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  • AIS 02-19 - Information Systems Operations & Maintenance

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    LiRose Smith
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    This document discusses IT governance and operations management. It provides an overview of relevant frameworks like ISO/IEC 20000 and ITIL and explains their benefits. Some key aspects of IT operations covered include IT asset management, managing systems through their life cycle using SDLC and CMM models, developing IT policies, standards, procedures, and job descriptions. The importance of strong IT operations in advancing business needs while maintaining stability is highlighted. Functions in IT operations focus on managing the IT department, assets, systems life cycle, policies, standards, procedures, job roles and responsibilities, risk management, and providing quality service to users.

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    This document discusses IT governance and operations management. It provides an overview of relevant frameworks like ISO/IEC 20000 and ITIL and explains their benefits. Some key aspects of IT operations covered include IT asset management, managing systems through their life cycle using SDLC and CMM models, developing IT policies, standards, procedures, and job descriptions. The importance of strong IT operations in advancing business needs while maintaining stability is highlighted. Functions in IT operations focus on managing the IT department, assets, systems life cycle, policies, standards, procedures, job roles and responsibilities, risk management, and providing quality service to users.

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    46 views8 pages

    AIS 02-19 - Information Systems Operations & Maintenance

    Uploaded by

    LiRose Smith
    This document discusses IT governance and operations management. It provides an overview of relevant frameworks like ISO/IEC 20000 and ITIL and explains their benefits. Some key aspects of IT operations covered include IT asset management, managing systems through their life cycle using SDLC and CMM models, developing IT policies, standards, procedures, and job descriptions. The importance of strong IT operations in advancing business needs while maintaining stability is highlighted. Functions in IT operations focus on managing the IT department, assets, systems life cycle, policies, standards, procedures, job roles and responsibilities, risk management, and providing quality service to users.

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    AIS 02-19 - Information Systems Operations & Maintenance

    1. Introduction

    IT objectives and strategies must be aligned with the business objectives and
    strategies. 

    This is emphasized in this module which discusses the IT Governance.  IT Governance is a


    subset of corporate governance which focuses on the management and assessment of
    information technology resources.

    This module also explains the different applicable frameworks for IT governance internal
    controls and IT operations.

    The Frameworks

    ISO/IEC 20000 ITIL

    The ISO/IEC 20000 standard for Information Technology Infrastructure Library (ITIL) is a
    collection of management practices to guide the help desk for delivery of information
    technology services.  ITIL provides a comprehensive set of service management processes
    focused specifically on what is needed to run a successful help desk. 

    The goal of ITIL is to control the delivery of high‐quality services while ensuring that they
    remain cost effective. 

    Benefits of ITIL:

     Reduced Costs
     Improved IT services
     Higher customer satisfaction
     Less wasted effort
     Improved management of third-party services
    IT Operations

    IT operations management
    The goal of operations management is to sustain the business needs of the organization’s
    daily user.

    Organization Chart

    The client’s organizational chart indicates who is in charge at each level, who each person
    reports to, and what the basic functions are for each job. 

    Common IT positions/roles, each has a unique degree of authority and influence in IT


    operations:

