DWS Service Desk Rescue Series: The 7 First Line Management Systems To Drive Operational Stability

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First Line Managers are the backbone of any organization. They are the key to an organization’s success. They directly manage and have great influence over employees who perform day-to-day operational work, so their ability as a manager relies heavily on how well they can effectively engage with these workers or “team members." So it's important that they're chosen wisely!

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First line managers must show themselves as being robustly able to implement management systems that focuses not only short term issues but also long term goals. This will allow your team, room for improvement by stabilizing operations within any given environment while continuously driving improvements through employee development programs--which are proven methods in improving performance levels.

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This will ensure stability not only now but down into future years too - enabling your team members to thrive because you've given them adequate tools for success from Day 1. The importance here isn't just having good skills; rather what drives these professionals forward is how engaged everyone feels about his/her role.

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FLM1 – Roles & Responsibilities Management - The  objective of the Roles and Responsibilities  Management  process is to ensure that all staff are fully aware of their roles, function,  and responsibilities in the workplace. This system provides a reference  framework of core roles and a template to document specific roles that every  organization should implement to establish an optimized unified delivery  model.

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FLM2 – Processes & Procedures Management - The  objective of the Processes & Procedures  Management  process is to ensure that information fundamental to the team's success is  captured and communicated, performed in a consistent way that meets the needs  of the organization, and is reviewed at established intervals for currency.

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FLM3 – Meetings Management - The  objective of the Meetings Management process  ensures  that meetings which are an important part of how work gets done are  documented and executed.

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FLM4 – Technology & Tools Management - The  objective of the Technology & Tools Management  process is to provide a a  simplified, stable, and predictable technology platform that can benefit the  organization and its support teams in providing improved service to its  customers and having systems that have greater uptime and availability and  more resiliency.  It  ensures that all Technology is planned, sized, approved, tested and deployed  across the support Infrastructure.

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FLM5 – Reporting & Measurements Management - The  objective of the Reporting & Measurements  process focuses on establishing reports that focus on internal and external  operational and service level results. It is designed to provide information  to both IT teams and Business to ensure informed decisions are being made. It  allows both teams to track and trend performance and make any corrective  changes.

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FLM6 – Analytics & Optimization Management - The  objective of the Analytics & Optimization  process is to harvest various datasets to gain insights into the historical  performance of the area being reviewed. The insights are used to develop  foresight about how to reshape the go-forward strategy to drive operational  improvements.

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FLM7 – Continual Service Improvement Management - The objective of the Continual Service Improvement  process is to leverage the Reporting & Measurements, Quality Management,  Knowledge Management, and Training Management processes to drive the Shift  Left strategy in the organization. The ultimate  goal  is to increase End User uptime and availability by driving issues towards End  User Self Enablement, Automation, and Self-Healing.

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The Operational Management, First-Line Management, Upline Management, Governance, and People Management systems are essential in ensuring operational stability and helping the business achieve its goals and objectives, and, overcome its challenges.

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