A metodologia ou Framework aqui intitulado como MONITORAÇÃO INTEGRADA tem por objetivo principal trazer um foco de atuação ativa, preventiva e preditiva às atuais estruturas de corporativas de Centrais de Serviços Compartilhados, Services Desks e até mesmo dos Helpdesks, através da::
- materialização, consolidação e transparência das atividades Monitoração, Operação e Suporte Técnico envolvidas na sustentação dos Serviços providos, e valorização da atuação das equipes;
- aumento contínuo do valor agregado da Monitoração à partir da consolidação dos Incidentes e Requisições abertas diretamente pelos clientes/usuários;
- processo ativo e contínuo de Controle de Qualidade embasado em KPIs, Dashboards e Relatórios;
- contínua identificação dos principais ofensores de SLA e roadmaps de atuação.
No contexto das Melhores Práticas de Gestão de Serviços de TI – ITIL, o foco da metodologia de Monitoração Integrada está diretamente ligado a materialização das atividades relacionadas aos processos consolidados como Operação e Melhoria Contínua de Serviços.
Dentro do cenário acima consolidado ressalta-se uma premissa básica quanto aos esforços de implementação e manutenção no dia-a-dia deste tipo de abordagem como Valor Agregado ao Negócio:
Considerando-se a materialização dos Indicadores Operacionais no contexto de Operação e Melhoria Contínua dos Serviços propostos pelas Melhores Práticas ITIL (www.axelos.com), e os esforços de implementação e sustentação temos a Metodologia de Monitoração Integrada abaixo apresentada:
Dentre dos 7 (sete) Pilares de Sustentação acima apresentados para a Metodologia de Monitoração Integrada, neste blog iremos descrever a proposta dos INCIDENTES DE MONITORAÇÃO RPA para a materialização de Indicadores Operacionais.
Operação – Cadência Operacional
Os principais objetivos de OPERAÇÃO dentro da metodologia proposta são:
- Mapeamento, consolidação e engajamento interno de todas Atividades Operacionais envolvidas na sustentação dos Serviços providos;
- Matriz RACI claramente definida e reconhecida internamente abordando as Atividades Operacionais, declarando-se os Serviços diretamente e indiretamente afetados por cada uma destas atividades, as atribuições e responsabilidades de cada Equipe Técnica e Gerencial, assim como os SLAs (Service Level Agreement) e OLAs (Operation Level Agreement) atribuídos a cada uma destas atividades;
- Formalização e reconhecimento destas Atividades Operacionais irão impactar diretamente em um maior comprometimento das Equipes envolvidas no atingimento das Metas Compartilhadas.
- Materialização da produtividade das Equipes envolvidas na sustentação dos Serviços provido à partir da abertura de requisições automaticamente abertas na Central de Serviços Compartilhados para cada uma das Atividades Operacionais consolidadas, de acordo com um calendário previamente definido e acordado internamente;
A estratégia utilizada no mapeamento, consolidação e formalização das Atividades Operacionais para o engajamento de todas as Equipes Técnicas envolvidas, é o reconhecimento da Autoridade no assunto através dos modelos e cases a serem apresentados como Templates iniciais.
O Compromisso e Coerência na estruturação das Atividades Operacionais resultando a abordagem acima, infere em uma necessidade de retribuição por parte da Equipe Técnica na evolução contínua na evolução das atividades já implementadas, assim como na implementação de novas Atividades Operacionais no dia-a-dia.
Com este direcionamento, todas as Atividades Operacionais ficam formalizadas e sua execução passa a ser acompanhada pela abertura automática de uma Requisição de Serviços via Central de Serviços Compartilhados, a partir da qual se torna possível a materialização e consolidação dos indicadores de desempenho das Equipes Operacionais envolvidas na sustentação da:
- Infraestrutura de Tecnologia da Informação: Servidores, Banco de Dados, Elementos de Infraestrutura de Rede LAN e WAN, Impressoras, Desktops, Notebooks, etc.
- Serviços de Infraestrutura de TI: Antivírus, Antispam, Patching, Email, Filtro de Conteúdo, etc.
- Aplicações e Sistemas dos Clientes: Folha de Pagamento, ERP, CRM, etc.
Os Serviços providos aos Clientes são sustentados por Atividades Operacionais distribuídas nas seguintes Equipes Operacionais:
- BASIS / BACKUP
- BANCO DE DADOS (SQL, MySQL, PROGRESS, DB2, ORACLE)
- SISTEMA OPERACIONAL (AIX, LINUX, WINDOWS)
- VIRTUALIZAÇÃO (POWER VM, VNWARE, HYPER-V)
- HARDWARE (STORAGE, TAPE, SERVIDORES)
- NETWORK DEVICES (FIREWALL, PORTAS, VPN, VLAN, SWITCHES).
Os diferenciais da metodologia de Monitoração Integrada quanto a abordagem de abertura de Requisições para todas as Atividades Operacionais são:
- Integração
- Monitoração totalmente integrada a uma estrutura de Central de Serviços Compartilhadas / Service Desk, na materialização de todas as atividades executadas na sustentação dos Serviços;
- Consolidação das Atividades Operacionais de forma integrada com a materialização dos KPIs dos Incidentes de Monitoração;
- Consolidação das Atividades Operacionais de forma integrada com a materialização dos KPIs dos Incidentes e Requisições demandas pelos Clientes;
- Consolidação das Atividades Operacionais de forma integrada com a materialização dos KPIs da AUTOMAÇÃO;
- Consolidação das Atividades Operacionais de forma integrada com a materialização dos KPIs dos Atividades de Suporte Técnico N2/N3;
- Consolidação das Atividades Operacionais de forma integrada com a materialização dos KPIs das Melhorias Contínuas implementadas.
