ITIL-Foundation Course Training jerry 2

Iterative Activities
CDB
Monitoring
Analysis
Implementation
Monitoring
Demand Management
Capacity Maximum capacity
workload
Time
Capacity Management Database
Objective of the process
• Capacity Management is the process that manages :
• • • • • the right capacity, at the right location, at the right moment, for the right Customer, against the right costs
Financial Management
Release Management
Service Level Management
Change Management
Configuration Management Incident Management Problem Management
Service Desk
Capacity Management & the Business
Business Strategy
Business plan
Capacity Management
IS / IT Strategy
IS/IT Business Plan
SubSub-Processes
Business plans
Objective of the process
Availability Management
可用度管理是用來將IT基礎架構的容量達到最佳化，並且 讓企業組織能夠提供藉以達到其商業目的所需的一套經濟 有效又穩定持續的可用度管理流程。
• Vital Business Function（VBF）：必備的商業功能 • Availability：可用度 • Reliability：可靠度 • Maintainability：可維護度 • Mean Time Between Failures • Serviceability：可服務度 (MTBF)平均失效間隔時間 • Security：保全 • Mean Time to Repair • Detection time：偵測時間 (MTTR)平均維修時間 • Response time：反應時間 • Mean time between system incidents • Repair time：維修時間 (MTBSI)發生系統事件的平均間隔 • Recovery time：恢復時間 時間
In order to meet the current and future demand of the customer regarding IT service provision
Capacity Management
容量管理是用來管理如何在對的位置、對的時機，為對的 客戶，以對的成本提供合適的容量，確保可以滿足客戶目 前與未來關於IT服務提供方面的需求 • Capacity Plan：容量規劃 • Application Sizing：應用程式規模大小的評估 • Performance Monitoring：效能監測 • Demand Management：需求管理 • Modeling：模型化 • CDB (Capacity DB)：容量管理資料庫 • Tuning：調校 • Service Improvement Plan：服務改善計畫
ITIL Foundation Course
Financial Management
Financial Management
Availability Management Capacity Management IT Service Continuity Management Security Management
Business Capacity Management
Service Level Agreements
Service Capacity Management
Technology requirement
Resource Capacity Management
The sub-process of Capacity sub• Business Capacity management (BCM) – Ensuring future business requirements for IT services are considered and matched to capability • Service Capacity Management (SCM) – Managing performance of IT services delivered to customers and documented in SLA to customers • Resource Capacity management (RCM) – Management of components ensuring that all resources are monitored & measured
Statements – What do you think?
• “Availability Management is unnecessary once you have effective Incident & Problem Management in place” • “Measuring availability in only relevant if you measure end-to-end service end-toavailability”
ITIL Foundation Course
Availability Management
Availability Management
Availability Management Capacity Management IT Service Continuity Management Security Management
Financial Management
Release Management
Service Level Management
Change Management
Configuration Management Incident Management Problem Management
Service Desk
Financial ManagementRelease Manag Nhomakorabeament
Service Level Management
Change Management
Configuration Management Incident Management Problem Management
Service Desk
Data :
Business Service Technical Financial Utilization
The Capacity Management Process
Statements – What do you think?
• “Each technology area within IT is unique: It is simplistic to introduce 1 process to deal with all capacity issues” • “Capacity Management is useless without active business input”
ITIL Foundation Course
Capacity Management
Capacity Management
Availability Management Capacity Management IT Service Continuity Management Security Management
Objective of the process
IT Continuity Management
IT接續管理是透過確保所需的IT基礎架構和必須提供的IT 服務可以在要求和同意的時間內恢復，以支援整體的商業 接續管理。
• Business Continuity Management（BCM）：企業接續管理 • Disaster：災難 • Risk Assessment：風險評估 • Countermeasure：反制對策 • Manual Work-around：手動暫代 • Reciprocal Arrangement：互惠借調安排 • Gradual Recovery：逐漸恢復 • Intermediate Recovery：中速恢復 • Immediate Recovery：立刻恢復
Financial Management
• 為所提出的IT服務中所使用的IT資產和財務資源，提供 一 套經濟有效的職責劃分原則 • IT服務的預算、會計和請款/索費流程 • 要能計算出IT服務的所有相關花費，並且要能把這些費 用轉價給組織中使用服務的客戶部門。
• Zero based budgets：從零開始的預算規劃 • Incremental budgets：累增式的預算規劃 • Cost Type：成本類型 • Cost Elements：成本項目 • Cost Units：成本單位 • Cost Model：成本計算模型 • IT Accounting：IT會計 • Charging：收費 • Operational Costs：營運費用成本 • Capital Costs：資本支出成本