mestrado em engenharia informá>ca e de computadores master ... · today it service management...
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ITManagementandAdministra>on-Part1
MestradoemEngenhariaInformá>caedeComputadoresMasterDegree(MSc)inInforma>onSystemsandComputerEngineering
Administração e Gestão de Infra-estruturas de IT IT Infrastructure Management and Administration
TODAY
ITServiceManagement
FrameworksandStandardsforITSM
ISO20000
ITIL
COBIT
ISO38500
ISO27014
IT4IT
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Technologysessionswithinvitedspeakersfromindustry:
4thDecember: NOKIAAnaly6csSolu6onPresentedbyEng.JoãoMar>ns
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ITServiceManagement
Theworldseenfromwhereyouare
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Theglobalpicture 6
Business
People
Processes
InformationSystems(IS)
InformationTechnology
(IT)
Pyramidvision
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Thewaytogo
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Resource management
Yesterday Today Tomorrow
Information management
IT resources and services
management
Information services
managementUnified service
management
Information Systems
Information Technology
Services
Systems administrator
Information manager and consultant
Service manager and
consultant
Data Centers
TheimportanceofITEnterprisesareincreasinglydependentonIT.Examples:
Google(theworld’slargestIT“consumer”)
Facebook(theworld’slargestuserbase)
Amazon
E-Bay
ITiscri6cal.Ifitfails,everythingstops.
Reliability
Changeability
Business-ITalignment
Specialisedtraining
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IT<=>ManagementManagementisthebestwordtodescribeIT:
Servers(provisioning,loadbalancing)
Storage(SAN,NAS,RAID,backups)
Network(routers,switches,VLANs,cabling)
Facili>es(sensors,HVAC,physicalsecurity,power)
Powerconsump>onandgreenissues
Virtualisa>onandcloudcompu>ng
Tools(monitoring,repor>ng,events,automa>on)
Applica>ons(mail,webandapplica>onservers)
Security(policies,iden>tymanagement)
People:
Users(accountcontrol,policies,support)
ITStaff(training,procedures-ITIL,governance-CobiT)
OtherCxOs(resources,support,businessalignment)
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TypicalITexpenditureprofile
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ObstaclesPreventEffec>veEngagement
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DisparateSystemsReduceEfficiency
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InfrastructureManagement
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CurrentChallengesofIT
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BusinessChallenges
ITResponsibilities
Minimisingriskinadynamicbusinessscenario
Minimisingcost&time-to-market
ImprovingROI
IncreasingBusinessPerformance
ITenablesthebusinesstomeetitsgoals
Ensuringastable&flexibleITenvironment
Optimisingresources&costs
Minimisingcosts&complexity
Adaptingquicklytochangingneeds
ITServices
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An "IT Service" is a set of IT-related functions (HW, SW & people)
User Web Server Application Server Database Server
Ameansofdeliveringvaluetocustomersbyfacilita>ngoutcomescustomerswanttoachievewithouttheownershipofspecificcosts&risks
UTILITY“Fitforpurpose”
+WARRANTY“Fitforuse” = VALUE
U>lityandWarranty
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UTILITY
WARRANTY
T/F
T/F
T/F
Fitforpurpose?
Fitforuse?
OR
AND
Performancesupported?
Constraintsremoved?
Availableenough?
Capacityenough?
Continuousenough?
Secureenough?T:TrueF:False
Value-createdAND
WhatisITServiceManagement(ITSM)?ServiceisanapproachthatITorganisa>onscanu>lizetodesign,build,integrate,manageandevolvequalityITservices.
“ServiceManagementisasetofspecialisedorganisa5onalcapabili5esforprovidingvaluetocustomersintheformofservices”
IthelpsinalignmentoffouraoributesPeople,Process,ProductsandPartners
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ITServiceManagementContext
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WhatdoesITServiceManagementdo?
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ITServiceManagementObjec>vesToalignITServiceswiththecurrentandfutureneedsoftheBusinessanditsCustomers
ToimprovethequalityoftheITservicesdelivered
Toreducethelongtermcostofserviceprovision
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Needs
QualityCost
ITGovernance
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COBIT 5 brings together the five principles that allow the enterprise to build an effective governance and management framework based on a holistic set of seven enablers that optimises information and technology investment and use for the benefit of stakeholders.
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Solu>onstotheITServiceManagementproblemPeople(ITIL)
asetofbestprac6cesisneeded
Automa6on(eachITitemmustbepreparedtobemanaged)
asetofinteroperabilitytechniquesisneeded
Mixed
usepeopleonlyforhighlevelprocedures
useautoma6onfortherest
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People:theweakestlinkHumanlimita>ons
Slowresponse
Unabletodealwithcomplexity
Unreliable(sickness,errors,omissions)
Cannotwork24x7
Principleofleasteffort(passwords,donotlogeverything)
Haterepe>>vetasks
Undisciplined(theydoastheythinkitshouldbedone)
Poorinseman>cexpression
Canperformillicitacts(outofinterestorgrudge)
AccordingtoGartner,40%osservicebreachesareduetothehumanfactor
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Automa>onManagementtechniquesexecutedautonomouslybytheITsystemitself.Pre-definedoradap>vepoliciesS>llalongwaytogo.Objec>ve:turnutopiaintorealityImportantmilestones:CompilerOpera>ngsystemVirtualmemoryVirtualiza>on(networks,servers,storage,datacenter)Automa>onofITprocesses(RunBookAutoma>on)
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Examplesofautoma>ontasksDatamanagement(backup,recovery)Patchmanagementanddistribu>onProvisioningVirtualmachinemanagementLoadbalancingBatchprocesses(jobscheduling)
Monitoring(performance,availability,events)ChargebackCapacitymanagementConfigura>onandchangemanagementAssetmanagementITprocessautoma>on
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MainreasonstoautomateReducethehumanfactor
Increasesystemreliability
Reducecomplexityofhumanmanagement(upwardsintheabstrac>onlevel)
Reduceresponse>mes
Beoerdynamicalignmentwithbusiness
Improvequalityofservice(SLAs)
Reducecosts
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Gartner’smaturitymodel
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Theevolu>onofpeoplePeopleneedtoberestrictedtohigherlevels
Peoplearebeoerincrea>vetasks
Computersarebeoeratrepe>>ve,fast,reliable,massivedatatasks
Automa6ontoolsarethekeyfortheseman>cgapbetweenpeopleandcomputers
Thiscanonlyworkif:Weadoptaparadigminwhichallen>>escanfitEachen>tyispreparedtobemanaged
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FrameworksandStandardsforITServiceManagement
DevelopmentofstandardsforITSM
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DifferencebetweenaFrameworkandStandard.
