Process 6: Manage Operational Work
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Figure 8. Manage operational work
Activities: Manage Operational Work
During this process, the Operations Manager ensures that the work outlined in the operations guide is being completed cost-effectively and is fulfilling the SLAs. Additionally, IT staff members document relevant experiences for future reference, which helps reduce both the number of incidents and the amount of unplanned work.
This process includes:
- Verifying work completed.
- Optimizing the operations schedule.
- Optimizing operations resources.
The following table describes these activities in greater detail.
Table 9. Activities and Considerations for Executing Operational Work
Activities
Considerations
Verify work completed
Key questions:
- Has the operational work been completed as planned in the operations schedule? If not, why not?
- Has the completed work produced the desired outcome? If not, why not?
- Have Operational Health MRs been conducted?
- Have the OHMRs resulted in actions that improve service delivery or optimize resources?
Inputs:
- Operations log
- Operations schedule
- Operations guide
- OHMRs
Output:
- Feedback for the operations staff on work performed and not performed
Best practice:
- Ensure that management follows up to ensure that work has been completed.
Optimize operations schedule
Key questions:
- Can the schedule be adjusted to improve efficient utilization of people and resources?
- Have any improvement areas been identified by the Operations staff?
- Can any of the work be completed by the Customer Service desk?
- Can any of the work be fully or partially automated?
- Which systems or technologies consume most of the team’s time?
- Could the number of systems and technologies be reduced so that less time is required to complete them?
Inputs:
- Operations log
- Operations schedule
- Information from Scheduling Manager
- ORMs
Output:
- Updated operations plan
Optimize operations resources
Key questions:
- Have reactive and proactive responsibilities been separated so that no one is doing both simultaneously?
- Are the decisions for balance between proactive and reactive operational activities kept even though firefighting support issues show up?
- Are any operational tools used to handle the use of Operations staff?
- Does operations management have a balanced workload model to refer to?
- Are specialist resources performing work that can be delegated to people with less experience?
- Are any Operations team members underutilized? Could any of the prescriptive operational work be assigned to them?
Inputs:
- Operations log
- Operations schedule
- Scheduling Manager
- OHMRs
Output:
- Updated operations plan
Best practice:
- Operational management should ensure that backup assistance is available for operational staff in situations requiring immediate support work.
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