1. STORAGE MANAGEMENT/ EXECUTIVE: ITIL® and Other Best Practices Frameworks
Jim Damoulakis
CTO, GlassHouse Technologies
Sept. 21, 2004

2. Outline Best practices frameworks ITIL® Other “standards” Drivers
Benefits
ITIL®
What is it?
Who owns it?
How do you use it?
Other “standards”
CMM
COBIT
COSO
ITIL® is a registered trade mark of OGC

3. Outline (2) How does this fit with storage? GH SML
Improving storage management – need more than tools
Managing increasing complexity and controlling cost
Realization that you can’t take advantage of new technology without fixing the process
Better services at lower cost
GH SML
What is it?
How does it fit with the frameworks?
Usage examples

4. Best practices frameworks
Process rediscovered?
Increased accountability – compliance
Aligning IT with business – more than lip service
Growth is too difficult to manage
Reduce risk
Improve effectiveness
Improve cost

5. ITIL: What? IT Infrastructure Library (ITIL)
“ITIL is the most widely accepted approach to IT service management in the world.”
A best practices approach for IT service management
A framework to structure new and existing methods and activities
De facto standard (Real standard is BS15000)
Quality focus

6. ITIL: Who? UK Office of Government Commerce (OGC) Holder of copyright
Also oversees PRINCE2
itSMF: IT Service Management Forum
Drives much of the ITIL definition and qualification criteria
Publications
Training
Certifications (people, not organizations)

7. ITIL framework publications
Source: Pink Elephant

8. Service delivery Service level management
Financial management for IT services
Capacity management
IT services continuity management
Availability management

9. Service support Incident management Problem management
Configuration management
Change management
Release management

10. Capability maturity model: Carnegie Mellon SEI
Level
Name
Description 1
Initial
Ad-hoc, reactive, “firefighting” 2
Repeatable
Proactive, trained people 3
Defined
Documented, standardized products and procedures 4
Managed
Metrics for deliverables and processes 5
Optimizing
Continuous improvement with feedback

11. Control OBjectives for Information and related Technology (COBIT® )
Controlled by the IT Governance Institute (ITGI) and Information Systems Audit and Control Association (ISACA)
Framework for governance of IT
“Developed as a generally applicable and accepted standard for good Information Technology (IT) security and control practices that provides a reference framework for management, users, and IS audit, control and security practitioners”

12. CobiT domains: Planning & organization Acquisition & implementation
Delivery & support
Monitoring

13. Compliance auditing COSO internal control – Integrated framework
Committee of Sponsoring Organizations of the Treadway Commission
Blessed by SEC and PCAOB as approved IT governance framework
Five components:
Control environment
Risk assessment
Control activities
Information and communication
Monitoring

14. How does this apply to storage?
ITIL, COBIT, COSO do not discuss storage specifically
Goals of effectiveness and efficiency are the same across IT
Storage adds the problem of persistence
Need for a storage-specific framework

15. The GlassHouse Storage Management Lifecycle™
A framework of best practice for the planning, management and operation of the storage environment
A guide to the steps needed to align, plan, design and purchase the storage infrastructure
A road map for the development of policies and standard operating procedures needed for efficient and compliant storage management
Supportive of international standards on compliance

16. Storage Management Lifecycle
Phase 1
Planning
Phase 2
Provisioning
Phase 3
Maintenance
Phase 4
Customer
Care
Source: GlassHouse Technologies Inc. 2004
Storage Management Lifecycle

17. Phase 1: Planning 1.1 Strategy 1.2 Policies 1.3 Discovery Phase 1.4
Requirements
Source: GlassHouse Technologies Inc. 2004

18. Phase 2: Provisioning 2.1 Purchasing 2.2 Change Control 2.3 Activation
Service
Acceptance
Source: GlassHouse Technologies Inc. 2004

19. Phase 3: Maintenance 3.1 Service Delivery 3.2 Infrastructure
Management
3.3
Support
Phase 3.4
Compliance
Source: GlassHouse Technologies Inc. 2004

