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  • ITIL Incident Classification - Fault vs SR vs Technical Incident

    - by ExceptionLimeCat
    I am new to ITIL and Incident classifcations and I am trying learn more about them and understand how they could integrate in our organization. I have found it difficult to find a clear definition of Fault vs. Service Request vs. Technical incidents. I am basing my definitions on this article: http://www.itsmsolutions.com/newsletters/DITYvol6iss27.htm As I understand it: Service Request - Service provided by IT as part of regular administration of a system. Fault - An unexpected error in a system. Technical Incident - An interruption or potential interruption in IT service due to an expected incident caused by some IT policy.

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  • How popular is ITIL in the rest of the world?

    - by Oz123
    I am sorry if this question is not 100% Programming wise, I just didn't know where to ask. Consider yourself lucky if you don't know what ITIL is. You can understand from my tone I don't like it - I find ITIL the complete opposite of how IT Company should work, being too bureaucratic and complicated. In Germany, where I work, it seems to be very popular, and I have been asked in several job interviews if I know ITIL. Do you know popular is it in the rest of the world? Should I worry about ITIL or I can snub it? I must also ask my European colleagues - Why do you think is ITIL so popular? Is there a strong empirical evidence that ITIL does work? By empirical, I mean not personal experiences of the kind "We are a company that is working with ITIL...". I can hardly imagine a multi-million dollar company like Apple or Google work with ITIL, but I can also hardly see how it can benefit small companies...

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  • Are there any good references coparing Software Development CM best practices to IT CM best practice

    - by dkackman
    I have spent my career on the software development side of things and in the latter part have become more and more involved in the realm of Software Configuration Management. Now I am moving into an IT group and need to ramp up on CM practices from that standpoint. Are there any good references (books, websites, blogs whatever) out there comparing Software CM practices to IT CM practices? Basically I'm in learning mode and am trying compare things I already know from the software development side to things on the IT side.

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  • Is anybody using Splunk in a large-scale production environment?

    - by Nano Taboada
    I've been watching the videos at splunk.com and really it's hard to believe that one can get all those features for free, there's still that "where's the catch?" in the back of my head. So it'd be great if anybody that is actually using it Splunk on production would like to share their experiences, perhaps highlighting its benefits over, say, Nagios? Thanks much in advance.

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  • links for 2010-03-23

    - by Bob Rhubart
    Edward Clay: 10 Best Practices for a Successful Customer Solution Engagement Edward Clay based this new Oracle white paper on information from ITIL, ISO, and other IT models and methodologies, and on his 17+ years in the IT industry. (tags: entarch oracle otn solutionarchitect itil iso) John Brunswick: ?Portal Content Personalization John Brunswick's very thorough post covers terminology and concepts, example scenarios and technical implementation strategies to showcase how content personalization can be achieved within a portal from a technical and strategic standpoint. (tags: otn oracle enterprise2.0 contentmanagement portal)

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  • Independent SharePoint Trainer in DC ~ I conduct, teacher-led SHAREPOINT user training anywhere ~

    - by technical-trainer-pro
    Your options: "*interactive" hands-on VIRTUAL or CLASSROOM style training to all SharePoint Users & Site Admin owners.* I also develop customized classes tailored to the specific design of any SharePoint Site - acting as the translator for those left to understand and use it, on an everyday basis. Audience: users,clients,stakeholders,trainers Areas: functionality,operations,management, user site customization,ITIL training, governance process,change mangement and industry or client specific scenerios. INDIVIDUAL RATE- $300 to join any class *(1)* GROUP RATE - $1500 for a private group of (6-10) Flexible Scheduling contact me : [email protected] Local to DC/MD/VA ---can train hands-on anywhere~

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  • Jumpstart Fusion Middleware projects with Oracle User Productivity Kit

    - by Dain C. Hansen
    Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;} Missed our webinar on how Oracle UPK can reduce your project timeline by more than 10%?  View the playback and discover how to successfully build, deploy, and manage custom applications built with Fusion Middleware using Oracle User Productivity Kit!  Oracle UPK develops standards, processes, and designs the right solution for Oracle SOA Suite, WebCenter, Web 2.0, and Business Process Management tool users. By using Oracle UPK organizations can reduce implementation costs, increase user adoption, and shorten time to deployment of custom applications built with Fusion Middleware.  View this webcast and learn how Oracle UPK: Reduces standardization effort costs by 75% Drives standardization and adoption of ITIL processes Brings products to market faster with rapid custom application development Increases user adoption and productivity rate  For more information on Oracle UPK, visit the resource center. 

