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Friday, March 16, 2012
Key Activities in Operations Management
IT Operations Management is made up of two parts:
1. Operations Control - Responsible for carrying out the day-to-day operational activities. This includes monitoring the IT infrastructure and applications and responding to Events, Incidents and Problems. More specifically tasks include Job Scheduling, Backup and Restore, Console Management, Print and Output Management as well as undertaking maintenance activities for Technical Management teams and Application Management teams.
2. Facilities Management - Responsible for the day-to-day management of the physical IT environment. This typically would include responsibility for the data centre, server rooms as well as recovery rooms and sites. The power supply and back-up power supply would also be in scope. If any part of the physical IT environment is outsourced, then the Facilities Management arm of IT Operations Management would be responsible for day-to-day management of the contract and the relationship with the supplier.
It is important that IT Operations Management is involved at the right time throughout the Service Management lifecycle and in the right way.
IT Operations Management is involved in the following way with the various stages of the lifecycle.
During Service Strategy:
IT Operations Management will have an in-depth understanding of how current technology is used to deliver existing services. This understanding, together with an awareness of new and emerging technologies, allows IT Operations Management to have a meaningful input to the Strategy phase of the Service Management lifecycle. It is crucial that those responsible for Strategy use the knowledge that is available about how services are actually delivered on a day-to-day basis.
During Service Design:
Carrying out the activities set out in the Service Design phase is the responsibility of IT Operations Management. Therefore, it is important that IT Operations Management has the ability to input to this phase.
During Service Transition:
Testing is an area of Service Transition where you would expect IT Operations Management to be involved heavily. IT Operations staff have the knowledge and understanding of the live environment, which allows them to ensure testing is correctly designed and executed. It may well be IT Operations staff, under direction from Service Transition, who physically introduce Releases to the live environment and monitor their progress.
During Service Operation:
This is the fundamental task of IT Operations Management. They maintain and monitor the components (infrastructure and applications) that underpin the services and react in a timely fashion to Events, Incidents and Problems identified.
During Continual Service Improvement:
Staff from IT Operations Management will always be looking for ways to improve the services and boost efficiency and effectiveness.
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