What is IT Management? Skills and Standards to Build Credibility

  • from ITtoolkit.com

Image of bar chart with arrow upwards depicting the need for defining what is I.T. management.

When it comes to managing I.T. in business, service credibility is essential for lasting operational success.  Credibility is earned when the end-user community accepts that the I.T. department is capable, interested, invested and equipped to deliver.  So how is credibility earned?  It takes the right skills, common sense standards, and a willingness to embrace all the key challenges.

What is I.T. Management?

As a management discipline, I.T. management is defined by the practices, policies and procedures used to manage the selection, implementation, usage and maintenance of all types of information technology in all types of business environments.  In practice, I.T. management is both a business function and an organizational imperative.  We have all come to know that technology is critical to many, if not all, business operations.  That puts a double burden on the average I.T. shop. First, technology has to work and be utilized.  Then, technology has to make a difference - it has to serve a purpose and it has to add value.

And that's where the challenge begins.  As a business practice, I.T. management is more than "installing and maintaining technology" (which is already pretty important) - it's also about using technology in a way that both "supports and transforms".  And, in the real world, no I.T. department can serve both goals without sufficient credibility.  In fact, I.T. managers must consistently demonstrate that they not only have sufficient technical expertise, but that they also know the "business", how it works, and what it needs (now and in the future).  And that level of credibility depends on the right combination of executable service strategy skills and service strategy standards.

I.T. Managers Wear Many Hats

It takes a diverse portfolio of management skills and abilities to build lasting I.T. credibility (and related management success).  While I.T. management skills begin with subject matter expertise ("the technology"), I.T. managers and professionals must also have solid understanding of general management and business operations practices.  That's where the "hats" come in.

In fact, there's at least seven (7) "hats" required to make technology work, keep it running, deliver successful projects, manage the "business of managing I.T.", market I.T. services, initiatives and projects, strive for I.T./business alignment, and to advise on all strategic technology matters.   This takes multiple skills, starting with the "top 12" listed below:


Learn to Fast Track

If you like our ITtoolkit.com articles, you'll love our easy online training courses. We teach you how to use our unique fast track management approach for projects, committees and I.T. services. Our courses are self paced, and include lessons, videos and templates! And you can start for free! Get Started Now


Top (12) "Soft Skills" Essential to I.T. Credibility

  1. I.T. managers must prioritize work requests according to needs and capabilities.
  2. I.T. managers must handle complaints without getting defensive (to have a thick skin).
  3. I.T. managers must communicate effectively (verbally and in writing).
  4. I.T. managers must recognize and learn from mistakes (and own up to them).  Also See:  Common Management Mistakes and How to Avoid Them.
  5. I.T. managers must "read" people, situations and to know how to respond accordingly.
  6. I.T. managers must be open to reasonable, calculated risk.  Also See:  Are You Ready for a Risky Project?
  7. I.T. managers must delegate work responsibilities as appropriate.  Also See:  How to Delegate With Minimal Risk
  8. I.T. managers must anticipate objections and pre-empt problems.
  9. I.T. managers must make every end-user feel "important" and well served.
  10. I.T. managers must keep an open mind and stay away from the "not invented here" syndrome.
  11. I.T. managers must display a willingness to act (and avoid analysis paralysis).  Also See:  Recognizing and Avoiding Analysis Paralysis.
  12. I.T. managers must avoid the tendency to micro-manage as an instinctive means of just getting things done.

What's the Purpose of I.T. Management Standards?

We all know that work is easier, and success is more likely, when you can manage with a "roadmap" rather than a blank slate. Pre-defined I.T. management standards provide that roadmap, giving you tested practices and procedures to guide planning actions and decisions. Standards set a baseline for how projects are managed and services are delivered, saving time, improving quality and lowering costs.

But simply having "standards" is not enough. They have to be the "right" standards for your needs.  The "right" standards will always be sufficiently actionable, realistic, relevant, and above all, flexible, and they must address the "big 4" management demands (strategic planning, problem management, policy development and projects).  These are the areas where purpose, proficiency and productivity are most needed and can have the most significant impact.


Also See:

Managing I.T. with a Strategic Service Vision

In broadest terms, an "I.T. vision" is strategic approach to managing information technology (IT) departments and functions within business environments.  That’s the broad view, but as usual, the devil is in the details.  Read on to learn more about the value of “vision based” I.T. management – what it takes, who will benefit, and how it is achieved.


THE IT SERVICE STRATEGY TOOLKIT

If you're looking for a fast, easy way to achieve IT service success, you'll find it inside the IT Service Strategy Toolkit. This unique, informative online course gives you everything you need to become an IT management leader and service planning expert. Here's what you'll learn:

  • The I.T. Service Strategy Toolkit is an easy, engaging online course, containing over 50+ education components, teaching you how to use the multi-stage 'Service Strategy Process' to organize the I.T. service function and deliver value-added I.T. services.

  • Topics covered include developing the IT mission, organizing the IT service department, planning IT management policies, managing the IT/end-user service relationship, performing the IT service review, and more.

  • Techniques covered include 'Define, Align and Approve', the 'Manage by Process Framework', the IT/End User Partnership, Proactive Problem Management and more.

  • Download the tools and templates to produce the I.T. Vision Statement and multiple Service Review deliverables.

  • Build and improve strategic planning skills, as you learn time-saving techniques to become a more productive IT manager or service professional.

  • Course enrollment provides lifetime access to all components, with all future updates and additions included.

Source: Unless noted otherwise, all content is created by and/or for ITtoolkit.com


About Us

Right Track Logo

ITtoolkit.com staff writers have experience working for some of the largest corporations, in various positions including marketing, systems engineering, help desk support, web and application development, and IT management.

ITtoolkit.com is part of Right Track Associates, proprietors and publishers of multiple web sites including ITtoolkit.com, Fast Track Manage, HOA Board List and more. We started ITtoolkit.com in 2001 and have continued to grow our web site portfolio, Toolkit products, and related data services. To learn more, visit us at Right Track Associates.

ITtoolkit News

Get the Latest ITtoolkit Updates. No Inbox Overload.

we do not sell our list

Subscribe Now
I.T. Service Planning The Fast Track Project Toolkit Start For Free

If you'd like to learn how to quickly plan I.T. service strategies designed to meet every goal for technology service alignment, service quality and end-user service satisfaction, the I.T. Service Strategy Toolkit is the right course for you. Brought to you by the publishers of ITtoolkit.com, this self-paced course is easy, engaging and actionable, giving you both how-to lessons and take-action tools. Start for free now!.

Committee Management The Project Committee Toolkit Start For Free

If you'd like to learn how to form and operate successful committees, destined to be more productive and less prone to conflict, the Project Committee Toolkit is the right training course for you. Brought to you by the publishers of ITtoolkit.com, this easy course gives you both the lessons and the tools you need to be a better committee leader and organizer. Start for free now!.

Project Management The Fast Track Project Toolkit Start For Free

If you'd like to learn how to how to streamline project management activities to get work done in less time, using the resources you have, then the Fast Track Toolkit online course is what you need. Brought to you by the publishers of ITtoolkit.com, you'll learn how to 'fast track' every stage of the project management process, from pre-project planning to the post-project review. Start for free now!.