1. Managing the Information Technology Resource Jerry N. Luftman
Chapter 5 IT Processes
Managing the Information Technology Resource
Jerry N. Luftman
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 1

2. Chapter Outline Number of processes in IT
Strategic, Tactical, and Operational layers of IT processes
Importance of planning
Most important processes
Ownership of each process container
Amount of resource applied to each process
Effectiveness of processes
Priority on improving processes
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 2

3. Feeney’s 9 Core IT Processes
Business systems thinking
Contract facilitation
Vendor development
Contract monitoring
Making technology work
Informed buying
Architecture planning
Relationship building
Leadership
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 3

4. © 2004 Managing the Information Technology Resource, Jerry N. Luftman
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 4

5. CobiT Business objectives IT Governance Information Monitoring
Planning and organization
Acquisition and implementation
Delivery and support
Monitoring
IT Resources
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 5

6. 38 IT Management Processes
Strategic Level Processes
Long Term
Tactical Level Processes
Short Term
Operational Level Processes
Day-to-Day
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 6

7. Strategic Level Process
Strategic Planning and Control
Business strategic planning
Architecture planning
IT strategic planning and control
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 7

8. Business Strategic Planning
Enabled/driven by IT
Defines enterprise demands on IT function through strategic plan period
Opportunity occurs through meeting enterprise demands
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 8

9. Architecture Scanning and Definition
Defining data, information, and knowledge architecture for the enterprise
Defining the application architecture for the enterprise
Defining IT technology architecture for the enterprise
Integrating architectures
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 9

10. Information Technology Strategic Planning and Control
Based on goals of firm and IT
Defines general direction regarding how to attain goals through IT strategic plan
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 10

11. Tactical Level Processes
Management Planning
Management System monitoring and planning
Development Planning
Application planning
Data planning
Network planning
System planning
Project planning
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 11

12. Tactical Level Processes
Resource Planning
Capacity planning and management
Skills planning and management
Budget planning and value management
Vendor planning and management
Service Planning
Service level planning and management
Recovery planning and management
Security planning and management
Audit planning and management
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 12

13. Development Planning Processes
Application planning
Portfolio and schedule of applications to be built or modified in certain time period
Data planning
Reviews application plan
Determines data needs
Network planning
Network connectivity demands
System planning
Translate strategic goals into scheduled update of hardware, software, network, and facilities
Project planning
Defines technically feasible and manageable projects
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 13

14. Service Planning Processes
Service level planning and management
Negotiates service level agreements
Recovery planning and management
Ensures continuation of operations in event of disaster
Security planning and management
Builds plan to ensure agreed levels of security for systems are met
Audit planning and management
Builds plan to ensure agreed levels of audit and compliance
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 14

15. Resource Planning Processes
Capacity planning and management
Defines how system resources support demand
Skills planning and management
Defines manpower needs to compete
Budget planning and value management
Converts plans into financial terms
Identifies funding and allocation
Vendor planning and management
Outsourcing IT services and coordination
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 15

16. Management Systems Planning
Uses strategic processes and assessment of IT plan
Defines new prioritized portfolio of projects and plans
Improves management system
Project management approach is used
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 16

17. Operational Level Processes
Project Management
Project assignment
Project scheduling
Project controlling
Project requirements control
Project evaluating
Resource Control
Change control
Asset management
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 17

18. Operational Level Processes
Service Control
Production and distribution scheduling
Problem control
Service evaluating
Development and Maintenance
Software development and upgrade
Software procurement and upgrade
Hardware procurement and upgrade
Systems maintenance
Tuning and system balancing
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 18

19. Operational Level Processes
Administration Services
Financial performance
Staff performance
Education/training
Recruiting, hiring, retention
Information Services
Production
Service marketing
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 19

20. Project Management Processes
Project assignment
Defines scope, leadership, and business partner involvement
Ensures successful project completion
Selects project leader
Defines IT and business involvement
Obtains management commitment
Project scheduling
Define deliverables
Define tasks
Estimate project time and costs
Schedule resources
Finalize a detailed project plan
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 20

21. Project Management Processes
Project Controlling
Track progress against plan
Report status
Conduct project reviews
Resolve development problems
Review make/buy decisions
Submission of change requests
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 21

