A Jñāna Optimized Unified Delivery Model utilizes the Tools Management Systems to ensure that each tool currently used is described in detail, as well as how it is deployed, configured, and functioning with the expected skill levels for the staff that are eligible to use it. This system provides a reference framework of core base tools and a template to document department specific tools that every organization should implement to establish an optimized Unified Delivery Model.

Each employee needs to be provided with the appropriate set of tools in order to execute their roles and responsibilities. They also need to be trained on the tools; assured that the tools are configured and functioning as per requirements and support is available for any issues. Having the right tools and the knowledge to use the tools effectively is critical to successfully executing the job.

The Objective of the process:

Provide a management system for all the tools being used in the environment that ensures the tools are available, functioning as designed and needed, have the support in place and all staff have the training needed to use the tools.

Sample list of benefits:

• Provision of reports for employees and management
• Provision of dashboards for employees and management
• Work intake tool functioning as designed
• Billing tool functioning as designed

Sample list of observations:

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• Performance Issues with work intake tool.
• Work Intake tool not configured optimally to document and classify issues.
• Issues With monitoring tools (Server, Storage, Network, Firewalls, etc.)
• Issues With dashboarding tools
• Issues With billing tools
• Issues With financial management tools
• Issues With reporting tools
• Support For various tools not identified
• Documentation For usage of tools not available

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Sample list of recommendations:

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• Ensure work intake (ticketing) tools performance meets expectations. Look into lagging or slowness issues.
• Ensure the tool has the proper classification/categorization matrix.
• Ensure the drop down/select lists are cleanup to remove duplication, incorrect, or redundant lists.
• Ensure monitoring tools are in place and properly configured to monitor and detect issues across compute, storage and network domains.
• Ensure dashboarding tools reflect the views that are being requested by employees and management.
• Develop architectural diagrams for the support environment. High-level and low-level designs.
• Enlist the support of a dedicated or shared architect.
• Conduct resilience studies (BIA, SPOF, etc.) to assess for the resiliency of the environment.
• Establish a Performance & Capacity Management system
• Establish a Monitoring & Alerting and Event Management system
• Establish A Firmware and Patch Management (Currency) system

Assessment Questions:

• Do you have the necessary technology and tools to execute your role?
• Do the tools have the necessary features and functions?
• Do you have access to all the tools?
• Have you been trained on the tools?
• Is there support for the tools?
• Are there any technology barriers impacting your ability to execute your role?
• Provide thecatalog of all the technology and tools you use to perform your role?
• Do You have an Enterprise Architect or Domain Architect(s)?
• Do You have a documented Enterprise Architecture that is reviewed at a setschedule?
• Do you have high level and low-level designs documented of your architecture?
• Do you have an Architecture Review Board and how do you use that board?
• Do you have a Design Authority that takes an End to End view and is separate from other teams it has governance over?
• Do you conduct proactive HealthChecks?
• Have you conducted a Business Impact Analysis?
• Have you conducted a Single Point of Failure Analysis?
• Have you conducted a High Availability / Resiliency Analysis?
• Do you have Application Dependency Mapping?
• Do you have Application Performance Monitoring?
• Do you have Application Modernization Studies?
• Do you have Dashboards?
• Do you have Test, Dev,Stage, & Prod Environments and do you use them as designed?
• Do you have a Technology Roadmap Management system and who owns that system?
• Do you have a Disaster Recovery plan?
• Do you have a Backup And Recovery plan?
• Do you have a Performance & Capacity Management system?
• Do you have a Test Management system?
• Do you have a Configuration Management system?
• Do you have a Monitoring & Alerting Management system?
• Do you have an Event Management system?
• Do you have a Currency/Firmware/Patch Management system?
• Do you have a Network Management system?
• Do you have a Computer Management system?
• Do you have a Storage SAN Management system?
• Do you have a Mainframe Management system?
• Do you have a Database Management system?
• Do you have a Middleware Management system?
• Do you have a Messaging Services Management system?
• Do you have a Tool Management system?
• Do you have a Telephony Management system?
• Do you have a Software Management system?
• Do you have a Hardware Lifecycle Management system?
• Do you have an IT Resource & Asset Management system?
• Do you conduct Data Auditing & Cleansing?
• Do you have any Legacy Transformation initiatives?
• Do you have a Demand Management system?
• Do you conduct Process Transformation?
• Do you have any Automation / Self-Enablement / Self-Healing systems in place?
• Do you have a Cloud Management strategy?
• Do you have an Analytics Management strategy?
• Do you have an Artificial Intelligence/Cognitive Management system?

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