Download Deploying IT resources

Deploying IT resources
(MIS 533)
MBS in Management Information Systems and
Managerial Accounting Systems
(2006 / 2007)
Fergal Carton
Business Information Systems
Last week
• Homework: bank exercise
• ERP project resources
– Process
– Project
– Technical
• Cisco handout
MBS (MIMAS) / MIS533 / Deploying IT Resources
This week
• ERP project resources
– Process
– Project
– Technical
• Cisco handout
MBS (MIMAS) / MIS533 / Deploying IT Resources
Hans resources
• Technical
–
–
–
–
–
–
–
Access
VB
SQL
Visio
MS-Project
Software Analysis & Design
…
• Not necessarily in chronological order!
MBS (MIMAS) / MIS533 / Deploying IT Resources
Hans resources
• Functional skills
–
–
–
–
–
Accounting
Production
Sales
Logisitics
…
MBS (MIMAS) / MIS533 / Deploying IT Resources
Hans project
• Data validation and significant coding
– “CU” in front of customer code?
• Validation rules for data entry
– Automatic display of full name
– Abbreviation of full name
• Shortname entered by user
• Abbreviated name created by system
MBS (MIMAS) / MIS533 / Deploying IT Resources
Hans project
• Technical issues?
– Data
– Operations
• Project issues?
• Business issues?
MBS (MIMAS) / MIS533 / Deploying IT Resources
Resources : process
•
•
•
•
•
•
Process lead
Functional analyst
Power users
Application specialist
Users
…
MBS (MIMAS) / MIS533 / Deploying IT Resources
Process issues …
• Ensuring key process issues are resolved
• Do we invoice customers on shipment or on delivery?
• Who should open the new accounting period for Purchasing?
• Receivables are coming through from a legacy system, but it’s
impossible to identify the country of origin
• Sales orders being received in Euros are giving “Unrecognised
currency” errors and halting the interface job
• Currency exchange rates updated during month and skewing
month-end results, who should troubleshoot?
• Revenue from Professional Services is having to be manually
shipped at month-end : no legacy system
• …
MBS (MIMAS) / MIS533 / Deploying IT Resources
Resources : project
•
•
•
•
•
•
Project Team Lead
Process Leads
Project Managers
Functional Co-ordinators
Steering Committee
…
MBS (MIMAS) / MIS533 / Deploying IT Resources
Project issues
•
•
•
•
•
•
•
Availability of team members / users
Decision making processes
Developing workarounds
Timeline too tight to allow resolution of issues
Massive learning curve for team
Expectation management
Retaining ownership of process related decisions
MBS (MIMAS) / MIS533 / Deploying IT Resources
Resources : Technical (data)
•
•
•
•
•
•
Data clean-up team
Data conversion team
Data conversion programmer
Legacy data team
Data quality testing and maintenance
…
MBS (MIMAS) / MIS533 / Deploying IT Resources
PPARS project
• Governance
• Complexity
–
–
–
–
–
–
Job title
Responsibilities
No payscale
Bonuses
Overtime
Link roster to payroll?
• Resources
• Business process change, not system issue
MBS (MIMAS) / MIS533 / Deploying IT Resources
Data issues …
• Getting and maintaining clean data
– When creating a new customer, who has
control?
– 42 occurrences of Siemens in your customer
database, what do you do?
– Customers exist in ERP core database, but also
in several legacy systems. How do you make
sure they are in synch?
–…
MBS (MIMAS) / MIS533 / Deploying IT Resources
Resources : Technical (IT ops)
•
•
•
•
•
•
•
Database administrator
Systems administrator
Operators : core apps
Server operators
Storage technicians
HelpDesk
…
MBS (MIMAS) / MIS533 / Deploying IT Resources
Database issues …
• Guaranteeing “high availability”
• How often should Test be refreshed?
• How many environments should I have
–
–
–
–
–
–
Test
Production
Development
Training
Business Simulation
…
• If I implement a change to Production, do I need to implement
the same change across all environments?
• 20 programmers developing / testing new code every day: how
do I track releases to production?
• …
MBS (MIMAS) / MIS533 / Deploying IT Resources
Systems admin issues …
• Ensuring system access for users
•
•
•
•
•
•
New users
Changes to existing profiles
System downtime for maintenance
Forcing users out of system
Tracking source of corrupt data to user profile
…
MBS (MIMAS) / MIS533 / Deploying IT Resources
HelpDesk issues …
• Calls arriving at HelpDesk are either :
•
•
•
•
•
•
•
•
•
•
•
Forgotten password
New user
Changes to user profile
Printing problems
Connectivity problems
Response time problems
System crashes
System error messages
PC problems
I need more training
…
MBS (MIMAS) / MIS533 / Deploying IT Resources
HelpDesk issues …
• …or :
• Functionality questions (how do I transact an
invoice?)
• Process questions (when should I post to GL?)
• Reporting (I need a revenue report)
MBS (MIMAS) / MIS533 / Deploying IT Resources
Project handover to HelpDesk
• Prior to go-live, implement procedures for :
– Logging calls such that it will be routed to the right person and
tracked, reported on and escalated
– Training for HelpDesk to be able to ask the right questions
concering an application issue
– Troubleshooting application issues to be able to deal with simple
“fixes”
– Ongoing consultation with application team regarding new
functionality being rolled out, common errors, planned outages, …
MBS (MIMAS) / MIS533 / Deploying IT Resources