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運用業務・運用組織の成熟度モデル/operation-team-maturity-model
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opelab
May 11, 2020
Science
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運用業務・運用組織の成熟度モデル/operation-team-maturity-model
運用業務および運用組織の成熟度のモデル化案資料です。
随時、更新予定です。
著作権・文責は運用設計ラボに帰属します。
(運用設計ラボ合同会社 波田野裕一)
opelab
May 11, 2020
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Transcript
Operation Lab ӡ༻ઃܭϥϘ ӡ༻ઃܭϥϘ߹ಉձࣾ ӡ༻ۀɾӡ༻৫ͷख़Ϟσϧ υϥϑτ 1 ެ։ γχΞΞʔΩςΫτా༟Ұ ਵ࣌ߋ৽༧ఆ
ຊࢿྉʹ͍ͭͯ • ຊࢿྉͷ༰ɺӡ༻ઃܭϥϘ߹ಉձࣾͷݚڀ׆ಈ͓Αͼ ཧԽʹΑΓߏங͞ΕͨͷͰ͢ɻ • ݱ࣌Ͱߘஈ֊ͳͷͰɺ͝ҙݟίϝϯτܴͰ͢ɻ • ༰ʹ͍ͭͯɺਵ࣌ߋ৽༧ఆͰ͢ɻ Operation Lab
ӡ༻ઃܭϥϘ 2 ϖʔδ൪߸͕ਵ࣌มಈ͠·͢ɻ
Operation Lab ӡ༻ઃܭϥϘ ҙࣝ 3
ҙࣝͳͥʮӡ༻ۀʯධՁ͞Εͳ͍ͷ͔ • ͨΓతͳʮӡ༻ۀʯͷߦ • ਓ͕ཧղ͠ʹ͍͘ۀΛੜΈ͍ͩ͢͠ • ہॴ࠷దԽɾࣗݾຬʹؕΓ͍͢ • ٬؍తͳʮ౸ୡʯͷෆଘࡏ •
Ξτϓοτ͕͋ͬͯɺͦͷ༰͕ʮظʯΛԼճΔ • ੵΈ্͛Δ͖ʮՌʯ͕ͳ͍ͨΊɺۀશൠ͕ਐԽ͠ͳ͍ • ʮޮՌଌఆʯͷᐆດ͞ • ʮՌΛޠͬͨਓ͕উͪʯͰ࣮ଶ͕ݕূ͞Εͳ͍ • ʮՌʯͷ࣮ମ͕ଘࡏ͠ͳ͍ͨΊɺԿస͠ͳ͍ Operation Lab ӡ༻ઃܭϥϘ 4 ݪҼ ྫ ʮӡ༻͍ͭͦ͠͏͕ͩɺԿΛ͍ͯ͠Δͷ͔Θ͔Βͳ͍ʯͱ ܦӦଞ෦ॺʹݴΘΕͯ͠·͏ ධՁ
ҙࣝͳͥʮӡ༻վળʯࣦഊ͢Δͷ͔ • ͨΓతͳʮӡ༻վળʯͷߦ • ٬؍తͳʮ౸ୡʯͷෆଘࡏ • ʮޮՌଌఆʯͷᐆດ͞ Operation Lab ӡ༻ઃܭϥϘ