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  • creating a journal/blog

    - by DijnsK
    hi, im trying to replace our current journal (excel sheet) with a web portal based journal. something kind of like twitter, but with more options. also needs to have a login so we can track the people entering. it can also be some sort of tool but i cant find anything that meets our demands... i could use a ITIL ticket service but that has way to much functionalities for our use. im basicly looking for a webportal with a shared blog, where users can login and creat new entries with: a topic name a automated follow-up ID number a field where they can enter specific info a reply field and a status field with pre defined statuses can anyone help me with this? thanks in advance. Koen

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  • Incident Management-Monitoring Ideas

    - by sprsr
    Hello all, What we are tring to do at our company (banking industry) is to apply some ITIL (Information Technology Infrastructure Library) principles and I need some ideas to develop our incident management system of our company. For those who have experienced with incident management, what are the things that helps you most ? What are the things that you can't live without while managing the incidents. Do you have some good screenshots of such a monitoring software ? Since we choosed to develop our own system instead of buying a big system, there are lots of things we may miss, and we are brainstorming here. I need some key points that most crucial in incident management and monitoring. Thanks.

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  • Cloud Computing : publication du volet 3 du Syntec Numérique

    - by Eric Bezille
    Une vision client/fournisseur réunie autour d'une ébauche de cadre contractuel Lors de la Cloud Computing World Expo qui se tenait au CNIT la semaine dernière, j'ai assisté à la présentation du nouveau volet du Syntec numérique sur le Cloud Computing et les "nouveaux modèles" induits : modèles économiques, contrats, relations clients-fournisseurs, organisation de la DSI. L'originalité de ce livre blanc vis à vis de ceux déjà existants dans le domaine est de s'être attaché à regrouper l'ensemble des acteurs clients (au travers du CRIP) et fournisseurs, autour d'un cadre de formalisation contractuel, en s'appuyant sur le modèle e-SCM. Accélération du passage en fournisseur de Services et fin d'une IT en silos ? Si le Cloud Computing permet d'accélérer le passage de l'IT en fournisseur de services (dans la suite d'ITIL v3), il met également en exergue le challenge pour les DSI d'un modèle en rupture nécessitant des compétences transverses permettant de garantir les qualités attendues d'un service de Cloud Computing : déploiement en mode "self-service" à la demande, accès standardisé au travers du réseau,  gestion de groupes de ressources partagées,  service "élastique" : que l'on peut faire croitre ou diminuer rapidement en fonction de la demande mesurable On comprendra bien ici, que le Cloud Computing va bien au delà de la simple virtualisation de serveurs. Comme le décrit fort justement Constantin Gonzales dans son blog ("Three Enterprise Principles for Building Clouds"), l'important réside dans le respect du standard de l'interface d'accès au service. Ensuite, la façon dont il est réalisé (dans le nuage), est de la charge et de la responsabilité du fournisseur. A lui d'optimiser au mieux pour être compétitif, tout en garantissant les niveaux de services attendus. Pour le fournisseur de service, bien entendu, il faut maîtriser cette implémentation qui repose essentiellement sur l'intégration et l'automatisation des couches et composants nécessaires... dans la durée... avec la prise en charge des évolutions de chacun des éléments. Pour le client, il faut toujours s'assurer de la réversibilité de la solution au travers du respect des standards... Point également abordé dans le livre blanc du Syntec, qui rappelle les points d'attention et fait un état des lieux de l'avancement des standards autour du Cloud Computing. En vous souhaitant une bonne lecture...

