DS13  Manage Operations
Control over the IT process of ...
managing operations
    with the business goal
    of ensuring that important IT support functions are performed regularly and in an orderly fashion
     
      is enabled by
      • a schedule of support activities which is recorded and cleared for the accomplishment of all activities

        and takes consideration

        • Critical Success Factors that leverage
        • specific IT Resources and is measured by
        • Key Performance Indicators

Record of Assessment
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  Control Objective:

Manage operations. 
CRITICAL SUCCESS FACTORS
Selected
Status
Description
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Operations instructions are well defined, according to agreed-upon standards, and with provision of clear cut-off and restart points
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There is a high degree of standardisation of operations
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There is close co-ordination with related processes, including problem and change management functions, and availability and continuity management
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There is a high degree of automation of operations tasks
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Operational processes are re-engineered to work effectively with automated tools
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Rationalisation and standardisation of systems management tools is implemented
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Input and output handling is, as much as possible, confined to the users
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Changes to job schedules are strictly controlled
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There are strict acceptance procedures for new job schedules, including documentation delivered
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Preventive maintenance schemes are in place
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Service support agreements with vendors are defined and enforced
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Clear and concise detection, inspection and escalation procedures are established
KEY GOAL INDICATORS
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A measured reduction in delays and deviations from schedules
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A measured completion of output media produced and delivered to the proper destination
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A measure of resources available on time and on schedule
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A measured reduction in operations related errors
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A reduced amount of scheduled as well as unscheduled downtime due to operations interventions
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A reduced overall cost of operation in relation to the overall processing load
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KEY PERFORMANCE INDICATORS
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A measured completion of the computing process at various stages
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A measured reduction in operator intervention
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Reduced number of problems, delays and deviations
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Reduced number of reruns and restarts
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Reduced amount of unplanned maintenance
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Reduced number of unscheduled jobs and events
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Increased number of user controlled parameter settings
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Measured congruence between user demand and availability of resource capacity
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Frequency of analysis and reporting conducted to monitor operations performance
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Frequency of back-up check-ups
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Average age of equipment
  Conclusions:
* Non-existent 
The organisation does not devote time and resources to the establishment of basic IT support and operations activities.
* Optimised 
IT support operations are effective, efficient and sufficiently flexible to meet service level needs quickly and without loss of productivity. Operational IT management processes are standardised and documented in a knowledge base and is subject to continuous improvement. Automated processes that support systems operate seamlessly and contribute to a stable environment that is transparent to and usable by the user. This allows users to maximise alignment of IT operations with their needs. All problems and failures are analysed to identify the root cause. Regular meetings with change management ensure timely inclusion of changes in production schedules. In co-operation with the vendor, equipment is analysed for age and malfunction symptoms and maintenance is mainly preventive in nature.
* Managed and Measurable 
The computer operations and support responsibilities are clearly defined and ownership is assigned. Operations are supported through resource budgets for capital expenditures and human resources. Training is formalised and ongoing, as part of career development. Schedules and tasks are documented and communicated, both internal to the IT function and to the business client. It is possible to measure and monitor the daily activities with standardised performance agreements and established service levels. Any deviations from established norms are quickly addressed and corrected. Management monitors the use of computing resources and completion of work or assigned tasks. An on-going effort exists to increase the level of process automation as a means of ensuring continuous improvement. Formal maintenance and service agreements are established with vendors. There is full alignment with problem and availability management processes, supported by an analysis of the causes of errors and failures.
* Defined Process 
The need for computer operations management is understood and accepted within the organisation. Resources have been allocated and some on-the-job training occurs. The repeatable functions are formally defined, standardised, documented and communicated to operations and customer personnel. The events and completed task results are recorded, but reporting to management is limited or non-existent. The use of automated scheduling and other tools is extended and standardised in order to limit operator intervention. Other regular IT support activities are also identified and related tasks are being defined. Strict controls are exercised over putting new jobs in operation and a formal policy is used to reduce the number of unscheduled events. Maintenance and service agreements with vendors are still informal in nature.
* Repeatable but Intuitive 
The organisation is fully aware of the key role that IT operations activities play in providing IT support functions. In addition, the organisation communicates the need for co-ordination between users and systems operations. Budgets for tools are being allocated on a case-by-case basis. IT support operations are informal and intuitive. There is a high dependence on the skills and abilities of individuals. The instructions of what to do, when and in what order, are not documented. There are no operating standards and no formal operator training exists. Management does not measure the meeting of schedules by IT operations or analyse delays. 
* Initial / Adhoc 
The organisation recognises the need for structuring the IT support functions. However, no standard procedures are established and the operations activities are reactive in nature. The majority of operations are not formally scheduled and processing requests are accepted without prior validation. Computers supporting the business processes are frequently interrupted, delayed and unavailable. Time is lost while employees wait for resources. Systems are not stable or available and output media sometimes show up in unexpected places or not at all.
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Maintenance Functions

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