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Chapter 10

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Business Administration
BUS 237
Maryam Ficociello

Chapter 10 Q1. Why do you need to know about the IT department? - IT department is responsible for providing you with a password, email account and access privileges for databases and internal applications when connected into a company’s network Q2. What should you know about the IT operations and IT projects? - 2 activities required to IT services: (1) maintaining the current IT infrastructure (2) renewing and adapting the infrastructure to keep IT working effectively in the future IT operations: Service, maintenance, protection, and management of IT infrastructure IT projects: Projects of all shapes and sizes that renew and adapt IT infrastructure - Renewal and adaption of IT infrastructure is accomplished through projects - IT people prefer to work in operations often want to specialize in particular technologies. Networking specialists, operating systems specialists, database administrators and hardware technicians are examples of these types of positions Production Systems: The entire set of systems that support operations - Key words in IT operations: stability, predictability, accountability, reliability, and security - IT projects can provide more opportunities for contact with project stakeholders (such as users, managers, and sponsors) Information Technology Infrastructure Library(ITIL): A well recognized collection of books providing a framework of best practice approaches to IT operations. ITIL provides a large set of management procedures that are designed to support businesses in achieving value from IT operations - Important to recognize that a well-developed set of best practices that can support IT operations has been established Project Management Body of Knowledge (PMBOK): Provides project managers, sponsors, and team leaders with a large array of accepted project management techniques and practices What about the Web? - FAQS, customer support information and company director and contact information are likely to be available on the company’s website - IT services is responsible for maintaining information about IT sercices on the site - IT departments supportrs the company website itself, making sure the servers and application that probide the website are up and running Chapter 10 Q3. What are the IT department’s responsibilities? - IT department has 2 basic functions> 1. Managing the IT infrastructure to provide IT services which requires a. Managing and protecting the information technology b. Managing and protecting the data resource c. Managing and protecting the system applications 2. Developing and adapting information systems and IT infrastructure Managing Information Technology Infrastructure - IT departments facilitate business processes and improve decisions making with the organization - IT department has the responsibility of aligning its activities and services with the primary goals and objectives of the organization. Also for adapting infrastructure and systems to the new business goals - The responsibility for managing the information technology infrastructure and the services it provides is held in large organizations by the chief information officer (CIO) and MIS director Managing and Protecting Information Technology Tuned: Adjusting information systems from time to time to changes in the workload - Networks and servers need to be powered on and monitored and software and security applications need to be updates Managing and Protecting Data Resources - Threats to data arise from 3 sources: human error and mistakes, malicious human activity, and natural events and disasters - IT departments in a large organization works with business units to determine what safeguards to implement—or stated differently, what level of risk to assume Managing and protecting the system Applications - Apart from hardware and data, IT departments are also responsible for system applications such as ERP, CRM, SCM and many other functional and cross functional applications Service licensing agreements (SLAs): Ensure all agreements are met and that legal copies of the software are in use - IT departments work with software vendors and the individuals in the company who are using the applications to make sure all agreements are met and that legal copies of the software are in use Renewing the IT Infrastructure - IT department is also responsible to create, develop and adapt the IT infrastructure to enable business projects to be completed Chapter 10 - Examples of projects that renew infrastructure can include developing or modifying new system applications or adapting infrastructure—computer networks, servers, data centres, data warehouses, data marts and other IT resources—to change business systems Q4. How do IT department decide what to adopt and when? - Decisions to invest in any business project involve an analysis of the project`s costs and benefits Business value: Tangible benefits for organizations through either more efficient use of resources or more effective delivery of their services to customers Tangible Benefits: A benefit of an IS that can be measured as a dollar value - For example, reducing customer support costs by 10% is a tangible benefit Intangible benefits: A benefit of an IS for which it is impossible to compute a dollar value - An intangible benefit is something such as increased customer satisfaction or loyalty - It is very difficult to place a doll
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