MOF SMFService Management Function Overview文档格式.docx

1、 Without limiting the rights under copyright, this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means （electronic, mechanical, photocopying, recording, or otherwise）, but only for the purposes provided in the express written permis

2、sion of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does n

3、ot give you any license to these patents, trademarks, copyrights, or other intellectual property.Unless otherwise noted, the example companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted herein are fictitious, and no association with any real

4、company, organization, product, domain name, email address, logo, person, place, or event is intended or should be inferred. 2005 Microsoft Corporation. All rights reserved.Microsoft is a registered trademark of Microsoft Corporation in the United States and/or other countries.The names of actual co

5、mpanies and products mentioned herein may be the trademarks of their respective owners.ContentsOverview 1Document Purpose 1Intended Audience 1How to Use This Guide 1Background 2Microsoft Frameworks 2Microsoft Solutions Framework 3Microsoft Operations Framework 3Microsoft Operations Framework Overvie

6、w 5MOF Core Concepts 5MOF Core Models 5The MOF Process Model 5The MOF Team Model 8The MOF Risk Management Discipline 10MOF Process Model Quadrants and SMFs 11Changing Quadrant 11Change Management 11Configuration Management 11Release Management 12Operating Quadrant 12System Administration 12Security

7、Administration 12Directory Services Administration 13Network Administration 13Service Monitoring and Control 13Storage Management 13Job Scheduling 13Supporting Quadrant 14Service Desk 14Incident Management 14Problem Management 14Optimizing Quadrant 15Service Level Management 15Financial Management 1

8、5Capacity Management 15Availability Management 15IT Service Continuity Management 16Workforce Management 16Security Management 16Infrastructure Engineering 16Next Steps 16Appendix: Suggested Training and Reading 19Courses 19Books 19Web Sites 191OverviewThis chapter provides background information on

9、 the purpose of this guide, its intended audience, and its subject: Microsoft Operations Framework （MOF）.Document PurposeThe intent of this document is to introduce service management functions （SMFs） and provide background information about their purpose and origin. SMFs provide operational guidanc

10、e for Microsoft technologies employed in computing environments for information technology applications. SMFs are a core part of Microsoft Operations Framework （MOF）, which provides guidance through courses, services, guides, and other means that enable organizations to achieve mission-critical syst

11、em reliability, availability, supportability, and manageability of IT solutions.The content of this document, and the SMF guides for which it serves as an introduction, draws from best-practice guidelines included in the Information Technology Infrastructure Library （ITIL）, which is documented and m

12、aintained by the Office of Government Commerce （OGC）. Companies and organizations whose years of IT operations experience have contributed toward the guidelines documented in ITIL include Accenture, Avanade Inc., Fox IT, Hewlett-Packard Company, Lucent Technologies/NetworkCare Professional Services,

13、 Microsoft Consulting Services （MCS）, and Microsoft Operations and Technology Group （OTG）formerly known as Information Technology Group （ITG）. Intended AudienceThis material is valuable to both internal staff and consultants. It is aimed primarily at two main groups: IT operations managers and IT pr

14、ofessionals, as well as support staff （including analysts and service desk specialists） working in or supporting the operations of a production IT environment.It is assumed that readers are fully conversant with the MOF Process and Team models and with the MOF Risk Management Discipline. These conce

15、pts are briefly reviewed in this document, but are described in greater depth in a series of technical papers, available at How to Use This GuideMOF SMF guides are standardized to ensure consistency across the guides. This document is intended to present background information that is common to all

16、of the SMF guides.All SMF guides follow this basic high-level structure: Executive summary Introduction Process and activities Roles and responsibilities Relationship to other SMFsBackgroundThe OGC developed ITIL as a comprehensive and coherent code of practice to help organizations provide efficien

17、t and cost-effective IT services. The OGC is a United Kingdom government executive agency responsible for developing best practices advice and guidance on the use of information technology in service management and operations. To accomplish this, the OGC charters projects with leading IT companies a

18、round the world to document and validate best practices in the disciplines of IT service management and operations.Microsoft FrameworksMicrosoft Frameworks are bodies of knowledge pertaining to the development, deployment, and operation of software and infrastructure solutions. The Frameworks provid

19、e technical guidance built on proven practices for people, processes, and technology based on the IT life cycle. Frameworks content is distributed through a variety of mechanisms, including technical papers, courseware, and service offerings, generally associated with Microsoft Solution Offerings. A

20、 vital part of the Frameworks strategy is to address the dynamic, ever-changing nature of todays distributed IT environments. Microsoft Consulting Services, Product Support Services, and Microsoft partners deliver solutions through integrated frameworks and custom-tailored service engagements.The Mi

21、crosoft Frameworks draw upon the extensive experience that Microsoft, its customers, and industry partners have in deploying and operating mission-critical systems using Microsoft products and technologies. Frameworks principles for IT service management acknowledge and draw from the well-documented

22、 best practices within ITIL. The Frameworks provide a bridge between products and technologies on the one hand, and customer solutions on the other. They provide the managerial and technical knowledge that organizations need to get the most from their technology investment.The IT life cycle contains

23、 four phasesplanning, preparing, building, and operating, defined as follows: Planning. Identifying business needs, technologies, and solution options to align business and IT plans. Preparing. Developing the organizational readiness and individual skills needed to implement new technologies. Buildi

24、ng. Designing, developing, and deploying IT solutions rapidly and efficiently. Operating. Deploying repeatable processes, procedures, and customized support options to run highly available, scalable, reliable, and manageable systems.Microsoft Frameworks consists of two componentsMicrosoft Solutions

25、Framework （MSF） and Microsoft Operations Framework （MOF）. These correspond to the building and operating phases of the IT life cycle, respectively. Each framework provides the information, tools, and resources related to the people, processes, and technologies needed to successfully complete their c

26、orresponding phase. Aspects of each of the frameworks are also incorporated into the Microsoft Solution Offerings, described below.Microsoft Solutions FrameworkMicrosoft Solutions Framework （MSF） provides guidance in the planning, building, and deploying phases within a specific project life cycle.

27、This guidance is in the form of white papers, deployment guides, tools, templates, case studies, and courseware in the areas of enterprise architecture, application development, component design, and infrastructure deployment. Many of these resources are available online at Microsoft Operations Fram

28、eworkMicrosoft Operations Framework （MOF） offers comprehensive technical guidance for achieving mission-critical production system reliability, availability, and manageability for Microsoft products and technologies. This direction consists of white papers, operational guides, assessment tools, best

29、 practices, case studies, and support tools for effective data center management within todays complex distributed IT environment. Many of these resources are available online at 2Microsoft Operations Framework OverviewMicrosoft Operations Framework （MOF） is a collection of best practices, principles, and models. It provides comprehensive technical guidance for achieving mission-critical production system reliability, availability, supportability, and manageability for solut