What a DBA should know about ITIL - PowerPoint PPT Presentation

1 / 43
About This Presentation
Title:

What a DBA should know about ITIL

Description:

The SLA is agreed on by the IT service provider and the business, or the IT ... quality, through a constant cycle of agreeing, monitoring and reporting upon I.T. ... – PowerPoint PPT presentation

Number of Views:186
Avg rating:3.0/5.0
Slides: 44
Provided by: BOCO
Category:
Tags: dba | itil | agreeing | know

less

Transcript and Presenter's Notes

Title: What a DBA should know about ITIL


1
What a DBA should know about ITIL
  • Mike Sniezek

2
Agenda
  • Introduction and Disclaimer
  • Why - What - When How Where - ITIL
  • Where you fit in
  • Nothing Like an Example
  • Questions

3
Introduction and Disclaimer
  • My perspective and information really comes from
    spending time with many companies IT
    organizations both large and small but honestly
    mostly enormous organizations.
  • They all are looking or moving to a set of
    standards ITIL being the most popular.
  • You need to justify a standard to solve problems.
    Everyone organization has problems. Based on my
    experience the biggest value of implementing a
    standard is finding all the problems you didnt
    know about. DBAs find allot of problems.

4
Why Change
  • Leaps of faith
  • This should work or even I hope this works!
  • Proactive monitoring why the users always let
    us know
  • When this happens again Ill remember
  • It must be the developer everything looks fine
  • I dont need any advise from that guy
  • We just need more stuff hardware software\

5
Standards WHY?
  • Quality Systems
  • ISO 900x,TQM,EFQM,Six Sigma, Malcolm Baldrige,
    Theory of Constraints, Statistical Process,
    Control, Deming, etc..
  • Process Frameworks
  • IT Infrastructure Library, Meta Models, IBM
    Processes, EDS Digital Workflow, Microsoft MOF,
    Telecom Ops Map Etc..
  • What is not defined cannot be controlled
  • What is not controlled cannot be measured
  • What is not measured cannot be improved

6
Motivation For ITIL - WHY
  • The mystery between business and information
    management.
  • When upper management does not understand why IT
    is doing something its a mystery. When IT does
    not understand why upper management is doing
    something its a mistake.
  • Money or the concept of making money is often
    lost between internal organizations because of
    lack of communication and especially lack of
    process.

7
I. T. Culture
  • Technology focused isolation even between IT
    groups.
  • Service focused look at an application end to
    end but few applications live in isolation.
  • Customer focused a strategy focused on the
    customer, internal department just like an
    outsourced group of services.
  • Business focused viewed as a partnership

8
WHY do I care?
  • You meet our SLA agreements and no one is really
    happy.
  • You cant really discuss that project because
    Jacks away.
  • You spend forever fixing the wrong problem. (what
    do I mean)
  • I hate surprises
  • Complexity of applications and interaction with
    multiplatform and data types
  • Everything requires 24 x 7
  • Data is growing now exponentially
  • 4000 servers need an upgrade by Wednesday
  • Nothing is getting smaller or fewer.
  • More data greater complexity - less time
    fewer resources

9
Objective
  • Three Key Objectives of ITIL
  • Align IT services to meet the needs of business
    and customers
  • Improve quality of IT service delivery
  • Reduce the long-term cost of services
  • IT is complex and a common methodology is needed
    to manage for todays level of complexity and to
    just cope with the increase in complexity for the
    future. Promotes a common language of
    communication within a business.

10
ITIL What is IT?
  • Its a bunch of books.
  • Its a library of a defined set of best practices
    or processes that you can decide to implement
    some or all elements.
  • ITIL is recognized as the de facto standard for
    IT Service Management
  • ITIL is a best practices framework. Kind of..
  • ITIL has a strong relationship with the ISO9000
    quality framework

11
Language - Defined
  • Incident.
  • Any event that is not part of the standard
    operation of a service and causes, or may cause,
    an interruption to, or a reduction in, the
    quality of service.
  • Problem.
  • The undiagnosed root cause of one or more
    incidents.
  • Known error.
  • An incident or problem for which the root cause
    is known and a temporary workaround or a
    permanent alternative has been identified. If a
    business case exists, an RFC will be raised,
    butin any eventit remains a known error unless
    it is permanently fixed by a change.
  • Major incident.
  • An incident with a high impact, or potentially
    high impact, which requires a response that is
    above and beyond that given to normal incidents.
    Typically, these incidents require cross-company
    coordination, management escalation, the
    mobilization of additional resources, and
    increased communications.

