ITIL® im Microsoft-Umfeld: Einführung in das MOF
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This document provides an introduction to the Microsoft Operations Framework (MOF). It discusses how MOF connects service management concepts to practical tasks and activities. MOF encompasses the entire IT service lifecycle and integrates governance, risk, and compliance. It provides concise guidance and delivers a platform for ongoing community engagement to help IT organizations efficiently and effectively deliver IT services. The document then provides examples of how MOF can be applied through its phases, service management functions, and use of solution accelerators.
ITIL® im Microsoft-Umfeld: Einführung in das MOF
- 2. Matthias Gessenay matthias.gessenay@corporatesoftware.ch © Crown Copyright Material (all Diagrams) reproduced under licence from Microsoft
- 3. IT needs to be "Rock Solid" to deliver quality services IT needs to think and act as a “Service Provider” IT needs to accept and embrace “Ubiquitous Computing” Consumer-driven demands Social Computing Commoditization of IT Services IT needs to run effectively and efficiently Remove complexity Increase discretionary spend Practice good governance * Source Open Compliance & Ethics Group * Source AMR Research Mar, 2008 All MOF Slides © Microsoft Corp.
- 4. MOF 4.0 Connects service management concepts to practical tasks and activities Encompasses the entire IT service lifecycle Integrates governance, risk, and compliance Provides concise and meaningful guidance Delivers a platform for ongoing community engagement
- 5. MOF 4.0 Supports the IT Organization to Deliver Efficient and Effective IT Services The IT pro breathes easier, the organization gains an edge
- 6. MOF 4.0 Connects Service Management Standards to Practical Application for the Community Goals and Objectives – ISO 20000 Industry Management Perspective Standards – COBIT MOF 4.0 Process description – ITIL Guidance v3 Control Concepts, Process guidance – MOF Frameworks Practices 4.0 Processes + Guidance + Tools Solution Accelerators (for Specific Scenarios) Infrastructure Automation System Center Community
- 7. MOF 4.0 is Designed to be Practical, Understandable, Concise Phases describe goals, activities, accountabilities What should the phase accomplish? What general objectives and controls should be considered? Who is involved? Service Manage Functions, (SMFs) offer the details SMFs map to major activities in phases Focus on what to do and how Management Reviews are integrated in the phases Provide checkpoints Identify areas for improvement
- 8. IT Deploys Virtualization Virtualization supports Service Management improvement by making it easier and cost effective to achieve higher levels of capacity, availability and continuity but sometimes there are challenges… IT deploys virtual servers to improve Cost savings through consolidation Better recovery, performance Two months go by and problems start to appear…. Business applications are unavailable Application servers not aligned on physical server, too many applications requiring heavy IO Virtual servers are everywhere Service desk cannot accurately determine impact analysis Business is looking for the ROI evidence
- 9. Plan SMFs The Plan Phase provides guidance on how to plan for and optimize an IT service strategy Business/IT Alignment Includes: •Service Strategy •Service Mapping •Demand Management •Portfolio Management •Service Level Management Reliability Includes: •Capacity Management •Continuity Management •Confidentiality Management •Integrity Management •Availability Management Policy Includes: •Security •Privacy •Appropriate Use •Partner •Asset Protection
- 10. Deliver SMFs The Deliver Phase helps IT professionals more effectively design and deliver IT services, infrastructure projects, or packaged product deployments.
