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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Critical Issues in MIS Organisation The Role of IT Manager
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
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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
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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
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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
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Service Support
Service Support generally concentrateson day-to-day operation and support of ITServices
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
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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
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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
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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
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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
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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
Q & A