5 ಉ͜͡ͱͷ ܁Γฦ͠ ʮӡ༻͍ͭͦ͠͏͕ͩɺԿΛ͍ͯ͠Δͷ͔Θ͔Βͳ͍ʯͱ ܦӦଞ෦ॺʹݴΘΕͯ͠·͏ ධՁ • ʮ1%$"αΠΫϧͰվળ͍ͯ͜͠͏ʯ • ʮӡ༻վળϓϩδΣΫτΛ্ཱͪ͛Α͏ʯ • ʮӡ༻ݱͷ࿈தʹϋού͔͚Α͏ʯ Ұ൪ແ ͳΒɺͱ
ҙࣦࣝഊΛ܁Γฦ͞ͳ͍ͨΊʹ Operation Lab ӡ༻ઃܭϥϘ 6 5P#F ཧ "T*T ݱঢ় ӡ༻վળ
5P#F ཧ ͕໌֬Ͱ͋ΕɺͨΓతͳʮվળʯආ͚ΒΕΔɻ "T*T ݱঢ় ͕Θ͔Εɺ٬؍తͳʮ౸ୡʯΛܾΊΔ͜ͱͰ͖Δɻ ʮ୭͕Ͳ͏ݟͯಉ͡ࣈࣄ࣮ʯ Ͱ#FGPSF"GUFSΛࣔ͢ ࣄۀશମͰͷ࠷దԽ ٬؍Խ มԽΛҙࣝ ڥͷมԽ ఆ֎ͷࣄ ࢪࡦɺӡ༻ۀ৫ͷݱঢ় "T*T ʹ߹Θͤͯબ͢Δඞཁ͕͋Δ
ҙࣦࣝഊΛ܁Γฦ͞ͳ͍ͨΊͷཏ൫ Operation Lab ӡ༻ઃܭϥϘ 7 5P#F ཧ "T*T ݱঢ় ࢪࡦɺӡ༻ۀ৫ͷݱঢ়
"T*T ʹ߹Θͤͯબ͢Δඞཁ͕͋Δ ݱࡏͷख़ ݱࡏࢦ͢ख़ ϨϕϧΞοϓ దͳࢪࡦ దͳࢪࡦ దͳࢪࡦ ӡ༻ۀɾӡ༻৫ͷख़Ϟσϧͱ͍͏ ࣗୡͷཏ൫͕ඞཁ
Operation Lab ӡ༻ઃܭϥϘ ӡ༻ۀɾӡ༻৫ͷख़Ϟσϧ 8
ӡ༻ۀɾӡ༻৫ͷख़ͭͷϨϕϧ Ҋ • Ϩϕϧࠞಱత DIBPUJD • ӡ༻ۀ৫ͷݱঢ়͕ѲͰ͖͍ͯͳ͍ঢ়ଶ • ݸʑͷۀ͕ಛఆݸਓʹશґଘ͍ͯ͠Δ
• Ϩϕϧओ؍త TVCKFDUJWF • ӡ༻৫෦ʹݶఆͯ͠ڞ௨ೝཱ͕͍ࣝ֬ͯ͠Δঢ়ଶ ඇެࣜత • ଞͷ৫ ଞ෦ॺͳͲ ͱͷؔඇڠௐతͰ͋Δ • Ϩϕϧ٬؍త PCKFDUJWF • ӡ༻৫ͱଞͷ৫ ଞ෦ॺͳͲ ͱͷؒʹڞ௨ೝཱ͕͍ࣝ֬ͯ͠Δঢ়ଶ ެࣜత • ଞͷ৫ͱͷؔڠௐతͰ͋Δ • Ϩϕϧൣత FYFNQMBSZ • ӡ༻৫ͷۀ͕ଞͷ৫ ଞ෦ॺͳͲ ͷ͓खຊʹͳ͍ͬͯΔঢ়ଶ • ଞͷ৫ͷఈ্͛ʹߩݙ͍ͯ͠Δ • Ϩϕϧઌਐత BEWBODFE • ӡ༻৫ͷۀ͕ଞͷاۀʹର͢ΔѹతͳڧΈͱͳ͍ͬͯΔঢ়ଶ • ྨͷແ͍ઌਐతͳӡ༻Λߦ͍ͬͯΔ Operation Lab ӡ༻ઃܭϥϘ 9 ࣌
ӡ༻ۀɾӡ༻৫ͷख़ͭͷྖҬ Ҋ Operation Lab ӡ༻ઃܭϥϘ 10 ࣌ • ߩݙੑ DPOUSJCVUJPO
