Transcription
IT Manager’s HandbookThird Edition
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IT Manager’s HandbookGetting your new job doneThird EditionBill HoltsniderBrian D. JaffeAMSTERDAM BOSTON HEIDELBERG LONDONNEW YORK OXFORD PARIS SAN DIEGOSAN FRANCISCO SINGAPORE SYDNEY TOKYOMorgan Kaufmann is an imprint of Elsevier
Acquiring Editor: Andrea DiernaDevelopment Editor: Robyn DayProject Manager: Jessica VaughanDesigner: Joanne BlankMorgan Kaufmann is an imprint of Elsevier225 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 ormechanical, including photocopying, recording, or any information storage and retrieval system, withoutpermission in writing from the publisher. Details on how to seek permission, further information about thePublisher’s permissions policies and our arrangements with organizations such as the Copyright ClearanceCenter 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 (otherthan as may be noted herein).NoticesKnowledge and best practice in this field are constantly changing. As new research and experience broadenour understanding, changes in research methods or professional practices, may become necessary. Practitionersand researchers must always rely on their own experience and knowledge in evaluating and using anyinformation or methods described herein. In using such information or methods they should be mindful of theirown 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 liabilityfor any injury and/or damage to persons or property as a matter of products liability, negligence or otherwise, orfrom any use or operation of any methods, products, instructions, or ideas contained in the material herein.Library of Congress Cataloging-in-Publication DataHoltsnider, Bill, 1956It 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 everchanging corporate environment where the demands on IT continue to increase. Make your first 100 days reallycount with the fundamental principles and core concepts critical to your success as a new IT Manager outlinedin 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 2012004.068–dc232011044174British Library Cataloguing-in-Publication DataA catalogue record for this book is available from the British Library.ISBN: 978-0-12-415949-5Printed in the United States of America12 13 14 15 1610 9 8 7 6 54 3 21For information on all MK publications visit our website at www.mkp.com
For M & D—B.H.For Jenine—B.D.J.
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About the AuthorsBill Holtsnider is an experienced writer, educator, and software professional with more than 27 yearsof experience working in the computer industry. His IT expertise includes working in such diverseareas as stock portfolio management, identity management, Web analytics, and software development. 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 includingBristol-Myers Squibb, Time Warner, Philip Morris, and The Interpublic Group of Companies. Currently he is Senior Vice President for Global IT at McCann Worldgroup in New York City, one ofthe country’s leading advertising agencies. His articles have appeared in Computerworld, InfoWorld,eWeek, and The New York Times, and he is the editor of Thanksgiving Tales: True Stories of theHoliday in America.vii
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Brief Table of ContentsAbout the Authors viiKey Changes for This EditionPreface xxiiixxiCHAPTER 1 The Role of an IT Manager 1CHAPTER 2 Managing Your IT Team 31CHAPTER 3 Staffing Your IT Team 65CHAPTER 4 Project Management 103CHAPTER 5 Software, Operating Systems, and Enterprise Applications 135CHAPTER 6 Managing the Money 161CHAPTER 7 Getting Started with the Technical Environment 189CHAPTER 8 Security and Compliance 205CHAPTER 9 Disaster Recovery 247CHAPTER 10 Working with Users 263CHAPTER 11 Connectivity: Social Media, Handhelds, and More 287Glossary 305Index 317ix
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ContentsAbout the Authors . viiBrief Table of Contents . ixKey Changes for This Edition. xxiPreface . xxiiiCHAPTER 1 The Role of an IT Manager. 11.1 Just What Does an IT Manager Do? . 2Why All That Change and Flexibility Is Good. 2Why All That Change and Flexibility Is Bad . 21.2 Managers in General. 3Definition of a Manager . 3Styles of Management . 3Pros and Cons of Being a Manager: Reasons to Become a Manager, andReasons Not to Become One. 5The Hidden Work of Management. 6Resentment toward Management . 7Babysitting versus Managing . 7Politics. 7Managing in Four Directions. 71.3 The Strategic Value of the IT Department . 8Application Development versus Technical Operations. 9IT Department Goals . 10The Value of IT Managers . 101.4 Developing an IT Strategy . 10Determine Who Your Team Members Are. 11Determine How Important Technology Is to Your Organization . 11Determine Who Your Customers Are and What Their Needs Are. 12Keep Your Department Central to the Company’s Operations. 121.5 Leadership versus Management . 131.6 Starting Your New Job . 14The First Day . 14Meeting the Staff . 14A Few Ideas for What to Say to Break the Ice. 15Some Don’ts. 15One-on-One Meetings. 15What to Say to Those Who Wanted Your Job and Didn’t Get It . 16Establish a Relationship with Your Manager and Your Peers . 17Learning the Landscape: Key Users and Key Applications . 18xi
xiiContents1.7 The First 100 Days . 20No Organization Is Perfect . 20Quietly Advertising What You Bring to the Table . 21Projects in Progress and Projects on the Horizon. 22Is the Status Quo Good Enough? . 23People to Meet and Know . 24Quick Introductory Meetings. 24Human Resource Issues . 25Budgeting . 26Making Those First Decisions. 261.8 Two IT Departments—What Happens If Your Company Mergeswith Another?. 27CHAPTER 2 Managing Your IT Team. 312.1 Keeping Employees Focused. 32Establish Priorities . 32Communicate with Your Team . 32Company Mission, Vision, and Values . 34Be as Clear as Possible about Your Real Priorities. 35Avoid Burnout in Your Employees. 35Make Your Employees Aware of the Dangers of Burnout . 36Deal with the Situation . 36Managing Remote Workers (or Teleworkers) . 372.2 Employee Training . 39Cost . 39Need . 39Scheduling Demands . 40Employee Morale. 40How Do You Know When Your Employees Need Training? . 40Certification . 41What If the Employee Takes a Training Class and Then Uses His New-FoundSkills to Find Another Job? . 41Nontechnical Training . 42Maximizing the Value of Training. 422.3 Employee Performance. 43Performance Reviews . 43Key Areas of Evaluation . 44Specific Evaluation Statements . 47Guidelines for Reviews. 48Negative Reviews . 49Have Employees Review Themselves . 50360 Reviews. 51
ContentsxiiiHow to Conduct the Actual Review Discussion. 52Development Plans and Goals.
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 .
