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Chapter 5 IT Processes Paula Goulding ICT622.

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Presentation on theme: "Chapter 5 IT Processes Paula Goulding ICT622."— Presentation transcript:

1 Chapter 5 IT Processes Paula Goulding ICT622

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 ICT622

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 ICT622

4 ICT622

5 CobiT Business objectives IT Governance Information Monitoring
Planning and organization Acquisition and implementation Delivery and support Monitoring IT Resources ICT622

6 38 IT Management Processes
Strategic Level Processes Long Term Tactical Level Processes Short Term Operational Level Processes Day-to-Day ICT622

7 Strategic Level Process
Strategic Planning and Control Business strategic planning Architecture planning IT strategic planning and control ICT622

8 Business Strategic Planning
Enabled/driven by IT Defines enterprise demands on IT function through strategic plan period Opportunity occurs through meeting enterprise demands ICT622

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 ICT622

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 ICT622

11 Tactical Level Processes
Management Planning Management System monitoring and planning Development Planning Application planning Data planning Network planning System planning Project planning ICT622

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 ICT622

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 ICT622

14 Service Planning Processes
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 Service level planning and management Negotiates service level agreements Recovery planning and management Ensures continuation of operations in event of disaster ICT622

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 ICT622

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 ICT622

17 Operational Level Processes
Project Management Project assignment Project scheduling Project controlling Project requirements control Project evaluating Resource Control Change control Asset management ICT622

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 ICT622

19 Operational Level Processes
Administration Services Financial performance Staff performance Education/training Recruiting, hiring, retention Information Services Production Service marketing ICT622

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 ICT622

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 ICT622

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 ICT622

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 ICT622

24 Resource Control Asset management Change control
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 Change control Record change requests Prioritize and group changes Schedule, defer, reject changes Monitor testing Monitor installation Report and control status of changes ICT622

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 ICT622

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 ICT622

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 ICT622

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 ICT622

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 ICT622

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 ICT622

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 ICT622

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 ICT622

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 ICT622

34 Administrative Services Processes
Education and training Perform training and education for information systems services Develop and maintain educational documentation Maintain education and training profile for IT staff Staff performance Collect data on absences, accidents, attendance Collect data on job performance Compare and report productivity ICT622

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 ICT622

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 ICT622

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 ICT622

38 Ownership of Processing
Consider: Financial conditions Services Relationships Reliability Outsourcing ICT622


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