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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
ResourceManagement
AnnGeyer
Tunitas Group
CGEITExamPrep
May17,2011
CGEITDomains
JobPracticeAreasbyDomain
25% ITGovFrameworks
20% RiskMgmt
15% StrategicAlignment
15% ValueDelivery
13% ResourceMgmt
12%PerformanceMsmt
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Source: ISACA
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
ITResourceManagement
ISACAThumbnailDescription
Optimalinvestmentin,andthepropermanagementof,criticalITresourcesapplications,information,infrastructureandpeople
PrimaryObjective
EnsurethatIThassufficient,competentandcapableresourcestoexecutestrategicobjectivesandkeepupwithbusinessdemandsbyoptimizingtheinvestment,useandallocationofITresources
CGEITExamPerspective
Demonstrateyouunderstandandcanexecuteappropriateresourcemanagementpractices
3
Definitionsof
IT
Resources
ISACA People,apps,information,&infrastructure
ITIL People,products,processes,&partners
BSC Human,information&organizationcapital
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
BenefitsofITResourceManagement
5
StrengthenITandbusinessunitworkingrelationships
Improveaccountabilityforresults
Reduceenterpriserisks
EnhanceITservicequalityandeffectiveness
EngendermoreefficientuseofITresources
FocusITspendingonbusinessdrivers,values,needs,andpriorities
Facilitateeffectiveprojectandcontractmanagement
ReduceITprojectcomplexity
FacilitatemoreeffectiveITplanning
CGEITDomain
Task
Statements
EnsurethatIThassufficient,competent,andcapableresourcestoexecutestrategicobjectives
Design&establishresourceplanningprograms
Train&developstaff
Analyzegaps
Allocateagainstrequirements
Integrateresourcemanagementintostrategic&tacticalplanning(identification,classification,allocation,periodicevaluation)
StandardizeIT
infrastructure;
focusoneconomyofscaleprinciples;interoperability
Manage&protectITassetsthroughoutlifecycle
KeyFunctions
Assessbaseline
Analyzegaps
Gapremediation
Acquisition
Training&Maintenance
Support
Performance
Monitoring
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
CGEITDomainKnowledgeStatements
Know
Corporate,business&ITresources
Resourceacquisitionprocesses
Requiredskillandtechnologymix
HRmanagementprocesses
Outsourceandoffshoreprocesses
Howtomaintainworkforcecompetency
Enterprisebusinessstrategies
Methodsformonitoring&reportingresource
performance
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RESOURCEMANAGEMENT
www.itgi.org
ResourceManagement
Roles
Board
MonitorhowmanagementdetermineswhatITresourcesareneededtoachievestrategicobjectives
EnsureacriticalreviewofresourceallocationsproperbalanceofITinvestmentsbetweensustainingandgrowthobjectives
ITStrategyCommittee
Highleveldirectionforsourcing&useofITresources
OverseeaggregateITfunding
CEO
Capitalizeonknowledge&information
Establishbusinesspriorities&allocateresourcesforITperformance
Organizefor&facilitateITstrategicimplementations
DefinetheCIOrole
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
ResourceManagementRoles
BusinessExecutives
AllocatebusinessresourcesforeffectiveITgovernance
CIO
ProvidetheITinfrastructuretofacilitateknowledge&informationcreation/sharing
EnsureavailabilityofITresourcesforstrategicobjectives
DefinevaluecreationroleswithinIT
Standardizearchitecture&technology
ManagementCommittees
Balancesustain/growthproposals
Adviseoninfrastructureneeds
Architecturaldesign
Managecomplex
projects
Monitor&reportonresults
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TwoDistinct
Components
ResourcePlanning
EnsurefocusedresourcesarealignedwithstrategicITobjectivesandinvestments
Determinewhatresourcesareneededtoensuresuccesstothebusinessstrategy
Whatprocessesarerequiredtosupporttheresources(acquisition,maintenance,automation,training,operations,etc)
Howtoensureresourcesarebeingusedefficientlyandeffectively
CoversbothITprojectandnonprojectresources(operationsandsupportfunctions)
ProjectManagement
Focusonbestutilizationofavailableresources
Time,cost,spaceconcerns
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
ITILResourceCategories
People Skillsets
Certifications
Productivity
Morale
Products Knowledge&information
recustomers,markets,processes
Infrastructure
Processes Costs
Productivity
Availability(ARMSS)
Change&ConfigurationMgt
Partners/Suppliers Relationships
Diligence
Escrows
Secondsourcing
Equitypositions
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Kaplan&
Norton
Resource
Categories
Human
Ensurerightskillsareavailableforthebusinessneeds
Organization
Buildthesupportingculture
Information
Deliverrelevant,highquality,andtimelyinformation
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ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
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writtenauthorization.
