1. Managing the Delivery of Information Services
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Managing the Delivery of Information Services

2. Structuring the IS Function: Locating Control & Resources
Organizing the IS function involves deciding
How much control to centralize in a corporate IS staff
How much to distribute throughout the organization
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3. Structuring the IS Function: Locating Control & Resources
Figure 10-3
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4. Structuring the IS Function: Outsourcing
Outsourcing: Hiring an outside organization to perform services such as information processing and applications development
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5. Structuring the IS Function: Outsourcing
Table 10-2
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6. Structuring the IS Function: Accounting for Costs
Unallocated cost center
Considers all costs of operating the IS department and related IS services as an organizational expense
Allocated cost center
The IS department allocates and charges its costs to the departments that use its services
Profit center
Bids for the work of internal users, charges internal users what it would charge external users, and often actively seeks external users
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7. Managing the IS Function: Staffing
Chief information officer
Manages its information-related resources and activities
Chief technology officer
Has a staff and budget to pilot new technologies on real or hypothetical applications
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8. Managing the IS Function: Staffing
Data and database administrators
Organize, manage, and guarantee the integrity of an organization's data
Network administrator
Oversees the corporate network, including both LANs and WANs
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9. Managing the IS Function: Staffing
Web master
Responsible for the management, evolution, and sometimes development of an organization’s Web site
Project manager
Directs a software development project and ensures that the project meets user requirements within a specified budget and time frame
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10. Managing the IS Function: Staffing
Applications Development Manager
Monitors and coordinates the development of all software applications
Systems analyst
Refers to a technical position associated with all aspects of the systems development life cycle except programming and focused most directly on needs analysis
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11. Managing the IS Function: Staffing
Software engineers
Analysts with CASE skills
Programmer
Technical position associated with the production of custom software
Operations and Tech Support Staff
Install, maintain, and operate the computers and communications equipment
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12. Managing the IS Function: Staffing
Data Entry
Low-skilled, low-paid position in the IS hierarchy and work for companies that process large numbers of paper transactions
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13. Managing the IS Function: Staffing
Figure 10-5
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14. Managing the Information Systems Function
Measuring and Improving Performance
Service level agreements
Specifies a guaranteed level of performance on a variety of dimensions
Help business managers trade off cost against the level of service they want from their technology support staff
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15. Managing the Information Systems Function
Selecting and Enforcing Standards
A standard is a rule governing the types of investments organizations may make in information technology and systems
Managers need to decide
What to standardize
What standards to accept in each domain
How rigidly to enforce standards
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16. Managing the Information Systems Function
Table 10-6
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17. Managing the Information Systems Function
Disaster Planning
Refers to the process of anticipating disasters and providing for appropriate responses to keep a business operating after a disaster
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18. Managing the Information Systems Function
Managing Security
Security policy
Addresses proper security practices and methods of enforcing those practices
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19. Managing Change Aligning With the Business Steering committee
Includes top business managers, selected users, IS managers, and technical specialists who provide direction and vision about the use and development of the IS infrastructure
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20. Managing Change Developing an Information Technology Architecture
Describes an enterprise-wide, long-term structural plan for investing in and organizing information technology
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21. Managing Change: IT Architecture
Application architecture
Identifies existing systems, their strengths, weaknesses, and interdependencies
Network architecture
Addresses wide and local area network strategies
Addresses data, voice, and their potential combination on a digital network
Hardware and Platform architecture
Refers to planning for computer systems and operating systems software
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22. Managing Change Developing Staff
Need strategy for hiring, developing, and training staff to retain technical skills
Training contributes to job satisfaction
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23. Managing the Delivery of Information Services
End of
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Managing the Delivery of Information Services