MOPS : Metrics, Operational Tools, Processes and Procedures, Standards

Our experience of working with IT Production Managers has led us to identify four significant areas which typically need to be addressed by management if an IT Production team is to succeed in becoming Client-focused, Responsive (not just "Reactive") and Cost-Effective

These elements are known by the acronym "MOPS", since they consist of the following headings:

Category	Description
Metrics	Methods need to be in place for collecting and publishing key performance indicators, including Activity (i.e. man-hours) and technical metrics (CPU, disk utilisation etc.). These are essential in order to explain to the Business what the IT Production Team is doing, to justify expenditure, to identify "problem applications", and for future planning.
Operational Tools	Software tools need to be deployed for collecting the metrics, above, and also for delivering the Support function. These tools need to be integrated (Help Desk fed from Asset Management, into Time Tracking etc.), and should have historical analysis (e.g. help-desk should include problem resolution, so that subsequent callouts are not duplicated).
Processes and Procedures	Processes should be created facilitate the day-to-day running of IT Production, and it's relationship with the Business Sponsors and IT Development. Key Processes should also be in place to facilitate Deployment of Projects to live, upgrade, change controls processes etc. In addition, processes should be created to support the changes to Production Standards (hardware & O/S upgrades etc.), and to ensure that IT Development is visible to the IT Production team. ITIL guidelines can be used as a template basis.
Standards	Technical standards should exist within IT Production against which developers should develop solutions, in order to ensure that the costs of supporting Applications are optimal. These Standards should be maintained, and processes should be in place for engaging with other technical teams to discuss emerging technologies.

Working alongside the Client Manager, we can help analyse the "MOPS" matrix, to determine where the gaps are, and prioritise the requirements, in order to develop an IT Production Strategy.

Read our White Papaer on MOPS here.

Read our White Paper on Consultancy for IT Production Management