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WEB DEVELOPMENT AND

DATABASE ADMINISTRATION
LEVEL-V
Based on December 2024, Curriculum Version - II

Module Title: Matching Web and Database Needs with

the Strategic Direction of the Enterprise.
Module code: EIS WDDBA5 02 1221
Nominal duration: 30 Hours

Prepared by: Ministry of Labor and Skill

December 2024
Addis Ababa, Ethiopia

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Acknowledgment

Ministry of Labor and Skills wish to extend thanks and appreciation to the many representatives of
TVET instructors and respective industry experts who donated their time and expertise to the
development of this Teaching, Training and Learning Materials (TTLM).

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Table of Contents
Acknowledgment ........................................................................................................................... 2
Acronym......................................................................................................................................... 5
Introduction to the Module .......................................................................................................... 6
Unit One: Current Business Strategy Evaluation ..................................................................... 6
1.1 Analyzing Organizational Strategic Plans .................................................................... 7
1.2 Reviewing Current IT Systems. ...................................................................................... 9
1.3 Identifying IT Service Gaps and Opportunities ............................................................ 12
1.4. Reporting Findings.................................................................................................. 17
Self-Check 1 ................................................................................................................................. 20
Operation sheet 1.1 ..................................................................................................................... 22
Lap Test 1.1 ................................................................................................................................. 24
Unit Two: Evaluating the Impact of Changes ........................................................................ 25
2.1 Overview of Current IT Systems functionalities. .......................................................... 25
2.2 Compare current and proposed IT systems. .................................................................. 28
2.3 Determining Implications of Change ............................................................................ 31
2.4 Documenting and Communicating Findings. ................................................................ 33
Self-Check 1 ................................................................................................................................. 36
Operation sheet 2.1: Evaluating the Impact of Changes. ....................................................... 38
Lap Tests ...................................................................................................................................... 40
Unit 3: Developing Action Plans ................................................................................................ 41

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3.1 Developing Action Plans. .............................................................................................. 42

3.2 Considering Operational Factors. .................................................................................. 43
3.3 Documenting Action Plans............................................................................................ 45
3.4 Communicating Action Plans........................................................................................ 47
Self-Check 3. ................................................................................................................................ 49
Operation Sheet 3.1: Developing Action Plan. ................................................................... 50
Reference ..................................................................................................................................... 53
Participants of this Module preparation .................................................................................. 54

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Acronym

SWOT:---------------------------------------------Strengths, Weaknesses, Opportunities, Threats

PESTLE-------------------------------- Political, Economic, Social, Technological, Legal, Environmental

SMART --------------------------------------Specific, Measurable, Achievable, Relevant, and Time-bound

KPIs------------------------------------------Key performance indicators

DTD ---------------------------------------------- Document Type Definition

HTML -------------------------------------------- Hypertext Markup Language

JS ------------------------------------------------ JavaScript

MySQL ------------------------------------------- My Structured Query Language

PHP ----------------------------------------------- Hypertext Preprocessor

WAF ---------------------------------------------- Web Application Firewall

XHTML ------------------------------------------ Extensible HyperText Markup Language

Introduction to the Module

This module equips trainees with the skills to analyze business strategies, evaluate the impact of IT
changes, and develop action plans for aligning web and database solutions with organizational
objectives. It covers evaluating current business strategies, assessing the impact of IT system changes,
developing comprehensive action plans, and effectively communicating recommendations.
Module covers the following units:

 Evaluating Current Business Strategy

 Evaluating the Impact of Changes
 Developing Action Plans
Learning Objectives of the Module

 Evaluate Current Business Strategy

 Evaluate the Impact of Changes
 Develop Action Plans

Module Instruction

For effective use these modules trainees are expected to follow the following module instruction:
1. Read the information written in each unit
2. Accomplish the Self-checks at the end of each unit
3. Perform Operation Sheets which are provided at the end of units
4. Do the “LAP test” given at the end of each unit and
5. Read the identified reference book for Examples and exercise

Unit One: Current Business Strategy Evaluation

This unit is developed to provide you the necessary information regarding the following content
coverage and topics:

 Analyzing Organizational Strategic Plans.

 Reviewing current IT systems.

 Identifying IT Service Gaps and Opportunities.

 Reporting Findings.

This unit will also assist you to attain the learning outcomes stated in the cover page.
Specifically, upon completion of this learning guide, you will be able to:
 Identify key business objectives from a strategic plan.

 Review current IT systems.

 Identify IT service gaps and improvement opportunities.

 Communicate Findings.

1.1 Analyzing Organizational Strategic Plans

Strategic planning concepts

A strategic plan is the roadmap that guides an organization towards its long-term goals. It's a crucial
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ument that outlines the organization's mission, vision, values, objectives, and the strategies it will
employ to achieve them. Analyzing a strategic plan is essential for understanding the organization's
direction and identifying how IT can contribute to its success. This section will provide you with the
tools and techniques to effectively analyze an organizational strategic plan.

Key Components of a Strategic Plan.

Mission Statement: A concise statement of the organization's purpose and reason for existence.
Example: To empower every person and every organization on the planet to achieve more.

Vision Statement: A description of the organization's desired future state. Example: A world where
technology empowers everyone to achieve their full potential.

Values: The core principles that guide the organization's decisions and actions. Examples: Integrity,
innovation, customer focus, teamwork.

Objectives: Specific, measurable, achievable, relevant, and time-bound (SMART) goals that the
organization aims to achieve. Example: Increase market share by 15% within the next three years.

Strategies: The high-level approaches the organization will use to achieve its objectives. Example:
Expand into new markets through strategic partnerships.

Action Plans: Specific steps and timelines for implementing the strategies. Example: Develop a
partnership agreement with Company X by Q2 2024.

Industry Analysis Techniques.

Understanding the external environment in which the organization operates is crucial for effective
strategic planning. Industry analysis involves examining the competitive landscape, market trends,
and industry best practices. Here are some useful tools:

Porter's Five Forces: This framework analyzes the competitive intensity of an industry by examining
five forces: threat of new entrants, bargaining power of suppliers, bargaining power of buyers, threat
of substitute products or services, and rivalry among existing competitors.

PESTLE Analysis: This framework examines the macro-environmental factors that can impact an
organization: Political, Economic, Social, Technological, Legal, and Environmental.

SWOT Analysis.

A SWOT analysis is a powerful tool for assessing an organization's internal strengths and weaknesses,
and external opportunities and threats.

Strengths: Internal factors that give the organization a competitive advantage. Examples: Strong brand
rep
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ion, skilled workforce, innovative technology.

Weaknesses: Internal factors that hinder the organization's performance. Examples: Outdated
technology, lack of marketing expertise, poor customer service.

Opportunities: External factors that the organization can leverage to its advantage. Examples:
Emerging markets, new technologies, changing consumer preferences.

Threats: External factors that could negatively impact the organization. Examples: Increased
competition, economic downturn, new regulations.

Conclusion.

Analyzing an organizational strategic plan is a crucial skill for IT professionals. By understanding the
organization's goals, industry dynamics, and internal capabilities, IT can effectively align its efforts
with the overall strategic direction, ensuring that technology investments contribute to the
organization's success. This section has provided you with the necessary tools and techniques to
effectively analyze a strategic plan, laying the foundation for aligning IT services with the
organization's overall objectives.

1.2 Reviewing Current IT Systems.

1.2.1 Overview of current IT systems.

Reviewing current IT systems is a critical step in ensuring that the enterprise's IT services
infrastructure aligns with its strategic goals. This process identifies how existing systems support
current objectives and whether they can accommodate future growth and operational needs. By
focusing on web and database technologies, organizations can bridge gaps between IT capabilities and
business strategies.

