IT Operation ManagementTechnical Management Application Management IT OPERATIONS CONTROL Mainframe • Console Management Financial Apps • Job Scheduling Server • Backup & Restore HR Apps • Print & Output Network Business Apps Storage Databases FINANCIAL MANAGEMENT Directory • Data Centers • Recovery Sites Service Desk Desktop • Consolidation • Contracts Middleware Internet/Web
Functions In Service Operation The Service Desk Function
ObjectivesPrimary aim – to restore ‘normal service’ to the users as quickly as possible(While this could involve fixing a technical fault, it could equally involve) Fulfilling aservice request or answering a query – anything that is needed to allow the users toreturn to working satisfactorily
Role of the Service DeskA Service Desk is a functional unit made up of a dedicatedsnumber of staff responsible for dealing with a variety ofservice events, often made via telephone calls, web interface,or automatically reported infrastructure events.The Service Desk is a vitally important part of an organization’sIT Department and should be the single point of contact for ITusers on a day-to-day basis –and will handle all incidentsand service requests, usuallyusing specialist softwaretools to log and manageall such events.
Types Of Service Desks Local Local Local User User User Local Service Fine Line Support Desk Virtual Service Desk Network & Third Party Application Desktop Operation Support Support Support Support Customer Customer Customer Site 1 Site 2 Site 3 Centralized Service Desk Second Line Support Network &Third Party Application Desktop Operations Support Support Support Support
Staffing ConsiderationsBalancing number of staff available to match demand: – Customer service expectations – Business requirements – Size, relative age, design, and complexity of the IT infrastructure and services – Service Portfolio and Catalog – Different languages – Skill level of customer – Time zones – Cultural issues – Patience, Multitasking Capability
Key MetricsPERCENTAGES • First-line resolution rate AVERAGES • Calls resolved during the first • Time to resolve an incident contact • Time to escalate an incident • Calls resolved without • Cost of handling an incident escalation • Time to review and close a • Customer or user resolved call updates as per SLA • Call time metric THE NUMBER OF CALLS CUSTOMERS • Hourly • Daily SATISFACTION SURVEYS • Weekly • Completed/ Returned • Monthly • Satisfied • Quarterly • Unsatisfied • Reasons
Functions In Service Operation The Technical Management Function
Objectives Technical ManagementTo help plan, implement and maintain a Mainframestable technical infrastructure to support Serverthe organizations business processesthrough : Network – Well designs and highly resilient, Storage cost-effective technical topology Databases – The use of adequate technical skills to maintain the technical Directory infrastructure in optimum condition Desktop – Swift use of technical skills to speedily diagnose and resolve any Middleware technical failures that do occur Internet/Web
Role of Technical ManagementIt is the custodian of technical knowledge and expertise related to managing the ITinfrastructure. In this role Technical Management ensures that the knowledgerequired to design, test, manage and improve IT services is identified, developed andrefined.It provides the actual resources to support the IT Service Management Lifecycles. Inthis role Technical Management ensures that resources are effectively trained anddeployed to design, build, transition, operate and improve the technology requiredto deliver and support IT Services.
Key Metrics• Measurement of agreed outputs – SLA/OLA targets – Transaction rates – Availability ( service )• Process Metrics• Technology Performance – Utilization – Availability ( component ) – Performance – Mean time between failures ( MTBF)• Maintenance• Training and Skills Development
Functions In Service Operation The Application Management Function
ObjectivesThe Objectives of Application Management are tosupport the organization’s business processes byhelping to identify functional and manageablerequirements for application softwareand then assist in the designand deployment of thoseapplications and the ongoingsupport and improvementof those applications.
Role of Application Management• It is the custodian of technical knowledge and expertise related to managing applications• It provides the actual resources to support the IT Service Management Lifecycle• Providing guidance to IT Operations about how best to carry out the ongoing operational management of applications• The integration of the Application Management Lifecycle into the IT Service Management Lifecycle
Key Metrics• Measurement of agreed outputs • Maintenance SLA/OLA targets • Training and Skills Development Transaction rates • Process Metrics Availability (Service)• Application Performance Data Integrity Availability (Component) Response rate Mean time between failures(MTBF)
Functions In Service Operation The IT Operations Management Function
Objectives• Maintenance of the ‘status quo’ to achieve stability of the organization’s day-to-day Application Management processes and activities• Regular scrutiny and Financial Apps improvements to achieve HR Apps improved service at reduced costs, while maintaining stability Business Apps• Swift application of operational skills to diagnose and resolve any IT operations failures that occur
Role of IT Operation ManagementThe role of Operations Management is to execute theongoing and procedures required to manage andmaintain the IT infrastructure so as to deliver andsupport IT Service at the agreed levels.
IT Operations ControlA subset of the IT Operations Management, Itoversees the execution and monitoring of theoperational activities and events in the ITinfrastructure. It can be done with the assistance of anOperations Bridge or Network Operations Centre
Facilities ManagementA subset of the IT Operations Management function. It refers tothe management of the physical IT environmentFacilities Management also includes the coordination of largescale consolidation projects, e.g. : data centre consolidation orserver consolidation projects
Key Metrics• Measurement of agreed outputs – SLA/OLA targets – Successful completion of scheduled obs – Number of exceptions to scheduled activities – Availability (service) – Equipment installations• Process Metrics• Facilities Management – Cost vs. Budget related to maintenance construction, security – Power usage• Training and Skills Development