INFORMATION TECHNOLOGY INFRASTRUCTURE And Its MANAGEMENT

Manish Kumar Jha

Associate Professor ABES Institute of Technology Formerly Associated with Nagpur University

DHANPAT RAI & CO. (PVT.) LTD.

EDUCATIONAL AND TECHNICAL PUBLISHERS

Information Technology Infrastructure And Its Management

Published by :

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for Dhanpat Rai & Co. (P) Ltd.

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Disclaimer
Every effort has been made to avoid errors or omissions in this publication. Inspite of this, some errors might have crept in. Any mistake, error or discrepancy noted may be brought to our notice which shall be taken care of in the next edition. It is notified that neither the publisher nor the author or seller will be responsible for any damage or loss of action to any one, of any kind, in any manner, therefrom.

First Edition : 2009-10 Second Edition : 2011

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Preface
IT Infrastructure and its Management is a subject which many believe to be fundamental and vital to computer science. It is a subject which has been studied intensively since the early 1980s and continues to be an important research field today. IT Infrastructure is an important part of the undergraduate curriculum for many reasons : 1. It provides students with a better understanding of, and appreciation for Infrastructure concepts. 2. It provides motivation for the study of theoretical topics. 3. It is a good vehicle for an extended IT Infrastructure Management. There are several IT Infrastructure and its Management textbooks available today, but most have been written for graduate students. Many students have had difficulty reading these books. However, I felt it was not the subject matter that was the problem, but the way it was presented. I was sure that if concepts were presented at a slower pace and step-wise manner, that our students would be able to master the concepts. This is what I have attempted to do in writing this book.

AUTHOR

Acknowledgement
I express my sincere thanks to all who contributed with their suggestions and criticism to this book.

Manish Kumar Jha manishjha@graduate.org

Syllabus
Unit I
Introduction : Information Technology, Computer Hardware, Computer Software, Network and Internet, Computing Resources, IT INFRASTRUCTURE Design Issues, Requirements, IT System Management Process, Service Management Process, Information System Design, IT Infrastructure Library.

Unit II
Service Delivery Process, Service Level Management, Financial Management, Service Management, Capacity Management, Availability Management.

Unit III
Service Support Process, Configuration Management, Incident Management, Problem Management, Change Management, Release Management STORAGE MANAGEMENT Backup & Storage, Archive & Retrieve, Disaster Recovery, Space Management, Database & Application Protection, Bare Machine Recovery, Data Retention

Unit IV
Security, Computer and internet Security, Physical Security, Identity Management, Access Management. Intrusion Detection, Security Information Management

Unit V
Introduction of Cyber Ethics, Intellectual Property, Privacy and Law, Computer Forensics, Ethics and Internet, Cyber Crimes EMERGING TRENDS in IT Electronics Commerce, Electronic Data Interchange, Mobile Communication Development, Smart Card, Expert Systems

Dedicated to

My Father and Mother

Contents
1
Information Technology
1.1 1.2 1.3

3
5 6 8

Information System and its Dimensions

1.1.1 Organization, Management and Information Technology Element 5

Data and Information Information Systems Revisited

1.3.1 1.3.2 1.3.3 The Concept of System 8 Information Systems A Definition 9 Enterprise System Architecture 11

1.4

Role of Information Systems in Business

1.4.1 1.4.2 1.4.3 Business Environment 14 Functional Areas (Departments) in Business 15 Role of Information Systems 16

14

1.5

Information Systems Department in Business

1.5.1 1.5.2 1.5.3 1.5.4 People in IT Department 18 Head of IT Department 18 Functions of Information System Department 19 IT Services 20

18

1.6

Information Technology Data, Information, and Systems

1.6.1 1.6.2 Overview 21 Interaction with Computers 21

21

Computer Hardware
2.1

25
27

Nature of Computer Systems

2.1.1 2.1.2 Components of Information Technology 27 Power of Computer 27

2.2 2.3 2.4

Basic Hardware Components of Computer System Data Representation in a Computer The System Unit
2.4.1 2.4.2 2.4.3 Motherboard 34 Central Processing Unit 35 Registers and System Clock 38

