으로구성변경을캡쳐

• 어플리케이션의변경을리얼타임에가까운빈도로감시

실시간으로구성변경을캡쳐

운빈도로감시– 데이타베이스, 미들웨어, 비즈니스어플리케이션에적용하는템플릿을제공

• 구성의감사구성의 사– 변경(누가, 무엇을, 언제, 어디서)을기록

• 변경관리툴과의통합– Remedy Peregrine등의외부변경관리툴Remedy, Peregrine등의외부변경관리툴에정보통지

Knowing What You Have I f ti i K

• Periodic and on demand Collection

Information is Key

– Oracle Software (Database, Middleware, Packaged Applications, Enterprise Linux)

– Hardware, OS, Virtual Servers and VM’s– Third party software– Network and Storage

• Integration– Management Views– Import and ExportImport and Export

Managing Configuration DriftC fi ti CConfiguration Compare

• Any combination: “gold configuration”, snapshot, live system

• 1-to-N scheduling

• Compare across EM i tenvironments

Slice and Dice C fi ti S h

• Entire Stack

Configuration Search

– Software Installation– Database– OS and Hardware– Middleware– Packaged Applications

• Out of the BoxOut of the Box– Configuration Parameters– Patches and Versions

Feature Usage etc– Feature Usage etc.• Search using SQL


ProblemManagement

EM HD

ChangeManagement

g

Incident

EM HDEM HD



EM EM


ReleaseManagement


Release Management

• ITIL Objective: – Plan, design, build, configure, test and successfully rollout software releases

based on standardized procedures– Ensure all rolled out CIs are traceable via CMDB

Release Management

소프트웨어이미지

보존• Flexible Definitive Software Library (DSL)

t d i t기존의 RAC

확장

+보존

이미지의배포에의한확장·신규작성

management and maintenance• Creation, scheduling, and management of SW

releases• Patch update 확장

신규의 RAC

복사• Patch update• Complete release • Package release

• Version control Maintains release package• Version control Maintains release package Status and Maturity

• Distribution and installation of release and software packages

CPU에번들된SQL의실행패치의적용커스텀스크

립트의실행

패치를타겟호스트에게staging적용개

시!적용종료!

software packages• Monitoring and reporting on distribution and

installation

업그레이드모드로인스턴스

기동

인스턴스·청취자의정지

패치를해동

g g

Metalink로부터패치를취

득

인스턴스의정지

시! 료!

기동득

Definitive Software Library

Standardized Processes:Deployment ProceduresDeployment Procedures

• Out-of-box best practicesP hi (Si l I )– Patching (Single Instance....)

– Provisioning (Single Instance, Initial RAC, Extend Cluster, ...)

E t ibl• Extensible• Reusable-integrated with the software

library• Controlled execution

– Enabling and disabling of steps – Ability to run in serial or in parallely

Summary

ProblemManagement

EM HD

ChangeManagement

g

Incident

EM HDEM HD



EM EM


ReleaseManagement


ITIL Certification

• As part of the Enhanced Service Support Certification, Oracle IT Service M t S l ti d Pi kV if ™ i th f ll iManagement Solution pursued PinkVerify™ in the following process areas:– Incident Management

P bl M– Problem Management– Configuration Management– Change Management– Release Management– Service Level Management

• Oracle’s ITSM solution consists of:– Siebel HelpDesk 8.0– Oracle Enterprise Manager– Oracle Business Intelligence

Documents

OlITSMR dtblOracle ITSM Roundtable IT … · and change documentation ... •Alert나리포트기능등오라클제품과같이Enterprise Manager ... IBM DB2 Database,Microsoft SQL