Manage IT! (eBook)

Contents 5
Preface 10
Introduction 12
The field 12
Importance of the field 12
Limits of the field 13
Characteristics of the tasks 13
Purpose of the book 13
IT management: the basis 13
IT management: processes 14
Organizing processes 15
Control of IT processes 15
Aspects 16
The future 16
Manage IT! Organizing IT Supply and IT Demand 17
Part 1 IT management: The basis 19
Chapter 1 The basis of the field 20
IT management 21
Content of this chapter 21
WHAT IS IT MANAGEMENT ALL ABOUT? 22
Tasks and objects 22
Definition of the domain 24
Starting points 25
THE IMPORTANCE OF IT MANAGEMENT 25
VIEWS ON IT MANAGEMENT AND THE EXTERNAL INFLUENCES INVOLVED 30
DEFINITION OF THE BASIC CONCEPTS AS USED IN THIS BOOK 37
QUESTIONS 38
Chapter 2 Supplying IT products and services within an architecture 40
Contents of this chapter 41
WHAT REQUIREMENTS DO IT–SERVICES AND PRODUCTS HAVE TO MEET? 42
WHY OPERATE UNDER AN ARCHITECTURE? 47
WHAT IS AN ARCHITECTURE FOR IT FACILITIES? 48
QUESTIONS 56
Part 2 Traditional IT management: organizing demand and supply 57
Chapter 3 Task focussed and simultaneous process-focussed supply of facilities 58
ORGANIZING WORK 59
HOW TO INTRODUCE PROCESS-FOCUSSED OPERATING? 62
CONTROLLING PROCESSES 67
QUESTIONS 70
Chapter 4 The demand-side: functional management (using the method BiSL) 72
Contents of this chapter 73
THE DEMAND FOR IT FACILITIES 74
LOOKING AT THE DEMAND-SIDE SYSTEMATICALLY: BiSL 77
THE PROCESSES AT THE DEMAND-SIDE IN MORE DETAIL: VARIOUS BISL-TASKS 81
QUESTIONS 89
Chapter 5 The supply-side: application management (using the method ASL) 91
THE SUPPLY-SIDE: APPLICATION MANAGEMENT AND EXPLOITATION OF IT FACILITIES 92
METHOD FOR APPLICATION MANAGEMENT: ASL 94
THE ASL PROCESSES LOOKED AT 98
QUESTIONS 107
Chapter 6 The supply-side: exploitation (using methods like ITIL, MOF-MSF/eTOM) 108
Contents of this chapter 109
THE PLACE OF EXPLOITATION 109
COMPUTER CENTRES AND CONTROL OF COMPUTER CENTRES 110
THE IT INFRASTRUCTURE LIBRARY (ITIL): A METHOD OUTLINING THE PROCESSES IN IT EXPLOITATION ITIL 115
ADVANTAGES AND DISADVANTAGES OF INTRODUCING ITIL 120
A FEW ITIL PROCESSES IN MORE DETAIL 122
OTHER METHODS THAT INDICATE THE PROCESSES AT IT EXPLOITATION 127
MOF and MSF 128
MSF 129
TMN model 130
QUESTIONS 133
Chapter 7 Organizing IT Tasks and Processes 134
Contents of this chapter 135
TRENDS IN ORGANIZATION THEORY 135
POINTS OF INTEREST IN SETTING UP ORGANIZATIONS 139
THE THEORY, THE IT ORGANIZATION AND THE ITIL, ASL AND BiSL PROCESSES 146
WHO PERFORMS THE PROCESSES: INSOURCING AND OUTSOURCING 149
QUESTIONS 155
Part 3 Controlling IT facilities 157
Chapter 8 Controlling IT facilities (IT governance) 158
Contents of this chapter 159
WHO CONTROLS AND HOW DOES HE/SHE DO IT? 160
WHAT ARE THE CONTROL POSSIBILITIES FOR THOSE THAT DEMAND IT FACILITIES? 161
CONTROL USING INFORMATION 180
PLANNING IT FACILITIES 185
QUESTIONS 189
Chapter 9 House in order: evaluating and improving 190
EVALUATION AND IMPROVEMENT 192
THE PROCESSES: PERSPECTIVE ON PROCESS IMPROVEMENT 194
EFQM Model 198
THE PROCESSES, RISK PERSPECTIVE 202
THE PROCESSES: AUDIT PERSPECTIVE 206
PERFORMANCE REQUIREMENTS REGARDING PRODUCTS 207
QUESTIONS 210
Chapter 10 Innovation from the customer and the chain perspective 212
Contents of this chapter 213
TRENDS IN THE SERVICE INDUSTRY, INCLUDING THE IT SERVICE INDUSTRY 214
POINTS OF DEPARTURE IN DEVELOPING IT PRODUCTS AND SERVICES 215
DISCOVERING, DEVELOPING AND IMPLEMENTING A NEW PRODUCT OR A NEW SERVICE 221
THE IMPACT ON THE ORGANIZATION OF WORKING WITHIN CHAINS 226
QUESTIONS 228
Part 4 Aspects of IT management 229
Chapter 11 The financial aspects 230
Contents of the chapter 231
THE FINANCIAL PERSPECTIVE AND IT PRODUCTS AND SERVICES 231
KNOWING COST PRICES DEMANDS 237
WHAT DO WE USE OUR KNOWLEDGE ABOUT THE COSTS OF PRODUCTS AND SERVICES FOR? 239
