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Are you struggling to achieve operational stability and meet business objectives? Are you facing challenges in customer satisfaction, service delivery, or contract alignment?
These issues can be caused by weaknesses in your operational framework. Without a comprehensive and connected system in place, it can be difficult to identify and address these challenges effectively.
The operational management reference framework offers a step-by-step guide to setting up a world-class operations team. With 15 core operational processes, 23 steady state operational processes, 7 first-line management processes, 16 up-line and 6 governance processes, and 17 employee engagement, enablement, and empowerment processes, this framework provides the tools and guidance you need to achieve operational stability and meet your business objectives.

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Overview:

The operational management reference framework is a comprehensive solution that provides a clear view of what is needed to set up a world-class operations team. With a detailed and connected system in place, organizations can overcome the challenges of customer satisfaction, service delivery, and contract alignment by identifying and addressing weaknesses in the operational framework.

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Introduction:

The operational management reference framework is a comprehensive system that has been developed over 30+ years of global IT operations experience, across 100+ clients. It is a powerful tool that brings everything together, providing organizations with the tools and guidance needed to achieve operational stability and meet business objectives. This framework is the glue that holds everything together and is essential for any organization embarking on an IT operational analytics journey. It goes beyond simple charts and tables and provides a clear explanation of how a business can achieve its goals and objectives, and overcome its challenges.

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Problem Overview: Weaknesses in the operational framework

Any issues an organization faces, such as customer satisfaction, service delivery, or contract alignment issues, to name a few, are typically impacted by weaknesses in the operational framework. The operational framework is the backbone of any organization's operations and without a strong and effective framework in place, it can lead to a variety of problems. These problems can range from difficulty in identifying the root cause of operational challenges to poor communication and collaboration among employees. Furthermore, without a comprehensive and connected system in place, it can be difficult to identify and address these challenges effectively.

Weaknesses in the operational framework can also lead to other problems such as lack of oversight and stability in operational activities, inefficient use of resources and staff, and inability to effectively measure and improve performance. These problems can have a significant impact on an organization's ability to meet its goals and objectives, and can lead to a decline in customer satisfaction and service delivery.

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  1. Difficulty in identifying the root cause of operational challenges: Without a clear and comprehensive system in place, it can be difficult to identify the root cause of operational challenges. This can lead to ineffective problem resolution and a lack of understanding of the underlying issues.
  2. Lack of oversight and stability in operational activities: Weaknesses in the operational framework can lead to a lack of oversight and stability in operational activities. This can result in inconsistent service delivery and a lack of accountability for operational issues.
  3. Inefficient use of resources and staff: Weaknesses in the operational framework can lead to inefficient use of resources and staff. This can result in higher costs and a lack of productivity.
  4. Poor communication and collaboration among employees: Weaknesses in the operational framework can lead to poor communication and collaboration among employees. This can result in a lack of cohesion and teamwork, and can lead to misunderstandings and miscommunication.
  5. Inability to effectively measure and improve performance: Weaknesses in the operational framework can lead to an inability to effectively measure and improve performance. This can result in a lack of understanding of operational performance and an inability to make informed decisions.

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Solution Overview: The Operational Management Reference Framework

The operational management reference framework offers a step-by-step guide to setting up a world-class operations team. With 15 core operational steady-state processes, 23 supporting processes, first-line management systems, up-line and governance systems, and employee engagement, enablement, and empowerment processes, this framework provides the tools and guidance needed to achieve operational stability and meet business objectives.

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  1. Difficulty in identifying the root cause of operational challenges: The framework includes a major incident management process and a problem management process that helps to identify and resolve operational challenges.
  2. Lack of oversight and stability in operational activities: The framework includes availability management, service desk management, and service and catalogue request management processes that provide oversight and stability in operational activities.
  3. Inefficient use of resources and staff: The framework includes staffing and resource management, quality management, and knowledge management processes that help to optimize the use of resources and staff.
  4. Poor communication and collaboration among employees: The framework includes employee development, employee communications, and employee/manager feedback programs that foster communication and collaboration among employees.
  5. Inability to effectively measure and improve performance: The framework includes reporting and measurements, analytics, and optimization, and continual service improvement processes that help to measure and improve performance.

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Conclusion:

The operational management reference framework is a comprehensive solution that provides a clear view of what is needed to set up a world-class operations team. With a detailed and connected system in place, organizations can overcome the challenges of customer satisfaction, service delivery, and contract alignment by identifying and addressing weaknesses in the operational framework. The framework is designed to provide the tools and guidance needed to achieve operational stability and meet business objectives with the help of 15 core operational steady-state processes, 23 supporting processes, 7 first-line management systems, 16 up-line and 4 governance systems, and 17 employee engagement, enablement, and empowerment processes. By implementing this framework, organizations can achieve their goals and objectives, and unlock the power of operational management.

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