IT Management Fundamentals

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IT Management is critical to IT success. Join the Community IT President and CEO as he reviews the fundamental functions needed to successfully manage IT.

Technology

IT Management
Fundamentals
Webinar
Series
July 2018

Presenter
Johan Hammerstrom
President & CEO

About Community IT
Advancing mission
through the effective use
of technology.
100% Employee Owned

IT
Management Essential for successful IT

Without
management
• Unsolved problems
• Unused solutions
• Frustrated staff
• Failed projects
• Missing information
• Costly mistakes

Why
management?
Without effective management,
IT solutions are unable to:
• function properly
• deliver business value
• provide a return on investment

0-Survival
1-
Awareness
2-
Committed
3-Proactive
4-Service
Aligned
5-Business
Partnership
Gartner Maturity Model

0-Survival
1-
Awareness
2-
Committed
3-Proactive
4-Service
Aligned
5-Business
Partnership
Gartner Maturity Model
Management Capability
BusinessAlignment

managed
business aligned
Create Value
Dysfunction Cost Center
non-aligned
unmanaged

Governance
Absent No buy in
No executive support

Governance Hold IT accountable
for creating business value
for the rest of the organization.

Governance • Director of Operations/Finance
• CFO, COO, CIO
• Technology Committee

Governance
“I don’t know anything about IT”

Governance Ask IT to explain
Ask IT how it connects to
business needs

Functional
Domains
• Planning and Design
• Information Security
• Operational Support
• Infrastructure Maintenance

Planning and
Design
Operational
Support
Infrastructure
Maintenance
Information
Security
Effective IT Management has
the capacity to effectively
execute these four functional
domains.

Planning and
Design
Operational
Support
Infrastructure
Maintenance
Information
Security

Planning and
Design
• Architecture
• Integration
• Change management
• User adoption
• Budgeting

Information
Security
• Identity management
• Access control
• Intrusion detection
• Compliance
• Policy

Operational
Support
• Help desk
• Desk side (on-site)
• Escalation
• Project implementation

Infrastructure
Maintenance
• Inventory
• Routine updates
• Network
• Cloud hosting

Planning and
Design
Operational
Support
Infrastructure
Maintenance
Information
Security
• Architecture
• Integration
• Change management
• User adoption
• Budgeting
• Help desk
• Desk side (on-site)
• Escalation
• Project implementation
• Identity management
• Access control
• Intrusion detection
• Compliance
• Policy
• Inventory
• Routine updates
• Network
• Cloud hosting

Upcoming
Webinar
Development,
Meet Accounting!
Wednesday August 15
4:00 – 5:00 PM EST

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Automation is transforming industries by streamlining operations and reducing costs. However, the success of automated systems hinges not only on their functionality but also on the user experience (UX). This talk, "The UX of Automated Processes," delves into the intricate relationship between automation and UX, providing a comprehensive guide to designing intuitive and effective automated systems. Key Topics Covered: 1. Introduction to Automated UX: * Understanding the importance of UX in automated systems * Real-world example: Robotic beer dispensers at a music festival 2. Step-by-Step Process for Enhancing Automated UX: * Step 0: Identifying main workflows and happy paths * Step 1: Conducting contextual inquiries to understand current user practices and edge cases * Step 2: Prioritizing issues and solutions through collaborative ideation sessions * Step 3: Prototyping and usability testing for both software and hardware 3. Prototyping and Testing: * Methods for simulating automated processes * Importance of user feedback in refining automated systems 4. Designing for Support Users: * Crafting the experience for support personnel who manage edge cases * Ensuring effective communication and issue prioritization for support users

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IT Management Fundamentals

1. IT Management Fundamentals Webinar Series July 2018

2. Presenter Johan Hammerstrom President & CEO

3. About Community IT Advancing mission through the effective use of technology. 100% Employee Owned

4. IT Management Essential for successful IT

5. Without management • Unsolved problems • Unused solutions • Frustrated staff • Failed projects • Missing information • Costly mistakes

7. Why management? Without effective management, IT solutions are unable to: • function properly • deliver business value • provide a return on investment

8. 0-Survival 1- Awareness 2- Committed 3-Proactive 4-Service Aligned 5-Business Partnership Gartner Maturity Model

9. 0-Survival 1- Awareness 2- Committed 3-Proactive 4-Service Aligned 5-Business Partnership Gartner Maturity Model Management Capability BusinessAlignment

10. managed business aligned Create Value Dysfunction Cost Center non-aligned unmanaged

11. managed business aligned Create Value Dysfunction Cost Center non-aligned unmanaged

12. Governance Absent No buy in No executive support

13. Governance Hold IT accountable for creating business value for the rest of the organization.

14. Governance • Director of Operations/Finance • CFO, COO, CIO • Technology Committee

15. Governance “I don’t know anything about IT”

16. Governance Ask IT to explain Ask IT how it connects to business needs

17. Functional Domains • Planning and Design • Information Security • Operational Support • Infrastructure Maintenance

18. Planning and Design Operational Support Infrastructure Maintenance Information Security Effective IT Management has the capacity to effectively execute these four functional domains.

19. Planning and Design Operational Support Infrastructure Maintenance Information Security

20. Planning and Design Operational Support Infrastructure Maintenance Information Security

21. Planning and Design • Architecture • Integration • Change management • User adoption • Budgeting

22. Information Security • Identity management • Access control • Intrusion detection • Compliance • Policy

23. Operational Support • Help desk • Desk side (on-site) • Escalation • Project implementation

24. Infrastructure Maintenance • Inventory • Routine updates • Network • Cloud hosting

25. Planning and Design Operational Support Infrastructure Maintenance Information Security

26. Planning and Design Operational Support Infrastructure Maintenance Information Security

27. Planning and Design Operational Support Infrastructure Maintenance Information Security

28. Planning and Design Operational Support Infrastructure Maintenance Information Security

29. Planning and Design Operational Support Infrastructure Maintenance Information Security

30. Planning and Design Operational Support Infrastructure Maintenance Information Security • Architecture • Integration • Change management • User adoption • Budgeting • Help desk • Desk side (on-site) • Escalation • Project implementation • Identity management • Access control • Intrusion detection • Compliance • Policy • Inventory • Routine updates • Network • Cloud hosting

31. Upcoming Webinar Development, Meet Accounting! Wednesday August 15 4:00 – 5:00 PM EST

32. Questions?

Editor's Notes

- What is your best guidance for balancing security, with reasonable policies that do not unreasonably impede team productivity?

IT Management Fundamentals

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Editor's Notes