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Other titles in the Harris Kern's Enterprise Computing Institute series:
It Systems Management: Designing, Implementing, and Managing World-Class Infrastructures (Harris Kern's Enterprise Computing Institute)by Rich Schiesser
Synopses & Reviews
The best-practice guide to managing IT infrastructures–now fully updated!
IT Systems Management is an up-to-the-minute guide to maintaining stable, responsive IT production environments. Top IT systems management expert Rich Schiesser illuminates
both the theoretical and practical aspects of systems management, using methods and examples drawn from decades of experience leading and consulting with the world’s most complex enterprise IT organizations.
This thoroughly updated edition covers every systems management discipline and all elements of success: people, process, and technology. Schiesser shows how to apply best-practice system management throughout all IT infrastructure environments, from mainframe data centers to web-enabled systems, client/server and mid-range platforms to wireless and VoIP networks.
Schiesser systematically addresses today’s most crucial issues, as well as emerging trends that will transform IT systems management. You’ll find an entirely new chapter on using IT Infrastructure Library (ITIL) effectively, plus new coverage ranging from managing outsourced functions to efficiently delivering “ultra-speed” Internet connections. This edition includes more real-life examples throughout, and new interactive problems designed to give IT professionals even deeper insight. Coverage includes:
• Implementing bullet-proof processes in areas ranging from change management to production acceptance, capacity planning to storage
• Optimizing the “people” components of IT service delivery, from customer service to executive support
• Using technology to manage systems more efficiently and effectively
• Systematically managing performance, availability, and business continuity
• Reducing the cost and complexity of IT facilities management
• Taking a more strategic approach to security
Rich Schiesser founded and owns RWS Enterprises, Inc., a consultancy that specializes in designing and implementing world-class IT infrastructures. His client list has included The Weather Channel, Amazon.com, and DIRECTV. He has led major IT infrastructure organizations at Hughes Aircraft, the City of Los Angeles, and Twentieth Century Fox. For nearly ten years, he managed the primary data center at Northrop Grumman, one of the world’s most advanced computer facilities. A former University of Phoenix faculty member, he has taught IT management at UCLA and California State University, Los Angeles (CSULA).
Book News Annotation:
Historical background and technical treatment of various disciplines of system management are explained in this text for information technology (IT) professionals involved in the design, implementation, and management of infrastructure of an IT environment. Early chapters provide background on how and why various systems management disciplines developed, and later chapters address people issues such as staffing and retention, budgets, and customer service, process issues of systems management such as network management and disaster recovery, and technology issues central to developing robust processes. The author is a consultant in design and implementation of IT infrastructures.
Annotation c. Book News, Inc., Portland, OR (booknews.com)
This book offers an in-depth technical treatment of the various disciplines of Systems Management, from the prospective of people, process and technology. The people discussion shows the importance of executive support, customer service and other management aspects of delivering and supporting IT services. The process discussion of each discipline shows how to implement and manage each one effectively, regardless of the size and types of platforms or of the complexity of environments.
The twelve disciplines of Systems Management are presented in the approximate order in which they became prevalent and integral to an infrastructure’s operation. Obviously this prioritization will vary slightly from enterprise to enterprise, depending on the emphasis of applications running at a particular center. The technology discussion describes several key developments that enable these disciplines to be implemented more productively.
IT Systems Management explains the relatively new study of the theoretical and practical aspects of managing an organization's IT infrastructure. Focusing on the key areas of people, process, and technology, author Rich Schiesser shows how systems management techniques can streamline the IT infrastructure so that it is optimally stable, efficient, and responsive.
About the Author
RICH SCHIESSER has led IT infrastructure groups at organizations such as Hughes Aircraft, the City of Los Angeles, and Twentieth Century Fox, and for 10 years he managed the primary data center at Northrop Grumman. Rich has also taught IT classes at California State University, Los Angeles, and the University of California, Los Angeles. As a consultant, he now designs and implements infrastructures for a variety of companies including Emery Air Freight, DIRECTV, Option One Mortgage, WhatsHotNow.com, and The Weather Channel.
