Tag: Operational Efficiency

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Asset management Discussion topic Secrets of the IT department

The inventory you didn’t know existed – Secrets of the IT department

The inventory you didn't know existed - Secrets of the IT department
The inventory you didn't know existed - Secrets of the IT department

In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

Did you know that mismanaging IT assets could cost your company thousands of pounds? Whether you’re a fan of your IT department or not, there comes a time when everyone needs to interact with them. After exploring service level management in our last article, today we’re diving into the fascinating world of asset management.

What is asset management?

Asset management in IT is all about keeping track of the hardware and software that make your organisation tick. Think of it like organising your kitchen. You need to know where every utensil is, its condition, and when to replace it. In IT terms, hardware refers to the physical components like computers, monitors, and printers, while software includes programs like Microsoft Word or your favourite mobile app.

Why asset management matters

Organisations need effective asset management to save time, money and other resources that might otherwise be wasted on unused or redundant technology. Moreover, compliance with licenses and contracts is crucial to avoid legal ramifications.

Key elements of asset management

These include:

  1. Software licenses – ensure that your organisation legally owns the software it uses
  2. Hardware inventory – a list of all hardware devices and where they are located
  3. Lifecycle management – tracking an asset from acquisition to disposal
  4. Compliance checks – regular audits to ensure that all assets are being used per relevant laws and agreements.

The benefits of doing this well

Effective asset management isn’t just about saving money; it’s about creating a more efficient and secure environment. Just like a well-organised warehouse ensures faster customer delivery, effective asset management ensures smoother operations and better service across the board.

  • Cost savings – avoid unnecessary purchases and get the most out of your existing assets.
  • Compliance – stay within the legal boundaries of software licenses and contracts.
  • Efficiency – streamline daily operations by knowing what you have and where it is.
  • Security – identify and mitigate potential risks tied to outdated or unaccounted-for assets.

Example: A school library

Imagine asset management as a school library’s system to track books, DVDs, and computers. It would be a mess if the librarian didn’t know which items were checked out, by whom, and for how long.

Example: Your personal belongings

In a household context, consider it as keeping an inventory of your valuable belongings for insurance purposes. You would want to know what you have, its condition, and its worth.

Your thoughts

Now that you’re familiar with how asset management works behind the scenes, how does this change your perspective on the IT department and how they support you? Feel free to share your stories and insights.

This article is the fifth in our ‘Secrets of the IT Department’ series, aiming to demystify the essential elements that keep IT running smoothly. Keep an eye out for our next insightful piece.

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Discussion topic Secrets of the IT department service management

Measure and improve – Secrets of the IT department

Measure and improve - Secrets of the IT department
Measure and improve - Secrets of the IT department

Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

After exploring incident, change, and problem management, it’s time to delve into how IT departments ensure that all these components work together harmoniously. Think of service level management as the local council that ensures the UK’s National Health Service, rubbish collection, and local schools operate efficiently and meet the community’s needs.

What is service level management?

Service level management involves defining, managing, and tracking the quality of IT services. It sets expectations, measures performance against them, and suggests improvements to ensure IT services meet business needs and objectives.

Why service level management matters

The quality of service provided is crucial for any organisation. It can significantly impact customer satisfaction, operational efficiency, and profitability.

Key elements of service level management

These include:

  1. Service level agreements (SLAs) – contracts that outline the quality of service expected
  2. Experience level agreements (XLAs) – these focus on the quality of the user experience, rather than just the technical metrics
  3. Key performance indicators (KPIs) – metrics used to measure and evaluate service quality
  4. Regular reviews – periodic assessments to check if services are meeting the defined expectations.

The benefits of doing this well

By employing strong service level management, organisations can realise several significant advantages, including:

  • Competitive advantage – by consistently delivering high-quality services, your organisation stands out in the market.
  • Risk mitigation – SLAs and ongoing monitoring help you identify and rectify issues before they escalate, reducing financial and reputational risks.
  • Strategic alignment – well-defined service levels help align IT operations with your organisation’s broader objectives.
  • Enhanced scalability – effective management provides the framework for scaling services up or down based on demand, enhancing operational flexibility.
  • Data-driven decision-making – metrics and KPIs provide actionable insights contributing to the organisation’s long-term success.

Example: Train services

Imagine service level management as the body that ensures UK trains run punctually, are clean, and offer good customer service. They set the benchmarks, measure performance, and implement improvements.

Example: A busy café

In a café setting, service level management would monitor how quickly customers are served, the quality of the coffee, and customer feedback. Remedial action is taken to improve the service if any of these metrics fall below the defined standards.

Your thoughts

Now that you’ve learned how service level management impacts the quality of services you interact with daily, what are your thoughts? Feel free to share your stories and insights.

This article is the fourth in our ‘Secrets of the IT Department’ series, aiming to demystify the essential elements that keep IT running smoothly. Keep an eye out for our next insightful piece.

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Discussion topic Problem management Root cause Secrets of the IT department

When problems make things run more smoothly – Secrets of the IT department

Problems are good - Secrets of the IT department
Problems are good - Secrets of the IT department

Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

After diving into the workings of incident and change management, let’s explore another hidden secret of the IT department – this time, problem management. Think of it as the Sherlock Holmes of the IT world, based in a bustling London borough. It’s not just about responding to incidents or facilitating changes; its role is to investigate and uncover why those incidents happened in the first place.

What is problem management?

Problem management is the systematic approach to identifying the root causes of incidents, devising a fix, and preventing recurrence. Unlike incident management, which focuses on quick resolution, or change management, which ensures smooth transitions, problem management aims for long-term solutions.

Why problem management matters

Problem management aims to remove recurring incidents and minimise the impact on the services used across the company. It contributes to a more stable and reliable IT environment, saving time and money in the long run.

The problem management life cycle

The life cycle of problem management usually includes these stages:

  1. Problem identification – recognising recurring or significant incidents
  2. Problem categorisation and prioritisation – assessing the impact and urgency
  3. Root cause analysis – digging deep to find the actual cause
  4. Resolution and closure – implementing a long-term solution

Example: A leaky roof

Imagine a leaky roof in an office building. Fixing the leak is akin to incident management, but finding out why the leak happened in the first place is problem management. Was it poor construction or maybe ageing materials? Once identified, preventive measures can be put in place, using change management.

Example: The frequently crashing software

Let’s consider software that crashes frequently. Incident management will restart the software each time to restore service, but problem management will delve into why it crashes so often. Is it a bug or a hardware incompatibility? Upon finding the root cause, a permanent fix can be implemented, using change management.

The benefits of doing this well

Adopting a robust problem management strategy can lead to:

  • Operational excellence – organisations streamline their operations by identifying and eradicating root causes of incidents, leading to higher productivity and efficiency.
  • Financial savings – resolving the root causes of issues means fewer incidents and less downtime, translating into significant cost savings over time.
  • Increased customer loyalty – a stable, reliable system or service creates a better user experience, increasing customer satisfaction and loyalty.
  • Proactive risk management – identifying issues before they become incidents can mitigate potential risks, safeguarding the organisation’s reputation.
  • Business agility – understanding the root causes of problems provides valuable insights that can inform business strategy, allowing the organisation to adapt more quickly to market changes.

By embracing robust problem management, organisations resolve issues and turn them into opportunities for continual improvement.

Your thoughts

We’ve now cracked the case on problem management and its role in ensuring a hassle-free IT environment. Do you have any experiences where identifying the root cause of an issue led to a more effective, long-term solution? Share your stories and insights.

This is the third article in our ‘Secrets of the IT Department’ series. Don’t miss our future explorations into the often-overlooked facets of IT.