Thiadens Manage IT!

Organizing IT demand and IT supply
1. Auflage 2006
ISBN: 978-1-4020-3710-8
Verlag: Springer Netherlands
Format: PDF
Kopierschutz: 1 - PDF Watermark

E-Book, Englisch, 618 Seiten

In the network economy almost every organization depends on perfect IT facilities. Every organization is forced to reflect on its IT demand. Realizing the organization of supply and demand is the subject of this book. The book consists of five parts. In the first part, IT management tasks and the objects involved are discussed. The execution of these tasks has to meet with functional and performance demands. These requirements are more easily met when an organization has a transparent IT architecture at its disposal.

The second part outlines traditional IT management. The starting point is a process-oriented functioning of the IT organization. This goes for both the IT demand organization as well as the IT supply organization. In this part, methods like BISML, ASL, ITIL, MOF, MSF, TMN and eTOM are discussed. The third part deals with controlling IT. The aim of this control is diverse. Control is different when striving for efficiency and complying with accountant?s requirements, compared to the control as used when IT is a means to comply with customer?s and/or chain partners? wishes. In the latter case, innovation of IT processes is an issue. Part four tackles aspects of IT management. Amongst other things, the financial, personnel, purchasing, legal and security aspect in IT are discussed. Besides this, attention is paid to entering service agreements and achieving standardization. The book ends with a look into the future. The effects of striving for "utility computing" and better control of IT by means of "IT portfolio management" are explained. The book is supported by the website www.ict-management.com. On this site every chapter can be found in the form of a presentation. Lecturers using the book have access to suggestions with solutions for all of the 17 smaller and 8 larger cases, as included in this book.

Zielgruppe

Computer Science, general, Computer Systems Organization and Communication Networks, Computer System Implementation, Management of Computing and Information Systems, Technology Management, Business Information Systems

Autoren/Hrsg.

Thiadens, Theo

Fachgebiete

• Mathematik | Informatik EDV | Informatik Business Application Unternehmenssoftware SAP
• Mathematik | Informatik EDV | Informatik EDV & Informatik Allgemein
• Wirtschaftswissenschaften Betriebswirtschaft Management Forschung & Entwicklung (F&E), Innovation
• Wirtschaftswissenschaften Betriebswirtschaft Wirtschaftsinformatik, SAP, IT-Management
• Mathematik | Informatik EDV | Informatik Technische Informatik Systemverwaltung & Management

