4.

ADMINISTRATIVE ISSUES

4.2.1 JOB FUNCTIONS, ORGANIZATION AND REPORTING RELATIONSHIPS OF THE

IT DEPARTMENT
Job Function of the IT Department

Application Systems Analysis-conducts technical analysis of application systems and

specification of technical requirements for maintenance/enhancement activities.
Application Systems-development/Maintenance Designs technical specifications and
programming of application components for distributed applications. Monitors,
updates and maintains applications.
Business Systems Analysis-formulates and defines systems scope and objectives
through research and fact-finding combined with an understanding of applicable
business systems and industry requirements. Includes analysis of business and user
needs, documenting requirements, and revising existing system logic difficulties as
necessary.
Computer Operations-monitors several servers, storage devices, and other input
and output equipment. Executes backup and recovery procedures. Manages input
and output media. Alerts technical support staff when problems occur. Escalates
issues as appropriate. Monitors facility security.
Data Input-verifies and corrects source documents. Inputs data from source
documents.
Data Warehouse Administration-designs and maintains database architecture,
metadata, and data repositories.
Database Administration-administers computerized databases. Directs backup and
recovery of data and efficient and appropriate use of DBMS software and services.
Database Analysis/Design-designs databases by working with users to develop data
requirements. Creates and maintains database dictionaries, and assures efficient
and appropriate use of DBMS software and services.
Decision Support Analysis-analyses and fulfils user requests for information from
university and other data sources.
Department IT Administration-administers information technology functions
including but not limited to network management/administration, systems analysis,
web, programming, database administration, server administration, computer and
auxiliary operations.
Department Network Administration-administers network activities and functions for
a designated department or program. Uses information, software, hardware,
policies, and procedures to plan, configure, operate, optimize, and troubleshoot
networks of communicating devices. Coordinates activities with personnel at all
levels including other campus network managers and core network administrators.
Documentation/Technical Writing-develops and implements printed and online
documentation including programming and operations documents, user manuals,
and help screens.
End User Support-provides first level automation support to unit/department. May
include evaluation of hardware/software needs, training/documentation of
automated processes and general computer support.
Help Desk/Information Centre-identifies, prioritizes, and resolves reported problems
including voice, data, account administration, email, desktop, and institutional
applications issues. Works with other support and technology groups to manage an
effective triage and resolution procedure.

Information Security-ensures the safety of information and information systems.

Protects systems from intentional or inadvertent access or destruction. Identifies
and establishes necessary campus policies and procedures.
Information Systems Auditing
-ensures that appropriate controls exist, that
processing is efficient and accurate, and that information systems procedures are in
compliance with institutional standards.
IT Project Management-executes and develops project plans, goals, and budgets.
Identifies resources required for complex information technology projects. Guides
and performs strategic analysis for projects.
IT Staff Supervision-provides direction, coaching, staff development, training and
mentoring to assigned staff. Supervises two or more full-time employees, or their
equivalent, on a regular basis. Makes decisions regarding hiring, evaluation,
promotion and termination of employees, or makes related recommendations that
are given particular weight.
Network Administration-plans, designs, and implements communications networks
for voice and data. Coordinates day-to-day operations, maintenance, monitoring,
software installation, protocol configuration, and problem resolution.
Network Planning-identifies changes and trends in network (routers, hubs, etc.) and
systems technology. Develops relevant plans and proposals for the incorporation of
trends into the campus infrastructure.
Network Security Administration-plans, designs, and implements security
procedures and standards for the data network. Coordinates day-to-day operations,
maintenance, monitoring, software installation, protocol configuration, and problem
resolution specifically focused on preventing and responding to security breaches.
Operating System Administration-administers and directs installation, maintenance,
configuration and integrity of operating system software. Administers network and
disk configuration, data backup, security, software patches and upgrades.
Operations Administration-administers, monitors and directs all aspects of the daily
operation for data centres or similar operations. Assures appropriate input and
back-up procedures are followed. Updates procedures. Corrects errors,
troubleshoots and contacts vendors or systems staff as needed.
Operations Support-provides technical support for data centre or similar operations.
Production Control Schedules batch jobs. Coordinates batch and online schedules.
Performs basic quality assurance.
Research Computing: Graphics Consulting-defines, designs, purchases and
implements 2D and 3D interactive graphics systems, software tools and
applications. Provides technical consulting and programming expertise for scientific
visualization, 2D and 3D computer graphics, and virtual reality applications. Gives
tours and demonstrations of virtual reality and scientific visualization technology.
Provides instruction in the use of 3D graphics libraries, virtual reality programming
libraries and scientific visualization applications.
Research Computing: Statistical Analysis / User Support-assists users with
experiment design, database design, software selection, data entry specifications,
data collection design and data analysis. Conducts tutorials and workshops.
Provides statistical and application support.
Research Computing: Systems Analysis / User Support-designs, implements and
supports new and High Performance Computing (HPC) (i.e.. supercomputer)
technologies. Designs, purchases and implements hardware and software tools and
applications. Designs, implements and supports grid computing technology.
Evaluates, extends and implements grid computing systems. Provides FORTRAN,
user, grid application and programming support.

