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 158 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:
Meet over Information technology operations failures and optimize Information technology operations leadership as a key to advancement.
– A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which Information technology operations models, tools and techniques are necessary?
– Have you identified your Information technology operations key performance indicators?
– What are all of our Information technology operations domains and what do they do?
Configuration management database Critical Criteria:
Steer Configuration management database governance and adjust implementation of Configuration management database.
– If a customer complains that service levels are below those agreed in the sla, apparently due to a number of related hardware incidents, who is responsible for ensuring the cause is investigated?
– What is the main difference between a cmdb (Configuration Management database) and a typical asset register?
– Application sizing is a technique used by capacity management. why is application sizing important?
– When: when do you start to place entities under configuration control?
– What types of status accounting reports are to be generated?
– Interdisciplinary review of proposed change complete?
– Which incidents should be logged by the service desk?
– Which of the entities should be configuration items?
– What is a Configuration Management database (cmdb)?
– Do the benefits of the change warrant the costs?
– How is mobile wimax different from fixed wimax?
– What are configuration items, baselines, etc. ?
– Why is sacm so hard to implement and organize?
– Was the technical review adequately performed?
– If yes, has the usq review been completed?
– Is the change necessary, and if so, why?
– What is the last mile connectioin?
– What goes under version control?
– What work is involved?
– Is this right for us?
Continuous delivery Critical Criteria:
Coach on Continuous delivery goals and tour deciding if Continuous delivery progress is made.
– 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?
– Is maximizing Information technology operations protection the same as minimizing Information technology operations loss?
– Does your organization run a Continuous Integration and Continuous Delivery (CI/CD) process?
– What are the barriers to increased Information technology operations production?
– Does your organization hope to achieve continuous delivery?
Continuous integration Critical Criteria:
Distinguish Continuous integration engagements and report on setting up Continuous integration without losing ground.
– Do we aggressively reward and promote the people who have the biggest impact on creating excellent Information technology operations services/products?
– How is the value delivered by Information technology operations being measured?
– How do we keep improving Information technology operations?
– Will we use Continuous Integration?
Database administrator Critical Criteria:
Mine Database administrator adoptions and get answers.
– Among the Information technology operations product and service cost to be estimated, which is considered hardest to estimate?
– In a project to restructure Information technology operations outcomes, which stakeholders would you involve?
Event monitoring Critical Criteria:
Transcribe Event monitoring strategies and look at the big picture.
– Why is it important to have senior management support for a Information technology operations project?
– Do Information technology operations rules make a reasonable demand on a users capabilities?
– Do you have log/event monitoring solutions in place today?
– How to Secure Information technology operations?
Help desk Critical Criteria:
Communicate about Help desk issues and diversify by understanding risks and leveraging Help desk.
– 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?
– 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 vendors make products that address the Information technology operations needs?
– 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?
– 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:
Recall IT asset management management and arbitrate IT asset management techniques that enhance teamwork and productivity.
– Are you managing the business side of asset management to maximize the assets you own?
– Use of non-corporate assets on the network -byod devices and software allowed?
– Can you identify all your it hardware and software locations?
– Why should we adopt a Information technology operations framework?
– What are the request tracking needs of our organization?
– How do we determine who is entitled to what software?
– Are we prepared to respond to a software audit?
– How are employees affected by the cm process?
– Game of hide and seek at your organization?
– Who can authorize and approve changes?
– How should a value be assigned to it?
– Have your assets gone into hiding?
– What, though, is asset management?
– Why investigate other systems?
– Why create a it am system?
– What is the configuration?
– How do we manage changes?
– Who can initiate changes?
– Who/what depends on it?
– Should we manage?
IT governance Critical Criteria:
Reorganize IT governance planning and create IT governance explanations for all managers.
– 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?
– Can we add value to the current Information technology operations decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?
– In what ways are Information technology operations vendors and us interacting to ensure safe and effective use?
– what is the difference between data governance and it governance?
IT infrastructure Critical Criteria:
Chart IT infrastructure tactics and modify and define the unique characteristics of interactive IT infrastructure projects.
– Can we achieve even more efficient utilization of software and hardware within mission systems and IT infrastructure investments?
– What is the source of the strategies for Information technology operations strengthening and reform?
– 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?
– How to get alignment between business strategy and IT infrastructure?
– Do we all define Information technology operations in the same way?
