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Improve IT Operations Management

Deliver your IT services efficiently.

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  • IT covers a wide range of services and functions; not all of which can be tackled simultaneously.
  • As a result, pinpointing specific pain points and the root cause of your organization’s grief can be a difficult task without guided assistance and a specific set of steps to follow.
  • Prioritizing which areas to focus your improvement efforts towards can also be difficult. All of your initiatives seem to be demanding attention, but your resources are limited.

Our Advice

Critical Insight

  • The first step to effective IT operations management is to make sure service levels exist and are validated with the business. You can’t meet business expectations if you don’t know what they are. Work through your current service level agreements, identify the SLA you need to solve your current service level issues, and validate and revise the business-facing SLA.
  • Operations management includes a wide variety of functions within IT. Begin improving operations by first targeting the weakest areas and the pain points with the greatest amount of impact on your organization.
  • Operations management isn’t a one-time project. It’s an ongoing effort. As you work through the IT operations management program, ensure that you are putting appropriate measures in place to drive continuous improvement on an ongoing basis.

Impact and Result

  • Perform a current state assessment (CSA) to identify which areas within your operations management are the least mature and are causing the most grief.
  • Assess the CSA results in order to identify which functional areas within operations management require the greatest amount of immediate efforts.
  • Prioritize which areas of operations you will be honing in on, and identify interdependencies prior to starting the implementation process.
  • Work through specific blueprints for each of the areas identified as focal points within your IT operations management scope.
  • Review, assess, and drive continuous improvement in each of these areas.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should implement an effective IT operations management plan, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Assess the current state of IT operations management

Identify where the organization currently stands in its operations management practices.

2. Define and validate the service level requirements

Bridge the gap between current and target state for IT service delivery. Review, validate, and revise SLAs to support ongoing business needs.

3. Develop and implement the operations management roadmap

Use the results from the current state assessment to guide the focus for each of the functional areas of IT operations management.

Guided Implementations

This guided implementation is a six call advisory process.

Guided Implementation #1 - Assess the current state

Call #1 - Discuss current pain points within the organization.
Call #2 - Review the current state assessment results.

Guided Implementation #2 - Define and validate service level requirements

Call #1 - Discuss current service level management capabilities.
Call #2 - Build and manage SLAs.

Guided Implementation #3 - Develop and implement operations roadmap

Call #1 - Prioritize and plan for functional area deep-dives.
Call #2 - Assess and review the implementation process.

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Operations Management

Deliver your IT services effectively.
This course makes up part of the Infrastructure & Operations Certificate.

Course information:

  • Title: Operations Management
  • Number of Course Modules: 4
  • Estimated Time to Complete: 2-2.5 hours
  • Featured Analysts:
  • Darin Stahl, Sr. Research Director, Infrastructure & Operations Practice
  • Gord Harrison, SVP of Research and Advisory
  • Now Playing: Academy: Operations Management | Executive Brief

Onsite Workshop

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Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Assess the Current State of IT Operations

The Purpose

  • Identify your current pain points.
  • Categorize pain points based on their relevant functional area.
  • Prioritize where to focus your efforts moving forwards, based on the level of impact of each pain point on your IT organization. 

Key Benefits Achieved

  • Full assessment of the current state of your IT operations management.
  • Classification of your pain points based on their relevant functional areas. 




Identify your key pain points.

  • Identification of key functional areas to target for improvement.

Assess your service level management maturity.


Assess your capacity management maturity.


Assess your cost management maturity.


Assess your incident and problem management maturity.


Assess your asset management maturity.


Assess your change management maturity.


Assess your organization management maturity.

  • Completion of the current state assessment tool.

Module 2: Define and Validate Service Level Requirements

The Purpose

  • Ensure that you have the correct service level agreements (SLAs) in place.
  • Validate your SLAs.
  • Revise the business-facing SLA. 

Key Benefits Achieved

  • Appropriate service level agreements identified and validated.
  • Creation or revision of the business-facing SLA.
  • Identify current service levels, document the target service levels, and specify the responsibilities of the provider and the customer. 




Identify the SLAs you need.


Evaluate current service levels.


Build and manage your SLAs.

  • A standard set of service level agreements that bridge the gap between your current and future state for each of the functional areas within operations management.

Module 3: Develop and Implement an Operations Management Roadmap

The Purpose

  • Hone in on specific functional areas within IT operations management.
  • Address the identified set of pain points determined during module 1.
  • Develop a plan of attack for your IT operations management initiatives that addresses the gap between business requirements and IT capabilities. 

Key Benefits Achieved

  • Increased level of efficiency within each of the functional areas of IT operations management.
  • Step-by-step process to address performance gaps within each of the functional areas.
  • Procedure for ensuring continuous improvement within each functional area.  




Improve your capacity management and planning capabilities.


Improve your cost management capabilities.


Improve your incident and event management capabilities.


Improve your asset management capabilities.


Improve your change management capabilities.


Improve your organization management capabilities.


Develop a final report and action plan.

  • Completed project plan.
  • Set of performance metrics for each of the relevant functional areas of IT operations management.
  • Implementation and ongoing monitoring plan for IT operations management moving forwards.

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