SD-17.10 — IT Operations & Workplace

Business Domain: BD-17 Corporate Services & Resources (Cross-cutting — corporate) · Applies: BOTH

Purpose

The firm’s capability to run the technology it has built — IT infrastructure and cloud platforms, IT service management, day-to-day production operations, end-user services and workplace technology. SD-17.10 is the run layer of the firm’s CTO / CIO function. It receives deployable artefacts from SD-17.9 Application Portfolio & Engineering and operates them against the architecture standards SD-17.7 sets. SD-17.10 is universal — every archetype runs technology; the weight on this Service Domain scales with the engineering-significance of the firm’s estate (heaviest for index managers at platform-systemic scale and quantitative hedge funds; substantial for every other archetype).

Service Operations

Operate IT infrastructure and cloud platforms — provision, run and capacity-manage the compute, network, storage and cloud platforms the firm’s systems depend on.
Run IT service management — service desk, incident management, problem management, change management, release management. The ITIL practice.
Run production operations — the day-to-day operation of production systems: on-call rotas, observability and alerting, run-book execution, incident response. The continuous running of the estate.
Provision and support end-user technology — the firm’s devices, identity and access for the human workforce, collaboration tooling, productivity-software platform.
Manage workplace technology — the firm’s office and remote-working technology: meeting rooms, collaboration spaces, voice and video infrastructure.

Inputs and outputs

Inputs: deployable artefacts from SD-17.9 (the build pipeline output); architecture standards from SD-17.7; security controls and operational-resilience requirements (SD-14.5, SD-14.6); demand from every Business Domain that consumes the running estate.
Outputs: the running production estate, the operational metrics, the change and incident record, the end-user and workplace services — consumed by every Business Domain (which runs on the estate), by SD-14.5 / SD-14.6 (whose controls observe the running estate), and by SD-17.8 (for the outsourced-IT-services oversight thread).

Entities

Consumes: E-15 Document Metadata; the reference entities; the SD-14.5 security controls and operational-resilience requirements; the SD-14.6 security controls and operational-resilience requirements; the SD-17.7 architecture standards; the SD-17.9 deployable artefacts.
Owns: none — the change-management record, the incident record and the production-asset register are candidate entities.

Standards

ITIL — the IT service-management framework.
The Site Reliability Engineering (SRE) book (Google) — the practitioner reference for operating production at scale, including service-level objectives, error budgets and the toil-vs-engineering trade-off.
The Cloud Native Computing Foundation practitioner stack — Kubernetes, observability (OpenTelemetry, Prometheus), the cloud-native operations toolset, where the firm runs cloud-native systems.
DORA (the EU Digital Operational Resilience Act, Regulation (EU) 2022/2554) — its ICT-operations, change-management, incident-classification and ICT-third-party-monitoring requirements shape the day-to-day running of the estate; the resilience-testing control over the production services belongs to SD-14.6 Operational Resilience & Business Continuity. (Distinct from the DevOps-Research-and-Assessment “DORA metrics” cited under SD-17.9 — same acronym, unrelated bodies.)

Open extensions

The change-management and incident records as modelled entities.
The production-asset register entity.
The service-level-objective (SLO) sub-model — SLOs against business capabilities, error budgets, and the resilience-and-quality boundary with SD-14.6.