IT Operations
antas specializes in the functional and technical optimization of running the daily IT business for heterogeneous and distributed IT environments. To this end, we developed antas®suite, a consulting service based on a comprehensive and consistent operational concept for complex IT environments.
Regular Business
Regular Business includes all activities necessary for daily operations of the IT infrastructure. It covers all regular functions of an IT operation that have a routine character. The tasks of the regular business are being defined and prepared by the technical management (see below).
User Helpdesk is the focal point for collecting and processing IT related requests and incidents. These tickets are being processed and distributed to the relevant departments. The solution process is coordinated and monitored. User satisfaction is tracked regularily and related to the data for reporting purposes.
Backup & Restore is used for all IT based data in a company. It is also responsible for storage and administration of the media used.
Upgrade Service is responsible for coordination and processing of all software and hardware installation and deinstallation requests as well as creating, changing and deleting user access rights. The installations are being done according to Technical Management rules. Authorization requests are checked and implemented. Software packages are distributed and hardware components installed, deinstalled and modified.
Defined IT processes are monitored and counter measures initiated in case of violation of defined thresholds or errors. Error messages are evaluated and responsible personnel is notified.
Operating is responsible for all job scheduling and post processing tasks in IT that cannot be automated. Transport of media to drives and supply management (e.g. paper or envelopes) is done on request. If errors occur, counter measures are executed if required.
Security is in charge of protecting IT investments and business secrets from acts of sabotage or espionage. Risks are mitigated by regular testing (e.g. intrusion detection) and checking the most recent information sources on security topics. Policies for defending imminent attacks are planned, checked and executed.
In order to release capacities of productive systems data archiving and dearchiving is implemented according to predefined criteria (e.g. date of last access) for electronic data. Archived data can be deleted if a certain age is reached so ressources can be released. Legal requirements are being followed when archiving.
Technical Management
Like Regular Business Technical Management has a lot of reoccurring activities. These activities can’t be handled like a routine, however. They have a project like character and make sure that the IT infrastructure is working correctly.
System Management makes sure that the server systems used are working according to specifications. System components are configured and installed. Errors are analysed and the configuration adjusted accordingly. Capacity data is provided for reporting. Faulty components are replaced and system software updated as necessary.
Network Management makes sure that the network components used are working according to specifications. These components are configured and installed. Errors are analysed and the configuration adjusted accordingly. Capacity data is provided for reporting. Faulty components are replaced and network software updated as necessary.
Testlab is in charge of testing all hardware and software components used to ensure there are no interruptions in the production environment. New components are tested for compatibility with the existing environment. Errors are reconstructed and analysed to identify counter measures and to prevent errors from occurring again. Test reports are created.
Database Management makes sure all databases necessary for the company to be functioning are working properly. Databases are configued and installed. Errors are analysed and the configuration adjusted accordingly. Capacity data is provided for reporting. Faulty components are replaced and network software updated as necessary. Data is reorganised.
Application Support makes sure all applications necessary for the company to be functioning are working properly. Applications are configured and installed. Errors are analysed and the configuration adjusted accordingly. Application data is provided for reporting. Application software is updated as necessary.
Capacity & Performance Planning is responsible for the planning of resources and their capacity used for IT. Utilization stats for the IT infrastructure are evaluated by using data from production, IT Strategy and Enterprise Planning. Purchase of additional components is initiated proactively as soon as there are shortages.
Disaster Recovery makes sure IT Services are available in case of a disaster. Measures to activate backup components are planned. Regular testing to ensure availability of systems in case of a disaster are initiated, monitored and evaluated. Requirements from providers about services to be delivered in the case of a disaster are defined as part of service level agreements.
Information Management
Information Management includes all processes concerned with collecting, administering and monitoring of information and documents necessary for running the IT environment (e.g. contracts, statistics, manuals, reports, utilization data).
Document Management is responsible for administration of all electronic documents used in the company. Documents (e.g statistics, reports, contracts, manuals) are stored methodically for later access and research and provided to respective recipients when requested.
Accounting is responsible for the internal charging of IT costs in the company. Costs are calculated and assigned to departments according to defined assignment keys. Costs for usage of IT services are calculated and provided.
License & Asset Management is in charge of administration of all IT components and IT related user data and licences. Inventory data, user information and licences are provided to other functions within IT operations for reporting purposes.
Service Level Management defines and updates all Service Level Agreements within the IT organisation. Service Level Agreements are separated between contracts with customers of the IT organisation (e.g. internal departments) and contracts with providers (e.g. vendors).
Reporting coordinates the definition, implementation and monitoring of all IT related reports. The definition of the reports is done by the departments responsible for supporting tools and applications reports are extracted from. If necessary, data from different reports are aggregated. The creation of the reports is done centrally based on the definitions from the departments.
Management Functions
Management Functions are all functions concerned with planning, steering and controlling of the IT organisation and IT operations. Policies are defined and implementation ensured. Decisions are taken regarding going live and new projects. Usage and development of employees is planned and monitored.
Personnel & Organization Development is responsible to develop the people and the organisation Realization of IT policies is done with the help oft he IT orgnisation’s employees. Management requests are analysed and refined. IT guidelines and policies within the IT organisation are coordinated.
IT Management is in charge of planning, coordination and controlling the IT departments. Use of the IT organisation’s employees for their respective functions is planned and the structure of the organisation is adjusted, if necessary. Trainings are planned and organised. Demand for new employees is determined and measures for recruiting them are proactively initiated.
Release Management evaluates changes in IT. Change demand is checked and tests initiated, costs and risks are evaluated. The result is presented to management for decision.
Change Management implements infrastructure modifications in a structured way. Ways of implementation are planned and backup measures in case of failure defined. The necessary tasks of implementation are assigned to the relevant functions, execution coordinated and the result is checked.
Quality Management ensures the quality of IT services delivered in daily business. Based on Service Level Agreements, most recent technologyand the experience of the employees involved the quality oft he service is checked regularily, documented and the potential for improvement identified. Processes to control performance are defined and checked for applicability regularily.
Concept Review checks and updates processes and concepts used by the IT Organisation regularily. Replacement of technical products by more recent equipement is checked and implemented, when available. Processes are evaluated for efficiency and effectivity. Adaptation of processes and new technologies are initiated if rquired.
Escalation management monitors all contractually agreed internal and external Service Levels. In case of violaton reasons are analysed. Changes or sanctions that follow are initiated or negotiated. Before the escalation time expires, it is ensured that all involved parties work on fixing the error situation.
