IT Operations

Many brilliant minds have worked long and hard to identify the key processes within IT operations that are necessary to make it run efficiently and without loss of service to the user community.

This module is not about ITIL or other process standards, although it does cover an overview for those who have not worked in an ITIL environment. This module looks at the higher level management implications of IT operations.

The fourth day is about the practical skills outside the process manual. For example, it talks about how to set levels of service so that costs are contained and quality is maintained. We also run a discussion on the use of technology in business and its impact on productivity.

The third module looks in more detail at the problem solving and decision making techniques needed to address the more serious incidents that take place in technology environments. We also look at preparing for major incidents and business continuity.

Our final module is a short overview of a process for improving security within organizations. It is a high-level management view that allows organizations to continually monitor and improve their security profile without needing to be immersed in the technology.

Programme topics

• Overview of IT operations processes (ITIL)

•Avoiding ITIL pitfalls

• User support andthe right use of technology in the business

• Benchmarking desktop services

• The power of operational KPI’s

• Problem solving and decision traps

• 7-step process for better security

• Developing and testing business continuity plans

• Handling crises

IT management development
and consulting