• ୭ͷͨΊʹӡ༻ۀΛ͍ͯ͠Δͷ͔ αʔϏεՁ σϦόϦՁ • ࣗੑ BVUPOPNZ • ۀ৫Λ࠷దԽ͠ଓ͚ΒΕΔ͔ • ࣋ଓੑ QFSTJTUFODF • ۀ৫ͷ࣋ଓੑͲͷఔ͔ • ॊೈੑ qFYJCJMJUZ • มԽมߋʹରͯ͠ରԠͰ͖Δ͔ • ߏੑ TUSVDUVSF • ۀ৫Ͳͷఔߏత͔ • ࢦੑ PSJFOUBUJPO • ۀ৫ͷকདྷ૾໌͔֬ • ൣੑ FYUFOU • ۀൣғͷ͞Ͳͷఔ͔ • ઐੑ TQFDJBMJUZ • ۀઐੑͷਂ͞Ͳͷఔ͔ τοϓμϯ ϘτϜΞοϓ
Operation Lab ӡ༻ઃܭϥϘ αʔϏε Ձ σϦόϦ Ձ ӡ༻ۀɾӡ༻৫ͷख़ྖҬYϨϕϧ 11 τοϓμϯ
ϘτϜΞοϓ ࣌ ߏੑ ߩݙੑ ࣗੑ ࢦੑ ࣋ଓੑ ॊೈੑ ઐੑ ൣੑ
Operation Lab ӡ༻ઃܭϥϘ ӡ༻ۀɾӡ༻৫ͷख़ͷਖ਼͍͍͠ํ 12 ࣌ • ·ͣɺӡ༻৫ͷࣗݾධՁ ٬؍Խ ͱͯ͠͏
• ৗʹӡ༻৫ͷՃՁ૿େͷࢹͰ͏ • ωΨςΟϒͳ͍ํӡ༻৫ΛؚΊͨاۀશମ ͷӡ༻ྗԼʹܨ͕Δ
Operation Lab ӡ༻ઃܭϥϘ τοϓμϯ ྖҬߩݙੑ 13 αʔϏεՁ ϘτϜΞοϓ
Operation Lab ӡ༻ઃܭϥϘ ྖҬߩݙੑ 14 τοϓμϯ ϘτϜΞοϓ ࣌ ߏੑ ߩݙੑ
ࣗੑ ࢦੑ ࣋ଓੑ ॊೈੑ ઐੑ ൣੑ αʔϏε Ձ σϦόϦ Ձ • ࠞಱత ಛʹߟ͍͑ͯͳ͍ • ओ؍త ࣗ৫ͷͨΊ • ٬؍త ଞ৫ ଞ෦ॺͳͲ ʹߩݙ͢ΔͨΊ • ൣత ۩ମతͳ ސ٬ͷͨΊ • ઌਐత ۩ମతͳ ϚʔέοτͷͨΊ ۀͷߩݙઌͱͯ͠ݟ͍ͯΔࢹͷ͞ ͦͷӡ༻ۀ୭ͷͨΊʹߦͳ͍ͬͯΔͷ͔
Operation Lab ӡ༻ઃܭϥϘ ྖҬߩݙੑ ͋Γ͕ͪͳঢ়ଶख़ 15 • ࠞಱత ಛʹߟ͍͑ͯͳ͍
• ओ؍త ࣗ৫ͷͨΊ ࣗୡͷΛଞ෦ॺʹԡ͚ͯ͠ؾʹ͠ͳ͍ ָʹͳͬͨ ෦ͷݮ ଞ෦ॺ ґཔํ๏มߋ ґཔ͕େมʹʜ ґཔଆͷ૿ ࣮ɺ୯ͳΔͷԡ͚͠ ධՁͷݪҼ
Operation Lab ӡ༻ઃܭϥϘ ྖҬߩݙੑ ͋Γ͕ͪͳঢ়ଶख़ 16 • ࠞಱత ಛʹߟ͍͑ͯͳ͍
• ओ؍త ࣗ৫ͷͨΊ ࣗୡͷ߹Λ༏ઌ͠ɺଞ෦ॺΛؾʹ͠ͳ͍ ධՁͷݪҼ Ϗδωεվળ͠ͳ͍ ଞ෦ॺ ॲཧͪʜ ෦ݮ ෦࡞ۀ ґཔ࡞ۀ ϘτϧωοΫ ϏδωεʹӨڹ͠ͳ͍ͱ͜Ζʹྗ ͕ࣄۀʹ׆͔͞Ε͍ͯͳ͍
