Supporting Operational Process Management

Supporting Operational Process Management is crucial for ensuring the smooth running and efficiency of IT operations. This function involves managing the underpinning processes necessary to support effective and efficient operational procedures. These processes not only ensure the reliable operation of ICT services but also provide valuable support and information to other IT Infrastructure Management (ICTIM) and IT Service Management (ITSM) processes.

Key Components of Supporting Operational Process Management

1. Operational Document Maintenance:
A central library, known as the Operational Document Library (ODL), is essential for the support and smooth operation of ICT services and infrastructure. The ODL contains all necessary documentation, including site maps, plans, room layouts, schematics, and infrastructure topology diagrams. This library is typically a combination of printed and electronic documentation. It is crucial to maintain a duplicate copy of all essential operational documents off-site to ensure continuity in the event of an on-site disruption.

2. Information Logging and Collection:
This process involves gathering a wide range of data related to the use of ICT services and infrastructure. The information collected is vital for various purposes, including:

• Performance Data: Logging information used for Capacity Management analysis and reporting.
• Usage Statistics: Data that helps allocate usage and costs to specific user groups or services, supporting both Capacity and Financial Management.
• MO Status and Usage Data: Captured for Availability Management to analyse, control, and report on the performance of Managed Objects (MOs).
• Performance Attributes and Trends: Information used by Capacity and Financial Management to manage MOs, performance schedules, historical utilisation, and business usage profiles.

This information should be regularly condensed and archived, with appropriate storage obtained through storage management processes.

3. Information Analysis:
Operational measurement data is analysed to determine the causes of deviations in ICT performance and to formulate improvement activities. This analysis helps explain the observed performance of a single MO or a set of MOs. Regular analysis, along with ad hoc analysis triggered by noticeable operational degradation, is crucial. The goal is to identify the root cause of any issues and take preventive measures before they impact operations.

• Trend Analysis: Developing and analysing trends in both the ICT infrastructure and the performance of operations personnel.
• Measurement and Reporting: Tracking and reporting on all operational Operational Level Agreement (OLA) targets and achievements.

4. Scripting:
Scripting involves customising, configuring, and automating procedures to manage and consolidate logging information. It also includes configuring management tools to respond automatically to detected events and conditions, ensuring that operational processes are streamlined and efficient.

Improve Operational Process Management with Pink Elephant

At Pink Elephant, we specialise in supporting organisations with effective operational process management. Our services ensure that your IT operations run smoothly, with robust processes for documentation, data collection, analysis, and automation. Let us help you optimise your operational processes and support your overall IT strategy.