12
Houston we have a Problem
No You have an incident
No.Houston we have a problem!
A common language avoids confusion
13
ITIL The Big Picture
14
Support and Service
  • ITIL is organized into a series of sets, which
    themselves are divided into two main areas
    service support and service delivery.
  • Service Delivery
  • What services must the data center provide to the
    business to adequately support it.
  • Service Support
  • How does the data center ensure that the customer
    has access to the appropriate services

15
Service Support
  • Service Support comprised those disciplines that
    enable IT Services to be provided effectively.
    These are broadly concerned with delivering and
    supporting IT services that are appropriate to
    the business requirements of the organization.
  • Service Support is divided into
  • Change Management
  • Release Management
  • Problem Management
  • Incident Management
  • Configuration Management
  • Service Desk

16
Service Delivery
  • Service Delivery is the management of the IT
    services themselves, and involves a number of
    management practices to ensure that IT services
    are provided as agreed between the Service
    Provider and the Customer. Essentially, service
    providers need to offer business users adequate
    support Service Delivery covers those issues
    which must be taken into consideration to ensure
    this.
  • Service Delivery is divided into
  • IT Financial Management
  • IT Continuity Management
  • Capacity Management
  • Availability Management
  • Service Level Management

17
Service with a ? - Consistent Definitions
  • Service request.
  • Requests for new or altered service. The types of
    service requests vary between organizations, but
    common ones include requests for information
    (RFI), procurement requests, and service
    extensions. Requests for change (RFC) may also be
    included as part of service request.
  • Service.
  • A business function deliverable by one or more IT
    service components (hardware, software, and
    facility) for business use.
  • Service catalog.
  • A comprehensive list of services, including
    priorities of the business and corresponding
    SLAs.
  • Service level agreement.
  • A written agreement documenting the required
    levels of service. The SLA is agreed on by the IT
    service provider and the business, or the IT
    service provider and a third-party provider.
  • Service level management.
  • The process of defining and managing through
    monitoring, reporting, and reviewing the required
    and expected level of service for the business in
    a cost-effective manner.
  • Service level objectives.
  • Objectives within an SLA detailing specific key
    expectations for that service.

18
Service Support
Service Desk
Change Mgmt
Approve and manage
Single point of contact
Incident Mgmt
Release Mgmt
Hey this happens allot
Make sure it Gets done
Problem Mgmt
Is this an error or a problem
Configuration Mgmt
Keeping track of CIs
CMDB
19
How Does a DBA fit in
20
Responsibilities No change
  • Database Security
  • Database Change Management
  • Database Performance
  • SQL
  • State of Tables
  • Parameters and Sizing
  • Database Recovery
  • Application Failure
  • Disaster Recovery
  • Database or software failure
  • Interaction with Development

21
DBA and Service Example
  • Problem management has found response time is
    consistently bad on a customer information system
    around the middle of every month and then
    suddenly the problem goes away.
  • How do they know the number of help desk
    incidents registered on the customer information
    system.
  • What has it got to do with you. The database you
    manage is listed as an asset of the CI in the
    CMDB.
  • What are you supposed to do?
  • Believe it or not they are trying to to turn this
    problem into an error even a known error.
  • You investigate and you note that a great number
    of updates hit that database and the
    reorganization is scheduled the third week of
    every month.

22
Example Continued - Now we have a Known Error
  • What can make this error go away?
  • Based on your knowledge you go with a REORG on
    some primary tables every week instead of every
    other week.
  • Request For Change (RFC) would go to Change
    Management
  • Implementation Management would ensure the change
    was implemented
  • Post Implementation review would be scheduled
  • You would still do all the same task you do today
    without ITIL.
  • With ITIL all this is tracked.
  • Also
  • Mean-Time-To-Repair (MTTR)
  • Mean-Time-Between-Failure (MTBF)

23
Incident Management
  • Restore normal service operation as quickly as
    possible and minimize the adverse impact on
    business operations, thus ensuring that the best
    possible levels of service quality and
    availability are maintained
  • A report problem or complaint.
  • Help desk Service desk etc.
  • The DBA might get a call
  • Reactive, Break-fix
  • Database down, Database slow, Job failure, Schema
    Changes, Add users
  • Service Desk, Call Center, Ticketing System, P1,
    SEV-1
  • 24x7, Remote Access, VPN