IT service management Critical Criteria:
Paraphrase IT service management adoptions and clarify ways to gain access to competitive IT service management services.
– Can cloud service providers offer the flexibility to provide availability service levels in line with the customers requirements?
– 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?
– How is release management for new application services integrated with your itsm capabilities?
– What are the key differences between ITAM IT asset management and ITSM IT service management?
– 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?
– How does mobility improve your organizations service desk effectiveness?
– If your itsm team is slated for growth, what are the relevant reasons?
– Is there a defined enterprise it tool strategy and architecture model?
– Why would a customer be interested in a particular product or service?
– What services are published in your organizations service catalog?
– Do you have a single view into it Service Management?
– What software do I have and why do we have it?
– Which software markets will SaaS disrupt?
– What is the scope of certification?
– What is it Service Management?
– Where does the data reside?
– Is the Quality of Service met?
– Available enough?
Information technology Critical Criteria:
Scan Information technology decisions and explore and align the progress in Information technology.
– 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 do we Identify specific Information technology operations investment and emerging trends?
– 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)?
– How do we Lead with Information technology operations in Mind?
Infrastructure as Code Critical Criteria:
Consolidate Infrastructure as Code goals and devote time assessing Infrastructure as Code and its risk.
– What are the disruptive Information technology operations technologies that enable our organization to radically change our business processes?
Issue tracking system Critical Criteria:
Gauge Issue tracking system leadership and visualize why should people listen to you regarding Issue tracking system.
– For your Information technology operations project, identify and describe the business environment. is there more than one layer to the business environment?
– How do we Improve Information technology operations service perception, and satisfaction?
– What about Information technology operations Analysis of results?
Maintenance, repair and operations Critical Criteria:
Administer Maintenance, repair and operations leadership and work towards be a leading Maintenance, repair and operations expert.
– What are your most important goals for the strategic Information technology operations objectives?
– Is Information technology operations Realistic, or are you setting yourself up for failure?
– What are the short and long-term Information technology operations goals?
Network administrator Critical Criteria:
Discourse Network administrator planning and balance specific methods for improving Network administrator results.
– 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 is the purpose of Information technology operations in relation to the mission?
– Will Information technology operations deliverables need to be tested and, if so, by whom?
Network switch Critical Criteria:
Canvass Network switch decisions and give examples utilizing a core of simple Network switch skills.
On call shift Critical Criteria:
Deliberate On call shift governance and maintain On call shift for success.
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Information technology operations?
– How do we manage Information technology operations Knowledge Management (KM)?
– Is a Information technology operations Team Work effort in place?
Operations management Critical Criteria:
Test Operations management strategies and find the ideas you already have.
– What are the most important capabilities we consider when evaluating asset and Service Management providers?
– What sources do you use to gather information for a Information technology operations study?
– Do we have a high level of process automation connecting our asset and Service Management?
– Do we have past Information technology operations Successes?
– Is our company developing its Human Resources?
Software build Critical Criteria:
Debate over Software build risks and work towards be a leading Software build expert.
– What are your key performance measures or indicators and in-process measures for the control and improvement of your Information technology operations processes?
– Does our organization need more Information technology operations education?
Software deployment Critical Criteria:
Discuss Software deployment visions and work towards be a leading Software deployment expert.
– Will new equipment/products be required to facilitate Information technology operations delivery for example is new software needed?
– Meeting the challenge: are missed Information technology operations opportunities costing us money?
Software development process Critical Criteria:
Explore Software development process leadership and diversify disclosure of information – dealing with confidential Software development process information.
– Where does User Experience come from, what does it add to the software development process and what methods are available?
– What is our formula for success in Information technology operations ?
– How much does Information technology operations help?
Software release life cycle Critical Criteria:
Cut a stake in Software release life cycle decisions and triple focus on important concepts of Software release life cycle relationship management.
– How do we ensure that implementations of Information technology operations products are done in a way that ensures safety?
– Does the Information technology operations task fit the clients priorities?
Software testing Critical Criteria:
Contribute to Software testing decisions and gather practices for scaling Software testing.
– what is the best design framework for Information technology operations organization now that, in a post industrial-age if the top-down, command and control model is no longer relevant?
– What is the total cost related to deploying Information technology operations, including any consulting or professional services?
– Who sets the Information technology operations standards?
System administrator Critical Criteria:
Inquire about System administrator outcomes and suggest using storytelling to create more compelling System administrator projects.
