Microsoft PowerPoint - s01.ppt [호환 모드]
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1 <Insert Picture Here> IT 서비스운영 Best Practice 와오라클솔루션소개 신현택컨설턴트, GTMi, 한국오라클
2 Agenda Overview Products which support ITIL processes Solutions & Best practices
3 Overview
4 IT Challenge IT Org is required to manage complex ENV and Process to enable Business to meet its objectives efficiently and effectively IT Complexity IT Maturity Business Alignment
5 IT Solution IT Complexity IT Maturity Business Alignment Organized Matured Business process practices perspective Capabilities is needed to manage based on organized process in business perspective cost-effectively
6 IT Service Management IT Service Management Is a set of specialized organizational capabilities for providing value to customers in the form of services ITIL: Information Technology Infrastructure Library - Provides a comprehensive, consistent and coherent set of best practices focused on the management of IT service processes - Promotes a quality approach to achieving business effectiveness and efficiency in the use of information systems
7 The Service Support Process Management Tools Incidents Incidents Difficulties Queries, Enquiries The Business, Customers & Users Communication Updates Workarounds Incident Service Desk Changes Problem Releases Change Release Configuration CMDB Incidents Problems Known Errors Changes Releases CIs Relationships
8 The Service Delivery Process The Business, Customers & Users Queries Enquiries Communication Updates Reports Service Level Management Requirements Targets Achievements Availability Management Capacity Management IT Financial Management IT Service Continuity Mana agemen nt Tools Al lerts, Ex xception ns, Cha anges
9 Integrated IT Technology solution Business Performance dashboard, d Portal for business, and management User Daily interaction processes: Incident, Change, Problem & Service Request management IT Func ction Network & Desktops Applications Servers Source code management tools Release management tools Internal view of IT components - CMDB Database Infrastructure and and application monitoring tools
10 Why ITIL? IT Org App System s/w H/W N/W a Service App 1 DB Unix WAN App 2 WAS MS LAN Customer Request ITIL is Process-Oriented - Customer perspective, Cost effective, Low risk, High return value
11 Products which h support ITIL processes
12 EM Grid Control 아키텍쳐 관리서비스 - UI 의제공 - 관리에이전트로부터의정보를관리리포지터리에보존 관리리포지터리 - 관리에이전트가수집한정보를저장 관리에이전트 - 관리대상의정보를수집 - 관리서비스에정보를송신 관리용서버 감시대상의서버 AS 관리콘솔 관리정보의수집 저장 관리조작의실행 관리정보의참조 http/https 관리서비스 관리리포지터리 http/https http/https 관리에이전트 감시대상의서버 관리에이전트 DB DB
13 Oracle EM Management Packs Database Management Packs - Tuning Pack - Diagnostics Pack - Configuration Management Pack - Change Management Pack - Provisioning Pack for DB - Data Masking Middleware Management Packs - Diagnostics Pack Plus - Configuration Management Pack - Provisioning i i Pack for AS - Management Pack for SOA - IAM Management Pack Standalone Management Packs - Service Level Management Pack - Configuration Management Pack for Non-Oracle Systems - Provisioning Pack - Linux Management Pack (*) Application Management Packs - Application Management Pack for PeopleSoft Enterprise - Application Management Pack for Siebel - Application Management Pack for Oracle E-Business Suite (*) Unbreakable Linux 계약을가지고계신고객에게제공
14 Grid Control Plug-in Non-Oracle DBs - Microsoft SQL Server - IBM DB2 Database Network Devices - Check Point Firewall - Juniper Netscreen Firewall - F5 BIG-IP Local Traffic Manager &Load Balancers Storage Devices - EMC Celerra Server - EMC Symmetrix DMX System - NetApp Storage Filers Hosts - (Linux, Windows, Unix) Non-Oracle Middleware - BEA WebLogic - IBM WebSphere - Microsoft.Net Framework - Microsoft Active Directory - Microsoft BizTalk Server - Microsoft Commerce Server - Microsoft Internet t Information Server (IIS) - Microsoft Internet Security and Acceleration (ISA) Server - JBoss Application Server - IBM WebSphere MQ
15 Service Support process ITIL Processes Service Desk Incident mgmt Problem mgmt Release mgmt Change mgmt Sibel helpdesk Grid control EM solution Application performance mgmt, Diagnostic pack, Tuning pack Change mgmt pack, Provisioning pack Configuration mgmt Configuration mgmt pack
16 Service Delivery process ITIL Processes Service level management EM solution Service Level Management pack, Application Performance management Availability mgmt RAC, Automatic storage mgmt ITSCM Data guard
17 Solutions & Best practices
18 DB 수준관리및 DB 성능향상 솔루션 IT 서비스와지원 Business Function 과 mapping IT 서비스가용성, 성능에대한수준관리, IT 서비스를구성하고있는시스템 Component 별세부적인기능으로관리 DB 서비스수준이목표치를미달하는경우 DB Tuning, Diagnostic Pack 를통해서수준향상 Benefits IT 서비스중요도를비즈니스관점으로평가가능 IT 와고객간의명확한 R&R 정의 Business Function 중요도에따라, IT 서비스지원우선순위결정 IT 서비스모니터링을통해서취약한 IT 요소발견
19 Oracle EM 를사용한 RAC 관리 솔루션 RAC(Real Application Clusters) 구성노드상태정보관리, RAC 가용성, 성능서비스수준관리 RAC가지원하는 Business function 과 mapping, RAC 노드추가및변경관리 Benefits 변경으로인한 IT 서비스 down time 최소화 (IT 서비스 Availability 향상 ) 변경으로인한장애발생최소화 DBA 업무 Simplification
20 Oracle EM 를통한 DR 구성및관리 솔루션 Disaster Recovery 센터구축을위한 Oracle Data guard 구성및변경관리단순화 GUI 를통한변경관리 DR 구성을위한수행및권고사항제시 Benefits Disaster Recovery 구성자동화로인한운영비용및 Risk 감소 Disaster Recovery Option 동작에대한보장 DBA 업무효율성증가
21 Application 서비스수준관리 솔루션 IT 서비스와지원 Business Function 과 mapping, J2EE Application 및 Oracle Forms 의성능모니터링및진단 End-to-End IT 서비스장애원인분석 J2EE 엔지성능분석 Network URL JSP/ EJB JDBC/ Servlet SQL internet Benefits 어플리케이션을서비스수준으로관리 (Availability, 장애발생등 ) customer experience & application performance 실시간감시 장애발생에대한단계적감시로사용자영향최소화 어플리케이션장애의원인분석
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