- 11. Operate SMFs The Operate Phase helps IT professionals efficiently operate, monitor, and support deployed services in line with agreed-to service level agreement (SLA) targets. Customer Service Includes: •Service Desk •Incident Management
- 12. Manage SMFs The Manage Layer establishes decision-making processes and the use of risk management, change management, and controls throughout the IT service lifecycle
- 13. Management Reviews Drive Clarity Provide checkpoints and connections between phases Ensure business objectives are being met and the service is on track
- 14. Governance, Risk, and Compliance Deliverable IT objectives achieved, change and risk managed and documented Purpose Support, sustain, and grow the organization while managing risks and constraints Outcome IT services are managed to achieve the business strategy and objectives
- 15. GRC Integrated in Lifecycle Phases GRC Elements Plan Deliver Operate Objectives Services are valuable, Services are developed Services operated, predictable, reliable, effectively, deployed maintained, and and cost-effective. successfully, and ready supported in line with Responsive to ever- for Operations. the SLA targets. changing business needs. Accountabilities Management Solutions Support Service Operations Key Focus Strategy transfer. Solution architecture Procedures and control Governance structure addresses requirements. activities. and decision rights. Project stakeholders, Recording and Management objectives. risks, mitigations. documentation. Policy defined. Defining controls and Retention of evidence procedures. that controls operate as designed. Controls Service Alignment Project Plan Approved Operational Health Portfolio Release Readiness *SAMPLE CONTENT
- 16. Change and Configuration Deliverable Known configurations and predictable adaptations Purpose Ensure that changes are planned, that unplanned changes are minimal, and that IT services are robust Outcome IT services are predictable, reliable, and trustworthy
- 17. Team Accountability SMF Nature of Work Support Customer Service Interrupt- Deliverable Problem Management driven Clear accountabilities, Operations Operations Management Plan-driven, roles, and work Service Monitoring and repetitive Control assignments Service Business/IT Alignment Plan-driven, long-term Purpose Compliance Governance, Risk, and Plan-drive, Agile, flexible, and scalable Compliance repetitive teams doing required work Architecture Reliability Plan-driven, Confidentiality long-term Outcomes Integrity Availability IT solutions are delivered Capacity within specified Continuity constraints, with no Solutions Envision Plan-driven, Project Planning short-term unplanned service Build degradation Stabilize Service operation that is Deploy Management Financial Management Plan-driven, trusted by the business Business/IT Alignment long-term Policy Governance, Risk, and Compliance Change and Configuration Team
- 18. Change and Configuration throughout the Lifecycle *SAMPLE CONTENT
- 19. SMF Example Change and Configuration Activities Considerations Initiate a Request for Change (RFC) Key questions: What kind of information is to be included in the change description? For example, the service that will be affected, the business benefit, and the exact description of the configuration items to be changed. Who can initiate a change? Can anyone in the organization initiate a change? How will the RFC be categorized and tracked? Does each service maintain its own set of RFCs? How are RFCs interlinked and cross-referenced? Is there a specific RFC for common or standard changes? Inputs: Request for a change. Description of the change. Output: New RFC. Best practices: Keep RFC forms as simple as possible while capturing sufficient information to manage risk. The RFC should be continually updated throughout the process; it can be initiated without a thorough analysis or detailed information about the change and then be updated later. It is important to have easy access to the RFC so that additions can be made to it. Additionally, organizations can use role authentication to ensure that read and write access is applied at the right time during the process. Determine who should have permission to read or change the RFC in each step. The organization can streamline the RFC process by using pre-populated fields and drop-down boxes for information such as the type of change, the service affected by the change, and the applicable technology. *SAMPLE CONTENT
- 20. Support ideas with examples Request for Change Template Information Required Specific Details Description Provide a complete description of the nature of the change. Include: The services affected. The configuration items (CI) to be changed. Current version of the item to be changed. For complex changes, any supporting project documents should be referenced and linked to the RFC. Date that the change is requested Define and control a set date format: For example, 30_Dec_2004 Change initiator: person who submits Include: the request Name. Position. Contact information, such as e-mail address and phone number. Business reason for change Reason for the change Include business impact statement Identify customer that change impacts *SAMPLE CONTENT
- 22. MOF 4.0 + Solution Accelerators Business Continuity & Disaster Recovery Assessment + Planning Terminal Services Guide SCVMM Guide Planning and Design Microsoft Guides Assessment Platform Offline VM Servicing V2 Windows Server 2008, WSUS 3.0 SP1 SCCM SP1, Vnext Hyper-V and NAP Security Guides Hyper-V Security Guide SCVMM Security Guide Service Level Dashboard LOB Monitoring Hyper-V Run Book Automation Microsoft Backup & Restore Deployment Toolkit
- 23. Microsoft Assessment and Planning (MAP) Assessment Tools • Collects inventory of existing servers, desktops and applications agentlessly • Offers recommendations of server/application virtualization candidates • Works with the ROI Tool to generate customer-specific ROI calculations Microsoft.com/MAP
- 24. Microsoft IT Compliance Management Guide Review Authority Documents GRC Authority Docs Subject Matter Experts IT Compliance Management Guide Determine GRC applicability Plan for GRC control Plan Controls requirements Management Guide IT Manager Manage GRC life cycle using MOF SMFs. IT Compliance Management Resources Configuration guidance links Deploy Controls Job Aids IT Pro
- 25. MOF 4.0 Automated Through System Center
- 26. What's Next for MOF Guidance for key IT scenarios Integrate architecture and development EXIN certification Training materials for partners Content rating, tagging, webcasts Contributions MOF & SA
- 27. MOF & ITIL
- 28. Fragen?