Operate
Provide the environment to manage the availability of the IT infrastructure, to monitor and control demand, to match capacity to business demands and opportunities, and to maintain and communicate the IT operations schedule. Be cognizant of and adjust to business schedule variations, and fix any problems.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Operate at each level of maturity.
- 2Basic
- Practice
- Define, agree, and use a high-level approach for the performance and availability of the IT infrastructure, with a focus on removing siloed management.
- Outcome
- The behaviour of the IT infrastructure becomes more predictable, with less downtime and disruption to the business.
- Metric
- % uptime per component.
- 3Intermediate
- Practice
- Develop approaches for the management of the performance and availability of the IT infrastructure that are standardized and provide an end-to-end view across the whole IT infrastructure.
- Outcome
- Disruption to business operations is minimized.
- Metric
- % uptime per end-to-end service.
- 4Advanced
- Practice
- Work with stakeholders to ensure that the performance and availability of the IT infrastructure support current needs and reflect any changing business requirements.
- Outcome
- The IT infrastructure complies with SLAs, and any breaches are immediately reported and automatically corrected.
- Metric
- Utilization rates per IT infrastructure component.
- 5Optimized
- Practice
- Provide optimal availability and utilization of the IT infrastructure by incorporating best practices and leading edge processes, tools, and technologies.
- Outcomes
- There are no disruptions to business operations.
- The performance of the IT infrastructure is optimized for current and future needs.
- Metrics
- # of SLA breaches by service.
- Utilization rates per IT infrastructure service.