ICT751 Information Technology

Management
Lecture 2: IT Systems Management
by
Dr Jasber Kaur / Nor Aziah
TOPIC OUTLINE 1. BUSINESS MANAGEMENT
2. IT MANAGEMENT
3. IT SYSTEMS MANAGEMENT
4. BUSINESS PERFORMANCE MANAGEMENT

What You Should be Reading

•Text Book: Turban, E. and Volonino, L. (2009). Information Technology for Management: Improving
Performance in the Digital Economy. John Wiley.
• Schiesser, R. (2010). IT Systems Management. Prentice-Hall

ICT751 - Lecture 2 (Mar 2016) 2

 At the end of this lecture students will be able to:
1. Describe characteristics of the digital economy and digital
enterprises.
2. Describe various types of information systems and categorize
LEARNING OUTCOME

specific systems observed.

3. Identify the major enterprise internal support systems and relate
them to managerial functions.
4. Analyze the support IT provides people in different roles in the
organization.
5. Describe the support IT provides to business processes and the
supply chain.
6. Explain the relationships between performance, environmental
pressures, organizational responses, and information technology.
7. Identify major pressures in the business environment and
describe major organizational responses to them.
8. Describe adaptive enterprises and why they are IT-dependent.

ICT751 - Lecture 2 (Mar 2016) 3

 LEVELS OF MANAGEMENT Levels of Management
IT MANAGEMENT Strategic Management
IT SYSTEMS MANAGEMENT Tactical Management
BUSINESS PERFORMANCE MANAGEMENT Operational Management

• The term “Levels of Management’ refers to a line of

demarcation between various managerial positions in an
organization.
▫ The number of levels in management increases when the size of the
business and work force increases and vice versa.
▫ The level of management determines a chain of command, the
amount of authority & status enjoyed by any managerial position.
• The levels of management can be classified in three broad
categories: -
▫ Top level / Administrative level
▫ Middle level / Executory
▫ Low level / Supervisory / Operative / First-line managers

ICT751 - Lecture 2 (Mar 2016) 4

 BUSINESS MANAGEMENT
IT MANGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Levels of Management
Management Style
Strategic Management
Tactical Management
Operational Management

ICT751 - Lecture 2 (Mar 2016) 5

 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Levels of Management
Management Style
Strategic Management
Tactical Management
Operational Management

• Management style
▫ Consensus (we keep discussing until we find the truth)
▫ decision making supposed to represent the essence of a collective product of thinking
 keep discussing until the decision appears and becomes obvious, or until any
participant takes the responsibility for some decision
▫ Compromise( carry out our orders, and we will pay your wages, and later and
pension)
 decision is accepted at the level of some compromises
 system of decision-making is very dynamic and operative and guarantees a social
growth to its participants.
▫ Authoritarizm ("do not kill, do not steal, do not be vulgar, etc.“)
 responsibility for accepted decisions lays at the top level of hierarchy, while the
bottom levels of hierarchy implicitly carry out the orders of the higher ones.
 efficiency of this principle depends entirely on the accurate and detailed statement
of the problem on higher levels.
 given system requires strong rules and algorithms for performance of various
actions; otherwise the system stays idle or carries out false commands.

ICT751 - Lecture 2 (Mar 2016) 6

 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Levels of Management
7
Management Style
Strategic Management
Tactical Management
Operational Management

What makes a leader?

Emotional Intelligence (Goleman, 1998)
• Self regulation – regulating emotions, i.e. staying calm
• Self awareness – set target
• Motivation – looking for ways to do things better
• Empathy
• Social Skill

Additional read:
Hay 360 Emotional Competency Inventory (www.haygroup.com)
https://hbr.org/2004/01/what-makes-a-leader/ar/1?cm_sp=Nav%20Landin
g-_-Modules-_-From%20The%20Archive

SYS753 – (Sept 2014-Jan 2015) 7

 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Levels of Management
8
Management Style
Strategic Management
ICT751 - Lecture 2 (Mar
Tactical Management 2016)
Operational Management

Leadership & Communication Style

SYS753 – (Sept 2014-Jan 2015) 8

 BUSINESS MANAGEMENT Levels of Management
IT MANGEMENT Management Style
IT SYSTEMS MANAGEMENT Strategy Pyramid
BUSINESS PERFORMANCE MANAGEMENT Strategic Vs Tactical Vs Operational Management

• The Strategy Pyramid places strategy at the top, supported by

tactics in the middle, and programs at the base.
• Strategy means nothing without tactics and programs to make
it real.