ResourceManagementStartswithAlignment
StrategicObjective:OperationalExcellence
Minimizeproblems
Providerapidresponse
StrategicJobIdentification
Qualitymanagers
Sixsigma
Problemmanagement
Callcenteragents
Customerinteractionskills
Problemmanagement
Teambuilding
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ResourcesAligned
to
Strategy
StrategicObjective: InnovativeMarketLeader
Understandcustomersegments
Developnewproducts
StrategicJobIdentification
Consumermarketmanagers
Marketresearch
Advertising
Crossbusinessprocesses
Jointventure
managers
Relationshipmgt
Negotiationskills
Ecommerceknowledge
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ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
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HumanResourcePlanning
Coreactivities
Startwithstrategicobjectives
Identifystrategicjobfamilies
Definecompetencyprofile(skills,experience,values,knowledge)
Assessstatus
Reportgaps
PlanforGapremediation
ExecuteGapPlan
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Values,Skills,
Knowledge,
Experience
Strategic
Objective
Achieveahighperformance serviceculture
Values Anticipate customerneeds
Serviceseasytouse
Createeffectivesolutions
Expertiseinspirescustomerconfidence
Assurequalityfirsttime,everytime
Profile Followthrough
on
commitments
Holdselfaccountable
Concentrate onworkingproblems,notfaultfinding
Ensurehighestquality
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ResourceManagement
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HumanResourcePlanning
HRoftenhasitsowngovernanceprogram
CascadingBalancedScoreCardopportunities
Alsoneedsalignmentwithbusinessstrategies
IThumanresourcessharedresponsibility
HRtakesontheinternalprocessaspects
ITtakesontheITskillsets,experience,certification,
location,motivation,careerdevelopment
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ITHuman
Resource
Planning
InterrelatedtootherITdecisions
Example MovetoCloudComputing
Personnelrequirementsmaychange
Lessneedforinternaloperations
Moreneedforsystemservicesmanagement
Morefocusonunderstandingbusinessvaluechain
Lessfocusondesigningandadministeringsystem
infrastructures
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
ITHumanResourcePlanning
Strategic
Objective
Achieveahighperformance serviceculture
Values Anticipate customerneeds
Serviceseasytouse
Createeffectivesolutions
Expertiseinspirescustomerconfidence
Assurequalityfirsttime,everytime
Profile Followthroughoncommitments
Holdselfaccountable
Concentrate onworking
problems,
not
fault
finding
Ensurehighestquality
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ITHuman
Resource
Planning
Strategic
Objective
Achieveahighperformance serviceculture
Skills Architectingdistributedcomputingnetworks
Managingdiverseremoteaccessmethods
Configuring largescalevirtualstorage
Buildingandreinforcingvendorrelationships
Forecastingcapacity
Knowledge Service orientedarchitecture
Ciscoproductlines
KerberosandPKI
.Net Programming
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
InformationResourceCategories
TransactionProcessing
Systemsthatautomatebasicrepetitiveenterprisetransactions
Analytic
Systemsandnetworksthatpromoteanalysis,interpretation,
andshareofinformationorknowledge
Transformational
Systemsandnetworksthatchangetheprevailingbusiness
model
TechnologyInfrastructure
Sharedtechnologyandadministrationexpertiseforeffective
useanddeliveryoftheInformationresources
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InformationResource
Planning
Strategic
Theme
OperationalExcellence Innovation
Strategic
processes
Mi n Problems RapidResponse Understand
customer
Newproducts
Strategicjob
families
Qualitymgr Callcenteragent Financialmgt Strategicmgt
Analytical Service QA Bestpractice
benchmarking
Customer
profitability
system
Marketresearch
Transaction Incidenttracking Workforce
scheduling
Customer
feedbacksystem
Project
management
Transform
ational
Customerself
help
Infrastructure IVR,CTI,CRMstnds, webapps
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CGEITEXAMPREP#7
ResourceManagement
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participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
InformationResources
Informationportfolio
Systems,apps,infrastructureforeachstrategicjobfamily;
sortedbycategory
Levelofinvestmentinnewinformationprojects
Mixofinvestmentstoalignandmeetbusiness
requirements
Industrybenchmarksforcompetitivespending
comparisons
InputintoITportfoliomanagement(valuedelivery)
Strategy
should
impact
decisions
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Sourcing
Alongwiththeglobalizationofbusiness,thesourcingofstrategicresourcesonaglobalbasishasproventobeasourceofcompetitiveadvantagebothintermsofinnovationandincosteffectiveness.
