Alkira TechOps is a toolkit to simplify major events technology operations.
Spend less time setting up and more time operating at peak performance.
The TechOps Guide distills the best practices of major events technology operations into a single, clear reference guide.
Avoid having to start from scratch by building on solid foundations.
TechOps Overview
What's so special about major events technology operations
Technology Services
What are the major events technology services?
Support Model
Who does what?
Service Performance
Define and measure service levels.
Processes
What is the flow of service management activities?
Operational Readiness
Train, upskill and ready the team for operations.
An integrated set of leading SaaS tools to automate operations. Fast setup. Scale up / down easily. Integrate seamlessly. Pre-configured with major events in mind.
Technology Service Management
Automating ITSM processes and workflows to enable support teams
Service Monitoring
Complete monitoring of service levels and performance for applications, cloud, networks and devices.
Content Collaboration
Create and share information and knowledge easily in a single place to enable team collaboration
Operational Readiness
Planning and execution of Technology Rehearsals, Disaster Recovery Testing, Training & Tabletops
Automating ITSM processes and workflows to enable support teams
Manage ITSM Processes
Support ITlL processes including Incidents, Requests, Problems, Changes, Assets, Knowledge, Configurations, and more. It is configured for major events needs such as incident severity levels, SLA targets, major incident management, support groups, venues, change workflow and SLA dashboards.
Automate Workflows
Pre-built accelerators for common workflows including employee onboarding and offboarding, standard IT requests, auto-assignment of tickets based on shift schedules, group similar monitoring alerts, push high severity incidents and changes to Microsoft Teams or Slack, triage email requests based on keywords, and more. Enable Live Chat with the service desk team and automatically synchronise the Technology Service Catalogue with the CMDB.
Measure Service Performance
Measure SLAs, SLOs, and SLIs in real-time and drill down into specific issues with powerful analytics. Measure customer satisfaction on every ticket.
Using Jira Service Management
Jira Service Management by Atlassian supports the full breadth of ITSM processes. It is flexible, integrates easily with other tools and supports powerful automations. Jira Service Management is great value for money and has a continually improving product roadmap. Alkira is an Atlassian Solution Partner.
Complete monitoring of service levels and performance for applications, cloud, networks and devices.
Application Monitoring
Measurement of application performance, business logic, end-user issues, and service levels.
Cloud Infrastructure
Monitoring services in the cloud or on-premise data centers including compute, storage, database, containers, security, and cloud networks.
Network Monitoring
Measuring traffic flow, availability and performance of network nodes and paths.
Device Monitoring
PC’s, laptops, IoT sensors monitored to support a rapid response to device outage or to track usage.
Using Datadog
Datadog is one of the most comprehensive monitoring tools on the market and contains out-of-the-box integrations with a wide range of public clouds, SaaS applications, and IoT devices.
Create and share information and knowledge easily in a single place to enable team collaboration
Anyone can create, share and access
Content creation is simple, ensuring that everyone in the team can contribute to spaces and pages. Create and share procedures, team rosters, daily operations reports, team contact lists, lessons learned, guides, training material, role descriptions or whatever is important for the operations team.
Promote team collaboration
Team members can collaboratively edit pages and documents in real-time, give comments or @mention for peer review.
Powerful Content Management
Search, tagging & taxonomy, file versioning, ability to upload/download in multiple formats, Q&A communities, team calendar.
Using Confluence
Confluence by Atlassian allows teams to collaborate easily with a very quick learning curve. Anyone can create, publish, share and edit content with minimal training and support.
Planning and execution of Technology Rehearsals, Disaster Recovery Testing, Training & Tabletops
Technology Rehearsals
Our configuration of Jira simplifies the end-to-end management of Technology Rehearsals including scenario creation or import, approval, and planning, scenario execution, recording observations, daily reporting, and lessons learned. It has a powerful dashboard to track the important KPIs across all venues and services throughout the rehearsal.
Disaster Recovery Testing
Disaster recovery run books and test cases are prepared and then executed with the results tracked.
Training & Tabletops
Prepare compelling training material, assign courses to the operations team and track successful completion with quizzes and exams. Run scenario-based tabletop sessions with the operations team to improve knowledge of processes and team communications.
Using Jira for Tech Rehearsals and Disaster Recovery Testing
Jira Software by Atlassian is a flexible tool that supports a wide range of capabilities including test management and issue management. We have configured workflows for Technology Rehearsals and Disaster Recovery Testing. It is tightly integrated with Confluence and Jira Service Management.
Using Smart Courses for Confluence - LMS for training
This is a powerful training solution built on top of Confluence which enables the creation of compelling training content with text, video, images, web links, pdf files, quizzes and more. A course catalogue can be tailored to groups or users and all training progress tracked with clear metrics.
Basics
Accelerators
Tools
Integrations
Basics
Accelerators
Tools
Integrations
Basics
Accelerators
Tools
Integrations
Basics
Accelerators
Tools
Integrations
