Representative End User Clients
Representative Automation Clients
Representative Software Clients
The cost and quality of IT Operations
To improve information technology’s effectiveness in fulfilling business needs at competitive cost, many industrial organizations now apply processes from the IT Infrastructure Library (ITIL) to benchmark their own IT performance against KPIs. As more and more companies outsource selected IT activities to be able to deal more efficiently with varying workloads and domain areas, they also need to benchmark the performance of these outsourced IT processes.
Outsourced Services for Operations IT
More recently, the need has also arisen for companies to be able to benchmark the performance of outsourced services related to activities related to operational technology-related manufacturing operations management (MOM).
While, in the past, performance was mainly measured by response and resolution times; to a great extent this dialog can help transform reactive support and bug fixing into proactive activities. These can range from improving documentation to increasing stability and reliability for maintenance and major releases alike.
The implication here is that the performance is measured by different KPIs. ITIL processes are the common language in those discussions and KPIs can be agreed upon process by process. ARC found that outsourced IT services mainly concern the ITIL service operations and service planning processes.
IT/OT Convergence
With increasing convergence between IT and OT in industrial organizations, ARC believes this emerging trend will become more important in the future, with practices increasingly adopted by smaller players. Questions remain however. For example, will these practices remain focused on IT for operations, or will these practices penetrate the actual automation domain as well due to IT/OT convergence and the emergence of smart manufacturing and Industrial IoT? Performance management and governance should be applied across IT and OT, from automation via operations IT, to classical enterprise IT.
The full report is available here, and contains details on benchmarking, maturity modeling, and recommendations for manufacturers.
To improve information technology’s effectiveness in fulfilling business needs at competitive cost, many industrial organizations now apply processes from the IT Infrastructure Library (ITIL) to benchmark their own IT performance against KPIs. As more and more companies outsource selected IT activities to be able to deal more efficiently with varying workloads and domain areas, they also need to benchmark the performance of these outsourced IT processes.
Outsourced Services for Operations IT
More recently, the need has also arisen for companies to be able to benchmark the performance of outsourced services related to activities related to operational technology-related manufacturing operations management (MOM).
While, in the past, performance was mainly measured by response and resolution times; to a great extent this dialog can help transform reactive support and bug fixing into proactive activities. These can range from improving documentation to increasing stability and reliability for maintenance and major releases alike.
The implication here is that the performance is measured by different KPIs. ITIL processes are the common language in those discussions and KPIs can be agreed upon process by process. ARC found that outsourced IT services mainly concern the ITIL service operations and service planning processes.
IT/OT Convergence
With increasing convergence between IT and OT in industrial organizations, ARC believes this emerging trend will become more important in the future, with practices increasingly adopted by smaller players. Questions remain however. For example, will these practices remain focused on IT for operations, or will these practices penetrate the actual automation domain as well due to IT/OT convergence and the emergence of smart manufacturing and Industrial IoT? Performance management and governance should be applied across IT and OT, from automation via operations IT, to classical enterprise IT.
The full report is available here, and contains details on benchmarking, maturity modeling, and recommendations for manufacturers.