IT INFRASTRUCTURE MANAGEMENT@

Essar oil Ltd.

Darshan Khant

Introduction to Essar Group

•

VISION• Setup indian Retail network of 5000 outlets & Establish footprints

in important export markets• Crude oil-30% of refining capacity Gas-100% of group feed stock

requirement• Target refining capacity-1 million bpd with state of the art

technology

MISSION • To create enduring value for customers and stakeholders in core

manufacturing and service businesses, through world-class operating standards, state-of-the-art technology and the 'positive attitude' of our people.

Introduction to Essar Oil Ltd.

• Essar Oil Ltd. was founded by the Ruia family and is headed by

Chairman Shashi Ruia and Vice-Chairman Ravi Ruia.

• Essar Oil Ltd. is completed in 2006 over investment of about

$2.26bn at Vadinar ,Jamnagar in Gujarat,INDIA.

• Essar Oil's assets include developmental rights in proven

exploration blocks , a 10.5 mtpa refinery on the west coast of

India & Plans are under way to increase its exploration to refinery

capacity to 36 mtpa.

• It will also produce LPG, Naphtha, light diesel oil, Aviation Turbine

Fuel (ATF) and kerosene.

•

Help Desk* 24/7 Centralized helpdesk support* Remote Support / On site support* Layered NOC ORG Structure* HP OV Tool under implementation* Unified support for entire group companies at Vadinar and Jamnagar.

Datacenter* EITL designed Datacenter* ISO27001 based IT security policy* Multiple Power Source. DG backup In Process* Redundant Precision ACs* Smart Card based Access Control

Vadinar

Vadinar IT at a glance

Vadinar IT Setup

WHAT IS ITIL?

Origins:

• British Government’s effort to improve IT management • Developed by the CCTA in the late 1980’s• Originally, a library of over 40 books that documented various IT

Service areas, processes and standards• Today, a library of 8 books, under the auspices of OGC

ITIL is known as IT INFRASTRUCTURE LIBRARY

The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for Information Technology Services Management (ITSM), Information Technology (IT) development and IT operations.

ITIL Objectives

Three Key Objectives of IT Service Management:

1. Align IT Services with the Current and Future Needs of the Business and its Customers

2. Improve Quality of IT Services3. Reduce Long-Term Costs of IT Service Provision

FinancialManagement

for IT services

Capacity Management

Availability Management

IT Service Continuity

Management

IncidentManagement Problem Management

Change Management

Configuration Management

Release Management

ITInfrastructure

ITInfrastructure

Service Level Management

ITSM Components

• The Service Desk• Incident Management• Problem Management• Configuration Management• Release Management• Change Management

The Service DeskThe Service Desk

Information

Work of The service desk

• The Service Desk is more than just a Help Desk

• The first and single point of contact

• High quality support to meet business goals

• Help identify costs of IT services

• Proactive support and communication of changes

• Increase user perception and satisfaction

• Identification of business opportunities

• Identification of Training Opportunities

The Service Desk

Essentials

Responsibilities

• Receive and record all calls from users

• Provide first-line support (using knowledge resources)

• Refer to second-line support where necessary

• Monitoring and escalation of incidents

• Keep users informed on status and progress

• Provide interface between ITSM disciplines

• Produce measurements and metrics

The Service Desk

Activities

Incident Management

Incident Management

Incident definition

Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service

Work-around definition

A method of avoiding an Incident or Problem either by employing a temporary fix or technique so the user is no longer reliant on a Configuration Item (CI) that is known to cause failure

To restore normal service operation as quickly as possible with

minimum disruption to the business, thus ensuring that the

best achievable levels of availability and service are

maintained

Goals

Problem ManagementProblem Management

To minimize the adverse effect on the business of Incidents and Problems caused by errors in the infrastructure, and to proactively prevent the occurrence of Incidents, Problems and Errors.