Purpose of Reviewing Current IT Systems

1. Alignment with Strategic Goals:

o Evaluate how well existing IT systems support the organization’s strategic objectives
(e.g., scalability, customer experience, operational efficiency).
2. Identifying Gaps:
o Detect deficiencies or areas where current systems fail to meet performance, security,
or
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 ctionality expectations.
3. Evaluating Potential for Improvement:
o Assess whether current systems can be upgraded or if new systems are required to meet
future demands.

Key Aspects to Review.

A. Web Systems

1. Performance and Scalability:

o Can the current web infrastructure handle high traffic volumes during peak times?
o Is the system scalable to support anticipated business growth or geographic expansion?
2. User Experience:
o Does the website deliver fast load times and seamless navigation?
o Are web systems mobile-friendly and optimized for different devices?
3. Security:
o Are web systems protected against common vulnerabilities like SQL injection, cross-
site scripting (XSS), and Distributed Denial-of-Service (DDoS) attacks?
4. Integration:
o How well do web systems integrate with other IT components, such as databases, APIs,
and third-party services?

B. Database Systems

1. Data Storage and Retrieval:

o Is the database capable of handling current and projected data volumes efficiently?
o Are query response times meeting business requirements?
2. Data Integrity and Accuracy:
o Are there processes in place to ensure data consistency and reliability?
o Is the database free from duplication or corruption issues?
3. Security and Compliance:
o Are database systems compliant with relevant data protection regulations (e.g., GDPR,
CCPA)?
o Is sensitive data encrypted and adequately protected?
4. Backup and Recovery:
o Is there a robust backup and disaster recovery plan in place for database systems?
5. Integration with Web Systems:
o Does the database infrastructure support seamless data exchange with the web systems?

C. Networking Systems

1. Network Performance:
o Assess the speed, reliability, and latency of the network.
o Ensure that the network supports the required bandwidth for current and future business
operations.
2. Scalability:
o
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 ate whether the network can handle increased traffic as the enterprise grows or expands
geographically.
o Identify bottlenecks that could impede performance during high usage periods.
3. Security:
o Review the network’s ability to protect against threats such as unauthorized access,
malware, and Distributed Denial-of-Service (DDoS) attacks.
o Ensure proper implementation of firewalls, intrusion detection/prevention systems
(IDS/IPS), and VPNs for secure remote access.
4. Network Architecture:
o Analyze the design and topology of the network to determine if it supports efficient
data flow and redundancy.
o Ensure that the network is optimized for key services, such as web hosting, database
connectivity, and cloud integration.
5. Compliance and Standards:
o Verify that the network complies with relevant industry standards and regulations, such
as ISO 27001 for information security.
o Assess adherence to Service Level Agreements (SLAs) with network providers.
6. Monitoring and Management:
o Evaluate tools and processes in place for monitoring network health, diagnosing issues,
and ensuring continuous availability.
o Check for automated alerts and reporting capabilities to address issues proactively.
7. Integration with IT Systems:
o Ensure seamless integration between networking infrastructure, web systems,
databases, and cloud services.
o Identify any connectivity issues that might hinder system interoperability or data
exchange.

Methods of Reviewing Current IT Systems.

1. Performance Metrics:
o Use tools like application performance monitoring (APM) to analyze web and database
system performance.
o Measure metrics such as response time, uptime, and error rates.
2. Stakeholder Input:
o Gather feedback from IT staff, end-users, and business stakeholders to identify pain
points and improvement areas.
3. System Audits:
o Conduct technical audits to evaluate system health, security posture, and compliance.
4. Comparative Analysis:
o Benchmark current systems against the enterprises strategic direction to identify gaps.
5. Future Needs Assessment:
o Assess whether the existing systems can support anticipated technological trends and
business demands.

Linking IT System Review to Strategic Direction.

1. Enterprise Vision and Mission:

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 the IT infrastructure reflect the company’s broader vision (e.g., becoming a leader in
digital services)?
2. Operational Goals:
o How do current systems contribute to operational efficiency, cost reduction, or
customer satisfaction?
3. Innovation and Competitiveness.
o Are IT services enabling innovation, such as data analytics, personalization, or AI-
powered services?

1.3 Identifying IT Service Gaps and Opportunities

Gaps and opportunities are two critical concepts in assessing IT services within an organization.
Understanding these terms helps identify areas for improvement and innovation to align IT services
with business goals.

Gaps in IT Services

Definition: Gaps refer to deficiencies, shortcomings, or mismatches between the current state of IT
services and the organization's operational or strategic requirements.

Examples of Gaps:

Technology: Outdated software, hardware, or infrastructure that hinders performance or scalability.

Processes: Inefficient workflows or lack of automation in routine tasks.

Capabilities: Skills shortages or lack of expertise within the IT team.

Compliance: Failure to meet regulatory or security standards.

Integration: Poor compatibility between IT systems, leading to data silos or communication issues.

Impact of Gaps: Gaps can result in reduced productivity, increased costs, customer dissatisfaction,
and vulnerability to risks such as cyber threats or operational failures.

Opportunities in IT Services

Definition: Opportunities represent areas where IT services can be improved, expanded, or leveraged
to add value, enhance performance, or support organizational growth and innovation.

Examples of Opportunities:

 Process Automation: Identify manual processes that can be automated through IT solutions.
This can improve efficiency, reduce errors, and free up staff for more strategic tasks

 Data Analysis and Business Intelligence: Leverage data analytics and business intelligence
tools to gain insights into customer behavior, market trends, and operational performance. This
can inform strategic decision-making and improve business outcomes. Example: Analyzing
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 omer purchase history to personalize marketing offers.

 Improved Communication and Collaboration: Implement IT solutions that facilitate

communication and collaboration within the organization and with external partners. This can
enhance productivity and innovation.

 Enhanced Customer Experience: Use IT to improve the customer experience across all
touchpoints. This can include personalized recommendations, self-service portals, and mobile
apps.

 Innovation and New Product Development: Explore how IT can be used to develop new
products and services or enhance existing offerings. This can create competitive advantages
and open up new market opportunities

 Cost Optimization: Identify areas where IT can reduce costs through automation, cloud
computing, or other efficiency measures.

 Security Enhancements: Implement IT solutions to strengthen security and protect sensitive

data. This can mitigate risks and ensure business continuity.

 Emerging Technologies: Adoption of innovations like AI, machine learning, or blockchain to

enhance service delivery.

 Scalability: Expanding IT capabilities to support business growth or new markets.

 Customer Experience: Enhancing user interfaces, support systems, or personalization

features.

 Sustainability: Implementing eco-friendly technologies to align with corporate social

responsibility goals.

Impact of Opportunities: Capitalizing on opportunities can increase competitive advantage, improve

stakeholder satisfaction, and foster innovation.

Relationship between Gaps and Opportunities

Interconnected Nature: Gaps often highlight the need for improvements, which can lead to
identifying opportunities for enhancement. For example:

A gap in data integration can reveal an opportunity to implement advanced analytics tools.

An outdated infrastructure might highlight the potential benefits of migrating to cloud solutions.

Strategic Insight: Addressing gaps and seizing opportunities ensures IT services not only meet
current needs but also position the organization for future success.

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Conclusion

Recognizing gaps helps address weaknesses in IT services, while identifying opportunities drives
innovation and growth. Together, these concepts form the foundation for aligning IT strategies with
business goals and delivering measurable value to the organization.

Techniques for Identifying Gaps and Opportunities

Several techniques can be used to identify IT service gaps and opportunities:

 Surveys: Distribute surveys to stakeholders across different departments to gather feedback on

their IT needs and challenges. Surveys can be quantitative (e.g., rating scales) or qualitative
(e.g., open-ended questions).

 Purpose: Gather broad input from a large group of stakeholders. Useful for understanding
general perceptions and identifying common pain points.