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FRAMEWORK STANDARDCustomizable NotcustomizableGoodPractice BestPractice
Individualgetscertified Anorganizationgetscertified
Exampleofframework:ITIL,COBIT ExampleofStandard:ISO20000,ISO38500
Frameworks&standards
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ITServiceManagementFramework
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ISO20000
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ISO20000
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WhatisITIL(ITInfrastructureLibrary)?TheITInfrastructureLibraryisthemostwidelyacceptedapproachtoITservicemanagement.
Itisalibraryofbookswhichtalksaboutthegoodprac>cesinITservicemanagement.
ITILisaFramework
ITILdefinestheorganisa>onalstructureandskillrequirementsofanITorganisa>onandasetofstandardopera>onalmanagementprocedurestoallowtheorganisa>ontomanageanITopera>onandassociatedITinfrastructure.
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WhyisITILV3referredtoasaGoodPrac>ce?Becauseitallowsamanagementplanwhichassertsthattherearemethods,techniques,ac>vi>es,andprocesses,thatturnsmoreeffec6vethedeliveryofapar>cularoutcome.
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ITGovernanceFramework
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COBIT:BusinessframeworkfortheGovernanceofEnterpriseIT(GEIT)
IT Governance
COBIT4.0/4.1
Management
COBIT3
Control
COBIT2
An business framework from ISACA, at www.isaca.org/cobit
Audit
COBIT1
2005/720001998
Evo
lutio
n of
sco
pe
1996 2012
Val IT 2.0 (2008)
Risk IT (2009)
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ISO38500Interna>onalstandardforCorporategovernanceofinforma>ontechnology
Responsibility
Strategy
Acquisi>on
Performance
Conformance
Humanbehavior
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ISO27014Interna>onalstandardforCorporategovernanceofinforma>onsecurity
Establishorganisa>on-wideinforma>onsecurity
Adoptarisk-basedapproach
Setthedirec>onofinvestmentdecisions
Ensureconformancewithinternalandexternalrequirements
Fosterasecurity-posi>veenvironment
Reviewperformanceinrela>ontobusinessoutcomes
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ISO/IEC 27014:2013 & 38500:2009 – AFAI Délégation Sud-Est 13/11/14 - Hugh H. Penri-Williams
ISO 27014 ISO 38500
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IT4IToverviewIndustrystandardforthe“businessofIT”launchingOctober2014atOpenGroupconferenceinLondon
StartedoutofdiscussionsbetweenShell,HPandothercustomers
Intendedtobemoreprescrip>veandarchitecturalthanITILorCOBIT
EmphasisonendtoendITvaluestreamsandconceptualdatamodel
SimilarinscopeandintenttoreferencearchitecturessuchaseTOMandARTS
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ITILtoIT4ITcomparison
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ITIL IT4ITPositioning Frameworkdescribingfunctions/capabilities/disciplines. Informationmodeldrivenreferencearchitecture,supportiveof
multipleprocessframeworks.Origins “Best”or“good”practiceoriginsintendedforbroadaudienceof
executives,managers,andindividualcontributors.OriginatedoutofneedsidentifiedbyenterprisearchitectsandITmanagersforclearerimplementationandintegrationguidance
Methodology Primarilyunstructurednarrative.“Process”(similartowhatenterprisearchitectswouldtermfunction)istheprimaryunitofanalysis.
StructuredconsistentlywithTOGAFandArchimate.Valuestream,capability,data,systemviews.
Orientation Orientedtopractitionereducationratherthansolution SolutionorientationValueapproach Orientedtodeepdiscussionofindividualsilofunctions/processes.Beyond
overallservicelifecycle,doesnotemphasizelongerlivedvalueflows.FocusedontheendtoendflowoffourhighlevelITvaluestreams(StrategytoPortfolio,RequirementtoDeploy,RequesttoFulfill,DetecttoCorrect)acrossITcapabilities.
Internalconsistency
Ambiguousandoverlappingterminologyinplaces Mutuallyexclusiveandcomprehensive,rigorouslyavoidingambiguityandoverlapinitsarchitecturalcatalogs
Levelofdetail NotsufficientlydetailedtobeofutilitytoplannersandarchitectsattemptingtointegrateITmanagementinfrastructure.
PreciserepresentationofdataandintegrationpatternsincomplexITmanagementdomain
Agile Implicitwaterfall,top-downplanningorientation. ExplicitcoverageofAgileandDevOpstrends.Maintenanceprocess
Longtermhistoryofproprietaryownership.Multi-yearrevisioncycle Opendevelopmentprocess
ITServiceManagement
FrameworksandStandardsforITSM
ISO20000
ITIL
COBIT
ISO38500
ISO27014
IT4IT
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SUMMARY
AnyQues>ons? 48