MOF SMFService Management Function Overview文档格式.docx

MOF SMFService Management Function Overview文档格式.docx

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Contents

Overview1

DocumentPurpose1

IntendedAudience1

HowtoUseThisGuide1

Background2

MicrosoftFrameworks2

MicrosoftSolutionsFramework3

MicrosoftOperationsFramework3

MicrosoftOperationsFrameworkOverview5

MOFCoreConcepts5

MOFCoreModels5

TheMOFProcessModel5

TheMOFTeamModel8

TheMOFRiskManagementDiscipline10

MOFProcessModelQuadrantsandSMFs11

ChangingQuadrant11

ChangeManagement11

ConfigurationManagement11

ReleaseManagement12

OperatingQuadrant12

SystemAdministration12

SecurityAdministration12

DirectoryServicesAdministration13

NetworkAdministration13

ServiceMonitoringandControl13

StorageManagement13

JobScheduling13

SupportingQuadrant14

ServiceDesk14

IncidentManagement14

ProblemManagement14

OptimizingQuadrant15

ServiceLevelManagement15

FinancialManagement15

CapacityManagement15

AvailabilityManagement15

ITServiceContinuityManagement16

WorkforceManagement16

SecurityManagement16

InfrastructureEngineering16

NextSteps16

Appendix:

SuggestedTrainingandReading19

Courses19

Books19

WebSites19

1

Overview

Thischapterprovidesbackgroundinformationonthepurposeofthisguide,itsintendedaudience,anditssubject:

Microsoft®

OperationsFramework（MOF）.

DocumentPurpose

Theintentofthisdocumentistointroduceservicemanagementfunctions（SMFs）andprovidebackgroundinformationabouttheirpurposeandorigin.SMFsprovideoperationalguidanceforMicrosofttechnologiesemployedincomputingenvironmentsforinformationtechnologyapplications.SMFsareacorepartofMicrosoftOperationsFramework（MOF）,whichprovidesguidancethroughcourses,services,guides,andothermeansthatenableorganizationstoachievemission-criticalsystemreliability,availability,supportability,andmanageabilityofITsolutions.

Thecontentofthisdocument,andtheSMFguidesforwhichitservesasanintroduction,drawsfrombest-practiceguidelinesincludedintheInformationTechnologyInfrastructureLibrary（ITIL）,whichisdocumentedandmaintainedbytheOfficeofGovernmentCommerce（OGC）.CompaniesandorganizationswhoseyearsofIToperationsexperiencehavecontributedtowardtheguidelinesdocumentedinITILincludeAccenture,AvanadeInc.,FoxIT,Hewlett-PackardCompany,LucentTechnologies/NetworkCareProfessionalServices,MicrosoftConsultingServices（MCS）,andMicrosoftOperationsandTechnologyGroup（OTG）—formerlyknownasInformationTechnologyGroup（ITG）.

IntendedAudience

Thismaterialisvaluabletobothinternalstaffandconsultants.Itisaimedprimarilyattwomaingroups:

IToperationsmanagersandITprofessionals,aswellassupportstaff（includinganalystsandservicedeskspecialists）workinginorsupportingtheoperationsofaproductionITenvironment.

ItisassumedthatreadersarefullyconversantwiththeMOFProcessandTeammodelsandwiththeMOFRiskManagementDiscipline.Theseconceptsarebrieflyreviewedinthisdocument,butaredescribedingreaterdepthinaseriesoftechnicalpapers,availableat

HowtoUseThisGuide

MOFSMFguidesarestandardizedtoensureconsistencyacrosstheguides.ThisdocumentisintendedtopresentbackgroundinformationthatiscommontoalloftheSMFguides.

AllSMFguidesfollowthisbasichigh-levelstructure:

∙Executivesummary

∙Introduction

∙Processandactivities

∙Rolesandresponsibilities

∙RelationshiptootherSMFs

Background

TheOGCdevelopedITILasacomprehensiveandcoherentcodeofpracticetohelporganizationsprovideefficientandcost-effectiveITservices.TheOGCisaUnitedKingdomgovernmentexecutiveagencyresponsiblefordevelopingbestpracticesadviceandguidanceontheuseofinformationtechnologyinservicemanagementandoperations.Toaccomplishthis,theOGCchartersprojectswithleadingITcompaniesaroundtheworldtodocumentandvalidatebestpracticesinthedisciplinesofITservicemanagementandoperations.