Inhaltsverzeichnis

1;Contents;5
2;Preface;10
3;Introduction;12
3.1;The field;12
3.2;Importance of the field;12
3.3;Limits of the field;13
3.4;Characteristics of the tasks;13
3.5;Purpose of the book;13
3.6;IT management: the basis;13
3.7;IT management: processes;14
3.8;Organizing processes;15
3.9;Control of IT processes;15
3.10;Aspects;16
3.11;The future;16
3.12;Manage IT! Organizing IT Supply and IT Demand;17
4;Part 1 IT management: The basis;19
4.1;Chapter 1 The basis of the field;20
4.1.1;IT management;21
4.1.2;Content of this chapter;21
4.1.3;WHAT IS IT MANAGEMENT ALL ABOUT?;22
4.1.4;Tasks and objects;22
4.1.5;Definition of the domain;24
4.1.6;Starting points;25
4.1.7;THE IMPORTANCE OF IT MANAGEMENT;25
4.1.8;VIEWS ON IT MANAGEMENT AND THE EXTERNAL INFLUENCES INVOLVED;30
4.1.9;DEFINITION OF THE BASIC CONCEPTS AS USED IN THIS BOOK;37
4.1.10;QUESTIONS;38
4.2;Chapter 2 Supplying IT products and services within an architecture;40
4.2.1;Contents of this chapter;41
4.2.2;WHAT REQUIREMENTS DO IT–SERVICES AND PRODUCTS HAVE TO MEET?;42
4.2.3;WHY OPERATE UNDER AN ARCHITECTURE?;47
4.2.4;WHAT IS AN ARCHITECTURE FOR IT FACILITIES?;48
4.2.5;QUESTIONS;56
5;Part 2 Traditional IT management: organizing demand and supply;57
5.1;Chapter 3 Task focussed and simultaneous process-focussed supply of facilities;58
5.1.1;ORGANIZING WORK;59
5.1.2;HOW TO INTRODUCE PROCESS-FOCUSSED OPERATING?;62
5.1.3;CONTROLLING PROCESSES;67
5.1.4;QUESTIONS;70
5.2;Chapter 4 The demand-side: functional management (using the method BiSL);72
5.2.1;Contents of this chapter;73
5.2.2;THE DEMAND FOR IT FACILITIES;74
5.2.3;LOOKING AT THE DEMAND-SIDE SYSTEMATICALLY: BiSL;77
5.2.4;THE PROCESSES AT THE DEMAND-SIDE IN MORE DETAIL: VARIOUS BISL-TASKS;81
5.2.5;QUESTIONS;89
5.3;Chapter 5 The supply-side: application management (using the method ASL);91
5.3.1;THE SUPPLY-SIDE: APPLICATION MANAGEMENT AND EXPLOITATION OF IT FACILITIES;92
5.3.2;METHOD FOR APPLICATION MANAGEMENT: ASL;94
5.3.3;THE ASL PROCESSES LOOKED AT;98
5.3.4;QUESTIONS;107
5.4;Chapter 6 The supply-side: exploitation (using methods like ITIL, MOF-MSF/eTOM);108
5.4.1;Contents of this chapter;109
5.4.2;THE PLACE OF EXPLOITATION;109
5.4.3;COMPUTER CENTRES AND CONTROL OF COMPUTER CENTRES;110
5.4.4;THE IT INFRASTRUCTURE LIBRARY (ITIL): A METHOD OUTLINING THE PROCESSES IN IT EXPLOITATION ITIL;115
5.4.5;ADVANTAGES AND DISADVANTAGES OF INTRODUCING ITIL;120
5.4.6;A FEW ITIL PROCESSES IN MORE DETAIL;122
5.4.7;OTHER METHODS THAT INDICATE THE PROCESSES AT IT EXPLOITATION;127
5.4.8;MOF and MSF;128
5.4.9;MSF;129
5.4.10;TMN model;130
5.4.11;QUESTIONS;133
5.5;Chapter 7 Organizing IT Tasks and Processes;134
5.5.1;Contents of this chapter;135
5.5.2;TRENDS IN ORGANIZATION THEORY;135
5.5.3;POINTS OF INTEREST IN SETTING UP ORGANIZATIONS;139
5.5.4;THE THEORY, THE IT ORGANIZATION AND THE ITIL, ASL AND BiSL PROCESSES;146
