What is involved in Information technology operations
Find out what the related areas are that Information technology operations connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Information technology operations thinking-frame.
How far is your company on its Information technology operations journey?
Take this short survey to gauge your organization’s progress toward Information technology operations leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.
To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.
Start the Checklist
Below you will find a quick checklist designed to help you think about which Information technology operations related domains to cover and 163 essential critical questions to check off in that domain.
The following domains are covered:
Information technology operations, Configuration management database, Continuous delivery, Continuous integration, Database administrator, Event monitoring, Help desk, IT asset management, IT governance, IT infrastructure, IT service management, Information technology, Infrastructure as Code, Issue tracking system, Maintenance, repair and operations, Network administrator, Network switch, On call shift, Operations management, Software build, Software deployment, Software development process, Software release life cycle, Software testing, System administrator, Technical support, Test automation:
Information technology operations Critical Criteria:
Brainstorm over Information technology operations failures and balance specific methods for improving Information technology operations results.
– Are there any disadvantages to implementing Information technology operations? There might be some that are less obvious?
– Are assumptions made in Information technology operations stated explicitly?
– How to deal with Information technology operations Changes?
Configuration management database Critical Criteria:
Confer re Configuration management database visions and look at it backwards.
– A Configuration Management database (cmdb) can contain different configuration items (cis). Which items would not normally be regarded as a ci?
– Will the change significantly degrade safety or negatively impact adequate protection of workers, the environment, or the public?
– A virtual local area network (vlan) is a physical grouping of network devices within a larger network. true or false?
– In which two Service Management processes would you be most likely to use a risk analysis and management method?
– When: when do you start to place entities under configuration control?
– In availability management terms, what do the letters cia stand for?
– When can the building, testing and implementation of a change begin?
– Which is the correct combination of concepts and itil processes?
– What: selection of configuration items (what should be managed?
– What are valid performance indicators for the service desk?
– What is the difference between a problem and a known error?
– Why implement a Configuration Management database (cmdb)?
– Which incidents should be logged by the service desk?
– How do we Lead with Information technology operations in Mind?
– Where do we stand currently against the standards?
– Do the benefits of the change warrant the costs?
– What are configuration items, baselines, etc. ?
– Why is application sizing important?
– Other reviews to be performed?
– Why a service desk?
Continuous delivery Critical Criteria:
Prioritize Continuous delivery quality and clarify ways to gain access to competitive Continuous delivery services.
– A competitive edge, excellent. Focus on continuous delivery. Move on to continuous deployment because that is going to provide your business value. But look at your individual business. Look at your environment and say is that what gives us the competitive edge?
– Consider your own Information technology operations project. what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?
– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about Information technology operations. How do we gain traction?
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Information technology operations?
– Does your organization run a Continuous Integration and Continuous Delivery (CI/CD) process?
– Does your organization hope to achieve continuous delivery?
Continuous integration Critical Criteria:
Facilitate Continuous integration visions and mentor Continuous integration customer orientation.
– How will we insure seamless interoperability of Information technology operations moving forward?
– Who needs to know about Information technology operations ?
– Will we use Continuous Integration?
Database administrator Critical Criteria:
Weigh in on Database administrator planning and explain and analyze the challenges of Database administrator.
– What are the key elements of your Information technology operations performance improvement system, including your evaluation, organizational learning, and innovation processes?
– How can we incorporate support to ensure safe and effective use of Information technology operations into the services that we provide?
– How do senior leaders actions reflect a commitment to the organizations Information technology operations values?
Event monitoring Critical Criteria:
Model after Event monitoring governance and find answers.
– What are our needs in relation to Information technology operations skills, labor, equipment, and markets?
– Do Information technology operations rules make a reasonable demand on a users capabilities?
– Do you have log/event monitoring solutions in place today?
Help desk Critical Criteria:
Win new insights about Help desk failures and define what do we need to start doing with Help desk.
– The offeror will describe its service levels for fixes, help desk, etc. will it reduce its fees if the service levels are not met?
– Expose its policy engine via web services for use by third-party systems (e.g. provisioning, help desk solutions)?
– Complement identity management and help desk solutions with closedloop import and export?
– What potential environmental factors impact the Information technology operations effort?
– What features of the current help desk service management tool are being used?
– How has the current help desk service management tool been customized?
– Do we know the number of password problem help desk calls per month?
