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Tuesday, March 13, 2012

Key Activities in Technical Management

Technical Management has to be involved throughout the Service Management lifecycle. It is important that Technical Management is involved at the right time and in the right way. Like Application Management, Technical Management too happens during the different stages of the Service Lifecycle.

During Service Strategy

The knowledge and expertise required to manage and operate the IT infrastructure will be identified in the Service Strategy phase of the Service Management lifecycle. Technical Management teams will have an important input to the agreement on standards for technical architecture.

During Service Design

During the Service Design phase, Technical Management teams will provide expertise on the IT infrastructure and will make suggestions for how new parts of the infrastructure can be managed at an operational level.

During Service Transition

Technical Management will be included in testing and in ensuring that the testing process is appropriate and robust. The knowledge held within the Technical Management teams of the technical infrastructure and how it interfaces with the applications will be used to help draw up test scripts.

During Service Operation

It is common for Technical Management teams to undertake operational activities as part of the IT Operations Management function. Technical Management teams provide second-line support and are available for functional escalation relating to Events, Incidents and Problems.

During Continual Service Improvement

The performance of the IT infrastructure components that underpin a service will be constantly monitored. Improvements will be identified and considered from the point of view of cost and urgency. For IT infrastructure that has been bought in, close liaison is required with the supplier to ensure that the organization is aware of possible enhancements and that these are considered for implementation.

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