Managing the day-to-day operations of services.
Operations management is about managing the day-to-day operations of services, handling user requests and queries, and ‘keeping the lights on’.
Some relevant roles: operations managers, ITIL service managers, infrastructure managers, technical architects
Digital impact on ops
This involves understanding how:
- operations management supports front-end digital services
- digital skills in the Basic digital skills group apply to operations (eg being familiar with the government digital transformation agenda, user-centred design, agile delivery and open standards)
Understanding both cloud and on-premise
Integrating premise hosting and cloud servers
This involves understanding:
- how both on-premise hosting and cloud servers work
- the challenges of integrating them
Choosing a cloud hosting service
This involves understanding:
- cloud hosting services and the types available, in particular Platform, Infrastructure and Software As A Service (PaaS, IaaS, SaaS)
- the government’s ‘Cloud First’ policy
- why PaaS, IaaS, SaaS should be considered before other kinds of solutions
Understanding the activities of service management to ensure ‘run and maintain’ of applications after they have been deployed by development teams.
Ensuring that appropriate identity and access management strategies are in place in proportion to government classifications.
Engaging with technical staff and suppliers to define the best system and platform configurations to:
- achieve business objectives
- meet user needs
- ensure configuration is always consistent, auditable and versioned
- demonstrating strong customer service skills, so that incidents are managed in a user-focused way
- understanding that, in an agile environment, everyone in the team should be able to confidently engage with users
- defining the configuration of networking in code
- automating the process so that configuration is always consistent, auditable, and versioned
- gathering and reporting detailed performance data against key performance indicators
- generating actionable improvements to the quality of services offered by the department
SLAs and OLAs
Engaging in the negotiations of service level and operational level agreements with suppliers and stakeholders to ensure the agreements are suitable for the service being developed.
Email and collaboration platforms
- managing the email and collaboration platform in your department, including activities such as providing accounts and monitoring the security (alongside security specialists) and capacity of systems
- understanding the cost implications of using the service
- understanding the financial position of the service
- planning and forecasting
- recognising the impact of delivering the service on finance
The Service Design Manual includes guidance on service integration and management, which focuses on managing providers in an efficient way.
The Service Design Manual assembles a range of user stories for web operations, which outlines the typical scope of infrastructure and web operations work on a large service redesign project.