– What is the current help desk service management tool and version?
– Why is Information technology operations important for you now?
– How will the offeror provide support through the help desk?
– Help desk password resets easily measured (specific number?
– Number of password problem help desk calls per month?
– How does the help desk authenticate callers?
IT asset management Critical Criteria:
Examine IT asset management projects and ask questions.
– Why is it important to have senior management support for a Information technology operations project?
– What are our key differences between ITAM IT asset management and ITSM IT service management?
– Are you managing the business side of asset management to maximize the assets you own?
– What are the key differences for us between asset management and Service Management?
– What processes do we have in place to harvest licenses from disposed hardware?
– What is our policy around the distribution of software?
– What happens with your retired or disposed of assets?
– How are employees affected by the cm process?
– What would it cost to replace our technology?
– What is currently being used/done?
– Do we know ho owns every asset?
– Why investigate other systems?
– Anything managed by it staff?
– Why do it asset management?
– It assets -what are they?
– What is an itam program?
– Who/what depends on it?
– What do it staff need?
– What is an it asset?
– What are it assets?
IT governance Critical Criteria:
Troubleshoot IT governance failures and finalize the present value of growth of IT governance.
– What are your current levels and trends in key measures or indicators of Information technology operations product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?
– Policy compliance is closely related to IT governance. Compliance has much to do with defining, controlling and governing security efforts. How should an organization respond to security events?
– Where do ideas that reach policy makers and planners as proposals for Information technology operations strengthening and reform actually originate?
– Which individuals, teams or departments will be involved in Information technology operations?
– what is the difference between data governance and it governance?
IT infrastructure Critical Criteria:
Understand IT infrastructure governance and find answers.
– Which customers cant participate in our Information technology operations domain because they lack skills, wealth, or convenient access to existing solutions?
– Can we achieve even more efficient utilization of software and hardware within mission systems and IT infrastructure investments?
– What IT infrastructure do we have and what do we need to support the future organization needs?
– In which area(s) do data integration and BI, as part of Fusion Middleware, help our IT infrastructure?
– What are the Essentials of Internal Information technology operations Management?
– How to get alignment between business strategy and IT infrastructure?
– How will you measure your Information technology operations effectiveness?
IT service management Critical Criteria:
Generalize IT service management tactics and get the big picture.
– So you have designed a great process, have invested in a slick itsm tool and paid your consultants for the best advice you could purchase. What makes you think anyone is actually going to follow the new processes after you close up the project and take down the posters?
– How do your measurements capture actionable Information technology operations information for use in exceeding your customers expectations and securing your customers engagement?
– Have you deployed, or are you looking to deploy, any application discovery and dependency mapping (ADDM) solutions?
– If the service provider is eligible for certification, then what is the scope of the processes being audited?
– In your organization, which group oversees or coordinates your it service management capabilities?
– Does current usage support ongoing contract negotiations for maintenance and upgrade renewals?
– What continuity plans are in place for recovering data, infrastructure and applications?
– What are the use cases that your organization is targeting currently for its cmdb/cms?
– Does the current environment support the business and functional requirements?
– What best practices are relevant to your itsm initiative?
– What metrics will be provided and are they relevant?
– How many employees are in your company worldwide?
– Do you have a growing list of overdue incidents?
– What do you see as your major ITSM challenge?
– What does a disaster recovery plan look like?
– Is ITIL becoming irrelevant?
– Performance supported?
– Are we over licensed?
– Available enough?
– what is next?
Information technology Critical Criteria:
Focus on Information technology management and look at it backwards.
– Does Information technology operations include applications and information with regulatory compliance significance (or other contractual conditions that must be formally complied with) in a new or unique manner for which no approved security requirements, templates or design models exist?
– Does your company have defined information technology risk performance metrics that are monitored and reported to management on a regular basis?
– Do the response plans address damage assessment, site restoration, payroll, Human Resources, information technology, and administrative support?
– If a survey was done with asking organizations; Is there a line between your information technology department and your information security department?
– How does new information technology come to be applied and diffused among firms?
– The difference between data/information and information technology (it)?
– When do you ask for help from Information Technology (IT)?
Infrastructure as Code Critical Criteria:
Confer over Infrastructure as Code results and spearhead techniques for implementing Infrastructure as Code.
