By Peter Wiggers
IT functionality administration addresses the best way corporations should still stability the call for and the availability of data expertise, optimizing the price and maximizing the company worth of IT.In this publication numerous elements of IT functionality administration are defined. the way in which this administration is performed and the options, which may be used, depend upon the adulthood of the connection among the IT functionality and the traces of industrial of a firm. the basis of the authors' strategy is predicated at the move of cash and similar administration ambitions. although, functionality administration is based mostly on perceptions. as a result, this e-book introduces the IT price notion version. This version describes 4 separate degrees of conception for the company worth of IT. If the call for and the provision of IT don't proportion an analogous notion point, the stability is misplaced, with a purpose to bring about friction and inefficiency inside a firm. This publication isn't approximately what's strong or what's undesirable, yet particularly is ready the 'what', the 'why' and to a restricted volume the 'how' of coping with the functionality of IT. accordingly, the publication finishes with a 'back-to-business' part during which a self-assessment list, a possible progress direction and ten subsequent steps are supplied. this permits the reader to begin utilising this publication in his on a daily basis operating surroundings instantly. IT functionality administration: * presents an summary of top practices and to be had considering near to IT price and price* Describes the topic of IT rate and price concerning administration matters on IT technique, portfolio administration, provider administration, structure and sourcing * Addresses differing levels of adulthood among IT and the company, illustrated by means of case reviews sensible and simple to combine into day after day determination making immediatelyDeals with a number of perceptions at the position of the IT enterprise within the businessDiscusses the themes presently at the CIO's time table
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Example text
A healthy relationship between business and IT will exist when demand and supply are balanced. The most important lesson is not to ‘go into extremes’. Conflicting interests may lead to suboptimization, but can be healthy for an organization, when managed properly. An IT demand and supply model based on consensus, without any directions from both the demand and the supply side, in the long term will lead to an uncontrollable IT landscape, resulting in relatively high lifecycle costs and, in the worst case, chaos.
Above the ‘supported products’ belt of the hourglass, the management objective is focused on ‘effectiveness’ and ‘customer satisfaction’, the business and IT-based competencies and service provisioning processes are the means to realize this. Below the belt the management objective is focused on ‘efficiency’ and ‘cost optimization’. The assets, asset-/productbased competencies and service delivery processes are the means to realize this. 1 Example of a service structure Service component type Service component Service element in this structure Value added services components Remarks In the example these services are partly provided in the LOB using the application and partly by the internal service provider (ISP) Knowledge based Service level management Management of the availability during office hours Provided by the ‘information management’ department within the LOB Knowledge based ‘Key user’ support Support during office hours Provided by the user department in the LOB Support Helpdesk/first line user support Support during office hours Provided by the ISP Application services components In the example these services are provided by the internal service provider (ISP) Support Second line user support with access to third line support at the SW provider’s organization Support during office hours Provided by the ISP and escalated if needed to the helpdesk of SAP Support Corrective maintenance; small changes/minor impact new functionality; parameter setting Support during office hours Provided by the ISP on request by the head of the information management department of the LOB Support Application software with defined capabilities/ functionality and operational support services SAP R/3 PLF booking transaction for stock updates in a warehouse Component of the application architecture: operationally serviced by the ISP.
Some basic principles for performance management in IT service delivery will be explained using an IT management model. This model was effectively used in the 1990s during the internal restructuring of the IBM data centres and is referred to as ‘the IBM Geo-plex model’. The model has been successfully implemented by many other companies. 1 Stable IT services and new IT services The IT portfolio contains three areas that need to be managed differently. 1 The services portfolio, containing two areas: ᭹ stable IT services, which are reviewed on a regular basis for further optimization of the price/performance ratio.