Information Technology Infrastructure Library (ITIL) V3 for the Database Administrator. Timothy McAliley

Transcription

1 Information Technology Infrastructure Library (ITIL) V3 for the Database Administrator Timothy McAliley 1 ITIL V3 Framework 2 1

2 ITIL is Based on the enduring principle that Information Technology and Business can 3 Agenda What is ITIL V3 and Why is it Important? What ITIL V3 is NOT Benefits of ITIL V3 Role of the DBA in ITIL V3 Environments Challenges of the DBA in ITIL V3 Environments Getting Started/Next Steps References for more information 4 2

3 About Me: 11+ years in IT Currently work for Symantec Designed/Implemented: Change/Configuration Management Processes/Policies Business Continuity/Disaster Recovery Processes/Policies Release Management Processes/Policies Service Desk Operations (Incident/Problem Management) Production/Operations DBA for 8 years Florida State University Political Science Major Former USMC Enlisted/Former U.S. Army Commissioned Officer PMP, CISSP, CISA, CISM, ITIL V3 Foundations, MCT, MCITP/MCTS in SQL 2005/2008, Windows Me and ITIL: Came upon ITIL naturally* Chaotic and poorly organized work environments No discernable configuration management No discernable release management No operational framework No project management/development framework Limitedlines of communication with business operations *Note The stress related to the above bullets contributed to my acutely accelerated male pattern baldness. 6 3

4 What is ITIL V3? ITIL is a public framework that describes Best Practice in IT Service Management At its core, ITIL is a series of books published by the British Office of Government Commerce (OGC) ITIL V Books, covering all aspects of IT Service Provision ITIL V Books, consolidated within and quadrant style IT framework (began attractwide spread adoption) ITIL V Books, covering a continuous service lifecycle 7 What is ITIL V3? Based on 25 years of industry best practices Multi vendor input Can be traced back to IBM, early 1980s Standards established/maintained by UK s Office of Government Commerce Non Doctrinal Non Dogmatic Vendor Neutral Starting point for open dialogue ITIL V3 consists of 5 Volumes books describing best practices Service Strategy Service Design Service Transition Service Operation Continual Service Improvement 8 4

5 What is ITIL V3? ITIL V2 More of Service Quadrant Focus (2000) Change Management DB (CMDB) Service Support Service Delivery Security Management Application Management Planning to Implement Service Management IT Infrastructure Management Business Perspective Volume 1 Business Perspective Volume 2 ITIL V3 More of a Continual Flow (2007) Change Management System Service Strategy Service Design Service Transition Service Operation Continual Service Improvement 9 Describes: What is ITIL V3? Framework for IT Service Management Integrates into common business language Focus on IT service management as a commodity Awareness of the implications of implementing best practices Configuration Management Change Management Release Management Incident Response Service/Business Continuity Continual Service Improvement 10 5

6 Why is ITIL V3 Important? Currently in use by major organizations But is also scalable to small and medium organizations 11 Why is ITIL V3 Important? For Databases Administrators: Administrative Adaptation of Common Business Vernacular Working awareness of/input into IT Operations Framework Working awareness of team/functional integration Awareness of the implications of implementing best practices Technical Skills, Tools and Processes Responsible for ITIL Support Systems: Configuration Management Change Management Release Management Incident Response Service/Business Continuity Reporting 12 6

7 Why is ITIL V3 Important? For Databases Administrators (continued): Personal/Professional Growth Expansion of organizational input Increased involvement within IT and with Business Broadening of Professional Opportunities 13 ITIL V3 Framework 14 7

8 ITIL Process Areas and Functions Process Area ServiceStrategy Strategy Service Design Service Transition Service Operation Continual Service Improvement Function Businessneeds needs, Customerneeds needs, provide value How services are planned based on strategy Moving services into use, validating Use of service, service management Report, inform, feedback 15 ITIL Service Strategy A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. (Source: officialsite.com/publications/core.asp ) 16 8

9 ITIL Service Strategy Demand Management Financial Management Key Functions Strategy Generation Service Portfolio Management Key Roles and Responsibilities Business Relationship Chief Sourcing Officer Manager Product Manager 17 ITIL Service Design In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes. (Source: officialsite.com/publications/core.asp ) 18 9

10 ITIL Service Design ServiceCatalog Service Level Management Capacity Management Key Functions Availability Management Service Continuity Information Security Management Supplier Management 19 ITIL Service Design Key Roles and Responsibilities ServiceDesign Manager IT ServiceContinuity Manager IT Designer/Architect Capacity Manager Service Catalog Manager Information Security Manager Service Level Manager Supplier Manager Availability Manager 20 10

11 ITIL Service Transition Service Transition provides guidance and process activities for the transition of services in the operational business environment. It covers the broader, long term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of on going operational services are considered. (Source: officialsite.com/publications/core.asp com/publications/core asp ) 21 ITIL Service Transition Knowledge Management Change Management Asset and Configuration Management Release and Deployment Management Key Functions Transition Planning and Support Service Validation and Testing Evaluation Key Roles and Responsibilities Usually Shared Across Teams 22 11

