Session 1 (Slide 1) - Course Logistics
Основи на информационните системи
Foundations of IT services
доц., Владимир Димитров
cht@fmi.uni-sofia.bg
Foundations in IT services I and II
© Copyright IBM Corporation 2007. All rights
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Authors acknowledgement and modification, terms of use and copyright and
trademark information
 Initial compilation and authoring: David Graves and Paul
Kontogiorgis
 Initial compilation and author date: 08/21/06. Additional
modifications and dates are included in the lecture notes.
 By using these materials you agree to the IBM Terms of Use:
http://www.ibm.com/legal/us/.
 The IBM copyright and trademark information webpage is
incorporated herein by reference:
http://www.ibm.com/legal/copytrade.shtml.
Foundations in IT services I and II
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Session 1 (Slide 2) - Course Overview
 Session 1 - Course Logistics - Course Overview - Questionnaire
 Session 2 - Computing Infrastructure Overview Computing
Platforms and OS
 Session 3 - Computing Infrastructure Overview – Networks
 Session 4 - Computing Infrastructure Overview – Storage
 Session 5 - Computing Infrastructure Overview - Applications
(DB, Middleware, CRM, IT Management, etc)
 Session 6 - Introduction to IT Services - ESM Introduction (IT
Service Management)
 Session 7 - ESM Introduction (IT Infrastructure Management)
 Session 8 – Exam
 Session 9 - Event & Fault Management (Introduction of terms and
concepts)
Foundations in IT services I and II
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Session 1 (Slide 2) - Course Overview
 Session 10 - Event Management Cont. (Implementation and
Configuration of Event Mgmt Service)
 Session 11 - Event Management Cont. (Event Processing Operations Management (Notification, Escalation, etc))
 Session 12 - Event Management Cont. (Service Interconnections
and Tools Sampling)
 Session 13 - Problem Management
 Session 14 - Change Management
 Session 15 - Exam
 Session 16 - Configuration Management
 Session 17 - Asset Management (Inventory)
 Session 18 - Asset Management (Software Distribution)
Foundations in IT services I and II
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Session 1 (Slide 2) - Course Overview
 Session 19 - Performance and Capacity Management
 Session 20 - Midterm Exam
 Session 21- Case Study Overview and Assignments
 Session 22 - Security Management
 Session 23 - Network Management
 Session 24 - Case Study Workshop (Tools Survey/Research)
 Session 25 - Storage Management
 Session 26 - Workload Management
 Session 27 - Backup and Recovery Management
 Session 28 - Exam
 Session 29 - Case Study Workshop (Customer Feedback)
 Session 30 - End User Services (End User Self-Enablement,
Remote Control, Help Desk, Deskside Support, Client Image
Services)
Foundations in IT services I and II
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Session 1 (Slide 2) - Course Overview
 Session 31 - Reporting Management
 Session 32 - Business Process Management Fundamentals Overview
 Session 33 - Business Process Management Supporting
Infrastructure
 Session 34 - Case Study Extension
 Session 35 - Case Study Presentations
 Session 36 - Case Study Presentations
 Sessions 37-39 - Final Exam
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Session 1 (Slide 3) - Questionnaire
1.
2.
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5.
6.
7.
8.
Какъв опит имате с компютрите (операционни системи, езици за
програмиране, приложения)?
Какви курсове по информатика сте взели до сега и кога (не само от
учебната програма по Информационни системи)?
Какво очаквате да научите в този курс (вашите очаквания)?
Работите ли някъде, къде и какво?
Какви са вашите интереси в информатиката – в кои области?
Работили ли сте в някоя по-специализирана област на приложение
на компютрите (напр. помощ за клиентите, мрежи)?
С какви компютърни системи и къде имате достъп?
С какво мислите, че ще ви помогне този курс?
Foundations in IT services I and II
© Copyright IBM Corporation 2007. All rights
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Session 2 (Slide 1) - Computing Infrastructure Overview
Computing Platforms and OS
 Platform can be viewed as a framework, either in hardware or software, allowing
software to run.
