• IT Operations Governance

    Do you have control over your IT infrastructure and operations?

    Now more than ever, businesses rely on Information Technology. Organizations have realized the need to outsource non-core activities to allocate their resources and shift their focus on the core business. When the expectations of the organizations are not met, they exercise the option of changing the service provider.

    But this approach does not help solve this problem. And it's not just that organization that's affected by their internal IT operations issues. In a world of online commerce, customer-facing applications and integrated supply chains, organizations' internal IT operations issues can cause pain for their employees, customers and trading partners -and the organizations bottom line.

    With increasing dependence on monitoring & management tools and outsourced service providers, there is a need for organizations to exercise better control over their demanding and complex IT operations.

    InfoSource IT Operations Governance

    InfoSource works as a vendor-agnostic third party to establish IT Operations Governance controls in an enterprise. This involves expertise and depth of knowledge in three areas:

       Business Metrics; relating to business processes such as the number of account transactions
        performed and similar parameters
       Service Level Metrics; pertaining to specific ICT services such as first call resolution rates,
        incidents breaching service levels, exchange server uptime and web server availability among
        others
       Service Level Metrics; pertaining to specific ICT services such as first call resolution rates,
        incidents breaching service levels, exchange server uptime and web server availability among
        others

    Establishing a Governance Model that is customer-centric and yet service provider enabling is the key focus of this advisory service, which aims to establish insight as well as control over In-house as well as outsourced services.

    The process of creating such a governance model involves several steps:

       Service Catalog alignment
       Infrastructure and configuration assessments & analysis
       Infrastructure re-engineering
       Process analysis, modeling and planning
       Partner service and ownership alignment
       Service level monitoring, reporting and dashboard
       Refinement with continuous improvement
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