What if we did not build an operational support system
to meet current business requirements?
That might sound a bit outrageous and contradictory to everything we
have learned.
If you are a service provider than you are aware that
what we consider premium service support today could be accepted as the norm
and sometimes can be outdated before it becomes a reality. The key to sustaining underpinning operations
for any industry is in the constructs of the system. If we build a system to provide what the
customer and business outcomes require now then that is what we will have. The likelihood is that we will have a system
that provides for a service that will render itself less than optimized in a
shorter time than we would like to think.
What is required is an operational support system that
can deliver fast but also one that is able to shift, bend and weave with the
ever-changing environment and outcomes that it supports. We need a growing living moving system that
can adapt to changing business and customer requirements. A dynamic, not static support system.
At the core this system will need to have the
capability to monitor, analyze, predict and most importantly to act. All of this must be done at an exponential
rate in order to meet the dynamic needs of our customers and strategic business
requirements. But wait… isn’t that what
we have always done?
In order to build a system that is not static to
today’s requirements, but rather one that can adapt to changing requirements,
the core principles of best practice still apply. For example what if we exploit Event,
Incident and Problem Management systems to monitor and analyze patterns of
business activity and forecast what would be required to meet future
changes? What if we could automate the
feedback loops and adjust our service assets to provision and optimize business
assets ahead of time? It is difficult
to exploit and build upon an operational system if our baseline is reactive or
chaotic.
It all starts with knowing the important role of Operational Support and
Analysis in service provision and understanding how processes interact with
other Service Lifecycle processes.
Long gone are the days when the data center was in the
basement and the help desk was a necessary evil. Today, businesses are
irreversibly dependent upon technology and real dollars are lost when IT
services are not available.
To gain knowledge and certification in OperationalSupport and Analysis.
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