 Framework is a defined support structure in which another project can be
developed
 The most common platforms include a computer's architecture, operating
system, or programming languages
Foundations in IT services I and II
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Session 2 (Slide 2) - Computing Infrastructure Overview
Computing Platforms and OS
 PC (Personal Computer)
 Laptop
 Server
 Midrange
 Mainframe
 Supercomputers
Foundations in IT services I and II
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Session 2 (Slide 3)- Computing Infrastructure Overview
Computing Platforms and OS
 Operating system (OS) is a type of software which manages the hardware and
software resources of a computer.
 OS tasks include controlling and allocating memory, prioritizing the processing
of instructions, controlling input and output devices, facilitating networking,
and managing files.
 The kernel is the lowest level of any operating system
 Most operating systems contain system software that manages a graphical user
interface (Windows). Others use CLI, or command line interface (Unix)
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Session 2 (Slide 4) - Computing Infrastructure Overview
Computing Platforms and OS
 Examples of Operating Systems include:
 Microsoft Windows
 UNIX
 Linux
 Macintosh OS
 Linux (GNU/Linux)
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Session 3 (Slide 1) - Computing Infrastructure Overview
Networks
 Computer networking is considered a multidisciplinary field combining science
and engineering to provide communication between computer systems.
 Networks involves two or more computers, which can be separated by a few
centimeters (for example Bluetooth) or thousands of kilometers through the
Internet.
 Computer networking is also considered a sub-discipline of
telecommunications.
Foundations in IT services I and II
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Session 3 (Slide 2) - Computing Infrastructure Overview
Networks
 Computer networks are implemented using protocol stack architectures,
computer buses, or combinations of layers (media and protocol)
 The OSI modelTCP/IP model defines the Network access layer as:
 Transport layer
 Network layer
 Data link layer
 Physical layer
Foundations in IT services I and II
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Session 3 (Slide 3) - Computing Infrastructure Overview
Networks
 A network topology is the pattern of links connecting nodes of a network.
 One-way links are the simplest connection between two devices. Return links or
secondary links may be added for two-way communication.
 Examples of network topologies include ring, mesh, star, fully connected, line,
tree and bus.
Foundations in IT services I and II
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Session 3 (Slide 4) - Computing Infrastructure Overview
Networks
Important Networking concepts include:
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Hubs
Routers
Printers
Firewalls
Switches
Fiber Optic panels
Storage area networks
Server network interfaces
Other Local Area Network (LAN) components
Wide Area Network (WAN) circuits
Metropolitan Area Network (MAN) circuits
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Session 4 (Slide 1)- Computing Infrastructure Overview
Storage
 The term “computer storage” broadly refers to integrated circuits, magnetic or
optical disks, and/or cartridge tape devices used by computer systems to record
and retain digital data for some interval of time.
 Storage more commonly referred to as mass storage – magnetic disks, removable
optical disks, tape cartridges, and other types of media is:
 Much slower than RAM (Random Access Memory)
 Far less expensive than RAM
 Designed for permanent retention of data
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Session 4 (Slide 2) - Computing Infrastructure Overview
Storage
 Characterization of storage includes a tiered hierarchy, or the division of
primary, secondary, tertiary and off-line storage or distance from the central
processing unit.
 Other ways to characterize various types of storage includes:
 Volatility of Information
 Ability to access non-contiguous information
 Ability to change information
 Addressability of information
 Capacity and Performance
 Stability of media over time
Foundations in IT services I and II
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Session 4 (Slide 3) - Computing Infrastructure Overview
Storage
Foundations in IT services I and II
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Session 4 (Slide 4) - Computing Infrastructure Overview
Storage
 Primary storage, or internal memory, is computer memory that is accessible to
the central processing unit of a computer via a high performance memory bus
and without the use of computer's input/output channels.