Research Computing: Workstation Support-installs and configures UNIX / Linux

operating systems including network and security. Designs, purchases and
implements workstations. Installs and operates applications.
Server Administration-designs server hardware configurations. Monitors and
maintains server hardware. Coordinates procurement, maintenance and repair
operations with vendors.
Systems Programming-designs, develops and supports operating system utilities,
messaging applications, and middleware systems. Installs and coordinates
configuration of software packages.
Training-conducts training and educational programs for information systems or
user personnel.
Web Administration-coordinates the integration of the web with other computer
systems. Reviews web sites for adherence to organization specifications and
standards. Troubleshoots system-related problems as needed.
Web Development/Maintenance-designs and builds web pages using a variety of
graphics software applications, techniques, and tools. Designs develops, and
maintains user interface features and web page content.
Workstation Support-provides workstation hardware and software technical support
including peripherals such as printers and handheld devices. Coordinates
acquisition, installation, and upgrades of end user hardware and software. Provides
access to shared file, print, and backup services. May support applications. Assists
with end user questions and problems. Researches and recommends new
technology.

Organization of the IT department

Administrative Services
o Provides internal services and personnel support for the department,
performing: personnel, office support, supplies, employee benefits
administration and purchasing functions.
Systems & Programming
o Provides systems and programming services for the design, development,
and programming of new applications, enhancements of existing systems,
program modifications, and maintenance. Is organized to directly support the
needs of departments through a staff of Analysts and Programmers managed
by Information Technology Managers who worked directly with specific
programs and users.
Technical Services
o Provides analysis, design, planning and implementation functions in support
of the technical architecture of the Operating Systems and related Software
resources.
Infrastructure Services
o Provides planning, design, maintenance and implementation functions for the
County-wide communications network, which supports data access through
the use of high-speed lines and communications equipment.
Data Centre
o Provides reliable 24 hour a day/7 day a week availability of computer
resources supporting a combination of Enterprise Servers, many PC based
servers and specialized computer facilities (e.g. high volume graphic

printing). Also provides problem determination and resolution through its

HELP Desk and Information Distribution through its Production Support Unit.

Organizational Chart of IT Department

Reporting relationship in the IT Department
When the staffing management plan has been started and assignment of people to
roles has been done, the project manager can then define the reporting relationships
expected to carry out the project's activities. Organizations get depicted for a software
development project in many ways.
The first and most obvious representation of reporting relationships is the classic
organization chart. In large project organizations, these can get messy-looking if taken to
the lowest levels of the organization. Sometimes they bruise egos, too.
Another kind of chart depicting relationships is the organization breakdown
structure (OBS) for the project, which relates parts of the organization to the work
breakdown structure (WBS) elements and shows which organizational units are responsible
for which work packages. Basically, the organization chart shows who gets direction from
whom, and it identifies the paths of control for execution of the project activities in the

WBS. The OBS shows which pieces of the total product are assigned to a given work group.
These are useful representations for large projects, but they become cumbersome for
small projects, where the WBS is relatively small and individuals execute the work
packages.
Organization breakdown structure
(OBS)

Work breakdown structure (WBS)

Another useful tool is the project directory. This is simply a list of people working on
the project, with appropriate contact information and group identity. It may even list
stakeholders who are not part of the direct project team. This is useful to help maintain
project stakeholder relationships. Even if all the team members come from the same
company, grouping the project members in a separate directory is handy and useful. It
also helps provide a sense of group identity. When the team members are widely
dispersed and come from different companies or organizations (such as subcontractors),
the directory becomes even more valuable.

