Guideline 13. ICT operations management

Submitted by Anonymous (not verified) on Tue, 07/10/2018 - 09:46

The institution implements ICT operations management activities, which perform the daily operational activities needed to manage ICT services and the supporting ICT infrastructure following systematic and standard practices.

ICT operations management is responsible for the management and maintenance of the ICT infrastructure required to deliver the agreed level of ICT services to the institution. It consists of performing the daily operational activities, such as running the web-based systems for online citizen operations, benefit calculation and delivery processes, and the back-end systems that support both internal and web-based operations.

Guideline code

ICT_01800

Mechanism

The ICT unit, with the assistance of specialized units, should establish systematic and standardized practices to carry out ICT operations management. This includes two main functions:

ICT operations control, which provides centralized monitoring and control;
Facilities management, which is responsible for the management of data centres, computer rooms and recovery sites. It also coordinates large-scale infrastructure projects, such as data centre consolidation or server consolidation.

The ICT unit, through specialized units, should carry out common service operation activities, including:

Monitoring and control: to detect the status of services and infrastructure elements and take appropriate corrective action;
Console management/operations bridge: a central coordination point for monitoring and managing services;
Management of the infrastructure: storage, databases, middleware, directory services, facilities/data centre, etc.;
Operational aspects of processes from other life-cycle stages: change, configuration, release and deployment, availability, capacity, knowledge, service continuity management, etc.

Parent

A. Governance and Management

Structure

The management should commission the ICT unit to implement systematic and standardized practices to carry out ICT operations.
A specialized organizational structure, reporting to the ICT management, should be established to manage ICT operations. To establish accountability, the roles and responsibilities of the units within that structure have to be well defined and documented.
The implemented ICT operations practices should follow the institution’s ICT governance framework and the ICT management processes, and be based on international standards and practices (e.g. ITIL v3–Service Operation and ISO/IEC 20000).

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