14 Step Programme: http://www.wikihow.com/Manage-Geeks On Thu, 26 Apr 2012 08:30:11 +1200, "Gareth Davies" wrote: Hello everyone, I know most posts to this list are more technical than philosophical but I thought this question might be relevant to the list. Many of you are probably in charge of operations for a company and I was wondering how people approached the day to day running of their ICT teams. I am currently studying ITIL foundations which attempts to help you develop a frame work that fits your company. Has anyone else found this useful? Some points of interest: - Standard operation procedures - Escalation processes - Incident and resolution reports - How do you monitor? Do you monitor everything and sort through it? Or do you focus on machines/hardware or do you focus on the service? - Are there any third party auditing frameworks you strive to match like SAS70/SSAE/PCI? Is it worth it - How do you report failures/targets/capacity to the business? - How do you see Ops teams in 5-10 years? GARETH DAVIES Systems Administrator - Web Applications DD +64 9 574 0123 EXT 8465 WWW.FPHCARE.COM _______________________________________ This e-mail and any attachments may contain confidential information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.