     IT Director - has the day‐to‐day responsibility of managing IS/IT managers and


    executing the executives’ plan. This upper‐level manager has the authority to make
    decisions for their group. IT operations managers receive orders directly from the IT
    director.
     IT operations managers - direct an IT staff working in software development, on the
    help desk, in server and network administration, and in information security.  These
    managers are the first line of authority for the users.  Each manager is responsible
    for the creation of effective procedures for their work area. IT operations managers
    are responsible for handling or delegating any issues that arise.
     Systems Architect - reviews the data compiled from the systems analyst and
    determines the preferred design for new systems. A systems architect’s role is to
    create the overall system layout, whereas the systems analyst works with the end
    user and creates the ideas of what the business users require to fulfill their job or to
    align IT to their ultimate objectives. The true objective is to create a system that
    facilitates the generation of revenue for the organization. The systems architect
    works with the system security engineers to develop an individual system security
    plan (SSP) for each device.
     Information Security Manager (ISM) specifies details from security standards to be
    implemented for all computer systems. The ISM reviews procedures for compliance
    to security policies. Security management requires special software and tools to
    perform effective tests and reviews. The ISM specifies control settings to be
    implemented by the server and network administrators. An ISM works on security
    monitoring, security policy compliance, individual system security certification, and
    systems accreditation. The information security manager is supported by information
    system security analysts.
     Information Systems Security Analyst (ISSA) - works directly with the business
    users, IT administrators, and the help desk to improve their security posture. This
    may include investigating security requirements, conducting awareness training, or
    helping to test security settings. Security analysts work with every department and
    participate in key positions on the incident response team.
     Change Control Manager - ensures that the staff is following proper procedures,
    controls, and approved plans.
     Applications Programmer - writes computer programs to solve problems for users.
    Their role is to create an automated solution for the business end user. The
    applications programmer is supported by the systems analyst. Applications
    programmers are responsible for helping to secure the application stack running their
    application.
     Systems Programmer - writes programs to change the behavior of the operating
    system or its design. Do not confuse this position with an enhanced operator. An
    enhanced operator selects settings, whereas a programmer writes software
    functions from scratch.
     Software Quality Assurance Tester - performs testing of the application changes,
    operating system, and functionality between programs. 
     Network Administrator - keeps data communications working across the network;
    also called network router technician who handles data communication between
    devices on the network. 
     Server Administrator - maintains the server hardware and software settings. 
     Database Administrator - the custodian of data, who maintains the database
    systems. 
     Computer Operator - a junior server technician who assists the system
    administrator and database administrator. The computer operator functions include
    starting and stopping software, changing job prioritization, and identifying possible
    problems during normal processing. A computer operator acts as the eyes, ears, and
    hands under the direction of the administrator. Computer operators provide clerical
    assistance on issues of error and log reporting. Operators escalate problems to the
    attention of more‐ senior personnel.
     Systems Analyst - works with the business end user to develop requirements.
    After the requirements are developed, the systems analyst works with the user to
    define screen layouts and report layouts. The systems analyst then communicates
    this information to the systems programmer. The systems analyst provides support
    for business methods to be implemented in technology.
     Data Entry Staff - enters large volume of data; could be performed by the end
    user.
     Media Librarian - responsible for keeping track of all media, no matter what type
    (tape, cartridge, CD, or LenovoEMC or a portable USB memory stick).  The librarian
    is responsible for data storage and its tracking history, including the creation date,
    the current storage location, the last time it was accessed, and what data is claimed
    to be contained on the media. The data may be referred to as a data set.
     Help Desk - Every IS organization will have a help desk of some type to support
    computer hardware or particular software applications. This is where users initially
    call for first‐level support; the caller is asking for IT assistance. The help desk person
    handles the most basic needs and then escalates problems to the appropriate
    personnel. The help desk follows the policies and procedures that are specified by
    management.

    Segregation of Duties
    Importance of strong IT operations

     Advance and improve business requirements while maintaining operational stability.


     Enables feasible change in the business processes to adapt to the customers needs
    and demands.
     Reduction in the operational costs

    Functions in IT Operations

    IT services need to be aligned with the business objectives.

    Functions in IT operations include:

     Management of the IT Department


    The IT department contains managers and staff workers focused on system availability,
    system integrity, and data confidentiality.

     IT Asset Management

    Every IT department maintains control over numerous capital assets, including data and
    software licenses. Managing digital assets requires the use of an ISO 15489–compliant
    records management system to ensure proper governance by identifying each dataset to
    protect, specify acceptable handling, track usage, and monitor for usage violations.

     Systems Life Cycle

    All IT systems are to be maintained in a systems life cycle by using the concepts of the
    System Development Life Cycle (SDLC) and Capability Maturity Model (CMM). Without
    these governance control metrics, the systems will become highly vulnerable or fail to
    achieve the desired ROI.

     IT Policies

    Executive management and IT management are responsible for developing and issuing
    policies that support agreed‐upon information technology objectives. 

     IT Standards

    Operating standards are developed from ISO standards, adapted by managers, and then
    approved for use by executive management. 

     IT Procedures

    Operating procedures are developed by staff workers with the assistance of their manager.
    Operating procedures include the handling of software licenses, mobile device controls, and
    escalation procedures for user‐reported trouble tickets.

     IT Job Descriptions and Responsibilities

    To support the operating procedures, the IT department must have job descriptions that
    reflect the current requirements and responsibilities for each position. 

     IT Risk Management Process

    Risk management is required in all areas of an organization. The IT department is subject to


    a high level of inherent risk. Failures that occur in information technology have wide‐
    reaching impact. The IT department is required to exercise risk mitigation on a daily basis.
    The process of change control is one technique used to help mitigate risk

     IT Service to the User

    Information technology exists to support business users. The number-one representation of


    value is IT user satisfaction. Attaining high user satisfaction results from a significant effort
    in back‐office systems coupled with a prompt, helpful, and friendly help desk. The typical
    business user is interested only in how IT solves their individual problem. Customer
    satisfaction is earned by individual problem‐by‐problem solutions.

    Outsourcing the IT Function

    The costs, risks, and responsibilities associated with maintaining an effective corporate IT
    function are significant.  Many executives have therefore opted to outsource their IT
    functions to third-party vendors.

    Reasons for the outsourcing of IT Function:

     The scope of needs is unknown. Therefore, we need the help of someone more
    experienced who should know what to do.
     The current staff is not generating the expected results.
     Management decided it would be better to let someone else do it.
     Reduce operating costs while delivering this well‐defined level of service.

    Benefits of IT Outsourcing:

     Improved core business performance


     Improved IT performance
     Reduced IT costs

    Risks Inherent to IT Outsourcing:

     Failure to Perform
     Vendor Exploitation
     Outsourcing Costs exceed Benefits
     Reduced Security
     Loss of Strategic Advantage

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