Transcript What a DBA Should Know about ITIL

What a DBA should know
about ITIL
Mike Sniezek
Mike Sniezek – BMC Software
Agenda
• Introduction and Disclaimer
• Why - What - When – How – Where - ITIL
• Where you fit in
• Nothing Like an Example
• Questions
Mike Sniezek – BMC Software
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Introduction and Disclaimer
• My perspective and information really comes from spending
time with many companies IT organizations both large and
small but honestly mostly enormous organizations.
• They all are looking or moving to a set of standards ITIL being
the most popular.
• You need to justify a standard to solve problems. Everyone
organization has problems. Based on my experience the
biggest value of implementing a standard is finding all the
problems you didn’t know about. DBAs find allot of problems.
Mike Sniezek – BMC Software
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Why Change
• Leaps of faith
• This should work or even I hope this works!
• Proactive monitoring why – the users always let us know
• When this happens again I’ll remember
• It must be the developer everything looks fine
• I don’t need any advise from that guy
• We just need more stuff – hardware – software……\
Mike Sniezek – BMC Software
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Standards – WHY?
• Quality Systems
• ISO 900x,TQM,EFQM,Six Sigma, Malcolm Baldrige, Theory of
Constraints, Statistical Process, Control, Deming, etc..
• Process Frameworks
• IT Infrastructure Library, Meta Models, IBM Processes, EDS Digital
Workflow, Microsoft MOF, Telecom Ops Map Etc..
• What is not defined cannot be controlled
• What is not controlled cannot be measured
• What is not measured cannot be improved
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Motivation For ITIL - WHY
• The mystery between business and information management.
• When upper management does not understand why IT is
doing something it’s a mystery. When IT does not understand
why upper management is doing something it’s a mistake.
• Money or the concept of making money is often lost between
internal organizations because of lack of communication and
especially lack of process.
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I. T. Culture
• Technology focused – isolation even between IT groups.
• Service focused – look at an application end to end but few
applications live in isolation.
• Customer focused – a strategy focused on the customer,
internal department just like an outsourced group of services.
• Business focused – viewed as a partnership
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WHY do I care?
• You meet our SLA agreements and no one is really happy.
• You can’t really discuss that project because Jack’s away.
• You spend forever fixing the wrong problem. (what do I mean)
• I hate surprises
•
•
•
•
Complexity of applications and interaction with multiplatform and data types
Everything requires 24 x 7
Data is growing now exponentially
4000 servers need an upgrade by Wednesday
• Nothing is getting smaller or fewer.
• More data – greater complexity - less time – fewer resources
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Objective
• Three Key Objectives of ITIL
• Align IT services to meet the needs of business and customers
• Improve quality of IT service delivery
• Reduce the long-term cost of services
• IT is complex and a common methodology is needed to manage for
today’s level of complexity and to just cope with the increase in
complexity for the future. Promotes a common language of
communication within a business.
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ITIL – What is IT?
• It’s a bunch of books.
• It’s a library of a defined set of best practices or processes
that you can decide to implement some or all elements.
• ITIL is recognized as the de facto standard for IT Service
Management
• ITIL is a best practices framework. Kind of..
• ITIL has a strong relationship with the ISO9000 quality framework
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Language - Defined
•
Incident.
•
Any event that is not part of the standard operation of a service and causes, or may cause, an
interruption to, or a reduction in, the quality of service.
•
Problem.
•
The undiagnosed root cause of one or more incidents.
•
Known error.
•
An incident or problem for which the root cause is known and a temporary workaround or a
permanent alternative has been identified. If a business case exists, an RFC will be raised, but—
in any event—it remains a known error unless it is permanently fixed by a change.
•
Major incident.
•
An incident with a high impact, or potentially high impact, which requires a response that is above
and beyond that given to normal incidents. Typically, these incidents require cross-company
coordination, management escalation, the mobilization of additional resources, and increased
communications.
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Houston we have a Problem
No
You have an incident
No….Houston we have a problem!
A common language avoids confusion
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ITIL – The Big Picture
ITIL Service Management
Service Support
Service Delivery
Service Desk (function)
Service Level Management
Incident Management
Financial Mgt of IT Services
Problem Management
Capacity Management
Configuration Management
IT Service Continuity Mgt
Change Management
Availability Management
Release Management
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Support and Service
• ITIL is organized into a series of sets, which themselves are
divided into two main areas: service support and service
delivery.
