Lionel Pilorget Thomas Schell IT Management The art of managing IT based on a solid framework leveraging the company’s political ecosystem IT Management Lionel Pilorget • Thomas Schell IT Management The art of managing IT based on a solid framework leveraging the company’s political ecosystem Lionel Pilorget Thomas Schell FHNW (Fachhochschule Nordwestschweiz) consultare et discere Basel, Switzerland Lörrach, Germany ISBN 978-3-658-19308-9 ISBN 978-3-658-19309-6 (eBook) https://doi.org/10.1007/978-3-658-19309-6 Library of Congress Control Number: 2018936134 © Springer Fachmedien Wiesbaden GmbH, part of Springer Nature 2018 This work is subject to copyright. 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This Springer Vieweg imprint is published by Springer Nature, under the registered company Springer Fachmedien Wiesbaden GmbH The registered company address is: Abraham-Lincoln-Str. 46, 65189 Wiesbaden, Germany Contents 1 Introduction ..................................................... 1 1.1 Definition of IT Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1.2 The Meaning of IT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 1.3 Organizing the IT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 1.4 Sourcing Matters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 2 IT Processes ..................................................... 17 2.1 Modelling Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 2.2 Standard IT Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 2.2.1 ITIL® (IT Infrastructure Library) . . . . . . . . . . . . . . . . . . . . . . . . . . 24 2.2.2 C OBIT® (Control Objectives for Information and Related Technology) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 2.2.3 IT4IT (Open Group) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 2.3 IT Process Landscape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 2.4 Design of IT Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 2.4.1 I T Quality Management Cycle. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 2.4.2 A pplication Development Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 2.4.3 IT Supplier Management Swim Lane . . . . . . . . . . . . . . . . . . . . . . . 42 2.4.4 I ncident Management SIPOC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 2.4.5 Problem Management RACI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 3 IT Strategy ...................................................... 53 3.1 Some Theories on Corporate Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 3.2 I T Strategy Easily Done . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 3.3 B usiness-IT Alignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 3.4 T he Six Key Components of an IT Strategy . . . . . . . . . . . . . . . . . . . . . . . . 64 3.4.1 IT Personal & Organisation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 3.4.2 Sourcing Strategy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 3.4.3 IT Architecture & Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 v vi Contents 3.4.4 IT Quality Standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 3.4.5 IT Service Portfolio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 3.4.6 IT Project Portfolio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 4 IT Services ...................................................... 73 4.1 ITSM Principles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 4.2 IT Service Portfolio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 4.3 S ervice Catalogue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 4.4 P rocess-to-Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 4.5 C onfiguration Management Data Base (CMDB) . . . . . . . . . . . . . . . . . . . . . 90 4.6 C ontinuous Service Improvement (CSI) & Service Maturity . . . . . . . . . . . 92 Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 5 IT Portfolio and Project Management ............................... 97 5.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 5.2 IT Project Portfolio Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 5.2.1 IT Project Portfolio Recurring Process . . . . . . . . . . . . . . . . . . . . . . 100 5.2.2 Step 1: Collect and Select Project Ideas . . . . . . . . . . . . . . . . . . . . . 101 5.2.3 S tep 2: Assess Project Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 5.2.4 S tep 3: Setup, Launch and Monitor Projects . . . . . . . . . . . . . . . . . . 110 5.2.5 Step 4: Evaluate Achievements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 5.2.6 I T Project Portfolio Lifecycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 5.3 IT Project Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 5.3.1 Introducing the Project Management . . . . . . . . . . . . . . . . . . . . . . . . 116 5.3.2 Project Organisation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 5.3.3 Project Phases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 5.3.4 Support Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 5.4 The Human Factor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 6 IT Reporting .................................................... 147 6.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 6.2 Performance Measurement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 6.3 P rocess KPIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 6.4 B ottom-Up IT Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 6.5 IT Reporting “Top-Down” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 6.6 I T Dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 6.7 I T Budgeting and Controlling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Contents vii 7 IT Governance ................................................... 165 7.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 7.2 IT Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 7.3 IT Governance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 7.4 Teamwork and Conflict Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178 7.5 Transforming Organisations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183 8 Conclusion ...................................................... 185 Index ............................................................... 191 Abbreviations API Application Programming Interface BCG Boston Consulting Group BCM Business Continuity Management BIA Business Impact Analyse BIL Business Importance Level BPMN Business Process Model and Notation BPO Business Process Outsourcing BSC Balanced Scorecard CEO Chief Executive Officer CFO Chief Finance Officer CI Configuration Item CIO Chief Information Officer CMDB Configuration Management Database CMMI Capability Maturity Model Integration COBIT® Control Objectives for Information and related Technology CSF Critical Success Factor CSI Continuous Service Improvement CSV Computerized System Validation EFQM European Foundation for Quality Management EQ Emotional Quotient ERP Enterprise Resource Planning FHNW Fachhochschule Nordwestschweiz – University of Applied Sciences and Arts Northwestern Switzerland FINMA Swiss Financial Market Supervisory Authority FTE Full Time Equivalent HR Human Resources HW Hardware IQ Intellectual Quotient ISACA Information Systems Audit and Control Association ISO International Standards Organisation ix x Abbreviations IT Information Technology ITIL® Information Technology Infrastructure Library ITSM Information Technology Service Management KPI Key Performance Indicator MbO Management by Objectives NPV Net Present Value OLA Operational Level Agreement OS Operating System PC Personal Computer PDCA Plan, Do, Check, Act (Deming Cycle) PL Project Leader PoC Proof of Concept QA Quality Assurance R&D Research & Development RACI Responsible – Accountable – Consulted – Informed RCB Release Control Board RfC Request for Change ROI Return on Investment SaaS Software as a Service SACM Service Asset and Configuration Management (ITIL® process) SAP System Applications Products SIPOC Supplier – Input – Process – Output – Customer SL Service Level SLA Service Level Agreement SMART Specific, Measurable, Attainable, Relevant and Timely SMS Service Management System SPOC Single Point Of Contact STC Steering Committee SW Software SWIFT Society for Worldwide Interbank Financial Telecommunication SWOT Strengths – Weaknesses – Opportunities – Threats TMS Team Management System TOP Technical Operation Procedure UAT User Acceptance Test VIP Very Important Person WBS Work Breakdown Structure