- Dimensionamento da equipe: KPIs para o dimensionamento das equipes envolvidas na sustentação:
- BASIS / BACKUP
- BANCO DE DADOS (SQL, MySQL, PROGRESS, DB2, ORACLE)
- SISTEMA OPERACIONAL (AIX, LINUX, WINDOWS)
- VIRTUALIZAÇÃO (POWER VM, VNWARE, HYPER-V)
- HARDWARE (STORAGE, TAPE, SERVIDORES)
- NETWORK DEVICES (FIREWALL, PORTAS, VPN, VLAN, SWITCHES).
- Catálogo e Categorizações específicas a OPERAÇÃO no contexto de:
- sustentação operacional da estrutura abaixo:
- BASIS / BACKUP
- BANCO DE DADOS (SQL, MySQL, PROGRESS, DB2, ORACLE)
- SISTEMA OPERACIONAL (AIX, LINUX, WINDOWS)
- VIRTUALIZAÇÃO (POWER VM, VNWARE, HYPER-V)
- HARDWARE (STORAGE, TAPE, SERVIDORES)
- NETWORK DEVICES (FIREWALL, PORTAS, VPN, VLAN, SWITCHES).
- sustentação operacional aos Serviços de Infraestrutura:
- Patching, Antivírus e AntiSpam
- Filtro de Conteúdo
- Conectividade WAN
- Conectivade LAN
- Backup / Restore
- VPN / VLAN / QoS
- Banco de Dados
- Firewall / Proxy, etc
- sustentação operacional às Aplicações dos Clientes: a serem identificadas no Assessment inicial, assim como o direcionamento interno a aquisição de ferramentas APM.
- Abertura de Chamados de Requisições de Atividades Operacionais de sustentação no CSC:
- sustentação a BASIS
- sustentação a BACKUP e RESTORE
- Atividades Operacionais de sustentação a SISTEMA OPERACIONAL-AIX, Linux e Windows;
- Atividades Operacionais de sustentação a Virtualização;
- Atividades Operacionais de sustentação a BANCO DE DADOS;
- tividades Operacionais de sustentação a HARDWARE-STORAGE;
- Atividades Operacionais de sustentação a HARDWARE-TAPE;
- Atividades Operacionais de sustentação a HARDWARE-SERVIDORES;
- Atividades Operacionais de sustentação a HARDWARE-NETWORK-Firewall, Switch, Access Point;
- Atividades Operacionais de sustentação a -LINK WAN;
- Atividades Operacionais de sustentação a HARDWARE-NETWORK-VLAN, VPN e QoS.
- Manutenção da Efetividade da OPERAÇÃO – KPIs
- Quantidade Mensal de requisições de OPERAÇÃO DENTRO/FORA SLA por Categorias (existentes no Catálogo) nos últimos 180 dias x Quantidade de requisições de OPERAÇÃO nos últimos 30 dias;
- Quantidade Mensal de requisições de OPERAÇÃO DENTRO/FORA SLA por Categorias (existentes no Catálogo) nos últimos 60 dias x Quantidade de OPERAÇÃO nos últimos 7 dias;
- Cross Reference Mensal de requisições de OPERAÇÃO por Categorias (existentes no Catálogo)-últimos 12 meses: Quantidade Mensal de requisições de OPERAÇÃO x Incidentes (Clientes) x Requisições (Clientes);
- Cross Reference Mensal de requisições de OPERAÇÃO por Categorias (existentes no Catálogo)-últimos 12 meses: Quantidade Mensal de requisições de OPERAÇÃO x Incidentes de Monitoração x Suporte Técnico x Melhoria Contínua;
- Cross Reference Mensal de requisições de OPERAÇÃO por Categorias (existentes no Catálogo)-últimos 12 meses: Quantidade Mensal de requisições de OPERAÇÃO x Incidentes (Clientes) x Requisições (Clientes);
- Outros a serem definidos à partir do Assessment inicial.
- Análise de Tendências Controle de Qualidade e manutenção da efetividade da OPERAÇÃO – KPIs
- Quantidade Semanal de requisições de OPERAÇÃO por Categorias (existentes no Catálogo) nos últimos 60 dias x Quantidade Semanal requisições de OPERAÇÃO nos últimos 7 dias;
- Outros a serem definidos à partir do Assessment inicial.
- Identificação dos Ofensores de SLA por CONTRATO – KPIs
- Quantidade Semanal de requisições de OPERAÇÃO DENTRO/FORA DO SLA por Categorias (existentes no Catálogo) nos últimos 60 dias x Quantidade Semanal requisições de OPERAÇÃO nos últimos 7 dias;
- Quantidade Semanal de Incidentes de Monitoração – CRITICAL – por Categorias (Catálogo) nos últimos 60 dias x Quantidade Semanal de Incidentes por Categorias (Catálogo) nos últimos 7 dias
- Quantidade Semanal de Incidentes de Monitoração – WARNING – por Categorias (Catálogo) nos últimos 60 dias x Quantidade Semanal de Incidentes por Categorias (Catálogo) nos últimos 7 dias
- Quantidade Semanal de Incidentes de Monitoração RPA – CRITICAL – por Categorias (Catálogo) nos últimos 60 dias x Quantidade Semanal de Incidentes por Categorias (Catálogo) nos últimos 7 dias
- Quantidade Semanal de Incidentes de Monitoração RPA – WARNING – por Categorias (Catálogo) nos últimos 60 dias x Quantidade Semanal de Incidentes por Categorias (Catálogo) nos últimos 7 dias
- Outros a serem definidos à partir do Assessment inicial.
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