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ITIL/ITSM relation with DBARajib Kundu: Citagus
ITIL Service Management                               ITIL – The Big2Picture         Service Support                      ...
Responsibilities – No change                                    3 Database Security Database Change Management Database...
Incident Management                                               4       “Restore normal service                     Th...
Problem Management                                                    5       “Minimize the adverse impact               ...
Configuration Management                                                     6    “Provide accurate information on       ...
Change Management                                                           7    “Ensure that standardized methods       ...
Release Management                                                      8    “Design and implement efficient             ...
Service Level Management                                                         9       “Maintain and improve I.T.      ...
Financial Management                                                 10    “Provide cost-effective                       ...
Capacity Management                                                   11    “Ensure that cost-justifiable I.T.           ...
Continuity Management                                                     12       “Support the overall Business         ...
Availability Management                                                   13        “Understand the Availability         ...
Security Management                                                  14“The process of Security Managementis              ...
What are the ITIL deliverables / goals of the DBA function?                              15 Operational management tools...
Prioritize your time?                                 16 I – Activities that are Important and Urgent e.g.  Incident Mana...
DBA ITIL Procedures                                   171.     Rate each ITSM focus area2.     Rate the quality of each de...
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How Does a DBA fit in ITIL process

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Based on my experience the biggest value of implementing a standard is finding all the problems you didn’t know about. DBAs find allot of problems and need to implement process to fill the gap. Money or the concept of making money is often lost between internal organizations because of lack of communication and especially lack of process. ITIL is recognized as the de facto standard for IT Service Management.ITIL is a best practices framework. Kind of..ITIL has a strong relationship with the ISO9000 quality framework. Today all the big organization like HP, EDS , IBM strictly follow the ITIL process and shared the same with client so they can rely on them . As per the current job market it is a mandatory for all the support engineer must be attend the ITIL training and should be complete the foundation exam. ITIL has two major groups, service delivery (what services must IT provide to the business) and service support (how does IT ensure access and service).

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How Does a DBA fit in ITIL process

