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By Francisco Castillo (auth.)

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By Francisco Castillo (auth.)

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38 4 Managing Operations • Overseeing the portfolio of projects. This includes all those responsibilities described under portfolio management for its whole lifecycle of the portfolio. Most importantly, the monitoring and control of the projects, regular communication with the stakeholders, as well as ensuring that portfolio governance is followed. • Coordination and proper turn-over to O&M. This is done from an IT technical and functional aspect as discussed in chapter 6, but also from a business aspect, meaning, he/she has to maximize the success of the project once it goes into operations in delivering the business benefit(s) it was designed for.

Team leads’ Operational reports, which normally is done as part of the Operations meeting, in which each team reports activities conducted for the period, issues, and resolutions. Team may also ask for guidance on matters they are unsure on how to proceed. • PDCA or continuous improvement. 7 Operations Management Office This is the office wherein the head for Operations is, which oversees all operations under her. 1 Information Technology Service Management 37 • Operations Head: in charge of the whole O&M to which the AM, TM, ITOM, US heads report to • Support staff The support staff functions include: • • • • • • Producing all SLA and regular operations reports Design, drafts and implements the different operational policies Internal audit (for the O&M group) to ensure compliance Regular review of policies On-boarding to new members coming into the team Debriefing and clearance for departing team members On the other hand, the Operations head is the primary responsible party for managing and ensuring that the O&M team complies with the prescribed SLA.

The Business Analyst then comes up with a design document which basically records: • Reason for the change. This should be explained in simple, nontechnical terms. If the user is initiating the change, then he should be interviewed to understand the reason for the request, and whether this is due to an incident, or is an enhancement. • Applications and infrastructure affected by the change. In other words, this should explain the configuration items that will change. It should necessarily include a nontechnical explanation of how the CI will be affected, as well as a technical portion for subsequent reference by the technical team.

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