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  • Top Questions and Answers for Pluging into Oracle Database as a Service

    - by David Swanger
    Yesterday we hosted a comprehensive online forum that shared a comprehensive path to help your organization design, deploy, and deliver a Database as a Service cloud. If you missed the online forum, you can watch it on demand by registering here. We received numerous questions.  Below are highlights of the most informative: DBaaS requires a lengthy and careful design efforts. What is the minimum requirements of setting up a scaled-down environment and test it out? You should have an OEM 12c environment for DBaaS administration and then a target database deployment platform that has the key characteristics of what your production environment will look like. This could be a single server or it could be a small pool of hosts if your production DBaaS will be larger and you want to test a more robust / real world configuration with Zones and Pools or DR capabilities for example. How does this benefit companies having their own data center? This allows companies to transform their internal IT to a service delivery model for the database. The benefits to the company are significant cost savings, improved business agility and reduced risk. The benefits to the consumers (internal) of services if much fast provisioning, and response to change in business requirements. From a deployment perspective, is DBaaS's job solely DBA's job? The best deployment model enables the DBA (or end-user) to control the entire process. All resources required to deploy the service are pre-provisioned, and there are no external dependencies (on network, storage, sysadmins teams). The service is created either via a self-service portal or by the DBA. The purpose of self service seems to be that the end user does not rely on the DBA. I just need to give him a template. He decides how much AMM he needs. Why shall I set it one by one. That doesn't seem to be the purpose of self service. Most customers we have worked with define a standardized service catalog, with a few (2 to 5) different classes of service. For each of these classes, there is a pre-defined deployment template, and the user has the ability to select from some pre-defined service sizes. The administrator only has to create this catalog once. Each user then simply selects from the options offered in the catalog.  Looking at DBaaS service definition, it seems to be no different from a service definition provided by a well defined DBA team. Why do you attribute it to DBaaS? There are a couple of perspectives. First, some organizations might already be operating with a high level of standardization and a higher level of maturity from an ITIL or Service Management perspective. Their journey to DBaaS could be shorter and their Service Definition will evolve less but they still might need to add capabilities such as Self Service and Metering/Chargeback. Other organizations are still operating in highly siloed environments with little automation and their formal Service Definition (if they have one) will be a lot less mature today. Therefore their future state DBaaS will look a lot different from their current state, as will their Service Definition. How database as a service impact or help with "Click to Compute" or deploying "Database in cloud infrastructure" DBaaS enables Click to Compute. Oracle DBaaS can be implemented using three architecture models: Oracle Multitenant 12c, native consolidation using Oracle Database and consolidation using virtualization in infrastructure cloud. As Deploy session showed, you get higher consolidating density and efficiency using Multitenant and higher isolation using infrastructure cloud. Depending upon your business needs, DBaaS can be implemented using any of these models. How exactly is the DBaaS different from the traditional db? Storage/OS/DB all together to 'transparently' provide service to applications? Will there be across-databases access by application/user. Some key differences are: 1) The services run on a shared platform. 2) The services can be rapidly provisioned (< 15 minutes). 3) The services are dynamic and can be relocated, grown, shrunk as needed to meet business needs without disruption and rapidly. 4) The user is able to provision the services directly from a standardized service catalog.. With 24x7x365 databases its difficult to find off peak hrs to do basic admin tasks such as gathering stats, running backups, batch jobs. How does pluggable database handle this and different needs/patching downtime of apps databases might be serving? You can gather stats in Oracle Multitenant the same way you had been in regular databases. Regarding patching/upgrading, Oracle Multitenant makes patch/upgrade very efficient in that you can pre-provision a new version/patched multitenant db in a different ORACLE_HOME and then unplug a PDB from its CDB and plug it into the newer/patched CDB in seconds.  Thanks for all the great questions!  If you'd like to learn more and missed the online forum, you can watch it on demand here.

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  • EM12c Release 4: Database as a Service Enhancements

