IT Systems Management – Table of Content

Designing, Implementing, and Managing World-Class Infrastructures

First edition; 528 pages
ISBN 0-13-087678-X
( by: Rich Schiesser )

Table of Content

Part 1- Background

Chapter 1: Historical Perspective

• Introduction
• Systems Management: A Proposed Definition
• Time Lining Early Developments of Systems Management
• The Need for a General-Purpose Computer
  • A Brief Look at IBM
• Summary

Chapter 2 : Evolving in the 1970’s and 1980’s

• Introduction
• General Purpose Becomes General Expansion
  • Evolving S/360 into S/370
  • Significant IT Developments during the 1980’s
  • 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
• Summary

Chapter 3 : Into and Beyond the New Millennium

• Introduction
• Reinventing the Mainframe
• The Changing of Midrange and Client-Server Platforms
• The Growing Use of PC’s and Networks
• The Global Growth of the Internet
• Lingering Effects of the Millennium Bug
• Time Lining the Disciplines of Systems Management
• Summary

Part 2 – People

Chapter 4 : Acquiring Executive Support

• Introduction
• 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
• Summary

Chapter 5 : Organizing for Systems Management

• Introduction
• Factors to Consider in Designing IT Organizations
• Factors to Consider in Designing IT Infrastructures
  • Locating Departments in the Infrastructure
• Recommended Attributes of Process Owner
• Summary

Chapter 6 : Staffing for Systems Management

• Introduction
• 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
• Summary

Chapter 7 : Customer Service

• Introduction
• 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
• Summary

Part 3 Processes

Chapter 8 : Availability

• Introduction
• 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 R’s of High Availability
• Assessing an Infrastructure’s Availability Process
  • Measuring and Streamlining the Availability Process
• Summary

Chapter 9 : Performance and Tuning

• Introduction
• 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 Resources 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
• Summary

Chapter 10 : Production Acceptance

• Introduction
• 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
• Summary

Chapter 11 : Change Management

• Introduction
• 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
• Summary

Chapter 12 : Problem Management

• Introduction
• 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
• Summary

Chapter 13 : Storage Management

• Introduction
• 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
• Summary

Chapter 14 : Network Management

• Introduction
• Definition of Network Management
• Key Decisions about Network Management
• Assessing an Infrastructure’s Network Management Process
  • Measuring and Streamlining the Network Management Process
• Summary

Chapter 15 : Configuration Management

• Introduction
• Definition of Configuration Management
• Practical Tips for Improving Configuration Management
• Assessing an Infrastructure’s Configuration Management Process
  • Measuring and Streamlining the Configuration Management Process
• Summary

Chapter 16 : Capacity Planning

• Introduction
• 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
• Summary

Chapter 17 – Strategic Security

• Introduction
• Definition of Strategic Security
• Developing a Strategic Security Process
• Assessing an Infrastructure’s Strategic Security Process
  • Measuring and Streamlining the Security Process
• Summary

Chapter 18 : Disaster Recovery

• Introduction
• 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
• Summary

Chapter 19 : Facilities Management

• Introduction
• 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
• Assessing an Infrastructure’s Facilities Management Process
  • Measuring and Streamlining the Facilities Management Process
• Summary

Part 4 – Technology

Chapter 20 : Developing Robust Process

• Introduction
• 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
• Summary

Chapter 21 : Using Technology to Automate and Evaluate Robust Process

• Introduction
• Automating Robust Processes
• Evaluating an Infrastructure Process
• Evaluating Process Documentation
  • Benefits of the Methodology to Evaluate Process
  • Documentation
• Summary

Chapter 22 :Integrating Systems Management Processes

 

• Introduction
• Distinguishing Strategic Processes from Tactical Process

• Identifying Strategic Processes
• Identifying Tactical Processes
• The Values 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 Solely Tactical and Strategic Processes
• Examining the Integrated Relationships Between Strategic and Tactical Processes
• Significance of Systems Management Process Relationships
• Summary

Chapter 23 : Special Considerations for Client-Server and Web-Enabled Environments

• Introduction
• 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
• Summary

Part 5 – Appendices

• Appendix A
  • Frequently Asked Questions
• Appendix B
  • Summary of Definitions
• Appendix C
  • Assessment Worksheets Without Weighting Factors
• Appendix D
  • Assessment Worksheets With Weighting Factors
  • Bibliography
  • Index
  • About the Author

 

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