IT Infrastructure Management

By Rahul Hada
Lecturer (CS/IT)
 IT Infrastructure Library(ITIL)
What is ITIL ?
The ITIL is set of concepts and techniques for managing Information
Technology infrastructure, development and operations.
It consist of 6 sets
• Service Support
• Service Delivery IT Service Management (ITSM)
• Planning to implement service management
• ICT Infrastructure Management
• Application Management
• The Business Perspective

Note:- Main focus is IT Service Management (ITSM)

 IT Service Management (ITSM)
There are 10-12 disciplines through which management effective IT service is possible:-
1. The IT Infrastructure Library
2. A set of books
3. A best practice framework for managing IT services.
4. An industry of products , service and organizations.
5. The only comprehensive , publicly available guidance on IT
6. Service provision.
7. Contains codes of practice for quality management of IT service and infrastructure.
8. Defines quality as “matched to business needs and users requirements as these
evolve”.
9. Has its own definitions for key terms.
10. Developed by the United Kingdom’s Office of Government Commerce(OCG) in the
1980’s.
11. Intended to improve management of IT service in the UK Center Government.
12. Contributed to by expert IT practitioners around the world.
 ITIL History
Acc. IBM ,1980 [A Management System for Information system] ,1985 By
Edward A .Van Schaik [ A Management for the Information Business ]

ITIL version 1 under the auspices of the CCTA , titled as “Government Information
Technology Infrastructure Management Methodology[GITMM] ”
By Peter Skinner and John Stewart

Due to some issues CCTA gone through an attack by the IT companies and
other Governing bodies activity, after that so many reforms were proposed but in
the year 2005 OGC issued notice of an ITIL refresh.

Popularly known as ITIL v3.

 ITIL v3.
• Initially ITIL v2 includes 5 core texts:-
1. Service Strategy.
2. Service Design. Service Management Sets
3. Service Transition.
4. Service Operation.
5. Continual Service Improvement.
The IT Service Management Sets.
i. Service Delivery
ii. Service Support
iii. ICT Infrastructure Management
iv. Security Management
v. The Business Perspective.
vi. Application Management.
vii. Software Asset Management.
viii.Planning to implement Service Management.
ix. ITIL Small-Scale Implementation.

ITIL Service Delivery Processes :-Consist primarily of planning and ensuring that the service is delivered as per the service-level
agreement(SLA).
a) Service-level Management
b) Financial Management and Costing
c) IT Service Continuity Management
d) Capacity Management
e) Availability Management
 ITIL Framework

Availability Financial
Problem Change Management for
Management
Management Management IT services

Service Desk Configuration Service Level Capacity

Management Management Management

Release Incident IT Service Continuity

Management Management Management

Service Support Service Delivery

[User-Facing] [Customer-Facing]
 ITIL Service Delivery Process
Objective:-It consist primarily of planning and ensuring that service is
delivered according to the SLA (Service-level Agreement).
The process require for this as follows :-
 Service-level Management :-
– It involves in managing customers expectations and negotiating SLA’s.
– Identifying customer requirement and determining how these can be best met.
– Its also involves setting measurable performance target , monitoring performance and
taking action when target are not met.
 Financial Management and Costing:-
• It consists of registering and maintaining cost accounts.
• Report to service-level management to help obtain the correct balance sheet between
service cost and service delivery.
• It assisting in pricing the services in the service catalog and SLA’s
Cont..
 IT Service Continuity Management:-
• It develop and ensures the continuing delivery of minimum outage of the service by
reducing the impact of disasters , emergencies and major incidents.
• In closed association with business continuity management.
 Capacity Management:-
• It require planning and ensuring that enough capacity with the expected performance
characteristics are available to support the service delivery.
• It also involve delivery of capacity usage, performance and workload management to
SLM.
 Availability Management:-
– Planning and ensuring the overall availability of the services and provide the
management information in the form of availability statistics, including security violation
,to SLM.
– It also include maintenance window and recovery time estimation.
 ITIL Service Support Processes
 Configuration Management
 Service Desk
 Incident Management
 Problem Management
 Change Management
 Release Management
Detailed view of Service Delivery Processes
What SDP defines ?
 Clearly defines the contents and responsibility.
 Clearly defines the roles and responsibility of customers ,users and
service providers.
 Set expectation of service quality , availability and timeliness.
SDP assist staff in tailoring services as per the specific business needs.
SDP promote true business-IT partnerships to benefit of the company as a
whole
Detailed description of 5 discipline of SDP
• SLM
• FM for ITS
• ITSCM
• CM
• AM
 Service-Level Management
Objective :-
SLM ensures that the business receives appropriate level of service at a
reasonable cost that satisfies their needs. It also seeks to improve on the
quality of services delivered to customers by reviewing the level of
performance.
The above task achieved through the continuous cycle of agreeing,
monitoring and reporting upon IT service-level performance.

SSP[Service SDP[Service
Support Input:- incident , problem & CM
Delivery Process]
Process]

Receive input from Service Support Process.

