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A Structured Approach to Database Administration using the principles of ITIL and ITSM


A Structured Approach to Database Administration using the principles of ITIL and ITSM By Iggy Fernandez Speaker Introduction 10+ years of Oracle DBA experience ... – PowerPoint PPT presentation

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Title: A Structured Approach to Database Administration using the principles of ITIL and ITSM

A Structured Approach to Database Administration
using the principles of ITIL and ITSM
  • By Iggy Fernandez

Speaker Introduction
  • 10 years of Oracle DBA experience
  • Previously, Manager of Database Administration
    Services at Corio
  • Currently, Lead DBA at Intacct

Presentation Structure
  • Part I - Problem Statement
  • Part II - Other approaches
  • Part III - ITIL and ITSM

Part I The Problem Statement
How many DBAs does it take to change a light bulb?
  • A chief technology officer of a G2000 company
    recently told me that he had three database
    administrators (DBAs) managing 130 instances of
    software on a 24/7 basis. I shuddered at the
    thought. No matter how qualified and
    knowledgeable those individuals might be, three
    IT professionals were not sufficient for the
    task Dr Tim Chou President, Oracle

What are the deliverables of the DBA function?
  • What is a DBA's responsibility? This
    million-dollar question is difficult for most IS
    organizations--let alone DBAs themselves--to
    answer Published Oracle author
  • If you don't know Which to Do, Of all the things
    in front of you, Then what you'll have when you
    are through, Is just a mess without a clue
    Winnie the Pooh Bear

Wiretap Recording
  • First DBA it seems very quiet this week...
  • First DBA i don't think i'll have 4 - 5 hours
    of real work
  • Second DBA why dont you enter the time for
    regular db maintenance on the servers
  • First DBA uhhhhhhhhhhh, what regular maint?
  • First DBA there hasn't been any this week
  • Second DBA but at least you can enter the time
    for proactive maintenance
  • First DBA what proactive maint?
  • First DBA haven't touched a box this week.
  • Second DBA check the error log and other db
    related logs
  • First DBA hmmmmm

HA technology does not produce HA
  • Intel DBA writes quickie script
  • eBay DBA types in wrong window
  • Amazon database cannot be restarted

Wiretap Recording
  • First DBA too many fires
  • Second DBA ?
  • First DBA oh the usual
  • First DBA prod is down, archive logs missing
  • First DBA etc etc
  • First DBA and everybody is running around like
    a headless chicken

Recap The Problem Statement
  • Inadequate staffing?
  • No consensus on deliverables
  • No rating methodology
  • Bad things happen easily
  • HA Technology does not produce HA

Part II Other Approaches
Capability Maturity Model (Software Development)
  • INITIAL Individual Heroics
  • REPEATABLE Basic Processes e.g. Project
    Management, Quality Assurance
  • DEFINED Documentation, Standardization,
    Integration, Communication
  • MANAGED Monitoring, Measurement, Reporting
  • OPTIMIZING Continuous Improvement

Other Quality Management Systems
  • ISO 9000 family
  • Six Sigma

Deficiencies of Quality Management Systems
  • No specific guidance for I.T. (SW-CMM)
  • No specific guidance for any field (ISO 9000)
  • Only applicable to manufacturing (Six Sigma)
  • Top-heavy bureaucracy

  • Control Objectives for Information Technology
  • Controls and Control Objectives
  • Key Success Factors
  • Key Goal Indicators
  • Key Performance Indicators

What about SAS 70?
  • Not a check list of best practices no such
    thing as SAS 70 compliance
  • Auditing methodology published by the American
    Institute of Certified Public Accountants
  • Type I and Type II audits
  • Can hide as much as they reveal

I.T. Service Management
  • Created by the U.K. government
  • Described in the ITIL publications (I.T.
    Infrastructure Library)
  • Adopted by I.T. Service Providers like IBM Global
    Services and by Fortune 100 companies like eBay
    and Genentech
  • 10 interrelated management processes in two
    groups (over-simplification)

Service Support
  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management

Incident Management
  • Restore normal service operation as quickly as
    possible and minimize the adverse impact on
    business operations, thus ensuring that the best
    possible levels of service quality and
    availability are maintained Best Practice for
    Service Delivery ITIL Series
  • Reactive, Break-fix
  • Database down, Database slow, Job failure, Schema
    Changes, Add users
  • Service Desk, Call Center, Ticketing System, P1,
  • 24x7, Remote Access, VPN

Problem Management
  • Minimize the adverse impact of Incidents and
    Problems on the business that are caused by
    errors within the IT infrastructure, and to
    prevent recurrence of Incidents related to these
    errors Best Practice for Service Delivery
    ITIL Series
  • Proactive, Root Cause Analysis, Post-Mortem,
    Trend Analysis
  • Keep separate from Incident Management

Configuration Management
  • Provide accurate information on configurations
    and their documentation to support all the other
    Service Management processes Best Practice for
    Service Delivery ITIL Series
  • How does Server A differ from Server B?
  • Who has access to Server A?
  • Which patches have been applied to this
    Peoplesoft environment?
  • When does the Support Contract expire?
  • Who is the Business Owner?