20. Phase 4: Customer Care 4.1 Service Ordering 4.2 Fulfillment 4.3
Quality
Source: GlassHouse Technologies Inc. 2004
4.4
Alignment
Check

21. Operations & Maintenance 21 51
Domain
Activities
Tasks
Focus Areas
Planning 4 28 89
Provisioning 25 56
Operations & Maintenance 21 51
Client Care (end user) 3 16
Technical
Requirements
Reference
Architecture
Primary
Environment

22. Planning Strategy Policies Discovery of environment
Example: Breakout of planning phase and tiered, detailed activities and tasks
Phase
Activity
Tasks
Business Drivers, Service Levels required, Financial criteria
Strategy
Demarcation lines, storage group roles, data classification, expense request, capacity planning, security, technology directions, communications
Policies
Planning
Primary environment, server environment, storage network environment, data identification, backup environment, DR environment, archiving environment, policies, procedure, tools environment, organization structure, application environment
Discovery of environment
Group service levels, define COS attributes, develop reference architecture, establish financial parameters, establish standard operating procedures
Technical requirements

23. Mapping the ITIL framework to the SML
(SS) Service Support
Service desk √
Incident management √
Problem management √
Configuration management √
Change management √
Release management √
(BP) Business Perspective
Business continuity √
Partnerships and outsourcing
Surviving change
Transformation of business practice
Application
Management
(SD) Service Delivery
Capacity management √
Financial management √
Availability management √
Service level management √
Service continuity management √
(IM) Infrastructure Management
Network service management √
Operations management √
Management of local processors √
Computer installation and acceptance √
Systems management √
√ indicates match to GH SML activity

24. Engagement objectives - Capability maturity model

25. Key findings: Fragile storage utility model
Business unit concerns – Availability
Single tier of service – Cost & need mismatch
No service level agreements – Need & value mismatch
Cost model constraints – Not tiers, no penalties, no BU$
Virtual storage team – Authority & accountability mismatch
Mature management practices – Under development
One level data protection – Cost & need mismatch
No lab environment – Cost & risk mismatch

26. Overall maturity level

27. Prioritization of process development plan by:
Impact
Level of effort

28. Storage management road map
3 Months 6 months 9 months 9+ Months
Foundation
Optimize
Compliance
Architecture
Desired State:
Improved staff productivity
Continuous reduction in unit TCO of storage
Reduced risk to critical apps
Costs aligned with data criticality
Improved service levels to business units
Expansion and growth part of a planned strategy
Compliant with regulation, legislation and mandate
Pragmatic and usable Disaster Recovery plan
Key Metrics
Develop and Implement Key Performance Indicators and Key Risk Indicators
Cost Model Simulation
Develop model to include BU, Arch, DR and Dev costs
Base SOP’s
Develop key Standard operating procedures with compliance, completion and quality artifacts
SLA Development Simulation
Develop & Publish draft SLA’s
Backup Compression
Model BU Strategies for closing window of opportunity
Automation
Tools selection
Cost Reduction
Consolidation of Storage
Data Identification
Application, Server, Storage, Business cross ref and inter dependency
Critical Priorities
Identify & Implement immediate compliance requirements
ILM Strategies
Develop ILM strategies for DB information, and
ILM Implementation
Implement ILM strategies for DB and
Audit Capability
Develop & implement internal audit capability
Archiving
Develop archiving compliance needs, refresh, recovery needs & priorities
Strategic Storage Architecture - Business needs, Policies, Service Levels, Backup, Archiving, DR,
Reference Architecture, RFI/RFP, Acquisition, Implementation,
Metrics, Tools, SOP’s, Operation,

29. Sample Tools – Provisioning

30. Summary – Why a best practices framework?
Promotes alignment of business needs with IT storage directions
Optimizes storage investment effectiveness and reduces operational costs.
Ability to cost, migrate and manage data appropriate to its value.
Provides speedy development of policy and procedure
Reduces risk and promotes manageability and predictability.
Creates a solid basis for identification and selection of appropriate automation tools.
Supports compliance process validation.

31. Useful links
Official ITIL home page –
itSMF –
CobiT –
COSO –
CMM –
GlassHouse SML –