29 31 34

2.5

Memory
2.5.1 2.5.2 RAM 41 Cache 43

40

(vii)

2.5.3 2.5.4 2.5.5 2.5.6 2.6 2.6.1 2.6.2 2.7 2.7.1 2.7.2 2.7.3 2.7.4 2.7.5 2.7.6 2.7.7 2.8 2.8.1 2.8.2

ROM 44 Flash Memory 44 CMOS 44 Memory Access Times 44

45

Other Components
Buses 45 Ports and Connectors 46

Classification of Computers
Personal Computers 47 Mobile Computers 48 Game Consoles 48 Servers 48 Mainframes 48 Supercomputers 48 Embedded Computers 49

47

Computer Printer Technology

Impact Printers 50 Non-impact Printers 50

49

Computer Software
3.1

51
54

System Software
3.1.1 3.1.2 3.1.3 System Software 54 Operating Systems 54 Types of Operating Systems 58

Computer Networks
4.1

61 63

Telecommunications System Components

4.1.1 4.1.2 4.1.3 Communications Devices 63 Communications Channels 66 Communications Software, Standards and Protocol 66

4.2

Networks
4.2.1 4.2.2 Network Topologies 70 LAN, MAN and WAN 71

70

The Internet
5.1

75
77

History of the Internet

5.1.1 5.1.3 5.1.4 Ruler of Internet 77 Working of Internet 78 Internet Services (Applications) 82

5.2 5.3

The World Wide Web Types of Web Sites

83 85

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5.4

E-commerce
5.4.1 5.4.2 Models of E-business 87 Characteristics of E-business 88

87

5.5

Internet Issues
5.5.1 5.5.2 Ethical, Social and Political Issues in the Internet 88 Internet Security 89

88

IT Infrastructure
6.1 6.2 6.3 6.4 6.5 6.6

91
93 93 94 95 95 96

Service Management Process IT Infrastructure Library (ITIL) Standard for IT System Management Process Services Support Service Delivery Design Issues Service Desk
6.6.1 6.6.2 6.6.3 6.6.4 6.6.5 6.6.6 Introduction and Objectives 97 Implementation 98 Structure 99 Activities and Functions 102 Team Selection and Training 103 Monitoring the Process 104

Service Level Management

7.1

107
109

Objectives of Service Level Management (SLM)

7.1.1 7.1.2 7.1.3 Activities 109 Benefits 109 Difficulties 110

7.2

Basic Concepts of Service Level Management (SLM)

7.2.1 7.2.2 7.2.3 7.2.4 7.2.5 7.2.6 7.2.7 7.2.8 7.2.9 Suppliers, Customers and Users 111 Service Catalogue 111 Service Level Requirements (SLRs) 112 Specification Sheets 112 Service Quality Programme (SQP) 112 Service Level Agreement (SLA) 113 Operation Level Agreement (OLA) 113 Underpinning Contract (UC) 113 Service Improvement Programme (SIP) 113

111

7.3 7.4 7.5

Process of Service Level Management (SLM)

7.3.1 Activities 114

114 115 117

Planning of Service Level Management (SLM) Implementation of Service Level Management (SLM)

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7.6 7.7 7.8

Monitoring of Service Level Management (SLM)

7.6.1 7.7.1 Sources of Information 118

118 119 119

Review of Service Level Management (SLM)

Service Improvement Programme 119

Process Control of Service Level Management (SLM)

Financial Management
8.1

121
123

Objectives of IT Service Financial Management

8.1.1 8.1.2 8.1.3 Activities 123 Benefits 123 Difficulties 124

8.2

Basic Concepts of IT Service Financial Management

8.2.1 8.2.2 Cost Categories 124 Cost Types 125

124

8.3 8.4 8.5

Process of IT Service Financial Management Budgets of IT Service Financial Management

8.4.1 8.5.1 8.5.2 Preparation of IT Budget 127

126 126 127

Accounts of IT Service Financial Management

Accounting Activities 127 Cost Items 128

8.6 8.7 8.8

Pricing Policy of IT Service Financial Management

8.6.1 Factors for Setting Rates for Services 128

128 129 129

Supervision of IT Service Financial Management Process Control of IT Service Financial Management

