Managing Information Technology

✍ Scribed by Francisco Castillo, Korina Monoso

• Publisher: Springer
• Year: 2024
• Tongue: English
• Leaves: 308
• Edition: 2
• Category: Library

✦ Synopsis

There are two different, interdependent components of IT that are important to a CIO: strategy, which is long-term; and tactical and operational concerns, which are short-term. Based on this distinction and its repercussions, this book clearly separates strategy from day-to-day operations and projects from operations – the two most important functions of a CIO.

It starts by discussing the ideal organization of an IT department and the rationale behind it, and then goes on to debate the most pressing need – managing operations. It also explains some best industry standards and their practical implementation, and discusses project management, again highlighting the differences between the methodologies used in projects and those used in operations. A special chapter is devoted to the cutover of projects into operations, a critical aspect seldom discussed in detail. Other chapters touch on the management of IT portfolios, project governance, as well as agile project methodology,how it differs from the waterfall methodology, and when it is convenient to apply each.

In this second edition, besides a number of corrections and updates throughout the text, chapter 8 on “Agile Project Management” replaces the former chapter 8 completely, and chapter 10 on “IT Security” has been newly introduced as this topic has become more and more important for both management and operations during the last six years.

Taking the fundamental principles of IT service management and best practices in project management, the book offers a single, seamless reference for IT managers and professionals. It is highly practical, explaining how to apply these principles based on the author’s extensive experience in industry.

✦ Table of Contents

Preface
Acknowledgments
Contents
About the Authors
Acronyms Used in the Book
1: Introduction
2: IT Areas and Functions
2.1 Projects vs. Operations, Strategy vs. Operations
2.2 Systems, Processes and People
Example 1:
Example 2:
3: Organization and Human Resources
4: Managing Operations
4.1 Information Technology Service Management
4.1.1 Service Desk
4.1.2 Technical Management
4.1.2.1 System Administration
4.1.2.2 Database Administration
4.1.2.3 Network Management
4.1.2.4 Management of Servers and Storage
4.1.2.5 Technical Management
4.1.3 Application Management
4.1.3.1 Application Management: Incidence Handling
4.1.3.2 Application Management: Development
4.1.3.3 Application Management: Overall
4.1.4 IT Operations Management (ITOM)
4.1.5 Field Support
4.1.6 Operations Head
4.1.7 Operations Management Office
4.1.8 Information Systems (IS) Head
4.1.9 IT Infrastructure (II) Head
4.1.10 IT Security Head
4.2 IT Services Lifecycle
4.3 Planning and Design Phase
4.3.1 Change Management
4.3.1.1 Prioritization
4.3.1.2 Security Change Approval Board (SECCAB)
4.3.2 Service Level Agreement (SLA)
4.4 Release Phase
4.4.1 Testing
4.4.2 Configuration Items
4.4.3 The Configuration Management Database (CMDB)
4.4.3.1 Release Approval
4.4.3.2 Documentation and Knowledge Base
4.5 Maintenance Phase
4.5.1 Event Management
4.5.2 Incident Management
4.5.3 Problem Management
4.5.4 Request Fulfillment
4.5.5 Access Management
4.5.6 Capacity Management
4.5.7 Availability Management
4.5.8 IT Service Continuity Management
4.5.9 Information Security Management
4.5.10 Backup
4.6 Retirement Phase
4.7 IT Strategy
Example 1:
Example 2:
Example 3:
4.8 Continual Service Improvement
References
Further Reading
5: Managing Projects
5.1 Project Management Principles
5.1.1 Basic Principles and Characteristics of Projects
5.1.2 Scope Management
5.1.3 Procurement Management and Contracting
5.1.4 Time Management
5.1.5 Time-Cost-Quality Management
5.1.6 Monitoring and Control
5.1.7 Risk Management
5.1.8 Knowledge Management
5.1.9 Communication Management
5.2 Project Documentation
5.2.1 Analysis
5.2.2 Design
5.2.3 Cut-over and Go-Live Phase
5.2.4 Closure
5.3 FRICEW
5.4 Implementation Strategy
5.5 Testing
5.6 Test Automation
5.7 People Change Management
References
Further Reading
6: Cut-over into Operations
6.1 Backup and Restore Procedures
6.2 Release Management Procedures
6.3 Business Process
6.4 Data Migration
6.5 Cut-Over of Transactions and Data Quality
6.6 Interfaces
6.7 Support Strategies and Structures
Further Reading
7: Project Governance
7.1 Overall IT Governance
7.2 Project Governance and Operations Governance
7.3 Project Monitoring and Control
7.4 Project Team Roles and Responsibilities
7.5 Communication Management
7.6 Scope Management (Including Change Requests)
7.7 Risk Management
7.8 Asset Management
7.8.1 Issue Management
7.9 Release Management
7.10 Infrastructure Capacity Management
7.11 Request Management for Projects
7.12 Code Development Guidelines
7.13 Test Guidelines
7.14 Training Guidelines
7.15 Backup and Recovery Guidelines
7.16 Pre-go Live Guidelines
7.17 Post-implementation Support Policy
7.18 Service Desk Usage Policy
7.19 Security Guidelines
Further Reading
8: Agile Project Management
8.1 Introduction to Agile and Basic Concepts
8.2 Basic Components
8.2.1 The Product Owner
8.2.2 The Development Team
8.2.3 The Scrum Master
8.2.4 Sprint
8.2.5 Product Backlog
8.2.6 Sprint Planning
8.2.7 Development
8.2.8 Daily Scrum
8.2.9 Sprint Review
8.2.10 Sprint Retrospective
8.3 Scrum Project Monitoring
8.4 Minimum Viable Product Release and Closing
8.4.1 Project Documentation
8.5 Scope-Cost-Quality-Time Dimensions
8.6 DevOps and DevSecOps
8.6.1 DevOps Key Principles
8.6.2 DevSecOps
References
Further Reading
9: IT Portfolio Management
9.1 Portfolio Planning and Design
9.2 Portfolio Assessment and Communicating
9.3 Portfolio Rebalancing
9.4 Portfolio Governance
9.5 Portfolio Monitoring and Control
Reference
Further Reading
10: IT Security
10.1 Scope of IT Security
10.2 Policy and Its Relevance
10.3 CIA Triad
10.4 Security as a Process
10.5 Identity Management
10.5.1 Multifactor Authentication (MFA)
10.6 The Perimeter
10.6.1 Firewalls
10.7 IPS
10.8 Web Application Firewall (WAF)
10.9 Patching
10.10 Hardening
10.11 Baselining and Baseline Configurations
10.12 Proper Use of Admin Accounts
10.13 Defense in Depth
10.14 Backups
10.15 Secure Coding Practices
10.16 Security Awareness
10.17 Incidence Response
10.18 The Convergence of IT and OT
10.19 Conclusions
References
11: Sample Terms of Reference (TOR)
Annex: List of Functional Requirements
Index