IT Operations Manager's Key Role: From Technician to Digital Intermediary!

In many companies, the operation of an IT infrastructure is no longer a priority; a functioning interface between company stakeholders and external service providers is more important. IT operations specialists, until now primarily excelling through technical skills, will increasingly have to distinguish themselves as service integrators and intermediaries.

  #Automation   #Governance Risk Compliance   #IT Strategy   #Service Delivery Management   #Service Level Management   #Target Operating Model  
Renato Petrillo
+41 58 510 17 38


Rapidly advancing digitalization, with the increased utilization of cloud technologies and automation of processes, is changing the way IT is delivered across the enterprise. IT operations teams are responsible for running operational IT platforms and the applications deployed on it. This requires both expertise and organizational skills. In the digital age, demands on business IT infrastructures are constantly increasing - applications must run faster, safer, and more stable than ever before, with fewer staff and at lower cost. Cloud technologies contribute enormously to increased performance and IT availability, but are complex and demanding. This is where automation comes in.


Automation on at least two levels

Automation is being introduced on at least two levels: both in business processes along the entire value chain and in IT operations management. Technical adjustments to the IT infrastructure still undertaken manually today will soon be replaced by automatic processes, as traditional service management tasks will be supported by digital technologies. Machine learning, chatbots, and artificial intelligence will contribute to the efficient handling of IT operations at the service desk. Experts assume that in the near future most technical tasks will be automated or completely eliminated - which in turn calls for additional qualifications in IT operations management: Operations managers will then become recipients as well as agents of services and will function as service managers and integrators who must ensure and coordinate the entire service chain. IT operations management will certainly not disappear, but will become one of the critical functions for companies in the digital age.


Structural changes to benefit customers

Such structural changes will not only affect operations managers, but also generate concrete benefits for customers. These include: greater cost efficiency through standardization and automation in the data center, professional service management, monitoring and reporting from a single source, as well as improved willingness to innovate and the rapid implementation of projects. At the end of the day, the aim is to create more efficiency, competitiveness, and profit through digital innovation.

In order for IT operations management to succeed, UMB offers support in the areas of business transformation, operational excellence, and transformation technology. All services are provided from a single source. Please contact me for additional information.