– What management system can we use to leverage the Information technology operations experience, ideas, and concerns of the people closest to the work to be done?
– Is a Information technology operations Team Work effort in place?
– Are we Assessing Information technology operations and Risk?
Issue tracking system Critical Criteria:
Collaborate on Issue tracking system decisions and cater for concise Issue tracking system education.
– In what ways are Information technology operations vendors and us interacting to ensure safe and effective use?
– What are the usability implications of Information technology operations actions?
Maintenance, repair and operations Critical Criteria:
Inquire about Maintenance, repair and operations goals and interpret which customers can’t participate in Maintenance, repair and operations because they lack skills.
– How important is Information technology operations to the user organizations mission?
– Are there Information technology operations problems defined?
Network administrator Critical Criteria:
Derive from Network administrator strategies and gather practices for scaling Network administrator.
– You work as a network administrator for mcrobert inc. the company has a tcp/ip-based network. which of the following information should be documented to facilitate disaster recovery?
– What other organizational variables, such as reward systems or communication systems, affect the performance of this Information technology operations process?
– Do those selected for the Information technology operations team have a good general understanding of what Information technology operations is all about?
– How do we go about Comparing Information technology operations approaches/solutions?
Network switch Critical Criteria:
Graph Network switch quality and separate what are the business goals Network switch is aiming to achieve.
– Who will be responsible for making the decisions to include or exclude requested changes once Information technology operations is underway?
– Is there a Information technology operations Communication plan covering who needs to get what information when?
– How do we keep improving Information technology operations?
On call shift Critical Criteria:
Pilot On call shift failures and pioneer acquisition of On call shift systems.
– Is maximizing Information technology operations protection the same as minimizing Information technology operations loss?
– Can Management personnel recognize the monetary benefit of Information technology operations?
Operations management Critical Criteria:
Drive Operations management tasks and triple focus on important concepts of Operations management relationship management.
– What are the success criteria that will indicate that Information technology operations objectives have been met and the benefits delivered?
– What are the most important capabilities we consider when evaluating asset and Service Management providers?
– Is Information technology operations Realistic, or are you setting yourself up for failure?
– Do we have a high level of process automation connecting our asset and Service Management?
– Do you have a single view into it Service Management?
– Is our company developing its Human Resources?
– How to Secure Information technology operations?
Software build Critical Criteria:
Revitalize Software build risks and oversee Software build requirements.
– Think about the kind of project structure that would be appropriate for your Information technology operations project. should it be formal and complex, or can it be less formal and relatively simple?
– What new services of functionality will be implemented next with Information technology operations ?
Software deployment Critical Criteria:
Sort Software deployment tasks and achieve a single Software deployment view and bringing data together.
– At what point will vulnerability assessments be performed once Information technology operations is put into production (e.g., ongoing Risk Management after implementation)?
– Do several people in different organizational units assist with the Information technology operations process?
Software development process Critical Criteria:
Conceptualize Software development process results and figure out ways to motivate other Software development process users.
– Where does User Experience come from, what does it add to the software development process and what methods are available?
– What are current Information technology operations Paradigms?
– Is the scope of Information technology operations defined?
Software release life cycle Critical Criteria:
Nurse Software release life cycle engagements and look at it backwards.
– How would one define Information technology operations leadership?
– How can we improve Information technology operations?
Software testing Critical Criteria:
Devise Software testing risks and check on ways to get started with Software testing.
– Are there any easy-to-implement alternatives to Information technology operations? Sometimes other solutions are available that do not require the cost implications of a full-blown project?
System administrator Critical Criteria:
Think about System administrator adoptions and innovate what needs to be done with System administrator.
– If the firewall runs on an individual host for which all users are not trusted system administrators, how vulnerable is it to tampering by a user logged into the operating system running on the protected hosts?
– What tools and technologies are needed for a custom Information technology operations project?
– Who will be responsible for documenting the Information technology operations requirements in detail?
– What are the barriers to increased Information technology operations production?
– Who is the System Administrator?
Technical support Critical Criteria:
Examine Technical support engagements and assess what counts with Technical support that we are not counting.
– What alternatives do the vendors offer for contacting technical support (e.g., email, telephone, online chat, and web-based reporting)?
– When a Information technology operations manager recognizes a problem, what options are available?
– If technical support services are included, what is the vendors commitment to timely response?
Test automation Critical Criteria:
Face Test automation planning and question.
