Residential | Small Business | Enterprise | Wireless Region / Language
The Business Challenge
IT Operations Management can be a very challenging discipline. It involves organizational, process, and management technology dimensions. All too often, one or more of these dimensions is out of balance and negatively impacts the others. For example, an over-reliance on management technology may result in having to adapt processes and staff activities around the toolsets, instead of the other way around. When that occurs, the organization loses its proactive posture, provides a reduced level of service, and is less flexible to support change, such as with new service introductions. Another key challenge is the alignment of operational goals and metrics across the enterprise to enable visibility into true "end-to-end" service performance.
The AT&T Solution
AT&T Consulting Solutions addresses these challenges with offerings that keep people, process, and technology needs in balance. Our Operations Strategy and Roadmap service offers pragmatic and business-aligned recommendations which deliver effective and efficient end-to-end operations. Our service utilizes best practices from the ITIL/ITSM (itSMF) process framework, and a proven methodology incorporating organization and technology management disciplines. Our deliverables typically include:
- A functional Operations Management Architecture and management technology alternatives
- Organizational Support structures
- Operations Process Architecture
- Operations Roadmap
- Build-vs.-Buy analysis—an optional component to help enterprises decide whether to augment or "out-task" some component of their operations function.
The Roadmap deliverable defines incremental and phased project recommendations which yield tangible benefits over time, often including:
- Proof of concept technology deployment
- Process Optimization
- Organizational design, and
- Tool consolidation and optimization
Solution Benefits
- Removes "silo approaches" by standardizing, unifying, and aligning operations support functions across common business unit objectives
- Establishes consensus around a target state "operations architecture" encompassing people, process and technology
- Provides a rationale for "build-vs.-buy"
Services Summary
- Operations Strategy and Roadmap
- Whiteboard Session
