For a long time, the IT department was considered a separate department within the company, relegated to a maintenance and technical support role. But in the era of major digital changes, the IT Department is facing new challenges, and its organization and the structuring of its various business lines are being profoundly modified.
More than just a tool used to support employees, IT services are now a driver of innovation and growth. The role of the IT department within the company has therefore gradually evolved into that of a fully-fledged, high value-added partner at the service of the business. As proof of the versatility of IT network operation, supervision and support jobs, there are many different names for them and a wide range of qualifications.
The main tasks of the ISD teams include:
- Infrastructure management (systems and networks): installation and commissioning of equipment, maintenance and supervision of network and equipment, analysis of malfunctions and implementation of corrective measures.
- Management of business applications: development and implementation of solutions that meet the needs of employees and businesses.
- User support: training, assistance, etc.
- Development of new tools and solutions.
The organization of the IT department naturally varies according to the size and orientation of the company, but it is now at the heart of its strategy by being a partner capable of proposing solutions adapted to the various problems and driving innovation.
The proper functioning of a company's IT systems is now an essential element for its development, so the supervision professions operate at all levels:
- Monitor the status of the network, infrastructure and machines.
- Monitor applications and business processes.
- Report and alert on the normal and abnormal functioning of the computer systems and propose solutions for improvement.
In addition to maintenance and repair in the event of a service malfunction, supervision experts (operating system administrators, network supervisors, systems engineers, support engineers, IT maintenance technicians, etc.) must be in constant contact with the rest of the business players involved in the operation, development and support of IT networks, and be a driving force for innovation.
The implementation of increasingly innovative monitoring solutions allows monitoring experts to have an overview of the network and IT services of their company and to be a force of proposal as to the improvements to be made thanks to precise reports that they can share with their colleagues.
At a time when the IT department must reinvent itself to meet the growing needs of the company in terms of innovation and competitiveness, effective and ongoing supervision makes it possible to mobilize more budget and skills on development and innovation projects.
Beyond supervision, an effective communication tool to manage and share service issues with operational managers.
IT is at the heart of the production of almost all services in a company. Availability has become a productivity issue, which creates tensions between operational services and IT services, which are always expected to be more available. Cooperation and understanding of mutual issues is now an integral part of the CIO's missions.
Monitoring, and in particular the simplified and visual reports that have been developed in recent years, provide access to factual and more understandable communication for operational managers. By bringing them to the understanding of the system and the stakes, by showing them the figures and the facts, by allowing them to have a better vision of their IT equipment and the possible investments to complete, the operational managers can support the IT stakes to improve the productivity of the company.
A complementary approach to IT supervision at the service of users and production.