Session 1 (Slide 1) - Course Logistics Foundations of IT
services ., [email protected] Foundations in IT services I and
II Copyright IBM Corporation 2007. All rights reserved
Slide 2
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
Slide 3
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
Slide 4
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
Slide 5
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
Slide 6
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
Slide 7
Session 1 (Slide 3) - Questionnaire 1. ( , , )? 2. ( )? 3. ( )?
4. , ? 5. ? 6. - (. , )? 7. ? 8. , ? Foundations in IT services I
and II Copyright IBM Corporation 2007. All rights reserved
Slide 8
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
Slide 9
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
Slide 10
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
Slide 11
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
Slide 12
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
Slide 13
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
Slide 14
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
Slide 15
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
Slide 16
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
Slide 17
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
Slide 18
Session 4 (Slide 3) - Computing Infrastructure Overview Storage
Foundations in IT services I and II Copyright IBM Corporation 2007.
All rights reserved
Slide 19
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
Slide 20
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
Slide 21
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
Slide 22
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
Slide 23
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
Slide 24
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
Slide 25
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
Slide 26
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
Slide 27
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
Slide 28
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
Slide 29
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
Slide 30
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
Slide 31
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
Slide 32
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
Slide 33
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
Slide 34
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
Slide 35
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
Slide 36
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
Slide 37
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
Slide 38
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
Slide 39
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
Slide 40
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
Slide 41
Session 7 (Slide 3) - Introduction to IT Services ESM
Introduction (IT Infrastructure Management) Foundations in IT
services I and II Copyright IBM Corporation 2007. All rights
reserved
Slide 42
Session 7 (Slide 4) - Introduction to IT Services ESM
Introduction (IT Infrastructure Management) Foundations in IT
services I and II Copyright IBM Corporation 2007. All rights
reserved dbg420