Tiered operations support

Fri Aug 23 18:47:08 UTC 2019

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At 02:40 PM 23/08/2019, harbor235 wrote:
>Hi noggers,
>
>First some background;
>
>I have inherited a real-time services delivery 
>infrastructure that while technically functional 
>is absent of a wworking tiered operational 
>support structure. In addition, the 
>infrastructure was not implemented with 
>technology best practices and has some remaining 
>single points of failure. T3/engineering handles 
>engineering, operational support, testing, and 
>development. T1 and T2 perform some tasks but 
>not what is expected of a traditional support 
>structure, As we are attempting to scale our 
>program our limitations are obvious.
>
>We are trying to scale the program and need to 
>remedy all single points of failure and 
>implement technical and management best 
>practices. While we try to remedy all of the 
>above, our customer expects routine capability enhancements.
>
>Question(s)
>1) how to pivot to a tiered operational support 
>structure and set expectations for each tier 
>level. How do I do that without having my entire staff leave?
>Â Â Â Â Â Â  Current staff is not a professional 
>organization and are used to a purely reactive state.
>
>2) ITIL process are great and we have started to 
>implement what makes sense but I need a 
>operational support stucture/model to support and manage this effort.
>
>3) How do you manage your engineering and 
>operational projects? Currently I am using Excel 
>for all projects short and long term and also 
>use a seperate spreadsheet for my short term 
>project sprints? Basic project tracking with no mature processes involve.
>
>How are you pulling this all together?
>
>I would like to hire key positions that can 
>bring essential capabilities to my project but I am limited hiring new staff.
>
>thoughts, suggestions
>
>Mike