ICT751 - Lecture 2 (Mar 2016) 9

 BUSINESS MANAGEMENT
IT MANGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Levels of Management
Management Style
Strategic Vs Tactical Vs Operational
Management

• Strategic management is focused on finding a path to reach

specific goals.
▫ Once the path has been defined, steps must be decided to move
along the path.
• Tactical management is moving the organization along the
path, using the established steps.
▫ Typically the goals would be defined at the highest levels of
management…the strategic steps are typically determined at a mid
or upper management level.
▫ Once the steps are laid out, the tactical plans would be defined by
lower level managers and carried out by lower level managers or non-
management.

ICT751 - Lecture 2 (Mar 2016) 10

 BUSINESS MANAGEMENT IT Management Discipline
IT MANAGEMENT Key Elements of IT Management
IT SYSTEMS MANAGEMENT From Organization to Technical Architecture
BUSINESS PERFORMANCE MANAGEMENT

IT MANAGEMENT
• IT management
# the process of overseeing all matters related
to information technology operations and
resources within an IT organization. Effective IT
management enables an organization to optimize
resources and staffing, improve business
processes and communication and enforce best
practices. Why IT Management IMPORTANT?
 http://lisura.us/it-management.html
ICT751 - Lecture 2 (Mar 2016) 11
 STRATEGIC VALUE OF IT IT Management Discipline
BUSINESS MANAGEMENT
Key Elements of IT Management
IT MANAGEMENT From Organization to Technical Architecture
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT

IT Discipline
MANAGEMENT to manage
IT Resources

Manage IT resources
as per business
requirement
(in accordance with
business needs)

ICT751 - Lecture 2 (Mar 2016) 12

 BUSINESS MANAGEMENT IT Management Discipline
IT MANAGEMENT Key Elements of IT Management
IT SYSTEMS MANAGEMENT From Organization to Technical Architecture
BUSINESS PERFORMANCE MANAGEMENT

• IT Management is concerned with

▫ exploring and understanding IT as a corporate resource that determines both
the strategic and operational capabilities of the firm in designing and
developing products and services for maximum customer satisfaction, corporate
productivity, profitability and competitiveness
• Those practicing IT Management are commonly referred to as IT Managers.
▫ IT Managers have a lot in common with Project Managers but their main
difference is one of focus:
 IT Managers are responsible and accountable for an ongoing program of IT services
while the Project Managers' responsibility and accountability are both limited to a
project with a clear start and end date
• IT Management is a different subject from Management Information
Systems (MIS)
▫ MIS refer to information management methods tied to the automation or support
of human decision making.
▫ MIS is focused mainly on the business aspect with a strong input into the
technology phase of the business/organization.
▫ IT Management, refers to the IT related management activities in organizations.
ICT751 - Lecture 2 (Mar 2016) 13
 STRATEGIC VALUE OF IT IT Management Discipline
BUSINESS MANAGEMENT
Key Elements of IT Management
IT MANAGEMENT From Organization to Technical Architecture
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT

• The concept of IT Management includes considering the value

creation that is created through technology.
▫ It is heavily dependent upon the alignment of technology and business
strategies.
▫ While the value creation for an organization is a network of relationships
between internal and external environments, technology plays an
important role in improving the overall value chain of an organization.
• The concepts below are commonly listed or investigated under the
broad term IT Management
▫ Business/IT alignment
▫ IT Governance
▫ IT Financial Management
▫ IT Service Management
▫ Sourcing
▫ IT configuration management

ICT751 - Lecture 2 (Mar 2016) 14

 BUSINESS MANAGEMENT IT Management Discipline
IT MANAGEMENT Key Elements of IT Management
IT SYSTEMS MANAGEMENT From Organization to Technical Architecture
BUSINESS PERFORMANCE MANAGEMENT

Image by Prof. Cyrus Gibson, MIT

ICT751 - Lecture 2 (Mar 2016) 15

 BUSINESS MANAGEMENT Definition of IT Management
IT MANAGEMENT IT Management Discipline
IT SYSTEMS MANAGEMENT Systems Management
BUSINESS PERFORMANCE MANAGEMENT From Organization to Technical Architecture

Organizational Design

Work Practices
Transformation for integration,
optimization, and sustainability

interfaces, parameters, and

Technical Architecture protocols used by
product architecture and
system architecture layers.