Goals

Problem definition

Unknown cause of one or more incidents

Known Error definition

An Incident or Problem for which the root cause is known and for which a temporary work around or permanent alternative has been identified

Problem Flow

Incidents

Problem

Known Error

Change Process

Service Desk

Problem Management

Information

Enabling control of the infrastructure by monitoring and maintaining information on: Configuration Items (CI) needed to deliver services CI status and history CI relationships Valuable CIs (monetary or service)

Providing information on the IT infrastructure to all other processes and to IT Management

Configuration ManagementConfigueration Management

Goals

Configuration Management

• Configuration Item (CI) – a component of an IT infrastructure which is (or is to be) under the control of Configuration Management and therefore subject to formal change control

• Configuration Management Database (CMDB) – a database which contains details of the attributes and history of each CI and the relationships between CIs

• Baseline – a snapshot of the state of a CI and its components or related CIs, frozen in time for a particular purpose, such as:– The ability to return a service to a trusted state if a change goes

wrong– A specification for copying the CI or for a roll-out– The minimum CIs needed to maintain vital Business Functions after a

disaster

Definitions

Configueration Management

Major CI Types

PeopleUsers, Customers, Who, Where, What Skills, Characteristics, Experience, Roles

DocumentationDesigns; Reports; Agreements; Contracts; Procedures; Plans; Process Descriptions; Minutes; Records; Events (Incident, Problems, Change Records); Proposals; Quotations

Data FilesWhat, Where, Most Important

HardwareComputers, Computer components, Network components & cables (LAN, WAN), Telephones, Switches

ServicesDesktop Support, E-mail, Service Desk, Payroll, Finance, Production Support

SoftwareNetwork Mgmt Systems; In-house applications; O/S; Utilities (scheduling, B/R); Packages; Office systems; Web Management

Definitions

Configueration Management

EnvironmentAccommodation; Light, Heat, Power; Utility Services (Electricity, Gas, Water, Oil); Office Equipment; Furniture; Plant & Machinery

Change ManagementChange Management

Process of controlling changes to the infrastructure or any other aspect of services, in a controlled manner, enabling approved changes with minimum disruption.

Change Management ensures that standardized methods and procedures are used for the efficient and prompt handling of all Changes, in order to minimize the adverse impact of any Change‑related incidents upon service quality.

Changes can arise as a result of Problems, Known Errors and their resolution, but many Changes can come from proactively seeking business benefits such as reducing costs or improving services

Goals

Change Management

• Standard Change – a Change that is recurrent, has been proceduralized to follow a pre-defined, relatively risk free path and where Change Management and budgetary authority is effectively give in advance

• Service Request – a request, usually made through a Service Desk, for a Standard Change– Example: providing access to services for a new member of

staff or relocating a few PCs

Definitions

Change Management

Release Management

• Good resource planning and management are essential to package and distribute a Release successfully.

• The focus of Release Management is the protection of the live environment and its services through the use of formal procedures and checks.

Release Management

Release Management takes a holistic view of a Change to an IT service and should ensure that all aspects of a Release, both technical and non-technical, are considered together

Goals

• Service Level Management• Availability Management• IT Service Continuity Management• Capacity Management• Financial Management for IT Services

Service Level Management

To maintain and gradually improve business aligned IT service quality, through a constant cycle of defining, agreeing, monitoring, reporting and IT service achievements and through instigating actions to eradicate unacceptable levels of service

Service Level Management manages and improves the agreed level of service between two parties

• The provider who may be an internal service department or the external organisation that provides an outsourced service

• The receiver of the servers i.e. the customer who pays the bill.

Service Level Management

Goals

Availability Management

To optimise the capability of the IT infrastructure and supporting organisations to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives

Availabtily Management

Goals

IT Service Continuity Management

To support the overall Business Continuity Management process by ensuring that the required IT technical services and facilities can be recovered within required and agreed business time-scales

IT Service Coninuity Management

Goals

Capacity Management Capacity Management

To understand the future business requirements (the required service delivery), the organization's operations (the current delivery), and ensure that all current and future capacity and aspects of the business requirements are provided cost effectively

Goals

Financial ManagementFinancial Management For IT Services

To provide cost-effective stewardship of the IT assets and financial resources used in Services

Goals

Participants in IT Service Management

IT The Business

UsersService Desk

CustomersService Level Management

Operational

Tactical

Sr. IT Mgt

Sr. MgtStrategic

Service DeliveryService Delivery

Service SupportService Support

LEARNING EXPERIANCE

• How to handle incidents and requests, and providing an interface for

other ITSM processes

• How to maintain delivery and support in whole network

• Continuity management in crises of network

• Learn about the whole essar group server network

• Learn about the websense software for site filtering

• Work with Blackberry mobile backup and configuration process

• All about Servers working in essar Oil Ltd.

Queries???

THANK YOU