knocking_the_noc_enter_the_new_207534 - Making Leaders...

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Unformatted text preview: Making Leaders Successful Every Day April 30, 2009 Knocking The NOC: Enter The New Operations Center by Glenn ODonnell for IT Infrastructure & Operations Professionals 2009, Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester, Technographics, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. To purchase reprints of this document, please email clientsupport@forrester.com. For additional information, go to www.forrester.com. For IT Infrastructure & Operations Professionals EXECUTIVE SUMMARY The operational hub of any well-run and complex organization is a strong operations center. In IT, this function is often fragmented into pockets that tend to be too isolated. Such isolation is a principal cause of much of the chaos that characterizes IT, therefore leading to an eventual crisis of punitive outsourcing. To address the increasingly complex needs for delivering business value, the IT organization must consolidate and streamline these functions. Combine the service center (aka, the help desk or service desk) with a command center and condense operational tool ownership within this structure. Approximately 80% of the IT budget is spent on operations, and a frightening proportion of this 80% is wasted by inefficiency. A properly unified operations center will prove to be the single most powerful weapon against operational waste in IT. TABLE OF CONTENTS Disciplined Command And Control For IT The NOC Is An Anachronism Enter The Operations Center: Command + Automation + Service What Is A Command Center? What Is An Automation Center? Marry The Service Center To The Command Center Escalation In And Out Of The Operations Center The Operations Center Organizational Structure How Does The Automation Center Fit In The Organization? RECOMMENDATIONS Pragmatic Steps To An Operations Center WHAT IT MEANS Saving Money With The Operations Center NOTES & RESOURCES Forrester interviewed 48 vendor and user companies, including several financial services firms, a global chemical company, five large health care networks, three global pharmaceutical companies, six of the worlds largest telecommunications service providers, and several managed service providers. Related Research Documents Managing The IT Management Software Portfolio September 25, 2008 Why IT Service Management Should Matter To You September 16, 2008 The Forrester Wave: Service Desk Management Tools, Q2 2008 April 7, 2008 April 30, 2009 Knocking The NOC: Enter The New Operations Center by Glenn ODonnell with Simon Yates, Evelyn Hubbert, and Christian Kane 2 2 6 8 10 11 2009, Forrester Research, Inc. Reproduction Prohibited April 30, 2009 Knocking The NOC: Enter The New Operations Center...
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This note was uploaded on 11/19/2009 for the course NCKU Informatio taught by Professor Hero during the Spring '09 term at Accreditation Commission for Acupuncture and Oriental Medicine.

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knocking_the_noc_enter_the_new_207534 - Making Leaders...

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