what esm monitor?
- infrastructure tools
- process performance
- quality assurance
what is ITIL
- information technology infrastructure library
- standardise selection, planning, delivery and maintenance of IT services within a business
- improve efficiency and achieve predictable service delivery
- started in 1980s for data centres
areas of itil (3)
service design, transition (change management), operation (recovery/management)
what is six sigma
- disciplined, statistical-based, data-driven approach and continuous improvement methodology for eliminating defects
CMM
- capability maturity model
- best practices for IT solutions
what is SLA
- aspects?
- SMART
Service Level Agreement
1. service description
2. service level targets
3. responsibilities of service provider and customer
-Specific, Measurable, Achievable, Relevant, Timely
whats RACI
- Responsible: does the work
- Accountable: delegates work & reviews to ensure correct and complete
- Consulted: provide input due to expertise
- Informed: told what is happening
six sigma quality (3)
- defined using Kono Analysis
- dissatisfiers, satisfiers, delighters
what are dissatisfiers
- expected features
- must be’s unspoken
what are satisfiers
- standard features that increase/decrease satisfaction by their degree
- one-dimensional, spoken
- eg. cost, speed, ease of use
what are delighters
- unexpected features/characteristics that impress customers and earch the company “extra credit”
- excited by, unspoken
what drives good quality (4)
people
systems
process
measurements
what is CTQ
Critical to Quality
- performance indicator for high level measurable objectives
- represent quantitative product/service characteristics defined by customer (internal/external)
CTQ trees
qualitative voice of customer -> quality driver -> quantitative CTQ measurable
DMAIC Process
- define : understand needs, VoC, CTQ
- measure: qualitative, quantitative
- analyse: ensure quality is met/improved, discover trends
- improve
- control: response strategy, continuously improve quality
why monitor?
- the process of reviewing and analysing IT infrastructure and business processes for availability, operations, performance, security and other operations-related processes
- help respond to issues early and predict future issues
how to monitor?
- measure
- visualise
- analyse
- report
analyse - peaks
- what to do?
- dont panic
- investigate the cause
- check frequency of spike
- decide if further action is required
analyse - trends
- what are they used for?
- what to do?
- a number of consecutive data points away from the average in the same direction
- ensures a robust, long-lived system
- investigate cause