 Method: Use online survey tools (e.g., SurveyMonkey, Google Forms) or paper-based
questionnaires. Include a mix of multiple-choice, rating scale, and open-ended questions.

 Example: A survey could ask employees to rate their satisfaction with the current IT help
desk service or suggest improvements to the company's intranet. Analyze the responses to
identify trends and areas for improvement.

 Considerations: Ensure anonymity to encourage honest feedback. Keep the survey concise
and focused.

 Interviews: Conduct one-on-one interviews with key stakeholders, including business leaders,
IT staff, and end-users, to gain deeper insights into their perspectives on IT.

 Purpose: Gain in-depth insights from individual stakeholders. Useful for understanding
complex issues and exploring specific needs.

 Method: Conduct structured, semi-structured, or unstructured interviews. Prepare open-

ended questions to encourage discussion. Document the responses carefully.

 Example: Interviewing a department head could reveal specific software requirements that
are not being met by the current system, or uncover workflow bottlenecks caused by IT
limitations.

 Considerations: Choose interviewees strategically to represent different perspectives.

Ensure confidentiality and build rapport with interviewees.

 Document Analysis: Review existing documentation, such as IT system architecture

diagrams, process flowcharts, and performance reports, to understand the current state of IT
and
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 tify potential areas for improvement.

 Purpose: Understand the current state of IT and identify potential areas for improvement
based on existing information.

 Method: Review relevant documents, such as IT system architecture diagrams, process

flowcharts, performance reports, security audits, and budget reports.

 Example: Analyzing help desk logs can reveal recurring technical issues, while reviewing
budget reports can highlight areas of overspending or underinvestment in IT.

 Considerations: Ensure the accuracy and relevance of the documents. Look for patterns
and trends in the data.

 Workshops: Facilitate workshops with cross-functional teams to brainstorm ideas and

collaboratively identify IT gaps and opportunities. Workshops can be structured around
specific business processes or strategic objectives.

 Purpose: Facilitate collaborative brainstorming and problem-solving. Useful for generating

innovative ideas and building consensus.

 Method: Bring together a cross-functional group of stakeholders. Use structured activities,

such as brainstorming, SWOT analysis, and process mapping, to identify IT gaps and
opportunities.

 Example: A workshop focused on improving customer service could identify the need for
a new CRM system or improved mobile access to customer data.

 Considerations: Clearly define the workshop objectives. Create a safe and inclusive
environment for participation. Document the outcomes and action items.

 Focus Groups: Gather small groups of stakeholders to discuss specific IT-related topics and
gather feedback on their needs and preferences.

 Purpose: Gather feedback on specific IT-related topics from a small group of stakeholders.
Useful for exploring user needs and preferences in more detail.

 Method: Recruit a representative group of users. Facilitate a guided discussion on a

specific topic, such as the usability of a new software application.

 Example: A focus group could be used to gather feedback on the design and functionality
of a new mobile app before its launch.

 Considerations: Carefully select participants to represent the target audience. Use a skilled
moderator to guide the discussion.

 C
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 petitive Analysis: Analyze the IT capabilities of competitors to identify best practices and
areas where the organization can improve its own IT infrastructure.

 Purpose: Understand the IT capabilities of competitors and identify best practices.

 Method: Research publicly available information about competitors' IT investments, such

as their websites, annual reports, and press releases. Attend industry conferences and trade
shows.

 Example: Analyzing a competitor's website could reveal their use of advanced analytics
tools or innovative e-commerce features that could be adopted by the organization.

 Considerations: Focus on relevant competitors. Information may be limited or difficult to

obtain.

 Industry Benchmarking: Compare the organization's IT performance against industry

benchmarks to identify areas where it is lagging or excelling.

 Purpose: Compare the organization's IT performance against industry standards and best
practices.

 Method: Use industry benchmarks and metrics to assess the organization's IT efficiency,
effectiveness, and cost-effectiveness. Participate in industry surveys and benchmarking
studies.

 Example: Benchmarking IT help desk response times against industry averages can reveal
areas for improvement.

 Considerations: Choose appropriate benchmarks that are relevant to the organization's

industry and size. Data collection can be time-consuming.

Categorizing IT Gaps and Opportunities:

Once identified, IT gaps and opportunities should be categorized based on their potential impact and
strategic importance. Some common categories include:

 Infrastructure Gaps: Weaknesses in the underlying IT infrastructure, such as network

bandwidth, server capacity, or data storage.

 Application Gaps: Limitations in existing software applications, such as lack of functionality,

poor usability, or integration issues.

 Security Gaps: Vulnerabilities in IT security, such as inadequate access controls, weak

passwords, or outdated security software.

 Skills Gaps: Lack of necessary IT skills and expertise within the organization.

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  Process Gaps: Inefficiencies in IT processes, such as slow response times to IT support
requests or lengthy software development cycles.

 Opportunities for Innovation: Potential applications of new technologies to improve business

processes or create new products and services.

 Opportunities for Cost Savings: Areas where IT can reduce costs through automation, cloud
computing, or other efficiency measures.

Prioritizing IT Gaps and Opportunities:

Prioritization is crucial due to limited resources. Consider the following factors when prioritizing:

 Strategic Alignment: How well does the gap or opportunity align with the organization's
strategic objectives?

 Potential Impact: What is the potential impact of addressing the gap or pursuing the
opportunity?

 Feasibility: How feasible is it to address the gap or pursue the opportunity, considering
available resources and technical constraints?

 Urgency: How urgent is it to address the gap or pursue the opportunity?

 Cost-Benefit Analysis: What is the estimated cost of addressing the gap or pursuing the
opportunity, and what are the potential benefits?

Example:

A retail company aims to expand its online presence. Through interviews and workshops, they identify
several IT gaps: limited e-commerce platform functionality, insufficient server capacity to handle
increased traffic, and a lack of in-house expertise in digital marketing. They prioritize addressing the
e-commerce platform limitations first, as it directly impacts their ability to achieve their strategic
objective.

By systematically identifying, categorizing, and prioritizing IT gaps and opportunities, organizations

can ensure that their IT investments are aligned with their strategic goals and deliver maximum value.
This process provides a crucial link between business strategy and IT execution.

1.4.Reporting Findings.
Purpose of Communication

Effectively communicating findings to stakeholders is a crucial step in evaluating and

improving IT services.by ensuring the following important points.

 Transparency: Sharing findings creates a clear understanding of IT service gaps, risks, and
opp
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 ortunities.

 Decision-Making: Provides stakeholders with the data and analysis needed to make informed
strategic decisions.

 Collaboration: Encourages input from various stakeholders to ensure alignment with

organizational goals.
 Action Planning: Lays the groundwork for developing and implementing solutions.

Key Tips in Communicating Findings.

I. Identify Relevant Stakeholders

 Who are stakeholders? Individuals or groups impacted by IT services or involved in decision-
making. Examples include:
 Executives and leadership teams.
 Department heads and managers.
 IT teams and technical staff.
 End-users of IT systems.
 External parties such as vendors or consultants.

II. Organize and Prioritize Findings

 Organize Findings: Group information into categories such as strengths, weaknesses,
opportunities, and risks.
 Prioritize Issues: Highlight critical gaps or opportunities that have the most significant impact
on the business.

III. Choose the Appropriate Communication Method

 Written Reports: Detailed documentation outlining findings, analyses, and recommendations.
 Presentations: Visual and verbal presentations for conveying complex ideas effectively.
 Meetings: Interactive discussions to address questions and gather feedback.
 D
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 boards: Real-time updates using metrics and KPIs for ongoing monitoring.

IV. Tailor Communication to the Audience

 For Executives: Focus on strategic alignment, financial impact, and high-level insights.
 For IT Teams: Provide technical details, system performance metrics, and actionable
recommendations.
 For End-Users: Highlight how changes will improve usability, productivity, or experience.