• Service Delivery
• What services must the data center provide to the business to
adequately support it.
• Service Support
• How does the data center ensure that the customer has
access to the appropriate services
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Service Support
• Service Support comprised those disciplines that enable IT
Services to be provided effectively. These are broadly
concerned with delivering and supporting IT services that are
appropriate to the business requirements of the organization.
• Service Support is divided into:
•
•
•
•
•
•
Change Management
Release Management
Problem Management
Incident Management
Configuration Management
Service Desk
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Service Delivery
• Service Delivery is the management of the IT services
themselves, and involves a number of management practices
to ensure that IT services are provided as agreed between
the Service Provider and the Customer. Essentially, service
providers need to offer business users adequate support:
Service Delivery covers those issues which must be taken
into consideration to ensure this.
• Service Delivery is divided into:
•
•
•
•
•
IT Financial Management
IT Continuity Management
Capacity Management
Availability Management
Service Level Management
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Service with a  - Consistent Definitions
•
Service request.
•
Requests for new or altered service. The types of service requests vary between organizations,
but common ones include requests for information (RFI), procurement requests, and service
extensions. Requests for change (RFC) may also be included as part of service request.
•
Service.
•
A business function deliverable by one or more IT service components (hardware, software, and
facility) for business use.
•
Service catalog.
•
A comprehensive list of services, including priorities of the business and corresponding SLAs.
•
Service level agreement.
•
A written agreement documenting the required levels of service. The SLA is agreed on by the IT
service provider and the business, or the IT service provider and a third-party provider.
•
Service level management.
•
The process of defining and managing through monitoring, reporting, and reviewing the required
and expected level of service for the business in a cost-effective manner.
•
Service level objectives.
•
Objectives within an SLA detailing specific key expectations for that service.
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Service Support
Service
Desk
Single point of contact
Change
Mgmt
Approve and
manage
Incident
Mgmt
Hey – this happens allot
Release
Mgmt
Make sure it
Gets done
Problem
Mgmt
Is this an error or a problem
Configuration Keeping track of CIs
Mgmt
CMDB
Mike Sniezek – BMC Software
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How Does a DBA fit in
Mike Sniezek – BMC Software
Responsibilities – No change
• Database Security
• Database Change Management
• Database Performance
• SQL
• State of Tables
• Parameters and Sizing
• Database Recovery
• Application Failure
• Disaster Recovery
• Database or software failure
• Interaction with Development
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DBA and Service – Example
• Problem management has found response time is consistently bad on a
customer information system around the middle of every month and then
suddenly the problem goes away.
• How do they know – the number of help desk incidents registered on the
customer information system.
• What has it got to do with you. The database you manage is listed as an
asset of the CI in the CMDB.
• What are you supposed to do?
• Believe it or not they are trying to to turn this problem into an error even a
known error.
• You investigate and you note that a great number of updates hit that
database and the reorganization is scheduled the third week of every
month.
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Example Continued - Now we have a
Known Error
• What can make this error go away?
• Based on your knowledge you go with a REORG on some primary
tables every week instead of every other week.
• Request For Change (RFC) would go to Change Management
• Implementation Management would ensure the change was
implemented
• Post Implementation review would be scheduled
• You would still do all the same task you do today without ITIL.
• With ITIL all this is tracked.
• Also
• Mean-Time-To-Repair (MTTR)
• Mean-Time-Between-Failure (MTBF)
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Incident Management
• “Restore normal service
operation as quickly as
possible and minimize the
adverse impact on business
operations, thus ensuring that
the best possible levels of
service quality and availability
are maintained”
• The DBA – might get a call
• Reactive, Break-fix
• Database down, Database slow,
Job failure, Schema Changes,
Add users
• Service Desk, Call Center,
Ticketing System, P1, SEV-1
• 24x7, Remote Access, VPN
•
•
A report problem or complaint.
Help desk – Service desk etc.
