IT Serv Mgmt Note

8/3/2019 IT Serv Mgmt Note

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Basic Management Roles

Any type of mgmt level; all managers must play certain roles. These roles may be changed according t

their mgmt level and situation their mgmt practices.

There are three types of mgmt roles,

Interpersonal roles the roles of the figure head and leader and

liaison involves with dealing with other people.

Informational roles- which involves the processing of the

information

Decisional roles which primarily related to making decisions.

Management skills

Technical skills--- > knowledge workers Interpersonal skills

Conceptual skills

Diagnostic skills

Category Role Sample activities

Interpersonal y Figure head y Attending ribbon cutting ceremonies of the new

plant

y Leader y Encouraging employees to improve productivity.

y Liaison y Coordinating activities of through project groups

Ex: you work as an IT mgr, and you have to relocate t

network. So you have to get the help of different

depts.

Informational y Monitor y Monitors all the operations.

Ex: scanning industry reports to stay of development

y Disseminator y Sending memos outlining new organizational

initiatives.

y Spokespersony Making a speech to discuss about growth plans.

Decisional y Entrepreneur y Developing new ideas for innovation.

y Disturbance handler y Resolving conflicts between two subordinates.

y Resource allocator y Reviewing and revisiting budget requests.

y Negotiator y Reaching agreement with the key supplier or the labo

union.



Mangers generally use different combinations of skills at different levels of the organization for example

top managers rely heavily on conceptual and diagnostic skills. Fist line managers put more force on

technical and interpersonal skills. Middle managers are like to rely on an equal blend of all four skills.

Conceptual skills Diagnostic skills

T o p m a n a g e r s

M i d d l e m a n a g e r s

F i r s t l i n e m a n a g e r s

Technical skills Interpersonal skills



Technical skills - are the skills necessary to accomplish or understand the specific kind of work been

done in an organization. They gather basic skills by completing recognize programs or study at colleges

and universities then they can experience in actual work situations. Technical skills are necessary for first

line managers. These managers spend much of their time training subordinates and answering questions

about work related problems. They must know how to perform the task assigned to those they

supervise if they are to be effective mangers.

Interpersonal skills managers spend considerable time interacting with people both inside and the

outside of the organization. As a manger climbing the organizational ladder he must be able to get along

with subordinates, peers and those at the high level of the organization. The manger must also be able

to work with suppliers, customers, investors and other outsiders of the organization.

Conceptual skills - develop on the mangers ability to think in the abstract. Managers need the mental

capacity to understand the overall working of the organization and its environment.

Diagnostic skills skills that enable a manager to visualize the most appropriate response to a situation.

21/1/2012

The science and the art of the management

In the note

Information Systems

Process

Data ----------------- Information

Date is raw facts. After the processed date output is called information. Information help0s to the

decision making process. Different levels of management people use internal and external information

according to the requirements.



IT department

IT department is responsible for all ICT functions in the organization. Normally IT department runs as a

cost centre. IT department is managed by CIO, group IT manager or IT manager. According to the level of

the organization and how much they are dependent on IT, its functions may be varying.

IT arrangement

Need more IT staff

I T

E x p e r i e n c e

Time

IT management

Characteristic of the host

organization Technical Level

IT literatureStrategic impact of IT



IT services depend on the particular organizations and their functional areas. According to the

organizational requirements they use in-house development or outsource development process to

maintain or implementations. Level of the in-house is dependent on the organization. If company is not

directly dependent on the IT services fully outsource the IT service. Companies directly dependent on

the IT services use more in- house developments. Other companies according to the situation use in-

house or outsourcing.

Ex: Exide Battery Company- fully outsourced

IT SERVICE

In houseDevelopment

Outsource



22/1/2012

Structure of the IT department

Large organization with in-house and several plantations has a common structure which may be varying

according to the company requirements and dependency on IC (Information Center).

