Management Essentials of Cloud Computing data center operation and Maintenance

In the data center lifecycle, data center operation and Management is the last and longest period in the data center life cycle. Data center operation and Maintenance management is: In order to provide information system services to meet the requirements, and the information system services related to the data center of the various management objects of the planning, organization, coordination and control, is the information system services related to all management work. Data center operation and maintenance management mainly shoulder the following important goals: compliance, availability, economy, service and other four goals.

Due to the requirements of the cloud computing flexibility, flexible and rapid expansion, reduce operational costs, automated resource monitoring, multi-tenant environment and other characteristics in addition to the conventional data center based on ITIL Management concept, the following aspects of operational and maintenance management, we also need to focus on analysis and attention.

First, clear the Cloud Computing data center of the operation of the object

The operation and maintenance management of data center refers to the general name of the management work related to the information service of the data center. Cloud Computing Data Center operational objects can be divided into 5 categories:

(1) Computer room environment infrastructure part. This mainly refers to the network communication, power resources and environmental resources necessary to ensure the normal operation of the equipment managed by the data center. This part of the device is almost transparent to the user, because most users are basically not concerned about the wind and water in the data center. However, this type of equipment, in the event of an accident, is fatal to the application that relies on the infrastructure.

(2) in the provision of IT services in the process of the application of a variety of equipment, including storage, server, network equipment, security equipment and other hardware resources. Such devices provide computing, storage and communication functions in the process of providing IT services to users, and are the most direct physical carriers of IT services.

(3) system and data, including operating system, database, middleware, applications and other software resources, as well as business data, configuration files, logs and other types of data. Although this kind of management object is not as "visible and touching" as the first two kinds of management objects, it is the logical carrier of IT service.

(4) Management tools, including infrastructure monitoring software, monitoring software, workflow management platform, report platform, SMS platform. This kind of management object is the hardware and software facilities that help the management body manage the various management objects in the data center more efficiently and take part of the management function in the management activities. Through these tools, you can intuitively feel and verify how the data center manages the resources directly related to it, thereby indirectly enhancing usability and reliability.

(5) Personnel, including the data center of the technical staff, operational personnel, management personnel and service providers. People are responsible for managing the data center operations objects on the one hand as the main body of management, on the other hand, as the management object, support it operation. This kind of object and other Operation dimension object, have very strong subjective initiative, its management quality will directly affect the whole operation and maintenance management system, not only the Operation dimension object itself.

Second, the definition of operational dimensions of the objects

Cloud Computing Data Center Resource management encompasses a wide range of environmental management, network management, device management, software management, storage media management, antivirus management, application management, day-to-day operations management, user password management, and employee management. To each management object's day-to-day maintenance work content has a clear definition, the definition operation content, the maintenance frequency, the corresponding responsibility person, must achieve the rule-based, the responsible person may track. To achieve the whole lifecycle of the entire system tracking management.

Third, the establishment of information-based operation and maintenance management platform system

The operation and maintenance management of cloud computing data center should start with daily monitoring of data center, event management, change management, contingency plan management and daily management, and so on. To realize the problem and eliminate the hidden danger in advance, we must first have a complete and all-round real-time and effective monitoring system, and focus on monitoring data recording and technical analysis.

The data center business can be summed up by running the system to provide services to customers. There is no information system to run the IT system, such as the supermarket still use manual checkout as the same can not make customers satisfied. The Information-based Data center operation and maintenance management platform system includes the following aspects:

Computer room environmental infrastructure monitoring and management system

IT system monitoring and management system

IT Service management system

Iv. Customized Management

Flexibility, personalization is the salient feature of cloud services, users of the application system has a variety of personalized requirements, cloud service providers in the assurance of common needs on the basis of the need to meet user personalized customization needs, to provide users with flexible, personalized configuration of the cloud service system. To provide services on demand, cloud service providers need to respond to agile people, processes, and tools to meet the needs of business change. Operational dimensions under cloud services require more flexibility and scalability to quickly adjust resources, services, and infrastructure to the needs of customers and partners.

V. Automated Management

It services can automatically adjust the required resources according to the load changes in order to achieve a balance in time response and cost savings: at the same time, the scale of computing capacity is increasing, and the human resource management is becoming more and more impractical. These new features put a higher demand on IT management automation, and companies often want to be more automated without losing flexibility.

To do this, cloud computing data centers need to deploy automated management platforms, centralize management of virtualization and cloud computing platforms, and provide automated solutions for custom rule customization, by automating management by using event triggers, data-monitoring triggers, and saving people while improving response times.