Itisnotsufficienttomanageinternalresources;managingexternalrelationshipswithoutsourcingserviceprovidersisequallyimportant
Specialistjobsarelikelytocontinuetomigratefromcurrentemployerstowardcompaniesthatprovideoutsourcingservices
Outsourcingisnotjustacostreductionstrategy;butalsodrivesspeed,flexibilityandlevelofinnovation
Multisourcingrisksarisewhenthebestofbreedbenefitsdonotmaterializeorbecomeovershadowedbynegatives,issuesandoverheads
Thesenegativesynergieshavethreerootcauses:
PoorlyshapedclustersofITservices
Misalignedtechnologyandproviderstrategies
Brokenendtoendprocesses
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
ISACAOutsourcingModel
25
ITILResource
Management
Focusonresourceavailabilityandutilization
ThreeITILprocesses
Demandmanagement
Capacitymanagement
Availabilitymanagement
Capacityandavailabilitymanagementalsofeaturedinthe
ISO20000standardforservicemanagement,underthe
servicedeliveryprocessesgroup
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
DemandManagement
Purpose
istounderstandandinfluencecustomerdemandfor
servicesandcapacityprovisioningtomeetcustomer
demand
Strategically
Atastrategiclevel,focusonanalysisofpatternsof
businessactivityanduserprofiles
Tactically
At
a
tactical
level,
focus
on
use
of
differential
charging
to
encouragecustomerstouseITservicesatlessbusytimes.
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BPAand
UP
Businessprocessesaretheprimarysourceofdemandforservices.Patternsofbusinessactivity(PBAs)influencethedemandpatternsseenbyserviceproviders
Analyzingandtrackingtheactivitypatternsofthebusinessprocessmakesitpossibletopredictdemand
PBAsareidentified,codifiedandsharedacrossprocessesforclarityandcompletenessofdetail
Userprofiles(UPs)arebasedonrolesandresponsibilitieswithinenterprisesforpeople,andfunctionsandoperationsforprocessesandapplications
ProcessesandapplicationscanhaveUPs
EachUPcanbeassociatedwithoneormorePBA
UPsare
constructed
using
one
or
more
predefined
PBA.
PatternmatchingusingPBAsandUPsensuresasystematicapproachtounderstandingandmanagingdemandfromcustomers.
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ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
CapacityManagement
Purpose
Provideapointoffocusandmanagementforallcapacityandperformancerelatedissues,relatingtobothservicesandresources,andtomatchthecapacityofITtotheagreedonbusinessdemands
Capacitymanagement
Ensuresthat capacityandperformanceoftheITservicesandsystemsmatchtheevolvingagreedondemandsofthebusinessinthemostcosteffectiveandtimelymanner
Itincludesbusiness,serviceandcomponentcapacitymanagementacrosstheITservicelifecycle
Akeysuccessfactorinmanagingcapacityisensuringthatitisconsideredduringtheservicedesignstage
TheITservicelifecycleisbroadlycenteredaroundthebusinesscustomer
andstagingthroughservicestrategy servicedesign servicetransionserviceoperaon connualserviceimprovement, andthenbacktothebusinesscustomer.