Information center

This unit has engaged to provide support for pc based users and to integrate the end user computing.

The main services are,

y Educational training

y Consultancy

y Installation support and problem solving

y Introduce standards

y Help desk

y Maintain documentation of user development system

y Newsletter service / intranet extranet

y Coordination with the other units of the IT department

chariman/CEO Bord of Directors

CIO

IC

Manager

Asst-manager

System Manager

System Analyst

AnnalystProgrammer

DataCenter

DBA

Network andinfrastructure

manager

Network engineer

Network Admin

Director IT

GM IT

VP - IT



Data Center

It is a part of the IT department of a large organization. This unit is responsible for the information

storage processing and distribution on a centralized base. Therefore for it is located at the head office

with servers and high speed peripherals.

IT department functions

IT Forum

Everybody in the organization can participate in the IT forum. Large discussions can be happened. This is

the basic level to identify the user requirements and changes need to apply.

IT board

IT board is a management group in the organization. Top manager gives the leadership. IT board submitsroad map to the IT department.

IT policy

This is a technical document which provides guidel9nes to IT department.

Ex: System Security policy, Internet and e-mail policy, backup procedure, disaster recovery plan,

business contingency plan and so on.

According the organization requirements IT policy may update.

Project Team

Project team is a group of people engaged to achieve a common goal. This may be management or

general staff. Normally project team is dissolved after the completion of the project.

IT Board

IT Policy

Strategic Committee

/Steering Committee

Project Team

IT Forum

CIO



Strategic/Steering Committee

Steering committee is supposed to give some guidelines to the project team and the IT board. Normally

top managers participate in the steering committee.

Help Desk

It can be a part of the IC. It provides limited set of facilities, inquiries regarding new technology, new

software and common problem solving. Some help desks are fully automated and others are manually

operated. Most of the help desks us both the combinations of manual and automated.

Service Desk

This also functions as a help desk but it generally participates for physical handling of customer problem

solving. This is a physical setup for customer interaction.

Customer handling functions

Fault login

It can incorporate to the help desk or service desk. It can be a part of either way of operation and

automated or human. In addition to the user requirements it should maintain physical log of such

reporting and subsequent actions taken in addition to the electronic copy.

Problem management

As explained above in dealing with customer problems. There are multiple options available. Every

organization need well documented procedures, systems and methods to implement these options.

There should be a way to monitor these implementations. In addition to setup proper feedback systemto correct any failures. (Ex: CRC system)

Customer account management

A customer may need various types of services at a given situation. Example fixing software bug,

network problem, software or hardware operation guidance etc. these services are provided by

specialized people attached to various functional units.

Ex: Customer relationship management System (CRM) supposes to perform these functions.

Availability management and performance management

Measurements of services, there are various techniques available. Response time, transaction time,

MTBF (mean time between failures), MTTR (mean time to repair).



CIO Responsibilities

IS executive has the following six primary responsibilities.

y Understand the business particularly markets in which the firm sells its products and services.

y Establish credibility of the IS department.

y Thereby increasing the confidence of executive management in ideas presented by IS

management.

y Increase the technical maturity of the firm, making it easier for all the employees to apply IT to

their work.

y Create a vision of the future and seal it by setting a goal for the use of IT by the organization

and conversing others to embrace this vision. Implement an information system architecture

that will support the vision and the company in the future.

y Develop mature relationship with senior management, Line executives, suppliers, partners and

customers.

Information

Information is data that has been processed into a form which is meaningful to the recipient and is of

real value in current or prospective decisions.

Characteristics of good information

y Information must be presented in a clear form.

y Information must be communicated at the right time.

y Information must be relevant to the recipient.

y I

nformation must be accurate and complete.

*****Classification of Data or information Sources (important)

Letter for supplier

E-mail from external contractors

Fax on competitor moves

Customer meetings

Memos

Face to face conversations

Telephone conversations

Minutes of formal meetings with

clients

Annual cooperate report of

competitors.

