The Role of IT Manager part II

Learning Outcomes
Identify the main Critical Issues facing IT Managers in Organisations

Critical Issues in MIS Organisation

The Role of IT Manager II

Key Words
Capacity Management Service Continuity Security Management Financial Management

Critical Issues in MIS Organisation

The Role of IT Manager II

Service Delivery - Interfaces and Deliverables

The major interfaces and deliverables within the service delivery process

Business/ Users Queries Requests Customers Availability Plan, Design Criteria, Targets, Reports Schedules, Audit Reports Service level management Availability Management Capacity Management Financial Management Continuity Management

Service Reports

Service Catalogue
Audit Reports

Capacity Plan Targets Thresholds Reports Schedules, Audit Reports

Financial Plan, Budgets Forecasts Costs & Charges, Audit Reports

Plans, Risk Analysis, Recovery Contracts Reports, Audit Reports

Critical Issues in MIS Organisation

The Role of IT Manager II

Service Level Management

the process that manages and improves the agreed 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 the bills

Ensures that the service targets are documented and agreed in Service Level Agreements (SLAs) Monitors and reviews service levels against targets Proactively improve all service levels within the imposed costs

Critical Issues in MIS Organisation

The Role of IT Manager II

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 long term 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
Critical Issues in MIS Organisation The Role of IT Manager II

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 and incentive to provide quality services in line with business needs help to influence customer behaviour and encourage more efficient use of resources Provide information to support external contracts and suppliers Assist in the assessment of change management
Critical Issues in MIS Organisation The Role of IT Manager II

Capacity Management
Monitoring the performance and the throughput of IT services and supporting IT components Tuning activities to make efficient use of resources Understanding the current demands for IT resources and deriving forecasts for future requirements Influencing the demand for resource, in conjunction with other service management processes Producing a capacity plan predicting the IT resources needed to achieve agreed service levels.

Critical Issues in MIS Organisation

The Role of IT Manager II

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

Critical Issues in MIS Organisation

The Role of IT Manager II

IT Service Continuity Management

Why? - managing an organisations ability to continue to provide a pre-determined and agreed level of IT services to 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 effective risk 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.

Critical Issues in MIS Organisation

The Role of IT Manager II

IT Service Continuity Management

Responsibilities The available IT Service Continuity options must be 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 senior level to ensure respect and commitment for the process IT recovery plans and Business Continuity Plans should be aligned, and regularly reviewed, revised and tested.
Critical Issues in MIS Organisation The Role of IT Manager II

Availability Management
Goal
To optimise the capability of the IT infrastructure and supporting organisation to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives. Availability management ensures services are available when the customer needs them.

Critical Issues in MIS Organisation

The Role of IT Manager II

Availability Management
Availability Management is influenced by:
Business demand The cost required to meet it The configuration and complexity of the IT infrastructure including. the level of redundancy. the reliability, and the levels of maintenance The processes and procedures used by IT services Human factors and external events

Critical Issues in MIS Organisation

The Role of IT Manager II

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 and security Producing the Availability Plan Collecting, analysing and maintaining availability data and reporting on that data Ensuring service levels are met by monitoring service availability levels against SLAs. and monitoring targets and external supplier serviceability achievements Continuously reviewing and improving availability.

Critical Issues in MIS Organisation

The Role of IT Manager II

Security Management IT Security Management is: Security controls are implemented Security incidents are managed Audit results demonstrate adequacy of controls and measures Reports are produced to show security status

Critical Issues in MIS Organisation

The Role of IT Manager II

Security Controls
Organisational
Roles Responsibilities Reporting procedures

Technical
Network User access

Physical
Separation of facilities Restricted access
Critical Issues in MIS Organisation

Procedural
Documented procedures Testing Rules and regulations
The Role of IT Manager II

Importance of Communication
many organisations depend in part on effective and efficient communication in IT Management there are many areas needing regular communication with their business Customers e.g.
Service desk Change management Service level agreements

IT managements responsibility to foster effective communication

Critical Issues in MIS Organisation

The Role of IT Manager II

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.
Critical Issues in MIS Organisation The Role of IT Manager II

Importance of Communication
The ability to listen, influence, negotiate, and agree is vital. During review exercises communication is one of the most commonly mentioned topics that people suggest requires improvement

Critical Issues in MIS Organisation

The Role of IT Manager II

Conclusions
IT management is becoming increasingly complex IT is a fundamental component of modern business Together this means that critical IT management issues are also critical business issues

Critical Issues in MIS Organisation

The Role of IT Manager II

Service Delivery - Interfaces and Deliverables

The major interfaces and deliverables within the service delivery process

Business/ Users Queries Requests Customers Availability Plan, Design Criteria, Targets, Reports Schedules, Audit Reports Service level management Availability Management Capacity Management Financial Management Continuity Management

Service Reports

Service Catalogue
Audit Reports

Capacity Plan Targets Thresholds Reports Schedules, Audit Reports

Financial Plan, Budgets Forecasts Costs & Charges, Audit Reports

Plans, Risk Analysis, Recovery Contracts Reports, Audit Reports

Critical Issues in MIS Organisation

The Role of IT Manager II

Q&A
Source: Staffordshire University
Critical Issues in MIS Organisation The Role of IT Manager II