12 ITIL Service Operation Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day to day basis. (Source: officialsite.com/publications/core.asp ) 23 ITIL Service Operation Incident Management Problem Management Event Management Request Fulfillment Access Management Key Functions Operations Management Service Desk Management Application Management Technical Management IT Operations Management Key Roles and Responsibilities Assigned to IT Operations Team (DBAs are usually here) 24 12

13 ITIL Continual Service Improvement Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement. (Source: officialsite.com/publications/core.asp ) 25 ITIL Continual Service Improvement 7 Step Improvement Process Step 1 Define what you should measure Step 2 Define what you can measure Step 3 Gather the data Step 4 Process the data Step5 Analyze the data Step 6 Present and use the Information Step 7 Implement corrective action 26 13

14 ITIL Continual Service Improvement Service Measurement Service Reporting Key Functions Service Improvement CSI Manager Key Roles and Responsibilities 27 ITIL V3 Framework 28 14

15 ITIL Process Areas and Functions Process Area ServiceStrategy Strategy Service Design Service Transition Service Operation Continual Service Improvement Function Businessneeds needs, Customerneeds needs, provide value How services are planned based on strategy Moving services into use, validating Use of service, service management Report, inform, feedback 29 Key ITIL V3 Systems Service Strategy Project Management, Accounting Management Service Design Capacity Management Systems, Availability Management, Security Management Systems, Supplier Contract Database Service Transition Configuration Management Systems, Service Asset Tracking Systems, Knowledge Management Systems, Release Management Systems Service Operations Service Desk Systems, Configuration Management Systems Continual Service Improvement Reporting Systems 30 15

16 What ITIL V3 Is NOT What ITIL is NOT An Organizational Certification, Accreditation, Control Framework, or Proprietary Standard d ISO (IT Service Management) ISO (IT Security Management) Capability Maturity Model Integration (CMMI) Control Objectives for Information and related Technology (COBIT) Microsoft Operations Framework (MOF) A Regulatory Compliance Framework Sarbanes Oxley (SOX) Payment Card Industry (PCI) Heatlh Information Portability and Accountability Act (HIPAA) 31 I What ITIL V3 Is NOT having said that

17 I What ITIL V3 Is NOT Individuals can obtain ITIL V3 Certification 33 What ITIL V3 Is NOT.and having said a bit more. Software Vendors obtain level standards for ITIL applicability Olympic/Metallurgic achievement model Gold Silver Bronze 34 17

18 Benefits of ITIL V3 #1 Benefit is that the applied best practices can reduce the number of untracked, ad hoc changes and of course. 35 Benefits of ITIL V3.the dreaded unplanned walk up 36 18

19 Benefits of ITIL V3.and the unauthorized change 37 Benefits of ITIL V3 Scalable/Flexible Reduced risks Increased traceability for changes Reduced issues/problems from changes Reduced change collision Robust change management system Life cycle management Defines process for continual improvement 38 19

20 Role of the DBA in ITIL V3 Environments DBAs play a key technical role in the Change Management System / CMDB and other ITIL support systems: Financial/accounting information Life Cycle Management Service Management Release Management Systems Project Management Systems Other Vendor turn key solutions (HA!..have to chuckle) 39 Challenges of the DBA in ITIL V3 Environments Tactical Strategic Institutional Technical Cultural Political Financial 40 20

21 Challenges of the DBA in ITIL V3 Environments f What if you are the only one talking process? 41 Challenges of the DBA in ITIL V3 Environments Get out in Front of ITIL Become a process expert Evangelize process Remain actively engaged Use it to your advantage Take key role in reporting on metrics Work with the business units to coordinate ROI validation Know your applicable compliance controls 42 21

22 Getting Started/Next Steps Scaled Implementations you don t have to implement all of it Know K the Problem Know what you have Inventory Systems/Configurations Best place to start Issue Tracking/Ticketing System Maximize/Leverage Automation Change Management System Establish an audit framework Establish/enhance lines in intra/inter departmental communication Establish /enhance system reporting Be ready to develop/qualify metrics ROI, System Uptime, Issues, etc. 43 Getting Started/Next Steps Service Desk Example #

23 Getting Started/Next Steps Service Desk Example #2 45 Getting Started/Next Steps Service Desk Example #

24 Getting Started/Next Steps Sample Change Management Model 47 Closing/Summary What ITIL V3 and Why is it Important? What ITIL is NOT Benefits of ITIL V3 Role of the DBA in ITIL V3 Environments Challenges of the DBA in ITIL V3 Environments Getting Started/Next Steps 48 24

25 Ultimately ITIL V3 can help make your lives easier. we work for. in dealing with whom and with whom we work 49 References for more information For a copy of this presentation: me or check my blog at HP, Dell, IBM all have ITIL portals/information Best Management Practice: management practice.com/it Service Management ITIL/ Office of OGC ITIL Site: officialsite.com/home/home.asp 50 25