Monthly project report.

Annual budget plan.

Daily production report.

External Internal

Informal

Formal



Why organization use IT systems?

How can an organization improve its business process in todays competitive world?

Every organization has to face competition. Therefore they must try to provide what the customer

wants, with the quality that they recognized as good. ICT systems can be used to reduce the cost,

improve productivity, identify the customer requirements, and introduce new design and so on.

How can an organization benefit from major trends and business environments and

technologies?

1. Competition is becoming in global scope.

2. Organizations are continuously dividing new ways to do business.

3. New ways of overcoming the problems of distance and timing.

4. Major trends in technology.

5. Greater mini authorization, speed and portability mini authorization is the process of

manufacturing of more capable yet smaller components.

How can an organization achieve maximum benefit from information?

How can an organization extend its human skill and motivate its people?

How can an organization can make most of the surrounding information and context?

How can an organization respond and recognize system related risks?

How can an organization to chose to build and maintain IS?

Strategic use of IS

Internal systems to

improve processes

and structure

System-based

products and

services

Link to other

organizations

Looking inward

Looking across

Looking inward



Looking inward -To improve company process and structure

This happens in two stages

1. In early stages by automating administrative systems.

2. In early 90s business process re- engineering (BPR) is the second stage.

It was used as a tool to implement BPR projects.

BPR is a process to identify the current requirements and rearrange the business

according to the fulfillment of new requirements.

Looking outward incorporate the products and services.

Looking across- linking to other organizations.

30/1/2012

Why people resist the introduction of IT systems

y Lack of knowledge about the IT system.

y Fear of loosing their jobs due to less number of vacancies.

y Change their informal authority and reputation.

y After the IT system implementation system becomes more accurate and efficient, therefore its

easy to make audits and identify the malfunctions.

y The people who enjoy misusing the current system may be restrict about the IT system.

Solutions

Lack of support from management and staff head of IT should make confidence about the IT

system. He should clearly explain how to install the system, time duration takes for the

implementation, investment cost, ROI, how to design business recovery and contingency plan.

Arrange training programs - Identify the IT knowledge level and categorize according to the

knowledge level. This program may be internal or external. Most of the places use a

combination of in source and outsource training programs.

Special training about the particular system- This is a very special training which is dependent

on the operational standard levels of the particular employee.

Create a manual for all the systems- proper documentation about the system operations.

Using different techniques identify the requirements and vision of the system which can be

done using interviews, questionnaires, group meetings and observations. This will be helpful to

buildup a user-friendly system as well as make more confidence on the system.



Logical view of IT system and management level

Types of information systems

Transaction Processing System (TPS)

Transaction Processing System is the basic business system that serves the operational level of the

organization. Which is a computerized system that performs and record daily routine transactions

necessary to conduct the business that were considered essential to business, such as pay role

processing, order processing, invoicing and etc. Most of the applications were run periodically. For an

example weekly or monthly batch mode of operation.

They were typically developed by specialized programmers. The computer and system were maintained

and operated by specialized technical operators.

Two features of TPS,

Many TPS defined in the boundary between the organization and its environment. They connect

customers to the firm warehouse, factory and management. If TPS doesnt function well the

organization fails either to receive inputs (orders) or deliver outputs (assembled goods).

TPS is the major producer of information for the other types of systems. Because TPS track

relation with the environment.

SM

TM

OM

EIS

MIS

MSS

DSS

TPS

Operational Staff Primary Data

External Data

External Data



KnowledgeWorker System (KWS)

Knowledge worker is a specialized person who creates new knowledge by on his own using existing

information.

KWS is an information system that aids the knowledge workers in creation and integration new

knowledge in the organization.

Office automation system (OAS)

Is a computer system such as word processing, e mail system and scheduling system which is design to

increase the productivity of the data workers in the office.

