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Optimize the IT Operations Center
Stop burning budget on non-value adding activities.
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Contributors
- Cyrus Kalatbari, IT Infrastructure/Cloud Architect
- Derek Cullen, Chief Technology Officer
- Phil Webb, Senior Manager, Unified Messaging and Mobility
- Ritchie Mendoza, IT Services Delivery Consultant
- Rob Thomson, Solutions Architect
- 2 anonymous contributors
Your Challenge
- Your team’s time is burned up by incident response.
- Manual repetitive work uses up expensive resources.
- You don’t have the visibility to ensure the availability the business demands.
Our Advice
Critical Insight
- Sell the project to the business.
- Leverage the Operations Center to improve IT Operations.
Impact and Result
- Clarify lines of accountability and metrics for success.
- Implement targeted initiatives and track key metrics for continual improvement.
Start here – read the Executive Brief
Read our concise Executive Brief to find out why you should Optimize the IT Operations Center, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.
1. Lightning Phase: Pluck Low-Hanging Fruit for Quick Wins
Get quick wins to demonstrate early value for investments in IT Operations.
2. Get buy-in
Get buy-in from business stakeholders by speaking their language.
3. Define accountability and metrics
Formalize process and task accountability and develop targeted metrics.
4. Assess gaps and prioritize initiatives
Identify pain points and determine the top solutions.
5. Launch initiatives and track metrics
Lay the foundation for implementation and continual improvement.
Guided Implementations
This guided implementation is a seven call advisory process.
Guided Implementation #1 - Get buy-in
Call #1 - Discuss current state.
Call #2 - Review stakeholder presentation.
Guided Implementation #2 - Define accountability and metrics
Call #1 - Review RACIs.
Call #2 - Review metrics.
Guided Implementation #3 - Assess gaps and prioritize initiatives
Call #1 - Discuss gaps.
Call #2 - Discuss initiatives.
Guided Implementation #4 - Launch initiatives and track metrics
Call #1 - Review plan and metric schedule.
Book Your Workshop
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: Check Foundation
The Purpose
- Ensure base maturity in IT Operations processes.
Key Benefits Achieved
- Verify that foundation is in place to proceed with Operations Center project.
Activities
Outputs
Evaluate base maturity.
- IT Operations Center Prerequisites Assessment Tool
Module 2: Define Accountabilities
The Purpose
- Define accountabilities for Operations processes and tasks.
Key Benefits Achieved
- Documented accountabilities.
Activities
Outputs
Pluck low-hanging fruit for quick wins.
- Project plan
Complete process RACI.
- Process RACI
Complete task RACI.
- Task RACI
Module 3: Map the Challenge
The Purpose
- Define metrics and identify accountabilities and gaps.
Key Benefits Achieved
- List of initiatives to address pain points.
Activities
Outputs
Define metrics.
Define accountabilities.
Identify gaps.
- IT Operations Center Gap and Initiative Tracker
Module 4: Build Action Plan
The Purpose
- Develop an action plan to boost KPIs.
Key Benefits Achieved
- Action plan and success criteria.
Activities
Outputs
Prioritize initiatives.
- IT Operations Center Initiative Prioritization Tool
Module 5: Map Out Implementation
The Purpose
- Build an implementation plan for continual improvement.
Key Benefits Achieved
- Continual improvement against identified metrics and KPIs.
Activities
Outputs
Build implementation plan.
- IT Operations Center Continual Improvement Tracker
