1. Slide 11-1 Chapter 11 Information Resource Management Strategies Introduction to Information Systems Judith C. Simon

2. Slide 11-2 "Copyright © 2001 John Wiley & Sons, Inc. All rights reserved. Reproduction or translation of this work beyond that permitted in Section 117 of the 1976 United States Copyright Act without the express written permission of the copyright owner is unlawful. Request for further information should be addressed to the Permissions Department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her own use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages, caused by the use of these programs or from the use of the information contained herein."

3. Slide 11-3 Chapter 11 Major Topics ä Management of hardware and software ä Management of data ä Management of human resources ä Management of procedures

4. Slide 11-4 Overview of Information Resource Management (IRM) Major purposes of information resource management (IRM) include: ä assisting in making and executing appropriate strategic decisions related to information resources to achieve and maintain a competitive advantage ä managing all aspects of information systems - the technology, the people, and the procedures IRM is often coordinated by a top-level executive, such as a CIO, so that technologies are developed that fit and enhance the strategic plans of the organization.

5. Slide 11-5 Management of Hardware and Software Major concerns include ä asset management ä performance monitoring ä configuration management ä security

6. Slide 11-6 Asset Management ä Primarily concerned with managing the organization’s hardware and software ä Software is available that can create and maintain an inventory of hardware and software (including version numbers) ä Can help with future purchases and limit the chances of software piracy

7. Slide 11-7 Performance Monitoring ä Used to monitor system workloads and thus provide a more uniform level of service to system users ä Also used to monitor network performance so that problem areas can be identified and adequate service provided

8. Slide 11-8 Configuration Management ä Involves management of the ways hardware and software are set up to work together as well as with other systems so that a change in one item will not cause unexpected problems with other parts of the system that might have been designed to work with the item being changed or deleted ä Configuration data typically includes names, versions or models, and uses of the hardware and software

9. Slide 11-9 Hardware and Software Security ä Involves the physical loss of the hardware and/or software programs (data security is discussed later) ä Hardware and software loss includes disappearance or destruction of any part of the equipment or programs ä Needed level of security must be decided; security methods may include card access, biometric identifiers, passwords, etc.

10. Slide 11-10 Management of Data Major concerns include ä consistency ä security ä backup/recovery ä disaster recovery

11. Slide 11-11 Data Consistency ä Error-checking methods should be used to detect any errors or inconsistencies in data ä Results of monitoring of error-checking should be maintained for evaluation of resources

12. Slide 11-12 Data Security Primary concerns: ä Access and control ä Virus protection ä Transmission protection

13. Slide 11-13 Access and Control ä Need to keep records of who is authorized to access each type of data file ä Files should be monitored, with reports indicating how many times a file is accessed, by whom, for how long, and for what purpose ä Employees should be trained in good security practices, such as changing passwords often, etc. ä Special procedures should be considered, such as multiple IDs or a call-back modem that only sends data to accepted phone numbers

14. Slide 11-14 Virus Protection ä Systems should be analyzed to determine which are vulnerable to viruses and which of those systems are most critical to the operation of the business ä Virus protection measures should be put into place as warranted; e.g., an important distributed system should have a high level of protection ä Adequate employee procedures may reduce the likelihood of acquiring a virus, such as prohibiting use of disks that have not been checked for viruses

15. Slide 11-15 Transmission Protection ä Involves having controls to ensure that transmitted data is correct and secure during transmission to its destination ä Encryption software is available for transmission protection; systems often use a combination of a “public key” and a “private key” for encoding and decoding the transmission

16. Slide 11-16 Routine Backup and Recovery ä Refers to procedures established for maintaining backup data in case of problems with any part of the daily computer operations and for recovery of the data if a problem does occur ä Backups should be performed at least once a week ä At least two people should know how to perform backup and recovery procedures ä At least one copy of important data should be kept offsite at all times

17. Slide 11-17 Disaster Recovery ä Refers to methods of recovering from a major disaster (e.g., hurricane, tornado, fire), which are different from routine backup/recovery methods ä System must be at a different site, often geographically distant from the site of interest

18. Slide 11-18 Typical Disaster Recovery Options ä Hot site: similar computer system is available and ready to use immediately if needed for most important functions; service is typically provided by a separate company ä Redundant system: existence of a second system (mirrored system) at a different location; system is usually maintained by the same organization ä Reciprocal agreement: agreement among companies with similar environments to provide backup systems (unless disaster affects them, too)

19. Slide 11-19 Typical Disaster Recovery Options, continued ä Cold site: basic shell that can be set up with everything when needed; less expensive than hot site but not as readily available ä Service bureau: provides short-term backup, usually for application-specific needs (less expensive but more limited provisions)

20. Slide 11-20 Management of Human Resources Major issues include ä End user application development ä Support systems for end-user computing ä Control systems for end-user computing

21. Slide 11-21 End User Application Development - Advantages ä May save time and expense compared with development by information systems professionals ä May reduce backlog of projects for systems development staff so they can concentrate on most critical projects for the organization ä May be more likely to meet end users’ needs

22. Slide 11-22 End User Application Development - Disadvantages ä May duplicate systems already in existence because of lack of knowledge of other departments’ systems ä May develop systems that are incompatible with other systems or that do not meet company standards ä May have to use trial and error, possibly producing an inferior or erroneous system ä May omit important systems development procedures useful in long term ä May result in need for additional management controls and coordination

23. Slide 11-23 Support Systems for End User Computing ä Decisions must be made as to the level of support needed, as well as whether to provide the services with internal personnel or with external personnel ä Widely used support systems: ä Training ä Help desk systems

24. Slide 11-24 Training Considerations ä Length of training needed may vary with different end users ä Too many participants may reduce the chances for meeting individual needs ä Computer applications training should involve actual hands-on activities ä Multiple short sessions are more effective than the same total time in one session ä Evaluation should be included, both of the trainer and of the participants

25. Slide 11-25 Training Trends ä Use of simultaneous interactive video, involving videoconferencing equipment and computer networks, so trainees can be at various locations worldwide ä Use of Internet-based training, which allows training to be self-paced and available from any location with an Internet connection; also allows for quick updates to course content

26. Slide 11-26 Help Desks and Related Assistance ä Allows end users to use phone or email to obtain assistance, depending on system in use ä Some companies have internal systems, some have external systems, some use a combination of both ä Software is available to assist with this activity

27. Slide 11-27 Typical Capabilities of Help Desk Software ä Automatic call distribution, so the appropriate person responds to an end user question ä Text retrieval system that can be searched quickly to provide assistance ä Call-tracking system, so records can be maintained concerning the types of calls and locations of problems

28. Slide 11-28 Typical Capabilities of Help Desk Software, continued ä Multimedia support so that help desk personnel can view diagrams and other media that can assist them in answering end users’ questions ä Online solution database so end users can try to find answers without calling help desk

29. Slide 11-29 Control Systems for End User Computing ä End user control systems are used to reduce the potential waste of time and money by coordinating activities and to provide security to the systems. Specific types of controls involve ä identification of appropriate application development projects ä proper access and use of hardware and software, including productive use ä appropriate data access and use, with security equivalent to other systems

30. Slide 11-30 Management of Procedures In addition to controls already discussed, other major procedural issues include ä quality assessment, such as use of Malcolm Baldrige guidelines or ISO 9000 criteria ä cost allocations, keeping records to assist in using resources most effectively ä usage logs, which can assist in cost allocations and planning; usage log software is also available for Internet/intranet operations

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