Technical Services Delivery Restructure
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Technical Services Delivery Operations Bridge & Technical Support Groups
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A presentation used during the restructuring of a Technical Services Team to reflect the responsibilities of the team after the merger of 8 IT departments, creating an Operations Bridge responsible for the monitoring of all ICT services and 3rd line support.
Transcript of Technical Services Delivery Restructure
Technical Services Delivery
Operations Bridge&
Technical Support Groups
Agenda
Technical Support Groups (TSG) Why How Benefits / Risks Assigning of Tasks
Operations Bridge (Ops Bridge) Roles Assigning of Incidents
Technical Support Groups – Why
Provide a group responsible for a service
Provide a depth of support on a service
Provide development opportunities
Opportunity to extend outside of Technical Services Delivery
Technical Support Groups – How
Line Manager Reporting Performance Monitoring Personal & Technical Development Assign Team Incidents and Tasks
TSG Leader Technical Development Assign Group Incidents and Tasks
Project Manager Assign Project Work Packages
Technical Support Groups – How
TSG
Deploym
ent
TSG
TSG
ProjectD
ata Centre
Ops Bridge
External
Technical Support GroupsBenefits / Risks
Benefits Greater professional development More self-management and a wider realm of work Higher and better use of staff time and talent Highlights resource constraints Prioritise important work
Risks Conflict of interests Politics not rationale will determine work priority
Technical Support GroupsAssigning of Tasks
Consolidated Task List All Tasks Priority (Impact vs Urgency) TSG / Team Owner Individual Owner Due Date
Hierarchal Escalation Team Leader & TSG Leader Tech Services Delivery Manager
Technical Support GroupsTask Priority
Impact The measure of the business criticality of a task.
Urgency The speed required to complete the task A high impact task may not have to be solved immediately
Priority A function of impact and urgency.
Technical Support GroupsTask Priority
IMPACT
URGENCY
High Medium Low
High 1 2 3
Medium 2 3 4
Low 3 4 5
Ops Bridge – Roles
Incident Engineer Tech Services Incident Management 2 x Shifts Monitor Incident Engineer Mailbox Investigate & Resolve Calls Assign Calls to Teams / TSGs Provide Incident Communication
Ops Bridge – Roles
Service Monitoring Engineer Tech Services Service Monitoring 4 x Shifts per Day Complete Daily Checks Monitor Service Monitoring Mailbox Record & Assign All Alerts in TouchPaper Investigate & Resolve Alerts Provide Service Monitoring Communication 1st Point of Contact for Major Incidents
Ops Bridge – Assigning of Incidents
