IS Policy Ch 7

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Author:
jlm158
ID:
309368
Filename:
IS Policy Ch 7
Updated:
2015-10-10 16:18:43
Tags:
Policy
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Description:
IS Policy Ch 7
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  1. Shared Service
    • Embrace customer orientation
    • Management discretion & autonomy
    • Must be run like a business
  2. Pros of IT Shared Service
    • 1. Reduce cost/improve services
    • 2. Reduce distractions from core activities
    • 3. Create profit center
    • 4. Increased efficiencies
    • 5. Reduced personnel
    • 6. Economics of scale
    • 7. Control
  3. Cons of IT Shared Services
    • Disruption to service flow
    • Wasteful handoffs, rework, etc.
    • Us versus them
    • More time to deliver service
    • Bureaucracy
    • Loss of control
    • Increased communication burden
    • One-time costs @ start up
  4. IT Shared Service Concept Model
    Tier 1 - Common supporting infrastructure components (storage, desktop mgmt, server mgmt)

    Tier 2 - Common Business Service Delivery Processes (SLA, Security Mgmt, Usage Mgmt)

    Tier 3 - Business Unit Services (by BU)
  5. IT Shared Service - Recommendations
    • 1. Process for Goal Alignment
    • 2. Investment Model (savings/benefits should outweigh costs)
    • 3. Redraft Relationship w/ business - Customer service orientation, communication to current & prospective clients

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