IT Operations Management: Revisited

1. 1242.2219 Information System Economics IT PROJECT MANAGEMENT - revisited

2. 1242.2219 Information System Economics IT OPERATIONS MANAGEMENT

3. IT OPERATIONS MANAGEMENT • The IT Operations Management Goals • Effectiveness: To ensure smooth functioning of the application systems on which the organization depends. • Efficiency: To do so at reasonable cost

4. IT OPERATIONS MANAGEMENT • Measures of Effectiveness Correlated With Efficiency • Functional quality of applications • Technical quality of applications • Application age • Portfolio coverage • Uptime vs. downtime

5. IT OPERATIONS MANAGEMENT Cost of Operations

6. IT OPERATIONS MANAGEMENT • Service Level Measures of Effectiveness • User satisfaction • Response time • Uptime vs. downtime • MTBF • Data accuracy • Data recency

7. IT ACQUISITION Evaluation methods – Summary Purpose of evaluation Selection evaluation Projected Design Performance Evaluation Synthetic Programs, Benchmarks Simulation, Analytic Models Monitors Evaluation Techniques primary use secondary use

8. The Concept of Balance Cost/Utilization - Interpretation F = .42 B = .53 p r i n t e r I/Os processor disk 2 disk 1

9. The Concept of Balance Kiviat Charts – a poorly balanced system A 0.4 B 0.6 C 0.5 D 0.4 E 0.7 F 0.4 G 0.6 H 0.5

10. IT OPERATIONS MANAGEMENT • Contingency Planning for Disaster Recovery • Internal resources • Multiple data centers • Distributed processing • Backup communications • LAN server backup • External resources • Disaster recovery services • Redundant and remote data storage • Service bureaus

11. IT OPERATIONS MANAGEMENT • Trends in Operations Management • Network Integration • Automatic operations • Automatic network management • Outsourcing • Internet applications • Response time • Security • Payment services • Logistic integration