24
Problem Management
  • Minimize the adverse impact of Incidents and
    Problems on the business that are caused by
    errors within the IT infrastructure, and to
    prevent recurrence of Incidents related to these
    errors
  • Remember my example they find the problems and
    turn them into errors. Some DBA may be directly
    involved with this group.
  • DBA May interact with consistent problems
  • Proactive, Root Cause Analysis, Post-Mortem,
    Trend Analysis
  • This is separate from Incident Management

25
Configuration Management
  • Provide accurate information on configurations
    and their documentation to support all the other
    Service Management processes
  • They own everything and when a change goes in
    they are responsible for making sure the CMDB
    reflects the change as well they will have a PIR
    Post Implementation Review and someone from the
    DB group should be involved
  • The DBA will know how and when the DB is accessed
    and should get this information to this group
  • How does Server A differ from Server B?
  • Who has access to Server A?
  • Environmental.UNIX / Mainframe / Windows.
  • Which patches have been applied to this CRM
    environment?
  • When does the Support Contract expire?
  • Who is the Business Owner?

26
Change Management
  • Ensure that standardized methods and procedures
    are used for efficient and prompt handling of all
    Changes, in order to minimize the impact of
    Change related incidents upon service quality,
    and consequently to improve the day-to-day
    operations of the organization
  • A change would have been defined an RFC and if it
    involved a database you should have someone
    involved in the review of the change.
  • Change Management is not project management,
    however it is responsible for this change being
    done and being done on time.
  • DBA will be involved if not on the CAB team
  • Risk Analysis, ROI Analysis
  • Pre-Test Plan
  • Pre-Communication Plan
  • Pre-Signoffs
  • Backup Plan
  • Execution Plan
  • Backout Plan
  • Post-Test Plan
  • Post-Communication Plan
  • Post-Signoffs
  • Documentation Updates
  • Contingency Plan Updates

27
Release Management
  • Design and implement efficient procedures for
    the distribution and installation of Changes to
    I.T. Systems
  • Release management makes sure all the players
    responsible for the change are involved and
    coordinates with the various departments on
    release schedules testing etc. Again this is not
    project management..
  • DBA will definitely work with this group
  • Installs
  • Upgrades
  • Patches
  • Database Change Management
  • Impact
  • Rollback
  • etc

28
Service Level Management
  • Maintain and improve I.T. Service quality,
    through a constant cycle of agreeing, monitoring
    and reporting upon I.T. Service achievements and
    instigation of actions to eradicate poor service
    in line with business or cost justification
  • Good old SLA and Operation Level Agreement
  • Should maintain a service catalog to understand
    if agreements are being met
  • Should always be running a Service Improvement
    Program
  • How to do things better or cheaper
  • Today the DBA will be under some SLA agreement
    but should have a better understanding of
    priority
  • Service Level Agreements
  • Operational Level Agreements
  • Satisfaction Surveys

29
Financial Management
  • Provide cost-effective stewardship of the I.T.
    assets and resources used in providing I.T.
    Services
  • Budget / Accounting - what it costs to do
    business
  • Everybody spends money these guys track it
  • Hardware, Software, Personnel, Facilities,
    Service Contracts
  • TCO, ROI, Budgeting, Accounting, Charging
  • Server Consolidation, Standard Edition,
    Colocation, Linux, Open Source

30
Capacity Management
  • Ensure that cost-justifiable I.T. capacity
    always exists and that it is matched to the
    current and future needs of the business
  • What they need now to run the business and what
    they will need in the future
  • Measure of workload how we doing now
  • Keep track of all resources including employees
    and IT assets
  • Performance management lands here. Monitor and
    tuning.
  • Should have a Capacity Management Database for
    analysis
  • The DBA will be involved in all of theses task
    and provide data and advice
  • Monitoring
  • Tuning!
  • Capacity Planning
  • Demand Management

31
Continuity Management
  • Support the overall Business Continuity
    Management process by ensuring that the required
    I.T. technical and service facilities (including
    computer systems, networks, applications,
    technical support and Service Desk) can be
    recovered within required, and agreed, business
    timescales
  • Responsible for understanding the impact of the
    applications and components of your IT
    department. You will be involved in the Business
    Impact Analysis of your databases and there use
    by applications
  • Need to know all the assets, the threats and
    possible vulnerabilities.
  • DBA will provide plans and criteria
  • Disaster Recovery
  • Contingency Planning
  • Application Error or fallback
  • Fire, earthquake, flood, power failure

32
Availability Management
  • Understand the Availability requirements of the
    business and plan, measure, monitor and
    continuously improve the Availability of the I.T.
    Infrastructure, services and supporting
    organization to ensure that these requirements
    are met consistently
  • Design for availability measure MTTR and MTBF
    and my favorite MTBSI
  • DBA - what do you need to get where the business
    wants to go
  • Availability is Job 1!
  • High Availability, Hardware?
  • Redundancy, RAC
  • SAN, NAS, Active-Passive Configuration
  • Backups! Backups! Backups! Test! Test! Test!

