Technical Resources Sidebar 6.1

What hardware comprises the AT & T organizations IT infrastructure?

What platforms are currently in use?

What is the current application portfolio?

Are there any redundant systems?

What networking infrastructure is currently in place?

Does the IS organization provide any shared services to the business?

Is the IT infrastructure centralized or decentralized?

What systems are on-site, and what systems are off-site?

Are any components of the IT infrastructure outsourced?

How do the existing applications relate to one another as a system?

What is the age of the current application portfolio?

How are applications normally obtained (in-house development, acquisition)?

Who owns the IT infrastructure?

What rules are followed to determine ownership and Responsibilities?

Sidebar 6.2 Data and Information Resources

What data are currently collected?

Where and how are the data collected?

Where are the data stored? In what format?

Are data shared across applications? How?

What applications access the data?

Who owns the data (e.g., the IS organizations, local departments)?

Who is in charge of maintaining the accuracy of the data?

Who is in charge of ensuring the security and backup of the data?

What rules are followed to determine data ownership and responsibilities?

Sidebar 6.3 Human Resources

How many full-time IS professionals are currently employed by the organization?

How is the IS function organized?

Who does the head of the IS organization report to?

In what role has the IS organization been explicitly assigned in its mission statement?

What is the current skill set of the in-house IS professionals?

What is the IS sophistication level of the end users and usermanagers?

What are the industry performance benchmarks?

How does the organization compare against industry benchmarks?

Who are the leading competitors?

What performance levels have leading competitors attained?

What are the user-managers opinions of the current IT infrastructure and application portfolio (e.g., alignment with business objectives, accessibility of accurate and

comprehensive information)?

What are the users perceptions of the current IT infrastructure and applications (e.g., usability, reliability, information accuracy)?

Critical Success Factors (CSFs) of Customer Experienced Division at AT&T

Position of At

position in the Strategic Impact Grid

Sidebar 6.7 SWOT

Strengths

Weakness

Opportunities

Threats

Strategic Initiative of AT&T

New System

New projects

New direction