Information

Systems Management
Chapter 11

Lecture Notes based on the textbook:

Using MIS, 9th Edition
by David M. Kroenke, and Randall J. Boyle

Lecture prepared and presented by:

Clinton A. Benjamin, MBA, BBA, A.Sc.
Course Modules
MGMT205
Management Information Systems

Module 1: Module 2: Module 3: Module 4: Module 5:

MIS Fundamentals IS Components and IS Types and Levels IS Development Contemporary Issues
Technologies and Trends in MIS

Chapter 1 Chapter 4 Chapter 7 Chapter 11 Chapter 10

▪ MIS in business ▪ Hardware ▪ Information silos ▪ Systems analysis ▪ Cyber-crime
▪ Systems concepts ▪ Software ▪ Enterprise systems ▪ Roles of MIS staff, ▪ Information and IS
▪ Value and quality of ▪ Mobility and mobile ▪ MIS in business business operatives security
information systems functional areas and managers

Chapter 2 Chapter 5 Chapter 8 Chapter 12 ▪ The uncertain future

▪ Collaboration ▪ Databases ▪ E-commerce ▪ SDLC of passwords
systems ▪ Data sharing/access ▪ Social media ▪ System deployment ▪ Artificial intelligence
▪ Building effective and security information systems techniques ▪ “Big data” concerns
teams using IS ▪ IS ethical issues

Chapter 6 Chapter 9
Chapter 3 ▪ Network systems, ▪ Business
▪ Competitive telecommunications Intelligence Systems
advantage of MIS ▪ The Cloud ▪ Data mining
and information ▪ SaaS ▪ “Big data” and KMS 2
What We’ll Cover in This Lesson

The IS Department

Roles and Functions of

IS Staff

Roles and Functions of

Non-IS Staff

User Rights and

Responsibilities

Systems Analysis

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The Information Systems Department
• Many mid-sized and large companies have complex information systems
needs, which often require ready on-site access to expert IS personnel who
are qualified in the various skills required to support the system and end users.
• These expert technology employees are typically members of a special service
department called the Information Systems Department, or sometimes the Information
Technology Department.
• This department ensures the reliable and effective operations of the company’s IS, and
supports users at every level of the firm’s hierarchy, including executive managers.
• The structure of this department will vary from organisation to organisation depending
on the nature and needs of the specific industry and business practice.
• While small businesses have the same need for routine IS support, their smaller
budgets make it difficult to hire full-time IS staff members. These smaller businesses
typically outsource their IS needs to service providers on a demand basis.
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What are the Functions and
Organisation of the IS Department?
• The major functions of the typical IS department are as follows:
• Plan the use of information systems to accomplish organisational goals and strategy.
• Manage outsourcing relationships.
• Protect information assets.
• Develop, operate, and maintain the organisation’s computing infrastructure.
• Develop, operate, and maintain the organisation’s software applications.
• The specific functions performed by the IS department in a given business will depend
on a number of factors, including:
• Whether the business has need for custom-developed software.
• Whether the organisation’s business activities depends heavily on live online connectivity, real-time
movement of data among branches, or a large volume of e-commerce transactions.
• Whether the business generates large volumes of data, and if that data needs to be readily
accessible to authorized users at any time.
• The unique needs of that business based on its specific industry.
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How is the IS Department Organised?
• The title of the principal manager of the IS department varies from
organisation to organisation.
• A common title is chief information officer, or CIO. Other common titles are vice
president of information services, director of information services, and, less commonly,
director of computer services.
• Most IS departments include a Technology office that investigates new information
systems technologies and determines how the organisation can benefit from them.
• An individual called the chief technology officer, or CTO, often heads the technology
group.
• The CTO evaluates new technologies, new ideas, and new capabilities and identifies
those that are most relevant to the organisation.
• The CTO’s job requires deep knowledge of information technology and the ability to
envision and innovate applications for the organisation. 6
How is the IS Department Organised?
Chief Executive Officer (CEO) /
Chief Operating Officer (COO)

HR Legal

Chief Chief Chief Chief

VP VP VP
Marketing Information Financial Officer Security
Sales Manufacturing Engineering
Officer (CMO) Officer (CIO) (CFO) Officer (CSO)