Change Management
  • Ensure that standardized methods and procedures
    are used for efficient and prompt handling of all
    Changes, in order to minimize the impact of
    Change related incidents upon service quality,
    and consequently to improve the day-to-day
    operations of the organization Best Practice
    for Service Delivery ITIL Series
  • Risk Analysis, ROI Analysis
  • Pre-Test Plan
  • Pre-Communication Plan
  • Pre-Signoffs
  • Backup Plan
  • Execution Plan
  • Backout Plan
  • Post-Test Plan
  • Post-Communication Plan
  • Post-Signoffs
  • Documentation Updates
  • Contingency Plan Updates

Release Management
  • Design and implement efficient procedures for
    the distribution and installation of Changes to
    I.T. Systems Best Practice for Service
    Delivery ITIL Series
  • Installs
  • Upgrades
  • Patches

Service Delivery
  • Service Level Management
  • Financial Management
  • Capacity Management
  • Continuity Management
  • Availability Management

Service Level Management
  • Maintain and improve I.T. Service quality,
    through a constant cycle of agreeing, monitoring
    and reporting upon I.T. Service achievements and
    instigation of actions to eradicate poor service
    in line with business or cost justification
    Best Practice for Service Delivery ITIL Series
  • Service Level Agreements
  • Operational Level Agreements
  • Satisfaction Surveys

Financial Management
  • Provide cost-effective stewardship of the I.T.
    assets and resources used in providing I.T.
    Services Best Practice for Service Delivery
    ITIL Series
  • Hardware, Software, Personnel, Facilities,
    Service Contracts
  • TCO, ROI, Budgeting, Accounting, Charging
  • Server Consolidation, Standard Edition,
    Colocation, Linux, Open Source

Capacity Management
  • Ensure that cost-justifiable I.T. capacity
    always exists and that it is matched to the
    current and future needs of the business Best
    Practice for Service Delivery ITIL Series
  • Monitoring
  • Tuning!
  • Capacity Planning
  • Demand Management

Continuity Management
  • Support the overall Business Continuity
    Management process by ensuring that the required
    I.T. technical and service facilities (including
    computer systems, networks, applications,
    technical support and Service Desk) can be
    recovered within required, and agreed, business
    timescales Best Practice for Service Delivery
    ITIL Series
  • Disaster Recovery, Contingency Planning
  • Fire, earthquake, flood, power failure

Availability Management
  • Understand the Availability requirements of the
    business and plan, measure, monitor and
    continuously improve the Availability of the I.T.
    Infrastructure, services and supporting
    organization to ensure that these requirements
    are met consistently Best Practice for
    Service Delivery ITIL Series
  • Availability is Job 1!
  • High Availability, Data Guard
  • Redundancy, RAC
  • SAN, NAS, Active-Passive Configuration
  • Backups! Backups! Backups! Test! Test! Test!

What are the deliverables of the DBA function?
  • A stable, secure and resilient infrastructure
  • A log or database or all operational events,
    alerts and alarms
  • A set of operational scripts
  • A resilience and fail-over testing schedule
  • A set of operational work schedules

What are the deliverables of the DBA function?
  • A set of operational management tools
  • Management reports and information
  • Exception reviews and reports
  • Review and audit reports
  • A secure Operational Document Library

Do we have the time?
  • Quadrant I Activities that are Important and
    Urgent e.g. Incident Management
  • Quadrant II Activities that are Important but
    not Urgent e.g. Configuration Management
  • Quadrant III Activities that are not Important
    but Urgent
  • Quadrant IV Activities that are not Important
    and not urgent

Recap (How many DBAs does it take to fix a light
  • Rate each ITSM focus area
  • Rate the quality of each deliverable
  • Decide what level you want to reach
  • Determine how much work is involved
  • Determine how many DBAs you need

Further Reading
  • CMM sei.cmu.edu/cmm/
  • Six Sigma ge.com/sixsigma/
  • ISO 9000 iso.org
  • COBIT isaca.org
  • SAS 70 systemexperts.com/tutors/sas70.pdf
  • ITSM itsmf.com

ITIL Series
  • Best Practice for Service Delivery
  • Best Practice for Service Support
  • Best Practice for ICT Infrastructure Management
  • Best Practice for Application Management
  • Best Practice for Security Management

  • Send e-mail to iggy_fernandez_at_hotmail.com
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