IT INFRASTRUCTURE OPERATIONS – Established a capacity planning model for productivity management
Supported Global Head of IT Infrastructure at a global bank to implement a structured methodology to identify work load drivers, measure productivity and hence manage capacity in a scientific way.
CHALLENGES
- No visibility to demand drivers – who and what contributes to the work load.
- Lack of a standard framework to measure Demand vs Capacity vs Actual utilisation.
- Quantification of benefits from automation and improvement ideas implemented across the unit.
SOLUTIONS
- Established standard process breakdown into measurable activities with processing time across all domains – Problems, Change, Incidents and Maintenance.
- Rigorous training of ops managers on capacity planning, work measurement and operations management.
- CPM dashboards were implemented with Action Planning and Governance for full proof execution.
BENEFITS
- Full visibility to workload drivers using capacity planning dashboards for all processes.
- Normalized demand to match capacity – ensured adherence to SLA.
- Quantified benefits from multiple initiatives using.
LEAN TOOLS USED
- Capacity planning
- Productivity Management
- Visual impact
- Mindsets and Behaviour