Best practices for Network Infrastructure …

1 Helsinki University of technology Department of Electrical and Communications Engineering Antti Mattila best practices for Network Infrastructure management a case study of IT Infrastructure Library (ITIL) II Helsinki University of technology Abstract of the Master's Thesis Author: Antti Mattila Name of the Thesis: best practices for Network Infrastructure management a case study of Information technology Infrastructure Library (ITIL) Date: Pages: 89 Department: Department of Electrical and Communications Engineering Professorship: S-38 Networking technology Supervisor: Prof. J rg Ott Instructor: Harri Heinonen Abstract: Managing Network Infrastructure is an important part of delivering IT services to the end-users. Networks play an essential part in the service delivery and while Network infrastructures are becoming more complex it is vital that the processes for the Network Infrastructure exist and function effectively.

2 In this thesis I will construct and present processes for Network Infrastructure management for company with thousands of users scattered globally. The solution is based on IT Infrastructure Library (ITIL) Change and Configuration management best practice guidance. Integral part of this solution is also to introduce a structure to Configuration management Database (CMDB), which holds the information and relationships of the Network Infrastructure . Focus is in the Network management support processes, not in the technology to implementing it. ITIL and specifically Change and Configuration management are presented in the thesis for background information. Several other ITIL process areas overlap the subject but they are only discussed briefly. ITIL forms the basis for creating Network Infrastructure management processes for the case study corporation, but it only gives some guidelines for the implementation.

3 More specific approach had to be tailored for the company's use. When processes are in use the Network staff can become an internal provider for Network support and development for the end users. After processes are documented it is easier to train IT staff for Network support and Network specialists can focus more on the development side of Network management and proactive management rather than just solely reacting on incidents. Thesis also discusses the difficulties of implementing the new support processes. Processes define the required procedures of people executing Network Infrastructure management . Resistance to change from local individual ways of managing the Network Infrastructure to global common ways of executing Network Infrastructure management is the key problem implementing new processes. Capability Maturity Model Integration (CMMI) process maturity set is used to define the initial level of maturity for Network Infrastructure management and also to assess the results of final level of maturity.

4 CMMI presents general areas to focus on when creating support processes. Further development possibilities in the area of Network Infrastructure management are also assessed. Keywords: Network Infrastructure management , ITIL, Configuration management , Change management , CMDB Antti Mattila: best practices for Network Infrastructure management a case study of IT Infrastructure Library (ITIL) III Teknillinen Korkeakoulu Diplomity n tiivistelm Tekij : Antti Mattila Ty n nimi: Information technology Infrastructure Library:n (ITIL) parhaat k yt nn t verkkoinfrastruktuurin hallintaan - tapaustutkimus P iv m r : Sivum r : 89 Osasto: S hk - ja tietoliikennetekniikan osasto Professuuri: S-38 Tietoverkkotekniikka Ty n valvoja: Prof. J rg Ott Ty n ohjaaja: DI Harri Heinonen Tiivistelm : Verkkoinfrastruktuurin hallinta on t rke osa IT-palvelujen tarjoamista loppuk ytt jille. Tietoverkot n yttelev t v ltt m t nt osaa palvelujen toimittamisessa ja koska verkkoinfrastruktuureista on tullut yh monimutkaisempia on elint rke , ett verkkoinfrastruktuurin hallinta on olemassa selke t prosessit, jotka toimivat tehokkaasti.

5 T ss diplomity ss luon ja esittelen prosessit verkkoinfrastruktuurin hallintaan yrityksell , jolla on tuhansia k ytt ji levitt ytyneen ymp ri maailmaa. Ratkaisu perustuu IT Infrastructure Library:n (ITIL) hy dynt miseen, varsinkin Muutos- ja Konfiguraationhallinnan parhaiden k yt nt jen osalta. Olennainen osa ratkaisua on my s esitell sopiva Configuration management Database:n (CMDB) rakenne, jota k ytet n verkkoinfrastruktuurin tietojen ja suhteiden varastointiin. Painopiste on verkkoinfrastruktuurin tukiprosesseissa, ei sit toteuttavassa teknologiassa. ITIL ja erityisesti Muutoksen- ja Konfiguraationhallinta esitell n t ss ty ss taustainformaation saamiseksi ratkaisua varten. Monet muut ITIL prosessi-alueet liittyv t vahvasti aiheeseen, mutta ne esitell n vain lyhyesti. ITIL muodostaa pohjan tapaustutkimusyrityksen verkkoinfrastruktuurin hallinnan prosessien luomiselle, mutta se antaa vain suuntaviivoja siihen.