KWS & OAS

KWS & OAS serve the information needing at the knowledge level of the organization. KWS aimsknowledge workers while OAS basically focuses data workers.

KWS systems such as scientific or engineering design systems prompt the creation of new knowledge

and ensure that the knowledge and technical expertise are properly integrated into the business.

Data workers typically have less formal advanced education. OASs are information technology

applications designed to increase the productivity of the data workers in the office by supporting the

coordinating and communicating activities of a typical office. OAS leads to a paper less, people less

office system and also office less society.

11/2/2012

MIS (Management Information Systems)

Computer system at the management level of an organization that serves the functions of planning,

controlling and decision making by providing routine summery and exceptions reports. Conventionally

MIS operated in batch mode providing large hardcopy reports and providing set of periodic reports to

the management which supports to the online access to the organization current performance and

historical records. Typically MIS is oriented on almost exclusively internal not environmental or external.

MIS well supports addressed structured questions that are known well in advance. These systems are

generally not flexile and have a little analytical capacity.

Characteristics of MIS

y MIS supports structured and semi structured decisions at the operational and management

control level. However they are used in planning purpose of senior management staff.

Ex: generating sales forecasting



y MIS are generally reporting and control oriented. They are designed to report on existing

operations and therefore to help and provide day to day control of operations.

y MIS rely on existing cooperate data and data sources.

y MIS have a little analytical capability.

y MIS generally supports in decision making using past and present data.

y MIS are relatively inflexible.

y MIS have an internal and rather than external orientation.

y Information requirements are known and stable.

y MIS requires lengthy and analytical and decision process.

Ex: on the orders of 1 to 2 years.

System management concepts

1. System approach it is a way to look a problem and analyze it and give a solution for total view

of a situation. This approach can be used for all kind of problem situations. Therefore IT

managers should have a system approach to problem solving.

2. Organizational decisions (OD) it is structuring of the organizational components for optimal

operational performance. It provides multiple options for organization. The OD can rapidly

change the current practice.

Use of MIS to enhance the management control

Management control is normally considered as a job of tactical management.

Management techniques

1. Budgetary control system actual achievement cooperate with the plan. In cooperate with

feedback control budget for the plan can include into the M IS and can generate various

analytical reports as a part of the MIS base on this reports mgmt can take corrective

measures to monitor the performance in line with budget.

2. Management by exceptions exceptional condition and situation, according to the situation

we have to react. E.g. in a trading company fast moving item and slow moving item. 80% of

problems are originating from smaller numbers (20%).

3. Management by objectives (MBO) The managers and the subordinates agree on future

targets and rewards he or she will receive according to the achievement of these objectives.

Both parties agree to targets and rewards to define time duration. End of the particular time

duration check the achievement and according to the achievement can be provide rewards.

4. Use of graphical presentation as part of MIS rewards. Eg statistical bar charts, line graph,

graphical presentations these are help to improve the understanding of the situation.

5. Performance reports checking the performance of the organization sales salary, profit

analyze,

6. Break even analyze

EXP = Over head +Direct cost



Income

Expenditures

Profit

Break even

This can be applied to the total break event is the point at which an organization should achieve if

results to balance to income manage.

Ratio analyze

NPAT NPAT

Decision M

Decision making is some kind of practice which is selecting something correct or wrong. There are so

many models to identify the decision making process. One common model is Simons model. According

to Simons model suggest 4 steps model.

1. Problem identification- identify the problem and owner of the problem (if some problem is

related to particular person scope, he is the owner of the problem.

2. Design it can be quantitative analysis. In this stage multiple options are considered to

solve the problem. In this case decision maker identify the multiple course of action.

3. Evaluate the scenarios and design on the best.

4. Implementation

Stage IS Support

1 MIS,EIS,ES

Environment scanning(both internal and

external

2 DSS,MIS,ES,MSS3 DSS,ODSS,GDSS

4 DSS,ES

Capital Sales

IT Serv Mgmt Note

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