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Darshan Khant
VISION
Setup indian Retail network of 5000 outlets & Establish footprints in important export markets Crude oil-30% of refining capacity Gas-100% of group feed stock requirement Target refining capacity-1 million bpd with state of the art technology
MISSION
To create enduring value for customers and stakeholders in core manufacturing and service businesses, through world-class operating standards, state-of-the-art technology and the 'positive attitude' of our people.
exploration blocks , a 10.5 mtpa refinery on the west coast of India & Plans are under way to increase its exploration to refinery capacity to 36 mtpa. It will also produce LPG, Naphtha, light diesel oil, Aviation Turbine Fuel (ATF) and kerosene.
Vadinar IT Setup
* * * * 25+ Standalone servers Centralized HP Storage : 14 Tb + Exchange Server (Clustering Planned) Automated SAN based Backup Solution with HP Data Protector. * Nortel and ZTE based Routing and switching setup * 30Mbps MPLS with 4 Mbps Airtel Link redundancy (In Process) * Secured site to site VPN access for Remote users * Internet through TATA MPLS * 50 KM Fiber, 1200 Node & 250 Assets
* 24/7 Centralized helpdesk support * Remote Support / On site support * Layered NOC ORG Structure * HP OV Tool under implementation * Unified support for entire group companies at Vadinar and Jamnagar.
WHAT IS ITIL?
ITIL is known as IT INFRASTRUCTURE LIBRARY The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for Information Technology Services Management (ITSM), Information Technology (IT) development and IT operations. Origins: British Governments effort to improve IT management Developed by the CCTA in the late 1980s Originally, a library of over 40 books that documented various IT Service areas, processes and standards Today, a library of 8 books, under the auspices of OGC
ITIL Objectives
1. Align IT Services with the Current and Future Needs of the Business and its Customers 2. Improve Quality of IT Services 3. Reduce Long-Term Costs of IT Service Provision
ITSM Components
IT Service
Continuity Management
Release Management
Capacity Management
Financial Management
for IT services
IT Infrastructure
Change Management
Configuration Management
Problem Management
Incident Management
The Service Desk Incident Management Problem Management Configuration Management Release Management Change Management
The Service Desk is more than just a Help Desk The first and single point of contact
Responsibilities
Activities
Receive and record all calls from users Provide first-line support (using knowledge resources) Refer to second-line support where necessary Monitoring and escalation of incidents Keep users informed on status and progress Provide interface between ITSM disciplines Produce measurements and metrics
Incident Management
Incident Management
Goals
To restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the
Problem Management
Problem Management
Goals
To minimize the adverse effect on the business of Incidents and Problems caused by errors in the infrastructure, and to proactively prevent the occurrence of Incidents, Problems and Errors. Problem definition Unknown cause of one or more incidents Known Error definition An Incident or Problem for which the root cause is known and for which a temporary work around or permanent alternative has been identified
Problem Management
Problem Flow
Information
Incidents
Service Desk
Problem
Known Error
Change Process
Configueration Management
Configuration Management
Goals
Valuable
Configueration Management
Configuration Management
Definitions
Configuration Item (CI) a component of an IT infrastructure which is (or is to be) under the control of Configuration Management and therefore subject to formal change control Configuration Management Database (CMDB) a database which contains details of the attributes and history of each CI and the relationships between CIs Baseline a snapshot of the state of a CI and its components or related CIs, frozen in time for a particular purpose, such as: The ability to return a service to a trusted state if a change goes wrong A specification for copying the CI or for a roll-out The minimum CIs needed to maintain vital Business Functions after a disaster
Configueration Management
Major CI Types
Definitions
Documentation
Designs; Reports; Agreements; Contracts; Procedures; Plans; Process Descriptions; Minutes; Records; Events (Incident, Problems, Change Records); Proposals; Quotations
Data Files
What, Where, Most Important
Environment
Accommodation; Light, Heat, Power; Utility Services (Electricity, Gas, Water, Oil); Office Equipment; Furniture; Plant & Machinery
People
Users, Customers, Who, Where, What Skills, Characteristics, Experience, Roles
Hardware
Computers, Computer components, Network components & cables (LAN, WAN), Telephones, Switches
Services
Desktop Support, E-mail, Service Desk, Payroll, Finance, Production Support
Software
Network Mgmt Systems; Inhouse applications; O/S; Utilities (scheduling, B/R); Packages; Office systems; Web Management
Change Management
Change Management
Goals
Process of controlling changes to the infrastructure or any other aspect of services, in a controlled manner, enabling approved changes with minimum disruption.
Change Management ensures that standardized methods and procedures are used for the efficient and prompt handling of all Changes, in order to minimize the adverse impact of any Change-related incidents upon service quality. Changes can arise as a result of Problems, Known Errors and their resolution, but many Changes can come from proactively seeking business benefits such as reducing costs or improving services
Change Management
Change Management
Definitions
Standard Change a Change that is recurrent, has been proceduralized to follow a pre-defined, relatively risk free path and where Change Management and budgetary authority is effectively give in advance Service Request a request, usually made through a Service Desk, for a Standard Change Example: providing access to services for a new member of staff or relocating a few PCs
Release Management
Release Management
Goals
Release Management takes a holistic view of a Change to an IT service and should ensure that all aspects of a Release, both technical and non-technical, are considered together
Good resource planning and management are essential to package and distribute a Release successfully. The focus of Release Management is the protection of the live environment and its services through the use of formal procedures and checks.
Service Level Management Availability Management IT Service Continuity Management Capacity Management Financial Management for IT Services
To maintain and gradually improve business aligned IT service quality, through a constant cycle of defining, agreeing, monitoring, reporting and IT service achievements and through instigating actions to eradicate unacceptable levels of service Service Level Management manages and improves the agreed level of service between two parties The provider who may be an internal service department or the external organisation that provides an outsourced service The receiver of the servers i.e. the customer who pays the bill.
Availabtily Management
Availability Management
Goals
To optimise the capability of the IT infrastructure and supporting organisations to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives
To support the overall Business Continuity Management process by ensuring that the required IT technical services and facilities can be recovered within required and agreed business time-scales
Capacity Management
Capacity Management
Goals
To understand the future business requirements (the required service delivery), the organization's operations (the current delivery), and ensure that all current and future capacity and aspects of the business requirements are provided cost effectively
Financial Management
Goals
To provide cost-effective stewardship of the IT assets and financial resources used in Services
Strategic
Sr. Mgt
Service Delivery
Tactical
Customers
Service Support
Operational
Users
IT
The Business
LEARNING EXPERIANCE
How to handle incidents and requests, and providing an interface for other ITSM processes How to maintain delivery and support in whole network Continuity management in crises of network Learn about the whole essar group server network Learn about the websense software for site filtering Work with Blackberry mobile backup and configuration process All about Servers working in essar Oil Ltd.
Queries???
THANK YOU