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IT management

The ongoing digital transformation has changed the perception of the IT unit by business and the expectations of stakeholders regarding modern, optimal, safe services supporting business activities. The method of providing services, parameters and scalability of the ICT environments used must correspond to the challenges associated with projects and new methods of information processing.

Growing expectations from business, a changing regulatory environment and a competitive environment may cause an increase in the number of notifications towards IT departments regarding new launches or changes in existing services. So how to control the process of maintaining the current infrastructure while allocating resources to development and new technologies? It is worth taking advantage of the experience of thousands of organizations that provide IT services based on the service model described in ISO standards.

In order to do this, it is necessary to consider creating a catalog of services, agreed in terms of parameters and costs, and a list of services for all stakeholders of the IT unit. In addition, launch basic processes that, in relation to the arrangements, will allow for the proper management of the infrastructure, execution potential and costs related to the maintenance of the infrastructure necessary to provide services.

Zarzadzanie IT
Processes in IT management

The list of processes is not long. Based on the ISO / IEC20000-1 standard, our consultants recommend:

  1. Service level management
  2. Service reporting
  3. Management of service continuity and availability
  4. Budgeting and settlement of services
  5. Executive potential management
  6. Information security management
  7. Business relationship management
  8. Supplier management
  9. Management of incidents and service requests
  10. Problem management
  11. Configuration management
  12. Shift management
  13. Building a knowledge base

Establishing the above processes, ensuring the course is in line with the plan in the near future will bring tangible benefits in the form of better communication with stakeholders in terms of expectations, challenges, planned changes that have a direct impact on the infrastructure and the way IT services are provided.

We are convinced that reporting on services and maintaining cyclical communication with business allows us to identify problems and new challenges at an early stage of their formation. With the right approach, after consulting the business, it will ensure the preparation of solutions that meet customer expectations, while maintaining cost effectiveness.

The constant process of digitization of information and processing methods has an impact on the increase in dependence of the continuity of access to information on media such as power, Internet connections, and even on water used in cooling installations. Being aware of the dependence on the above resources, the potential loss, unavailability or deterioration of parameters, be prepared to work in conditions of unavailability or disruption of the supply of critical utilities. During on-site analyzes, our consultants also try to inventory the outsourced processes so as to develop appropriate contractual conditions for technology and service providers.

Change and incident management

Changes in the external and regulatory environment are also generating new expectations for IT departments. The process of change management becomes extremely important, which includes both suppliers, IT systems and infrastructure elements that are key to the process of providing IT services.

An incorrectly carried out change may result in a failure, leading to financial losses, loss of the image of the organization and, consequently, the trust of business partners. On our projects, together with IT, we diversify the current practices in terms of securing the organization in the event of unforeseen events. For critical areas, we develop plans to recover from an unsuccessful change, emergency plans and procedures. We try to test everything in a production-like environment to be sure that what we planned will be carried out as expected.

The development of effective contingency plans requires the implementation of an effective configuration management process, knowledge of systems and infrastructure, as well as having the appropriate execution potential and competences. Recognition of key competences, the minimum staffing necessary to maintain services at an agreed level, has become extremely important during the COVID-19 pandemic. Cooperation with clients has shown that where the above-mentioned needs were identified during our projects, it was easier to plan work and ensure an appropriate staff composition. The impact of IT staff fluctuation, where there may be a permanent loss of knowledge and key competences, is also important.

Losses or gains

The perception of IT departments as a source of costs, non-profit units, should change with the launch of the process of budgeting services, precise accounting with constant cost control. Our clients often ask what we think is more profitable, maintaining on-premise infrastructure, using the cloud, or purchasing services in the SaaS model? We try to help by starting the cost accounting process and appropriate cost and revenue allocation for items from the service catalog. Regular reports, analyzes and supervision over fixed costs allow to provide a precise answer based on facts, figures and cash flows. What’s all this for? To optimize operating methods, increase work efficiency, eliminate or automate simple and repetitive activities.

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Service implementation process
1
Creation of a catalog of services. Conducting a BIA to identify critical services
2
Decomposition of services into configuration elements, performing a risk analysis and developing a risk treatment plan
3
Review of processes established in the IT area, filling gaps, modification
4
Communication to stakeholders about changes in the way services are provided
5
Supplementing the CMDB database
6
Complement contingency plans
7
Efficiency tests of implemented solutions
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