A presentation used during the restructuring of a Technical Services Team to reflect the responsibilities of the team after the merger of 8 IT departments, creating an Operations Bridge responsible for the monitoring of all ICT services and 3rd line support.

1. Technical Services Delivery Operations Bridge & Technical Support Groups

3. Why

4. How

5. Benefits / Risks

6. Assigning of Tasks

7. Operations Bridge (Ops Bridge)

8. Roles

10. Provide a depth of support on a service

11. Provide development opportunities

13. Reporting

14. Performance Monitoring

15. Personal & Technical Development

16. Assign Team Incidents and Tasks

17. TSG Leader

18. Technical Development

19. Assign Group Incidents and Tasks

20. Project Manager

23. Greater professional development

24. More self-management and a wider realm of work

25. Higher and better use of staff time and talent

26. Highlights resource constraints

27. Prioritise important work

28. Risks

29. Conflict of interests

31. All Tasks

32. Priority (Impact vs Urgency)

33. TSG / Team Owner

34. Individual Owner

35. Due Date

36. Hierarchal Escalation

37. Team Leader & TSG Leader

39. The measure of the business criticality of a task.

40. Urgency

41. The speed required to complete the task

42. A high impact task may not have to be solved immediately

43. Priority

46. Tech Services Incident Management

47. 2 x Shifts

48. Monitor Incident Engineer Mailbox

49. Investigate & Resolve Calls

50. Assign Calls to Teams / TSGs

52. Tech Services Service Monitoring

53. 4 x Shifts per Day

54. Complete Daily Checks

55. Monitor Service Monitoring Mailbox

56. Record & Assign All Alerts in TouchPaper

57. Investigate & Resolve Alerts

58. Provide Service Monitoring Communication