 Primary storage is used to store data that is likely to be in active use also called a
“ready reference” site to hold both data and binary code that is in active use.
 Primary storage is significantly more expensive than other types of storage
media
 Primary storage may be built from dynamic (RAM) or fixed (ROM) memory, or
some combination thereof
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Session 4 (Slide 5) - Computing Infrastructure Overview
Storage
Primary Storage Cont. – RAM
 RAM (Random Access Memory) is:
 Temporary storage; frequently modifying and/or replacing its stored
contents
 Extremely fast, when compared to other types of storage
 Expensive, when compared to other types of storage
 Volatile, losing retained information if the power is interrupted
 Dynamic cells (must be constantly electrically refreshed to retain contents)
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DRAM
SDRAM
VRAM
RDAM
 Static cells (content is retained as long as power is applied to the bus) include
SRAM and Cache
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Session 4 (Slide 6) - Computing Infrastructure Overview
Storage
Primary Storage Cont. ROM –
 ROM (Read Only Memory) memory is:
 Fixed content; commonly used for data or code that does not change
(example: system bios)
 Extremely fast, when compared to other types of storage
 Expensive, when compared to other types of storage
 Non-volatile, retaining cell content regardless of whether power is applied
to the bus or not
 Examples of ROM include:
 ROM (fixed content read-only memory)
 PROM (programmable read-only memory)
 EPROM (electrically re-programmable read-only memory; contents are
erasable under ultraviolet light)
 EEPROM (electrically erasable/electrically re-programmable read-only
memory)
in IT services I and II
 Flash memory (aFoundations
board-resident
form of EEPROM)
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Session 4 (Slide 7) - Computing Infrastructure Overview
Storage
 Secondary storage, also called external memory, is memory that is not directly
attached to the central processing unit of a computer, requiring the use of
computer's input/output channels.
 Secondary storage is used to maintain data that is not in active use. It is
significantly slower than primary storage but has much greater storage capacity
and is non-volatile, preserving stored data in an event of power loss.
 Storage devices in this category include:
 Hard disk (magnetic or optical)
 Floppy disk
 CD, CD-R, CD-RW
 DVD
 Magnetic tape
 Paper tape and punch cards
 External RAMdisk subsystems
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Session 4 (Slide 8) - Computing Infrastructure Overview
Storage
Secondary Storage – cont.
 Network storage is any type of computer storage that involves accessing
information over a computer network.
 SAN
 NAS
 Examples of Network storage includes:
 Network-attached storage is secondary or tertiary storage attached to a
computer which another computer can access over a local-area network, a
private wide-area network, or in the case of online file storage, over the
Internet.
 Network computers are computers that do not contain internal secondary
storage devices. Instead, documents and other data are stored on a
network-attached storage.
Foundations in IT services I and II
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Session 4 (Slide 9) - Computing Infrastructure Overview
Storage
 Tertiary storage or tertiary memory, is a computer storage system consisting of
one or more storage drives and an automatic media library, for example a tape
library or optical disc jukebox.
 Near-line storage is a storage medium that can be recalled without manual
intervention, but usually at the cost of incurring a significant delay. (i.e. – direct
data retrieval from a tape library or optical jukebox.
 Off-line storage is a computer storage medium which must be inserted into a
storage drive by a human operator before a computer can access the information
stored on the medium.
 Examples of Off-line storage include floppy disks, optical discs, and magnetic
tape.
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Session 5 (Slide 1) - Computing Infrastructure Overview
Applications (DB, Middleware, CRM, IT Management, etc.)
 Computer software are the programs and procedures that provide a computer
the ability to perform a task.
 There are three major software classes:
 System software runs the computer hardware and the computer system.
 Programming software provides tools for writing computer programs and
software using different programming languages
 Application software
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Session 5 (Slide 2) - Computing Infrastructure Overview
Applications (DB, Middleware, CRM, IT Management, etc.)