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Problem Management
• “Minimize the adverse impact
of Incidents and Problems on
the business that are caused
by errors within the IT
infrastructure, and to prevent
recurrence of Incidents related
to these errors”
•
• DBA – May interact with
consistent problems
• Proactive, Root Cause Analysis,
Post-Mortem, Trend Analysis
• This is separate from Incident
Management
Remember my example they find the
problems and turn them into errors.
Some DBA may be directly involved
with this group.
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Configuration Management
• “Provide accurate information on
configurations and their
documentation to support all the
other Service Management
processes”
• They own everything and when a
change goes in they are responsible for
making sure the CMDB reflects the
change as well they will have a PIR
Post Implementation Review and
someone from the DB group should be
involved
Mike Sniezek – BMC Software
•
The DBA will know how and when
the DB is accessed and should
get this information to this group
•
How does Server A differ from
Server B?
•
Who has access to Server A?
•
Environmental….UNIX /
Mainframe / Windows…….
•
Which patches have been applied
to this CRM environment?
•
When does the Support Contract
expire?
•
Who is the Business Owner?
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Change Management
• “Ensure that standardized
methods and procedures are used
for efficient and prompt handling of
all Changes, in order to minimize
the impact of Change related
incidents upon service quality, and
consequently to improve the dayto-day operations of the
organization”
• A change would have been defined an
RFC and if it involved a database you
should have someone involved in the
review of the change.
• Change Management is not project
management, however it is responsible
for this change being done and being
done on time.
Mike Sniezek – BMC Software
•
DBA will be involved if not on the CAB
team
•
Risk Analysis, ROI Analysis
•
Pre-Test Plan
•
Pre-Communication Plan
•
Pre-Signoffs
•
Backup Plan
•
Execution Plan
•
Backout Plan
•
Post-Test Plan
•
Post-Communication Plan
•
Post-Signoffs
•
Documentation Updates
•
Contingency Plan Updates
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Release Management
• “Design and implement efficient
procedures for the distribution and
installation of Changes to I.T.
Systems”
• DBA will definitely work with this
group
• Installs
• Upgrades
• Patches
• Release management makes sure all
the players responsible for the change
are involved and coordinates with the
various departments on release
schedules testing etc. Again this is not
project management..
Mike Sniezek – BMC Software
• Database Change Management
• Impact
• Rollback
• etc
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Service Level Management
• “Maintain and improve I.T.
Service quality, through a
constant cycle of agreeing,
monitoring and reporting upon
I.T. Service achievements and
instigation of actions to
eradicate poor service – in line
with business or cost
justification”
•
•
•
• Today the DBA will be under some
SLA agreement but should have a
better understanding of priority
• Service Level Agreements
• Operational Level Agreements
• Satisfaction Surveys
Good old SLA and Operation
Level Agreement
Should maintain a service catalog
to understand if agreements are
being met
Should always be running a
Service Improvement Program
•
How to do things better or cheaper
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Financial Management
• “Provide cost-effective
stewardship of the I.T. assets and
resources used in providing I.T.
Services”
• Budget / Accounting - what it costs
to do business
• Everybody spends money these
guys track it
Mike Sniezek – BMC Software
• Hardware, Software,
Personnel, Facilities, Service
Contracts
• TCO, ROI, Budgeting,
Accounting, Charging
• Server Consolidation,
Standard Edition, Colocation,
Linux, Open Source
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Capacity Management
• “Ensure that cost-justifiable I.T.
capacity always exists and that it
is matched to the current and
future needs of the business”
• What they need now to run the
business and what they will need
in the future
• Measure of workload – how we
doing now
• Keep track of all resources
including employees and IT assets
• Performance management lands
here. Monitor and tuning.
• Should have a Capacity
Management Database for
analysis
Mike Sniezek – BMC Software
• The DBA will be involved in all of
theses task and provide data and
advice
• Monitoring
• Tuning!
• Capacity Planning
• Demand Management
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Continuity Management
•
“Support the overall Business
Continuity Management process
by ensuring that the required I.T.
technical and service facilities
(including computer systems,
networks, applications, technical
support and Service Desk) can be
recovered within required, and
agreed, business timescales”
•
•
• DBA will provide plans and criteria
• Disaster Recovery
• Contingency Planning
• Application Error or fallback
• Fire, earthquake, flood, power
failure
Responsible for understanding the
impact of the applications and
components of your IT department.