– Meeting the challenge: are missed Information technology operations opportunities costing us money?
– Have you identified your Information technology operations key performance indicators?
This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Information technology operations Self Assessment:
Author: Gerard Blokdijk
CEO at The Art of Service | http://theartofservice.com
Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.
To address the criteria in this checklist, these selected resources are provided for sources of further research and information:
Configuration management database External links:
Configuration Management Database – YouTube
ITIL Configuration Management Database | CMDB …
Continuous delivery External links:
Continuous Delivery (eBook, 2014) [WorldCat.org]
Continuous Delivery – DevOn
What is Continuous Delivery? – Continuous Delivery
Continuous integration External links:
Continuous Integration How-To – developer.force.com
[PDF]Continuous integration for BI – SQLSaturday
Database administrator External links:
Database Administrator (DBA) Salary
[PDF]Title: Database Administrator Reports To: Director …
Database Administrator Jobs – Apply Now | CareerBuilder
Event monitoring External links:
Wireless Cardiac Monitoring System | Event Monitoring
Historical Radiological Event Monitoring | RadNet | US EPA
Florida Cardiac Event Monitoring Services – Cardio Options
Help desk External links:
Help Desk – Helpdesk Software Login
ND University System Help Desk | NDUS CTS
IT asset management External links:
Electronics Recycling & IT Asset Management | METech Recycling
IT Asset Management & Electronics Recycling Solutions – ECS
Flexera – IT Asset Management, Software Monetization, …
IT governance External links:
IT Governance Activities Checklist | Xcentric
[PDF]Project Academy Sponsor Checklist IT Governance
IT Governance | DeKalb County, GA
IT infrastructure External links:
http://The term infrastructure in an information technology (IT) context refers to an enterprise’s entire collection of hardware, software, networks, data centers, facilities and related equipment used to develop, test, operate, monitor, manage and/or support information technology services.
IT service management External links:
ServiceAide: ITSM Tools – IT Service Management …
Remedy 9 – IT Service Management Suite – BMC Software
IT Service Management | Availability Management | Optanix
Information technology External links:
SOLAR | Division of Information Technology
Umail | University Information Technology Services
Rebelmail | UNLV Office of Information Technology (OIT)
Infrastructure as Code External links:
Infrastructure as code – the foundation for DevOps | Puppet
How to Organise Your Infrastructure as Code – Abhishek …
Infrastructure as Code | Simple
Issue tracking system External links:
Log in – MicroPact Issue Tracking System
System Dashboard – Kapsch Software Issue Tracking System
issue tracking system – Wiktionary
Maintenance, repair and operations External links:
Maintenance, Repair and Operations | Weiler
Network administrator External links:
Manpower Group is Hiring Network Administrator – …
http://lasvegas.craigslist.org › jobs › systems/networking
Computer and Network Administrator Degree | Remington College
Network switch External links:
Dish Network Switch: Satellite Signal Multiswitches | eBay
FlexFabric Data Center Network Switch Fabric Solution | …
On call shift External links:
On call shift – Revolvy
https://topics.revolvy.com/topic/On call shift
Operations management External links:
Operations management (Book, 2015) [WorldCat.org]
Software build External links:
The term build may refer to the process by which source code is converted into a stand-alone form that can be run on a computer or to the form itself. One of the most important steps of a software build is the compilation process, where source code files are converted into executable code.
Software deployment External links:
Software Deployment Jobs, Employment | Indeed.com
Total Software Deployment – Softinventive.com
WPKG | Open Source Software Deployment and Distribution
Software development process External links:
During which phase of the software development process …
Software Development Process Flashcards | Quizlet
Software release life cycle External links:
7011FI-1.xRelease.pdf | Software Release Life Cycle | Bit
Skill Pages – Software release life cycle | Dice.com
Software testing External links:
Applause | Software Testing, User Feedback & Market …
Scriptless Test Automation Platform | Software Testing Tool
Software Testing Certification Information – ASTQB …
System administrator External links:
System Administrator Jobs – Monster.com
Title System Administrator Jobs, Employment | Indeed.com
system administrator jobs in San Jose, CA | Dice.com
Technical support External links:
QIES Technical Support Office – Welcome
AnswersBy – Premium Technical Support …
Life Fitness Technical Support – Welcome
Test automation External links:
Test Automation – AbeBooks