Operation Management Essentials For Application Services

Overview

This 2-day programme will cover the essentials of real-world operations management to ensure the smooth running of production applications.  It will include proactive best practices to avoid application incidents (whether big or small), and best practices to quickly resolve and minimise the impact should incidents occur.

With the growing dependence of organisations on IT applications for critical business functions, effective operations management is increasingly important, as incidents can have major widespread adverse impact (e.g. highly publicised system issues for some Singapore organisations, such as banks and even government agencies, in recent years).

The programme will be helpful to all ICT and SS staff who are involved in operations/maintenance management or have responsibility for BAU SLAs (e.g. availability, online response time etc).

The programme will start with real-world best practices to manage and resolve incidents quickly and effectively (even for difficult incidents such as Circle Line signal system incident which was finally resolved by a govt agency, after unsuccessful attempts by many others over a 2-month period).  The course will then progress to more proactive operations management methods that will help reduce the occurrence of incidents in the first place – for example, one of the aspects covered include how to prepare the system and processes so as to avoid high-impact issues such as failure of systems during popular launches (e.g. highly-anticipated new government programmes that many citizens rush to sign up upon launch – similar to concert bookings for popular international stars and the related publicised system failures which we wish to avoid).  The course will also cover how to utilise latest practices such as DevSecOps to make operations management more effective.

Note that you can take this programme on its own without any need to take an ITIL course first (ITIL is the international best practices framework for operations management).  For those who have already taken ITIL courses, this programme is also valuable in providing guidance on real-world effective implementation of ITIL practices.

Some comments from past participants for this course:

• “All the content is applicable to my day to day work. It helps to ground my knowledge and understanding of practical ops management.”
• “Chance to learn many new operations-related concepts for future projects.”
• “The contents were great - so much covered in a short time.”