recipeforit.com recipeforit.com - Recipes for IT

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Title: Recipes for IT
Keywords: IT, Management, Best Practices, world class, IT shop
Description:An IT Management blog that provides information technology management best practices and approaches to becoming a world class IT shop.
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Keyword Count Percentage
IT 90 2.64%
Management 5 0.72%
Best Practices 8 1.63%
world class 0 0.00%
IT shop 2 0.20%

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Recipes for IT Recipes for IT Best practices for achieving high performance IT Skip to content Home Introduction and References IT Services Four Box Report Examples IT Hybrid Model IT Metrics Categorization IT Metrics Unit Costing and Allocations Structure Policy and Standards Framework Principles of High Performance Teams Recommended Reading Service Desk Definition Production Ready Best Practices Efficiency and Cost Reduction IT Efficiency Best Practices: Third Party Savings IT Cost Reductions: Near term Tactics – A ‘Clean’ Shop IT Efficiency: Near Term Tactics – Consolidation and Utilization Delivering Efficiency and Cost Reduction: Long term tactics with Metrics and CPI Leveraging Metrics for IT A Scientific Approach to IT Metrics Metrics Roundup: Key Techniques and References Using Metrics to Improve IT Transparency and Demonstrate Business Value Evolving IT Metrics to Match Your Team’s Maturity IT Benchmarking Tying Consumption to Cost: Allocation Best Practices Service Desk Metrics Project Delivery Best Practices Project Initiation Project Management Project Reporting and Communications Requirements Definition Project Delivery General Reference Service Desk 5 Quick Measures for Service Desk Service Desk: Structure and Primary Elements Service Desk: Build an Outstanding Customer Interface Service Desk: Building a Responsive and Effective Desk Service Desk Metrics Service Desk Leadership: The Key Ingredient Service Desk: Turning Around a ‘Helpless’ Desk IT Production and Availability Improving Availability: Where to Start In the Heat of Battle: Command Center Best Practices Production Transparency and Customer Impact Metrics Stable? How to get to Great Availability Data Center and Cloud Computing Fundamental Trends in Data Centers Getting to Private Cloud: Key Steps and Practices Addressing Today’s Security Risks Procurement The Procurement Lifecycle Leveraging the Technology Acquisition Process to Optimize Your External Spend Getting Better Value Through Vendor Management Leadership Achieving Outstanding IT Strategy Providing Outstanding Personal Leadership Why You Want an Australian Pilot: Lessons for Outstanding Leadership in IT Getting off to a Great Start as a CIO Your Start of the Year Leadership Checklist Focusing on the Important Things Transforming IT Evolving IT Metrics to Match Your Team’s Maturity Building IT Synergy Leveraging the ‘Flow of Work’ Riding with the Technology Peloton Out-sourcing and Out-tasking Best Practices Moving from Offshoring to Global Shared Service Centers High Performance Teams Defining a Compelling Vision and Goals Principles of High Performance Teams Building a Strong and Productive IT Team Evaluating and Selecting IT Talent Prune and Improve Coaching and Developing How to Build Skills for a Great IT Career Asides Timely IT Strategy Topics ← Older posts The Elusive High Availability in the Digital Age Posted on September 19, 2016 by Jim D Well, the summer is over, even if we have had great weather into September. My apologies for the delay in a new post, and I know I have several topic requests to fulfill ?? Given our own journey at Danske Bank on availability, I thought it was best to re-touch this topic and then come back around to other requests in my next posts. Enjoy and look forward to your comments! It has been a tough few months for some US airlines with their IT systems availability. Hopefully, you were not caught up in the major delays and frustrations. Both Southwest and Delta suffered major outages in August and September. Add in power outages affecting equipment and multiple airlines recently in Newark, and you have many customers fuming over delays and cancelled flights. And the cost to the airlines was huge — Delta’s outage alone is estimated at $100M to $150M and that doesn’t include the reputation impact. And such outages are not limited to the US airlines, with British Airways also suffering a major outage in September. Delta and Southwest are not unique in their problems, both United and American suffered major failures and widespread impacts in 2015. Even with large IT budgets, and hundreds of millions invested in upgrades over the past few years, airlines are struggling to maintain service in the digital age. The reasons are straightforward: At their core, services are based on antiquated systems that have been partially refitted and upgraded over decades (the core reservation system is from the 1960s) Airlines have struggled earlier this decade to make a profit due to oil prices, and minimally invested in the IT systems to attack the technical debt. This was further complicated by multiple integrations that had to be executed due to mergers. As they have digitalized their customer interfaces and flight checkout procedures, the previous manual procedures are now backup steps that are infrequently exercised and woefully undermanned when IT systems do fail, resulting in massive service outages. With digitalization reaching even further into the customer interfaces and operations, airlines, like many other industries, must invest in stabilizing their systems, address their technical debt, and get serious about availability. Some should start with the best practices in the previous post on Improving Availability, Where to Start. Others, like many IT shops, have decent availability but still have much to do to get to first quartile availability. If you have made good progress but realize that three 9’s or preferably four 9’s of availability on your key channels is critical for you to win in the digital age this post covers what you should do. Let’s start with the foundation. If you can deliver consistently good availability, then your team should already understand: Availability is about quality. Poor availability is a quality issue. You must have a quality culture that emphasizes quality as a desired outcome and doing things right if you wish to achieve high availability. Most defects — which then cause outages — are injected by change. Thus, strong change management processes that identify and eliminate defects are critical to further reduce outages. Monitor and manage to minimize impact. A capable command center with proper monitoring feeds and strong incident management practices may not prevent the defect from occurring but it can greatly reduce the time to restore and the overall customer impact. This directly translates into higher availability. You must learn and improve from the issues. Your incident management process must be coupled with a disciplined root cause analysis that ensures teams identify and correct underlying causes that will avoid future issues. This continuous learning and improvement is key to reaching high performance. With this base understanding, and presumably with only smoldering areas of problems for IT shop left, there are excellent extensions that will enable your team to move to first quartile availability with moderate but persistent effort. For many enterprises, this is now ...

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