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Optimize the IT Operations Center

Stop burning budget on non-value adding activities.

  • Your team’s time is burned up by incident response.
  • Manual repetitive work uses up expensive resources.
  • You don’t have the visibility to ensure the availability the business demands.

Our Advice

Critical Insight

  • Sell the project to the business.
  • Leverage the Operations Center to improve IT Operations.

Impact and Result

  • Clarify lines of accountability and metrics for success.
  • Implement targeted initiatives and track key metrics for continual improvement.

Optimize the IT Operations Center Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should Optimize the IT Operations Center, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Lightning Phase: Pluck Low-Hanging Fruit for Quick Wins

Get quick wins to demonstrate early value for investments in IT Operations.

3. Define accountability and metrics

Formalize process and task accountability and develop targeted metrics.

5. Launch initiatives and track metrics

Lay the foundation for implementation and continual improvement.

Member Testimonials

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.




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Guided Implementation




Onsite Workshop: Optimize the IT Operations Center

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Check Foundation

The Purpose

  • Ensure base maturity in IT Operations processes.

Key Benefits Achieved

  • Verify that foundation is in place to proceed with Operations Center project.




Evaluate base maturity.

  • IT Operations Center Prerequisites Assessment Tool

Module 2: Define Accountabilities

The Purpose

  • Define accountabilities for Operations processes and tasks.

Key Benefits Achieved

  • Documented accountabilities.




Pluck low-hanging fruit for quick wins.

  • Project plan

Complete process RACI.

  • Process RACI

Complete task RACI.

  • Task RACI

Module 3: Map the Challenge

The Purpose

  • Define metrics and identify accountabilities and gaps.

Key Benefits Achieved

  • List of initiatives to address pain points.




Define metrics.


Define accountabilities.


Identify gaps.

  • IT Operations Center Gap and Initiative Tracker

Module 4: Build Action Plan

The Purpose

  • Develop an action plan to boost KPIs.

Key Benefits Achieved

  • Action plan and success criteria.




Prioritize initiatives.

  • IT Operations Center Initiative Prioritization Tool

Module 5: Map Out Implementation

The Purpose

  • Build an implementation plan for continual improvement.

Key Benefits Achieved

  • Continual improvement against identified metrics and KPIs.




Build implementation plan.

  • IT Operations Center Continual Improvement Tracker

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Need Extra Help?
Speak With An Analyst

Get the help you need in this 4-phase advisory process. You'll receive 7 touchpoints with our researchers, all included in your membership.

Guided Implementation #1 - Get buy-in
  • Call #1 - Discuss current state.
  • Call #2 - Review stakeholder presentation.

Guided Implementation #2 - Define accountability and metrics
  • Call #1 - Review RACIs.
  • Call #2 - Review metrics.

Guided Implementation #3 - Assess gaps and prioritize initiatives
  • Call #1 - Discuss gaps.
  • Call #2 - Discuss initiatives.

Guided Implementation #4 - Launch initiatives and track metrics
  • Call #1 - Review plan and metric schedule.


Derek Shank


  • Cyrus Kalatbari, IT Infrastructure/Cloud Architect
  • Derek Cullen, Chief Technology Officer
  • Phil Webb, Senior Manager, Unified Messaging and Mobility
  • Ritchie Mendoza, IT Services Delivery Consultant
  • Rob Thomson, Solutions Architect
  • 2 anonymous contributors
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