Transcript Multi-layer ICT management

Multi-layer ICT Management
Presented by
Andy Park
Introduction
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There is no one RIGHT way to manage ICT.
There is no WRONG way to manage ICT.
The ideas presented here are personal.
They have taken shape over many years.
ICT management is often erratic.
ICT management can be organized.
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How do you think it should be done?
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Hierarchy?
Divisions?
Departments?
Groups?
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Whichever way you look at it:
• Identify “blocks”.
• Set up communication between “blocks”.
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Have you considered layers but
with good communication?
• Divide ICT management into layers.
• Good communication is essential.
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Firstly
• Each layer involves HW, SW and people.
• And the layers are:
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1) The user layer
• The (end) customer.
• Everything needed to look after the customer.
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1a) The customer could be:
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A group of users.
A department.
A company.
Company relations (EDI).
Developers.
The outside world (via internet etc.).
BISL “Focus”
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1b) Looking after the customer
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User management.
Customer relations.
Security.
Helpdesk.
Maybe even sales, marketing of ICT services.
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2) The application layer
• Everything the users directly interacts with.
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2a) The application layer
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Office tools.
Printing, plotting, scanning.
General applications.
ERP/MRP/CRM.
Development tools and compilers.
ICT support tools.
Factory/Laboratory automation software.
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2b) The application layer
• Functional application management
– Functional specification
• Technical application management
– Software development
– Software management (SW C&D)
ASL “Focus”
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3) The data layer
• Data is what the applications process.
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3a) The data layer
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Database management.
File and disk management.
Tape management / backups.
HSM, RAID, SAN, NAS.
File shares.
Middleware (data access) products.
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4) The system layer
• The basic environment to run the applications.
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4a) The system layer
• Clients (Terminals, PC’s, Tablets,
Smartphones, Virtual Desktops, ATM’s).
• Servers, CPU, Memory.
• Operating systems.
• Special peripherals.
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5) The infrastructure layer
• Everything to connect the pieces.
– Network.
– Environment.
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5a) The network
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Network management.
Cables, switches, routers, hubs, bridges.
Firewalls.
TCP/IP, SNA, DECnet, OSI.
Telephone.
WWW.
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5b) The environment
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Electricity, gas, water. (Coffee?)
Cooling, heating.
Rooms.
Fire prevention.
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To summarize
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The user layer.
The application layer.
The data layer.
The system layer.
The infrastructure layer.
• But this is not the end of the story!
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Major advantages
• Good foundation for costing.
– € per m2, per CPU unit, per GB, per application
• The right experts working together.
• Experts doing their own job.
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Major disadvantages
• Requires trust that each layers does its job.
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(Management) Communication
• The layers are not independent.
• Without some sort of communication
nothing happens.
• You need to recognize and understand the
processes involved.
• Each process covers ALL the layers.
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ITIL
• Information Technology
Infrastructure Library.
• A set of concepts on which to design your
own ICT management processes.
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ITIL groups
• The service support group.
– daily work.
• The service delivery group.
– vision for the future.
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Service support
• The processes involved with the day to day
running of ICT.
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Service support
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Configuration management.
Incident management.
Problem management.
Change management.
Software control and distribution.
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Configuration management
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What are our assets (HW, SW and People)?
What are the relations between assets?
What needs registering?
Keeping information up to date.
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Incident management
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Identifying incidents (by tools).
Identifying incidents (from customers).
Helpdesk - contact with customer.
Keeping track of who is “solving” incident.
When is an incident a problem?
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Problem management
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Working out what is the real problem.
Finding solutions.
Defining “Known errors”.
Generating “request for change”.
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Change management
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Processing Request for change.
Planning.
Is it worth doing?
What are the consequences?
What are the priorities?
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Software control and distribution
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Keeping track of SW versions.
Who needs which version?
Who has which version?
How to get new versions where they are
needed.
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Service delivery
• The processes involved with the long term.
• Where are we going?
• What are our goals?
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Service delivery
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Service level management.
Customer liaison.
Cost management.
Capacity management.
Availability management.
Contingency planning.
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Service level management
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Analysis and evaluation of services.
Creation of “service catalog”.
Creation of “Service Level Agreements”.
SLA is the result of discussions between
customers and ICT.
• Setting up reporting.
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Customer liaison
• General discussion with customer at high
level.
• Future plans.
• What’s going wrong.
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Cost management
• Identify what everything is really costing.
• Calculation of what (new) things will really
cost. (not just purchase price).
• Possibility of invoicing customers.
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Capacity management
• How are resources being used?
• Identification of when expansion will be
required.
• What will a new service need?
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Availability management
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When are services required?
When can we do maintenance?
How reliable do things need to be?
What are the consequences if something's
not available?
• Security issues.
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Contingency planning
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What can go wrong?
Should we allow for it?
What are we going to do about it?
Everything from just making a backup to
having hot standby external computer sites.
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The User Layer (BISL)
The Application Layer (ASL)
The Data Layer
The System Layer
The Infrastructure Layer
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ITIL
Map ITIL on management layers
Summary
• Now you know what you are managing and
how.
• What = the ICT management layers.
• How = the ICT processes.
• Do you have the knowledge, tools, and
people to “get organized”?
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