Vi. Customer Relationship Management

The Cloud Computing Data Center provides IT services for multiple tenants, and in order to retain and attract customers, customer relationship management is important in the operation and maintenance process.

(1) Service review: Regular or unscheduled communication with customers on service delivery. Each communication should form a communication record for the data center to evaluate and improve the service.

(2) Customer Satisfaction Survey: Customer satisfaction survey mainly includes the customer satisfaction survey design, implementation and customer satisfaction survey results analysis, improvement 4 stages. The data center can develop different customer satisfaction survey programs according to customer's characteristics.

(3) Customer complaints management: Customer complaints management rules the data center to receive customer complaints, as well as the appropriate way to complain, and leave the event management and other processes interface. Should be responsible for customer complaints to complete the analysis report, summarizing the causes of customer complaints, to develop relevant improvement measures. In order to respond to customer complaints in a timely manner, we should stipulate the escalation mechanism of customer complaints, and deal with the escalation of customer complaints process accordingly.

VII. Security Management

As service-providing systems and data are moved beyond the reach of users, cloud services ' data security and privacy protection have become the most worrisome aspects of cloud services. The security issues raised by cloud services include traditional network and information security issues such as system protection, data encryption, user access control, Dos attacks, and other issues, including security issues raised by the centralized service model and security issues introduced by cloud computing, such as anti-virtual machine isolation, multi-tenant data isolation, Residual data erasure and multiple SaaS application of unified identity authentication.

To address the security issues raised by cloud services, cloud service providers need to enhance user security awareness, enhance service operations management, and enhance security technology assurance. It is necessary to strengthen the user's cognition of the data migration of different importance, and strengthen the user's own service account secrecy consciousness in the service contract, which can enhance the user's cognition to the security. In service management, strictly set the key system of decentralized management authority and supplemented by the corresponding rules and regulations, At the same time, we should strengthen the qualification examination and secrecy education of cooperative suppliers, strengthen security technology guarantee, make full use of the technology of network security, data encryption and identity authentication, eliminate the security concerns of users to cloud service use, and enhance the user's confidence in using cloud service.

VIII. Process Management

Process is the guarantee of data center operation and maintenance quality. As the physical carrier of customer service, the purpose of data center is to ensure that the service can be provided by quality and quantity. To ensure that the services that are ultimately provided to the customer are in line with the requirements of the service contract, the data center needs to abstract the current management work into different management processes and define the relationship between the processes, the role of the process, the trigger point of the process, the input and output of the process, etc. Through the establishment of this process, on the one hand, the data center can make people have a unified understanding of the work, more importantly, through the flow of these services to enable the entire service delivery process can be monitored, managed, to form a true sense of "IT service shop."

In addition to the data center's own characteristics, the management process established in the data center should be able to cater for the needs of customers, managers, service providers and audit institutions. As the actual operational dimensions of each data center differ from the management objectives, the processes that the data center needs to establish vary.

IX. Contingency Plan Management

Contingency plan is to ensure that after the failure of the incident, as soon as possible to eliminate the adverse impact of emergency, the resumption of business operations and the establishment of emergency treatment measures. Precautions for contingency plans:

(1) According to the results of business impact analysis and the characteristics of the fault scene to prepare contingency plans to ensure that when the emergency occurs to maintain business operations, in the event of important business processes interrupted or failure to resume business operations within a specified period of time.

(2) The contingency plan should also evaluate the total time of recovery, in addition to the responsibilities and responsibilities of each department and third party after the occurrence of a particular scene.

(3) Contingency plan must be rehearsed, so that the relevant responsible person familiar with the contents of the contingency plan. Contingency plan should be a closed-loop management, from the creation of the plan, drill, evaluation to revise should be a whole process of management, must not be in order to cope with a certain exercise, after the establishment of the shelved, but should be in practice and problems occurred constantly summed up and improved.

Ten, the conclusion

Data center, as the physical carrier of information system, is mainly used for the storage and management of the host, network, storage and other equipments. Only the operation of the maintenance of a data center, to play the role of data center, so that it can better provide a strong support for cloud computing. Through the effective implementation of cloud computing data center operation and maintenance management, reduce the workload of workers at the same time improve operational efficiency, ensure the work efficiency of business personnel, improve the operation of the business system, and thus improve the overall management efficiency, while improving customer satisfaction, to achieve the value of cloud computing data center maximization.

(Responsible editor: The good of the Legacy)