The best-practice guide to managing IT infrastructures-now fully updated!
IT Systems Management is an up-to-the-minute guide to maintaining stable, responsive IT production environments.
Top IT systems management expert Rich Schiesser illuminates
both the theoretical and practical aspects of systems management, using methods and examples drawn from decades
of experience leading and consulting with the world's most complex enterprise IT organizations.
This thoroughly updated edition covers every systems management discipline and all elements of success: people,
process, and technology. Schiesser shows how to apply best-practice system management throughout all IT infrastructure
environments, from mainframe data centers to web-enabled systems, client/server and mid-range platforms to wireless
and VoIP networks.
Schiesser systematically addresses today's most crucial issues, as well as emerging trends that will transform
IT systems management. You'll find an entirely new chapter on using IT Infrastructure Library (ITIL) effectively,
plus new coverage ranging from managing outsourced functions to efficiently delivering "ultra-speed" Internet connections.
This edition includes more real-life examples throughout, and new interactive problems designed to give IT professionals
even deeper insight. Coverage includes:
� Implementing bullet-proof processes in areas ranging from change management to production acceptance, capacity
planning to storage
� Optimizing the "people" components of IT service delivery, from customer service to executive support
� Using technology to manage systems more efficiently and effectively
� Systematically managing performance, availability, and business continuity
� Reducing the cost and complexity of IT facilities management
� Taking a more strategic approach to security
Table of Contents
1. Acquiring Executive Support 2. Organizing For Systems Management 3. Staffing For Systems Management 4. Customer Service 5. Ethics, Legislation and Outsourcing 6. Comparison to ITIL Processes 7. Availability 8. Performance and Tuning 9. Production Acceptance 10. Change Management 11. Problem Management 12. Storage Management 13. Network Management 14. Configuration Management 15. Capacity Planning 16. Strategic Security 17. Business Continuity 18. Facilities Management 19. Using Technology to Develop Robust Processes 20. Using Technology to Automate and Evaluate Robust Processes 21. Integrating Systems Management Disciplines 22. Special Considerations for Client-Server and Web-Enabled Applications Appendices A. Frequently Asked Questions B. Summary of Definitions C. Assessment Worksheets without Weighting Factors D. Assessment Worksheets with Weighting Factors E. Historical Perspective of Early Computers F. Evolution of Computers in the 1970s and 1980s G. Into and Beyond the New Millennium