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

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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

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.

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

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

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

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

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.

Slide Management of Data Major concerns include ä consistency ä security ä backup/recovery ä disaster recovery

Slide 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

Slide Data Security Primary concerns: ä Access and control ä Virus protection ä Transmission protection

Slide 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

Slide 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

Slide 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

Slide 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

Slide 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

Slide 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)

Slide 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)

Slide 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

Slide 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

Slide 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

Slide 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

Slide 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

Slide 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

Slide Help Desks and Related Assistance ä Allows end users to use phone or 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

Slide 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

Slide 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

Slide 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

Slide 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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