IT Manager’s Handbook
Third Edition
This page intentionally left blank
IT Manager’s Handbook
Getting your new job done
Third Edition
Bill Holtsnider
Brian D. Jaffe
AMSTERDAM • BOSTON • HEIDELBERG • LONDON
NEW YORK • OXFORD • PARIS • SAN DIEGO
SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO
Morgan Kaufmann is an imprint of Elsevier
Acquiring Editor: Andrea Dierna
Development Editor: Robyn Day
Project Manager: Jessica Vaughan
Designer: Joanne Blank
Morgan Kaufmann is an imprint of Elsevier
225 Wyman Street, Waltham, MA 02451, USA
# 2012 William Holtsnider & Brian D. Jaffe. Published by Elsevier, Inc. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or by any means, electronic or
mechanical, including photocopying, recording, or any information storage and retrieval system, without
permission in writing from the publisher. Details on how to seek permission, further information about the
Publisher’s permissions policies and our arrangements with organizations such as the Copyright Clearance
Center and the Copyright Licensing Agency, can be found at our website: www.elsevier.com/permissions.
This book and the individual contributions contained in it are protected under copyright by the Publisher (other
than as may be noted herein).
Notices
Knowledge and best practice in this field are constantly changing. As new research and experience broaden
our understanding, changes in research methods or professional practices, may become necessary. Practitioners
and researchers must always rely on their own experience and knowledge in evaluating and using any
information or methods described herein. In using such information or methods they should be mindful of their
own safety and the safety of others, including parties for whom they have a professional responsibility.
To the fullest extent of the law, neither the Publisher nor the authors, contributors, or editors, assume any liability
for any injury and/or damage to persons or property as a matter of products liability, negligence or otherwise, or
from any use or operation of any methods, products, instructions, or ideas contained in the material herein.
Library of Congress Cataloging-in-Publication Data
Holtsnider, Bill, 1956-
It manager’s handbook : getting your new job done / Bill Holtsnider, Brian D. Jaffe. – 3rd ed.
p. cm.
Summary: “This book provides a practical reference that you will return to again and again in an ever-
changing corporate environment where the demands on IT continue to increase. Make your first 100 days really
count with the fundamental principles and core concepts critical to your success as a new IT Manager outlined
in this valuable resource. The book also discusses how to work with your customers, manage your budget,
develop an overall IT strategy and demonstrate the value of IT to the company”– Provided by publisher.
ISBN 978-0-12-415949-5 (pbk.)
1. Industrial management–Data processing. 2..
APM Welcome, APM North West Network Conference, Synergies Across Sectors
IT Manager’s HandbookThird EditionThis page inte.docx
1. IT Manager’s Handbook
Third Edition
This page intentionally left blank
IT Manager’s Handbook
Getting your new job done
Third Edition
Bill Holtsnider
Brian D. Jaffe
AMSTERDAM • BOSTON • HEIDELBERG • LONDON
NEW YORK • OXFORD • PARIS • SAN DIEGO
SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO
Morgan Kaufmann is an imprint of Elsevier
Acquiring Editor: Andrea Dierna
Development Editor: Robyn Day
2. Project Manager: Jessica Vaughan
Designer: Joanne Blank
Morgan Kaufmann is an imprint of Elsevier
225 Wyman Street, Waltham, MA 02451, USA
# 2012 William Holtsnider & Brian D. Jaffe. Published by
Elsevier, Inc. All rights reserved.
No part of this publication may be reproduced or transmitted in
any form or by any means, electronic or
mechanical, including photocopying, recording, or any
information storage and retrieval system, without
permission in writing from the publisher. Details on how to seek
permission, further information about the
Publisher’s permissions policies and our arrangements with
organizations such as the Copyright Clearance
Center and the Copyright Licensing Agency, can be found at our
website: www.elsevier.com/permissions.
This book and the individual contributions contained in it are
protected under copyright by the Publisher (other
than as may be noted herein).
