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42ServiceMonitoringandControlSMF

Microsoft®OperationsFramework

Version4.0

ServiceMonitoringandControl

ServiceManagementFunction

FPO

Published:

April2008

Forthelatestinformation,pleasesee

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Contents

PositionoftheServiceMonitoringandControlSMFWithintheMOFITServiceLifecycle1

WhyUsetheServiceMonitoringandControlSMF?

ServiceMonitoringandControlOverview2

ServiceMonitoringandControlRoleTypes3

GoalsofServiceMonitoringandControl3

KeyTerms4

ServiceMonitoringandControlManagementFlow5

Process1:

DefineServiceMonitoringRequirements5

Activities:

DefineServiceMonitoringRequirements6

Process2:

ImplementNewService10

Activities:

ImplementNewService10

Process3:

ContinuousMonitoring15

Activities:

ContinuousMonitoring15

Process4:

ControlandReporting19

Activities:

ControlandReporting19

Conclusion22

Feedback22

PositionoftheServiceMonitoringandControlSMFWithintheMOFITServiceLifecycle

TheMOFITservicelifecycleencompassesalloftheactivitiesandprocessesinvolvedinmanaginganITservice:

itsconception,development,operation,maintenance,and—ultimately—itsretirement. MOForganizestheseactivitiesandprocessesintoServiceManagementFunctions（SMFs）,whicharegroupedtogetherinlifecyclephases.EachSMFisanchoredwithinalifecyclephaseandcontainsauniquesetofgoalsandoutcomessupportingtheobjectivesofthatphase. TheSMFscanbeusedasstand-alonesetsofprocesses,butitiswhenSMFsareusedtogetherthattheyaremosteffectiveinensuringservicedeliveryatthedesiredqualityandrisklevels.

TheServiceMonitoringandControlSMFbelongstotheOperatePhaseoftheMOFITservicelifecycle.ThefollowingfigureshowstheplaceoftheServiceMonitoringandControlSMFwithintheOperatePhase,aswellasthelocationoftheOperatePhasewithintheITservicelifecycle.

Figure1.PositionoftheServiceMonitoringandControlSMFwithintheITservicelifecycle

BeforeyouusethisSMF,youmaywanttoreadthefollowingMOF4.0guidancetolearnmoreabouttheMOFITservicelifecycleandtheOperatePhase:

∙MOFOverview

∙OperatePhaseOverview

WhyUsetheServiceMonitoringandControlSMF?

ThisSMFshouldbeusefultoanyonewhoisresponsibleforthereal-timeobservationofandalertingaboutconditionsinanITproductionenvironmentforthepurposeofmonitoringthehealthofITservices,takingremedialactionstominimizeincidentsandevents,andprovidingtrenddataforoptimizingITserviceperformance.

Itspecificallyaddresseshowto:

∙Defineservicemonitoringrequirements.

∙Implementaservice.

∙Conductcontinuousmonitoring.

ServiceMonitoringandControlOverview

ServiceMonitoringandControl（SMC）isthereal-timeobservationofandalertingabouthealthconditions（characteristicsthatindicatesuccessorfailure）inanITenvironment.Ithelpstoensurethatdeployedservicesareoperated,maintained,andsupportedinlinewiththeservicelevelagreement（SLA）targetsagreedtobetweenthebusinessandIT.FormoreinformationaboutSLAsandoperationslevelagreements（OLAs）,seetheBusiness/ITAlignmentSMF.

ThisSMFdescribeswhatisrequiredtosuccessfullyimplementSMC.Thecomponentsofthisprocessare:

∙Establishingaservicemonitoringfunction.

∙UnderstandingthenatureofnewandexistingITservices.

∙Understandingtherequirementsforsuccessfulservicemonitoringtools.

∙Ensuringthatallrelevantinformationfromservicemonitoringisacteduponbytheappropriatepeople.

∙GeneratingalltheinformationrequiredbyotherSMFs.

∙Improvingthequalityofserviceinformation.

Theimportanceofeffectiveservicemonitoringcannotbeoveremphasized.Ifaservicecan’tbemonitored,itcan’tbemeasured,andifitcan’tbemeasured,itcan’tbemanaged.

ServiceMonitoringandControlRoleTypes

TheprimaryteamaccountabilitythatappliestotheServiceMonitoringandControlSMFistheOperationsAccountability.TheroletypeswithinthataccountabilityandtheirprimaryactivitieswithinthisSMFaredisplayedinthefollowingtable.

Table1.OperationsAccountabilityandItsAttendantRoleTypes

RoleType

Responsibilities

RoleinThisSMF

MonitoringManager

∙ResponsibleforSMCSMFtasks

∙Ensuresthattherightsystemsaremonitored

∙Facilitateseffectivemonitoringmechanism

∙Isexpertonhowtomonitor,notwhattomonitor.

∙MonitorsITservicehealth

∙HelpsdefineITservicetobemonitored

∙Helpsprepareservicecomponenthealthmodel

SchedulingManager

∙Plansscheduleofindividualactivitieswithinoperations

∙Ownstimingdecisions

∙Plansoperationalwork,includingmaintenance

∙Avoidsconflictingwork

OperationsManager

∙IsaccountableforOperationsSMFandServiceMonitoringandControl

∙Oversees

∙DrivesdefinitionofITservicetobemonitored

∙Drivespreparationofservicecomponenthealthmodel

GoalsofServiceMonitoringandControl

Thegoalsofservicemonitoringandcontrolincludethefollowing:

∙ObservethehealthofITservices.

∙Takeremedialactionsthatminimizetheimpactofserviceincidentsandsystemevents.

∙Understandtheinfrastructurecomponentsresponsibleforthedeliveryofservices.

∙ProvidedataoncomponentorservicetrendsthatcanbeusedtooptimizetheperformanceofITservices.

Table2.OutcomesandMeasuresoftheDeploySMFGoals

Outcomes

Measures

Improvedoverallavailabilityofservices

Percentoftimeserviceisavailable

AreductioninthenumberofSLAandOLAbreaches

NumberofbreachestoSLAsandOLAs

Areductionorpreventionofserviceincidentsthroughtheuseofproactiveremedialaction

Numberofserviceincidents

KeyTerms

Thefollowingtablecontainsdefinitionsofkeytermsfoundinthisguide.

Table3.KeyTerms

Term

Definition

Aggregation

Afunctionthatmakesitpossibletotreataseriesofsimilareventsasasingleevent.

Alert

Anotificationthataneventrequiringattentionhasoccurred.

Configurationitem（CI）

AnITcomponentthatisunderconfigurationmanagementcontrol.

Correlation

Afunctionthatgroupseventstogetherordefinesanevent’srelationshipwithothereventsthattogetherrepresentanimpact.

Event

AnoccurrencewithintheITenvironmentdetectedbyamonitoringtool.

Healthmodel

AdefinitionofCIhealthcategorizedbyavailability,configuration,performance,orsecurity.

ITControl

Aspecificactivityperformedbypeopleorsystemsdesignedtoensurethatbusinessobjectivesaremet.

Reporting

Thecollection,production,anddistributionofinformationaboutITservices.

Resolutioncompletion

Thepointinthecontrolprocesswheremanual/automaticactionhasbeentakenandallrecordingandincidentmanagementhavebeencompleted.

Rules

Apredeterminedpolicythatdescribestheprovider（thesourceofdata）,thecriteria（usedtoidentifyamatchingcondition）,andtheresponse（theexecutionofanaction）.

Threshold/criteria

Aconfigurablevalueabovewhichsomethingistrueandbelowwhichitisnot.

ServiceMonitoringandControlManagement

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