22. Project Management Processes
Project Requirements Control
Receipt of requests for requirement changes from users/other sources
Analysis of specifications of new requests
Acceptance or rejection of requests
Revision of project plan
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 22

23. Project Management Processes
Project Evaluating
Documentation of final status of project/deliverables
Comparison of project achievement with project plans
Identification and reporting reasons for variances
Obtaining approval to terminate project and report completions
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 23

24. Resource Control Change control Asset management
Record change requests
Prioritize and group changes
Schedule, defer, reject changes
Monitor testing
Monitor installation
Report and control status of changes
Asset management
Identification of systems, applications, data, personnel, supplies, and financial resources
Update inventory
Maintenance of security or resources
Administer access to resources
Report and control on inventories
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 24

25. Service Control Processes
Production and Distribution Scheduling
Plan production and distribution service workload
Develop maintenance and measurement schedule
Develop work schedule
Negotiate deviations from service agreements
Publish work, maintenance, and measurement schedules
Monitor and modify schedules
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 25

26. Service Control Processes
Problem Control
Recognize problems
Report/log problems
Determine nature, impact, and extent of problem
Select predefined bypass and recovery procedures
Initiate action to resolve problems
Report and control status of all problems on hand
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 26

27. Service Control Processes
Service Evaluating
Translate operational data into service-level terms
Assess user rating of the service
Evaluate compliance to service agreements
Identify and report reasons for variance
Report service status and new service requests
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 27

28. Development and Maintenance Processes
Software Development and Upgrade
Define detailed requirements
Design externals and internals of application
Structure data
Negotiate design compromises with users
Develop and test programs
Integrate and test applications
Install software
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 28

29. Development and Maintenance Processes
Software Procurement and Upgrade
Define detailed requirements
Review integrity and performance
Negotiate compromises with vendors and users
Confirm or amend buy decisions
Define system recovery for operating environment
Generate system and execute provided tests
Publish instructions for integration
Install, integrate, and test application/software
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 29

30. Development and Maintenance Processes
Hardware Procurement and Upgrade
Define detailed requirements
Select hardware/network/facility
Lay out physical planning
Define hardware, network, and facility recovery
Test new units
Test complete systems
Install hardware, network, facility
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 30

31. Development and Maintenance Processes
Systems Maintenance
Revalidate cause of problem
Understand environment of suspect component
Diagnose suspect component
Determine fix for failing components
Test fixes
Change management review
Install fixes
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 31

32. Development and Maintenance Processes
Tuning and System Balancing
Define detailed requirements
Develop solutions
Execute testing of new or modified units
Test complete systems
Change management review
Install new systems
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 32

33. Administrative Services Processes
Financial Performance
Calculate charges due for services
Administer vendor and other contracts
Execute cost accounting procedures
Purchase equipment, supplies, services
Report accounting and financial status
Track vendor performance
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 33

34. Administrative Services Processes
Staff performance
Collect data on absences, accidents, attendance
Collect data on job performance
Compare and report productivity
Education and training
Perform training and education for information systems services
Develop and maintain educational documentation
Maintain education and training profile for IT staff
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 34

35. Administrative Services Processes
Recruiting, Hiring, and Retention
Recruitment and promotion
Training and qualification requirements
Cross-training and job rotation
Hiring and firing
Measuring performance
Respond to technical and market changes
Balance internal and external demands
Succession plan for key staff
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 35

36. Information Services Processes
Production
Receive jobs, transactions, and input data from distribution
Set up, initiate, and run jobs and transactions
Make jobs, transactions, and output data available for distribution
Monitor progress of production work against schedules
Execute predefined or emergency production procedures
Record and report information on status, incidents, actions taken, and results
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 36

37. Information Services Processes
Service Marketing
Select service offerings to fit client needs
Market offerings appropriately
Report user needs for new services
Initiate actions to provide services
Execute public relations activities on behalf of I/S organization
Provide interface among IT and business
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 37

38. Ownership of Processing
Consider:
Financial conditions
Services
Relationships
Reliability
Outsourcing
© 2004 Managing the Information Technology Resource, Jerry N. Luftman Chapter 5 - Slide 38