Alternative IT Delivery Methods and Best Practices for Small Airports (2015) / Chapter Skim
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Pages 39-56
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From page 39... ...
39 39 Overview 39 Alternative IT Delivery Methods 40 Evaluation Criteria 41 IT Governance 43 IT Management 47 Operations and Maintenance Support 51 Project Delivery 56 Reference Overview This appendix addresses the human resource aspects of airport IT. First, it addresses the alternative IT delivery methods available and provides the details of specific associated benefits, risks, cost considerations, scalability, integration, and dependencies.
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From page 40... ...
40 Alternative IT Delivery Methods and Best Practices for Small Airports • Specific IT product or service vendors perform the full range of installation, operation, and maintenance functions for a specific airport system that they are certified to support according to a contracted service-level agreement. • IT consulting firms provide a range of specialty services across disciplines including business analysis, planning, design, program management, and implementation oversight.
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From page 41... ...
Human Resources 41 Scalability As stakeholder needs, airport goals, and IT goals change, and the IT organization progresses to new levels of maturity, human resources must be able to change with it. A human resource's ability to adapt to these changing conditions is achieved through the concept of scalability.
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From page 42... ...
42 Alternative IT Delivery Methods and Best Practices for Small Airports Delivery Methods Benefits Risks Cost Considerations Airport Staff Resources Reduced capital costs Reduced support costs May not have specific expertise May not be able to get staff positions allocated Operating Budget Long-Term Commitment Cost Factors: o Salary or Hourly Rate o Benefits o Supplies/Equipment o Office Space o Telecommunications o Management o HR Support Contracted Resources: General IT Services Firm Reduced time requirement Legally bound to performance Definable level of service May not have specific expertise Procurement requirements May not have control over time/availability Operating or Capital Budget Short-Term Commitment Cost Factors: o Fixed Fee or Hourly Rate o Contingency Markup o Supplies/Equipment o Office Space o Telecommunications o Management o Legal Support o Procurement Support Contracted Resources: Specific IT Product or Service Vendor Reduced time requirement Specific expertise Legally bound to performance Definable level of service Expensive Procurement requirements May not have control over time/availability Operating or Capital Budget Short-Term Commitment Cost Factors: o Fixed Fee or Hourly Rate o Travel Expenses o Contingency Markup o Supplies/Equipment o Office Space o Telecommunications o Management o Legal Support o Procurement Support Contract Resources: Consulting Firm Reduced time requirement Specific expertise Legally bound to performance Definable level of service Expensive Procurement requirements May not have control over time/availability Operating or Capital Budget Short-Term Commitment Cost Factors: o Fixed Fee or Hourly Rate o Travel Expenses o Contingency Markup o Supplies/Equipment o Office Space o Telecommunications o Management o Legal Support o Procurement Support Shared Resources Reduced capital costs Reduced support costs May not have specific expertise Potential for divergent interests May not have control over time/availability Operating or Capital Budget Long-Term or Short-Term Commitment Cost Factors: o Salary or Hourly Rate o Benefits o Supplies/Equipment o Office Space o Telecommunications o Management Time Table B2. Delivery methods -- human resources -- benefits, risks, and cost considerations.
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From page 43... ...
Human Resources 43 of operational needs over time, the result of which is an IT environment composed of independent systems that each have somewhat unique requirements for operation, administration, maintenance, and support. While this is not uncommon in small airports, it is often the cause of much of the inefficiency, ineffectiveness, and instability of the IT function and a significant source of stress and dissatisfaction by stakeholders.
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From page 44... ...
44 Alternative IT Delivery Methods and Best Practices for Small Airports In an airport environment, IT management is provided by a team who is responsible for ensuring that the IT goals are achieved. Depending on the size of the airport and the maturity level of the IT function, IT management may be performed by a single individual or a group with a defined leader who reports to the executive level.
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From page 45... ...
Process ID Process Process Description APO09 Manage Service Agreements Align IT-enabled services and service levels with enterprise needs and expectations, including identification, specification, design, publishing, agreement, and monitoring of IT services, service levels, and performance indicators. APO10 Manage Suppliers Manage IT-related services provided by all types of suppliers to meet enterprise requirements, including the selection of suppliers, management of relationships, management of contracts, and reviewing and monitoring of supplier performance for effectiveness and compliance.
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From page 46... ...
46 Alternative IT Delivery Methods and Best Practices for Small Airports Process ID Process Process Description DSS01 Manage Operations Coordinate and execute the activities and operational procedures required to deliver internal and outsourced IT services, including the execution of predefined standard operating procedures and the required monitoring activities. DSS02 Manage Service Requests and Incidents Provide timely and effective response to user requests and resolution of all types of incidents.
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From page 47... ...
Human Resources 47 Operations and Maintenance Support Operations and maintenance support refers to the workload necessary to provide IT services and keep systems functioning as required. This includes providing operational value to systems and networks through daily administration, monitoring, updating, backing up, and developing application, as well as resolving problems through hardware repair and replacement, end-user support, and application support.
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From page 48... ...
48 Alternative IT Delivery Methods and Best Practices for Small Airports Contracted Resources General IT service firms provide hardware maintenance services through a variety of options ranging from full-time onsite resources to time and materials on an as-needed basis. This is a viable option for providing hardware maintenance in some airport environments that do not have need for a full-time technician or have a business case that supports outsourcing.
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From page 49... ...
Human Resources 49 but the overall value can be greater if the workload is performed more efficiently through outsourcing. This service can be bundled into a "managed services" agreement with other IT services to provide specific services on an ongoing basis according to an agreed-upon response and resolution period.
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From page 50... ...
50 Alternative IT Delivery Methods and Best Practices for Small Airports be components of a special system such as an airport operational database. Agreements with these vendors are typically on a multi-year, fixed-cost support agreement but may also be provided through time and materials as needed.
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From page 51... ...
Human Resources 51 resources is a viable option when dealing with typical IT software applications, such as websites and databases. However, airport special systems typically require specific skills that other closely tied organizations do not possess.
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From page 52... ...
52 Alternative IT Delivery Methods and Best Practices for Small Airports The planning phase lays the groundwork for the project to be executed and controlled in an efficient and effective manner. The overall outcome of the project is highly dependent on the completeness and quality of the effort put into planning.
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From page 53... ...
Human Resources 53 results is a lack of adequate administrative closure. During this process, two key components need to be completed; project archives and lessons learned.
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From page 54... ...
54 Alternative IT Delivery Methods and Best Practices for Small Airports RFQ solicitations are used to competitively select a provider based on qualifications, experience, and approach to providing a particular solution, using multiple evaluation criteria to determine the contract award. Unlike the RFP, cost is not a factor in the RFQ process, and evaluation criteria typically include qualifications, experience, and approach.
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From page 55... ...
Human Resources 55 administrator or manager, program or project manager, subject matter expert, planning, business analysis, testing, and quality management. Consultants engaged under a professional services contract are frequently used in conjunction with a design-bid-build, design-build, or contractor pre-selection type contract because they act as an agent of the owner, working in the interest of the airport, to ensure that the project meets its objectives.
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From page 56... ...
56 Alternative IT Delivery Methods and Best Practices for Small Airports Consulting firms provide a significant level of project delivery services. All professional services noted above can be obtained through consulting firms, yet the resources may be engaged through any of the noted delivery methods independently or as part of a design or build team.
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