MicrosoftFrameworks

MicrosoftFrameworksarebodiesofknowledgepertainingtothedevelopment,deployment,andoperationofsoftwareandinfrastructuresolutions.TheFrameworksprovidetechnicalguidancebuiltonprovenpracticesforpeople,processes,andtechnologybasedontheITlifecycle.Frameworkscontentisdistributedthroughavarietyofmechanisms,includingtechnicalpapers,courseware,andserviceofferings,generallyassociatedwithMicrosoftSolutionOfferings.AvitalpartoftheFrameworksstrategyistoaddressthedynamic,ever-changingnatureoftoday'

sdistributedITenvironments.MicrosoftConsultingServices,ProductSupportServices,andMicrosoftpartnersdeliversolutionsthroughintegratedframeworksandcustom-tailoredserviceengagements.

TheMicrosoftFrameworksdrawupontheextensiveexperiencethatMicrosoft,itscustomers,andindustrypartnershaveindeployingandoperatingmission-criticalsystemsusingMicrosoftproductsandtechnologies.FrameworksprinciplesforITservicemanagementacknowledgeanddrawfromthewell-documentedbestpracticeswithinITIL.TheFrameworksprovideabridgebetweenproductsandtechnologiesontheonehand,andcustomersolutionsontheother.Theyprovidethemanagerialandtechnicalknowledgethatorganizationsneedtogetthemostfromtheirtechnologyinvestment.

TheITlifecyclecontainsfourphases—planning,preparing,building,andoperating,definedasfollows:

∙Planning.Identifyingbusinessneeds,technologies,andsolutionoptionstoalignbusinessandITplans.

∙Preparing.Developingtheorganizationalreadinessandindividualskillsneededtoimplementnewtechnologies.

∙Building.Designing,developing,anddeployingITsolutionsrapidlyandefficiently.

∙Operating.Deployingrepeatableprocesses,procedures,andcustomizedsupportoptionstorunhighlyavailable,scalable,reliable,andmanageablesystems.

MicrosoftFrameworksconsistsoftwocomponents—MicrosoftSolutionsFramework（MSF）andMicrosoftOperationsFramework（MOF）.ThesecorrespondtothebuildingandoperatingphasesoftheITlifecycle,respectively.Eachframeworkprovidestheinformation,tools,andresourcesrelatedtothepeople,processes,andtechnologiesneededtosuccessfullycompletetheircorrespondingphase.AspectsofeachoftheframeworksarealsoincorporatedintotheMicrosoftSolutionOfferings,describedbelow.

MicrosoftSolutionsFramework

MicrosoftSolutionsFramework（MSF）providesguidanceintheplanning,building,anddeployingphaseswithinaspecificprojectlifecycle.Thisguidanceisintheformofwhitepapers,deploymentguides,tools,templates,casestudies,andcoursewareintheareasofenterprisearchitecture,applicationdevelopment,componentdesign,andinfrastructuredeployment.Manyoftheseresourcesareavailableonlineat

MicrosoftOperationsFramework

MicrosoftOperationsFramework（MOF）offerscomprehensivetechnicalguidanceforachievingmission-criticalproductionsystemreliability,availability,andmanageabilityforMicrosoftproductsandtechnologies.Thisdirectionconsistsofwhitepapers,operationalguides,assessmenttools,bestpractices,casestudies,andsupporttoolsforeffectivedatacentermanagementwithintoday’scomplexdistributedITenvironment.Manyoftheseresourcesareavailableonlineat

2

MicrosoftOperationsFrameworkOverview

MicrosoftOperationsFramework（MOF）isacollectionofbestpractices,principles,andmodels.Itprovidescomprehensivetechnicalguidanceforachievingmission-criticalproductionsystemreliability,availability,supportability,andmanageabilityforsolut