Date post: | 19-Jun-2015 |
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Technology |
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MGT332
Stop following incidents
Register and analyze
Describe your tasks
step by step
Make it part of your DNA
• If you know what you did the last month you can see where you need to invest to
make you life easier.
• when incident control you life within IT you need to step back and start
prioritizing.
• Fixing incidents is only one step in the solution, creating knowledge of the stuff
you learned is the second.
• Analyzing you daily and weekly task so you can automate your top 10 task by creating
time for the really cool project you never had time to do before!
• If you run into repetitive tasks, not only in the incident process, start the cycle over and
over again.
Take your time to
Automate
Goals and Objectives
Every incident
is really important
Almost no first or
second tier incident
fixes
Knowledge is knowing who knows
Run from incident to
incident
Need a clone
of the IT Admin
Automate and promote remediation
steps
No time for infrastructure improvement
projects
After an IT service has been successfully deployed, ensuring that it operates to meet business needs and
expectations becomes the top priority. This is the focus of the Operate Phase, which depends on four primary
endeavors:
Facilitate your IT admins with time and knowledge to change their roll to Private Cloud administrators Don’t let the process work you, let the process work for you! Use System Center 2012 capacity to leverage your ambition
People Process Technology
Attributes
Service
Model
Self Service
Service
Delivery &
Automation
Deploy
Configure
DC
Admin
Operate
Monitor
Virtual Machine Manager
Operations Manager
App Controller
Service Manager Service Manager
Orchestrator
Configuration Manager
Data Protection Manager
Consumer
Application Management Service Delivery & Automation Infrastructure Management
Business users
Service
Level
Agreement (SLA)
Desktop Service Manager
Operating
Level
Agreement (OLA)
Network team Active Directory team Security team
Network Hardware Vendor
Woodgrove
Underpinning
Contract (UC)
End
to e
nd D
eskt
op S
ervi
ce
Service level agreement (SLA). A written agreement
documenting required levels of service. The SLA is
agreed upon by the service provider and the consumer,
or by the service provider and a partner provider. SLAs
should list the metrics and measures that define
success for both the service provider and the consumer.
Operating level agreement (OLA). An agreement
between one or more internal teams that supports the
requirements set forth in the SLAs.
Underpinning contract (UC). A legally binding
contract in place of or in addition to an SLA. This type
of contract is with a partner service provider
responsible for building service deliverables for the
SLA.
Provides the following services: • Console access
• Alert notifications
• Connectors to other mgmt systems
• Health aggregation
Introduces the following customer
challenges: • Performance and scalability bottleneck
• High end hardware required
• High availability requires clustering
Challenges Addressed:
• Out of the box HA
• Ability to run on commodity hardware
Configuration Manager Operations Manager Active Directory Virtual Machine Manager
Connector Framework Integration
Hardware inventory, software inventory, software updates
Primary computer owner based on asset-intelligence data
Operations Manager discovered objects
Distributed applications (Service Manager Business Service based on deployed application from VMM service template)
Active Directory data for user, user groups, printers, computers
User contact information, organization, notification addresses
Virtual Machines and Virtual Machine Template configuration items
Service Manager connectors facilitate System Center and Exchange connectivity for CI data and notifications.
Orchestrator integration packs facilitate automating activities across System Center, LOB, and third-party management tools.
Third party
management
tools
Service catalog
Templates
Workflows
CMDB
Wo
rk I
tem
s
Co
nfi
gu
rati
on
Ite
ms
Kn
ow
led
ge
Reporting and data warehousing
Reporting
Process Automation
Integration
Mobile
Portal
Release
Management Self-Service Incident
Management IT GRC Operations
Management
Change
Management
DELIVER FLEXIBLE AND
RELIABLE SERVICES
OPTIMIZE AND EXTEND
EXISTING INVESTMENTS
LOWER COSTS AND
IMPROVE PREDICTABILITY
Automation Orchestration Integration
Automation Concepts
Activities
Intelligent tasks that
perform defined
actions
Runbooks
System-level
workflows that
execute a series of
linked activities
Databus
Used to publish
and consume
information as a
runbook executes
Standard Activities
A rich set of out-of-
box activities
Invoke Web
Services
Compare
Values
Send e-mail
Query
Database
Run .Net
Script
Get Server ID
from DPM
Get Data
Sources
Create Recovery
Point Create
Incident
Create
Checkpoint Start Maint
Mode
Shut Down
VM
E-mail on
error Update on
success
Return Data Check
Schedule
Monitor
Analyze Automate
Keep tuning you Monitoring and have a LOB
perspective on you daily operation
Analyze you work
Know what takes up your time
Top 3 incidents
Top LOB with problems
Automate you most time consuming
Tasks
Stop following incidents
Register and analyze
Describe your tasks
step by step
Make it part of your DNA
• If you know what you did the last month you can see where you need to invest to
make you life easier.
• when incident control you life within IT you need to step back and start
prioritizing.
• Fixing incidents is only one step in the solution, creating knowledge of the stuff
you learned is the second.
• Analyzing you daily and weekly task so you can automate your top 10 task by creating
time for the really cool project you never had time to do before!
• If you run into repetitive tasks, not only in the incident process, start the cycle over and
over again.
Take your time to
Automate
Goals and Objectives
Attributes
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