    - by Adeesh Fulay
    Oracle Enterprise Manager 12.1.0.4 (or simply put EM12c R4) is the latest update to the product. As previous versions, this release provides tons of enhancements and bug fixes, attributing to improved stability and quality. One of the areas that is most exciting and has seen tremendous growth in the last few years is that of Database as a Service. EM12c R4 provides a significant update to Database as a Service. The key themes are: Comprehensive Database Service Catalog (includes single instance, RAC, and Data Guard) Additional Storage Options for Snap Clone (includes support for Database feature CloneDB) Improved Rapid Start Kits Extensible Metering and Chargeback Miscellaneous Enhancements 1. Comprehensive Database Service Catalog Before we get deep into implementation of a service catalog, lets first understand what it is and what benefits it provides. Per ITIL, a service catalog is an exhaustive list of IT services that an organization provides or offers to its employees or customers. Service catalogs have been widely popular in the space of cloud computing, primarily as the medium to provide standardized and pre-approved service definitions. There is already some good collateral out there that talks about Oracle database service catalogs. The two whitepapers i recommend reading are: Service Catalogs: Defining Standardized Database Service High Availability Best Practices for Database Consolidation: The Foundation for Database as a Service [Oracle MAA] EM12c comes with an out-of-the-box service catalog and self service portal since release 1. For the customers, it provides the following benefits: Present a collection of standardized database service definitions, Define standardized pools of hardware and software for provisioning, Role based access to cater to different class of users, Automated procedures to provision the predefined database definitions, Setup chargeback plans based on service tiers and database configuration sizes, etc Starting Release 4, the scope of services offered via the service catalog has been expanded to include databases with varying levels of availability - Single Instance (SI) or Real Application Clusters (RAC) databases with multiple data guard based standby databases. Some salient points of the data guard integration: Standby pools can now be defined across different datacenters or within the same datacenter as the primary (this helps in modelling the concept of near and far DR sites) The standby databases can be single instance, RAC, or RAC One Node databases Multiple standby databases can be provisioned, where the maximum limit is determined by the version of database software The standby databases can be in either mount or read only (requires active data guard option) mode All database versions 10g to 12c supported (as certified with EM 12c) All 3 protection modes can be used - Maximum availability, performance, security Log apply can be set to sync or async along with the required apply lag The different service levels or service tiers are popularly represented using metals - Platinum, Gold, Silver, Bronze, and so on. The Oracle MAA whitepaper (referenced above) calls out the various service tiers as defined by Oracle's best practices, but customers can choose any logical combinations from the table below:  Primary  Standby [1 or more]  EM 12cR4  SI  -  SI  SI  RAC -  RAC SI  RAC RAC  RON -  RON RON where RON = RAC One Node is supported via custom post-scripts in the service template A sample service catalog would look like the image below. Here we have defined 4 service levels, which have been deployed across 2 data centers, and have 3 standardized sizes. Again, it is important to note that this is just an example to get the creative juices flowing. I imagine each customer would come up with their own catalog based on the application requirements, their RTO/RPO goals, and the product licenses they own. In the screenwatch titled 'Build Service Catalog using EM12c DBaaS', I walk through the complete steps required to setup this sample service catalog in EM12c. 2. Additional Storage Options for Snap Clone In my previous blog posts, i have described the snap clone feature in detail. Essentially, it provides a storage agnostic, self service, rapid, and space efficient approach to solving your data cloning problems. The net benefit is that you get incredible amounts of storage savings (on average 90%) all while cloning databases in a matter of minutes. Space and Time, two things enterprises would love to save on. This feature has been designed with the goal of providing data cloning capabilities while protecting your existing investments in server, storage, and software. With this in mind, we have pursued with the dual solution approach of Hardware and Software. In the hardware approach, we connect directly to your storage appliances and perform all low level actions required to rapidly clone your databases. While in the software approach, we use an intermediate software layer to talk to any storage vendor or any storage configuration to perform the same low level actions. Thus delivering the benefits of database thin cloning, without requiring you to drastically changing the infrastructure or IT's operating style. In release 4, we expand the scope of options supported by snap clone with the addition of database CloneDB. While CloneDB is not a new feature, it was first introduced in 11.2.0.2 patchset, it has over the years become more stable and mature. CloneDB leverages a combination of Direct NFS (or dNFS) feature of the database, RMAN image copies, sparse files, and copy-on-write technology to create thin clones of databases from existing backups in a matter of minutes. It essentially has all the traits that we want to present to our customers via the snap clone feature. For more information on cloneDB, i highly recommend reading the following sources: Blog by Tim Hall: Direct NFS (DNFS) CloneDB in Oracle Database 11g