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.

Vadinar IT Setup

* * * * 25+ Standalone servers Centralized HP Storage : 14 Tb + Exchange Server (Clustering Planned) Automated SAN based Backup Solution with HP Data Protector. * Nortel and ZTE based Routing and switching setup * 30Mbps MPLS with 4 Mbps Airtel Link redundancy (In Process) * Secured site to site VPN access for Remote users * Internet through TATA MPLS * 50 KM Fiber, 1200 Node & 250 Assets

* 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.

* EITL designed Datacenter

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

WHAT IS ITIL?

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. Origins: British Governments effort to improve IT management Developed by the CCTA in the late 1980s 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 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 Services 3. Reduce Long-Term Costs of IT Service Provision

ITSM Components
IT Service

Service Level Management

Availability Management

Continuity Management

Release Management

Capacity Management
Financial Management
for IT services

IT Infrastructure

Change Management

Configuration Management
Problem Management

Incident Management

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

The Service Desk

The Service Desk

Information

The Service Desk

Work of The service desk

Essentials

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

Responsibilities
Activities

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

Incident Management

Incident Management
Goals

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 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

Problem Management

Problem Management
Goals

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. 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 Management

Problem Flow
Information

Incidents

Service Desk

Problem

Known Error

Change Process

Configueration Management

Configuration Management
Goals

Enabling control of the infrastructure by monitoring and maintaining information on:

Configuration CI CI

Items (CI) needed to deliver services

status and history relationships CIs (monetary or service)

Valuable

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

Configueration Management

Configuration Management
Definitions

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

Configueration Management

Major CI Types
Definitions

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

Data Files
What, Where, Most Important

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

People
Users, Customers, Who, Where, What Skills, Characteristics, Experience, Roles

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

Services
Desktop Support, E-mail, Service Desk, Payroll, Finance, Production Support

Software
Network Mgmt Systems; Inhouse applications; O/S; Utilities (scheduling, B/R); Packages; Office systems; Web Management

Change Management

Change Management
Goals

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

Change Management

Change Management
Definitions

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

Release Management

Release Management
Goals

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

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.

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

Service Level Management

Service Level Management

Goals

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.

Availabtily Management

Availability Management
Goals

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

IT Service Coninuity Management

IT Service Continuity Management

Goals

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

Capacity Management

Capacity Management
Goals

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

Financial Management For IT Services

Financial Management
Goals

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

Participants in IT Service Management

Strategic

Sr. IT Mgt Service Level Management Service Desk

Sr. Mgt

Service Delivery

Tactical

Customers

Service Support

Operational

Users

IT

The Business

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