l02 role of it manager part ii

7/27/2019 L02 Role of IT Manager Part II

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The Role of IT Manager part II


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Critical Issues in MIS Organisation The Role of IT Manager II

Learning Outcomes

Identify the main Critical Issues facing IT

Managers in Organisations


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Key Words

Capacity

Management

Service Continuity

Security Management

Financial

Management


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Service Delivery - Interfaces

and Deliverables

The major interfaces and deliverables withinthe service delivery process

Business/Users

Customers

QueriesRequests

Service levelmanagement

AvailabilityManagement

CapacityManagement

FinancialManagement

ContinuityManagement

ServiceReports

ServiceCatalogue

Audit Reports

AvailabilityPlan, DesignCriteria,Targets,ReportsSchedules,Audit Reports

Capacity PlanTargetsThresholdsReportsSchedules,Audit Reports

Financial Plan,BudgetsForecastsCosts &Charges,Audit Reports

Plans, RiskAnalysis,RecoveryContractsReports,Audit Reports


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Service Level Management

the process that manages and improves theagreed level of service between two parties The provider internal IT department or external

outsourcing third party supplier

The receiver of the service the customer who pays thebills

Ensures that the service targets are documentedand agreed in Service Level Agreements (SLAs)

Monitors and reviews service levels against targets Proactively improve all service levels within the

imposed costs


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Financial Management for IT

Provides essential management information to

ensure cost effective service.

It will provide hard financial information to:-

assist in the management and reduction of overall longterm costs

identify actual costs of services

provide accurate financial information to assist decision

making

identify how IT adds value to the business

enable the calculation of total cost of ownership and

return on investment


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Financial Management for IT

Other softer information outputs:- make customers aware of costs

support the recovery of costs from customers

provide measurement of value for money andincentive to provide quality services in line withbusiness needs

help to influence customer behaviour andencourage more efficient use of resources

Provide information to support external contractsand suppliers

Assist in the assessment of change management


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Capacity Management

Success in capacity management depends on:-

accurate business forecasts

an understanding of current and future technologies

an ability to demonstrate cost effectiveness

interaction with other effective Service Management

processes

an ability to plan and implement the appropriate IT

capacity to match business need



IT Service Continuity

Management

Why? - managing an organisations ability to continue toprovide a pre-determined and agreed level of IT servicesto support the minimum business requirements,following an interruption to the business.

This includes: Ensuring business survival by reducing the impact of a disaster

or major failure

Reducing the vulnerability and risk to the business by effectiverisk analysis and risk management

Preventing the loss of Customer and User confidence Producing IT recovery plans that are integrated with and fully

support the organisations overall Business Continuity Plan.



IT Service Continuity

Management

Responsibilities

The available IT Service Continuity options mustbe understood and the most appropriate solution

chosen in support of the business requirements Roles and responsibilities need to be identified,

and endorsed and communicated from a seniorlevel to ensure respect and commitment for the

process IT recovery plans and Business Continuity Plans

should be aligned, and regularly reviewed,revised and tested.



Availability Management

Goal

To optimise the capability of the IT

infrastructure and supporting organisation todeliver a cost effective and sustained level of

availability that enables the business to satisfy

its objectives.

Availability management ensures services areavailable when the customer needs them.


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Availability Management

Responsibilities Optimise availability by monitoring and reporting on all key

elements of availability

Determining availability requirements in business terms

Predicting and designing for expected levels of availability andsecurity

Producing the Availability Plan

Collecting, analysing and maintaining availability data andreporting on that data

Ensuring service levels are met by monitoring service availabilitylevels against SLAs. and monitoring targets and externalsupplier serviceability achievements

Continuously reviewing and improving availability.


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Security Controls

Organisational

Roles

Responsibilities

Reportingprocedures

Physical

Separation offacilities

Restrictedaccess

Technical Network

User access

Procedural

Documentedprocedures

Testing

Rules andregulations


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Importance of Communication

For IT to be fully integrated with their business

Customers, effective two-way communication

must take place at all levels

Strategic

Tactical

Operational

IT Management should use:- seminars, reports, circulars. e-mail, memos,

newsletters, meetings, awareness campaigns, focus

groups, presentations, road shows, Internet, and

Intranet.


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Importance of Communication

The ability to listen, influence, negotiate,and agree is vital.

During review exercises communicationis one of the most commonly mentionedtopics that people suggest requiresimprovement


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Conclusions

IT management is becoming increasingly

complex

IT is a fundamental component of modernbusiness

Together this means that critical IT

management issues are also criticalbusiness issues


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Service Delivery - Interfaces

and Deliverables

The major interfaces and deliverables withinthe service delivery process

Business/Users

Customers

QueriesRequests

Service levelmanagement

AvailabilityManagement

CapacityManagement

FinancialManagement

ContinuityManagement

ServiceReports

ServiceCatalogue

Audit Reports

Availability

Plan, DesignCriteria,Targets,ReportsSchedules,Audit Reports

Capacity PlanTargetsThresholdsReportsSchedules,Audit Reports

Financial Plan,BudgetsForecastsCosts &Charges,Audit Reports

Plans, RiskAnalysis,RecoveryContractsReports,Audit Reports


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

Q & ASource: Staffordsh ire Univers i ty

l02 role of it manager part ii

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