Table of Contents
(NOTE: Each chapter begins with an Introduction and concludes with a Summary.)
List of Figures
List of Tables.
1. Historical Perspective.
Systems Management: A Proposed Definition. Timelining Early Developments of Systems Management. The Need for a General-Purpose Computer. A Brief Look at IBM.
2. Evolving in the 1970s and 1980s.
General Purpose Becomes General Expansion. Evolving S/360 into S/370. Significant IT Developments during the 1980s. Continuing Evolution of Mainframe Computers. Extended Use of Midrange Computers. Proliferation of Personal Computers. Emergence of Client-Server Systems. Impact of 1980s' IT Developments on New Systems Management Functions. Impact of 1980s' IT Developments on Existing Systems Management Functions.
3. Into and Beyond the New Millennium.
Reinventing the Mainframe. The Changing of Midrange and Client-Server Platforms. The Growing Use of PCs and Networks. The Global Growth of the Internet. Lingering Effects of the Millennium Bug. Timelining the Disciplines of Systems Management.
4. Acquiring Executive Support.
Why Executive Support Is Especially Critical Today. Building a Business Case for Systems Management. Educating Executives on the Value of Systems Management. Three Universal Principles Involving Executive Support. Ensuring Ongoing Executive Support.
5. Organizing for Systems Management.
Factors to Consider in Designing IT Organizations. Factors to Consider in Designing IT Infrastructures. Locating Departments in the Infrastructure. Recommended Attributes of Process Owners.
6. Staffing for Systems Management.
Determining Required Skill Sets and Skill Levels. Assessing the Skill Levels of Current Onboard Staff. Alternative Sources of Staffing. Recruiting Infrastructure Staff from the Outside. Selecting the Most Qualified Candidate. Retaining Key Personnel. Using Consultants and Contractors. Benefits of Using Consultants and Contractors. Drawbacks of Using Consultants and Contractors.
7. Customer Service.
How IT Evolved into a Service Organization. The Four Key Elements of Good Customer Service. Identifying Your Key Customers. Identifying Key Services of Key Customers. Identifying Key Processes that Support Key Services. Identifying Key Suppliers that Support Key Processes. Integrating the Four Key Elements of Good Customer Service. The Four Cardinal Sins that Undermine Good Customer Service.
Definition of Availability. Differentiating Availability from Uptime. Differentiating Slow Response from Downtime. Differentiating Availability from High Availability. Desired Traits of an Availability Process Owner. Methods for Measuring Availability. The Seven Rs of High Availability. Assessing an Infrastructure's Availability Process. Measuring and Streamlining the Availability Process.
9. Performance and Tuning.
Differences between the Performance and Tuning Process and Other Infrastructure Processes. Definition of Performance and Tuning. Preferred Characteristics of a Performance and Tuning Process Owner. Performance and Tuning Applied to the Five Major Resource Environments. Server Environment. Disk Storage Environment. Database Environment. Network Environment. Desktop Computer Environment. Assessing an Infrastructure's Performance and Tuning Process. Measuring and Streamlining the Performance and Tuning Process.
10. Production Acceptance.
Definition of Production Acceptance. The Benefits of a Production Acceptance Process. Implementing a Production Acceptance Process. Full Deployment of a New Application. Distinguishing New Applications from New Versions of Existing Applications. Distinguishing Production Acceptance from Change Management. Assessing an Infrastructure's Production Acceptance Process. Measuring and Streamlining the Production Acceptance Process.
11. Change Management.
Definition of Change Management. Drawbacks of Most Change Management Processes. Key Steps Required in Developing a Change Management Process. Emergency Changes Metric. Assessing an Infrastructure's Change Management Process. Measuring and Streamlining the Change Management Process.
