DWS Service Desk Rescue Series: The 23 Operational Management Systems To Drive Operational Stability

June 7, 2022

DWS Service Desk Rescue Series: The 23 Operational Management Systems To Drive Operational Stability

Operational Management is one of the four most important management systems, which also include First-Line Management, Upline Management, and People Management.

It is a crucial component of every organisation and plays an essential role in its success.

The organization's capacity to guarantee product uptime and availability is impacted by operational management. It guarantees that internal clients are able to conduct their job productively, as well as that the product and services are accessible for purchase by external clients.

Despite the fact that the fundamental function of Operations Management is to keep the lights on, a crucial aspect of Operations Management is to also promote Continual Improvement. It accomplishes this by discovering new methods to reduce expenses and by offering a platform for sales teams to enhance revenue.

In a recent blog, we discussed the 15 fundamental steady-state operational management processes; now, we will discuss the 23 additional operational management processes and examine one in further depth.


In the context of IT operations, we will take a deeper look at the knowledge management process. 


This process ensures that all employees have adequate resources to understand and resolve the issues promptly, and in a consistent way. It ensures the availability of a centralized tool with content creation processes, appropriate workflows, review and approval processes, audit processes, etc. and, is accessible by both the IT, business, and the end-users.


Knowledge Management plays an essential role in increasing productivity and efficiency, improving the resolution times,improving customer satisfaction, improving the employee's skill levels, and reducing the number of incidents through proactive mining of incident data and updating self-help portals so end-users can take advantage of helping themselves.


Let us know your thoughts on this blog post in the comments below!

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