IT systems management

The best-practice guide to managing IT infrastructures–now fully updated! IT Systems Management is an up-to-the-minute guide to maintaining stable, responsive IT production environments. Top IT systems management expert Rich Schiesser illuminates both the theoretical and practical aspects of systems...

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Detalles Bibliográficos
Otros Autores:	Schiesser, Rich Author (author)
Formato:	Libro electrónico
Idioma:	Inglés
Publicado:	[Place of publication not identified] Prentice Hall 2010
Edición:	2nd ed
Materias:	Information resources management Information technology
Ver en Biblioteca Universitat Ramon Llull:	https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628990906719

Tabla de Contenidos:

Cover
Contents
Preface
Acknowledgments
About the Author
Chapter 1 Acquiring Executive Support
Introduction
Systems Management: A Proposed Definition
Why Executive Support Is Especially Critical Today
Building a Business Case for Systems Management
Educating Executives on the Value of Systems Management
Three Universal Principles Involving Executive Support
Developing a Powerful Weapon for Executive Support-Business Metrics
Ensuring Ongoing Executive Support
Summary
Test Your Understanding
Suggested Further Readings
Chapter 2 Organizing for Systems Management
Introduction
Factors to Consider in Designing IT Organizations
Factors to Consider in Designing IT Infrastructures
Locating Departments in the Infrastructure
Recommended Attributes of Process Owners
Summary
Test Your Understanding
Suggested Further Readings
Chapter 3 Staffing for Systems Management
Introduction
Determining Required Skill Sets and Skill Levels
Assessing the Skill Levels of Current Onboard Staff
Alternative Sources of Staffing
Recruiting Infrastructure Staff from the Outside
Selecting the Most Qualified Candidate
Retaining Key Personnel
Using Consultants and Contractors
Benefits of Using Consultants and Contractors
Drawbacks of Using Consultants and Contractors
Steps for Developing Career Paths for Staff Members
Summary
Test Your Understanding
Suggested Further Readings
Chapter 4 Customer Service
Introduction
How IT Evolved into a Service Organization
The Four Key Elements of Good Customer Service
Identifying Your Key Customers
Identifying Key Services of Key Customers
Identifying Key Processes that Support Key Services
Identifying Key Suppliers that Support Key Processes
Integrating the Four Key Elements of Good Customer Service.
The Four Cardinal Sins that Undermine Good Customer Service
Summary
Test Your Understanding
Suggested Further Readings
Chapter 5 Ethics, Legislation, and Outsourcing
Introduction
Ethics
The RadioShack Case
The Tyco Case
The WorldCom Case
The Enron Case
Legislation
Sarbanes-Oxley Act
Graham-Leach-Bliley Act
California Senate Bill 1386
Outsourcing
Summary
Test Your Understanding
Suggested Further Readings
Chapter 6 Comparison to ITIL Processes
Introduction
Developments Leading Up To ITIL
IT Service Management
The Origins of ITIL
Quality Approach and Standards
Criteria to Differentiate Infrastructure Processes
Comparison of Infrastructure Processes
Ten Common Myths Concerning the Implementation of ITIL
Myth #1: You Must Implement All ITIL or No ITIL at All
Myth #2: ITIL is Based on Infrastructure Management Principles
Myth #3: ITIL Applies Mostly to Data Center Operations
Myth #4: Everyone Needs to be Trained on ITIL Fundamentals
Myth #5: Full Understanding of ITIL Requires Purchase of Library
Myth #6: ITIL Processes Should be Implemented Only One at a Time
Myth #7: ITIL Provides Detailed Templates for Implementation
Myth #8: ITIL Framework Applies Only to Large Shops
Myth #9: ITIL Recommends Tools to Use for Implementation
Myth #10: There Is Little Need to Understand ITIL Origins
Summary
Test Your Understanding
Suggested Further Readings
Chapter 7 Availability
Introduction
Definition of Availability
Differentiating Availability from Uptime
Differentiating Slow Response from Downtime
Differentiating Availability from High Availability
Desired Traits of an Availability Process Owner
Methods for Measuring Availability
The Seven Rs of High Availability
Redundancy
Reputation
Reliability
Repairability.
Recoverability
Responsiveness
Robustness
Assessing an Infrastructure's Availability Process
Measuring and Streamlining the Availability Process
Summary
Test Your Understanding
Suggested Further Readings
Chapter 8 Performance and Tuning
Introduction
Differences between the Performance and Tuning Process and Other Infrastructure Processes
Definition of Performance and Tuning
Preferred Characteristics of a Performance and Tuning Process Owner
Performance and Tuning Applied to the Five Major Resource Environments
Server Environment