  1. 1. ITIL/ITSM relation with DBARajib Kundu: Citagus
  2. 2. ITIL Service Management ITIL – The Big2Picture Service Support Service Delivery Service Desk (function) Service Level Management Incident Management Financial Mgt of IT Services Problem Management Capacity Management Configuration Management IT Service Continuity Mgt Change Management Availability Management Release ManagementRajib Kundu : Citagus
  3. 3. Responsibilities – No change 3 Database Security Database Change Management Database Performance  SQL  State of Tables  Parameters and Sizing Database Recovery  Application Failure  Disaster Recovery  Database or software failure Interaction with DevelopmentRajib Kundu: Citagus
  4. 4. Incident Management 4  “Restore normal service  The DBA – might get a call operation as quickly as  Reactive, Break-fix possible and minimize the  Database down, Database slow, adverse impact on business Job failure, Schema Changes, Add operations, thus ensuring that users the best possible levels of  Service Desk, Call Center, service quality and availability Ticketing System, P1, SEV-1 are maintained”  24x7, Remote Access, VPN  A report problem or complaint.  Help desk – Service desk etc.Rajib Kundu: Citagus
  5. 5. Problem Management 5  “Minimize the adverse impact  DBA – May interact with of Incidents and Problems on consistent problems the business that are caused  Proactive, Root Cause Analysis, by errors within the IT Post-Mortem, Trend Analysis infrastructure, and to prevent  This is separate from Incident recurrence of Incidents related Management to these errors”  Remember my example they find the problems and turn them into errors. Some DBA may be directly involved with this group.Rajib Kundu: Citagus
  6. 6. Configuration Management 6  “Provide accurate information on  The DBA will know how and when configurations and their the DB is accessed and should get documentation to support all the this information to this group other Service Management  How does Server A differ from processes” Server B?  Who has access to Server A?  They own everything and when a change goes in they are responsible for making  Environmental….UNIX / sure the CMDB reflects the change as Mainframe / Windows……. well they will have a PIR Post  Which patches have been applied Implementation Review and someone from the DB group should be involved to this CRM environment?  When does the Support Contract expire?  Who is the Business Owner?Rajib Kundu: Citagus
  7. 7. Change Management 7  “Ensure that standardized methods  DBA will be involved if not on the CAB and procedures are used for efficient team and prompt handling of all Changes,  Risk Analysis, ROI Analysis in order to minimize the impact of  Pre-Test Plan Change related incidents upon  Pre-Communication Plan service quality, and consequently to  Pre-Signoffs improve the day-to-day operations  Backup Plan of the organization”  Execution Plan  Backout Plan  A change would have been defined an RFC  Post-Test Plan and if it involved a database you should have  Post-Communication Plan someone involved in the review of the change.  Post-Signoffs  Change Management is not project  Documentation Updates management, however it is responsible for  Contingency Plan Updates this change being done and being done on time.Rajib Kundu : Citagus
  8. 8. Release Management 8  “Design and implement efficient  DBA will definitely work with this procedures for the distribution group and installation of Changes to I.T.  Installs Systems”  Upgrades  Patches  Database Change Management  Release management makes sure all the  Impact players responsible for the change are involved and coordinates with the  Rollback various departments on release schedules  etc testing etc. Again this is not project management..Rajib Kundu: Citagus
  9. 9. Service Level Management 9  “Maintain and improve I.T.  Today the DBA will be under some Service quality, through a SLA agreement but should have a constant cycle of agreeing, better understanding of priority monitoring and reporting upon  Service Level Agreements I.T. Service achievements and  Operational Level Agreements instigation of actions to  Satisfaction Surveys eradicate poor service – in line with business or cost justification”  Good old SLA and Operation Level Agreement  Should maintain a service catalog to understand if agreements are being met  Should always be running a Service Improvement Program  How to do things better or cheaperRajib Kundu : Citagus
  10. 10. Financial Management 10  “Provide cost-effective  Hardware, Software, stewardship of the I.T. assets and Personnel, Facilities, Service resources used in providing I.T. Contracts Services”  TCO, ROI, Budgeting, Accounting, Charging  Server Consolidation,  Budget / Accounting - what it costs to do business Standard Edition, Colocation,  Everybody spends money these Linux, Open Source guys track itRajib Kundu: Citagus
  11. 11. Capacity Management 11  “Ensure that cost-justifiable I.T.  The DBA will be involved in all of capacity always exists and that it is theses task and provide data and matched to the current and future advice needs of the business”  Monitoring  Tuning!  What they need now to run the  Capacity Planning business and what they will need in the future  Demand Management  Measure of workload – how we doing now  Keep track of all resources including employees and IT assets  Performance management lands here. Monitor and tuning.  Should have a Capacity Management Database for analysisRajib Kundu: Citagus
  12. 12. Continuity Management 12  “Support the overall Business  DBA will provide plans and criteria Continuity Management process by  Disaster Recovery ensuring that the required I.T.  Contingency Planning technical and service facilities (including computer systems,  Application Error or fallback networks, applications, technical  Fire, earthquake, flood, power support and Service Desk) can be failure recovered within required, and agreed, business timescales”  Responsible for understanding the impact of the applications and components of your IT department. You will be involved in the Business Impact Analysis of your databases and there use by applications  Need to know all the assets, the threats and possible vulnerabilities.Rajib Kundu: Citagus
  13. 13. Availability Management 13  “Understand the Availability  DBA - what do you need to get requirements of the business and where the business wants to go plan, measure, monitor and  Availability is Job #1! continuously improve the  High Availability, Hardware? Availability of the I.T. Infrastructure, services and  Redundancy, RAC supporting organization to ensure  SAN, NAS, Active-Passive that these requirements are met Configuration consistently”  Backups! Backups! Backups! Test! Test! Test!  Design for availability – measure MTTR and MTBF and my favorite MTBSIRajib Kundu: Citagus
  14. 14. Security Management 14“The process of Security Managementis  DBA – Day to day and compliance required to establish the necessary standards logical and physical security measures  Database Access and authorities to ensure (Confidentiality, Integrity  Application access and database and Availability) C.I.A. of IT Systems and change management and information.”  Audit access  Rules, Regulations and  Determine confidentiality, integrity and availability of data Compliance  Physical security, technical security and procedural securityRajib Kundu: Citagus
  15. 15. What are the ITIL deliverables / goals of the DBA function? 15 Operational management tools Management reports and information Exception reviews and reports Review and audit reports Operational Document Library A stable, secure and resilient infrastructure A log or database or all operational events, alerts and alarms Fail-over and disaster recovery testing schedule Operational work schedulesRajib Kundu: Citagus
  16. 16. Prioritize your time? 16 I – Activities that are Important and Urgent e.g. Incident Management II – Activities that are Important but not Urgent e.g. Configuration Management III – Activities that are not Important but Urgent IV – Activities that are not Important and not urgentRajib Kundu: Citagus
  17. 17. DBA ITIL Procedures 171. Rate each ITSM focus area2. Rate the quality of each deliverable3. Decide what level you want to reach4. Determine how much work is involved5. Determine how much time you needRajib Kundu: Citagus

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