IT Systems Management – Table of Content

Designing, Implementing, and Managing World-Class Infrastructures

First edition; 528 pages
ISBN 0-13-087678-X
( by: Rich Schiesser )

Table of Content

Part 1- Background

Chapter 1: Historical Perspective

  • Introduction
  • Systems Management: A Proposed Definition
  • Time Lining Early Developments of Systems Management
  • The Need for a General-Purpose Computer
    • A Brief Look at IBM
  • Summary

Chapter 2 : Evolving in the 1970’s and 1980’s

  • Introduction
  • General Purpose Becomes General Expansion
    • Evolving S/360 into S/370
    • Significant IT Developments during the 1980’s
    • Continuing Evolution of Mainframe Computers
    • Extended Use of Midrange Computers
    • Proliferation of Personal Computers
    • Emergence of Client-Server Systems
    • Impact of 1980s’ IT Developments on New Systems
    • Management Functions
    • Impact of 1980s’ IT Developments on Existing Systems
    • Management Functions
  • Summary

Chapter 3 : Into and Beyond the New Millennium

  • Introduction
  • Reinventing the Mainframe
  • The Changing of Midrange and Client-Server Platforms
  • The Growing Use of PC’s and Networks
  • The Global Growth of the Internet
  • Lingering Effects of the Millennium Bug
  • Time Lining the Disciplines of Systems Management
  • Summary

Part 2 – People

Chapter 4 : Acquiring Executive Support

  • Introduction
  • Why Executive Support is Especially Critical Today
  • Building a Business Case for Systems Management
  • Educating Executives on the Value of Systems Management
    • Three Universal Principles Involving Executive Support
  • Ensuring Ongoing Executive Support
  • Summary

Chapter 5 : Organizing for Systems Management

  • Introduction
  • Factors to Consider in Designing IT Organizations
  • Factors to Consider in Designing IT Infrastructures
    • Locating Departments in the Infrastructure
  • Recommended Attributes of Process Owner
  • Summary

Chapter 6 : Staffing for Systems Management

  • Introduction
  • Determining Required Skill Sets and Skill Levels
  • Assessing the Skill Levels of Current Onboard Staff
    • Alternative Sources of Staffing
  • Recruiting Infrastructure Staff from the Outside
  • Selecting the Most Qualified Candidate
  • Retaining Key Personnel
  • Using Consultants and Contractors
    • Benefits of Using Consultants and Contractors
    • Drawbacks of Using Consultants and Contractors
  • Summary

Chapter 7 : Customer Service

  • Introduction
  • How IT Evolved into a Service Organization
  • The Four Key Elements of Good Customer Service
    • Identifying Your Key Customers
    • Identifying Key Services of Key Customers
    • Identifying Key Processes that Support Key Services
    • Identifying Key Suppliers that Support Key Processes
  • Integrating the Four Key Elements of Good Customer Service
  • The Four Cardinal Sins that Undermine Good Customer Service
  • Summary

Part 3 Processes

Chapter 8 : Availability

  • Introduction
  • Definition of Availability
  • Differentiating Availability from Uptime
  • Differentiating Slow Response from Downtime
  • Differentiating Availability from High Availability
  • Desired Traits of an Availability Process Owner
  • Methods for Measuring Availability
  • The Seven R’s of High Availability
  • Assessing an Infrastructure’s Availability Process
    • Measuring and Streamlining the Availability Process
  • Summary

Chapter 9 : Performance and Tuning

  • Introduction
  • Differences between the performance and Tuning Process and Other Infrastructure Processes
  • Definition of Performance and Tuning
  • Preferred Characteristics of a Performance and Tuning Process Owner
  • Performance and Tuning Applied to the Five Major Resources Environments
    • Server Environment
    • Disk Storage Environment
    • Database Environment
    • Network Environment
    • Desktop Computer Environment
  • Assessing an Infrastructure’s Performance and Tuning Process
    • Measuring and Streamlining the Performance and Tuning Process
  • Summary

Chapter 10 : Production Acceptance

  • Introduction
  • Definition of Production Acceptance
  • The Benefits of a Production Acceptance Process
  • Implementing a Production Acceptance Process
  • Full Deployment of a New Application
  • Distinguishing New Applications from New Versions of Existing Applications
  • Distinguishing Production Acceptance from Change Management
  • Assessing an Infrastructure’s Production Acceptance Process
    • Measuring and Streamlining the Production Acceptance Process
  • Summary

Chapter 11 : Change Management

  • Introduction
  • Definition of Change Management
  • Drawbacks of Most Change Management Processes
  • Key Steps Required in Developing a Change Management Process
  • Emergency Changes Metric
  • Assessing an Infrastructure’s Change Management Process
    • Measuring and Streamlining the Change Management Process
  • Summary

