Lean ICT Operations
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