Notices
Knowledge and best practice in this field are constantly
changing. As new research and experience broaden
3. our understanding, changes in research methods or professional
practices, may become necessary. Practitioners
and researchers must always rely on their own experience and
knowledge in evaluating and using any
information or methods described herein. In using such
information or methods they should be mindful of their
own safety and the safety of others, including parties for whom
they have a professional responsibility.
To the fullest extent of the law, neither the Publisher nor the
authors, contributors, or editors, assume any liability
for any injury and/or damage to persons or property as a matter
of products liability, negligence or otherwise, or
from any use or operation of any methods, products,
instructions, or ideas contained in the material herein.
Library of Congress Cataloging-in-Publication Data
Holtsnider, Bill, 1956-
It manager’s handbook : getting your new job done / Bill
Holtsnider, Brian D. Jaffe. – 3rd ed.
p. cm.
Summary: “This book provides a practical reference that you
will return to again and again in an ever-
changing corporate environment where the demands on IT
continue to increase. Make your first 100 days really
4. count with the fundamental principles and core concepts critical
to your success as a new IT Manager outlined
in this valuable resource. The book also discusses how to work
with your customers, manage your budget,
develop an overall IT strategy and demonstrate the value of IT
to the company”– Provided by publisher.
ISBN 978-0-12-415949-5 (pbk.)
1. Industrial management–Data processing. 2. Management
information systems. I. Jaffe, Brian D. II. Title.
HD30.2.H657 2012
004.068–dc23
2011044174
British Library Cataloguing-in-Publication Data
A catalogue record for this book is available from the British
Library.
ISBN: 978-0-12-415949-5
Printed in the United States of America
12 13 14 15 16 10 9 8 7 6 5 4 3 2 1
For information on all MK publications visit our website at
www.mkp.com
http://www.elsevier.com/permissions
http://www.mkp.com
5. For M & D
—B.H.
For Jenine
—B.D.J.
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About the Authors
Bill Holtsnider is an experienced writer, educator, and software
professional with more than 27 years
of experience working in the computer industry. His IT
expertise includes working in such diverse
areas as stock portfolio management, identity management, Web
analytics, and software develop-
ment. He is the author of six books and a wide range of
technical and marketing documentation.
Brian D. Jaffe is an IT professional who has worked for several
Fortune 500 companies including
Bristol-Myers Squibb, Time Warner, Philip Morris, and The
Interpublic Group of Companies. Cur-
rently he is Senior Vice President for Global IT at McCann
Worldgroup in New York City, one of
the country’s leading advertising agencies. His articles have
appeared in Computerworld, InfoWorld,
6. eWeek, and The New York Times, and he is the editor of
Thanksgiving Tales: True Stories of the
Holiday in America.
vii
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Brief Table of Contents
About the Authors vii
Key Changes for This Edition xxi
Preface xxiii
CHAPTER 1 The Role of an IT Manager 1
CHAPTER 2 Managing Your IT Team 31
CHAPTER 3 Staffing Your IT Team 65
CHAPTER 4 Project Management 103
CHAPTER 5 Software, Operating Systems, and Enterprise
Applications 135
CHAPTER 6 Managing the Money 161
CHAPTER 7 Getting Started with the Technical Environment
189
7. CHAPTER 8 Security and Compliance 205
CHAPTER 9 Disaster Recovery 247
CHAPTER 10 Working with Users 263
CHAPTER 11 Connectivity: Social Media, Handhelds, and More
287
Glossary 305
Index 317
ix
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Contents
About the Authors
...............................................................................................
................................ vii
Brief Table of Contents
...............................................................................................
......................... ix
Key Changes for This
Edition....................................................................................
........................ xxi
Preface
8. ...............................................................................................
............................................... xxiii
CHAPTER 1 The Role of an IT
Manager............................................................................... 1
1.1 Just What Does an IT Manager Do?
.......................................................................... 2
Why All That Change and Flexibility Is
Good.......................................................... 2
Why All That Change and Flexibility Is Bad
............................................................ 2
1.2 Managers in
General...................................................................................
................ 3
Definition of a Manager
.............................................................................................
3
Styles of Management
...............................................................................................
