Leveraging OKRs for Enhanced IT Application Maintenance and Support (AMS) Governance

Introduction

In the modern, fast-paced business environment, organizations are increasingly adopting cutting-edge technologies and methodologies to boost their IT Application Maintenance and Support (AMS) capabilities. Effective AMS is no longer merely about resolving technical issues; it also involves aligning IT processes with business objectives to deliver substantial value. This shift emphasizes not just operational efficiency but strategic alignment with the overall business vision.

As Peter Drucker insightfully put it, "Time is the scarcest resource and unless it is managed nothing else can be managed." This adage is especially pertinent in the realm of IT AMS, where time management and proactive governance can make the difference in operational success.

The Need for Business-Aligned IT AMS

Organizations must evolve past traditional IT support models to provide business-aligned AMS. This transition is critical for recognizing and responding to various business impacts, such as connecting overnight batch exceptions to relevant business modules. As such, organizations must also strive to manage hyper-care initiatives effectively, aiming for operational efficiency while maintaining continuity in business operations to reduce Total Cost of Ownership (TCO).

Despite the apparent straightforwardness of aligning IT AMS with business goals, the journey is often littered with governance challenges and unaligned stakeholder interests. Program Managers and Project Management Offices (PMOs) must navigate these complexities while realizing the benefits of outsourcing AMS.

Challenges in Traditional AMS Governance

As organizations adapt to changing landscapes, the governance of AMS programs faces substantial challenges across three critical layers:

1. Strategic Layer

At the strategic level, the leadership team, which includes business stakeholders and delivery heads, is tasked with delivering business operations at minimized costs while maximizing business value. Here, the primary governance challenges include:

• Ensuring all program goals align with the broader strategic vision.
• Achieving business value while minimizing risks.
• Establishing a prioritized roadmap for planning and execution.

2. Tactical Layer

The tactical layer focuses on program management, led primarily by Program Managers. Their responsibilities revolve around:

• Keeping the program operational and healthy.
• Effortlessly tracking, measuring, and monitoring program performance.
• Making informed, fact-based decisions swiftly.

3. Operational Layer

At the operational layer, project leaders and engineers are responsible for meeting service levels and addressing urgent issues. Common challenges at this level include:

• Managing service level agreements (SLAs) and system uptime effectively.
• Establishing clear roles and responsibilities for stakeholder engagement.
• Receiving recognition and rewards for their contributions.

These layered challenges necessitate a solution that enhances visibility and alignment among diverse stakeholders in the AMS program. This is where the OKR (Objectives and Key Results) framework can be transformative.

Introduction to OKR: A Tool for Effective Governance

OKRs are a strategic execution tool designed to break down an organization’s vision and goals into specific, ambitious, time-bound objectives and measurable outcomes (Key Results). Many organizations underestimate the potential of OKRs in elevating AMS program governance. Implementing OKRs enables:

• A unified focus on AMS objectives at the strategic layer.
• Enhanced stakeholder engagement and alignment across various departments.

How OKRs Can Reshape AMS Governance

To interlink AMS programs with OKRs effectively, organizations can follow these straightforward steps:

1. Set Program Objectives and Success Criteria: Define high-level objectives for AMS initiatives as OKRs.
2. Align and Assign Roles: Allocate roles and responsibilities to ensure clear accountability.
3. Establish Milestones: Create actionable milestones for each activity incorporated in the AMS framework.
4. Track Progress: Implement systematic tracking of progress across all departments involved.
5. Diagnose Issues: Use tracking to identify problematic areas quickly and accurately.
6. Monitor Activities: Maintain oversight on the completion of every activity and its alignment with the initial plan.
7. Assess Plan versus Reality: Evaluate actual results against projected outcomes to understand any deviations.

Sample OKRs for AMS

To illustrate the practical application of the OKR framework in AMS, here are some sample OKRs that organizations can adopt:

Objective 1: Maintain Resolution SLA of Level 2 Tickets

• Target Date: Q2-2022
• Key Results:
  • 100% of Priority 1 (P1) incidents resolved within 90 minutes.
  • 95% of Priority 2 (P2) incidents resolved within 160 minutes.
  • 93% of Priority 3 (P3) incidents resolved within 2 days.

Objective 2: Meet Level 2 Support Expectations

• Target Date: Q2-2022
• Key Results:
  • Increase Multi-Factor Authentication (MFA) Customer Survey score from 7 to 9.
  • Alert on Failure Mode and Effects Analysis (FMEA) items with scores above 120.
  • Create incidents within 20 minutes of detection.

Objective 3: Improve Support Efficiency Through Shift-Left Approach

• Target Date: Q2-2022
• Key Results:
  • Create Standard Operating Procedures (SOPs) for frequent incidents.
  • Achieve 40% of incidents resolved by Level 0 (L0) and Level 1 (L1) support.
  • Reduce manually resolved incidents by at least 5% quarter-over-quarter.

The Business Benefits of OKRs for AMS

Adopting OKRs in the context of AMS can deliver a myriad of business benefits, including:

• A clear value proposition to govern AMS programs.
• Enhanced alignment on the scope of AMS between clients and service providers.
• Improved performance reviews during critical phases like hyper-care.
• Regular assessments of improvement initiatives and project activities.
• Increased visibility into business outcomes and impacts.
• Establishing a Center of Excellence in thought leadership within AMS.
• Strengthened governance structures based on data-driven decision-making.
• Proactive tracking of performance metrics.
• Boosting throughput among IT and Engineering teams.

Conclusion

To remain competitive and efficient, organizations are encouraged to utilize the OKR framework for governing AMS. By aligning AMS initiatives with organizational objectives, companies can foster greater focus, prioritization, and transparency. Through consistent and intelligent implementation of OKRs, organizations can not only enhance operational efficiency but also future-proof their AMS strategies.

Explore AntOKR: Your Partner in OKR Management

If you're ready to begin your journey with OKRs, consider AntOKR – an innovative OKR management tool designed to streamline your goal-setting process. AntOKR provides a user-friendly interface, enabling organizations to manage their OKRs effectively, ensuring alignment and transparency throughout the entire organization. Schedule a free demo today to see how AntOKR can assist in reaching your business goals more efficiently than ever!

Get Started with AntOKR

Don't wait any longer; start your journey towards effective OKR management with AntOKR for free today!