Managing Operations

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Managing Operations
Operations - Essential 33 budget for
programming 70 maintenance 30 new
development 10 administration 57 operations
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Managing Operations
How to measure operations 1) Assess external
service uptime downtime response time turnaround
time
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(Contd) 2) Assess internal service capacity
used system availability queue length job
runs application age
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Managing Operations
Efficient Center Operations Measures How
well do we meet user needs How easy are
applications maintained How old are
applications Applications development queue
length Efficiency goes down as application age
goes up Efficiency goes up as age of employees
goes down
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Managing Operations
Outsourcing A firms computer operations are
turned over to an outside vendor What are the
reasons? Where do we add value? What are our
competencies
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Contd Examples Apparel companies dont
sew Publishing houses dont print
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Managing Operations
Outsourcing Options -Buy professional
services training, maintaining applications,
contract program users -Buy transaction
processing in the case of payroll, credit
rating -Buy integrator services components,
plan, develop, maintain, train
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Managing Operations
Contd Outsourcing is time-based All other are
project-based
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Managing Operations
Outsourcing (contd) 1) Selective outsourcing -
data center, helpdesk, network 2) How realistic
are clients expectations 3) How good is the
contract 4) Does it include application
development
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Managing Operations
Outsourcing (contd) Decision Making
Questions Which applications are
strategic? Does outsourcing save us 15? Do we
have needed technology, expertise? Do we become
more flexible?
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Managing Operations
Recovery Multiple Data Centers Distributed
Processing Backup Facility Off-line data
storage Service bureaus