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April 30, 2009 Knocking The NOC: Enter The New Operations Center |
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Executive Summary
The operational hub of any well-run and complex organization is a strong operations center. In IT, this function is often fragmented into pockets that tend to be too isolated. Such isolation is a principal cause of much of the chaos that characterizes IT, therefore leading to an eventual crisis of punitive outsourcing. To address the increasingly complex needs for delivering business value, the IT organization must consolidate and streamline these functions. Combine the service center (aka, the help desk or service desk) with a command center and condense operational tool ownership within this structure. Approximately 80% of the IT budget is spent on operations, and a frightening proportion of this 80% is wasted by inefficiency. A properly unified operations center will prove to be the single most powerful weapon against operational waste in IT.
TABLE OF CONTENTS
- Disciplined Command And Control For IT
- Enter The Operations Center: Command + Automation + Service
- Escalation In And Out Of The Operations Center
- The Operations Center Organizational Structure
RECOMMENDATIONS
- Pragmatic Steps To An Operations Center
WHAT IT MEANS
- Saving Money With The Operations Center
- Related Research Documents
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