Manage IT! - Organizing IT Demand and IT Supply

Contents

Preface

Introduction

The field

Importance of the field

Limits of the field

Characteristics of the tasks

Purpose of the book

IT management: the basis

IT management: processes

Organizing processes

Control of IT processes

Aspects

The future

Manage IT! Organizing IT Supply and IT Demand

Part 1 IT management: The basis

Chapter 1 The basis of the field

IT management

Content of this chapter

WHAT IS IT MANAGEMENT ALL ABOUT?

Tasks and objects

Definition of the domain

Starting points

THE IMPORTANCE OF IT MANAGEMENT

VIEWS ON IT MANAGEMENT AND THE EXTERNAL INFLUENCES INVOLVED

DEFINITION OF THE BASIC CONCEPTS AS USED IN THIS BOOK

QUESTIONS

Chapter 2 Supplying IT products and services within an architecture

Contents of this chapter

WHAT REQUIREMENTS DO IT–SERVICES AND PRODUCTS HAVE TO MEET?

WHY OPERATE UNDER AN ARCHITECTURE?

WHAT IS AN ARCHITECTURE FOR IT FACILITIES?

QUESTIONS

Part 2 Traditional IT management: organizing demand and supply

Chapter 3 Task focussed and simultaneous process-focussed supply of facilities

ORGANIZING WORK

HOW TO INTRODUCE PROCESS-FOCUSSED OPERATING?

CONTROLLING PROCESSES

QUESTIONS

Chapter 4 The demand-side: functional management (using the method BiSL)

Contents of this chapter

THE DEMAND FOR IT FACILITIES

LOOKING AT THE DEMAND-SIDE SYSTEMATICALLY: BiSL

THE PROCESSES AT THE DEMAND-SIDE IN MORE DETAIL: VARIOUS BISL-TASKS

QUESTIONS

Chapter 5 The supply-side: application management (using the method ASL)

THE SUPPLY-SIDE: APPLICATION MANAGEMENT AND EXPLOITATION OF IT FACILITIES

METHOD FOR APPLICATION MANAGEMENT: ASL

THE ASL PROCESSES LOOKED AT

QUESTIONS

Chapter 6 The supply-side: exploitation (using methods like ITIL, MOF-MSF/eTOM)

Contents of this chapter

THE PLACE OF EXPLOITATION

COMPUTER CENTRES AND CONTROL OF COMPUTER CENTRES

THE IT INFRASTRUCTURE LIBRARY (ITIL): A METHOD OUTLINING THE PROCESSES IN IT EXPLOITATION ITIL

ADVANTAGES AND DISADVANTAGES OF INTRODUCING ITIL

A FEW ITIL PROCESSES IN MORE DETAIL

OTHER METHODS THAT INDICATE THE PROCESSES AT IT EXPLOITATION

MOF and MSF

MSF

TMN model

QUESTIONS

Chapter 7 Organizing IT Tasks and Processes

Contents of this chapter

TRENDS IN ORGANIZATION THEORY

POINTS OF INTEREST IN SETTING UP ORGANIZATIONS

THE THEORY, THE IT ORGANIZATION AND THE ITIL, ASL AND BiSL PROCESSES

WHO PERFORMS THE PROCESSES: INSOURCING AND OUTSOURCING

QUESTIONS

Part 3 Controlling IT facilities

Chapter 8 Controlling IT facilities (IT governance)

Contents of this chapter

WHO CONTROLS AND HOW DOES HE/SHE DO IT?

WHAT ARE THE CONTROL POSSIBILITIES FOR THOSE THAT DEMAND IT FACILITIES?

CONTROL USING INFORMATION

PLANNING IT FACILITIES

QUESTIONS

Chapter 9 House in order: evaluating and improving

EVALUATION AND IMPROVEMENT

THE PROCESSES: PERSPECTIVE ON PROCESS IMPROVEMENT

EFQM Model

THE PROCESSES, RISK PERSPECTIVE

THE PROCESSES: AUDIT PERSPECTIVE

PERFORMANCE REQUIREMENTS REGARDING PRODUCTS

QUESTIONS

Chapter 10 Innovation from the customer and the chain perspective

Contents of this chapter

TRENDS IN THE SERVICE INDUSTRY, INCLUDING THE IT SERVICE INDUSTRY

POINTS OF DEPARTURE IN DEVELOPING IT PRODUCTS AND SERVICES

DISCOVERING, DEVELOPING AND IMPLEMENTING A NEW PRODUCT OR A NEW SERVICE

THE IMPACT ON THE ORGANIZATION OF WORKING WITHIN CHAINS

QUESTIONS

Part 4 Aspects of IT management

Chapter 11 The financial aspects

Contents of the chapter

THE FINANCIAL PERSPECTIVE AND IT PRODUCTS AND SERVICES

KNOWING COST PRICES DEMANDS

WHAT DO WE USE OUR KNOWLEDGE ABOUT THE COSTS OF PRODUCTS AND SERVICES FOR?