You will be involved in the Business
Impact Analysis of your databases and
there use by applications
Need to know all the assets, the
threats and possible vulnerabilities.
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Availability Management
•
“Understand the Availability
requirements of the business and
plan, measure, monitor and
continuously improve the
Availability of the I.T.
Infrastructure, services and
supporting organization to ensure
that these requirements are met
consistently”
• DBA - what do you need to get
where the business wants to go
• Availability is Job #1!
• High Availability, Hardware?
• Redundancy, RAC
• SAN, NAS, Active-Passive
Configuration
• Backups! Backups! Backups! Test!
Test! Test!
•
Design for availability – measure
MTTR and MTBF and my favorite
MTBSI
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Security Management
“The process of Security Managementis
required to establish the necessary
logical and physical security measures
to ensure (Confidentiality, Integrity
and Availability) C.I.A. of IT Systems
and information.”
• DBA – Day to day and compliance
standards
• Database Access and authorities
• Application access and database
and change management
• Audit access
•
•
Determine confidentiality, integrity
and availability of data
Physical security, technical security
and procedural security
Mike Sniezek – BMC Software
• Rules, Regulations and
Compliance
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What are the ITIL deliverables / goals of
the DBA function?
• Operational management tools
• Management reports and information
• Exception reviews and reports
• Review and audit reports
• Operational Document Library
• A stable, secure and resilient infrastructure
• A log or database or all operational events, alerts and alarms
• Fail-over and disaster recovery testing schedule
• Operational work schedules
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War Story – Small Company (IT <100)
• Pre ITIL
•
•
•
•
•
No standards for logging issues
No standard tool
Poor prioritization or escalation of issues
Lost tickets
No loop back on changes
• Changes were implemented with no measurement
• Phase 1 Incident Management (first 9 months)
•
•
•
•
Single point of contact
Standard tool across IT
Restricted access to create tickets
Assigned an Incident Process owner and coordinator
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War Story - Small Company
• Phase 2 Implemented Change Management
• Uniquely identify change
• Use RFC request for change
• Phase 3 Implement Change Management (2 years later)
•
•
•
•
•
•
Refine RFC
Create a CAB change advisory board
Assign a process owner and coordinator
Prioritize and categorize
Urgent – Standard – Minor – Medium – Major
Approval process
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War Story - Small Company
• Two years later
• Got real formal
• Acknowledgement – you can always do better
• Proof
•
•
•
•
•
95% of all incidents through one single point of contact
97% reduction of outstanding incidents in one year
Year one – 23% reduction in incidents
Year two – 35% reduction in incidents
Year three – 40% reduction in incidents
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Small Company – Savings?
• Cost Per Incident in dollars
• Level 1 – 25
• Level 2 – 200
• Level 3 – 500
• Reduced number of calls 2500
• Handled without escalation 1400
• Savings approx. 250,000.00 per year
• What’s wrong with this view of savings? Where are the
trucks?
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Implement What
• Adopting ITIL requires
•
•
•
•
adopting some new terminology
completely reinventing the organization
focus on a single ITIL process
include all ten.
• Staffing
• It might be staffed exclusively with internal resources or might rely
heavily on expert assistance.
• The approach taken to ITIL adoption will depend on the level
of nature of that adoption.
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Prioritize your time?
• I – Activities that are Important and Urgent e.g. Incident
Management
• II – Activities that are Important but not Urgent e.g.
Configuration Management
• III – Activities that are not Important but Urgent
• IV – Activities that are not Important and not urgent
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DBA ITIL Procedures
1.
Rate each ITSM focus area
2.
Rate the quality of each deliverable
3.
Decide what level you want to reach
4.
Determine how much work is involved
5.
Determine how much time you need
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Summary
ITIL is coming to your organization or has already arrived.
It’s better to be a head of the curve….get certified.
Your organization is dependent on IT. The better IT delivers services
the better your business will do.
Your job function will not really change with ITIL best practices, but
it will improve the quality of your organization.
The implementation of ITIL is not cheap or easy. However the IT
world we work in is not getting less complicated nor is it shrinking.
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Q&A
• Did you learn anything today?
• QUESTIONS
“It is not necessary to change. Survival is not mandatory.”
- Deming
• If you think of one ….my email [email protected]
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