ICT751 - Lecture 2 (Mar 2016) 16

 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
• Systems management is the
activity of identifying and
integrating various products
and processes in order to
provide a stable and
responsive IT environment
• The overall objective of
systems management is to
bring stability and
responsiveness to an IT
infrastructure
ICT751 - Lecture 2 (Mar 2016)
Key Elements of Systems Management 17
Organizing for Systems Management
Designing for IT Infrastructure
ICT751 - Lecture 2 (Mar
Infrastructure Management 2016)
Staffing for Systems Management
• Systems management is the
combination of four key
elements:
• processes, data, tools, and
organization, which are all needed
to manage a system efficiently and
effectively.
• Processes deal with how to perform
the task.
• Data refers to the information
required to perform the process.
• Tools are the equipment needed to
perform the processes.
• Organization refers to the people
that support the process and how
they are set up to do so
17
 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Key Elements of Systems Management
18
Organizing for Systems Management
Designing for IT Infrastructure
ICT751 - Lecture 2 (Mar
Infrastructure Management 2016)
Staffing for Systems Management

CIO Basic IT Organization

Applications,
development & Infrastructure
Maintenance

Basic IT Organization
CIO
with Administration

Application, Administration
development & Infrastructure
maintenance

ICT751 - Lecture 2 (Mar 2016) 18

 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Key Elements of Systems Management
19
Organizing for Systems Management
Designing for IT Infrastructure
ICT751 - Lecture 2 (Mar
Infrastructure Management 2016)
Staffing for Systems Management

CIO

Applications Infrastructure Administration &

Planning

Development Maintenance Technical & Computer

Network Operations
Services

IT Organization with Dual Management Levels

ICT751 - Lecture 2 (Mar 2016) 19

 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Key Elements of Systems Management
20
Organizing for Systems Management
Designing for IT Infrastructure
ICT751 - Lecture 2 (Mar
Infrastructure Management 2016)
Staffing for Systems Management

CIO

Applications Infrastructure Administration Planning

Development Project Mgmt Business

Office Requirements
Technical
IT technical
Maintenance Services Budget &
architecture
finance
Network Services
Method Human
Computer Resource &
Operations Training

Customer
Services

IT Organization with Three Management Levels

ICT751 - Lecture 2 (Mar 2016) 20

 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Key Elements of Systems Management
21
Organizing for Systems Management
Designing for IT Infrastructure
ICT751 - Lecture 2 (Mar
Infrastructure Management 2016)
Staffing for Systems Management

CIO

Applications Administration & Planning

Infrastructure Planning

Business
Project Mgmt
Unit #1 Office Business
Technical Requirements
Development
Services
Maintenance Network Budget & IT Technical
Services Finance Architecture
Business Unit
#2 Computer
Operations
Human
Customer Resource &
Development Services Training
Maintenance

IT Organization with Three Management Levels with Business Units

ICT751 - Lecture 2 (Mar 2016) 21
 BUSINESS MANAGEMENT Key Elements of Systems Management
22
IT MANAGEMENT Organizing for Systems Management
IT SYSTEMS MANAGEMENT Designing for IT Infrastructure
BUSINESS PERFORMANCE MANAGEMENT ICT751 - Lecture 2 (Mar
Infrastructure Management 2016)
Staffing for Systems Management

Infrastructure IT Organization Highlighting

Network Operation

Technical Network Computer Customer

Services Services Operations Services

Network
Operation

Infrastructure

Technical Network Computer Customer Systems

Services Services Operations Services Management

IT Organization Highlighting
Systems Management
ICT751 - Lecture 2 (Mar 2016) 22
 BUSINESS MANAGEMENT Key Elements of Systems Management
23
IT MANAGEMENT Organizing for Systems Management
IT SYSTEMS MANAGEMENT Designing for IT Infrastructure
BUSINESS PERFORMANCE MANAGEMENT ICT751 - Lecture 2 (Mar
Infrastructure Management 2016)
Staffing for Systems Management

Infrastructure IT Organization Highlighting

Service Desk

Technical Network Computer Customer

Services Services Operations Services

Service Desktop
Desk Support
Infrastructure

IT Organization
Technical Network Computer Customer Highlighting
Services Services Operations Services Database
Administration
System Administration

Database Administration
ICT751 - Lecture 2 (Mar 2016) 23
 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Key Elements of Systems Management
24
Organizing for Systems Management
Designing for IT Infrastructure
Infrastructure Management
ICT751 - Lecture 2 (Mar
2016)
Staffing for Systems Management

Infrastructure

Technical Network Computer Customer

Services Services Operations Services

System Administration
Infrastructure management seeks to:
Database Administration • Reduce duplication of effort
• Ensure adherence to standards
• Enhance the flow of information throughou
Infrastructure management (IM) is the an information system
management of essential operation • Promote adaptability necessary for a
components, such as policies, changeable environment
processes, equipment, data, human • Ensure interoperability among
resources, and external contacts, for organizational and external entities
• Maintain effective change management
overall effectiveness.
policies and practices

