5 Secrets to Becoming The Best IT Operations Manager is a two part series that addresses key elements that will help an IT Ops Manager improve the services he/she is providing to the organization. Part 1 was published here on Monday. Part 2 is published below.

-4- Don’t Let Complexity Kill You

With the explosion of IT consumerization, the increasing diversity of systems, applications, and data generated, adds more complexity to the IT infrastructure every day.

Faced with environments that are becoming increasingly complex, IT teams need to have a clear view of what is happening, has happened, or could happen in the future.

More complexity requires more visibility.


Endpoint and User IT Analytics is the missing link that provides visibility of endpoint and network services from the end-user perspective.

Understanding the context of use is just as important as the quality of applications. By analogy, a perfectly tuned car will not reach its full potential in a traffic jam nor in the pouring rain.

Do you have users logging in after-hours? Sure you do – no problem, right? But what if those users are logging in, sending large print jobs to a printer and then logging off? This could be a potential insider threat. The data actually exists – but where do you find it?

Having a tool that can see and alert to this type of behavior is just one example of distilling actionable data from a sea of otherwise unrelated complexity. Increasingly, Endpoint and User IT Analytics are being used by more organizations to cut through the volumes of performance and connectivity related data to solve problems and be more proactive.

-5- Plan, Implement & Measure Better

Change management is a core principle of ITIL. It tries to ensure that standardized methods and procedures are followed to enable efficient handling of all IT related change requests.

Minimizing disruption and having the end-user perspective before, during and after any change is crucial.


Let’s take, for example, a Microsoft Office update: having information about the installed Office application is not enough to build a plan that will ensure a seamless update.

IT needs to understand the context, use, and connections made by the application to ensure these connections will still be available with the new version.

IT must ensure that all workstations are ready to support the new version, configuration, and health status – a workstation that struggles with Office 2003 may not support an upgrade to release 2013 in terms of CPU, RAM etc.