Operational Excellence refers to a management mode that focuses on details, processes, and efficiency in business operations, in order to achieve excellent results. Operational excellence emphasizes continuous improvement, and focuses on improving business efficiency, customer satisfaction, and overall performance. In the process of enterprise digital transformation, based on cloud computing platform services, enterprises can quickly build new businesses, reduce business failure rates, continuously monitor business metrics, and improve business stability, allowing enterprises to focus more on their businesses. Overall, it mainly includes the following key areas:
The first key area of operational excellence is to determine the organization's operating model and organizational culture. When selecting an operating model, enterprises need to consider their own scale, needs, and budget to determine a suitable operating model. At the same time, it is important to build an organization with the ability to learn and master new knowledge, reflect and continuously improve, rapidly adjust and evolve, and foster strong team collaboration skills.
The second key area of operational excellence is to define the standard processes for IT operations in enterprises around incident management, change management, and problem management, combined with ITIL4 theories and best practices for enterprise digital transformation. Incident management is mainly about quickly resolving incidents that cause or may cause business interruptions and service quality degradation, reducing or eliminating the impact of interference factors that exist or may exist in services, to ensure the best service quality and service level agreements (SLAs). Change management is mainly to ensure that changes to services are recorded, evaluated, authorized, planned, tested, implemented, and verified in a controlled manner. Problem management mainly aims to determine the potential causes of incidents, in order to prevent problems and the reoccurrence of associated incidents, and to minimize the impact of unforeseeable incidents.
The third key area of operational excellence is to establish the technical platform for enterprise IT operations based on rapid and regular automation deployment and to drive the development of capabilities such as infrastructure as code, automated operations, and automated configuration, enhance the organization's ability to deliver applications and services at high speed. Compared to using traditional software development and infrastructure management processes, this enables organizations to develop and improve products more quickly.
The fourth key area of operational excellence is to build observable systems. In the era of cloud-native, there are frequent changes in architecture and application deployment methods. It is important to proactively discover problems by obtaining information from the system's internals. Building observable systems can help enterprises enhance their capabilities in problem discovery, analysis and decision-making, and problem solving.