Disk Storage Environment
Database Environment
Network Environment
Desktop Computer Environment
Assessing an Infrastructure's Performance and Tuning Process
Measuring and Streamlining the Performance and Tuning Process
Summary
Test Your Understanding
Suggested Further Readings
Chapter 9 Production Acceptance
Introduction
Definition of Production Acceptance
The Benefits of a Production Acceptance Process
Implementing a Production Acceptance Process
Step 1: Identify an Executive Sponsor
Step 2: Select a Process Owner
Step 3: Solicit Executive Support
Step 4: Assemble a Production Acceptance Team
Step 5: Identify and Prioritize Requirements
Step 6: Develop Policy Statements
Step 7: Nominate a Pilot System
Step 8: Design Appropriate Forms
Step 9: Document the Procedures
Step 10: Execute the Pilot System
Step 11: Conduct a Lessons-Learned Session
Step 12: Revise Policies, Procedures, and Forms
Step 13: Formulate Marketing Strategy
Step 14: Follow-up for Ongoing Enforcement and Improvements
Full Deployment of a New Application
Distinguishing New Applications from New Versions of Existing Applications
Distinguishing Production Acceptance from Change Management.
Case Study: Assessing the Production Acceptance Process at Seven Diverse Companies
The Seven Companies Selected
Selected Companies Comparison in Summary
Summary
Test Your Understanding
Suggested Further Readings
Chapter 10 Change Management
Introduction
Definition of Change Management
Drawbacks of Most Change Management Processes
Key Steps Required in Developing a Change Management Process
Step 1: Identify an Executive Sponsor
Step 2: Assign a Process Owner
Step 3: Select a Cross-Functional Process Design Team
Step 4: Arrange for Meetings of the Cross-Functional Process Design Team
Step 5: Establish Roles and Responsibilities for Members Supporting the Process Design Team
Step 6: Identify the Benefits of a Change Management Process
Step 7: If Change Metrics Exist, Collect and Analyze them
If Not, Set Up a Process to Do So
Step 8: Identify and Prioritize Requirements
Step 9: Develop Definitions of Key Terms
Step 10: Design the Initial Change Management Process
Step 11: Develop Policy Statements
Step 12: Develop a Charter for a Change Advisory Board (CAB)
Step 13: Use the CAB to Continually Refine and Improve the Change Management Process
Emergency Changes Metric
Assessing an Infrastructure's Change Management Process
Measuring and Streamlining the Change Management Process
Summary
Test Your Understanding
Suggested Further Readings
Chapter 11 Problem Management
Introduction
Definition of Problem Management
Scope of Problem Management
Distinguishing Between Problem, Change, and Request Management
Distinguishing Between Problem Management and Incident Management
The Role of the Service Desk
Segregating and Integrating Service Desks
Key Steps to Developing a Problem Management Process
Step 1: Select an Executive Sponsor.
Step 2: Assign a Process Owner
Step 3: Assemble a Cross-Functional Team
Step 4: Identify and Prioritize Requirements
Step 5: Establish a Priority and Escalation Scheme
Step 6: Identify Alternative Call-Tracking Tools
Step 7: Negotiate Service Levels
Step 8: Develop Service and Process Metrics
Step 9: Design the Call-Handling Process
Step 10: Evaluate, Select, and Implement the Call-Tracking Tool
Step 11: Review Metrics to Continually Improve the Process
Opening and Closing Problems
Client Issues with Problem Management
Assessing an Infrastructure's Problem Management Process
Measuring and Streamlining the Problem Management Process
Summary
Test Your Understanding
Suggested Further Readings
Chapter 12 Storage Management
Introduction
Definition of Storage Management
Desired Traits of a Storage Management Process Owner
Storage Management Capacity
Storage Management Performance
Storage Management Reliability
Storage Management Recoverability
Assessing an Infrastructure's Storage Management Process
Measuring and Streamlining the Storage Management Process
Summary
Test Your Understanding
Suggested Further Readings
Chapter 13 Network Management
Introduction
Definition of Network Management
Key Decisions about Network Management
What Will Be Managed by This Process?
Who Will Manage It?
How Much Authority Will This Person Be Given?
What Types of Tools and Support Will Be Provided?
To What Extent Will Other Processes Be Integrated With This Process?
What Levels of Service and Quality Will Be Expected?
Assessing an Infrastructure's Network Management Process
Measuring and Streamlining the Network Management Process
Summary
Test Your Understanding
Suggested Further Readings
Chapter 14 Configuration Management
Introduction.
Definition of Configuration Management.

IT systems management

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