V. Encourage Feedback
 Invite stakeholders to ask questions or share their perspectives.
 Use feedback to refine findings and ensure alignment with organizational priorities.

Example:

A company implements a new CRM system to improve customer service. They define KPIs such as
customer satisfaction scores, support ticket resolution times, and sales conversion rates. They collect
data from the CRM system and customer surveys. They generate monthly reports and dashboards that
track these KPIs and provide insights into the impact of the CRM system. They communicate these
results to senior management and the customer service team, highlighting the positive impact of the
CRM system and identifying areas for further improvement.

By effectively reporting IT impact, organizations can demonstrate the value of technology

investments, drive continuous improvement, and strengthen the alignment between IT and business
objectives. This requires a clear understanding of business goals, careful selection of KPIs, reliable
data collection and analysis, and effective communication with stakeholders.

Conclusion

Communicating findings to relevant stakeholders is not just about sharing data; it's about fostering
understanding, collaboration, and action. By tailoring communication to the audience and focusing on
clarity and relevance, organizations can ensure IT services align with strategic goals and deliver
measurable value.

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Self-Check 1

Part-I: Read each statement and write 'True' if the statement is correct or 'False' if it is not.

1. A strategic plan includes an organization's mission, vision, values, objectives, and strategies.
2. The SWOT analysis framework only assesses external opportunities and threats.
3. A mission statement describes what an organization aspires to achieve in the future.
4. Reviewing current IT systems is essential for ensuring alignment with strategic goals.
5. Opportunities in IT services can lead to increased competitive advantage and improved
stakeholder satisfaction.

Part-II: Select the best answer from the provided options and circle the corresponding letter.

1. What is the purpose of a mission statement?

A) To describe the desired future state of the organization

B) To outline the organization's core principles

C) To provide a concise statement of the organization's purpose

D) To list specific measurable goals

2. Which of the following is NOT a component of a strategic plan?

A) Action Plans

B) Market Analysis

C) Strategies

D)
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 Statement

3. What does a SWOT analysis assess?

A) Internal strengths and weaknesses only

B) External opportunities and threats only

C) Both internal and external factors

D) Only competitive landscape

4. Which technique is used to gather feedback from stakeholders regarding IT services?

A) Document Analysis

B) Competitive Analysis

C) Surveys

D) Focus Groups

5. Which of the following is a potential opportunity in IT services?

A) Outdated software

B) Inefficient workflows

C) Process automation

D) Lack of marketing expertise

6. What is the main goal of communicating findings to stakeholders?

A) To create transparency and encourage collaboration

B) To finalize the IT budget

C) To replace existing IT systems

D) To evaluate employee performance

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Operation sheet 1.1

Operation sheet Title: Aligning IT services with strategic objectives.

Equipment Tools and Materials:

 Computing Devices(laptops or desktop computers)
 Cost Analysis Tools (Excel, Google Sheets)
Procedures:
Step 1: Background and Strategic Goals

1. Business Context:
o Netflix began as a DVD rental service but faced the need to evolve due to changing
consumer behavior and increasing competition.
o The goal was to transition to a global streaming platform while maintaining scalability
and improving customer experience.
2. Strategic Goals:
o Shift to digital streaming to meet growing market demands.
o Optimize IT services for scalability, personalization, and innovation.
o Establish a competitive edge by leveraging technology and analytics.

Step 2: IT Service Evaluation Methods

Netflix used several methods to evaluate its IT services to ensure alignment with its strategic goals:

1. Performance Metrics:
o Measured uptime and reliability of streaming services to assess scalability.
o Monitored latency and buffering rates to evaluate user experience.
2. Customer Feedback Analysis:
o Collected user ratings and reviews to identify gaps in service quality.
3. Comparative Benchmarking:
o Compared its IT infrastructure and services with competitors to identify areas for
improvement.
4. Data Analytics:
o Analyzed streaming patterns, user behavior, and market trends to evaluate IT’s
contribution to business goals.
5. Regular Audits:
o Conducted IT system reviews to ensure compliance with security and performance
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 standards.

Step 3: Identify Gaps and Opportunities in IT Services

Netflix identified the following gaps and opportunities through systematic evaluation:

1. Gaps:
Scalability Issue: Traditional servers couldn’t handle rapid growth in demand for
o
streaming services.
o Personalization: Limited ability to provide tailored recommendations to enhance
customer satisfaction.
o Content Delivery: High latency and buffering during peak times reduced user
experience.
2. Opportunities:
o Cloud Migration: Move infrastructure to a scalable and reliable cloud platform
(AWS).
o Advanced Analytics: Develop machine learning algorithms for personalized
recommendations.
o Custom CDN: Build Netflix Open Connect to optimize content delivery and reduce
latency.

Step 4: IT Implementation

1. Cloud Computing with AWS:

o Migrated all infrastructure to AWS to handle global traffic efficiently.
o Achieved scalability and cost-efficiency by eliminating physical servers.
2. Predictive Analytics:
o Developed proprietary recommendation algorithms powered by machine learning.
o Enhanced user engagement by offering personalized content suggestions.
3. Netflix Open Connect (CDN):
o Built its own content delivery network to cache content closer to users.
o Improved streaming quality and minimized buffering issues.
4. Data-Driven Content Investments:
o Used viewing data to predict trends and guide investments in original content (e.g.,
House of Cards).

Step 5: Report Findings

Netflix communicated its findings and strategies to stakeholders through various channels:

1. Findings Document:
o Highlighted identified gaps (e.g., scalability, personalization) and opportunities (e.g.,
cloud migration, analytics).
o Included detailed performance metrics and outcomes from IT service evaluations.
2. Presentations to Leadership:
o Visualized key performance indicators (KPIs) and explained IT alignment strategies.
o
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 fied investments in cloud computing, analytics, and original content based on
forecasted ROI.
3. Continuous Updates:
o Regularly updated stakeholders on the progress of IT implementations and their impact
on strategic goals.
Lap Test 1.1

Instructions: Given necessary templates, tools and materials you are required to perform the
following tasks accordingly.
Task 1: Using the Netflix example, create a strategic IT alignment plan for a hypothetical company
transitioning to digital services.

Task 2: Imagine your organization is expanding into global markets. What IT strategies would you
prioritize, and why?

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Unit Two: Evaluating the Impact of Changes

This unit is developed to provide you the necessary information regarding the following content
coverage and topics:

 Overview of Current IT system functionalities

 Comparing IT Systems.

 Determining Implications of Change.

 Documenting and Communicating change implications

This unit will also assist you to attain the learning outcomes stated in the cover page.
Specifically, upon completion of this learning guide, you will be able to:
 Identify current IT systems functionalities.
 Compare current and proposed IT systems.
 Determine the implications of IT changes.
 Document and communicate findings.

2.1 Overview of Current IT Systems functionalities.

Reviewing current IT systems is a critical step in developing a strategic IT roadmap. This process

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vides a clear understanding of the existing technological landscape, identifies strengths and
weaknesses, and informs decisions about future investments
IT system functionalities refer to the capabilities and roles that technology solutions perform within an
organization. These systems are designed to streamline processes, enhance decision-making, support
strategic objectives, and ensure operational efficiency. Understanding the core functionalities of IT
systems is crucial for aligning them with business goals and optimizing their use.

