1

CS414:Computer Center

ManagementLecture #3: Computer Center Management

Dr. Ghada Abdelhady

المعھد العالى لعلوم الحاسب و نظم المعلوماتHigh Institute for Computer and information system

2

Objectives

State the various naming convention of a computer center Mention the services provided by a computer center Discuss the types of computer center Outline the factors to be considered when installing computer

system

Computer Center and its presence in anorganization

3

A computer center may simply be a single unit withineach department

4

A Computer Center may be, instead, a separated unitunder Chief Executive Officer at the same level ofauthority as other functional departments

Computer Center can provide services to otherdepartment as a company's center of a function ---computer-related function.

Various Names of Computer Centre

5

Normally, all computer centers are responsible forvirtually similar tasks in all organizations; however, theirfocuses may not be the same. Using a certain name wouldidentify its focused responsibilities, and the following areexamples of such naming convention.

6

Data Processing Center: To process business data (Sales,Deposit/Withdrawal, Airline Ticketing, Student Registration,etc.) and produce summary report or other business documents

MIS Center: To provide information for managers andexecutives for making timely and quality decisions (usuallycontinuing the work of data processing.

Data Center: To provide data for use by all departments (e.g.center to provide criminal records, population records, etc.)

Office Automation and Internet Center: To provide servicesto all departments with office automation and communicationsystems.

Computing Service Center (or Computer Center or ITService Center): Basically, to provide services of all typesrelated to business data processing, business applications, andmaintenance services to all departments in the organization.

Services Provided by Computer Center

7

To provide computer-related services to personnel andcustomers

To provide advice and consultancy for users

To provide systems development services to users

To provide data entry services for users

To create and maintain IT standards and procedures

To provide IT acquisition services to users

To keep and protect IT and data assets

To ensure that the organization has adequate/advanced ITprogress, which is in line with the organization's vision

To ensure that services provided are meeting with users'requirements.

Computer Center DesignsPhysical Computer Center Setup

8

Site Selection Designing office and rooms Designing the whole center Detailing the facilitiesWe have to be careful about small things such as: Dust Pest Transportation for the staffs Bedrooms for night shift operators Transportation to the site Burglar

Computer Center Operations

9

Computer Center will need to provide IT-related servicesto other department in the organization, the following arepoints to be discussed related to its services, which are:

Management of Services on Daily Operations Kinds of Services by Computer Center Managing End-User Computing (An end user of computer

system or software is someone who uses it.) Types of Users Phases of End-User Computing

Management of Services on DailyOperations

10

Service Planning: know our customers and their expectation

Define service level: Determine what can be done forcustomers. Computer Center Manager need to understand whatis expected by customers and draft out Service LevelAgreement for further discussion with customers

Make agreement with customers: It's needed to tellcustomers the truth regarding what computer center can deliver

Organize staffs to provide agreed services

Assist customers when system is down, i.e. to recover thesystem within the pre-agreed period

Collect information about the services provided, e.g. usageperiod, usage information, etc.

Kinds of Services by Computer Center

11

Providing computing capability, running programsand producing reports, printing documents, providingoperations services, make sure that good performanceis provided

Providing Internet services: Set up Internet and Emailaccounts, managing mailbox, providing disks spacesfor Web, providing security and virus warning, etc.

Providing helps: Help users to solve computer usageproblems, help users to develop simple applications,help users to keep their data, help on security

Kinds of Services by Computer Center (cont.)

12

Providing system development services: Develop systemfor users

Providing data entry services: This is to capture data intothe systems, during these days, such function seems to beobsolete now. Such services may include storing data indatabase, data protection by data backup and recovery.Scanning images into the systems is also considered as apart of this function.

Providing consultancy services: Purchasing devices,installing hardware & software, help users to work moreefficiently

Providing training for users, recently, the use of e-Learning concept of training also implemented

What must be done at the beginning are:

13

1. Be sure to develop a good organization structure2. Announce service policy - Need to ensure agreementamong all parties3. Be sure that users understand Service Level Agreement(SLA)4. Set up Key Performance Index (KPI), which is normallyused as Measurement of Service Level Achievement,

14

Example System is up at 95% of the time Systems of a certain number (as pre-agreed) will bedeveloped in a certain year (as previously agreed) Response time will be less than 2 seconds Crashed system will be replaced within 2 hours

15

5. Develop forms for users to submit requests and forcollecting performance data6. Appoint a Computer Center Steering Committee to helpoversee the operations: Normally, VP in Administrationshould be the Chairman for his comments and ideas onoperations7. Analyze performance data and improve the services8. Prepare reports for senior management

Types of users

16

17

18

19

20

Thank you for listening.

Dr. Ghada Abdelhady