Operations Management

Zarządzanie codziennymi operacjami IT: procedury, zadania powtarzalne, finanse (WHMCS), klienci, raporty, alerty i komunikacja. Centralna kontrola nad wszystkimi aspektami biznesu.

Procedures
Knowledge Base
Standardized workflows
WHMCS
Customer & Finance
MRR, ARR, Health Score
Automated
Reports & Alerts
Daily, Weekly, Monthly

System Components

IT Procedures

Baza wiedzy procedur z kategoriami hierarchicznymi, execution tracking, repetitive schedules (daily, weekly, monthly).

  • • Procedures CRUD
  • • Executions History
  • • Cron-like Schedules
  • • Overdue Alerts

Business Finances

WHMCS integration: Revenue Dashboard (MRR, ARR, Growth), Invoices (outstanding, aging report), Product margins, Customer LTV.

  • • MRR/ARR Tracking
  • • Invoice Aging
  • • Profit Margins
  • • LTV:CAC Ratio

WHMCS Customers

Customer 360 view: Contact info, invoices, products, domains, tickets, activity. Customer Health Score (0-100) z proactive engagement.

  • • Client Details Page
  • • Health Score (0-100)
  • • At Risk Alerts
  • • Payment History

Reporting & Analytics

Automated Reports (Daily 08:00, Weekly Monday, Monthly 1st). Custom Report Builder z multiple data sources i export (PDF, CSV, Excel).

  • • Scheduled Reports
  • • Custom Builder
  • • Multi-format Export
  • • Email Distribution

Alerts & Notifications

Central alert hub z multiple sources (Infrastructure, Security, Domains, CI/CD, Business). Alert Rules Engine z throttling i escalation.

  • • Multi-source Alerts
  • • Rules Engine
  • • Throttling (anti-spam)
  • • Escalation Levels

Activity Log

Centralized event log dla audits. User actions, resource changes, timestamps, IP addresses. 90-day retention z export do CSV.

  • • Full Audit Trail
  • • Search & Filter
  • • 90-day Retention
  • • CSV Export

IT Procedures

Hierarchical Categories

Organized structure dla wszystkich procedur:

Infrastructure
→ Backup (Daily Backup, Weekly Full, Monthly Archive)
→ Monitoring (Alert Response, Dashboard Review)
→ Network (Router Config, Firewall Rules)
→ Security (Patch Management, Audit Logs)
Development
→ Code Review (PR Guidelines, Security Scan)
→ Deployment (Production Deploy, Rollback)
→ Testing (Unit Tests, Integration Tests)
Business
→ Finance (Invoice Processing, Revenue Reports)
→ Customer Support (Ticket Handling, Escalation)
→ Reporting (Monthly KPIs, Quarterly Review)

Execution Tracking

Historia wykonań z pełnymi szczegółami:

Daily Backup - Production DB
Executed by: admin@company.com
Success
2024-10-21 02:15:23 | Duration: 12m 34s
Security Patch - Ubuntu Servers
Executed by: sysadmin@company.com
Partial
2024-10-20 15:30:10 | Duration: 45m 12s
Production Deploy - API v2.1.5
Executed by: devops@company.com
Failed
2024-10-19 18:45:00 | Duration: 3m 21s

Repetitive Procedures (Cron-like Schedules)

Procedure Frequency Next Execution Last Status Alert
Daily Backup Daily at 02:00 2024-10-22 02:00:00 Success -
Weekly Security Scan Weekly on Monday 2024-10-28 06:00:00 Success -
Monthly Invoice Review Monthly on 1st 2024-11-01 10:00:00 Success -
Certificate Renewal Check Daily at 06:00 Overdue (missed) Failed ⚠ Overdue

Business Finances (WHMCS)

MRR
$45,320
Monthly Recurring Revenue
↑ 12.5% MoM
ARR
$543,840
Annual Recurring Revenue
↑ 18.3% YoY
Outstanding Invoices
$12,450
Unpaid + Overdue
23 invoices
Churn Rate
3.2%
Customer Lost / Month
↑ 0.8pp vs last month