AND WITH REGARD TO THE FACTS THERE ARE......

QUESTIONS

Chapter 12 The personnel aspects

Contents of this chapter

STAFFING THE IT ORGANIZATION

A BOTTOM-UP APPROACH FOR ARRIVING AT FUNCTION DESCRIPTIONS

APPLICATIONS OF ROLES, CONTEXT, TASK CLUSTERS AND COMPETENCIES

QUESTIONS

Chapter 13 Procurement of IT products and services (using the method ISPL)

Contents of this chapter

DEFINITIONS OF THE CONCEPT OF PURCHASE AND MODEL OF THE PURCHASE OF GOODS AND SERVICES

REASONS FOR CONSIDERING AN ORGANIZATION SPECIFICALLY FOR IT PROCUREMENT

DIFFERENCES AT PROCUREMENT OF IT PRODUCTS AND SERVICES

THE IMPACT OF INTERNET ON IT PROCUREMENT

CONSIDERING PROCUREMENT METHODICALLY

THE ISPL METHOD

QUESTIONS

Chapter 14 Controlling contracts using service level agreements

Contents of this chapter

SERVICE LEVEL AGREEMENTS: OFTEN THE ELABORATION OF A CONTRACT

WORKING WITH SERVICE AGREEMENTS

SPECIFYING AND CONTROLLING SERVICE AGREEMENTS

CONTENTS OF SERVICE LEVEL AGREEMENTS

QUESTIONS

Chapter 15 Securing IT facilities (according to amongst others ISO 17799)

Contents of this chapter

SECURITY, REQUESTS OF THE DEMAND ORGANIZATION AND POSSIBLE ANSWERS FROM THE SUPPLY ORGANIZATION

WORKING SYSTEMATICALLY AT SECURING OF IT FACILITIES

APPROACHES OF CONTINUITY IN IT FACILITIES

DEALING WITH CONFIDENTIALIT OF DATA WHEN USING IT FACILITIES

IN CASE ONE WANTS GUARANTEES OR WANTS TO TRANSFER RISKS TO A THIRD PARTY

QUESTIONS

Chapter 16 Standardization of content, process and product

Contents of this chapter

WHAT ARE STANDARDS?

VARIOUS PERSPECTIVES ON THE USE OF STANDARDS

STANDARDS FOR CONTENT, PRODUCT AND PROCESS

STANDARDS AND INDEPENDENT BODIES SUCH AS GOVERNMENTS AND INTERNATIONAL STANDARDIZATION ORGANIZATIONS

REMARKS ON OPEN SOURCE SOFTWARE

QUESTIONS

Part 5 IT management tomorrow

Chapter 17 IT management en route to 2027 (a.o. ITIM)

Contents of this chapter

IT DIFFERENT FROM OTHER INFRASTRUCTURE SERVICES, SUCH AS TRANSPORT, TELECOMMUNICATION AND ENERGY?

THE PARALLELS AND THE LESSONS

TWO VIEWS ON DEMAND AND SUPPLY OF IT: THE UTILITY VIEW AND THE PORTFOLIO VIEW

LOOKING AT IT FACILITIES AS UTILITIES

CONTROLLING IT AS A PORTFOLIO OF LINE TASKS AND PROJECTS

TRENDS AND EFFECTS ONE WILL ENCOUNTER IN CONTROLLING IT

ORGANIZING OF KNOWING AND FORGETTING

INCREASINGLY HIGHER DEMANDS ON RELIABILITY OF IT FACILITIES

THE ROAD TO 2027

QUESTIONS

APPENDIX A Short case studies about the contents of a chapter

INTRODUCTION

Part A. 1. IT management: the basis

Part A.2. Traditional IT service management: organizing demand and supply

Part A.3. Controlling IT Facilities

Part A.4. Aspects of IT management

Part A.5. IT management tomorrow

APPENDIX B Extended case studies for group assignments

INTRODUCTION

Part B.1. IT management: the basis

Part B.2. Traditional IT management: organizing demand and supply

Part B.3. Controlling IT facilities

Part B.4/B.5. Aspects of IT management/IT management tomorrow

APPENDIX C Concepts and abbreviations

INTRODUCTION

THE PRINCIPAL TERMS EXPLAINED IN BRIEF

DEFINITIONS AND EXPLANATION OF SOME ABBREVIATIONS

APPENDIX D Literature

SOURCES IN THE ENGLISH LANGUAGE

APPENDIX E Explanation ITIL service delivery and support processes

SERVICE SUPPORT

SERVICE DELIVERY TASKS

APPENDIX F Levels on which the IT demand and supply organizations can operate (Giesberts, 2000)

LEVELS

APPENDIX G Relevant Websites

GENERAL

EXAMPLES OF SITES WITH TOOLS

EXAMPLES OF SITES ON SECURITY

EXAMPLES OF SITES ON PROCUREMENT OF IT FACILITIES

SITES OF MAGAZINES

SITES ABOUT STANDARDIZATION

Index