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CapacityManagement
Businesscapacitymanagement
TranslatesbusinessneedsandplansintorequirementsforserviceandITinfrastructure
Servicecapacitymanagement
Themanagement,controlandpredictionoftheendtoendperformanceandcapacityofthelive,operationalITservicesusageandworkloads
Componentcapacitymanagement
Themanagement,
control
and
prediction
of
the
performance,utilizationandcapacityofindividualITtechnologycomponents
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
AvailabilityManagement
Purpose
Provideapointoffocusandmanagementforall
availabilityissues
Relatingtoservices,componentsandresources,
Ensureavailabilitytargetsinallareasaremeasuredand
achieved,andthattheymatchorexceedthecurrentand
futureagreedonneedsofthebusinessinacosteffective
manner
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Availabilitymanagement
Therearetwokeyaspects:
Reactiveactivities Monitoring,measuring,analysisandmanagementof
events,incidentsandproblemsinvolvingservice
unavailability
Proactiveactivities Proactiveplanning,design,recommendation and
improvementofavailability
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ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
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ResourceManagement&Metrics
Performancemeasurementquestions
Howwellisthecapacityandresourceplanworking
Aremilestonesmet
Areutilizationmodelsholding
Whatstrending
AreSLAandOLAontarget
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ResourceManagement
Summary
Focusshift
Fromcostandavailability
Tostrategicalignment,withemphasisonthecriticaldifferentiatingprocesses
ITresources
Managedlikeotherenterpriseassets
Valuemeasuredtoindicatecontributiontostrategyandvaluedelivery
ResourcePlanning
FeedsintoITPortfoliomanagement
Businesscases
Alignmentsuccess
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
KeyResourceManagementPoints
PartoftheITGovernanceprocess
PurposeistooptimizetheplanningandavailabilityofITresourcesneededforbusinessstrategies
Frameworks
ITILforservicemanagementenvironments
BCSlearningandgrowthapproachesstrategicalignment
Availability&Capacityfocusareas
ITProjectManagement
PartofgoodgovernancetohaveastandardPMmethodology
ButnotthesameasResourcePlanningandStrategicAlignment
Detailedknowledge
of
Prince2
and
PMBOK
not
needed
for
exam
35
ITPROJECTMANAGEMENT
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CGEITEXAMPREP#7
ResourceManagement
Copyright2011TunitasGroup. Allrightsreserved.Thispresentationmaterialmaybeusedsolelyby
participantsinSFISACAs2011CGEITPreparationClass. Nootheruseispermittedwithoutexpress
writtenauthorization.
COBITProjectManagement
FocusonProjectManagement
PO10ManageProjects
PrioritizationandcoordinationofITprojects
Masterplan,resourceassignments,deliverables,
approvals,phaseddelivery,QA,testing,post
implementationreview
Reducetheriskofunexpectedcostsandproject
cancellation
Improvecommunicationbetweenbusinessunitsandusers
Ensure
value
delivery
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COBITPO10
Manage
Projects
StandardizethePMprocess
Haveamethodology
ProvideenterprisePMguidelines
Requireenterpriseprojectplanning
CriticalFactors
Commitment
Scoping
Integratedplanning
Resourceassignments
Risk
assessment
and
management Changecontrol
Performancemetricsandmonitoring
Formalprojectclosure
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CGEITEXAMPREP#7
ResourceManagement
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written authorization
COBITPO10ManageProjects
Inputs Outputs
PO1 ITPortfolio PerformanceReports ME1
PO5 UpdatedITPortfolio RiskManagementPlan PO9
PO7 ITSkills Matrix PMGuidelines AI17
PO8 DevelopmentStnds DetailedProjectPlans PO8/AI 17
AI7 Postimplementation Review UpdatedITPortfolio PO1/PO5
39
PMBOKand
Prince2
Generalprojectmanagementframeworks(notjustforIT)
Bothhavebeenmapped toCOBIT
PO10ManageProjects capturemostcomponents
PMBOK(ANSI/PMI990012004)
FocusonconsistentimplementationofaprovenframeworkbasedonbestPMpractices
Lifecycleapproachinitiation,planning,executing,controlling,closing
Prince2(UKGovt)
Businesscasedriven
Focusontheprocessofprojectmanagement
Segmentsprojectsintomanageablestages
40