8.8.1 8.8.2 8.8.3 Role of Financial Management 129 Performance Indicators 130 Documentation 130

Service Management
9.1

131
133

Objectives of Service Management

9.1.1 9.1.2 Benefits 133 Difficulties 133

9.2 9.3 9.4 9.5 9.6 9.7

Process of Service Management

9.2.1 9.3.1 9.4.1 Activities 134

134 135 135 136 137 138

Policy and Scope of Service Management

Scope of ITSCM (or Service Management) 135 Parameters 136

Impact Analysis of Service Management Risk Assessment of Service Management Strategies of Service Management Organisation and Planning of Service Management
9.7.1 Risk Prevention Plan 138

(x)

9.7.2 9.7.3 9.8 9.9

Emergency Management Plan 138 Recovery Plan 138

139 140

Supervision of Service Management Process Control of Service Management

10

Capacity Management
10.1

141
143

Objectives of Capacity Management

10.1.1 10.1.2 10.1.3 10.1.4 Aim 144 Task 144 Benefits 144 Difficulties 145

10.2 10.3

Processes of Capacity Management

10.2.1 10.3.1 10.3.2 10.3.3 10.3.4 Sub-division of Capacity Management Process 145

145 146

Planning of Capacity Management

Capacity Plan 146 Modelling and Benchmarking 147 Capacity Management Resources 147 Capacity Management Process Supervision 148

10.4

Process Control of Capacity Management

10.4.1 Success of CM 150

149

11

Availability Management
11.1

151
153

Objectives of Availability Management

11.1.1 11.1.2 11.1.3 Responsibilities 153 Benefits 154 Difficulties 154

11.2 11.3 11.4 11.5

Process of Availability Management Requirements of Availability in Availability Management Planning of Availability Management Maintenance and Security of Availability Management
11.5.1 11.5.2 Managing Maintenance Interruptions 157 Security 157

154 155 156 156

11.6 11.7 11.8

Monitoring Availability of Availability Management Methods and Techniques of Availability Management Controlling the Process of Availability Management

157 158 159

12

Configuration Management
12.1

163
165

Introduction and Objectives

12.1.1 12.1.2 12.1.3 Objectives 165 Benefits 165 Difficulties 166

(xi)

12.2

Definitions of some terms used in Configuration Management

12.2.1 12.2.2 Configuration Items 166 Configuration Management Database 167

166

12.3 12.4 12.5

Activities in Configuration Management Plan for Implementation of Configuration Management Configuration Management : Classification and Recording
12.5.1 12.5.2 Scope 169 Depth and Level of Detail 169

167 168 168

12.6 12.7 12.8 12.9

Monitoring of Configuration Management Control in Configuration Management Audits of Configuration Management Process Control in Configuration Management

170 170 170 171

13

Incident Management
13.1

173
175

Introduction and Objectives of Incident Management

13.1.1 13.1.2 13.1.3 Objectives 175 Benefits 175 Difficulties 176

13.2 13.3 13.4 13.5

Classification of Incident in Incident Management Escalation in Incident Management Process of Incident Management Incident Logging and Classification in Incident Management
13.5.1 13.5.2 Logging 179 Classification 179

176 177 178 179

13.6 13.7

Incident Analysis, Resolution and Closure in Incident Management Process Control in Incident Management

180 180

14

Problem Management
14.1

183
185

Introduction of Problem Management

14.1.1 14.1.2 14.1.3 Functions 185 Benefits 186 Difficulties 186

14.2

Process of Problem Management

14.2.1 14.2.2 Problem Control 187 Error Control 189

186

14.3

Process Control in Problem Management

191

15

Change Management
15.1

193
195

Purpose of Change Management

15.1.1 15.1.2 15.1.3 Activities 195 Benefits 196 Difficulties 196

(xii)

15.2

Roles of Change Manager and Change Advisory Board

15.2.1 15.2.2 15.2.3 Change Manager 197 Change Advisory Board (CAB) 197 Scope of Change Management 198