12. Problem Management.
Definition of Problem Management. Scope of Problem Management. Distinguishing among Problem, Change, and Request Management. Key Steps to Developing a Problem Management Process. Opening and Closing Problems. Segregating and Integrating Help Desks. Client Issues with Problem Management. Assessing an Infrastructure's Problem Management Process. Measuring and Streamlining the Problem Management Process.
13. Storage Management.
Definition of Storage Management. Desired Traits of a Storage Management Process Owner. Storage Management Capacity. Storage Management Performance. Storage Management Reliability. Storage Management Recoverability. Assessing an Infrastructure's Storage Management Process. Measuring and Streamlining the Storage Management Process.
14. Network Management.
Definition of Network Management. Key Decisions about Network Management. Assessing an Infrastructure's Network Management Process. Measuring and Streamlining the Network Management Process.
15. Configuration Management.
Definition of Configuration Management. Practical Tips for Improving Configuration Management. Assessing an Infrastructure's Configuration Management Process. Measuring and Streamlining the Configuration Management Process.
16. Capacity Planning.
Definition of Capacity Planning. Why Capacity Planning Is Seldom Done Well. How to Develop an Effective Capacity Planning Process. Additional Benefits of Capacity Planning. Helpful Hints for Effective Capacity Planning. Uncovering the Hidden Costs of Upgrades. Assessing an Infrastructure's Capacity Planning Process. Measuring and Streamlining the Capacity Planning Process.
17. Strategic Security.
Definition of Strategic Security. Developing a Strategic Security Process. Assessing an Infrastructure's Strategic Security Process. Measuring and Streamlining the Security Process.
18. Disaster Recovery.
Definition of Disaster Recovery. Case Study: Disaster at the Movie Studio. Three Important Lessons Learned. Steps to Developing an Effective Disaster Recovery Process. Nightmare Incidents with Disaster Recovery Plans. Assessing an Infrastructure's Disaster Recovery Process. Measuring and Streamlining the Disaster Recovery Process.
19. Facilities Management.
Definition of Facilities Management. Major Elements of Facilities Management. The Facilities Management Process Owner. Determining the Scope of Responsibilities of a Facilities Management Process Owner. Desired Traits of a Facilities Management Process Owner. Evaluating the Physical Environment. Major Physical Exposures Common to a Data Center. A Word about Efficiency and Effectiveness. Tips to Improve the Facilities Management Process. Facilities Management at Outsourcing Centers. Assessing an Infrastructure's Facilities Management Process. Measuring and Streamlining the Facilities Management Process.
20. Developing Robust Processes.
What Contributes to a World-Class Infrastructure. Characteristics of a Robust Process. Understanding the Differences between a Formal and Informal Process. Helpful Ground Rules for Brainstorming. Methods for Prioritizing Requirements.
21. Using Technology to Automate and Evaluate Robust Processes.
Automating Robust Processes. Evaluating an Infrastructure Process. Evaluating Process Documentation. Benefits of the Methodology to Evaluate Process Documentation.
22. Integrating Systems Management Processes.
Distinguishing Strategic Processes from Tactical Processes. Identifying Strategic Processes. Identifying Tactical Processes. The Value of Distinguishing Strategic from Tactical Processes. Relationships between Strategic and Tactical Processes. Difficulties with Integrating Solely Tactical Processes. Difficulties with Integrating Solely Strategic Processes. Difficulties with Integrating Tactical and Strategic Processes. Examining the Integrated Relationships between Strategic and Tactical Processes. Significance of Systems Management Process Relationships.
23. Special Considerations for Client-Server and Web-Enabled Environments.
Client-Server Environment Issues. Vendor Relationships. Multiplatform Support. Performance Tuning Challenges. Disaster Recovery Planning. Capacity Planning. Web-Enabled Environment Issues. Traditional Companies. Moderate and Growing Companies. Dotcom Companies.
Appendix A: Frequently Asked Questions.
Appendix B: Summary of Definitions.
Appendix C: Assessment Worksheets without Weighting Factors.
Appendix D: Assessment Worksheets with Weighting Factors.
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