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IT Operations

This article stream is devoted to the quality disciplines and best practices used in IT Operations Management (also referred to as ICT Infrastructure Management in the ITIL language). Over time, we are seeking support from our collective community of experienced Operations Support practitioners to contribute articles and support resources from their hands-on experience and accumulative knowledge.

Our Vision at QualityHelp is to guide IT support folk in the principles and value of quality management through team involvement and sharing.

The Mission of the IT Operations Support team is to share our knowledge, experience and learnings in the disciplines and practices across mutiple process streams in IT Operations Management.

 

To be more specifically, we will focus on the various sub-teams and processes that comprise a typical IT Operations area, as illustrated in the following diagram:


There are two important things to note with the above model.

One is that, by logical teams there may be only one or two technicians supporting small business (perhaps running off a single server or laptop). On the other hand, some organisations may have a thousand or more technicians and managers devided into purpose built teams, working from globally dispersed support centres.

The second point to note, is that additional disciplines (as defined by ITIL) can be added to this model. These might include, but is not limited to -

  • Software Configuration Management,
  • Release Management,
  • Business Continuity and Disaster Recorvey Management,
  • Storage Management,
  • Backup / Recovery Teams.
  • Quality Analysis and Reporting Teams

Although many large companies also include Project Management as a standard IT Operations Team, we have excluded here and provided  a dedicated support stream at QualityHelp.org.


The IT Service Management areas of Desktop, Helpdesk and Server Support have their own support streams on our site due to their diverse and complex technology and business management philosophies.

Being a quality management focused community, the guidance, disciplines and recommended practices provided by ITIL, ISO 9001 and even ISO 20000 (IT Service Management) will be frequently referenced in our articles and resources.  Apart from that, Lean and Six Sigma especially should play a major part in analysing, improving and maintaining stable and cost effective process capability.


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