IT Operational processes includes:
1)Business Continuity and Disaster Recovery.
2)Change, Configuration, Inventory, Asset, and Service Request Management.
3)Infrastructure and Application Management.
4)Production Acceptance, Production Control, Quality Assurance and Release Management.
5)Workload Management and Job Scheduling.
6)Systems and Network Monitoring, Capacity Planning and Performance Measurement.
The Processes that support Operational Excellence includes:
1)Database Management and Administration.
2)Business Relationship Management and Service Level Agreement.
3)Cost Recovery and Budget Management.
4)Hardware and Software Support.
5)Web Services Management.
6)Vendor, Negotiation and Contract Management.
7)Problem and Knowledge Management.
Steps for moving towards Operational Excellence:
1)Document Process Flow:It is easier to change processes when they are documented and understood by staff.
2)Identify Skills required for staff:Continued institutional commitment is necessary to keep knowledgeable staff in operations area.
3)Automate routine aspects of the Job:Since consistent process execution and maximization of resources is very important, automation becomes crucial.Automation resolve more complex issues.
4)Improve Processes:Operational Processes whould be reviewed against actual performance.Eliminating human failure,frequent handoffs, and bottlenecks needs to be a stated goal and addresses on a consistent basis.
5)Define best Practices:This is the ultimate goal of service delivery
COURTESY:EDUCAUSE(ECAR)
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1 comment:
well thought of and put down in order. however in "step for moving towards excellence" , you may like to consider this point too:
judicious delegation and resonable targets: a project manager/ team leader should know the capability of his team and assign tasks accordingly. everyone is not made same. hence the attitude of "if that guy draws the same pay, he bloody well do the same job too" does not work well. secondly do not set unachievable targets. very often organisations feel that if we set unachievable targets the subordinates will atleast get half way and thats good. WRONG. even if they reach the half way mark, it is a hurried job and done with an element of frustration. targets set should not be so simple that people are underutilised.it should be a slightly more than the expected output and that should increse gradually. its like climbing mt everest . one needs to acclamatise at various heights before he peaks else he burns out.this is the primary reason of increased stress levels and attrition.
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