5.5.5;WHO PERFORMS THE PROCESSES: INSOURCING AND OUTSOURCING;149
5.5.6;QUESTIONS;155
6;Part 3 Controlling IT facilities;157
6.1;Chapter 8 Controlling IT facilities (IT governance);158
6.1.1;Contents of this chapter;159
6.1.2;WHO CONTROLS AND HOW DOES HE/SHE DO IT?;160
6.1.3;WHAT ARE THE CONTROL POSSIBILITIES FOR THOSE THAT DEMAND IT FACILITIES?;161
6.1.4;CONTROL USING INFORMATION;180
6.1.5;PLANNING IT FACILITIES;185
6.1.6;QUESTIONS;189
6.1.7;Chapter 9 House in order: evaluating and improving;190
6.1.8;EVALUATION AND IMPROVEMENT;192
6.1.9;THE PROCESSES: PERSPECTIVE ON PROCESS IMPROVEMENT;194
6.1.10;EFQM Model;198
6.1.11;THE PROCESSES, RISK PERSPECTIVE;202
6.1.12;THE PROCESSES: AUDIT PERSPECTIVE;206
6.1.13;PERFORMANCE REQUIREMENTS REGARDING PRODUCTS;207
6.1.14;QUESTIONS;210
6.2;Chapter 10 Innovation from the customer and the chain perspective;212
6.2.1;Contents of this chapter;213
6.2.2;TRENDS IN THE SERVICE INDUSTRY, INCLUDING THE IT SERVICE INDUSTRY;214
6.2.3;POINTS OF DEPARTURE IN DEVELOPING IT PRODUCTS AND SERVICES;215
6.2.4;DISCOVERING, DEVELOPING AND IMPLEMENTING A NEW PRODUCT OR A NEW SERVICE;221
6.2.5;THE IMPACT ON THE ORGANIZATION OF WORKING WITHIN CHAINS;226
6.2.6;QUESTIONS;228
7;Part 4 Aspects of IT management;229
7.1;Chapter 11 The financial aspects;230
7.1.1;Contents of the chapter;231
7.1.2;THE FINANCIAL PERSPECTIVE AND IT PRODUCTS AND SERVICES;231
7.1.3;KNOWING COST PRICES DEMANDS;237
7.1.4;WHAT DO WE USE OUR KNOWLEDGE ABOUT THE COSTS OF PRODUCTS AND SERVICES FOR?;239
7.1.5;AND WITH REGARD TO THE FACTS THERE ARE......;245
7.1.6;QUESTIONS;246
7.2;Chapter 12 The personnel aspects;248
7.2.1;Contents of this chapter;249
7.2.2;STAFFING THE IT ORGANIZATION;250
7.2.3;A BOTTOM-UP APPROACH FOR ARRIVING AT FUNCTION DESCRIPTIONS;253
7.2.4;APPLICATIONS OF ROLES, CONTEXT, TASK CLUSTERS AND COMPETENCIES;262
7.2.5;QUESTIONS;264
7.3;Chapter 13 Procurement of IT products and services (using the method ISPL);266
7.3.1;Contents of this chapter;267
7.3.2;DEFINITIONS OF THE CONCEPT OF PURCHASE AND MODEL OF THE PURCHASE OF GOODS AND SERVICES;268
7.3.3;REASONS FOR CONSIDERING AN ORGANIZATION SPECIFICALLY FOR IT PROCUREMENT;270
7.3.4;DIFFERENCES AT PROCUREMENT OF IT PRODUCTS AND SERVICES;272
7.3.5;THE IMPACT OF INTERNET ON IT PROCUREMENT;275
7.3.6;CONSIDERING PROCUREMENT METHODICALLY;277
7.3.7;THE ISPL METHOD;279
7.3.8;QUESTIONS;287
7.4;Chapter 14 Controlling contracts using service level agreements;289
7.4.1;Contents of this chapter;290
7.4.2;SERVICE LEVEL AGREEMENTS: OFTEN THE ELABORATION OF A CONTRACT;291
7.4.3;WORKING WITH SERVICE AGREEMENTS;298
7.4.4;SPECIFYING AND CONTROLLING SERVICE AGREEMENTS;303
7.4.5;CONTENTS OF SERVICE LEVEL AGREEMENTS;309
7.4.6;QUESTIONS;311
7.5;Chapter 15 Securing IT facilities (according to amongst others ISO 17799);312
7.5.1;Contents of this chapter;313
7.5.2;SECURITY, REQUESTS OF THE DEMAND ORGANIZATION AND POSSIBLE ANSWERS FROM THE SUPPLY ORGANIZATION;314