Key Functionalities of IT Systems

1. Data Management
 IT systems store, organize, and process data efficiently.
 Examples include databases, data warehouses, and cloud storage solutions.
 Functions:
o Centralized data storage for easy access.
o Data analysis to generate actionable insights.
o Real-time updates to maintain accuracy.
2. Communication and Collaboration
 Facilitate seamless communication across teams and departments.
 Examples include email systems, collaboration tools (e.g., Microsoft Teams, Slack), and video
conferencing platforms.
 Functions:
o Instant messaging for real-time communication.
o File sharing for collaborative work.
o Scheduling tools to manage meetings and deadlines.
3. Process Automation
 Automates repetitive and manual tasks to increase efficiency.
 Examples include robotic process automation (RPA) tools and workflow management systems.
 Functions:
o Reducing human error through consistent execution.
o Streamlining business processes (e.g., payroll, inventory management).
o Saving time and resources by automating administrative tasks.
4. Security and Risk Management

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  Protects enterprise data and systems against cyber threats.
 Examples include firewalls, antivirus software, and encryption tools.
 Functions:
o Detecting and mitigating vulnerabilities.
o Ensuring compliance with regulations like GDPR or CCPA.
o Safeguarding sensitive data from unauthorized access.
5. Decision Support
 IT systems provide tools and insights to aid in informed decision-making.
 Examples include business intelligence (BI) platforms and analytics software.
 Functions:
o Generating reports and dashboards for performance tracking.
o Conducting predictive analysis to forecast future trends.
o Visualizing data for easier interpretation.
6. Customer Relationship Management (CRM)
 Helps organizations manage interactions with customers and clients.
 Examples include Salesforce, HubSpot, and Zoho CRM.
 Functions:
o Tracking customer history and preferences.
o Managing sales pipelines and leads.
o Enhancing customer service through data-driven insights.
7. IT Infrastructure Management
 Ensures that the hardware, software, and network components operate effectively.
 Examples include IT service management (ITSM) platforms like ServiceNow.
 Functions:
o Monitoring system performance and resolving issues.
o Managing updates and patches for software systems.
o Maintaining uptime and availability of critical systems.
8. Integration and Interoperability
 Ensures seamless interaction between various IT systems.
 Examples include APIs, middleware, and enterprise service buses (ESBs).
 Functions:

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 o Enabling data exchange across platforms.
o Avoiding redundancy by linking disparate systems.
o Supporting scalable and modular IT architectures.
Importance of IT System Functionalities

 Efficiency: Streamlines operations by automating routine tasks and improving workflow.

 Scalability: Supports business growth by accommodating increased data and process demands.
 Agility: Enhances the organization’s ability to adapt to market and technological changes.
 Competitiveness: Provides advanced tools and insights for maintaining a competitive edge.
Conclusion

Understanding the overview of IT system functionalities enables organizations to align technology

with their strategic goals. By leveraging these capabilities effectively, enterprises can enhance
productivity, foster innovation, and achieve sustainable growth.

2.2 Compare current and proposed IT systems.

Pros and cons analysis is a systematic approach to evaluating the benefits (pros) and drawbacks (cons)
of a decision, system, or strategy. When comparing current and proposed IT systems, this technique
helps stakeholders make informed decisions by identifying the trade-offs associated with each option.

1. Comparative Tables

 Description: This technique uses a tabular format to list the pros and cons side by side for both
the current and proposed IT systems.
 Application:
o Compare features, costs, and functionalities.
o Example:

Feature Current System Proposed System

Scalability Limited Highly scalable
Cost Lower upfront cost Higher upfront cost
Maintenance Requires frequent manual updates Automated updates

 Pros:
o Provides a clear and structured comparison.
o Easy for stakeholders to interpret.
 Cons:
o May oversimplify complex systems and ignore nuances.

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2. Weighted Scoring Model

 Description: Assigns weights to each factor based on its importance and scores each system
accordingly.
 Application:
o Assign weights (e.g., 1-10) to factors like cost, security, scalability, and usability.
o Calculate total scores to determine which system aligns better with organizational
goals.
o Example:

Factor Weight Current System Score Proposed System Score

Scalability 8 5 9
Security 7 6 8
Cost 6 9 5

 Pros:
o Balances subjective preferences with quantitative analysis.
o Helps prioritize key organizational requirements.
 Cons:
o Requires accurate and unbiased scoring.
o Can be time-consuming to set up and validate.

3. SWOT Analysis (Strengths, Weaknesses, Opportunities, Threats)

 Description: Evaluates the strengths, weaknesses, opportunities, and threats of both systems in
a structured format.
 Application:
o Current System:
 Strengths: Familiarity, lower cost.
 Weaknesses: Limited scalability.
 Opportunities: Could be optimized further.
 Threats: Risk of obsolescence.
o Proposed System:
 Strengths: Modern features, high scalability.
 Weaknesses: Higher initial cost.
 Opportunities: Aligns with strategic goals.
 Threats: Implementation risks.
 Pros:
o
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 ifies internal and external factors affecting decision-making.
o Encourages strategic thinking.
 Cons:
o Qualitative in nature; lacks precise numerical data.
o May miss less obvious considerations.
4. Cost-Benefit Analysis (CBA)
 Description: Compares the total costs and benefits of current and proposed systems to
determine value.
 Application:
o Calculate total costs (e.g., purchase, maintenance, training).
o Estimate tangible and intangible benefits (e.g., increased efficiency, reduced
downtime).
o Determine ROI or payback period.
 Pros:
o Quantifies financial implications for decision-making.
o Demonstrates return on investment.
 Cons:
o May overlook qualitative benefits (e.g., employee satisfaction).
o Requires accurate cost estimations.
5. Risk Assessment
 Description: Identifies and evaluates the risks associated with each option to determine their
impact on decision-making.
 Application:
o Current System Risks: Increased downtime, security vulnerabilities.
o Proposed System Risks: Implementation delays, higher costs.
 Pros:
o Ensures risk-awareness in decision-making.
o Highlights the long-term implications of each choice.
 Cons:
o Focuses primarily on negatives; may undervalue opportunities.
o Can be overly complex without clear frameworks.
2.2.
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Importance in IT Systems Comparison

1. Strategic Alignment:
o Ensures that IT decisions are aligned with enterprise goals, such as scalability,
innovation, and cost-effectiveness.
2. Decision Clarity:
o Provides a structured and transparent evaluation process, helping stakeholders
understand trade-offs.
3. Resource Allocation:
o Helps allocate budget and resources to systems that offer the most value to the
organization.

Evaluation of IT Governance and Processes:

 IT Policies and Procedures: Review existing IT policies and procedures to ensure they are
up-to-date and effective.

 IT Governance Structure: Assess the IT governance structure and decision-making

processes.

 IT Risk Management: Evaluate the organization's IT risk management framework and

identify potential vulnerabilities.

 Compliance: Ensure compliance with relevant regulations and industry standards.

Conclusion

By using these pros and cons analysis techniques, enterprises can comprehensively evaluate current
and proposed IT systems. This structured approach ensures that decisions are data-driven, align with
organizational goals, and minimize risks associated with IT transitions.

2.3 Determining Implications of Change

Impact on Business Processes: How Will the Changes Affect Workflows and Operations?

Implementing new IT systems often necessitates changes to existing business processes.

Understanding these impacts is crucial for a smooth transition and successful adoption.

 Process Mapping: Before implementing a new system, map out the current "as-is" business
processes. This provides a baseline for understanding how the new system will impact
workflows. Example: Map the steps involved in processing customer orders, from order entry
to shipping.

 Identify Changes: Analyze how the new system will change the existing processes. This could
involve automating manual tasks, changing approval workflows, or integrating with other
systems. Example: Implementing an ERP system might automate inventory management,
eli
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 ating the need for manual stocktaking.

 Process Redesign: Redesign business processes to optimize the use of the new system. This
might involve streamlining workflows, eliminating redundant steps, or introducing new roles
and responsibilities. Example: A new CRM system might enable sales teams to manage leads
and track customer interactions more efficiently, requiring changes to sales processes.

