- Executive Support
- Analyzing Meaningful Metrics
- Proactive Approach
- Call Management
- Employee Empowerment
- Well-Developed Standards
- Well-Trained Employees
- Well-Equipped Employees
- Robust Processes
- Effective Use of Technology
- Integrated Systems-Management Functions
- Harris Kern's Enterprise Computing Institute
11: Integrated Systems-Management Functions
World-class infrastructures go beyond just having well-designed systems management functions. The leaders of these organizations know how to select and integrate any number of these disciplines. There are several pairs of these processes that naturally go together. Problem management and change management is one pair; performance/tuning and capacity planning are another, with storage management and disaster recovery a third.
All of these 11 criteria represent characteristics most often found in robust, world-class infrastructures. Not every criterion may be exhibited to its fullest extent, but having the majority of these attributes present in some manner typically puts an infrastructure on the path to excellence.