By Gordon B. Davis
The Blackwell Encyclopedic Dictionary of administration details platforms offers transparent, concise, as much as the minute and hugely informative definitions and factors masking the total of the short altering box of administration info platforms.
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Extra resources for The Blackwell Encyclopedic Dictionary of Management Information Systems (Blackwell Encyclopedia of Management)
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.