Data Administration

Chief
Technology Outsourcing Information
Operations Development
(CTO) Relations Security
Officer (CISO)
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How is the IS Department Organised?
• The Operations group manages the computing infrastructure, including
individual computers, in-house server farms, networks, and communications
media.
• This group includes system engineers and network administrators.
• The Development group manages the process of creating new information systems
and software, as well as maintaining existing ones.
• The size and structure of the development group depend on whether programs are
developed in-house.
• If not, this department will be staffed primarily by business analysts and systems
analysts who work with users, operations, and vendors to acquire and install licensed
software and to set up the system components around that software.
• If the organisation develops programs in-house, then this department will include
programmers, test engineers, technical writers, and other development personnel. 8
How is the IS Department Organised?
• The Outsourcing Relations group exists in organisations that have
negotiated outsourcing agreements with other companies to provide
equipment, applications, or other services.
• The Data Administration group’s core responsibility is to protect data and information
assets by establishing data standards and data management practices and policies.
• As you consider the IS function in your company, keep the distinction between IS and
IT in mind.
• Information systems (IS) exist to help the organisation achieve its goals and objectives.
• Information technology (IT) is simply technology.
• IT concerns the products, techniques, procedures, and designs of computer-based
technology.
• IT must be placed into the structure of an IS before an organisation can use it.
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How is the IS Department Organised?
• Many organisations fall victim to large-scale data breaches from external
and, on an increasing basis, internal threats.
• To combat this threat organisations are creating new executive security positions.
• The chief security officer, or CSO, manages security for all of the organisation’s assets:
• Physical plant and equipment
• Employees
• Intellectual property
• Digital assets
• The chief information security officer, or CISO, manages security for the organisation’s
information systems and information.
• The CISO reports to the CIO.

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Roles and Functions of IS Staff
• While the actual career positions and job titles within the IS Department
will vary from company to company for reasons already identified, here is a
listing of some of the most common IS Department roles in large organisations:
Title Responsibilities Knowledge, Skill, and Characteristics Requirements
Business analyst, IT Work with business leaders and planners to Knowledge of business planning, strategy, process management,
develop processes and systems that implement and technology. Can deal with complexity. See big picture but work
business strategy and goals. with details. Strong interpersonal and communications skills needed.
Systems analyst Work with users to determine system Strong interpersonal and communications skills. Knowledge of both
requirements, design and develop job business and technology. Adaptable.
descriptions and procedures, help determine
system test plans.
Programmer Design and write computer programs. Logical thinking and design skills, knowledge of one or more
programming languages.
Test QA engineer Develop test plans, design and write automated Logical thinking, basic programming, superb organizational skills,
test scripts, perform testing. eye for detail.
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Roles and Functions of IS Staff
Title Responsibilities Knowledge, Skill, and Characteristics Requirements
Technical writer Write program documentation, help text, Quick learner, clear writing skills, high verbal communications skills.
procedures, job descriptions, training materials.
Tech support engineer Help users solve problems, provide training. Communications and people skills. Product knowledge. Patience.
Network administrator Monitor, maintain, fix, and tune computer Diagnostic skills, in-depth knowledge of communications
networks. technologies and products.
Consultant, IT Wide range of activities: programming, testing, Quick learner, entrepreneurial attitude, communication and people
database design, communications and networks, skills. Respond well to pressure. Particular knowledge depends on
project management, security and risk work.
management, social media, strategic planning.
Technical sales Sell software, network, communications, and Quick learner, knowledge of product, superb professional sales
consulting services. skills.
Project manager, IT Initiate, plan, manage, monitor, and close down Management and people skills, technology knowledge. Highly
projects. organized.

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Roles and Functions of IS Staff
Title Responsibilities Knowledge, Skill, and Characteristics Requirements
Manager, IT Manage teams of technical workers and manage Management and people skills, critical thinking, very strong
the implementation of new systems. technical skills.
Database Manage and protect database. Diplomatic skills, database technology knowledge.
administrator
Business intelligence Collaborate with cross-functional teams on Excellent analytical, presentation, collaboration, database, and
analyst projects, analyze organizational data. decision-making skills.
Chief technology Advise CIO, executive group, and project Quick learner, good communications skills, business background,
officer (CTO) managers on emerging technologies. deep knowledge of IT.
Chief information Manage IT departments, communicate with Superb management skills, deep knowledge of business and
officer (CIO) executive staff on IT- and IS-related matters. technology, and good business judgment. Good communicator.
Member of the executive group. Balanced and unflappable.
Chief information Manage IS security program, protect the Deep knowledge of security threats, protections, and emerging
security officer organization’s information systems and security threat trends. Excellent communication and diplomacy skills.
(CISO) information, manage IS security personnel. Good manager.

