What is IT operations (ITOps)?

The primary purpose behind ITOps, running solutions includes performing data backups, configuring servers and restoring systems after an outage or update. The purpose is to optimise the performance of these systems and allocate the proper resources where they are needed in order to be most effective with service delivery.

Running solutions includes configuring, tuning and allocating resources as well as restoring and backing up data.

Maintaining oversight of IT infrastructure whether it is on-premises or in the cloud - is one of the key responsibilities of IT operations. Infrastructure is made up of computing, network hardware, software applications and cloud resources. Management of the infrastructure includes oversight of applications that are deployed in the cloud, network security, facilities management and hybrid cloud environments.

Managing infrastructure includes managing cloud data, security, networks, facilities, controlled software and hardware (including external devices).

IT operations teams are responsible for documenting solution dependencies and hardware configurations, while also implementing new configurations for optimal performance of IT services.

Managing configurations includes documenting hardware configurations, as well as managing executable specifications, generated specifications and document-solution dependencies.

IT is constantly evolving, and it is the responsibility of ITOps to ensure that evolution is directed by innovation and proceeds along a path that is capable of and supports business priorities.

Evolving infrastructure includes identifying ways to predict, prevent issues, identify impacts, apply software patches and update hardware and software.

ITOps is in charge of disaster recovery plans—they plan, practise and simulate disaster recovery in order to protect the business and experiencing significant downtime.

Mitigating disasters includes scheduling and conducting the simulation of random disasters and other problems, while also creating detailed recovery and response plans.

The ITOps team monitors the performance of the infrastructure, in addition to the security posture of the organisation.

Governing IT operations includes developing metrics to evaluate the performance of important services and processes, conducting infrastructure audits, managing software licences and issuing alerts.

In addition to the six classifications outlined above, ITOps has the mandate to help defend IT operations from potential issues. Advanced ITOps which today includes Predictive AIOps is able to collect relevant data and turn it into actionable insights, allowing for easy identification of existing issues, as well as early detection of potential future issues. The end result is a system for shoring up IT weaknesses, and mitigating possible future problems, service degradations and outages before they occur.

Network infrastructure tasks include managing infrastructure for internal and external IT communications, managing telecommunications, port management, remote access to networks for users, security, monitoring network health and internal telephone system management.

Server and device management tasks include network and individual storage management, email and file server configuration and folder setup and authorisation, PC provisioning, mobile device and mobile phone telecommunications management, network and individual storage management and device software licensing and management.

Tasks that fall within the computer operations and help desk category include managing the help desk, managing the data centre, user provisioning, communications with network, auditing, computer operations, backups management and managing the IT infrastructure library (ITIL).

Each of the aforementioned categories are also responsible for vendor and contract management, managing outsider contractors, project management and deployment and repairing problems.

Success in ITOps depends on a variety of factors. The ability to properly balance these sometime-competing elements is a defining determiner in the effectiveness of IT operations.

• Long-term (strategic) vs. short-term (tactical) goals.
  
• Organisational needs vs. operational needs.
• Operational efficiency vs. DevOps.

ITOps is one of the central functions of IT service management, application management and technical management.

This revolves around the more technical parts of managing applications, as they are necessary for supporting IT services within an organisation. The application management team plays a crucial role in designing, deploying, operating, testing and optimising applications, while also possessing knowledge of programming that is important for code-level application monitoring.

Technical management provides high-level expertise for the strategic application of design management, and supports IT infrastructure. An IT team may choose a technical lead or analyst for important technology areas. The purpose is to provide technical knowledge for lifecycle decisions.

One of the well-known functions within IT, the service desk acts as a point of contact between IT departments and the business, wherein users submit requests for IT services.

ITOps has a unique role when compared to the above functions, although they may overlap in certain areas of responsibility. The goal is to control IT services and keep them up and running, in addition to the configuration items that are required to deliver such services. Some organisations may divide their service desk into separate IT operations and IT applications help desk.

Teams should embrace new tools that are being incorporated into the infrastructure, and ensure that all of the right skills are in place for growth strategies.

ITOps must be capable of responding quickly to business needs, which means they need to organise activities and teams with a product-centric approach while avoiding traditional silos.

Embracing IT automation eliminates low-value, time-intensive and repetitive tasks.

Metrics should be based around KPIs while focusing on the needs of the business and customers. A strong focus on KPIs helps ensure that all ITOps activities are aligned with the goals of business stakeholders.