The document discusses key steps for achieving operational excellence in IT infrastructure management. It describes 3 clusters that must be managed using the PDCA framework: 1) Service Governance including SLAs and process management, 2) Service Assurance including capacity management and security, and 3) Service Monitoring including internal and external monitoring. The clusters are interrelated and information flows between governance, assurance, and monitoring to ensure continuous service improvement. Specific activities are outlined for planning, doing, checking, and acting within each cluster to effectively manage the infrastructure.

1. Infrastructure Sense and Response.. Critical Steps towards Operational Excellence

2. IT OE Themes: fall under 3 clusters.. Service Governance SLA -Service Improvement Process Management Communication and Reporting Service Assurance Growth & Capacity management Single points of Failure Maintaining Security of the Infrastructure. Service monitoring & Response Quality Assurance for New / Upgraded Infrastructure / Applications Internal Monitoring External Monitoring Each of these clusters would be managed using PDCA framework.. PLAN DO CHECK ACT

3. Relationships between clusters.. Service Governance SLA Process – ITIL Communication: Reports Service Assurance SPOF Capacity & Growth Security Service Monitoring & operations Quality Assurance Infrastructure Monitoring Reports & Data from Infrastructure providing feedback to Service Governance Flow of governance guidelines in managing infrastructure

4. Service Governance SLA – Process Management – Reporting Management PLAN List and Catalog services Create a Business Impact matrix for Services Define SMART guidelines for Performance Measures Define the scope of a problem Define Process for Problem – RCA [ITIL] DO Define Performance measures for each Service Establish ownership to SLA and performance Identify Data sources & reporting procedures – What Who When. Identify Tools to support reporting & ETL Establish Awareness Communication & Training on SLA – Process - Performance ACT Initiate Service Improvement Program CHECK Data Collection [ETL] from Service Monitoring & Service Support for services Report Creation, Distribution & Decision Control Ensure linkages with Service Assurance

5. Service Assurance SPOF – Capacity & Growth – Security - Availability PLAN Define Demand scenarios for each service Define the UOM for Capacity Define Service – Infrastructure Dependency tree Define security requirements for IT infrastructure Define availability norms for IT infrastructure / services DO Establish Bottlenecks in Infrastructure – SPOF & Capacity Establish Risk & response framework [ FMEA] Define monitoring requirements – Formats, schedules, users [ What Who When] ACT Initiate Service Improvement Program Create Linkages to Service Assurance based on SIP. CHECK Audit Infrastructure for Security – Pen Tests, White Box testing…. Collect performance measures from Service Monitoring

6. Service Monitoring & Operations SPOF – Capacity & Growth – Security - Availability PLAN Requirements for Monitoring – Service Governance & assurance – What When Who Monitoring & reporting Tools- Requirements and Specification Tool Evaluation & Selection DO Design Reports and distribution mechanisms Define Events and correlation from infrastructure Implementing and Configuring Monitoring tools Regular report operations based on operations requirements and guidelines. ACT Ensure Service Assurance through SOPS Execute Improvement suggestions through upgrades, pilots and projects – Continual Service Improvement CHECK Feedback from Service Governance & Service Assurance on Monitoring data utility

7. Sense & Response framework Sense - state of infrastructure Respond - Take Action Quality Assurance - Monitor Infrastructure - Internal Monitor Infrastructure - External SLA – Service Catalogs Process Management Communication - Reporting Growth & Capacity Measures Single points of Failure Security Measures Based on rules, adopted from ITIL & Benchmarking practices