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The importance of ITOps

ITOps are the core function of the IT department and, along with technical management, application management and service desk management, is the industry standard best practice framework for IT service management as defined in the It Infrastructure Library (ITIL).

ITOps are at the forefront of IT service delivery, one of the most important gear in the machinery that keeps an organisation running. Businesses and their customers have become so dependent on instant access to IT services - data, software applications, public and private cloud resources - that even a small interruption to these services can have far-reaching and costly consequences.

Proactive Maintenance

The service approach replaces the maintenance philosophy of "reactive failure" with that of "proactive failure", detecting conditions that lead to failures and subsequent unavailability of systems.

Proactive maintenance goes beyond the traditional (preventive) strategy as it links to the root cause of the failure, triggering measures that prevent its recurrence. These causes usually represent the majority of occurrences.

Corrective Maintenance

As part of a more comprehensive maintenance plan, corrective maintenance is a process that consists of solving incidents, allowing the original properties of the systems to be restored so that they are operational again. It allows fault diagnosis, updating/replacing dysfunctional components (SW/HW) according to the procedures established by the manufacturers, managing the life cycle of those components and recording the interventions made.

Systems Operation & Monitoring

In a 24/7 scheme, System Monitoring and Operation Services include tasks that are simple but potentially critical for business continuity, such as file application and application monitoring, and also more complex activities such as End-of-Day processes of core applications.

Given the critical nature of the service, and in order to comply with regulatory standards, the daily reporting, monthly progress and analysis of the activities carried out are protocolled.