IT Operations Process Improvement

IT Operations Process Improvement

Organized and supported IT Infrastructure organization in resolving 16 major areas of end user pain points

Guided technical resources in authoring and gaining approval on 90 standards and operational procedure documents

Coordinated approximately 200 activities to implement best practices for IT Infrastructure tools and services

The Objective


An enterprise IT Organization had been consumed with mergers and acquisitions and needed to address fundamental end user support issues. This 6-month program included resolving key end user pain points such as slow login times, wireless connectivity issues, resources access issues, inconsistent VPN access, and challenges with application reliability. The IT Operations teams also needed to align strategically, standardize solutions, and document process and procedures.

The Challenge


With numerous mergers and acquisitions, very little standards and process documentation existed, and technical resources had limited experience documenting procedures. It took time and education for some managers to define strategies, roadmaps and capacity plans for their teams and technology as they had no previous opportunity. Some end user pain points required complex solutions that required cross-functional teams and subprojects to execute.


THE RESULTS - IT Operations Process Improvement

CTM Technology Group organized and supported the organization in resolving 16 major areas of end user pain points including login and access issues, network performance and connectivity, and application reliability. We guided technical resources in authoring 90 documents consisting of roadmaps, strategies, standards, capacity planning, runbooks, work instructions and Standard Operating Procedures. In addition, CTM edited, tracked changes, and secured approval on all documents. We worked with the teams to execute approximately 200 activities to implement best practices such as replicating services to secondary sites, standardizing service accounts, consolidating monitoring solutions, standardizing IP address assignment, migrating to single VPN client, and standardizing wireless connectivity in corporate offices.

Improving IT Operations and system performance continues to be a priority for CIOs and their organizations. Benefits include increased end user satisfaction, reduced waste from operational efficiencies, compliance readiness, and decreased risk of security events or system outages. CTM is ready to support your organization through an IT Operations Process Improvement initiative. Contact us for more information on our Services.

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