7.5.3;WORKING SYSTEMATICALLY AT SECURING OF IT FACILITIES;317
7.5.4;APPROACHES OF CONTINUITY IN IT FACILITIES;324
7.5.5;DEALING WITH CONFIDENTIALIT OF DATA WHEN USING IT FACILITIES;327
7.5.6;IN CASE ONE WANTS GUARANTEES OR WANTS TO TRANSFER RISKS TO A THIRD PARTY;333
7.5.7;QUESTIONS;335
7.6;Chapter 16 Standardization of content, process and product;337
7.6.1;Contents of this chapter;338
7.6.2;WHAT ARE STANDARDS?;339
7.6.3;VARIOUS PERSPECTIVES ON THE USE OF STANDARDS;341
7.6.4;STANDARDS FOR CONTENT, PRODUCT AND PROCESS;347
7.6.5;STANDARDS AND INDEPENDENT BODIES SUCH AS GOVERNMENTS AND INTERNATIONAL STANDARDIZATION ORGANIZATIONS;350
7.6.6;REMARKS ON OPEN SOURCE SOFTWARE;355
7.6.7;QUESTIONS;356
8;Part 5 IT management tomorrow;358
8.1;Chapter 17 IT management en route to 2027 (a.o. ITIM);359
8.1.1;Contents of this chapter;360
8.1.2;IT DIFFERENT FROM OTHER INFRASTRUCTURE SERVICES, SUCH AS TRANSPORT, TELECOMMUNICATION AND ENERGY?;361
8.1.3;THE PARALLELS AND THE LESSONS;364
8.1.4;TWO VIEWS ON DEMAND AND SUPPLY OF IT: THE UTILITY VIEW AND THE PORTFOLIO VIEW;368
8.1.5;LOOKING AT IT FACILITIES AS UTILITIES;368
8.1.6;CONTROLLING IT AS A PORTFOLIO OF LINE TASKS AND PROJECTS;371
8.1.7;TRENDS AND EFFECTS ONE WILL ENCOUNTER IN CONTROLLING IT;375
8.1.8;ORGANIZING OF KNOWING AND FORGETTING;379
8.1.9;INCREASINGLY HIGHER DEMANDS ON RELIABILITY OF IT FACILITIES;381
8.1.10;THE ROAD TO 2027;383
8.1.11;QUESTIONS;385
9;APPENDIX A Short case studies about the contents of a chapter;387
9.1;INTRODUCTION;387
9.2;Part A. 1. IT management: the basis;388
9.3;Part A.2. Traditional IT service management: organizing demand and supply;405
9.4;Part A.3. Controlling IT Facilities;425
9.5;Part A.4. Aspects of IT management;439
9.6;Part A.5. IT management tomorrow;464
10;APPENDIX B Extended case studies for group assignments;468
10.1;INTRODUCTION;468
10.2;Part B.1. IT management: the basis;470
10.3;Part B.2. Traditional IT management: organizing demand and supply;490
10.4;Part B.3. Controlling IT facilities;515
10.5;Part B.4/B.5. Aspects of IT management/IT management tomorrow;538
11;APPENDIX C Concepts and abbreviations;564
11.1;INTRODUCTION;565
11.2;THE PRINCIPAL TERMS EXPLAINED IN BRIEF;565
11.3;DEFINITIONS AND EXPLANATION OF SOME ABBREVIATIONS;567
11.4;APPENDIX D Literature;572
11.5;SOURCES IN THE ENGLISH LANGUAGE;573
12;APPENDIX E Explanation ITIL service delivery and support processes;589
12.1;SERVICE SUPPORT;590
12.2;SERVICE DELIVERY TASKS;593
12.3;APPENDIX F Levels on which the IT demand and supply organizations can operate (Giesberts, 2000);596
12.4;LEVELS;597
13;APPENDIX G Relevant Websites;600
13.1;GENERAL;601
13.2;EXAMPLES OF SITES WITH TOOLS;602
13.3;EXAMPLES OF SITES ON SECURITY;602
13.4;EXAMPLES OF SITES ON PROCUREMENT OF IT FACILITIES;603
13.5;SITES OF MAGAZINES;604
13.6;SITES ABOUT STANDARDIZATION;603
14;Index;605