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Optimize the IT Operations Center

Stop burning budget on non-value adding activities.

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  • 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.

Research & Tools

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.

3. Define accountability and metrics

Formalize process and task accountability and develop targeted metrics.

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.

Onsite Workshop

Discuss This Workshop

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.




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.




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.




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.




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.




Build implementation plan.

  • IT Operations Center Continual Improvement Tracker