Release 2 Oracle OpenWorld Presentation by Cern: Efficient Database Cloning using Direct NFS and CloneDB The advantages of the new CloneDB integration with EM12c Snap Clone are: Space and time savings Ease of setup - no additional software is required other than the Oracle database binary Works on all platforms Reduce the dependence on storage administrators Cloning process fully orchestrated by EM12c, and delivered to developers/DBAs/QA Testers via the self service portal Uses dNFS to delivers better performance, availability, and scalability over kernel NFS Complete lifecycle of the clones managed by EM12c - performance, configuration, etc 3. Improved Rapid Start Kits DBaaS deployments tend to be complex and its setup requires a series of steps. These steps are typically performed across different users and different UIs. The Rapid Start Kit provides a single command solution to setup Database as a Service (DBaaS) and Pluggable Database as a Service (PDBaaS). One command creates all the Cloud artifacts like Roles, Administrators, Credentials, Database Profiles, PaaS Infrastructure Zone, Database Pools and Service Templates. Once the Rapid Start Kit has been successfully executed, requests can be made to provision databases and PDBs from the self service portal. Rapid start kit can create complex topologies involving multiple zones, pools and service templates. It also supports standby databases and use of RMAN image backups. The Rapid Start Kit in reality is a simple emcli script which takes a bunch of xml files as input and executes the complete automation in a matter of seconds. On a full rack Exadata, it took only 40 seconds to setup PDBaaS end-to-end. This kit works for both Oracle's engineered systems like Exadata, SuperCluster, etc and also on commodity hardware. One can draw parallel to the Exadata One Command script, which again takes a bunch of inputs from the administrators and then runs a simple script that configures everything from network to provisioning the DB software. Steps to use the kit: The kit can be found under the SSA plug-in directory on the OMS: EM_BASE/oracle/MW/plugins/oracle.sysman.ssa.oms.plugin_12.1.0.8.0/dbaas/setup It can be run from this default location or from any server which has emcli client installed For most scenarios, you would use the script dbaas/setup/database_cloud_setup.py For Exadata, special integration is provided to reduce the number of inputs even further. The script to use for this scenario would be dbaas/setup/exadata_cloud_setup.py The database_cloud_setup.py script takes two inputs: Cloud boundary xml: This file defines the cloud topology in terms of the zones and pools along with host names, oracle home locations or container database names that would be used as infrastructure for provisioning database services. This file is optional in case of Exadata, as the boundary is well know via the Exadata system target available in EM. Input xml: This file captures inputs for users, roles, profiles, service templates, etc. Essentially, all inputs required to define the DB services and other settings of the self service portal. Once all the xml files have been prepared, invoke the script as follows for PDBaaS: emcli @database_cloud_setup.py -pdbaas -cloud_boundary=/tmp/my_boundary.xml -cloud_input=/tmp/pdb_inputs.xml          The script will prompt for passwords a few times for key users like sysman, cloud admin, SSA admin, etc. Once complete, you can simply log into EM as the self service user and request for databases from the portal. More information available in the Rapid Start Kit chapter in Cloud Administration Guide.  4. Extensible Metering and Chargeback  Last but not the least, Metering and Chargeback in release 4 has been made extensible in all possible regards. The new extensibility features allow customer, partners, system integrators, etc to : Extend chargeback to any target type managed in EM Promote any metric in EM as a chargeback entity Extend list of charge items via metric or configuration extensions Model abstract entities like no. of backup requests, job executions, support requests, etc  A slew of emcli verbs have also been added that allows administrators to create, edit, delete, import/export charge plans, and assign cost centers all via the command line. More information available in the Chargeback API chapter in Cloud Administration Guide. 5. Miscellaneous Enhancements There are other miscellaneous, yet important, enhancements that are worth a mention. These mostly have been asked by customers like you. These are: Custom naming of DB Services Self service users can provide custom names for DB SID, DB service, schemas, and tablespaces Every custom name is validated for uniqueness in EM 'Create like' of Service Templates Now creating variants of a service template is only a click away. This would be vital when you publish service templates to represent different database sizes or service levels. Profile viewer View the details of a profile like datafile, control files, snapshot ids, export/import files, etc prior to its selection in the service template Cleanup automation - for failed and successful requests Single emcli command to cleanup all remnant artifacts of a failed request Cleanup can be performed on a per request bases or by the entire pool As an extension, you can also delete successful requests Improved delete user workflow Allows administrators to reassign cloud resources to another user or delete all of them Support for multiple tablespaces for schema as a service In addition to multiple schemas, user can also specify multiple tablespaces per request I hope this was a good introduction to the new Database as a Service enhancements in EM12c R4. I encourage you to explore many of these new and existing features and give us feedback. Good luck! References: Cloud Management Page on OTN Cloud Administration Guide [Documentation] -- Adeesh Fulay (@adeeshf)

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