Need for Optimizing Integrated Operations Management
Integrated Operations Management integrates application support into the run side of business and achieves effectiveness and efficiency in running application support by creating application knowledge clusters and cross training to ensure that operations knowledge is institutionalized and is independent of people supporting it.
Need for Integration
Integrations is necessary as it leverages integrated operations management framework to grow its application revenue service. It makes sense to consolidate all infrastructure and application operations at one time. Some of the benefits of integrated operations management are:
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Cost Optimization
Various activities at the application layer, both technical and administrative, are very similar to the ones carried out at the infrastructure layer, like Release to Production, Security and User Administration, Patch Administration, Output Device Management, etc. Moreover the ease to clone all these activities at the database layer provides a sound opportunity to integrate both Infrastructure and Application support activities into one robust support function. For resource optimization and cost savings, it is best to have a common team for this unified function.
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Operational Excellence
All the monitoring activities are carried out in order to ensure healthy, hassle-free business transactions. If any critical business transaction is facing an issue, then it makes sense to drill down further into the relevant layer (application or infrastructure). This helps in focusing on the real issue rather than monitoring each and every event irrespective of any impact on business transactions. An integrated layer of application and infrastructure allows you to measure response time SLAs for your business applications by focusing on the core activities.
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Quick Resolution
Creating a common enterprise help desk, command center and an admin team, both for Application and Infrastructure layers, ensures that a large number of incidents are triaged to relevant teams resulting in significant improvements in First Call Resolution.
As there is a growing need to revisit the existing norms that are prevalent in the IT industry, IT operations need to be viewed as specialized services that are different from application development. In Integrated Operation Management, application management services and support are closely linked with the Infrastructure Support services rather than the application development function. IT Service Providers use ITIL processes and information security services to ensure that the best breed of processes is followed 24×7. Typically, Application Support and Maintenance has been aligned to Application Development, especially in the case of bespoke applications to retain knowledge and provide instantaneous reactive support in case of problems. Application Support is based on a good understanding of the domain and is a project driven activity whereas IT Infrastructure support requires SLA driven regular maintenance and user support.
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