Improve IT Operations Management

Deliver your IT services efficiently.

Onsite Workshop

By failing to focus on your IT operations management initiatives, your organization becomes susceptible to the following downfalls:

  • An inability to deliver IT services.
  • Failure to meet business expectations and objectives.
  • A lack of transparency and accountability within all levels of the IT organization.
  • Constant expenditures on IT services with little to no visible results.
  • Development of shadow IT within the organization.

Key benefits of making the move to improve IT operations management in your organization include:

  • A higher degree of efficiency within your IT department.
  • Improved level of visibility and information sharing.
  • A sense of accountability and responsibility within your respective staff departments.
  • IT costs that are kept well under control.
  • An understanding of where opportunities lie for continuous improvement.

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. 

Activities: Outputs:
1.1 Identify your key pain points.
  • Identification of key functional areas to target for improvement.
1.2 Assess your service level management maturity.
1.3 Assess your capacity management maturity.
1.4 Assess your cost management maturity.
1.5 Assess your incident and problem management maturity.
1.6 Assess your asset management maturity.
1.7 Assess your change management maturity.
1.8 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. 

Activities: Outputs:
2.1 Identify the SLAs you need.
2.2 Evaluate current service levels.
2.3 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.  

Activities: Outputs:
3.1 Improve your capacity management and planning capabilities.
3.2 Improve your cost management capabilities.
3.3 Improve your incident and event management capabilities.
3.4 Improve your asset management capabilities.
3.5 Improve your change management capabilities.
3.6 Improve your organization management capabilities.
3.7 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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