33
Security Management
  • The process of Security Managementis required to
    establish the necessary logical and physical
    security measures to ensure (Confidentiality,
    Integrity and Availability) C.I.A. of IT Systems
    and information.
  • Determine confidentiality, integrity and
    availability of data
  • Physical security, technical security and
    procedural security
  • DBA Day to day and compliance standards
  • Database Access and authorities
  • Application access and database and change
    management
  • Audit access
  • Rules, Regulations and Compliance

34
What are the ITIL deliverables / goals of the DBA
function?
  • Operational management tools
  • Management reports and information
  • Exception reviews and reports
  • Review and audit reports
  • Operational Document Library
  • A stable, secure and resilient infrastructure
  • A log or database or all operational events,
    alerts and alarms
  • Fail-over and disaster recovery testing schedule
  • Operational work schedules

35
War Story Small Company (IT lt100)
  • Pre ITIL
  • No standards for logging issues
  • No standard tool
  • Poor prioritization or escalation of issues
  • Lost tickets
  • No loop back on changes
  • Changes were implemented with no measurement
  • Phase 1 Incident Management (first 9 months)
  • Single point of contact
  • Standard tool across IT
  • Restricted access to create tickets
  • Assigned an Incident Process owner and
    coordinator

36
War Story - Small Company
  • Phase 2 Implemented Change Management
  • Uniquely identify change
  • Use RFC request for change
  • Phase 3 Implement Change Management (2 years
    later)
  • Refine RFC
  • Create a CAB change advisory board
  • Assign a process owner and coordinator
  • Prioritize and categorize
  • Urgent Standard Minor Medium Major
  • Approval process

37
War Story - Small Company
  • Two years later
  • Got real formal
  • Acknowledgement you can always do better
  • Proof
  • 95 of all incidents through one single point of
    contact
  • 97 reduction of outstanding incidents in one
    year
  • Year one 23 reduction in incidents
  • Year two 35 reduction in incidents
  • Year three 40 reduction in incidents

38
Small Company Savings?
  • Cost Per Incident in dollars
  • Level 1 25
  • Level 2 200
  • Level 3 500
  • Reduced number of calls 2500
  • Handled without escalation 1400
  • Savings approx. 250,000.00 per year
  • Whats wrong with this view of savings? Where are
    the trucks?

39
Implement What
  • Adopting ITIL requires
  • adopting some new terminology
  • completely reinventing the organization
  • focus on a single ITIL process
  • include all ten.
  • Staffing
  • It might be staffed exclusively with internal
    resources or might rely heavily on expert
    assistance.
  • The approach taken to ITIL adoption will depend
    on the level of nature of that adoption.

40
Prioritize your time?
  • I Activities that are Important and Urgent e.g.
    Incident Management
  • II Activities that are Important but not Urgent
    e.g. Configuration Management
  • III Activities that are not Important but
    Urgent
  • IV Activities that are not Important and not
    urgent

41
DBA ITIL Procedures
  • Rate each ITSM focus area
  • Rate the quality of each deliverable
  • Decide what level you want to reach
  • Determine how much work is involved
  • Determine how much time you need

42
Summary
  • ITIL is coming to your organization or has
    already arrived.
  • Its better to be a head of the curve.get
    certified.
  • Your organization is dependent on IT. The better
    IT delivers services the better your business
    will do.
  • Your job function will not really change with
    ITIL best practices, but it will improve the
    quality of your organization.
  • The implementation of ITIL is not cheap or easy.
    However the IT world we work in is not getting
    less complicated nor is it shrinking.

43
Q A
  • Did you learn anything today?
  • QUESTIONS
  • It is not necessary to change. Survival is not
    mandatory.
  • - Deming
  • If you think of one .my email mike_sniezek_at_bmc.co
    m
Write a Comment
User Comments (0)
About PowerShow.com