 Training and Documentation: Develop training materials and documentation to support the
new processes. This helps users understand how to use the new system and adapt to the
changes. Example: Create training manuals and online tutorials for the new ERP system.

 Example: Implementing a new automated warehouse management system. This might change
how goods are received, stored, and shipped, impacting warehouse staff, inventory
management processes, and integration with the ordering system.

Impact on Users: How Will the Changes Affect User Experience and Productivity?

Consider the impact on the end-users who will interact with the new systems daily. A positive user
experience is crucial for successful adoption.

 Usability Testing: Conduct usability testing with representative users to evaluate the user-
friendliness of the new system. Identify any usability issues and make necessary
improvements. Example: Test the new CRM system with sales representatives to identify any
difficulties in navigating the interface or entering customer data.

 Training and Support: Provide comprehensive training and ongoing support to users. This
helps users become proficient with the new system and minimizes disruption to productivity.
Example: Offer online tutorials, classroom training, and help desk support for the new project
management software.

 Communication and Feedback: Communicate regularly with users throughout the

implementation process. Solicit feedback and address any concerns. This fosters buy-in and
reduces resistance to change. Example: Hold regular meetings with users to discuss the
progress of the ERP implementation and address any questions or concerns.

 Performance Impact: Assess how the new system will impact user productivity. Will it
streamline tasks, automate repetitive processes, or introduce new complexities? Example: A
new document management system might improve productivity by enabling users to quickly
search and retrieve documents, but it might initially slow down workflows as users learn the
new system.

 Example: Switching to a new email client. Users will need to learn a new interface, potentially
impacting their email management efficiency initially. Training and support are crucial to
minimize disruption and ensure a smooth transition.

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Change Management: Planning for and Managing the Transition to New Systems

Effective change management is essential for minimizing disruption and ensuring a smooth transition
to new IT systems.

 Change Management Plan: Develop a comprehensive change management plan that outlines
the steps involved in transitioning to the new system. This plan should address communication,
training, user support, and risk mitigation.

 Stakeholder Engagement: Engage with key stakeholders throughout the process. This
includes business leaders, IT staff, and end-users. Ensure that everyone understands the reasons
for the change and their role in the transition.

 Communication Strategy: Develop a clear communication strategy to keep stakeholders

informed about the progress of the implementation. This can involve regular updates,
newsletters, and town hall meetings.

 Training Plan: Create a detailed training plan that covers all aspects of the new system. This
should include both technical training for IT staff and user training for end-users.

 Resistance Management: Anticipate and address potential resistance to change. This might
involve addressing user concerns, providing additional support, or offering incentives for
adoption.

 Post-Implementation Review: Conduct a post-implementation review to evaluate the success

of the change management process. Identify any lessons learned and make improvements for
future implementations.

 Example: Implementing a new company-wide intranet. A change management plan would

address user training, communication about the new platform's features, and migration of
existing content. Addressing potential resistance from employees accustomed to the old
intranet is crucial.

By carefully considering the impact on business processes, users, and implementing a robust change
management plan, organizations can significantly increase the likelihood of successful IT system
implementations and maximize the return on their technology investments.

2.4 Documenting and Communicating Findings.

Effectively documenting and communicating the findings of an IT system review is crucial for
influencing decision-making and driving successful implementation. This involves clear report
writing, engaging presentations, and targeted stakeholder communication.

Report Writing:

 Clear and Concise Language: Use clear, concise language, avoiding technical jargon that
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 -technical stakeholders might not understand. Focus on conveying key findings and
recommendations in a straightforward manner.

 Structured Format: Organize the report logically with clear headings, subheadings, and
numbered lists. Use visuals like tables and charts to present data effectively. A typical structure
might include:

o Executive Summary: A brief overview of the key findings and recommendations.

o Introduction: Background information and the purpose of the review.

o Current System Analysis: Detailed assessment of the existing IT systems.

o Options Analysis: Evaluation of different IT solutions.

o Recommendations: Proposed course of action.

o Conclusion: Summary of the report and next steps.

 Supporting Evidence: Back up all findings and recommendations with supporting evidence,
such as data from performance analysis, user feedback, and cost-benefit analysis.

 Target Audience: Tailor the report's content and language to the specific target audience. A
report for IT staff might be more technical than a report for senior management.

 Example: A report detailing the findings of a CRM system review, including performance
metrics, user satisfaction scores, and cost comparisons of different CRM solutions.

Presentation Skills:

 Clear and Engaging Delivery: Present the findings in a clear, engaging manner, using a
confident and professional tone. Maintain eye contact with the audience and use appropriate
body language.

 Visual Aids: Use visual aids, such as slides, charts, and diagrams, to enhance the presentation
and make the information more accessible. Keep slides concise and visually appealing,
avoiding clutter.

 Storytelling: Use storytelling to connect with the audience and make the information more
memorable. Illustrate key points with real-world examples and case studies.

 Audience Interaction: Encourage audience interaction by asking questions and facilitating

discussion. This helps ensure that the audience understands the information and can provide
valuable feedback.

 Practice and Preparation: Practice the presentation thoroughly to ensure a smooth and
con
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 nt delivery. Anticipate potential questions and prepare answers in advance.

 Example: A presentation to senior management summarizing the findings of an IT security

audit, highlighting vulnerabilities and recommending security improvements.

Stakeholder Communication:

 Identify Stakeholders: Identify all key stakeholders who will be affected by the changes. This
might include business leaders, IT staff, end-users, and vendors.

 Tailored Communication: Tailor communication to each stakeholder group, considering their

specific needs and interests. Senior management might be interested in the financial
implications of the changes, while end-users might be more concerned about the impact on
their daily work.

 Multiple Channels: Use multiple communication channels to reach stakeholders, such as

email, meetings, presentations, and online forums.

 Regular Updates: Provide regular updates throughout the process to keep stakeholders
informed of progress and address any concerns.

 Feedback Mechanisms: Establish feedback mechanisms to gather input from stakeholders and
incorporate their feedback into the decision-making process. This fosters buy-in and reduces
resistance to change.

 Example: Regular email updates to project teams about the progress of a new software
implementation, combined with town hall meetings to address questions and gather feedback.

By combining well-written reports, engaging presentations, and targeted stakeholder communication,

organizations can effectively communicate the findings of IT system reviews, influence decision-
making, and ensure successful implementation of new technologies. This transparent and collaborative
approach fosters buy-in, minimizes disruption, and maximizes the value of IT investments.

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Self-Check 1

Part-I: Read each statement and write 'True' if the statement is correct or 'False' if it is not.

1. IT system functionalities help streamline processes and enhance decision-making within an

organization.
2. Customer Relationship Management (CRM) systems are primarily used for data storage.
3. Process automation in IT systems can reduce human error and save time.
4. Security and risk management functionalities are designed to protect against physical threats
only.
5. Effective documentation and communication of IT system findings can influence decision-
making.

Part-II: Select the best answer from the provided options and circle the corresponding letter.

1. What is one of the key functionalities of IT systems?

A) Manual data entry

B) Process automation

C) Increased paperwork

D) Redundant communication

2. Which of the following is an example of a tool used for decision support in IT systems?

A) Email services

B) Business intelligence platforms

C) Antivirus software

D) Cloud storage solutions

3. What does the term 'integration and interoperability' in IT systems refer to?

A) The ability to operate independently

B) Seamless interaction between various IT systems

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C) Redundant data storage

D) Manual data processing

4. Which technique uses a tabular format to compare the pros and cons of current and proposed IT
systems?

A) SWOT analysis

B) Cost-Benefit Analysis

C) Comparative Tables

D) Risk Assessment

5. What is a primary goal of a change management plan for new IT systems?

A) To increase resistance to change

B) To outline steps for a smooth transition

C) To avoid stakeholder engagement

D) To eliminate training for users

6. Which of the following factors is NOT typically evaluated in a risk assessment of IT systems?

A) Security vulnerabilities

B) Increased downtime

C) User satisfaction

D) Implementation delays

7. What is the purpose of conducting usability testing for new IT systems?

A) To ensure compliance with regulations

B) To evaluate user-friendliness and identify issues

C) To reduce the number of users

D) To increase the complexity of the system

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Operation sheet 2.1: Evaluating the Impact of Changes.

