In business, the term ‘Operations Management’ is used to mean the department, group or team of people responsible for performing the organisation’s day-to-day operational activities such as running the production line in a manufacturing environment or managing the distribution centers and fleet movements within a logistics organisation. Operations Management generally has the following characteristics.
In business, the term ‘Operations Management’ is used to mean the department, group or team of people responsible for performing the organization’s day-to-day operational activities such as running the production line in a manufacturing environment or managing the distribution centers and fleet movements within a logistics organisation. Operations Management generally has the following characteristics:
In a similar way IT Operations Management can be defined as the function responsible for the ongoing management and maintenance of an organisations IT Infrastructure to ensure delivery of the agreed level of IT services to the business. IT operations can be defined as the set of activities involved in the day-to-day running of the IT Infrastructure for the purpose of delivering IT service at agreed levels to meet stated business objectives.
The role of Operations Management is to execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels. Operations Control, which oversees the execution and monitoring of the operational activities and events in the IT Infrastructure. This can be done with the assistance of an Operations Bridge or Network Operations Centre. In addition to executing routine tasks from all technical areas, Operations control also performs the following specific tasks:
Facilities Management, which refers to the management of the physical IT environment, typically a Data Centre or computer rooms and recovery sites together with all the power and cooling equipment. Facilities Management also includes the coordination of large-scale consolidation projects, e.g. Data Centre consolidation or server consolidation projects. In some cases, the management of a data center is outsourced, in which case Facilities Management refers to the management of the outsourcing contract.
as with many IT Service Management processes and functions, IT Operations Management plays a dual role.
IT operations must achieve a balance between these roles, which will require the following:
IT Operations Management objectives
IT Operations Management objectives include:
IT Operations Management organization
IT Operations Management is seen as a function in its own right but that, in many cases, staff from Technical and Application Management groups form part of this function. This means that some Technical and Applications Management departments or groups will manage and execute their own operational activities. The other will delegate these activities to a dedicated IT Operations department.
There is no single method for assigning activities, as it depends on the maturity and stability of the infrastructure being managed. For example, Technical and Application Management areas that are fairly new and unstable tend to manage their own operations. Groups, where the technology or application is stable, mature and well understood, tend to have standardized their operations more and will, therefore, feel more comfortable delegating these activities.
IT Operations Management Metrics
IT Operations Management is measured in terms of its effective execution of specified activities and procedures, as well as its execution of process activities.