Chapter 10
Managing the
Delivery of
Information
Services
Structuring the IS Function:
Locating Control & Resources
 Organizing the IS function involves
deciding
• How much control to centralize in a
corporate IS staff
• How much to distribute throughout the
organization
Chapter 10
Slide 2
Structuring the IS Function:
Locating Control & Resources
Figure 10-3
Chapter 10
Slide 3
Structuring the IS Function:
Outsourcing
 Outsourcing: Hiring an outside
organization to perform services
such as information processing and
applications development
Chapter 10
Slide 4
Structuring the IS Function:
Outsourcing
Table 10-2
Chapter 10
Slide 5
Structuring the IS Function:
Accounting for Costs
 Unallocated cost center
 Considers all costs of operating the IS
department and related IS services as an
organizational expense
 Allocated cost center
 The IS department allocates and charges its
costs to the departments that use its services
 Profit center
 Bids for the work of internal users, charges
internal users what it would charge external
users, and often actively seeks external users
Chapter 10
Slide 6
Managing the IS Function:
Staffing
 Chief information officer
 Manages its information-related resources and
activities
 Chief technology officer
 Has a staff and budget to pilot new
technologies on real or hypothetical
applications
Chapter 10
Slide 7
Managing the IS Function:
Staffing
 Data and database administrators
 Organize, manage, and guarantee the integrity
of an organization's data
 Network administrator
 Oversees the corporate network, including both
LANs and WANs
Chapter 10
Slide 8
Managing the IS Function:
Staffing
 Web master
 Responsible for the management, evolution,
and sometimes development of an
organization’s Web site
 Project manager
 Directs a software development project and
ensures that the project meets user
requirements within a specified budget and
time frame
Chapter 10
Slide 9
Managing the IS Function:
Staffing
 Applications Development Manager
 Monitors and coordinates the development of
all software applications
 Systems analyst
 Refers to a technical position associated with
all aspects of the systems development life
cycle except programming and focused most
directly on needs analysis
Chapter 10
Slide 10
Managing the IS Function:
Staffing
 Software engineers
 Analysts with CASE skills
 Programmer
 Technical position associated with the
production of custom software
 Operations and Tech Support Staff
 Install, maintain, and operate the computers
and communications equipment
Chapter 10
Slide 11
Managing the IS Function:
Staffing
 Data Entry
 Low-skilled, low-paid position in the IS
hierarchy and work for companies that process
large numbers of paper transactions
Chapter 10
Slide 12
Managing the IS Function: Staffing
Figure 10-5
Chapter 10
Slide 13
Managing the Information Systems
Function
 Measuring and Improving
Performance
• Service level agreements
Specifies a guaranteed level of performance on
a variety of dimensions
Help business managers trade off cost against
the level of service they want from their
technology support staff
Chapter 10
Slide 14
Managing the Information Systems
Function
 Selecting and Enforcing Standards
• A standard is a rule governing the types of
investments organizations may make in
information technology and systems
• Managers need to decide
What to standardize
What standards to accept in each domain
How rigidly to enforce standards
Chapter 10
Slide 15
Managing the Information Systems Function
Table 10-6
Chapter 10
Slide 16
Managing the Information Systems
Function
 Disaster Planning
• Refers to the process of anticipating
disasters and providing for appropriate
responses to keep a business operating
after a disaster
Chapter 10
Slide 17
Managing the Information Systems
Function
 Managing Security
• Security policy
Addresses proper security practices and
methods of enforcing those practices
Chapter 10
Slide 18
Managing Change
 Aligning With the Business
• Steering committee
Includes top business managers, selected
users, IS managers, and technical specialists
who provide direction and vision about the use
and development of the IS infrastructure
Chapter 10
Slide 19
Managing Change
 Developing an Information
Technology Architecture
• Information Technology Architecture
Describes an enterprise-wide, long-term
structural plan for investing in and organizing
information technology
Chapter 10
Slide 20
Managing Change:
IT Architecture
 Application architecture
Identifies existing systems, their strengths, weaknesses,
and interdependencies
 Network architecture
Addresses wide and local area network strategies
Addresses data, voice, and their potential combination
on a digital network
 Hardware and Platform architecture
Refers to planning for computer systems and operating
systems software
Chapter 10
Slide 21
Managing Change
 Developing Staff
• Need strategy for hiring, developing, and
training staff to retain technical skills
• Training contributes to job satisfaction
Chapter 10
Slide 22
End of
Chapter 10
Managing the
Delivery of
Information
Services