Map Data services (like FTP, data movement among DR sites)

[DBITES]

Hello,

I am new to ITIL - just 3 hours old. I have looked at 11 major buckets under which all metrics/measures must fall.

By looking at the bucket categories as shown under:

Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
SLM
Release Management
Capacity Management
Availability Management
Service-Continuity-Management
Financial Management

I am not sure under which categories the "Data" services measurements would fall under. Or where would "Oracle Database Performance" measures fall?

Any guidance, links to reference, etc. are appreaciated.

Thanks!

[Diarmid]

Dbites,

first of all, much information is needed in many more than one of the areas you mention. So be careful how you think of this.

second, there are normally more buckets than those explicitly identified by ITIL. It is advisable to avoid shoe-horning everything you do into an ITIL definition.

Performance data is usually required for the performance monitoring and improvement activities which might come under Capacity Management, but might be a separate function. Nevertheless Capacity Management, Service Level Management and Problem Management, at the very least will have an interest in this information and analysis. You may well find that the service desk benefits from access to performance information to help in responding to enquiries from users.

I am unsure of your meaning of '"Data" services measurement', but, as with everything, it will be managed by the function responsible for those services and in accord with your audit and control requirements and it will be available at appropriate levels and times where it is required.

If you are so new to ITIL beware of trying to run before you can crawl. Get to understand ITIL properly and then apply your understanding to resolving your underlying service issues and introducing effective service improvements. It is rarely beneficial to start by trying to conceive a comprehensive structure derived from the books. That is more likely to change your problems than to improve your service.
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