Session 1 (Slide 1) - Course Logistics Основи на информационните системи Foundations of IT services доц., Владимир Димитров [email protected]

Authors acknowledgement and modification, terms of use and copyright and trademark information Initial compilation and authoring: David Graves and Paul Kontogiorgis Initial compilation and author date: 08/21/06. Additional modifications and dates are included in the lecture notes. By using these materials you agree to the IBM Terms of Use: http://www.ibm.com/legal/us/.IBM Terms of Use The IBM copyright and trademark information webpage is incorporated herein by reference: http://www.ibm.com/legal/copytrade.shtml.IBM copyright and trademark information Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 1 (Slide 2) - Course Overview Session 1 - Course Logistics - Course Overview - Questionnaire Session 2 - Computing Infrastructure Overview Computing Platforms and OS Session 3 - Computing Infrastructure Overview Networks Session 4 - Computing Infrastructure Overview Storage Session 5 - Computing Infrastructure Overview - Applications (DB, Middleware, CRM, IT Management, etc) Session 6 - Introduction to IT Services - ESM Introduction (IT Service Management) Session 7 - ESM Introduction (IT Infrastructure Management) Session 8 Exam Session 9 - Event & Fault Management (Introduction of terms and concepts) Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 1 (Slide 2) - Course Overview Session 10 - Event Management Cont. (Implementation and Configuration of Event Mgmt Service) Session 11 - Event Management Cont. (Event Processing - Operations Management (Notification, Escalation, etc)) Session 12 - Event Management Cont. (Service Interconnections and Tools Sampling) Session 13 - Problem Management Session 14 - Change Management Session 15 - Exam Session 16 - Configuration Management Session 17 - Asset Management (Inventory) Session 18 - Asset Management (Software Distribution) Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 1 (Slide 2) - Course Overview Session 19 - Performance and Capacity Management Session 20 - Midterm Exam Session 21- Case Study Overview and Assignments Session 22 - Security Management Session 23 - Network Management Session 24 - Case Study Workshop (Tools Survey/Research) Session 25 - Storage Management Session 26 - Workload Management Session 27 - Backup and Recovery Management Session 28 - Exam Session 29 - Case Study Workshop (Customer Feedback) Session 30 - End User Services (End User Self-Enablement, Remote Control, Help Desk, Deskside Support, Client Image Services) Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 1 (Slide 2) - Course Overview Session 31 - Reporting Management Session 32 - Business Process Management Fundamentals - Overview Session 33 - Business Process Management Supporting Infrastructure Session 34 - Case Study Extension Session 35 - Case Study Presentations Session 36 - Case Study Presentations Sessions 37-39 - Final Exam Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 2 (Slide 1) - Computing Infrastructure Overview Computing Platforms and OS Platform can be viewed as a framework, either in hardware or software, allowing software to run. Framework is a defined support structure in which another project can be developed The most common platforms include a computer's architecture, operating system, or programming languages Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 2 (Slide 2) - Computing Infrastructure Overview Computing Platforms and OS PC (Personal Computer) Laptop Server Midrange Mainframe Supercomputers Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 2 (Slide 3)- Computing Infrastructure Overview Computing Platforms and OS Operating system (OS) is a type of software which manages the hardware and software resources of a computer. OS tasks include controlling and allocating memory, prioritizing the processing of instructions, controlling input and output devices, facilitating networking, and managing files. The kernel is the lowest level of any operating system Most operating systems contain system software that manages a graphical user interface (Windows). Others use CLI, or command line interface (Unix) Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 2 (Slide 4) - Computing Infrastructure Overview Computing Platforms and OS Examples of Operating Systems include: Microsoft Windows UNIX Linux Macintosh OS Linux (GNU/Linux) Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 3 (Slide 1) - Computing Infrastructure Overview Networks Computer networking is considered a multidisciplinary field combining science and engineering to provide communication between computer systems. Networks involves two or more computers, which can be separated by a few centimeters (for example Bluetooth) or thousands of kilometers through the Internet. Computer networking is also considered a sub-discipline of telecommunications. Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 3 (Slide 2) - Computing Infrastructure Overview Networks Computer networks are implemented using protocol stack architectures, computer buses, or combinations of layers (media and protocol) The OSI modelTCP/IP model defines the Network access layer as: Transport layer Network layer Data link layer Physical layer Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 3 (Slide 3) - Computing Infrastructure Overview Networks A network topology is the pattern of links connecting nodes of a network. One-way links are the simplest connection between two devices. Return links or secondary links may be added for two-way communication. Examples of network topologies include ring, mesh, star, fully connected, line, tree and bus. Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 3 (Slide 4) - Computing Infrastructure Overview Networks Important Networking concepts include: Hubs Routers Printers Firewalls Switches Fiber Optic panels Storage area networks Server network interfaces Other Local Area Network (LAN) components Wide Area Network (WAN) circuits Metropolitan Area Network (MAN) circuits Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 4 (Slide 1)- Computing Infrastructure Overview Storage The term computer storage broadly refers to integrated circuits, magnetic or optical disks, and/or cartridge tape devices used by computer systems to record and retain digital data for some interval of time. Storage more commonly referred to as mass storage magnetic disks, removable optical disks, tape cartridges, and other types of media is: Much slower than RAM (Random Access Memory) Far less expensive than RAM Designed for permanent retention of data Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 4 (Slide 2) - Computing Infrastructure Overview Storage Characterization of storage includes a tiered hierarchy, or the division of