ICT751 - Lecture 2 (Mar 2016) 24

 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Key Elements of Systems Management
Organizing for Systems Management
Designing for IT Infrastructure
Infrastructure Management
Staffing for Systems Management

• Skilled professionals are needed at the outset to develop

plans, design processes and evaluate technologies to
transform ideas into realities
• Require skill set and skill levels
▫ Skill set: defined as technical familiarity with a particular software
product, architecture or platform
▫ Skill level: defined as the length of experience and depth of
technical expertise and variety of platform familiarity an individual
has acquired and can apply to a give technology

ICT751 - Lecture 2 (Mar 2016) 25

 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Key Elements of Systems Management
Organizing for Systems Management
Designing for IT Infrastructure
Infrastructure Management
Staffing for Systems Management

Mainframe Environment Skill Set Matrix

Skill Level
Area of Platform Intern Junior Associate Senior Lead
Focus
Operating IBM
systems
Support Products
Others
Database IMS
Management CICS
Systems Support Products
Others
Network LAN
Systems WAN
Support Products
Others

ICT751 - Lecture 2 (Mar 2016) 26

 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Key Elements of Systems Management
Organizing for Systems Management
Designing for IT Infrastructure
Infrastructure Management
Staffing for Systems Management

• Attitude
▫ Eagerness to learn new skills
▫ Willingness to follow new procedures
▫ Dedication to being a team player
• Ability to learn new skills
▫ Applicability: refers to an individual’s ability to put his or her skills
and experience to effective use
▫ Experience: normally thought as the total number of years a
person has worked with a particular technology
 Depth – level of technical complexity a person has mastered with a
given product or process
 Variety – number of different platforms or environment an individual
may have worked in with a certain technology
 Currency – refers to how recent the person’s experience with a given
product or technology

ICT751 - Lecture 2 (Mar 2016) 27

 BUSINESS MANAGEMENT
IT MANAGEMENT
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT
Key Elements of Systems Management
Organizing for Systems Management
Designing for IT Infrastructure
Infrastructure Management
Staffing for Systems Management

• Using consultants and contractors

▫ Trend of reducing staffing
▫ Growth of web IT consulting services
▫ Benefit:
 Provide readily technical expertise
 Under contract – pay only for the work
 Consultant can assist in accelerating critical development schedules dictated by special
needs – e.g. Y2K
▫ Drawback
 More expensive than onboard staff
 Consultants and contractors are highly skilled in critical technical areas – may dismiss the
need to be a good team player
• Career path for IT staff members

http://www.cio.com/article/3018856/careers-staffing/tec
h-salary-guide-2016.html#slide1

ICT751 - Lecture 2 (Mar 2016) 28

 BUSINESS MANAGEMENT How IS Support Organization
IT MANAGEMENT
Business Pressures, Organizational Performance & Responses & IT
IT SYSTEMS MANAGEMENT
Support
BUSINESS PERFORMANCE MANAGEMENT Managing IT and Business Performance

ICT751 - Lecture 2 (Mar 2016) 29

 BUSINESS MANAGEMENT How IS Support Organization
IT MANAGEMENT
Business Pressures, Organizational Performance & Responses & IT
IT SYSTEMS MANAGEMENT
Support
BUSINESS PERFORMANCE MANAGEMENT Managing IT and Business Performance

ICT751 - Lecture 2 (Mar 2016) 30

 BUSINESS MANAGEMENT How IS Support Organization
IT MANAGEMENT
Business Pressures, Organizational
IT SYSTEMS MANAGEMENT
BUSINESS PERFORMANCE MANAGEMENT Performance & Responses & IT Support
Managing IT and Business Performance

Environmental factors can

impact performance of
individuals, departments,
& entire organizations.

ICT751 - Lecture 2 (Mar 2016) 31

 BUSINESS MANAGEMENT How IS Support Organization
IT MANAGEMENT Business Pressures, Organizational Performance & Responses & IT
IT SYSTEMS MANAGEMENT Support
BUSINESS PERFORMANCE MANAGEMENT Managing IT and Business Performance

8 Components of Managing IT
Effectively 1

8 2
Satisfy
Customer
Relation-ship

7 3
Support IT Manage IT
Services & Business Values
Solutions

6 4

5 Deploy
Solutions

ICT751 - Lecture 2 (Mar 2016) 32

 TASK 2 : IT SYSTEM MANAGEMENT

• Discuss:
 Data Center
 ITaaS
 Hybrid IT
 Cloud services

• What is the difference between IT Management and MIS

• https://www.youtube.com/watch?v=-UnLBeFRTzs

ICT751 - Lecture 2 (Mar 2016) 33