Chapter 12 : Problem Management

  • Introduction
  • Definition of Problem Management
  • Scope of Problem Management
  • Distinguishing among Problem, Change, and Request Management
  • Key Steps to Developing a Problem Management Process
  • Opening and Closing Problems
  • Segregating and Integrating Help Desks
  • Client Issues with Problem Management
  • Assessing an Infrastructure’s Problem Management Process
    • Measuring and Streamlining the Problem Management Process
  • Summary

Chapter 13 : Storage Management

  • Introduction
  • Definition of Storage Management
  • Desired Traits of a Storage Management Process Owner
  • Storage Management Capacity
  • Storage Management Performance
  • Storage Management Reliability
  • Storage Management Recoverability
  • Assessing an Infrastructure’s Storage Management Process
    • Measuring and Streamlining the Storage Management Process
  • Summary

Chapter 14 : Network Management

  • Introduction
  • Definition of Network Management
  • Key Decisions about Network Management
  • Assessing an Infrastructure’s Network Management Process
    • Measuring and Streamlining the Network Management Process
  • Summary

Chapter 15 : Configuration Management

  • Introduction
  • Definition of Configuration Management
  • Practical Tips for Improving Configuration Management
  • Assessing an Infrastructure’s Configuration Management Process
    • Measuring and Streamlining the Configuration Management Process
  • Summary

Chapter 16 : Capacity Planning

  • Introduction
  • Definition of Capacity Planning
  • Why Capacity Planning is Seldom Done Well
  • How to Develop an Effective Capacity Planning Process
  • Additional Benefits of Capacity Planning
  • Helpful Hints for Effective Capacity Planning
  • Uncovering the Hidden Costs of Upgrades
  • Assessing an Infrastructure’s Capacity Planning Process
    • Measuring and Streamlining the Capacity Planning Process
  • Summary

Chapter 17 – Strategic Security

  • Introduction
  • Definition of Strategic Security
  • Developing a Strategic Security Process
  • Assessing an Infrastructure’s Strategic Security Process
    • Measuring and Streamlining the Security Process
  • Summary

Chapter 18 : Disaster Recovery

  • Introduction
  • Definition of Disaster Recovery
  • Case Study: Disaster at the Movie Studio
    • Three Important Lessons Learned
  • Steps to Developing an Effective Disaster Recovery Process
  • Nightmare Incidents with Disaster Recovery Plans
  • Assessing an Infrastructure’s Disaster Recovery Process
    • Measuring and streamlining the Disaster Recovery Process
  • Summary

Chapter 19 : Facilities Management

  • Introduction
  • Definition of Facilities Management
  • Major Elements of Facilities Management
  • The Facilities Management Process Owner
    • Determining the Scope of Responsibilities of a Facilities Management Process Owner
    • Desired Traits of a Facilities Management Process Owner
  • Evaluating the Physical Environment
    • Major Physical Exposures Common to a Data Center
  • A Word About Efficiency and Effectiveness
  • Tips to Improve the Facilities Management Process
  • Assessing an Infrastructure’s Facilities Management Process
    • Measuring and Streamlining the Facilities Management Process
  • Summary

Part 4 – Technology

Chapter 20 : Developing Robust Process

  • Introduction
  • What Contributes to a World-Class Infrastructure
  • Characteristics of a Robust Process
  • Understanding the Differences Between a Formal and Informal Process
    • Helpful Ground Rules for Brainstorming
  • Methods for Prioritizing Requirements
  • Summary

Chapter 21 : Using Technology to Automate and Evaluate Robust Process

  • Introduction
  • Automating Robust Processes
  • Evaluating an Infrastructure Process
  • Evaluating Process Documentation
    • Benefits of the Methodology to Evaluate Process
    • Documentation
  • Summary

Chapter 22 :Integrating Systems Management Processes


  • Introduction
  • Distinguishing Strategic Processes from Tactical Process
  • Identifying Strategic Processes
  • Identifying Tactical Processes
  • The Values of Distinguishing Strategic from Tactical Processes
  • Relationships Between Strategic and Tactical Processes
  • Difficulties with Integrating Solely Tactical Processes
  • Difficulties with Integrating Solely Strategic Processes
  • Difficulties with Integrating Solely Tactical and Strategic Processes
  • Examining the Integrated Relationships Between Strategic and Tactical Processes
  • Significance of Systems Management Process Relationships
  • Summary

Chapter 23 : Special Considerations for Client-Server and Web-Enabled Environments

  • Introduction
  • Client-server Environment Issues
    • Vendor Relationships
    • Multiplatform Support
    • Performance Tuning Challenges
    • Disaster Recovery Planning
    • Capacity Planning
  • Web- Enabled Environment Issues
    • Traditional Companies
    • Moderate and Growing Companies
    • Dotcom Companies
  • Summary

Part 5 – Appendices

  • Appendix A
    • Frequently Asked Questions
  • Appendix B
    • Summary of Definitions
  • Appendix C
    • Assessment Worksheets Without Weighting Factors
  • Appendix D
    • Assessment Worksheets With Weighting Factors
    • Bibliography
    • Index
    • About the Author


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