IT Operations Management metrics

IT Operations Management organization

IT Operations Management objectives

The objectives of IT Operations Management include:

• Maintenance of the status quo to achieve stability of the organization ’s day-to-day processes and activities
• Regular scrutiny and improvements to achieve improved service at reduced costs, while maintaining stability
• Swift application of operational skills to diagnose and resolve any IT operations failure s that occur.

Figure 6.1 in the introduction to Chapter 6 illustrated that 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 Application Management departments or groups will manage and execute their own operational activities. Others 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.

Some options of how to structure IT Operations are discussed in detail in section 6.7 of this publication.

IT Operations Management is measured in terms of its effective execution of specified activities and procedure s, as well as its execution of process activities. Examples of these are as follows:

• Successful completion of scheduled jobs
• Number of exceptions to scheduled activities and jobs
• Number of data or system restore s required
• Equipment installation statistics, including number of items installed by type, successful installations, etc.
• Process metric s. IT Operations Management executes many Service Management process activities. Their ability to do so will be measured as part of the process metrics where appropriate (see section on each process for more details). Examples include:
• Response time to event s
• Incident resolution times for incidents
• Number of security -related incidents
• Number of escalation s and reason for those escalations
• Number of changes implemented and backed out
• Number of unauthorized changes detected
• Number of release s deployed, total and successful
• Tracking against SIPs
• Expenditure against budget.
• If maintenance activities have been delegated, then metrics related to these activities will also be appropriate:
• Maintenance performed per schedule
• Number of maintenance windows exceeded
• Maintenance objective s achieved (number and percentage).
• Metrics related to Facilities Management are extensive, but typically include:
• Costs versus budget related to maintenance, construction, security, shipping, etc.
• Incidents related to the building, e.g. repairs needed to the facility
• Reports on access to the facility
• Number of security event s and Incidents and their resolution
• Power usage statistics, especially as related to changes in layout and environmental conditioning strategies
• Events or incidents related to shipping and distribution.

Дата добавления: 2014-12-23