6 Tarkempi toteutus t ytyy r t l id kohdeyrityksen mukaan. Kun tukiprosessit ovat k yt ss voi verkkotuen henkil st st muodostaa sis inen toimittaja verkkotuelle ja kehitykselle. Prosessien dokumentoinnin j lkeen on helpompaa kouluttaa uusia verkkotukihenkil it ja verkkospesialistit voivat keskitty enemm n verkkoinfrastruktuurin kehitt miseen ja ennakoivaan verkonhallintaan, aiemmin tapahtuneen pelk n ongelmiin reagoinnin sijaan. Diplomity k sittelee my s uusien prosessien k ytt noton vaikeuksia. Prosessit m rittelev t vaaditus ty tavat ihmisille, jotka toteuttavat verkkoinfrastruktuurin hallintaa. Muutosvastarinta muutokselle paikallisesta yksil llisest tavasta pit yll verkkoinfrastruktuuria globaaleihin yhten isiin verkkoinfrastruktuurin hallinnan prosesseihin tulee olemaan iso. Muutosvastarinta tulee olemaan suurin ongelma prosesseja k ytt notettaessa. Capability Maturity Model Integration (CMMI) prosessikehitys ohjeistoa k ytet n m rittelem n verkkoinfrastruktuurin hallinnan alun kypsyystaso ja my s m ritt m n lopullisten tulosten kypsyystasoa.

7 CMMI esittelee yleisi alueita joihin tulee keskitty tukiprosesseja luodessa. Verkkoinfrastruktuurin hallinnan jatkokehitysmahdollisuuksia pohditaan my s lopussa. Avainsanat:Verkkoinfrastruktuurin hallinta, ITIL, Konfiguraation hallinta, Muutoksen hallinta, CMDB Antti Mattila: best practices for Network Infrastructure management a case study of IT Infrastructure Library (ITIL) IV Foreword This work has been done at Konecranes Group IT department as part of the IT Service management process implementation project. I wish to thank my professor J rg Ott for the advice and support he has given me. I would also like to thank my instructor Harri Heinonen for the support. I am very grateful to my uncle and godfather Atso Mattila for his extensive support and also pushing me forward with the thesis. I want to offer my deepest gratitude for my betrothed Terhi for accepting the long hours that this thesis has required and being a tower of strength for me during the long writing process.

8 I would also like to thank the music by The Offspring, AFI and Bullet for my Valentine and the group of people supporting disoriented canine for helping me to endure this extensive project. Espoossa Antti Mattila Antti Mattila: best practices for Network Infrastructure management a case study of IT Infrastructure Library (ITIL) V Table of Contents Table of Terms and VII 1 1 Problem 3 Content of the 3 2 General 4 Network Infrastructure 4 Information technology Information Library (ITIL).. 5 ITIL ICT Infrastructure 10 ITIL Change 12 ITIL Configuration 15 Current ITIL 19 Capability Maturity Model Integration (CMMI) and 21 Control Objectives for Information and Related technology (COBIT).. 23 IT Costs and Cost-Benefit 25 26 3 Case Study 27 Konecranes Lifting businesses Global Crane Manufacturer and Service Corporation27 Konecranes IT Current 29 Overall IT 29 IT Service 30 IT Service management 32 Background for the 33 Konecranes Network 36 Konecranes Network Infrastructure management - Former Situation and Problems37 38 4 39 ITIL best practices and 39 ITIL Configuration management and 39 ITIL Change management and 40 Other Related Current ITIL Processes at 41 Description of Konecranes 42 Level of 43 Konecranes CMDB 44 CMDB Structure Network 46 CI Types Related to Network Infrastructure 47 CMDB 48 Antti Mattila.

9 best practices for Network Infrastructure management a case study of IT Infrastructure Library (ITIL) VI Configuration Item 50 Change management 52 Change management Process 53 RfC Roles and 54 RfC 57 Request for Change (RfC) Ticket 60 62 5 Validation of 63 63 Research 64 Configuration management and 64 Change 66 6 68 Assessment of the 68 Further Development 69 References Appendix Antti Mattila: best practices for Network Infrastructure management a case study of IT Infrastructure Library (ITIL) VII Terms and Abbreviations CCTA Central Computer and Telecommunications Agency, was a UK government agency providing computer and telecoms support to government departments Change management The process responsible for controlling the lifecycle of all changes to IT Infrastructure CI Configuration Item, any component that needs to be managed in order to deliver an IT Service CMDB Configuration management Database, a database used to store Configuration Items throughout their lifecycle CMMI Capability Maturity Model Integration, a process improvement approach developed by Software Engineering Institute (SEI)

10 COBIT Control Objectives for Information and Related technology , provides guidance and best practice for the management of IT processes Configuration management The process responsible for maintaining information about Configuration Items throughout their lifecycle GITMM (British) Government Information technology Infrastructure management Methology, direct predececcor of IT Infrastructure Library ICT Information and Communication technology , a broad subject concerned with technology , communications and other aspects of managing and processing information ICT Infrastructure management The process of building and maintaining the Infrastructure for ICT (Information and Communications technology ) ISO International Organization for Standardization, an international standard-setting body IT Information technology , a broad subject concerned with aspects of managing, editing and processing information ITIL IT Infrastructure Library, a set of best practice guidance for IT Service management ITSM IT Service management , the implementation and management of quality IT Services that meet the needs of the business itSMF IT Service management Forum, an independent organization dedicated to promoting a professional approach to IT Service management LAN Local Area Network , a local computer Network for communication between computers MPLS Multi-protocol Label Switching, a data-carrying mechanism in computer networking Network Multiple computers and other devices connected together to share information Network Infrastructure Architecture, in terms of equipment and connections.