Factors Affecting S L M
 SLA definitions that drive inefficient or unproductive behavior.
 Unrealistic SLAs defined/agreed without consulting the teams responsible for
delivering the service.
 Complex SLA definitions that are not clearly understood by the implementation group.
 Too much focus on individual tickets.
 Lack of aggregated view of performance as a whole.
 Excessive number of alerts/notifications cause people to ignore them unnecessary
over performance against SLAs.
 Diverting resources to an SLA which is already a lost cause.
 Micro management by the numbers.
 Elements of service delivery begin outside of the control of implementation group.
 Large number of SLAs with different requirement mean that agents are unsure of
what is expected of them.
 Usage of SLA metrics to rank individual demotivates , erodes team sprit and leads
people to deliberately conceal issues and search for sneaky ways of hitting targets.
 Escalating issues too early/too late.
 Excessive administrative burden associated with SLA data capture , analysis and
reporting.
 SLM Process Flow/Activity
• Identification
• Definition
• Agreement
• Monitoring
• Reporting.
• Evaluation
Cont..
Key Players to execute Process flow of SLM.
 Service Users/Subscribers.
 Service/Support Agents.
 Delivery Group(s).
 Service Delivery Managers.
Result
 SLR, Service Spec Sheets , Service Catalogue , Service Level Achievement , SQP.
Define SLA:-
“A written agreement between an IT Service provider and IT Customer(s), defining the
key service target and responsibilities of both parties. The emphasis must be on
agreement and SLAs should not be used as a way of holding one side or the other
to ransom. A true partnership should be developed between the IT provider and
customer, so that a mutually beneficial agreement is reached , otherwise the SLA
could quickly fall into disrepute and a culture of blame would prevent any true
service quality improvements from taking place.”
 Elements of SLA
Core elements of SLA:
 Objective(s) of the SLA.
 Focus of the SLA
 SLA reporting period.
 Validation triggers: These are generally condition based business rules which are
evaluated by substituting the current value of ticket data into a predefined logical
test or arithmetical equation and then evaluation the result.
 Monitoring frequency: Rate at which SLA is evaluated
 Escalation process.
 Escalation thresholds: 2 types Time based , Rule based.
 Escalation actions.
 SLM with SQM
SLM focus upon the following areas for the
SQM.
1)Responsiveness
2)Availability
3)Quality of Service.
 Cost (FMITS)
The cost associated with implementation and executing SLM include:-
 Staff Cost (Salary , training , recruitment cost consultancy – if needed)
both initial and ongoing.
 Accommodation costs (physical space for staff , documentation space
etc.)
 Support tools (monitoring and reporting , plus some elements of
integrated service management tool)
 Hardware on which to run these tools.
 Marketing cost
 Benefits of SLM
Service Level IS The i/p
S L Monitoring
Agreement required for…

SLR HAS the o/p of… Service Achievement Report

Measure of *% of service under SLA

SLM performance *of SLA’s with OLA’s
*Customer Feedback
*Overall Service Performance
*Review Meeting Help
*Revision To SLAs.
*Required Number of SIP’s.
 Capacity Management
Capacity Management is the discipline that ensures IT infrastructure is provided at
the right time in the right volume at the right price and ensuring that IT is used
in the most effective manner.
This involves i/p from many areas of the business to indentify what services are
required , what IT infrastructure is required to support these services , what
level of contingency will be needed and what the cost of this infrastructure will
be.
Following are the i/p areas to the CMP.
a) Performance monitoring
b) Workload monitoring
c) Application sizing
d) Resource forecasting
e) Demand forecasting
f) Modeling
 Cont..
•Technology
•Service Levels
•Business Plans
•Business Strategy
•Business Requirement
•Business Volume
•Operational Schedule
•Deployment Program
•Project Plan
•Forward schedule of change.
•Incident & Program
•Financial Plan
•Budgets
•Business Capacity
Management
Trend , forecast,
model , prototype, size
and document future,
business requirement.
•Service Capacity •Capacity Plan
Management •Capacity Database
Monitor , Analyze , tune •Thresholds and alarms
and report on service •Capacity Reports
performance , establish •Service Level
baseline and profiles for Recommendation.
use of service manage •Costing Enhancing
demand for service. Recommendation
•Proactive Change
•Service improvement
•Resource capacity •Revised Operational Schedule.
management: •Effectiveness Review.
Monitoring , Analyze , •Audit Report.
utilization of component
, establish baseline and
profiles of use of
components.
Cont…
Business Capacity Management
• This sub process is responsible for ensuring that the future requirement
for IT Services are considered , planned and implemented in a timely
fashion.
Service Capacity Management
• It is responsible for ensuring that the performance of all service , as
detailed in the targets in the SLAs and SLRs, is monitored and measured ,
and that collected data is recorded , analyzed and reported.
Resource Capacity Management
• The focus in this sub-process is the management of the individual
components of the IT infrastructure.
Activity in Capacity Management
TUNNING

IMPLEMENTATION
ANALYSIS
(THROUGH CM)

MONITORING

RESOURCE
SLM EXCEPTION RESOURCE
UTILIZATION SLM THRESHOLDS REPORTS UTILIZATION
THRESHOLD
EXCEPTION
REPORTS
 Results of Capacity Management
Capacity •Baseline of usage
Analyze •Exception of usage
Management
•Condition when baseline deviation is
substantial

Results of Capacity Management

a) Capacity-plan.
b) Capacity Management Database(CDB).
c) Baseline and profiles.
d) Threshold and alarms.
e) SLA and SLR recommendation.
f) Proactive change and service improvement.
g) Revised operational schedule.
h) Effectiveness reviews.
i) Audit reports.