IME PROCESA: upravljanje
delovanja (ICT operations management)
Skrbniki procesa
Proces so oblikovali:
| Ime, priimek |
Vloga |
| Tomaž Rašl |
1.oseba-iskanje gradiva, izdelava procesnega modela v visio
(top level, okolica procesa) |
| Robi Kuserbanj |
2.oseba-iskanje gradiva, izdelava procesnega modela v visio
(fokusirani pogledi) |
| Boris Vinkler |
5.oseba-iskanje in ovrednotenje orodja za modeliranje procesov
v BPMN (del izbranega procesa) |
| Tadej Muršak |
4.oseba-iskanje in ovrednotenje orodja za modeliranje procesov
v BPMN (del izbranega procesa) |
| Tomaž Štajner |
3.oseba-pregled procesnega modela, ureditev spletne strani,
povezav |
Namen procesa
Upravljanje in nadzor operativnih storitev IT in okolij se izvaja
v okviru funkcije upravljanja delovanja (Operations Management).
Funkcija delovanje (Operations) uporablja vsa razpoložljiva orodja,
s katerimi lahko zagotavlja, da vse storitve in komponente izpolnjujejo
operativne cilje, kot je dogovorjeno s poslovnimi in drugimi skupinami
v dogovorih SLA in OLA. Poleg tega skrbi za usklajevanje in optimiranje
vseh operativnih področij infrastrukture IKT.
Okolica procesa
Na spodnjem modelu je prikazan vrhnji (kontekstni)
pogled na procesno področje, kjer je procesno področje modelirano
z enim samim procesom. Vsi ostali elementi modela (vloge, vhodni
izhodni dokumenti, standardi, dogodki, izjeme, metrike, ...) prikazujejo
interakcijo okolice z obravnavanim procesnim področjem in obratno.
Dokumenti v procesu
Vhodno/Izhodni dokumenti
Vhodni dokumenti procesa so:
* the current ICT infrastructure
* OLAs that are negotiated and produced by SLM. These agree and
document the operational targets and requirements for the ICT infrastructure.
It is crucial that these targets within the OLAs are consistent
and supportive of the SLA targets and are relevant to the ICT infrastructure
and its method of operation
* Underpinning Contracts (UCs) should also be consistent and support
the SLA targets
* operational processes and procedures
* strategies, plans, policies, standards and architectures.
Izhodni dokumenti (rezultati) procesa so:
* a stable and secure ICT infrastructure
* a secure Operational Document Library (ODL) containing details
of all operational processes, especially shift handover procedures
* a log or database of all operational events, alerts and alarms.
The majority of these should be fed into the Incident Management
process and be recorded as incidents themselves
* a set of operational scripts
* a set of operational work schedules for all batch work, print
schedules and system and data backups
* a resilience and fail-over testing schedule
* a set of operational tools that provide views and information
on the operational state of the ICT infrastructure and its services,
including all media movements and locations
* management reports and information
* exception reviews and reports
* audit reports for effectiveness, efficiency and compliance.
Referenčni dokumenti (standardi)
Proces je skladen s sledečimi standardi:
* Fault Management (ISO)
* Configuration Management (ISO)
* Accounting Management (ISO)
* Performance Management (ISO)
* Security Management (ISO)
Seznam ostalih dokumentov, ki se uporabljajo znotraj procesa.
Vloge v procesu
Seznam vlog v procesu.
Meritve procesa
Proces merimo s sledečimi metrikami:
The analysis of Operational events and the trends in operational
events can be used to drive the improvement of the Operations process.
Two separate approaches can be used:
| Naziv metrike |
Opis metrike |
| Major operational event review |
All major operational events occurring with the ICT infrastructure
should be analysed to determine:
* what went wrong?
* what aspects of the resolution were done well?
* what aspects of the resolution could be improved?
* how can this event be prevented from reoccurring?
These reviews should be completed in coordination with all
other processes, especially Problem Management’s major problem
reviews and Availability Management’s major outage analysis |
| Event trend analysis |
Events and event trends should be analysed to determine those
areas causing the most pain and disruption to operational ICT
services. The major areas should then be investigated and actions
taken to reduce their impact or ideally prevent their reoccurrence. |
Procesni model
Na spodnjem modelu so prikazani specifični cilji in specifične
prakse procesnega področja v obliki procesa. Pri tem vsebuje model
akterje in njihove vloge v procesu (izvaja, sodeluje, odloča, je
obveščen o).
Procesni model z bazeni
Na spodnjem modelu so v ospredju sporočilni tokovi ki potekajo
med vlogami oziroma akterji, ki sodelujejo v procesnem podočju. V bazenih ne prikažemo podrobnosti.
...
fokusirani pogledi na bazen
Fokusirani pogledi na podrobnosti bazenov prikazujejo podrobnosti tri najbolj 'pomembnih' bazenov.
Podrobnosti so prikazane do nivoja specifičnih pod-praks (subpractices).
...
Ovrednotenje ORODJE ZA MODELIRANJE PROCESA
Naziv orodja: Business Process Visual ARCHITECT
URL orodja: http://www.visual-paradigm.com/
Slika (dela) procesa v izbranem orodju:
Povezava
na poročilo o ovrednotenju orodja
|
