L01 Role of IT Manager Part I ae afef

7/27/2019 L01 Role of IT Manager Part I ae afef

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Critical Issues in MIS Organisation The Role of IT Manager Source: Staffordshire University

Key Words

IT Strategy

Business Strategy

Outsourcing

Service Support

Change Management

Service Delivery

Incident Management

Service Level

Agreement


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Critical Issues in MIS Organisation The Role of IT Manager

Today

Becoming a mandatory link between

organisations.

Must understand the goals of theenterprise

Work in partnership with business unit

peers.


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Key IT Management Objectives

Align IT services with the business

needs current & future

Improve the quality ofIT services

delivered

Reduce the long term full cost ofservice provision


7/21Critical Issues in MIS Organisation The Role of IT Manager

Most businesses now depend

on ICT - absolutely

IT has become an essential piece of business

strategy. Not keeping up with IT may mean going out of

business.

For many businesses

IT is the BusinessAnd

The Business is IT



Tends moving performance out of the ISdepartment:

1. Distributed systems

2. Ever more knowledgeable users

3. Better application packages

4. Outsourcing

Traditional Functions Are

Being Eroded



Information Systems (IS) not a singlemonolithic organization, but rather acluster of several processes. These can be

divided into:

1. Service Support

2. Service Delivery

3. Service Desk

4. Security Management

New Roles are Emerging



Service Support

Service Support generally concentrateson day-to-day operation and support of ITServices

Incident Management

Problem Management

Configuration Management

Change Management

Release Management



Service Delivery

Service Delivery looks at the long termplanning and improvement of IT serviceprovision

Service Level Management

Financial Management for IT Services

Capacity Management

IT Service Continuity Management

Availability Management



Service Desk

the User / IT interface providing a single point ofcontact for users

Deliver high quality support critical for the

business Help identify and lower the cost of ownership

Support changes across the business/technologyboundaries

Aid user retention and satisfaction Assist in identification of business opportunities



Security Management

Across all these functions lies SecurityManagement

The value of Information to an Organisationis based on 3 basic concepts

Confidentiality protecting information fromunauthorised disclosure or interception

Integrity safeguarding the accuracy andcompleteness of information and software

Availability Ensuring that vital services areavailable when required


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Problem Management

Problem is the unknown cause of one ormore incidents. It is a known error whenthe cause is known and a temporary orpermanent solution has been found.

Why problem management? To resolve problems quickly and effectively

To ensure resources are prioritised to resolve

Problems in the order based on business need To proactively identify and resolve Problems

and Known Errors to minimise incidents

To improve productivity of support staff

To provide relevant management information



Configuration Management

Identification, labelling and recording of all

IT Configuration Items (CIs) includingownership, lifecycle incidents, value,relationships, usage.

Why Configuration Management To account for all IT assets

To provide accurate information to support other ITmanagement processes

To provide a sound basis for Incident, Problem,Change and Release Management

To verify audit records and correct exceptions



Change Management

Why change management? Ensure standardised methods, processes and

procedures for changes

Facilitate efficient and prompt handling of changes Maintain balance between need for change and

detrimental impact or disruption of change

Change arises

reactively in response to problems from external impositions e.g. legislation, business

initiatives, seeking improved efficiency or serviceimprovement


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Release Management

Release: a collection of authorisedchanges to an IT service

Should be used for Large or critical hardware rollouts

Major software rollouts Bundling or batching related sets of changes

Release Policy Should be used to clarify the roles and responsibilities

of Release Management Roll-out: deliver, install and commission an integratedset of new or changed services across logical orphysical parts of an organisation


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Critical Issues in MIS Organisation The Role of IT Manager Source: Staffordshire University

Service Support Interfaces

and Deliverables

The processes that concentrate on the day-to-day

operation and user support together with the Service

Desk

Service Desk

ManagementTools

IncidentsIncidentmanagement

ProblemManagement

ChangeManagement

ReleaseManagement

ConfigurationManagement

ServiceReports

Incident Stats

Audit Reports

ProblemStats, Trends,ReportsReviewsDiagnostics

ChangeSchedule

Change Stats,Reviews,Audit Reports

ReleaseSchedule,Reviews,Testingstandards,Audit

Reports,Stats

PolicyStandards

Audit


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C iti l I i MIS O i ti Th R l f IT M

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L01 Role of IT Manager Part I ae afef