– 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 will be the consequences to the business (financial, reputation etc) if Information technology operations does not go ahead or fails to deliver the objectives?
– Risk factors: what are the characteristics of Information technology operations that make it risky?
– Are we Assessing Information technology operations and Risk?
– Who is the System Administrator?
Technical support Critical Criteria:
Investigate Technical support projects and overcome Technical support skills and management ineffectiveness.
– What alternatives do the vendors offer for contacting technical support (e.g., email, telephone, online chat, and web-based reporting)?
– Is the Information technology operations organization completing tasks effectively and efficiently?
– If technical support services are included, what is the vendors commitment to timely response?
– How do we go about Comparing Information technology operations approaches/solutions?
Test automation Critical Criteria:
Deliberate Test automation decisions and intervene in Test automation processes and leadership.
– What threat is Information technology operations addressing?
– Are there Information technology operations Models?
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:
Information technology operations External links:
[PDF]Alaska Health Information Technology Operations …
Configuration management database External links:
Configuration Management Database (CMDB) in …
Continuous delivery External links:
Continuous Delivery (eBook, 2014) [WorldCat.org]
What is Continuous Delivery? – Continuous Delivery
Continuous Delivery – CA Technologies
Continuous integration External links:
Continuous integration in .NET (eBook, 2011) …
Learning Continuous Integration with Jenkins PDF Free Download, Reviews, Read Online, ISBN: B01BFD2Z2G, By Nikhil Pathania
Database administrator External links:
Database Administrator (DBA) Salaries | PayScale
Database Administrator Job Titles – Synclist
[PDF]Title: Database Administrator – peoriaaz.gov
Event monitoring External links:
Historical Radiological Event Monitoring | RadNet | US EPA
Wireless Cardiac Monitoring System | Event Monitoring
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:
IT Asset Management, Disposition & Recycling | Ombligo
[PDF]IT Asset Management – U.S. Department of Veterans …
IT Asset Management – Oomnitza
IT governance External links:
Intro into IT Governance Flashcards | Quizlet
IT Governance | DeKalb County, GA
[PDF]U.S. Department of Veterans Affairs IT Governance …
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.
Gartner IT Infrastructure, Operations Management & …
What is IT Infrastructure? – Definition from Techopedia
IT service management External links:
IT Service Management | Availability Management | Optanix
Remedy 9 – IT Service Management Suite – BMC Software
ITIL | IT Service Management | ITSM | AXELOS
Information technology External links:
Rebelmail | UNLV Office of Information Technology (OIT)
OHIO: Office of Information Technology |About Email
Umail | University Information Technology Services
Infrastructure as Code External links:
Implementing Infrastructure as Code | ThoughtWorks …
‘Infrastructure as Code’ in Chicago (Chicago, IL) | Meetup
Issue tracking system External links:
Transoft – Issue Tracking System
issue tracking system – Wiktionary
System Dashboard – Kapsch Software Issue Tracking System
Maintenance, repair and operations External links:
Maintenance, Repair and Operations | Weiler
Network administrator External links:
Marine Corps COOL Summary – MOS 0631 Network Administrator
Network Administrator Jobs – Apply Now | CareerBuilder
Network Administrator Salaries | PayScale
Network switch External links:
Amazon.com: NETGEAR GS105NA 5-Port Gigabit Ethernet Network Switch | Lifetime Next Business Day Replacement | Sturdy Metal | Desktop | Plug-and-Play | …
Raymarine HS5 SeaTalkhs Network Switch
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:
[PDF]Automating Software Deployment – New York University
Software Deployment Jobs, Employment | Indeed.com
Software development process External links:
Software Development Process Flashcards | Quizlet
During which phase of the software development process …
Software release life cycle External links:
Software release life cycle | 9to5Mac
Download | Zip (File Format) | Software Release Life Cycle
Skill Pages – Software release life cycle | Dice.com
Software testing External links:
Software Testing Certification Information – ASTQB …
Software Testing, Monitoring, Developer Tools | SmartBear
Software Testing and Deployment | Olenick
System administrator External links:
Title System Administrator Jobs, Employment | Indeed.com
System Administrator – Joink
System Administrator Jobs – Monster.com
Technical support External links:
Symantec Enterprise Technical Support
Kaspersky Lab Technical Support
Life Fitness Technical Support – Welcome
Test automation External links:
Test Automation – AbeBooks