 Application software is a subclass of computer software that calls on the
computer directly to perform a task
 Application software allows users to accomplish non-computer related tasks.
 Note: Application refers to both the application software and its implementation.
 Businesses are the biggest users of application software
 Many application software examples may be found at the Business Software
Directory.
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Session 5 (Slide 3) - Computing Infrastructure Overview
Applications (DB, Middleware, CRM, IT Management, etc.)
Application software classification includes:
 Analytical software
 Statistical packages
 Collaborative software
 Blogs, Wiki’s
 Computer-mediated communication
 E-mail, Web Browsers
 Business software
 CRM, enterprise business software, etc
 Database Software
 Oracle, DB2, Microsoft SQL, Informix
 Entertainment and Multimedia and Art Software
 Video games, picture
editing
sw, I and II
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in IT services
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Session 5 (Slide 4) - Computing Infrastructure Overview
Applications (DB, Middleware, CRM, IT Management, etc.)
Application software classification includes:
 Middleware software
 Message Queue Series, Tuxedo
 IT Management software
 Tivoli, CA Unicenter, HP Openview, etc.
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Session 6 (Slide 1) - Introduction to IT Services –
ESM Introduction
 Enterprise – an entire company, everything, all-inclusive
 Systems – Information Technology Infrastructure, hardware and software, data,
information, and processes
 Management – The monitoring and controlling of entities
 Service – Providing function to something or someone
 Business Process or Process – The method used to perform tasks or jobs
Foundations in IT services I and II
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Session 6 (Slide 2) - Introduction to IT Services –
ESM Introduction - Definitions
 Enterprise Systems Management - The complete and total management of a
company's IT elements and/or environment
 Enterprise Operational Process - The foundation and creation point for all
management related services for the enterprise
 Server OS - The operating system is responsible for running and managing the
server. Some examples include Windows, Linux, Unix, etc
 Application - A program run on a computer to satisfy a certain need under the
OS (examples include Lotus Notes, Siebel, WebSphere)
 Network - The layer of computing the is responsible for interconnecting IT
elements
 Database - An application primarily used for storing data
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Session 6 (Slide 3) - Introduction to IT Services –
ESM Introduction - Definitions
 Process Layer - The layer in ESM containing the Operational Processes
 Functional Layer - The layer in ESM containing the management disciplines for
services
 I/T Element Layer - The layer in ESM enumerating the I/T elements in the
environment
 Infrastructure Management - The discipline regarding services responsible for
maintaining and managing the IT elements in an environment
 Relationship Management - The discipline containing the services that are
customer facing in relation to their IT infrastructure
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Session 6 (Slide 4) - Introduction to IT Services –
ESM Introduction - Definitions
 Inter-Discipline Interface - Connection between two management disciplines
 Inter-Service Interface - Connection between two services
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Session 6 (Slide 5) - Introduction to IT Services –
ESM Introduction – Services Definitions
 Customer Service Center - The location where customer interact and interface
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with the IT provider
Command Center - The location where operators manage the IT environment
Subject Matter Experts (SME's) - Personnel trained in specific areas within the
IT environment, such as application, network, os, etc
Project Office - The group within the IT provider matrix responsible for
managing the revolving projects for a customer
Composite Elements - Disparate data collected to manage the IT infrastructure
Server/Application Elements - IT elements directly supporting the hw, os, and
applications within the IT infrastructure
Network Elements - IT elements directly supporting the interconnections
within the IT infrastructure
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Session 6 (Slide 6) - Introduction to IT Services –
ESM Introduction – Services Definitions
 Capacity/Performance Management - The non-functional service regarding the
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long term trending of performance coupled with a knowledge of future load to
predict needed capacity
Operations Management - The service responsible for directly managing the IT
infrastructure based on user experience and event management outputs
Recovery Management - The service which manages the complete recovery of