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Roles and Functions of Non-IS Staff
• Who are the non-IS staff members within an organisation?
• The easy answer is: everyone else in the organisation.
• The more complex answer is: all employees (end users) who use some aspect of
computer-based technology, including the organisation’s information system, and
who are involved in the various processes performed by the organisation.
• These employees include:
• Managers (at all levels)
• Administrative and clerical staff
• Production staff
• Knowledge workers
• Professional staff
• Operations staff

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Roles and Functions of Non-IS Staff
• The IS end users in the organisation may not be directly involved in the
actual systems development or maintenance activities, but their roles are
still very important to the successful design and evolution of the IS.
• IS end users benefit the organisation’s IS in the following ways:
• They ensure accurate data is entered into the system.
• They provide IS staff with reports about errors or problems with the current software/system.
• They provide IS staff (especially systems analysts) with correct and detailed descriptions of their
software/system needs so that new software can be developed.
• They provide systems analysts with correct and detailed descriptions about:
• Work processes and transactions.
• Work procedures and rules.
• Information and data dependencies with other departments and team within the organisation.
• Information and data dependencies with customers.
• Information and data dependencies with external stakeholders.
• New processes, transaction types, information, ease-of-use features, etc., for future software/systems. 15
What are Your
User Rights and Responsibilities?
• User rights are the benefits, privileges, and norms that users expect when
accessing or using the organisation’s information system or software.
• These rights include, but are not limited to, the following:
• Computer hardware and software that allow users to perform their jobs proficiently.
• Reliable network and Internet connections.
• A secure computing environment.
• Protection from viruses, worms, and other threats.
• Contribute to requirements for new system features and functions.
• Reliable systems development and maintenance.
• Prompt attention to problems, concerns and complaints.
• Properly prioritized problem fixes and resolutions.
• Effective training.

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What are Your
User Rights and Responsibilities?
• User responsibilities are the duties, obligations and priorities expected
of end users (employees) by their managers, IS staff and the organisation
with regards to the users’ IS and software use.
• Users have the responsibility to:
• Learn basic computer skills.
• Learn standard techniques and procedures for the applications they use.
• Follow security and backup procedures.
• Protect their passwords, and to use secure passwords.
• Use computers and mobile devices according to the organisation’s computer-use policy.
• Make no unauthorized hardware modifications.
• Install only authorized software.
• Apply software patches and fixes when directed to do so.
• When required, devote the time needed to respond carefully and completely to requests for
requirements for new system features and functions.
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• Avoid reporting trivial problems.
What is Systems Analysis?
• When IS staff are tasked with developing a new system, or adding new
features or capabilities to an existing system, there are a number of focused
activities that they will undertake to achieve this goal.
• One of the earliest tasks that they will undertake is systems analysis.
• Systems analysis is the process of collecting and interpreting facts, identifying
problems, and breaking down an existing system and process into its components to
fully understand how it works.
• Systems analysis is conducted for the purpose of studying a system or its parts in
order to identify its objectives, and ultimately, to recommend improvements that
benefit the organisation operationally and competitively.
• It is a problem-solving technique that improves the system and ensures that all the
components of the system work efficiently to accomplish their purpose.
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What is Systems Analysis?
• The systems analysis process can involve several activities that are
performed by specialized IS staff members called systems analysts.
• These activities include:
• Conduct interviews with end users to learn about their software/system needs, desired changes,
new features, new ways to handle processes, etc.
• Engage in observations to learn how end users and other employees use data, and perform their
assigned tasks and work processes in order to discover or suggest improved or more efficient
ways to get tasks and processes accomplished using IS solutions.
• Conduct interviews with managers to learn about:
• Their new or changing information needs from the IS, including how they need to share information.
• Their need for new or improved IS methods for supervision of their staff members.
• Their need for new or improved IS methods for assigning, tracking, and monitoring tasks performed by
their staff members.
• Conduct group discussion forums with employees and managers (together and separate) to
brainstorm new features, new task processes and procedures, and other improvements that will
be part of the new (version of the) system, consistent with the organisation’s competitive goals. 19
What is Systems Analysis?
• The suggestions, knowledge, insights, and ideas learned from the systems
analysis process is used to inform the development of new or improved
information systems and software using the systems development life cycle (SDLC).
• The SDLC will be discussed in Chapter 12, Information Systems Development.

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