AND WITH REGARD TO THE FACTS THERE ARE...... 245
QUESTIONS 246
Chapter 12 The personnel aspects 248
Contents of this chapter 249
STAFFING THE IT ORGANIZATION 250
A BOTTOM-UP APPROACH FOR ARRIVING AT FUNCTION DESCRIPTIONS 253
APPLICATIONS OF ROLES, CONTEXT, TASK CLUSTERS AND COMPETENCIES 262
QUESTIONS 264
Chapter 13 Procurement of IT products and services (using the method ISPL) 266
Contents of this chapter 267
DEFINITIONS OF THE CONCEPT OF PURCHASE AND MODEL OF THE PURCHASE OF GOODS AND SERVICES 268
REASONS FOR CONSIDERING AN ORGANIZATION SPECIFICALLY FOR IT PROCUREMENT 270
DIFFERENCES AT PROCUREMENT OF IT PRODUCTS AND SERVICES 272
THE IMPACT OF INTERNET ON IT PROCUREMENT 275
CONSIDERING PROCUREMENT METHODICALLY 277
THE ISPL METHOD 279
QUESTIONS 287
Chapter 14 Controlling contracts using service level agreements 289
Contents of this chapter 290
SERVICE LEVEL AGREEMENTS: OFTEN THE ELABORATION OF A CONTRACT 291
WORKING WITH SERVICE AGREEMENTS 298
SPECIFYING AND CONTROLLING SERVICE AGREEMENTS 303
CONTENTS OF SERVICE LEVEL AGREEMENTS 309
QUESTIONS 311
Chapter 15 Securing IT facilities (according to amongst others ISO 17799) 312
Contents of this chapter 313
SECURITY, REQUESTS OF THE DEMAND ORGANIZATION AND POSSIBLE ANSWERS FROM THE SUPPLY ORGANIZATION 314
WORKING SYSTEMATICALLY AT SECURING OF IT FACILITIES 317
APPROACHES OF CONTINUITY IN IT FACILITIES 324
DEALING WITH CONFIDENTIALIT OF DATA WHEN USING IT FACILITIES 327
IN CASE ONE WANTS GUARANTEES OR WANTS TO TRANSFER RISKS TO A THIRD PARTY 333
QUESTIONS 335
Chapter 16 Standardization of content, process and product 337
Contents of this chapter 338
WHAT ARE STANDARDS? 339
VARIOUS PERSPECTIVES ON THE USE OF STANDARDS 341
STANDARDS FOR CONTENT, PRODUCT AND PROCESS 347
STANDARDS AND INDEPENDENT BODIES SUCH AS GOVERNMENTS AND INTERNATIONAL STANDARDIZATION ORGANIZATIONS 350
REMARKS ON OPEN SOURCE SOFTWARE 355
QUESTIONS 356
Part 5 IT management tomorrow 358
Chapter 17 IT management en route to 2027 (a.o. ITIM) 359
Contents of this chapter 360
IT DIFFERENT FROM OTHER INFRASTRUCTURE SERVICES, SUCH AS TRANSPORT, TELECOMMUNICATION AND ENERGY? 361
THE PARALLELS AND THE LESSONS 364
TWO VIEWS ON DEMAND AND SUPPLY OF IT: THE UTILITY VIEW AND THE PORTFOLIO VIEW 368
LOOKING AT IT FACILITIES AS UTILITIES 368
CONTROLLING IT AS A PORTFOLIO OF LINE TASKS AND PROJECTS 371
TRENDS AND EFFECTS ONE WILL ENCOUNTER IN CONTROLLING IT 375
ORGANIZING OF KNOWING AND FORGETTING 379
INCREASINGLY HIGHER DEMANDS ON RELIABILITY OF IT FACILITIES 381
THE ROAD TO 2027 383
QUESTIONS 385
APPENDIX A Short case studies about the contents of a chapter 387
INTRODUCTION 387
Part A. 1. IT management: the basis 388
Part A.2. Traditional IT service management: organizing demand and supply 405
Part A.3. Controlling IT Facilities 425
Part A.4. Aspects of IT management 439
Part A.5. IT management tomorrow 464
APPENDIX B Extended case studies for group assignments 468
INTRODUCTION 468
Part B.1. IT management: the basis 470
Part B.2. Traditional IT management: organizing demand and supply 490
Part B.3. Controlling IT facilities 515
Part B.4/B.5. Aspects of IT management/IT management tomorrow 538
APPENDIX C Concepts and abbreviations 564
INTRODUCTION 565
THE PRINCIPAL TERMS EXPLAINED IN BRIEF 565
DEFINITIONS AND EXPLANATION OF SOME ABBREVIATIONS 567
APPENDIX D Literature 572
SOURCES IN THE ENGLISH LANGUAGE 573
APPENDIX E Explanation ITIL service delivery and support processes 589
SERVICE SUPPORT 590
SERVICE DELIVERY TASKS 593
APPENDIX F Levels on which the IT demand and supply organizations can operate (Giesberts, 2000) 596
LEVELS 597
APPENDIX G Relevant Websites 600
GENERAL 601
EXAMPLES OF SITES WITH TOOLS 602
EXAMPLES OF SITES ON SECURITY 602
EXAMPLES OF SITES ON PROCUREMENT OF IT FACILITIES 603
SITES OF MAGAZINES 604
SITES ABOUT STANDARDIZATION 603
Index 605