从管理和运营的角度看IT4

://从管理和运营的角度看IT4.MOF过程模型://从管理和运营的角度看IT系列讲座介绍1.MOF简介2.MOF理论基础-上3.MOF理论基础-下4.MOF过程模型5.MOF团队模型6.MOF风险管理原则://今日议程MOF过程模型概述变更象限操作象限支持象限优化象限过程模型概述过程模型的作用TheMOFprocessmodelFacilitatesconsistentITservicemanagementacrossservicesolutionsEstablishesastructureforITfunctions,processes,andproceduresRepresentsalifecycleapproachReleaselifecycleQuadrants(象限)Operationsmanagementreviews(OMRs)Servicemanagementfunctions(SMFs)过程模型的准则结构化体协结构快速生命周期评估驱动管理嵌入式风险管理ThecircleandarrowsrepresenttheconceptoftheiterativelifecycleofaservicesolutionMOFfocusesontheservicesolutionasthecentral“unitofwork”ProcessmodelhasfourquadrantsChangingquadrant–assessesimpactofandimplementschangesOperatingquadrant–operates,maintains,andmanagesservicesolutionsSupportingquadrant–identifiesandcorrectsincidentsandproblemsOptimizingquadrant–evaluates,models,andimprovesservicesolutionsEachquadranthasauniquemissionofserviceKeymanagementcheckpointsthatstructurequalityandmeasurementintotheservicesolutionreleaselifecycleEvent-basedandinterval-basedmanagementreviews(两种类型)Event-basedReleaseapprovedreviewReleasereadinessreviewInterval-basedOperationsreviewServicelevelagreementreviewUnderlyingprocessesandprocedureswithineachMOFquadrantthatsupportthemissionofserviceforthatquadrant20SMFsthatarearrangedinoneoffourMOFquadrantsEachSMF’sprimarymissionsupportshomequadrant,butcross-quadrantinnature://://变更象限–MissionofServiceMissionofservice:theeffectiveintroductionofapprovedchangesintotheITenvironmentquicklyandwithminimaldisruptionofserviceChangesintechnologies,systems,applications,hardware,tools,etc.ChangesinprocessesandinrolesandresponsibilitiesConstituentobjectivesEffectivelyrespondtogenuinebusinessneedanddemandMaintainmanagedenvironmentsinaknownstateManagechange(s)asaquantifiableandqualitativepackageSmoothlydeployreliablenewservicesObjectivesRespondtobusinessrequirementsIntroducenewandupdatedproducts,services,andcomponentsImprovereliabilityofITservicesKeyconceptsRequestforchange(RFC)Changeadvisoryboard(CAB)Standardandurgent(fasttrack)changeprocessesObjectivesTrackcomponentsoftheITinfrastructureMaintainconfigurationinformationforIT-relatedcomponentsKeyconceptsCMDB–therepositoryforallcomponents(services,hardware,software,people,documentation,incidentsandproblems,servicelevelagreements,etc.)Configurationitems(CIs),attributes,andrelationshipsConfigurationmanagementactivities–identifying,controlling,tracking,andauditingThedefinitivesoftwarelibrary(DSL)–softwarestorageandprotectionObjectivesDeployreliableservicessmoothlyEnsurethattheenvironmentissecureandinaknownstateKeyconceptsReleaseplanBuilding,testing,evaluatingCoordinationandcommunicationPilotstaging变更象限中SMF的内在关系ObjectiveGo/no-godecisionon:“Operational-ability”oftheservicesolutionOperationsandsupportstaffs’preparednessCompletenessoftherelease-to-productionplanTestedback-outplanTimingEvent-basedCheckpointonper-releasebasis:输入和成果InputsPreviouslessons-learneddocumentsStakeholder(s)’pre-workreportsandmetricsServicesolutionspecificationandoperationsguidesDeliverablesSign-offontestsummaryreportsSign-offondeploymentandinstallationplanSign-offoncontingency(rollback)planSign-offondeploymentcommunicationplanTarget-environmentreadinesschecklist:AssessmentofimpactsonothersystemsOperationssupp