Lessons learned from years of experience in IT operations. Free white paper to the download you can t manage what you do not measure. This statement applies to IT operations. Not in vain IT metrics for the control of the operation of IT gaining in importance to the monitoring of service and operating level agreements as well as for the budget control and quality management. But unfortunately lacking in practice so far concrete guidelines for companies that want to optimize their IT operations or outsource to an external service provider.
The operational experts of the matrix technology AG in Munich have analyzed the knowledge gained from their years of experience in the IT-drive in and summarized. The results can be read IT key figures from the practice in the current white paper. The provider selection criteria and cost drivers initially devoted to the authors of the question of decision-making factors affecting the selection of provider and that IT costs. Logical criteria, such as, for example, cost reduction, secured to Quality and flexibility of the provider, are not only crucial here. Indeed, also emotional factors, about the acceptance of the provider on the market or the first impression he leaves behind the presentation of the offer, as well as operational criteria, such as for example the references of the provider, its process experience or skill profiles, a crucial role to play.
The decision for a particular IT service provider is never regarded as a result of only one of these factors, but results from the combination of all criteria. Accordingly also be any point affects directly or indirectly IT costs. Are blanket statements now not possible but how much IT costs in practice? And with how many incidents is to be expected in a particular environment? This is clarified in the second part of the matrix of white papers.