Development of an Operation Support Concept for CDTM-IT As a Case Study of Managing Small IT-Infrastructures in Dynamic Environments
Total Page：16
File Type：pdf, Size：1020Kb
INSTITUT FUR¨ INFORMATIK DER LUDWIG–MAXIMILIANS–UNIVERSITAT¨ MUNCHEN¨ Diplomarbeit Development of an Operation Support Concept for CDTM-IT as a Case Study of Managing Small IT-Infrastructures in Dynamic Environments Christian Giese INSTITUT FUR¨ INFORMATIK DER LUDWIG–MAXIMILIANS–UNIVERSITAT¨ MUNCHEN¨ Diplomarbeit Development of an Operation Support Concept for CDTM-IT as a Case Study of Managing Small IT-Infrastructures in Dynamic Environments Christian Giese Aufgabensteller: Prof. Dr. Heinz-Gerd Hegering Betreuer: Michael Brenner Thomas Schaaf Abgabetermin: 02. Nov 2007 Hiermit versichere ich, dass ich die vorliegende Diplomarbeit selbstandig¨ verfasst und keine anderen als die angegebenen Quellen und Hilfsmittel ver- wendet habe. Munchen,¨ den 02. Nov 2007 ..................................... (Unterschrift des Kandidaten) The Center for Digital Technology and Management (CDTM) is a joint institute of TUM and LMU, maintaining a widely independent IT infrastructure inside the MWN. A number of services essential for daily CDTM operations (Firewall, E-Mail, www, wiki, VPN, Intranet- Portal, MS Active Directory, File, Print, Workstations, ...) is being provided and maintained on institute-owned servers. The CDTM infrastructure is administrated and maintained by the CDTM IT task force, comprised of CDTM students and led by one scientific assistant of CDTM. A majority of CDTM students is only actively involved in task force work for 6-9 months, after that most students are neither available nor reachable due to studying abroad. Over the last five years, an infrastructure has developed that is mainly characterized by quick, undocumented introduction of new services. Only in the last two and a half years, an effort was made to move over to functions and services that are more clearly defined and supported. Documentation is existing, but neither are there formal definitions of processes, nor do clear responsibilities exist. Know-how in the task force is present mainly in the minds of a small number of members and would be lost when these people leave CDTM This paper is concerned with the creation of an operation support concept for CDTM IT as an example for IT organizations in highly dynamic environments. Principles of ITIL/ISO20000 and related frameworks will be regarded and assessed regarding their applicability. Various aspects of IT management come into play and must be considered, and due to the specific properties of the chosen exemplary environment, organizational and staff-related factors must be regarded closely. Measures to create a possible transition into a stable state are developed and compared, for example outsourcing of services or a restructuring of the IT task force. If conditions allow, the end result of this work should provide a basis to CDTM for a stable, effective provisioning of its IT services. 6 Contents 1 Introduction 1 1.1 Motivation and Objective . 1 1.2 The Scenario . 2 1.2.1 CDTM - The Center for Digital Technology and Management . 4 1.2.2 CDTM IT - A Small History . 6 1.2.3 The Special Dynamics of CDTM IT . 9 1.3 Requirements . 13 1.3.1 Concept Features . 13 1.3.2 ITIL Applicability . 16 1.4 Procedure . 16 2 Related Work 19 2.1 The IT Infrastructure Library . 19 2.2 ITIL Small Scale . 20 2.3 Others . 21 2.4 Summary . 21 3 Scenario Analysis 23 3.1 Description of the Status Quo . 23 3.1.1 Utility and Network Infrastructure . 23 3.1.2 Logical Network structure . 26 3.1.3 The Hardware . 27 3.1.4 The Software . 29 3.1.5 Services . 33 3.1.6 Existing Documentation . 50 3.1.7 Distribution of Know-How . 51 3.1.8 Organizational Structure . 52 3.1.9 Communication Structure . 53 3.1.10 Currently Applied Work-Processes . 54 3.1.11 Focal Points of CDTM IT . 55 3.2 Assessment of the Situation . 55 3.2.1 Hardware, Software and Licenses . 56 3.2.2 Services and Machines . 58 3.2.3 Documentation and Processes . 62 3.2.4 Organization and Communication . 63 3.2.5 Estimated Workload . 63 3.2.6 Combined Assessment . 64 3.3 Summary . 65 i 4 Concept Part I: The Technology Aspect 69 4.1 Infrastructure Layout . 69 4.1.1 Network Layout . 70 4.1.2 Client Landscape . 71 4.1.3 Value . 72 4.2 Serviced Hardware . 73 4.2.1 Hardware Acquisition . 73 4.2.2 Managed Clients . 73 4.2.3 Value . 74 4.3 Server Relocation . 75 4.3.1 Necessary Technical Measures . 75 4.3.2 Constraints . 76 4.3.3 Value . 78 4.4 Virtualization . 78 4.4.1 VM-Ready Services . 79 4.4.2 Concept Outline . 82 4.4.3 Value . 84 4.5 Downsizing . 85 4.5.1 Low Impact Services . 85 4.5.2 Value . 88 4.6 Outsourcing . 89 4.6.1 Using Non-Free External Services . 90 4.6.2 Using Free External Services . 92 4.6.3 Value . 97 4.7 Easing Administration Tasks . 97 4.7.1 Tools and Interfaces . 98 4.7.2 Updating and Monitoring . 98 4.7.3 Value . 100 4.8 Use of a Workflow Management System . 101 4.8.1 Usable Aspects . 101 4.8.2 Value . 102 4.9 Value Comparison . 103 4.10 A Recommended Mix . 105 4.11 Summary . 106 5 Concept Part II: Processes and the Organization 109 5.1 Surrounding Factors . 110 5.1.1 Critical IT-Related Processes at CDTM . 110 5.1.2 Critical Success Factors - People . 114 5.1.3 Critical Success Factors - Handbook . 118 5.1.4 Summary . 126 5.2 Recommendations . 126 5.2.1 License Management and Software . 126 5.2.2 Knowledge Management . 127 5.2.3 Staffing and Personnel . 131 5.2.4 Taskforce Responsibilities . 132 5.2.5 Recruiting of Task Force Members . 134 5.2.6 Value Comparison and Summary . 136 5.3 Applying ITSM Processes . 137 5.3.1 ITIL SS Revisited . 137 5.3.2 Matching CDTM IT and ITIL Small-Scale . 137 5.3.3 Scope of ITSM in this Thesis . 141 5.3.4 ITSM Application: Roles . 143 5.3.5 ITSM Application: Tools . 147 5.3.6 ITSM Application: Procedures . 151 5.3.7 The Handbook: Is ITIL Enough? . 153 5.3.8 ITSM Process Application - Summarized . 153 5.4 Summary . 153 6 Conclusion and Outlook 155 6.1 Evaluation of the Resulting Concept . 155 6.2 Applicability of ITIL/SS in small, dynamic Environments . 157 6.3 Summary . 158 6.4 Outlook . 159 A The Handbook 161 A.1 General Information . 162 A.1.1 Escalation Chart . 163 A.1.2 Administration Rules . 164 A.1.3 Dependency Lists . 165 A.2 Roles . 171 A.2.1 [Role Name] . 172 A.2.2 ITSM: Configuration and Change Manager . 173 A.2.3 ITSM: Change Administrator . 175 A.2.4 ITSM: Change Advisory Board . 176 A.2.5 Handbook: Handbook Manager . 177 A.2.6 CDTM: CA . 178 A.2.7 CDTM: External User . ..