Shulou(Shulou.com)06/01 Report--

From practical experience, the data center operation and maintenance of each enterprise will not be perfect, because after all, the enterprise business development is rapid, and the corresponding requirements for IT are getting higher and higher, more and more complex, so whether in the operation and maintenance team structure, or in the specific management level, although the actual space is limited, there are a lot of room and room for adjustment, and listen to me!

First, take a look at this operation and maintenance model to find out what the enterprise operation and maintenance includes:

Enterprise operation and maintenance includes four quadrants: personnel, management, tools and business. For personnel, enterprises usually have two kinds of structures: one is functional drivers, such as computer room maintenance team, IT infrastructure operation and maintenance team, application maintenance team, etc. The other is management process-driven grouping, such as event management process team, problem management process team, change and release process team, etc. Most of these teams are set up according to the actual needs of enterprise management and management system requirements. Personnel are selected from various functional driver teams and temporarily set up. The staff structure, number, personnel and functions of the functional drive team are basically fixed, and as a formal management organization in the enterprise, they basically maintain a stable state. If adjusted, it must belong to a relatively static action. The management process-driven team is temporarily set according to the management needs, and the personnel structure, number and arrangement of personnel are all set according to the actual management needs of the enterprise, so the organization is flexible, set up and adjusted at any time. So the biggest difference between the two is flexibility, and flexibility is the most important survival factor for an enterprise! When it comes to management, there are also two kinds of management, one is the management system of the enterprise, the other is the management system and management requirements set according to the requirements of enterprise development, or the management process, such as ITIL process, OA management process, ISO20000, CMMI and so on. The basic point of the management system is the basic requirements of the development of enterprises for a long time, so it is very difficult to change, but the management process is flexible and variable. At this point, we all understand that if an enterprise strives for the maximization of management value and the matching degree of business development, the best way is to achieve it through the implementation of the management process and the setting of the management process-driven team. on the one hand, keep the enterprise management flexible enough, on the other hand, ensure the stable development of the enterprise on the flexible basis. This is why when doing IT service management (ITSM) or ITIL projects, we need to set up a corresponding management module team while implementing the management process to ensure the smooth implementation of the management process.

Let's talk about the tool level. The so-called tools actually refer to improving the ability and level of operation and maintenance through the improvement of the technical level. For example, using a bastion machine to ensure the security of accounts and permissions related to operation and maintenance, and through monitoring to ensure the monitoring of all aspects of the data center business (OS, DB, middleware, applications, network, storage, etc.), the slogan is "full monitoring, full coverage". The implementation of this technical level can ensure the stability and efficiency of operation and maintenance, and ensure that operation and maintenance meet the requirements of business development and the requirements of the industry or regulatory departments. The biggest difference between technical level and management level is in "people"! Integrated monitoring is a relatively complex project in the enterprise, but it basically involves the relevant personnel of the operation and maintenance department, and has nothing to do with other departments. But if you implement the ITIL project, it will involve a wide range of areas, not only the operation and maintenance, the R & D department, the testing department, the financial department, the logistics management department, and so on. In the future, the ITIL project will be launched and will be used by all departments. Therefore, the biggest difference between the management level and the technical level lies in the "people", so the difficulty is also in the "people". Take the monitoring project as an example, it is difficult at the beginning of implementation, because the administrator does not have a clear understanding of this thing at the beginning, so it is difficult, but once it is understood, the speed is accelerated and the project is concluded easily. On the contrary, when the concept of the process is publicized in the early stage, everyone is basically Hello, but once the change in management involves specific people, the reaction will be much greater, and it will be easier to start, but it will be difficult to close the project. I have never seen a process project without delay. Therefore, both Party An and Party B must understand the different characteristics of the project and make a good plan in mind. A word of advice, when implementing management projects, do not move the management structure as much as possible, and use more temporary management organizations to reduce the pressure on existing personnel!

Finally, let's talk about business. Companies basically sell either products, services, or both. However, no matter what we sell, the value of our operation and maintenance is to ensure the stable development of the business. Now that the cloud era has come, virtualization has become the mainstream of the development of our enterprise data center. The arrival of virtualization is actually two sides of the coin. On the one hand, it improves the flexibility and flexibility of enterprise operation and maintenance, but on the other hand, it also puts forward higher requirements for operation and maintenance personnel, not only to understand the traditional business system, but also to understand the characteristics and architecture of virtualization. Some people are talking about the impact of virtualization on operation and maintenance. In my opinion, the arrival of virtualization and cloud has reduced the number of operation and maintenance personnel, but increased the quality and difficulty of operation and maintenance personnel.

What can you do to help us after talking so much? From the perspective of these four quadrants, operation and maintenance is a whole and interlinked. After we have made adjustments to the management system and management structure, can we greatly improve the ability of operation and maintenance? Not necessarily, because the tool level will limit the advanced nature of the management system. For example, if we do not do comprehensive monitoring, we may only have human flesh monitoring in most cases, whether from the comprehensiveness of monitoring or the real-time monitoring. In this case, the event management process will be very busy. And it is easy to enter a state of emergency, and the personnel will be exhausted. At this time, will someone enter the problem management process and explore the deep-seated problems of the system? On the other hand, can the level of operation and maintenance be improved if we only do things at the tool level and do not adjust the management system? The answer is no. After the completion of the monitoring project, there will be a large number of monitoring alarm events that need to be dealt with by administrators. There is no event management process and no event classification. Go and see. The people of operation and maintenance will be too disturbed to deal with at all. Finally, when everyone is tired, it is time for the monitoring system to be abandoned. So when we make any operation and maintenance adjustment, we have to consider the possible impact of other quadrants, and then take these effects into account before the project, so as not to be in a hurry!

Finally, a simple sentence: do not move, move all!

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