IT Service System Operations and Management PDF

IT2312 IT Service System Operations and Management IT Infrastructure (ClydeBank Technology, 2022) An IT Infrastructure consists of hardware, software, and network components that maintain the operation and delivery of IT-managed services. It is the floor plan of infrastructure...

IT2312 IT Service System Operations and Management IT Infrastructure (ClydeBank Technology, 2022) An IT Infrastructure consists of hardware, software, and network components that maintain the operation and delivery of IT-managed services. It is the floor plan of infrastructure components of an IT environment. Main IT Infrastructure Components An IT infrastructure can be broken into three (3) components: 1. Hardware: It refers to the physical or tangible components and devices of the infrastructure. It includes desktop computers, servers, data centers, routers, switches, wires, and an entire IT facility. It increases and fosters the operations of those in the digital aspect of an IT system. 2. Software: These are the applications or programs that manage or bring life to the hardware. It is used in companies to function, provide services, and operate internal pipelines. This component includes content management systems (CMS), customer relation management (CRM), enterprise resource planning (ERP), operating systems (OS), and web servers. 3. Network: This combines devices into a single network to connect and establish Internet connectivity and communication between internal and external systems. A networking system usually comprises routers, servers, hubs, switches, and cables. Firewalls and other security devices are also part of this category. Types of IT Infrastructure IT Infrastructure also has different types that can cater to a company’s IT needs. Traditional – or on-premise: Hardware and software components are the main components of this infrastructure. It requires a bigger free space at the deployment site since all equipment must be located under one roof for easier access to necessary information and computing power. Since most components are managed and owned by the company within their facilities in this infrastructure, it can be more expensive to develop and install. Constant monitoring, maintenance, and updating must also be done to meet the ever-changing market demands. Cloud: Instead of physical equipment within the facility, all servers, software solutions, and data storage are located in the cloud. A cloud is a virtual space that exists and is accessible on the Internet. A private cloud is preferred as the infrastructure is only available to the company, unlike public clouds from Amazon, Google, and IBM, where infrastructures are shared. Lots of money on hardware and data centers will be saved. It can be risky for security reasons as it can be a victim of data breaches and leaks, so it is best to find the best cloud service provider to cover these concerns. Hyperconverged: This involves a blend of both. It aims to unify network, storage, and data on a single interface. It focuses on the convergence, or forming of a new whole from two or more different devices, of computing, storage, networking, and virtualization within a single hardware system. 08 Handout 1 *Property of STI  [email protected] Page 1 of 3  IT2312 Knowing these components and types in an IT infrastructure, it is important to know how to operate and manage them in line with providing IT service. IT Infrastructure Operations Infrastructure Operations is the management and maintenance of all the components of a company’s IT infrastructure. It includes tasks such as server setup, network configuration, database management, and system performance monitoring. SaaS or Software as a Service is an approach to delivering applications over the Internet as a service. In this industry, infrastructure operation is crucial in delivering reliable and high-performing software services to customers. SaaS companies such as Salesforce, Slack, and HubSpot rely on complex IT infrastructure to deliver their services, which involve a combination of cloud-based and on-premises resources. In ensuring a smooth and reliable operation, SaaS companies invest heavily in this infrastructure, including hiring specialized IT staff, implementing robust monitoring and alert systems, and using automated tools to ensure that the management of their infrastructure is streamlined. SaaS companies can rely on third-party service providers to handle their infrastructure operations to leverage expertise and resources for an optimized operation and improved service quality. However, without effective infrastructure operations, downtime can be experienced. Performance issues may also arise, as well as security vulnerabilities that can undermine customer experience, leading to a damaged company reputation. People who ensure an effective infrastructure operation include IT operation teams IT and business functions. They configure, install, and maintain software, prevent downtimes, make disaster recovery, and deploy and integrate new technologies. IT Infrastructure Management To run them smoothly, it is the process and coordination of IT resources, systems, platforms, people, and environments. Infrastructure management can be easily understood by thinking of it in three (3) broad categories. Storage Management – handles data storage devices such as hard drives and cloud databases for tasks like backup and recovery, capacity planning, and storage performance monitoring. It is an approach to delivering fast data access while ensuring data integrity, policy and regulatory compliance, and efficient storage resource use. Systems Management – handles servers and other computer systems for tasks like update installation, account management, and system performance monitoring. It is the centralized management of an organization’s IT infrastructure. Network Management – handles the network infrastructure such as routers, switches, and firewalls for tasks like configuration, traffic monitoring, and connectivity issues troubleshooting. It is the process of orchestrating network and data traffic across an enterprise ecosystem. 08 Handout 1 *Property of STI  [email protected] Page 2 of 3  IT2312 Infrastructure management offers a variety of benefits, including: Reduced system downtime that prevents company losses and damaged reputation Streamlined operations and workflows for a smoother transaction Cut down operation risks Supported full integration of all systems Decreased cost due to automation and capacity planning, which is used to determine a company’s production capacity to meet the changing needs of the products IT Infrastructure Manager An infrastructure manager is tasked with the planning, installation, maintenance, and upgrade of the IT systems and personnel. Aside from those, they are also responsible for the following: System Security – covers everything necessary to protect the infrastructure from various attacks. It includes installing antivirus software and firewalls, implementing smart password practices, and encrypting sensitive data files and communication. This area can be tricky, so an automated cybersecurity process is encouraged, such as using AnonyFlow, a simple service for encryption-based data anonymization, to encrypt documents instead of counting on employees automatically. Standards and Procedures – consists of practices such as training and enforcing the company’s IT maintenance and security processes. It ensures that the company properly utilizes its IT according to established standards. Performance Monitoring – involves taking a closer look and understanding of IT KPI (Key Performance Indicators) metrics such as outage data, including the downtime frequency, resolution meantime, and the overall total downtime, storage, and utilization, including RAM utilization and available storage space, and network performance including upload and download speeds and network latency. Documentation and Reporting: An important task that, if neglected, IT standards and practices would be impossible to establish given there is no documentation on how the different elements of the infrastructure are performing. It is best to create effective training materials, maintain IT system logs, track and report on system performance, and write incident reports when a security issue or breach happens. System Development: Large companies can also develop new systems as they handle more sensitive data. It is a responsibility to create and follow a detailed process for implementing these new tools which are often based on a previous diagnosis of a resolved system problem. References: Johnston, R., Shulver, M., Slack, N., & Clark, G. (2021). Operations management: 5th ed. Pearson. Kuprenko, V. (2022). What is IT infrastructure? A beginner’s guide. [Web Article]. Retrieved on November 13, 2023, from https://www.freecodecamp.org/news/what-is-it-infrastructure/ Pell, A. (2023). What is IT infrastructure management? [Web Article]. Retrieved on November 13, 2023, from https://zapier.com/blog/infrastructure-management/ Wrobel, M. (2023). The basics of the IT infrastructure: Definition, components, and types. [Web Article]. Retrieved on November 13, 2023, from https://blog.invgate.com/it-infrastructure 08 Handout 1 *Property of STI  [email protected] Page 3 of 3