4.2.2
RECRUITING
AND
DEVELOPING
INFORMATION
SYSTEMS
HUMAN
RESOURCES (IT SERVICE INHOUSE VS. OUTSOURCED PACKAGED SOFTWARE)
Every business has unique software requirements to function effectively. Whether
its for scheduling, accounting, or customer relationship management, software keeps
operations running smoothly. While there are numerous products, you must ultimately
choose between in-house developed software and commercial (out-of-the-box) packages.
Here are the pros and cons of both.
In-House Developed Software
Pros
The level of customization is perhaps the biggest benefit of custom software. While
a commercial package may fit many of your businesss needs, its doubtful that it will have
the same efficiency as custom software. By meeting your exact specifications, you can
cover every aspect of your business without unnecessary extras. It gives you greater
control, which is important if your business has specific needs that your average
commercial product cant fulfil. Having customized software should also make the
interface more familiar and easy to use.
Because in-house software is developed by a team of your choosing, it also gives
you access to knowledgeable support. Rather than dealing with technicians who may not
understand your unique situation, you can get support from the individuals who have
developed your software firsthand. They will understand any subtle nuances and minimize
downtime from technical errors.
Cons
Your team of in-house developers may lack the knowledge and expertise to create
sophisticated software capable of handling all the tasks you require. If you only need basic
software, this probably wont be an issue. However, if you need more sophisticated
software, this could be more trouble than its worth and lead to bugs and glitches. This
may force you to bring in outside consultants who lack familiarity with your business,
which can also be detrimental.
Custom software also tends to lack scalability, and upgrades can be troublesome.
Because technology is constantly evolving, you may have difficulty adapting to new
platforms in the future. Although developed software may work for well for a while, it could
become defunct in a few years. This can force you to spend more money on developing
new software.
Commercial Software
Pros
Commercial software has the benefit of being extensively tested and used by other
businesses. This can make for a quicker and smoother integration. A team of highly skilled
developers will have created the software and eradicated any issues, which means fewer,
if any, complications. Going this route almost guarantees that the software is created
correctly.

You can also expect a relatively fast deployment; purchase the software and install
it immediately. In a fast-paced business world, this can save valuable time so you can get
back to whats important.
Cons
Commercial software can accrue high support and maintenance costs. In order to
address any technical issues, you will be at the mercy of a vendor who sets and can
change the price of service. There may also be a waiting period for support, and you may
have to jump through hoops to reach a technician. This can end up costing time and slow
operations.
When weighing the strengths and weaknesses of these two software options, you
should take your businesss unique circumstances into consideration. While your
immediate needs are important, you should also think about the big picture and factor in
future expansion. By choosing the right type of software now, you can streamline tasks,
reduce errors, and make everyones life a lot easier for years to come.
4.2.3 FINANCIAL CONTROL OVER IT-BUDGETING AND COSTCONTROL
Financial Management for IT Services is an element of the ITIL best practice
framework. The aim of this ITIL process area is to give accurate and cost effective
stewardship of IT assets and resources used in providing IT Services. It is used to plan,
control and recover costs expended in providing the IT Service negotiated and agreed to in
the service-level agreement (SLA). "Financial Management for IT Services" is a Service
Delivery component within the ITIL Framework.
Budgeting
Budgeting enables an organization to plan future IT expenditure, thus reducing the
risk of over-spending and ensuring the revenues are available to cover the predicted
spend. Additionally it allows an organization to compare actual costs with previously
predicted costs in order to improve the reliability of budgeting predictions.
PROCESS:1-sales & marketing
2-production budget
3-administrative budget
4-cost of investment budget
IT accounting
IT accounting is concerned with the amount of money spent in providing IT services.
It allows an organization to perform various financial analyses to gauge the efficiency of
the IT service provision and determine areas where cost savings can be made. It will also
provide financial transparency to aid management in the decision making process.
Several cost elements can be used to control your accounting:
Capital costs: Any type of purchases which would have a residual value as hardware
and building infrastructure
Operational costs: Day to day recurring expenses cost like rental fees, monthly
electrical invoices and salaries.
Direct costs: Any cost expenses which are directly attributed to one single or
specific service or customer. A typical example would be the purchase of a
dedicated server which cannot be shared and is needed to host a new application
for a specific service or customer.
Indirect costs: One specific service provision which cost needs to be distributed in
between several customers in a fair breakdown. A fair example is the cost

associated to overall Local Area Network on which every customer are connected to.
Breakdown could be done using total amount of users per customer or total amount
of bandwidth usage per customer to accurately distribute the cost of providing this
service.
Fixed costs: Any expenses established for long periods of time like annual
maintenance contracts or a lease contracts. These expenses do not vary in the
short-term.
Variable Costs: Any expenses that vary in the short-term based on the level of
services provided, resources consumed, or other factors. For example, energy costs
are variable based on the amount consumed.