Home �   ITIL�  Index

Bridging the Gap Between Development and Operations

Dec 5, 2008

Valerie Arraj


Collaboration in the design process: The drive toward improved business value with greater IT efficiency and manageability requires an alliance between AD and IT operations in the design process. Both organizations need to work toward the common goal of building high-value business services that can meet or exceed service level commitments. Application architecture as well as operational requirements which include application topology, component configuration, application manageability through instrumentation, and resource utilization must be reviewed by both AD and IT operations collaboratively. This should include mechanisms to enable automated monitoring and administration of the business service in its entirety – not just the underlying architectural components.

In addition, once business services have been deployed for a period of time, IT operations should provide feedback to the AD organization in order to promote continuous improvement to the design process. Metrics would include number and type of incidents for which there were no instrumentation points or adequate recovery procedures and recurring incidents indicating systemic problems in the AD lifecycle.

The gap between AD and IT operations makes IT’s service level commitments to the customer unattainable. Bridging this gap starts with looking at the complete architecture of the business service: the application layer and all the underlying infrastructure components. Put EA strategies in place that promote both time to value and manageability in a cost-effective manner and look across services that leverage shared resources. In order to prepare for service levels, discuss and address operational requirements such as availability, performance, security and continuity. Collaboration between AD and IT operations in the design stages of all new initiatives is a key factor to success.

Valerie Arraj is principal and managing partner for Compliance Process Partners, an IT compliance focused consulting and training company that uses service management and control objectives to help organizations lay the groundwork for compliance to regulatory and governance guidelines.