. 3
Pros and Cons of Being a Manager: Reasons to Become a
Manager, and
Reasons Not to Become
One...................................................................................... 5
The Hidden Work of
Management............................................................................
. 6
9. Resentment toward Management
............................................................................... 7
Babysitting versus Managing
..................................................................................... 7
Politics...................................................................................
...................................... 7
Managing in Four
Directions...............................................................................
....... 7
1.3 The Strategic Value of the IT Department
................................................................ 8
Application Development versus Technical
Operations............................................ 9
IT Department Goals
...............................................................................................
. 10
The Value of IT Managers
....................................................................................... 10
1.4 Developing an IT Strategy
....................................................................................... 10
Determine Who Your Team Members
Are.............................................................. 11
Determine How Important Technology Is to Your Organization
........................... 11
Determine Who Your Customers Are and What Their Needs
10. Are......................... 12
Keep Your Department Central to the Company’s
Operations............................... 12
1.5 Leadership versus Management
............................................................................... 13
1.6 Starting Your New Job
.............................................................................................
14
The First Day
...............................................................................................
............. 14
Meeting the Staff
...............................................................................................
....... 14
A Few Ideas for What to Say to Break the
Ice........................................................ 15
Some
Don’ts.....................................................................................
......................... 15
One-on-One
Meetings.................................................................................
.............. 15
What to Say to Those Who Wanted Your Job and Didn’t Get It
........................... 16
Establish a Relationship with Your Manager and Your Peers
................................ 17
11. Learning the Landscape: Key Users and Key Applications
.................................... 18
xi
1.7 The First 100 Days
...............................................................................................
.... 20
No Organization Is Perfect
....................................................................................... 20
Quietly Advertising What You Bring to the Table
................................................. 21
Projects in Progress and Projects on the
Horizon.................................................... 22
Is the Status Quo Good Enough?
............................................................................. 23
People to Meet and Know
........................................................................................ 24
Quick Introductory
Meetings.................................................................................
... 24
Human Resource Issues
............................................................................................
25
Budgeting
12. ...............................................................................................
................... 26
Making Those First
Decisions................................................................................
.. 26
1.8 Two IT Departments—What Happens If Your Company
Merges
with
Another?.................................................................................
........................... 27
CHAPTER 2 Managing Your IT
Team................................................................................. 31
2.1 Keeping Employees
Focused...................................................................................
. 32
Establish Priorities
...............................................................................................
..... 32
Communicate with Your Team
................................................................................ 32
Company Mission, Vision, and Values
.................................................................... 34
Be as Clear as Possible about Your Real
Priorities................................................. 35
Avoid Burnout in Your
Employees.......................................................................... 35
13. Make Your Employees Aware of the Dangers of Burnout
..................................... 36
Deal with the Situation
........................................................................................... ..
36
Managing Remote Workers (or Teleworkers)
......................................................... 37
2.2 Employee Training
...............................................................................................
.... 39
Cost
...............................................................................................
............................ 39
Need
...............................................................................................
........................... 39
Scheduling Demands
...............................................................................................
. 40
Employee
Morale....................................................................................
.................. 40
How Do You Know When Your Employees Need Training?
................................ 40
Certification
...............................................................................................
............... 41
14. What If the Employee Takes a Training Class and Then Uses
His New-Found
Skills to Find Another Job?
...................................................................................... 41
Nontechnical Training
..............................................................................................
42
Maximizing the Value of
Training........................................................................... 42
2.3 Employee
Performance............................................................................
................. 43
Performance Reviews
...............................................................................................
43
Key Areas of Evaluation
.......................................................................................... 44
Specific Evaluation Statements
................................................................................ 47
Guidelines for
Reviews..................................................................................
........... 48
Negative Reviews
...............................................................................................
...... 49
15. Have Employees Review Themselves
..................................................................... 50
360
Reviews................................................................................. .
............................ 51
xii Contents
How to Conduct the Actual Review
Discussion...................................................... 52
Development Plans and
Goals.................................................................................. 52
Salary Review
...............................................................................................
............ 53
Disciplinary Problems and Terminations
................................................................. 54
2.4 Generational Issues at
Work.....................................................................................
