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IT operations is an activity in which a company's IT operators are involved to ensure the smooth running of an organization’s assets and technology systems. This includes hardware, software, and support for internal and external IT systems.
Important responsibilities of the IT operations team include technical management, data protection, quality assurance, infrastructure management, and confirming that the finished products meet all customer needs and expectations. IT operations support both internal and external customers.
As companies continue to grow and respond to evolving technologies, IT alongside with IT systems continues to adapt, evolve, and change. Optimizing IT Service Management (ITSM) operations is a continuous goal to keep pace with changing customer needs.
To support their ITSM needs, many businesses have adopted the ITIL (Information Technology Infrastructure Library) framework - a set of five separate publications outlining the flexible practices and processes required for successful service management.
While ITIL service operation practices are being implemented or refined in the enterprise, great attention should be paid to the processes outlined in service operation – this is the area where most customers perceive value.
What are the service phases of ITIL?
- Service Strategy
- Service Planning
- Service Transformation
- Service Operation
- Continuous Service Improvement
Why is it important to operate IT systems?
Poor IT operations can undermine the quality of IT services and other business processes within the company. It is therefore important that a company's IT operations focus on improving business requirements while maintaining the operational stability of the company.
In addition, a strong IT team with a strong IT system can enable a company to change its business processes to adapt to changing customer needs. It may also be necessary for the IT team to adapt to modern technology trends.
Otherwise, an organization risks falling behind its competitors. Modernizing a company's IT operations and IT systems can help a company reduce its operating costs while increasing the agility and efficiency of its IT operations.
This transformation is necessary if a company is to perform well and remain competitive in the current global environment.
Data protection, and other IT operations processes
Some specific IT operations processes include incident management, problem management, access management, IT operations control, facilities management, and technical management.
- Incident management refers to the control that businesses must take over the lifecycle of all incidents. Incidents refer to events that are not part of normal operations that may disrupt operational processes. The objective of the incident management process is to resolve any issues and return the IT service to the user as quickly as possible.
- Problem management is related to incident management, but with a focus on preventing incidents before they happen and minimizing the effects of incidents that cannot be stopped. Data protection also belongs to this category. Problem management includes analyzing incident reports and using the data collected by other IT service management processes to detect any significant problems or trends.
- Access management is the process of providing authorized users with the rights to use a selected service, while preventing unauthorized users from access. Access is prevented by using policies defined by the information security management system (ISMS). Access management is also referred to as identity management and rights management.
- The goal of IT system operations control is to monitor and manage a company's IT services and their underlying infrastructure. IT operations control includes everyday routine tasks related to the operation of applications and infrastructure components. This may include backup and restore activities, routine maintenance, job scheduling and output management.
- The facilities management process includes all aspects involved with maintaining a company's physical environment. This includes building access management, power, cooling, heating, and environmental monitoring. The primary goal is to ensure the proper maintenance and management of the physical environment in which the company's IT infrastructure is located.
- Finally, the goal of the technical management process is to deliver technical expertise and service to improve maintenance of the IT systems and infrastructure. Possessing modern IT systems also contributes to a business’ level of data protection.
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