Metrics, Service Level
Agreement (SLA), and Outsourcing
Job Descriptions
 Metrics, Service
Level Agreement (SLA) & Outsourcing Job Descriptions
IT organizations turn to outsourcing in order to reduce costs,
to offload application maintenance, offload help desk operations, or obtain
expertise. The typical outsourcing engagement is governed by a contract
setting the terms and conditions between the client and outsourcer for the
duration of their relationship. To measure whether that relationship is working,
and how well, Service Level Agreements are established.
A Service Level Agreement (SLA) is a critical component of any
outsourcing project. It defines the boundaries of the project in terms of the
functions and services that the service provider will give to its client, the
volume of work that will be accepted and delivered, and acceptance criteria for
responsiveness and the quality of deliverables.
At the heart of an effective SLA are performance metrics and
they are driven by key members of the IT staff. The tasks associated with
that are included in the job descriptions in this bundle.
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VP Administration
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VP Strategy and Architecture
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Director IT Management and Control
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Manager Contracts and Pricing
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Manager Controller
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Manager Metrics
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Manager Outsourcing
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Manager Service Level Reporting
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Metrics Measurement Analyst
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Quality Measurement Analyst
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System Administrator Unix
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System Administrator Windows
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Several preset bundles are listed below:
E-Commerce, Wireless, & Internet Management Job Description Bundle
E-commerce, wireless and Internet
activities now take up over 50% of the focus of the IT function. There are
new positions and new responsibilities for existing positions. The need to
have up-to-date job descriptions is required to meet the objectives of both
industry standards and mandated requirements.
The 21 job descriptions in the e-Commerce,
wireless, and Internet job descriptions bundle have been developed to meet
those needs. Each job description has been reviewed with PCI-DSS,
Sarbanes-Oxley, HIPAA, and ISO in mind. Industry experts agree that these
job descriptions are the most comprehensive ones available today. In
addition to being practical and easy to use, they meet the needs of industry
standards and requirements.
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Director Electronic Commerce
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e-Commerce Specialist
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Internet-Intranet Administrator
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Manager Internet - Intranet Activities
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Manager Internet Systems
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Manager Point of Sale
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Manager Record Administration
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Manager Transaction Processing
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Manager Wireless Systems
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On-Line Transaction Processing Analyst
|
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PCI-DSS
Coordinator
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POS
Coordinator
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POS
Hardware Coordinator
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POS
Senior Coordinator
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Record Management Coordinator
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System Administrator - Unix
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System Administrator - Windows
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Web Analyst
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Web Site Designer
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Webmaster
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Wireless Coordinator
|
Enterprise Architecture has become a common practice for
large IT organizations. For the first time there is a methodology to
encompass all of the various IT aspects and processes into a single
practice. However, realizing the full potential of enterprise architecture
can be challenging. There are many aspects to enterprise architecture,
including architecture planning, governance, taxonomies and ontologies, all
of which impact its success. Without the right guidance, tools, frameworks
and methodologies EA can quickly become unwieldy.
To support enterprise architecture many of the key positions
have to assume new roles and responsibilities. The 17 job descriptions
below have been modified to reflect these new requirements are are a must
for any enterprise that is moving in direction of enterprise architecture.
The enterprise architecture job descriptions included in
this bundle are:
- Vice President Strategy and Architecture
- Chief Information Officer- CIO
- Chief Information Officer – Small Enterprise - CIO
- Chief Compliance Officer - CCO
- Chief Security Officer - CSO
- Chief Technology Officer - CTO
- Manager Change Control
- Manager Competitive Intelligence
|
- Manager Database
- Manager Enterprise Architecture
- Manager Sarbanes-Oxley Compliance
- Project Manager Enterprise Architecture
- Capacity Planning Supervisor
- Change Control Supervisor
- Database Administrator
- Enterprise Architect
- PCI-DSS
Coordinator
|
Preparation for Disaster Recovery / Business
Continuity in light of SOX has two primary parts. The first is putting
systems in place to completely protect all financial and other data required
to meet the reporting regulations and to archive the data to meet future
requests for clarification of those reports. The second is to clearly and
expressly document all these procedures so that in the event of a SOX audit,
the auditors clearly see that the DRP exists and will appropriately protect
the data.
The processes of
Disaster Recovery Planning (DRP) and Business Continuity Planning (BCP)
impact many areas within the enterprise. A number of members of the IT
function have direct input into Disaster Recovery and Business Continuity
Planning are members of the DRP and BCP team and as such their job
descriptions reflect those specific responsibilities.
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Chief Information Officer (CIO)
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Chief Security Officer (CSO)
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Chief Compliance Officer (CCO)
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VP Strategy and Architecture
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Director e-Commerce
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Director Disaster Recovery and
Business Continuity
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Manager Disaster Recovery
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Manager DR & Business Continuity
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Disaster Recovery Coordinator
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Disaster Recovery - Special Projects Supervisor
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Manager Database
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Capacity Planning Supervisor
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Manager Media Library Support
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Manager Site Management
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Metrics, Service
Level Agreement (SLA) & Outsourcing Job Descriptions
IT organizations turn to outsourcing in order to reduce costs,
to offload application maintenance, offload help desk operations, or obtain
expertise. The typical outsourcing engagement is governed by a contract
setting the terms and conditions between the client and outsourcer for the
duration of their relationship. To measure whether that relationship is working,
and how well, Service Level Agreements are established.
A Service Level Agreement (SLA) is a critical component of any
outsourcing project. It defines the boundaries of the project in terms of the
functions and services that the service provider will give to its client, the
volume of work that will be accepted and delivered, and acceptance criteria for
responsiveness and the quality of deliverables.
At the heart of an effective SLA are performance metrics and
they are driven by key members of the IT staff. The tasks associated with
that are included in the job descriptions in this bundle.
-
VP Administration
-
VP Strategy and Architecture
-
Director IT Management and Control
-
Manager Contracts and Pricing
-
Manager Controller
-
Manager Metrics
|
-
Manager Outsourcing
-
Manager Service Level Reporting
-
Metrics Measurement Analyst
-
Quality Measurement Analyst
-
System Administrator Unix
-
System Administrator Windows
|
Security
Management Job Description Bundle
Modern organizations have a huge challenge on their hands, on a
scale unlike anything they have seen. They must “secure” the organization in the
face of increasing complexity, uncertainty, and interconnection brought about by
an unprecedented reliance on technology to accomplish their mission. They must
also stay mindful of the regulations as legislators discover the importance of
security. Some of the challenges that organizations must overcome to be
successful in this environment are based on the roles that individuals within
the enterprise play.
These job descriptions defines ways in which a change in
responsibilities are the impetus for an emerging mission-driven approach to
security.
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Chief Security Officer (CSO)
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Chief Compliance Officer (CCO)
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VP Strategy and Architecture
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Director e-Commerce
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Database Administrator
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Data Security Administrator
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Manager Data Security
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Manager Facilities and Equipment
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Manager Network and Computing Services
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Manager Network Services
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Manager Training and Documentation
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Manager Voice and Data Communication
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Manager Wireless Systems
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Network Security Analyst
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System Administrator - Unix
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System Administrator - Windows
|
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