57
Managing across
Generations.............................................................................
...... 58
CHAPTER 3 Staffing Your IT
Team....................................................................................
65
3.1 Why IT Managers Need to Deal with Hiring People
16. .............................................. 65
Human Resources Department’s Role
..................................................................... 66
Justifying a
Hire........................................................................................
................ 67
Start with Internal and External Referrals
............................................................... 68
Internal versus External Hires
.................................................................................. 68
Should You Hire a Full-Time Employee or a Consultant?
..................................... 70
3.2 Write a Position Description
.................................................................................... 74
Position Descriptions versus Contracts
.................................................................... 75
General
Requirements..........................................................................
..................... 75
Advertising Options
...............................................................................................
... 77
3.3 Recruiters
...............................................................................................
................... 79
17. Finding the Right Recruiter
...................................................................................... 81
3.4 Selecting
Candidates..............................................................................
................... 83
Reviewing
Résumés..................................................................................
................ 83
Telephone
Screening................................................................................
................. 84
At What Level Should I Interview?
......................................................................... 84
Narrowing Down the List
......................................................................................... 84
General Interview Guidelines
................................................................................... 86
Prepare a List of Questions
................................................................................ ...... 87
Who Else Should Interview a Candidate?
............................................................... 88
Key Concepts for a Good Technical Interview
....................................................... 89
Rank
Criteria...................................................................................
.......................... 93
18. The Value of
Certification............................................................................
............ 94
Education
...............................................................................................
................... 95
Checking References
...............................................................................................
. 97
Common Hiring
Mistakes.................................................................................
........ 98
Offering the Correct Salary for an IT Position
........................................................ 99
CHAPTER 4 Project Management
................................................................................... 103
4.1 Projects and Project Management: A Quick Overview
......................................... 104
Different Kinds of
Projects...................................................................................
.. 104
The Value of Project Management
........................................................................ 104
Five Key Phases to a
Project..................................................................................
104
19. Do You Have to Be a Certified Project Manager to Run a
Project? .................... 105
xiiiContents
The Project Management Institute (PMI)
.............................................................. 105
A Project Management
Office................................................................................
106
4.2 Phase One: Scope the
Project.................................................................................
106
Clearly Define the Project’s Objective and Scope to Avoid
Scope Creep ........... 106
Department versus Company Objectives
............................................................... 107
Get Proper Sponsorship for the
Project.................................................................. 107
Identify the Stakeholders
........................................................................................ 108
Identify the Constraints, Interdependencies, and Risks
......................................... 109
The Project
Charter....................................................................................
............. 110
20. Get Historical Perspective
...................................................................................... 110
4.3 Phase Two: Develop a Project Plan
....................................................................... 111
Three Critical Components to Any
Project............................................................ 111
Write the Project Plan with the Closeout Report in Mind
.................................... 112
Time Estimates
...............................................................................................
........ 112
Resources Required: Employees (Internal and External to
IT)............................. 113
Money
...............................................................................................
...................... 114
Roles and
Responsibilities.......................................................................
............... 115
Multiple
Projects.................................................................... ...............
.................. 115
4.4 Phase Three: Launch the
Project............................................................................ 116
Range of Launch
21. Options............................................................................. ......
.... 116
Stage a Kick-Off Meeting
...................................................................................... 116
4.5 Phase Four: Track the Project’s Progress
.............................................................. 117
Microsoft Project
...............................................................................................
..... 117
Other Project Management
Tools........................................................................... 118
Gantt Charts and Time Lines
................................................................................. 118
PERT Charts and Critical Paths
............................................................................. 118
Project
Milestones...............................................................................
.................... 119
Updates to Management and the
Team.................................................................. 120
4.6 Phase Five: Close Out the
Project.......................................................................... 121
Writing a Closeout
Report.....................................................................................