Equipment’s and tools

 Hardware (Workstations or Laptops, Server Access, Networking Devices)

 Software (Data Analytics Tools, Simulation Tools, Performance Monitoring Software)
 Documentation Tools (Microsoft Office, Google Workspace)
 Testing and Pilot Tools (Survey tools like Google Forms, Typeform)

Procedure:

Step 1: Overview of IT System Functionalities

1. System Analysis:
o Identify core functionalities of Netflix’s IT systems:
 Streaming Platform: Ensures high-quality video delivery.
 Content Delivery Network (CDN): Optimizes latency and delivery speed.
 Recommendation Engine: Enhances user experience through AI-driven
personalization.
 Cloud Infrastructure: Provides scalability and reliability via AWS.
2. Mapping Functionalities to Goals:
o Align each functionality to strategic objectives:
 Streaming Platform: Supports market expansion and engagement.
 Recommendation Engine: Drives retention and increases user satisfaction.

Contribution to Strategic Business

IT Functionality Purpose
Goals
Enhances user experience and
Provides high-quality video
Streaming Platform engagement, increasing customer
playback with minimal buffering.
retention.
Suggests personalized content based
Content Improves customer satisfaction and
on user preferences and viewing
Recommendation encourages longer viewing sessions.
history.
Supports data-driven decisions for
Collects and analyzes user behavior
Data Analytics content acquisition and original
and content trends.
programming.
Reduces latency and buffering,
Content Delivery Ensures fast and reliable delivery of
improving streaming performance
Network (CDN) streaming content to users globally.
during peak hours.
Hosts scalable and secure IT systems Enables rapid expansion into new
Cloud Infrastructure
for global operations. markets and reduces operational costs.

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Contribution to Strategic Business

IT Functionality Purpose
Goals
Protects user data, builds trust, and
Manages secure login and account
User Authentication ensures compliance with privacy
access for subscribers.
regulations.
Handles secure transactions for Facilitates seamless revenue collection,
Payment Processing
subscriptions and renewals. reducing payment-related friction.
Step 2: Pros and Cons Analysis Techniques

1. Technique 1: SWOT Analysis

o Strengths: List benefits of existing systems (e.g., reliability, scalability).
o Weaknesses: Highlight limitations (e.g., latency, lack of personalization).
o Opportunities: Explore potential enhancements (e.g., migration to a custom CDN).
o Threats: Consider risks like competition or security breaches.
2. Technique 2: Comparative Matrix
o Compare the current system to a proposed system based on factors like:
 Cost: Operating expenses vs. projected ROI.
 Performance: Latency, uptime, and scalability.
 User Experience: Ease of use, personalization, and engagement.
Metric Cloud-Based System (e.g., AWS) On-Premise Servers
- Pay-as-you-go model reduces upfront - High upfront costs for purchasing and
Cost
capital expenses. maintaining hardware.
- Scales expenses based on usage, reducing - Fixed costs regardless of actual resource
waste. utilization.
- Lower maintenance costs due to vendor- - Ongoing costs for power, cooling, and
managed updates. staffing.
- High reliability and availability with global - Performance dependent on in-house
Performance
data centers. infrastructure quality.
- Optimized for content delivery with CDN - May face limitations during peak usage
integration. without overprovisioning.
- Access to cutting-edge technologies like - Requires additional investments for new
AI/ML services. technology.
- Easily scales resources up or down based on
- Limited scalability; requires purchasing
Scalability demand (e.g., Netflix scaling during peak
additional hardware for growth.
hours).
- Expanding to new regions demands
- Supports global expansion effortlessly.
significant time and costs.

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Metric Cloud-Based System (e.g., AWS) On-Premise Servers

- In-house responsibility for
- Advanced, vendor-provided security tools
Security implementing and maintaining security
and regular updates.
measures.
- Compliance with global data protection - Compliance requires dedicated
regulations (e.g., GDPR). resources and expertise.
- Full control over infrastructure and
- Risk of vendor lock-in.
configurations.

Quality Criteria:

 SWOT analysis and comparative matrix.

 A presentation summarizing findings and strategies.

Lap Tests
Instructions: Given necessary templates, tools and materials you are required to
perform the following tasks accordingly.
Task 1: Identify core IT functionalities for a hypothetical enterprise.
Task 2: Connect each functionality to the strategic business goals it supports, illustrating a clear link
between technology and enterprise objectives

 .

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Unit 3: Developing Action Plans

This unit provide you the necessary information regarding the following content coverage and
topics:

 Developing Action Plans.

 Considering Operational Factors.
 Documenting Action Plans.
 Communicating Action Plans.
This guide will also assist you to attain the learning outcomes stated in the cover page.
Specifically, upon completion of this learning guide, you will be able to:
 Develop a realistic and achievable action plan.
 Consider all relevant operational factors.
 Create a detailed and well-documented plan.
 Communicate the action plan to stakeholders.

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3.1 Developing Action Plans.

Developing effective action plans is crucial for translating the findings of an IT system review into
tangible improvements. This involves selecting appropriate project management methodologies,
defining clear scope and objectives, and establishing realistic timelines and milestones.
Project Management Methodologies:

Choosing the right project management methodology is crucial for successful implementation. Here
are two common approaches:

 Waterfall: A linear, sequential approach where each phase of the project must be completed
before the next phase begins. Best suited for projects with well-defined requirements and
minimal changes anticipated during the project lifecycle.

o Phases: Requirements gathering, design, implementation, testing, deployment,

maintenance.

o Example: Implementing a new accounting software system where requirements are

well-defined and unlikely to change significantly during the project.

 Agile: An iterative and incremental approach that emphasizes flexibility and collaboration.
Best suited for projects with evolving requirements and a need for rapid adaptation to change.

o Sprints: Short, time-boxed iterations where specific features or functionalities are

developed and tested.

o Example: Developing a new mobile application where user feedback is gathered and
incorporated throughout the development process.

Defining Scope and Objectives:

Clearly defining the scope and objectives of the action plan is essential for ensuring that the project
stays on track and achieves its intended goals.

 Specific and Measurable Objectives: Define specific, measurable, achievable, relevant, and
time-bound (SMART) objectives. This provides a clear target for the project and allows for
progress to be tracked effectively.

o Example: "Migrate all users to the new email platform within three months with a 99%
success rate."

 Scope Definition: Clearly define the boundaries of the project, including what is included and
what is excluded. This helps prevent scope creep and ensures that the project stays focused on
its
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core objectives.

o Example: The scope of a network upgrade project might include upgrading all network
switches and routers but exclude upgrading user workstations.

 Deliverables: Identify the key deliverables that will be produced during the project. This
provides a tangible measure of progress and ensures that the project meets its objectives.

o Example: Deliverables for a website redesign project might include a new website
design, updated content, and improved site performance.

Creating Timelines and Milestones:

Realistic timelines and milestones are essential for managing project progress and ensuring timely
completion.

 Work Breakdown Structure (WBS): Break down the project into smaller, manageable tasks.
This helps estimate the time and resources required for each task and creates a more accurate
timeline.

 Gantt Chart: Use a Gantt chart to visualize the project timeline, dependencies between tasks,
and key milestones. This provides a clear overview of the project schedule and helps track
progress.