your IT infrastructure which is closely related to backup management
Security Management - The service managing the protection of your IT
infrastructure from external attacks, and preventative measures taken to meet
the same
Business Process Management - The service mapping IT elements to a
customer's major business processes
Remote Control - The service managing IT elements remotely, usually through
an agent to reduce downtime
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Session 6 (Slide 7) - Introduction to IT Services –
ESM Introduction – Services Definitions
 Inventory - The service responsible for capturing the software and hardware
information for a customer's IT environment
 Reporting Management - The service responsible for collecting and displaying
data to the infrastructure owners and customers
 Request Management - The service responsible for retaining collecting and
managing requests made of the IT environment
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Session 6 (Slide 8) - Introduction to IT Services –
ESM Introduction – Services Definitions
 SLA Management - The service, which is closely tied into reporting
management, responsible for capturing and displaying Service Level Agreement
data
 Knowledge Management - The service containing reusable standardized
information used for reference and future engagements
 Asset Management - The service is the combination of Remote Control,
Inventory and Software Distribution services
 Notification/Escalation Management - The service responsible for managing
the appropriate notification based on event management outputs
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Session 6 (Slide 9) - Introduction to IT Services –
ESM Introduction – Services Definitions
 Call/Problem Management - The service responsible for managing user
deficiencies and alerting the appropriate parties
 Change Management - The service managing the requests and completion of
changes made to the IT infrastructure
 End-User Experience Management - The service managing the non-functional
(intangible qualities such as performance) customer requirements
 Platform Management Systems - Systems within the IT infrastructure that
manage the server and application IT elements
 SNMP Management - The service responsible for managing SNMP (Simple
Network Management Protocol) traffic
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Session 6 (Slide 10) - Introduction to IT Services –
ESM Introduction (IT Service Management)
 IT Service Management or Relationship Management - The discipline
containing the services that are customer facing in relation to their IT
infrastructure
 Reporting
 Request management
 Service level agreement management
 Knowledge management
 Asset management
 Notification
 Escalation
 Help desk
 Problem management
 Change management
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Session 7 (Slide 1) - Introduction to IT Services –
ESM Introduction (IT Infrastructure Management)
 Infrastructure Management - The discipline regarding services responsible for
maintaining and managing the IT elements in an environment
 Infrastructure Management
 Backup
 Recovery
 Software distribution
 Configuration
 Event
 Availability
 Capacity
 Performance
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Session 7 (Slide 2) - Introduction to IT Services –
ESM Introduction (IT Infrastructure Management)
 Infrastructure Management
 Operations
 Disaster recovery
 Security
 Remote control
 Inventory
 Provisioning
 Storage
 License
 Business process
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Session 7 (Slide 3) - Introduction to IT Services –
ESM Introduction (IT Infrastructure Management)
Infrastructure Management
Relationship Management
Software Distribution
Configuration Management
Configuration Management
Reporting
Event Management
Availability Management
Capacity / Performance
Operations Management
Recovery Management
Security Management
Business Process Mgt.
Remote Control
Inventory
Command Center,
Subject Matter Experts
Foundations in IT services I and II
© Copyright IBM Corporation 2007. All rights reserved
Request Management
SLA Management
Knowledge Management
Asset Management
Notification / Escalation
Call / Problem Management
Change Management
Customer Service Center,
Project Office,
Web Portal
Indicates Service or Discipline Interface
Session 7 (Slide 4) - Introduction to IT Services –
ESM Introduction (IT Infrastructure Management)
Enterprise Operational Processes
Enterprise Systems Management
Infrastructure ManagementRelationship Management
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Server
Process Layer
EV
PR
Notes, SAP, MQSeries, Exchange
Application
INV
Inter-Discipline Interface
SD
Inter-Service Interface
SNA, TCP/IP Protocols and Devices
Network
Database
DB/2, Oracle, Sybase, Lotus
Foundations in IT services I and II
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End to End Management
Disciplines
and
ServicesInterface
Layer
Service
or Discipline
reservedIndicates
Functional Layer
I/T Element Layer