Operation Lab ӡ༻ઃܭϥϘ ྖҬߩݙੑ ͋Δ͖ঢ়ଶख़ 17 • ٬؍త ଞ৫
ଞ෦ॺͳͲ ʹߩݙ͢ΔͨΊ ҙݟΛͿ͚ͭ͋ͬͯํʹ߹ͷྑ͍ۀʹ͢Δ ָʹͳͬͨ ෦ͷݮ ଞ෦ॺ ґཔํ๏มߋ ґཔଆͷݮ ํͷ૯͕ݮΔ ָʹͳͬͨ ධՁ͔Βͷ٫
ྖҬߩݙੑ ͋Δ͖ঢ়ଶख़ • εςʔΫϗϧμʔҰཡ IPQͷΈ • ӡ༻৫ͷओཁϢʔεέʔεਤ Operation Lab
ӡ༻ઃܭϥϘ 18 ࣌ ख़ͷ౸ୡʹඞཁͳΞτϓοτ ߩݙ͖͢૬खɾ༰Λ٬؍Խɾ໌֬Խ͢Δ
Operation Lab ӡ༻ઃܭϥϘ τοϓμϯ ྖҬൣੑ 19 αʔϏεՁ
Operation Lab ӡ༻ઃܭϥϘ ྖҬൣੑ 20 τοϓμϯ ϘτϜΞοϓ ࣌ ߏੑ ߩݙੑ
ࣗੑ ࢦੑ ࣋ଓੑ ॊೈੑ ઐੑ ൣੑ αʔϏε Ձ σϦόϦ Ձ • ࠞಱత ۀൣғ͕ෆ໌ྎͳͨΊஅͰ͖ͳ͍ • ओ؍త ۀൣғΛ͚ࣗͨͪͩͰܾΊ͍ͯΔ • ٬؍త ۀൣғΛଞ෦ॺͱ૬ஊܾͯ͠Ί͍ͯΔ • ൣత ଞ෦ॺͷۀΛੵۃతʹר͖औ͍ͬͯΔ • ઌਐత ৽͍͠ۀྖҬΛੵۃతʹ։͍ͯ͠Δ ۀͷൣғͱͯ͠ݟ͍ͯΔࢹͷ͞ ӡ༻ۀͷ͞ΛͲͷΑ͏ʹܾΊ͍ͯΔͷ͔ ۀঠنఆͰɺաͳෛ୲ແ͘ͲͷΑ͏ʹൣғΛܾΊ͍ͯΔ͔
ҎԼɺ࡞ۀத • ਵ࣌ߋ৽͠·͢ Operation Lab ӡ༻ઃܭϥϘ 21
Operation Lab ӡ༻ઃܭϥϘ ࠓޙͷల։ ༧ఆ 22
5P%P • ͭͷྖҬͦΕͧΕͷ • ఆٛͷਫ਼៛Խ • Ϩϕϧஅج४ͷ໌֬Խ • ֤ϨϕϧͰఆ͞ΕΔΞτϓοτͷҰཡԽ •
ͭͷྖҬ૬ޓͷؔͷཧ Operation Lab ӡ༻ઃܭϥϘ 23 ࣌
Operation Lab ӡ༻ઃܭϥϘ ଞͷϞσϧͱͷҧ͍ 24
$..*ͱͷҧ͍ • ӡ༻ۀɾӡ༻৫ʹಛԽ͍ͯ͠Δ • ࡾݱओٛ ݱɺݱ࣮ɺݱঢ় ͷ؍Λಛʹॏࢹ͠ ͍ͯΔɻ • ࣗݾධՁ
Ұ࣍ධՁ ͕༰қͰ͋ΔΑ͏ʹྀͯ͠ ͍Δɻ ϘτϜΞοϓΞϓϩʔν Operation Lab ӡ༻ઃܭϥϘ 25 ࣌
Operation Lab ӡ༻ઃܭϥϘ ࢀߟաڈͷൃදࢿྉ 26 IUUQTXXXPQTMBCKQQVCMJTI աڈͷൃදࢿྉ 0QT-BCKQͱ͍͏αΠτʹஔ͍ͯ͋Γ·͢ɻ
Operation Lab ӡ༻ઃܭϥϘ 27 IUUQXXXPQFSBUJPOMBCDPKQ OperationLab ӡ༻ઃܭ