Invoice Aging Report

0-30 days $5,200
30-60 days $3,850
60-90 days $2,100
>90 days $1,300

Revenue per Product

Product Revenue Margin
VPS Hosting $28,500 67%
Dedicated Servers $12,300 52%
Software Licenses $3,200 45%
Domain Registration $1,320 12%

WHMCS Customer Management

Customer Health Score (0-100)

Proactive customer engagement based on health metrics

Healthy
85
Score: 80-100
✓ On-time payments
✓ Low support tickets
✓ Active product usage
✓ Recent portal login
At Risk
68
Score: 60-79
⚠ 1-2 overdue invoices
⚠ Increased support tickets
✓ Active products
→ Action: Send engagement email
Critical
42
Score: <60
✗ Multiple overdue invoices
✗ High-severity tickets
✗ Idle products (churn risk)
→ Action: Assign Customer Success Manager

Customer 360° View - Example

Client ID
#12345
Company
Example Corp Ltd.
Contact
john.doe@example.com
+1 555 123 4567
Status
Active
Registration
2022-03-15
Active Products (3)
• VPS-PRO-4GB (Renews: 2024-11-15)
• example.com Domain (Expires: 2025-03-15)
• SSL Certificate Wildcard (Expires: 2024-12-20)
Invoices Summary
Paid
24
Unpaid
1
Overdue
0
Support Tickets
Open
1
Closed (All time)
18

Reporting & Alerts Central

Automated Reports

Daily Report
Cron: Daily at 08:00
Active
System status, security alerts, backup status
→ admin@company.com (PDF)
Weekly Report
Cron: Monday at 09:00
Active
Resource usage trends, top issues, deployments
→ team@company.com (HTML Email)
Monthly Report
Cron: 1st day at 10:00
Active
Financial summary, customer health, KPIs
→ management@company.com (PDF + CSV)

Alert Sources & Rules

Alert Sources:
• Infrastructure (Proxmox, Portainer)
• Security (Wazuh, Zabbix)
• Domains (SSL/Domain expiry)
• Software (License expiry)
• CI/CD (Pipeline failures)
• Business (Invoice overdue)
Notification Channels:
📧 Email (SMTP configured)
📱 SMS (ClickSend - Sprint 11)
🔗 Webhook (Slack, Teams, Discord)
🔔 In-app (Activity Feed badge)
Alert Rules Example:
IF (source = Wazuh AND severity = critical)
THEN send email + SMS
THROTTLE max 1/hour

Activity Log (Audit Trail)

admin@company.com logged in
2024-10-21 09:15:23 | IP: 192.168.1.50 | Chrome/Windows
devops@company.com created resource VM-205
2024-10-21 08:42:10 | IP: 10.10.10.5 | API
sysadmin@company.com updated configuration nginx.conf
2024-10-21 07:30:45 | IP: 10.10.10.3 | SSH
Alert triggered: Critical - Disk usage >90% on pve1
2024-10-21 06:12:00 | Source: Zabbix
Retention: 90 days | Search & Filter | Export to CSV

Business Value

Standardization

Udokumentowane procedury zapewniają spójne wykonanie zadań. Każdy członek zespołu wie dokładnie co i jak zrobić.

Efficiency

Repetitive tasks automated lub zaplanowane (cron). Oszczędność czasu i redukcja manual work dla zespołu IT.

Financial Visibility

Real-time revenue (MRR, ARR), profit margins, cash flow. Invoice aging report pomaga w zarządzaniu należnościami.

Customer Retention

Health Score (0-100) identyfikuje klientów "At Risk". Proactive engagement redukuje churn rate i zwiększa LTV.

Reporting

Automated reports (Daily, Weekly, Monthly) oszczędzają czas. Consistent format i email distribution do stakeholders.

Audit & Compliance

Activity Log zapewnia pełną transparentność operacji. Kto, co, kiedy, skąd (IP). CSV export dla external audits.

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