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1、,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,MOF过程模型概述,过程模型的作用,The MOF process model Facilitates consistent IT service management across service solutions Establishes a structure for IT functions,
2、 processes, and procedures Represents a life cycle approach,Basic Model Concepts,Release life cycle Quadrants(象限) Operations management reviews (OMRs) Service management functions (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,Release Life Cycle,The circle and arrows represent the concept of the itera
3、tive life cycle of a service solution MOF focuses on the service solution as the central “unit of work”,MOF Process Model Quadrants,Process model has four quadrants Changing quadrant assesses impact of and implements changes Operating quadrant operates, maintains, and manages service solutions Suppo
4、rting quadrant identifies and corrects incidents and problems Optimizing quadrant evaluates, models, and improves service solutions Each quadrant has a unique mission of service,MOF Operations Management Reviews,Key management checkpoints that structure quality and measurement into the service solut
5、ion release life cycle Event-based and interval-based management reviews(两种类型) Event-based Release approved review Release readiness review Interval-based Operations review Service level agreement review,MOF Service Management Functions,Underlying processes and procedures within each MOF quadrant th
6、at support the mission of service for that quadrant 20 SMFs that are arranged in one of four MOF quadrants Each SMFs primary mission supports home quadrant, but cross-quadrant in nature,SMF, Processes, Procedures, and Tasks,Service Management Function,Process 1,Process 2,Process 3,Procedure 1,Proced
7、ure 2,MOF SMFs and ITIL Overlay,变更象限,Changing Quadrant Mission of Service,Mission of service: the effective introduction of approved changes into the IT environment quickly and with minimal disruption of service Changes in technologies, systems, applications, hardware, tools, etc. Changes in process
8、es and in roles and responsibilities Constituent objectives Effectively respond to genuine business need and demand Maintain managed environments in a known state Manage change(s) as a quantifiable and qualitative package Smoothly deploy reliable new services,Change Management SMF,Objectives Respond
9、 to business requirements Introduce new and updated products, services, and components Improve reliability of IT services Key concepts Request for change (RFC) Change advisory board (CAB) Standard and urgent (fast track) change processes,Configuration Management SMF,Objectives Track components of th
10、e IT infrastructure Maintain configuration information for IT-related components Key concepts CMDB the repository for all components (services, hardware, software, people, documentation, incidents and problems, service level agreements, etc.) Configuration items (CIs), attributes, and relationships
11、Configuration management activities identifying, controlling, tracking, and auditing The definitive software library (DSL) software storage and protection,Release Management SMF,Objectives Deploy reliable services smoothly Ensure that the environment is secure and in a known state Key concepts Relea
12、se plan Building, testing, evaluating Coordination and communication Pilot staging,变更象限中SMF的内在关系,Release Readiness Review,Objective Go/no-go decision on: “Operational-ability” of the service solution Operations and support staffs preparedness Completeness of the release-to-production plan Tested bac
13、k-out plan Timing Event-based Checkpoint on per-release basis,Release Readiness Review: 输入和成果,Inputs Previous lessons-learned documents Stakeholder(s) pre-work reports and metrics Service solution specification and operations guides Deliverables Sign-off on test summary reports Sign-off on deploymen
14、t and installation plan Sign-off on contingency (roll back) plan Sign-off on deployment communication plan Target-environment readiness checklist: Assessment of impacts on other systems Operations support staff preparedness Hardware and software completeness,操作象限,Operating Quadrant Mission of Servic
15、e,Mission of service: the efficient execution and monitoring of the daily operational tasks and activities required to effectively run an IT service Constituent objectives Achieve and maintain service levels within stated requirements (SLAs and OLAs) Ensure that IT operating standards, processes, an
16、d procedures are applied to newly introduced service solutions Proactively respond to changing conditions before support incidents occur Automate, automate, automate,System Administration SMF,Objectives Function as driving SMF for operating quadrant and operating SMFs Perform day-to-day administrative functions User and group account management Administration of computing and network resources Key concepts Centralized administration Remote administration Delegated administration Distributed
