CASE: Use lean principles to drive Your IT and Network operations

• TASK: In a globally distributed multivendor outsourced delivery context i.e. “a complex in-house cloud”
  
  • Global corporate e-mail system (and its help desk) availability and performance 
  • Global corporate ERP system (and its help desk) availability and performance

Focusing on

• End User Experience measurement
• Well defined Service product specifications from customer point of view
• Production process cycle times and WIP through controllability analysis
• Issue resolution times from customer point of view
• Number of service outages and their MTTR–Consistent use of fresh quality data (less than 24 hours old) for faster and more accurate continuous improvement
• Continuous and rapid reduction of incidents requiring management escalations

Resolving with an OEE based approach

• End User Satisfaction improvement (Functionality)
• Service Availability and Performance (Quality)
• Continuous Performance improvement (Performance) through
• • Hardware  resources assessment
• • Networking resources assessment
• • Leveraged  middleware (utitities) solutions assessment
• • Levered High Availability solutions assessment
• • Used IT security solutions
• • required support resources and their performance

OEE = Overall Equipment Efficiency = Functionality * Quality " Performance