IT Operations Management Report: Under Milkwood Department Analysis

This report presents a comprehensive analysis of the potential implementation of Capacity Planning and Configuration Management departments within the IT Operations Department of Under Milkwood. It meticulously outlines the benefits, costs, and strategic implications of establishing these departments, including considerations for business, technology, organization, processes, and people. The report also presents a case against their implementation, offering an educated opinion on their necessity. It examines the tactical and strategic implications, along with the risks and potential adjustments. Furthermore, it includes a BTOPP (Business, Technology, Organization, Processes, People) analysis, a summary of benefits, and recommendations for Under Milkwood, providing a well-rounded perspective on IT operations management. The report also includes a detailed discussion of the Help Desk form, metrics to be collected, and the distribution of information to various management levels.

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IT OPERATIONS MANAGEMENT
Assignment Name:
Student Name:
Course Name and Number:
Professor:
Date:

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BTOPP Analysis
The development of capacity planning and configuration management will ensure and improve
the existing and future needs of the company. This will ensure that the company meets its goals
and is ready for the changing technology. Once under Milkwood, the department will provide
flexible and long term vision for the market and customer support. After analyzing the past
reports certain tangible data can be collected which further allows improving the existing
services to the staff as well as to the customers.
In order to get long term beneficial effects, these departments should be under the control of
higher management, who can further correlate the departments to one another to get the
maximum out of it. This will further help the company to create a vision for future planning and
meeting the demands and customer expectations, as the current conditions will not hold the
company in the long run. They will further play as a business intelligence application in the
future. Managing the exceptions by the investigation, resolving by using their skilled staff and
software tools. Good management will further contribute to increasing the efficiency of the
business.

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Both the department should be built side by side so that they can guarantee long term benefits
and can be easy to manage at their initial stage.
Technology:
Working as a sub-department for the one that deals technology, Both the departments should
ensure a successful prediction of work and management. With the use of their software, they
have to correlate the data on which the company used work and the updating that needs to be
done with it. On the other hand, the ticketing service will further help compare the data and the
issue that appears on a regular basis through the medium of Help desk calls.
A ticketing system associated with the Help Desk Call will be better managed and have
transparency and accuracy of the data. Usage of any VoIP system integrated with any helpdesk
available using the public APIs to create or log events of the call within the ticketing system will
ensure and promises better-managed data. Reports can be anytime extracted from the database
with respect to the calls and tickets to address the raised concerns and issues (Miller, 2017).
Thus, by using skills and ideas they can make a noticeable change even during the primary
starting phrase of their work and helping the company to refine their work.

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Organization:
As both the department's deals in increasing the workflow and standards, Capacity planning can
help and interpret plans the Organizational with a rational plan to increase and manage the work
in a better aspect. On the other hand configuration management will provide general and
extensive security to the company, thus making sure that neither breach, nor any sort of hacking
takes place from an internal or an external source.
The development of such department will also make some internal changes in the organizational
management structure so better managing person can be relocated to a different team or area of
work to manage their area of expertise and generating the maximum that can be gathered to
improve the fundamental terms and make the company ready for the future goals and market.
Processes:
Once the department comes into the picture they can study the previous data of the company and
can come up with cost-effective planning that can make sure that the quality of the services
remains intact. Capacity planning can correlate the present and the past data, Which can be
further used by the guidance of upper management to ensure that the company plans their future
needs and vision by keeping the stats in mind.

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Configuration management can further utilize the data and can maintain the consistency and flow
of quality within the limits. They can also upgrade the security parameters making sure that no
loss of data or breach is faced with their presence (Harvey, Heineke and Lewis, 2016)
.
People:
People play a significant role in an organization, with people in the department, such as
networking and storage servers has to be put in place for the perfect expansion and continuity of
the business. The interested management of the employees should also be kept in place so to get
the fullest out of the resources, hence to manage the company as well as individual growth.
Summary of benefits
Capacity Planning:
There is no doubt that this particular department will monitor the current condition and make it
cost effective, This will also serve as the backbone of the company in the approaching time.
The key benefits of Capacity Planning would be :

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I. Meeting present and future demands.
II. Reduce resource costs.
III. Ensure Availability.
IV. Identify Skill shortages.
V. Book resources.
Capacity planning helps to identify the least expensive way of meeting upcoming resource needs.
Which ensures maximum out of the existing resources that we possess? It shows what scope we
have to take and work on new projects. A skills inventory is a record of who can do what task
and is available for work. This is particularly helpful with technical skills. It also allows us to
identify any kind of issue at an early phase. Flag up conflicts, spot gaps where people can be
better utilized with additional tasks.
Configuration management:
Configuration management helps increase efficiency with a defined configuration process that
provides control and improves visibility with tracking. On top of it works on the general security
of the company, ensuring that no loopholes are left behind.
The core benefits of Configuration management would be:
I. Improves the experience of our customers.

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II. Reduces the risk of outage and security breaches
III. It provides a faster problem-solving technique.
IV. Ensure quicker restoration of services.
Thus, it will Optimize the IT staff activities through automation, which will reduce IT staff time
spent "keeping the lights on", freeing up valuable staff resources for business-related initiatives.
Which will further increase the productivity of the company and we can never neglect the
security that we get once the department goes live
Benefits
By now it is sure that the company is going to get long term benefits with the establishment of
the two departments. An increase in efficiency and a wide angle to problem-solving with better
security. On top of its resources can be allocated effectively to monitor the cost and get the
optimum results out. This will certainly help Milkwood to plan and increase business as well as
will help for future expansion.
Risks

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The research done makes sure to minimize the risk factor involved; however, any damage or
failure of management in the core structure of the company through any means cannot be
overseen. Planning and management play a vital role to minimize this important factor and thus
allows for a perfect and optimum flow of the system (Miller, 2017).
Milkwood being an IT company always poses a threat of data corruption, especially when it's
been managed at multiple levels of the company. Loss of data can be the biggest danger as it will
take immense time to re-compensate. Any sort of failure can also not be overlooked cause that
will increase the deadline of a specific work. With that technology should be upgraded when
required for a smooth flow within the departments.
Recommendations
Under Milkwood development of such departments are important from an educator's point of
view that ensures the quality of existing services and helps the company to grow on a larger
scale. To provide the existing department longevity in service and help them to increase the
service, the Development of such a department is necessary.
With the everyday changing software world, Milkwood can stand out and provide astonishing
services and can maintain the cost so to compete with the outer world.

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References
Harvey, J., Heineke, J., and Lewis, M. (2016). Editorial for Journal of Operations Management
special issue on “Professional Service Operations Management (PSOM)”. Journal of
Operations Management, 42-43(1), pp.4-8.
Miller, D. (2017). Challenging trends in configuration research: Where are the
configurations?. Strategic Organization, 16(4), pp.453-469.

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