primary, secondary, tertiary and off-line storage or distance from the central processing unit. Other ways to characterize various types of storage includes: Volatility of Information Ability to access non-contiguous information Ability to change information Addressability of information Capacity and Performance Stability of media over time Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 4 (Slide 4) - Computing Infrastructure Overview Storage Primary storage, or internal memory, is computer memory that is accessible to the central processing unit of a computer via a high performance memory bus and without the use of computer's input/output channels. Primary storage is used to store data that is likely to be in active use also called a ready reference site to hold both data and binary code that is in active use. Primary storage is significantly more expensive than other types of storage media Primary storage may be built from dynamic (RAM) or fixed (ROM) memory, or some combination thereof Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 4 (Slide 5) - Computing Infrastructure Overview Storage Primary Storage Cont. RAM RAM (Random Access Memory) is: Temporary storage; frequently modifying and/or replacing its stored contents Extremely fast, when compared to other types of storage Expensive, when compared to other types of storage Volatile, losing retained information if the power is interrupted Dynamic cells (must be constantly electrically refreshed to retain contents) DRAM SDRAM VRAM RDAM Static cells (content is retained as long as power is applied to the bus) include SRAM and Cache Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 4 (Slide 6) - Computing Infrastructure Overview Storage Primary Storage Cont. ROM ROM (Read Only Memory) memory is: Fixed content; commonly used for data or code that does not change (example: system bios) Extremely fast, when compared to other types of storage Expensive, when compared to other types of storage Non-volatile, retaining cell content regardless of whether power is applied to the bus or not Examples of ROM include: ROM (fixed content read-only memory) PROM (programmable read-only memory) EPROM (electrically re-programmable read-only memory; contents are erasable under ultraviolet light) EEPROM (electrically erasable/electrically re-programmable read-only memory) Flash memory (a board-resident form of EEPROM) Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 4 (Slide 7) - Computing Infrastructure Overview Storage Secondary storage, also called external memory, is memory that is not directly attached to the central processing unit of a computer, requiring the use of computer's input/output channels. Secondary storage is used to maintain data that is not in active use. It is significantly slower than primary storage but has much greater storage capacity and is non-volatile, preserving stored data in an event of power loss. Storage devices in this category include: Hard disk (magnetic or optical) Floppy disk CD, CD-R, CD-RW DVD Magnetic tape Paper tape and punch cards External RAMdisk subsystems Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 4 (Slide 8) - Computing Infrastructure Overview Storage Secondary Storage cont. Network storage is any type of computer storage that involves accessing information over a computer network. SAN NAS Examples of Network storage includes: Network-attached storage is secondary or tertiary storage attached to a computer which another computer can access over a local-area network, a private wide-area network, or in the case of online file storage, over the Internet. Network computers are computers that do not contain internal secondary storage devices. Instead, documents and other data are stored on a network-attached storage. Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 4 (Slide 9) - Computing Infrastructure Overview Storage Tertiary storage or tertiary memory, is a computer storage system consisting of one or more storage drives and an automatic media library, for example a tape library or optical disc jukebox. Near-line storage is a storage medium that can be recalled without manual intervention, but usually at the cost of incurring a significant delay. (i.e. direct data retrieval from a tape library or optical jukebox. Off-line storage is a computer storage medium which must be inserted into a storage drive by a human operator before a computer can access the information stored on the medium. Examples of Off-line storage include floppy disks, optical discs, and magnetic tape. Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 5 (Slide 1) - Computing Infrastructure Overview Applications (DB, Middleware, CRM, IT Management, etc.) Computer software are the programs and procedures that provide a computer the ability to perform a task. There are three major software classes: System software runs the computer hardware and the computer system. Programming software provides tools for writing computer programs and software using different programming languages Application software Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 5 (Slide 2) - Computing Infrastructure Overview Applications (DB, Middleware, CRM, IT Management, etc.) Application software is a subclass of computer software that calls on the computer directly to perform a task Application software allows users to accomplish non-computer related tasks. Note: Application refers to both the application software and its implementation. Businesses are the biggest users of application software Many application software examples may be found at the Business Software Directory. Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 5 (Slide 3) - Computing Infrastructure Overview Applications (DB, Middleware, CRM, IT Management, etc.) Application software classification includes: Analytical software Statistical packages Collaborative software Blogs, Wikis Computer-mediated communication E-mail, Web Browsers Business software CRM, enterprise business software, etc Database Software Oracle, DB2, Microsoft SQL, Informix Entertainment and Multimedia and Art Software Video games, picture editing sw, Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 5 (Slide 4) - Computing Infrastructure Overview Applications (DB, Middleware, CRM, IT Management, etc.) Application software classification includes: Middleware software Message Queue Series, Tuxedo IT Management software Tivoli, CA Unicenter, HP Openview, etc. Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 6 (Slide 1) - Introduction to IT Services ESM Introduction Enterprise an entire company, everything, all-inclusive Systems Information Technology Infrastructure, hardware and software, data, information, and processes Management The monitoring and controlling of entities Service Providing function to something or someone Business Process or Process The method used to perform tasks or jobs Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 6 (Slide 2) - Introduction to IT Services ESM Introduction - Definitions Enterprise Systems Management - The complete and total management of a company's IT elements and/or environment Enterprise Operational Process - The foundation and creation point for all management related services for the enterprise Server OS - The operating system is responsible for running and managing the server. Some examples include Windows, Linux, Unix, etc Application - A program run on a computer to satisfy a certain need under the OS (examples include Lotus Notes, Siebel, WebSphere) Network - The layer of computing the is responsible for interconnecting IT elements Database - An application primarily used for storing data Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 6 (Slide 3) - Introduction to IT Services ESM Introduction - Definitions Process Layer - The layer in ESM containing the Operational Processes Functional Layer - The layer in ESM containing the management disciplines for services I/T Element Layer - The layer in ESM enumerating the I/T elements in the environment Infrastructure Management - The discipline regarding services responsible for maintaining and managing the IT elements in an environment Relationship Management - The discipline containing the services that are customer facing in relation to their IT infrastructure Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 6 (Slide 4) - Introduction to IT Services ESM Introduction - Definitions Inter-Discipline Interface - Connection between two management disciplines Inter-Service Interface - Connection between two services Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 6 (Slide 5) - Introduction to IT Services ESM Introduction Services Definitions Customer Service Center - The location where customer interact and interface with the IT provider Command Center - The location where operators manage the IT environment Subject Matter Experts (SME's) - Personnel trained in specific areas within the IT environment, such as application, network, os, etc Project Office - The group within the IT provider matrix responsible for managing the revolving projects for a customer Composite Elements - Disparate data collected to manage the IT infrastructure Server/Application Elements - IT elements directly supporting the hw, os, and applications within the IT infrastructure Network Elements - IT elements directly supporting the interconnections within the IT infrastructure Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 6 (Slide 6) - Introduction to IT Services ESM Introduction Services Definitions Capacity/Performance Management - The non-functional service regarding the long term trending of performance coupled with a knowledge of future load to predict needed capacity Operations Management - The service responsible for directly managing the IT infrastructure based on user experience and event management outputs Recovery Management - The service which manages the complete recovery of your IT infrastructure which is closely related to backup management Security Management - The service managing the protection of your IT infrastructure from external attacks, and preventative measures taken to meet the same Business Process Management - The service mapping IT elements to a customer's major business processes Remote Control - The service managing IT elements remotely, usually through an agent to reduce downtime Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 6 (Slide 7) - Introduction to IT Services ESM Introduction Services Definitions Inventory - The service responsible for capturing the software and hardware information for a customer's IT environment Reporting Management - The service responsible for collecting and displaying data to the infrastructure owners and customers Request Management - The service responsible for retaining collecting and managing requests made of the IT environment Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 6 (Slide 8) - Introduction to IT Services ESM Introduction Services Definitions SLA Management - The service, which is closely tied into reporting management, responsible for capturing and displaying Service Level Agreement data Knowledge Management - The service containing reusable standardized information used for reference and future engagements Asset Management - The service is the combination of Remote Control, Inventory and Software Distribution services Notification/Escalation Management - The service responsible for managing the appropriate notification based on event management outputs Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 6 (Slide 9) - Introduction to IT Services ESM Introduction Services Definitions Call/Problem Management - The service responsible for managing user deficiencies and alerting the appropriate parties Change Management - The service managing the requests and completion of changes made to the IT infrastructure End-User Experience Management - The service managing the non-functional (intangible qualities such as performance) customer requirements Platform Management Systems - Systems within the IT infrastructure that manage the server and application IT elements SNMP Management - The service responsible for managing SNMP (Simple Network Management Protocol) traffic Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 6 (Slide 10) - Introduction to IT Services ESM Introduction (IT Service Management) IT Service Management or Relationship Management - The discipline containing the services that are customer facing in relation to their IT infrastructure Reporting Request management Service level agreement management Knowledge management Asset management Notification Escalation Help desk Problem management Change management Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 7 (Slide 1) - Introduction to IT Services ESM Introduction (IT Infrastructure Management) Infrastructure Management - The discipline regarding services responsible for maintaining and managing the IT elements in an environment Infrastructure Management Backup Recovery Software distribution Configuration Event Availability Capacity Performance Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Session 7 (Slide 2) - Introduction to IT Services ESM Introduction (IT Infrastructure Management) Infrastructure Management Operations Disaster recovery Security Remote control Inventory Provisioning Storage License Business process Foundations in IT services I and II Copyright IBM Corporation 2007. All rights reserved

Documents

Session 1 (Slide 1) - Course Logistics Основи на информационните системи Foundations of IT services доц., Владимир Димитров [email protected]