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This course explores the factors to consider in designing an IT organization and infrastructure, as well as methods to identify customer requirements and manage IT services effectively.
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3.Preparing for Infrastructure Management Course INT885 Er. Harneet Kaur Asst. Professor(UID-19371) Lovely Professional University Phagwara,Punjab
Factors to consider in designing IT organization • Company’s growth • Increased customer demand • Changing business • Acquisitions , Mergers , buyouts • Other industry changes
Factors to consider in designing IT infrastructure • Department positioning in the infrastructure • Choice of location for help desk • Requirement of good help • Choice of location for database administration • Choice of location for network operation • Choice of location for system management
Choice of location for help desk Customer Service can be broadly classified into two types: 1. Help Desk 2. Desktop Support
Choice of location for database administration • Technical Services: • System Administration • Database Administration • Choice of location for network operation Computer operation Network Operation
Determining Customer’s Requirements • “A customers requirement is anything that is important to the customer” • Customers Role: customer plays an important role in defining requirements as inputs • Whose responsibility Is it? : top management shall ensure that customer requirements are determined and are with the aim of enhancing customer satisfaction. • It is important to identify customer’s requirement
Methods to identify Customer’s requirements • 1. Exploratory research: to let customers highlight the main things that make them satisfied and dissatisfied. To clearly determined the customers requirements we do exploratory research. It can be done through surveys and questionaries. • 2. Depth Interviews: face to face and one to one interviews usually last for 40 to 90 minutes depending upon the complexity of the customer supplier relationship. • 3. Focus Group: involves a discussion with 6 to 8 customers. Two key issues of focus group are 1. Recruitment and 2. running the group
Identify system components to manage • It is our first job to identify that all the system components should work efficiently. • Elements of the system:
IT infrastructure library • Set of concepts and techniques for managing IT infrastructure, development and operations. • Consists of 6 sets: • Service support, service delivery, planning to implement service management, infrastructure management, application management and business perspective. Main focus is IT service management. • IT service management is divided into 2 main area: service delivery and service support.
Features • IT infrastructure library • A set of books • A best practice framework for managing IT services • An industry of products, services and organization • The only comprehensive publically available guidance on IT • Service provision • Contains codes of practice for quality management of IT services and infrastructure • Defines quality as “matched to business needs and user requirements as these evolve” • Has its own definition for key terms.
Features • X. developed by UK ‘s office of govt commercein 1980s • Xi. Intend to improve management of IT services in UK central govt. • Xii. Contributed to by expert IT practitioners around the world.
Service delivery process • Service level management : managing customer expectations and negotiating service level agreements(SLA).This entails identifying customer requirements and determining how these can met within agreed upon budget and working together with all IT disciplines and departments to plan and ensure delivery of services. • Financial management and costing: it consists of registering and maintaining cost accounts about the use of IT services and delivering cost statistic and reports to service level management to help obtain the correct balance between service cost and delivery. • IT service continuity management: it ensures the continue delivery of minimum outage of the service by reducing the impact of disasters, emergencies and major incidents.
Capacity management: it requires planning and ensuring that adequate capacity with the expected performance characteristics are available to support the service delivery. • Availability management: planning and ensuring the overall availability of services and providing management information in the form of availability statistics, including security violations, to service llevel management.
ITIL support processes: • the discipline in the service support group are connected with implementing the plans and providing management information about levels of service to be achieved. • Configuration management: it is responsible for registering all the components of IT service , including customers, contracts, SLAs, hardware and software components and maintaining a repository of configured attributed=s and relationships between components.
Service desk: it is main point of contact for users of the service.when user report any problem incident records are generated by service desk. • Incident management: it registeres incidents generated at service desk or automatically by other processes. • Problem management: it implements and use the procedures to perform problem diagnosis, identify solutionsand correctproblems. • Change management: plans and ensures that the impact of change to any component of service is well known and that the implications regarding service level achievements are minimized. • Release management: manages the master software repository, reference models and so forth. It acts in effect, as the work horse forchange management by orchestrating and deploying approved changes
Criticisms of ITIL • The books are not affordable for non commercial users. • Accusations that many ITIL advocates think ITIL is “a holistic, all encompassing framework for IT governance.” • Accusations that proponents of ITIL indoctrinate the methodology with “religious zeal” at the expense of pragmatism.
Patterns for IT system management • A commonly accepted practice for creating IT system architecture involves using a model of Business processes as the starting point. Then it entails a step by step process to refine the IT system model by following selected computing paradigm such as client/server, internet computing and so on.
Steps of E-Business application deployment process • Select a business pattern to meet the needs of applications you are developing. • Select an application pattern that can implement the application’s specific functionality. • Review runtime patterns and select a pattern that satisfies the system requirements of the solution. • Review product mappings to determine which products have been successfully used for runtime pattern selection in step 3. • Review guidelines and related links for application patterns and product mapping you selected in step 2 and step 4.
Business patterns • These are high level constructs that can be used to describe the key business purpose of a solution. These patterns describe the objectives of the solution, high level participants that interact in the solution and the nature of interaction between the participants. • These patterns are made up of at least two of following 3 entities that occur in e-business solution: • Users of the solution • Enterprise or organization the user interact with • Data that exist within the organization
Self service: user to business pattern Collaboration: user to user collaborations. This pattern can be observed in solutions that support small or extended teams who need to work together in order to achieve a joint goal. Information aggregation: user to data pattern. Allows user to access and manipulate data that is aggregated from multiple sources. Extended enterprise: business to business pattern. Interaction and collaboration between business processes in separate enterprises.
The integration patterns • Multiple applications , multiple modes of access and multiple sources of information are integrated together to build one seamless application. Two sets for integration patters are: • Access integration: those recurring designs that enable access to one or more business patterns • Application integration: it brings together multiple applications and information sources without the user directly invoking them.
The composite patterns • When business patterns and integration patterns are combined to assemble solutions that perform complex business functions, certain recurring pattern combinations begin to emerge. Some of most commonly occurring composite patterns are: • Electronic commerce • E-marketing • Portals • Account access
Custom designs • Hosts solutions like composite patterns , combine business and integration pattern to create advanced , end to end e-business applications . These solutions have not been implemented to the extent of composite patterns.
Models • Business system model • Management system model • Managed business system model
