2. Technical Management Function

Technical Mgmt:

Outlines:

1. Responsible to ensure right people with right skills in right places at right times
2. Balances skill levels/costs for following roles:
   • IT Infrastructure –identify, develop, refine technical knowledge & skills
   • Technology – HR custodian – train/deploy people
3. Defines roles and support groups, including tools processes, and procedures

Application Management:

Outlines:

1. Responsible to ensure that IT services are delivered and supported per SLA
2. Objectives:
   1. Identifying functional requirements
   2. Assisting design/deployment
   3. Balances skill level and cost of following roles:
      • Application -identify develop refine application knowledge & skills
      • Application – HR custodian – works with tech mgmt to deploy people
3. Application Management and Application Development:
   • Application Management is most active during the Requirements, Deploy, Operate, and optimize phases; thus ensuring mainly good Warranty of Services.
   • Software Development is most active during the Requirements, Design, Build and Test phases thus ensuring mainly good Utility of Services

IT Operations:

Outlines:

1. Responsible to ensure IT services are delivered and supported per SLA’s
2. Balances stability/consistency by maintaining status quo: adapting to business requirements

Terms:

1. Technical support – synonym for tech mgmt
2. Support Group – people with tech skills
3. Console Mgmt/Ops Bridge – physical location that consolidates all critical observational points within IT so they can be monitored/managed from a centralized location
4. Tech service – an IT service not used directly by the biz but required by the IT service provider
5. Application
6. NOC – consolidates all critical observational points in IT infra relating to the network
7. IT infrastructure
8. App Lifecycle
9. SOP