DS13 Operations Management

1. Description

Scheduling support activities which is recorded and cleared for the accomplishment of all activities goal so that important IT support functions are performed regularly and in an orderly fashion.

2. Service Activities

Processing Operations Procedures and Instructions Manual: Maintain standard procedures for information technology operations,
Job Scheduling: Scheduling of jobs, processes and tasks organized into the most efficient sequence, maximizing throughput and utilization, to meet the objectives set in service level agreements,
Remote Operations: ensure that the connection and disconnection of the links to the remote site(s) are defined and implemented.

3. Key Goal Indicators

A measured reduction in delays and deviations from schedules
A measured completion of output media produced and delivered to the proper destination
A measure of resources available on time and on schedule
A measured reduction in operations related errors
A reduced amount of scheduled as well as unscheduled downtime due to operations interventions
A reduced overall cost of operation in relation to the overall processing load

ebc Service Commitments

4. Key Performance Indicators

A measured completion of the computing process at various stages
A measured reduction in operator intervention
Reduced number of problems, delays and deviations
Reduced number of reruns and restarts
Reduced amount of unplanned maintenance
Reduced number of unscheduled jobs and events
Increased number of user controlled parameter settings
Measured congruence between user demand and availability of resource capacity
Frequency of analysis and reporting conducted to monitor operations performance
Frequency of back-up check-ups
Average age of equipment

ebc Service Commitments

5. Critical Success Factors

Operations instructions are well defined, according to agreed upon standards, and with provision of clear cut-off and restart points
There is a high degree of standardisation of operations
There is close co-ordination with related processes, including problem and change management functions, and availability and continuity management
There is a high degree of automation of operations tasks
Operational processes are re-engineered to work effectively with automated tools
Rationalisation and standardisation of systems management tools is implemented
Input and output handling is, as much as possible, confined to the users
Changes to job schedules are strictly controlled
There are strict acceptance procedures for new job schedules, including documentation delivered
Preventive maintenance schemes are in place
Service support agreements with vendors are defined and enforced
Clear and concise detection, inspection and escalation procedures are established

6. Additional Information

Maturity Level Characteristics


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