. 121
22. 4.7 Decision-Making Techniques
................................................................................. 122
Four Types of Decision-Making Methods
............................................................. 122
4.8 What to Do If/When the Project Gets Off
Track................................................... 123
Some Issues out of Your Control
........................................................................... 124
When a Project Gets behind Schedule
................................................................... 124
Your Project Is Costing More Than
Expected....................................................... 125
4.9 Useful Project Management
Techniques................................................................ 126
Project Teams
...............................................................................................
.......... 126
Create a War Room
...............................................................................................
. 126
Formalized Project
Frameworks.............................................................................
127
xiv Contents
23. Participate in the Project Yourself
......................................................................... 127
Offer Project Perks
...............................................................................................
.. 127
Give Your Project a Code
Name............................................................................ 127
Productive Project
Meetings.................................................................................
.. 128
4.10 Funding Projects
...............................................................................................
...... 130
Estimating Costs: Go
High.....................................................................................
130
Projects Always Cost More Than Estimated
......................................................... 131
Exactly Who Is Going to Pay for It?
..................................................................... 131
Justifying the
Costs......................................................................................
........... 132
4.11 Multiple Projects: How to Juggle Them Well
....................................................... 132
24. You Will Have Multiple
Projects........................................................................... 132
4.12 Dealing with Non-IT Departments on a Project
.................................................... 133
Motivating Employees outside of Your Department
............................................. 133
Who Is in Charge?
...............................................................................................
... 133
CHAPTER 5 Software, Operating Systems, and Enterprise
Applications ............................. 135
5.1 Types of
Software.................................................................................
.................. 135
5.2 Operating Systems
...............................................................................................
... 137
Windows
...............................................................................................
.................. 137
Mac........................................................................................
.................................. 137
Unix Variants and Linux
........................................................................................ 138
Choosing an Operating System
.............................................................................. 138
26. The Many Flavors of Cloud Computing
................................................................ 148
Private versus Public
Cloud....................................................................................
149
Considerations When Moving to the
Cloud........................................................... 150
5.6 Enterprise
Applications......................................................................... ...
............... 152
E-
mail........................................................................................
.............................. 152
Managing E-mail
...................................................................................... .........
..... 153
Unified Messaging
...............................................................................................
... 155
Directory
Services..................................................................................
................. 156
xvContents
5.7 Enterprise Resource Planning (ERP)
27. ..................................................................... 157
The Value of ERP Software
................................................................................... 157
General ERP Implementation Issues
...................................................................... 157
Costs of Implementing ERP
................................................................................... 158
Major Changes Required
........................................................................................ 158
It Isn’t Only IT’s Decision
..................................................................................... 158
Disadvantages to
ERP........................................................................................
..... 159
CHAPTER 6 Managing the Money
................................................................................... 161
6.1 The Budgeting Process
...........................................................................................
161
Possible Budget
Items......................................................................................
....... 162
Chargebacks—Who Really Pays?
.......................................................................... 164
Reviewers for Your
Budget....................................................................................
28. 164
Estimating (and Overestimating) Your Numbers
.................................................. 165
Getting Approval and Defending Your Budget
..................................................... 165
During the Year: Tracking and Revising Your
Budget......................................... 166
6.2 The Difference between Capital Expenditures and Operating
Expense Items …
Harrisburg University Homework 04 (100-Points) ISEM
547
IT Policies & Procedures
Review chapter readings and lecture notes in Module 4 and
answer the following questions. Provide thoughtful and
comprehensive responses to each of the questions below.
Upload homework assignment using the link provided in Canvas
on or before the scheduled due date.
1. What is the difference and relationship between policies,
procedures, guidelines, and standards?
2. Why is IT policy important?
3. Think of a situation that could have been or can be prevented
had an IT policy been in place; please explain.
4. List and briefly describe five features for structuring good
policy?
5. Identify and explain elements should be contained in your
policy outline?
29. 6. Why is it important to have a policy waiver process
established?
7. Explain the difference between IT policy dashboard and
reference matrix. Secondly, explain the importance of each in
effectively managing IT policies.
8. Outline the core steps involved in creating a procedures?
9. Describe the three types of administrative, technical, and
physical controls (9-Total) that an auditor would evaluate?
Secondly, provide an examples of each control and relevance to
protecting corporate assets?
1