197

15.3

Processes Involved in Change Management

15.3.1 15.3.2 15.3.3 15.3.4 15.3.5 15.3.6 15.3.7 Logging Process 199 Acceptance and Classification 200 Approval and Planning 201 Implementation 202 Evaluation 203 Emergency Changes 203 Process Control 204

198

16

Release Management
16.1

205
207

Introduction and Objectives

16.1.1 16.1.2 16.1.3 Objectives 207 Benefits 207 Difficulties 208

16.2 16.3 16.4 16.5 16.6 16.7 16.8 16.9

Concept of Release Management Processes in Release Management Planning for Release Management Development of Release Management Validation of Release Management Implementation of Release Management Communication and Training for Release Management Process Control in Release Management

208 209 210 211 211 212 212 213

17

Storage Management
17.1

215
217

Storage Management
17.1.1 17.1.2 17.1.3 17.1.4 Need of Storage Management 217 Users of Storage Management 217 Tasks of Storage Management 217 Functioning Areas of Storage Management 218

17.2 17.3 17.4 17.5 17.6

Backup/Restore Strategy
17.2.1 Backup and Storage 219

219 219 220 220 223

Archive and Retrieve (or Restore) Data Retention Disaster Recovery

17.5.1 Stages of Disaster Recovery 221

Space Management

(xiii)

17.7

Database and Application Protection

17.7.1 17.7.2 17.7.3 Database 224 Protection of Databases 225 Approaches 225

224

17.8

Bare Machine Recovery

225

18

Security
18.1 18.2

229
231 234

Introduction Fault Trees

18.2.1 Immune System Example 235

19

Computer and Internet Security

19.1

239
241

Understanding and Addressing Security

19.1.1 19.1.2 19.1.3 19.1.4 Requirement of Security Measures 241 Reasons for Lacking of Security 241 The Role of the User in Security 242 Security is an Art, not a Science 242

20 21

Physical Security
20.1 20.2

243
245 246

Elements of Physical Security Protecting Against Environmental Dangers

Identity and Access Management

21.1 21.2

249
251 251

Introduction
21.1.1 21.2.1 21.2.2 21.2.3 21.2.4 21.2.5 Basic Authentication 251 Passwords 251 Memory Card 252 Smart Card 252 Hand-Held Password Generators 253 Biometrics 253

Technical Approaches

21.3

Procurement Considerations

254

22

Intrusion Detection
22.1

255 257

Intrusion Detection
22.1.1 22.1.2 22.1.3 Need for Intrusion Detection Systems 257 Classification of Intrusion Detection Systems 257 Intrusion Detection Management 258

23

Security Information Management

23.1

261
263

Security Information Management

23.1.1 Objectives 263

(xiv)

23.1.2 23.1.3 23.1.4 23.2 23.3

Responsibilities 264 Benefits 264 Difficulties 265

265 266

Process of Security Information Management Security Policy of Security Information Management

23.3.1 Security Plan 266

24

IT Ethics
24.1 24.2

269
271 271

Cyber-Ethics Computer Ethics

24.2.1 24.2.2 24.2.3 Data Security 272 Computer Crime 272 Cracking 273

24.3

Intellectual Property
24.3.1 24.3.2 24.3.3 24.3.4 Intellectual Property Rights 274 Patent 274 Trademark 275 Copyright and Related Rights 276

274

24.4 24.5

Computer Forensics Cyber Crime

276 278

25

Emerging Trends in IT
25.1

281
283

Electronics Commerce
25.1.1 25.1.2 25.1.3 Area of Electronic Commerce 283 Drawbacks of Electronic Commerce 284 Research and Development 285

25.2

Electronic Data Interchange

25.2.1 25.2.2 25.2.3 25.2.4 25.2.5 25.2.6 Comparing EDI and Fax 286 Comparing EDI and E-mail 286 Data Processing Discipline of EDI 286 Data Communications Discipline of EDI 287 Business Discipline of EDI 287 Combination of the Three Disciplines 287

286

25.3 25.4 25.5

Mobile Communication Development

25.3.1 Mobile Standards 288

288 289 291

Smart Card Expert Systems

25.5.1 The Applications of Expert Systems 291

(xv)