 Milestone Definition: Define key milestones that mark significant progress points in the
project. This helps monitor progress and identify potential delays.

o Example: Milestones for a data center migration project might include completing the
server migration, testing the new network connectivity, and switching over to the new
data center.

 Contingency Planning: Build in contingency time to account for unexpected delays or

challenges. This helps ensure that the project stays on schedule even if unforeseen issues arise.

 Regular Monitoring and Reporting: Regularly monitor progress against the timeline and
milestones. Report on progress to stakeholders and take corrective action if necessary.

By selecting the right project management methodology, defining clear scope and objectives, and
creating realistic timelines and milestones, organizations can develop effective action plans that
translate the findings of IT system reviews into tangible improvements. This structured approach
ensures that projects stay on track, achieve their intended goals, and deliver value to the business.

3.2 Considering Operational Factors.

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Developing a robust action plan requires careful consideration of operational factors that can
significantly impact project success. These factors include budgeting, resource allocation, risk
management, and legal and regulatory compliance.

Budgeting:

 Cost Estimation: Develop a detailed cost estimate for the project, including all anticipated
expenses. This should cover hardware and software costs, labor costs, consulting fees, training
expenses, and any other relevant costs.

 Funding Sources: Identify funding sources for the project and secure necessary approvals.
This might involve internal budget allocations or seeking external funding.

 Cost Control: Implement cost control measures throughout the project lifecycle to ensure that
expenses stay within budget. This can involve tracking actual costs against the budget,
identifying cost overruns, and taking corrective action.

 Example: Creating a budget for a software development project, including developer salaries,
software licenses, testing tools, and project management overhead.

Resource Allocation:

 Identify Required Resources: Identify the resources required for the project, including
personnel, hardware, software, and other tools. Consider both internal and external resources.

 Resource Availability: Assess the availability of the required resources and ensure that they
can be allocated to the project without negatively impacting other business operations.

 Resource Scheduling: Develop a resource schedule that outlines when and how resources will
be utilized throughout the project lifecycle. This helps ensure that resources are available when
needed and are used efficiently.

 Example: Allocating project team members with specific skills and expertise, reserving server
capacity for a new application, and procuring necessary software licenses.

Risk Management:

 Risk Identification: Identify potential risks that could impact the project, such as technical
challenges, resource constraints, schedule delays, and stakeholder resistance.

 Risk Assessment: Assess the likelihood and potential impact of each identified risk. This helps
prioritize risks and focus mitigation efforts on the most critical risks.

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 Risk Mitigation Strategies: Develop mitigation strategies to address the identified risks. This
can involve implementing contingency plans, securing backup resources, or adjusting the
project schedule.

 Risk Monitoring and Control: Continuously monitor risks throughout the project lifecycle
and adjust mitigation strategies as needed. Regularly report on risk status to stakeholders.

 Example: Identifying the risk of data loss during a system migration and implementing a
robust data backup and recovery plan as a mitigation strategy.

Legal and Regulatory Compliance:

 Identify Applicable Regulations: Identify any legal or regulatory requirements that apply to
the project, such as data privacy regulations, industry standards, or licensing requirements.

 Compliance Planning: Develop a compliance plan to ensure that the project meets all
applicable regulations. This might involve implementing security controls, obtaining necessary
permits, or conducting audits.

 Compliance Monitoring: Monitor compliance throughout the project lifecycle and take
corrective action if necessary. Document compliance activities and maintain records to
demonstrate adherence to regulations.

 Example: Ensuring that a new healthcare application complies with HIPAA regulations by
implementing appropriate security measures and data encryption.

By carefully considering these operational factors, organizations can develop comprehensive and
realistic action plans that are more likely to achieve their intended goals. This proactive approach
minimizes potential risks, ensures efficient resource utilization, and fosters successful project
outcomes.

3.3 Documenting Action Plans.

Documenting action plans thoroughly is crucial for ensuring clarity, accountability, and successful
implementation. This involves creating detailed implementation plans, defining standards and targets,
and documenting resource requirements.

Creating Detailed Implementation Plans:

A well-structured implementation plan serves as a roadmap for the project, outlining the steps,
timelines, and responsibilities involved.

 Scope and Objectives: Clearly reiterate the project's scope and objectives. This ensures
everyone involved understands the goals and boundaries of the project.

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 Tasks and Activities: Break down the project into specific tasks and activities. Clearly define
each task, including its purpose, deliverables, and dependencies.

 Timeline and Schedule: Develop a detailed timeline for the project, including start and end
dates for each task and key milestones. Use Gantt charts or other visual tools to illustrate the
schedule.

 Responsibilities: Assign clear responsibilities for each task and activity. Identify who is
responsible for completing the task and who will be accountable for its success.

 Communication Plan: Outline the communication plan for the project, including how
progress will be communicated to stakeholders, how issues will be escalated, and how
feedback will be gathered.

 Example: An implementation plan for deploying a new software application, outlining the
steps for installation, configuration, testing, training, and go-live.

Defining Standards and Targets:

Establishing clear standards and targets ensures that the project meets quality expectations and
achieves its intended outcomes.

 Performance Targets: Define specific performance targets for the project, such as system
uptime, response times, or error rates. These targets should be measurable and aligned with
business objectives.

 Quality Standards: Establish quality standards for the project, such as coding standards,
testing procedures, and documentation requirements. These standards ensure that the project
deliverables meet a defined level of quality.

 Acceptance Criteria: Define clear acceptance criteria for the project deliverables. This
ensures that the project meets stakeholder expectations and that the deliverables are fit for
purpose.

 Example: Setting a target of 99.9% uptime for a new web server and defining coding
standards for software development to ensure code quality and maintainability.

Documenting Resource Requirements:

Accurately documenting resource requirements is essential for effective project planning and
execution.

 Personnel: Identify the personnel required for the project, including their roles,
responsibilities, and required skill sets. Estimate the time commitment required from each team

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member.

 Hardware and Software: List the hardware and software resources required for the project,
including servers, network equipment, software licenses, and development tools.

 Budget: Document the budget allocated for the project, including detailed cost estimates for
each resource.

 Other Resources: Identify any other resources required for the project, such as office space,
training materials, or consulting services.

 Procurement Plan: Develop a procurement plan for acquiring the necessary resources,
including timelines, vendors, and contract negotiations.

 Example: Documenting the need for three software developers, two testers, and a project
manager for a software development project, along with the required software licenses,
development tools, and testing environments.

By creating detailed implementation plans, defining standards and targets, and documenting resource
requirements, organizations can ensure that action plans are clear, comprehensive, and actionable. This
structured approach promotes accountability, facilitates effective project management, and increases
the likelihood of successful project outcomes.

3.4 Communicating Action Plans.

Effectively communicating action plans is crucial for securing stakeholder buy-in, obtaining necessary
approvals, and ensuring successful implementation. This involves presenting action plans clearly,
obtaining feedback, and employing effective communication strategies.

Presenting Action Plans to Stakeholders:

 Tailored Presentations: Tailor presentations to the specific audience. Senior management

might be more interested in the high-level overview and financial implications, while technical
teams will focus on the technical details and implementation steps.

 Clear and Concise Delivery: Present the action plan in a clear, concise, and engaging manner.
Use visual aids, such as slides and charts, to illustrate key points and make the information
more accessible.

 Focus on Benefits: Highlight the benefits of the action plan, emphasizing how it will address
business needs, improve efficiency, or reduce costs.

 Address Potential Concerns: Anticipate potential concerns and address them proactively. Be
prepared to answer questions and provide clarification.

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 Example: Presenting a proposed network upgrade plan to the IT steering committee,

highlighting the improved performance, enhanced security, and cost savings that the upgrade
will deliver.

Obtaining Feedback and Approval:

 Feedback Mechanisms: Establish clear feedback mechanisms, such as surveys, feedback

forms, or online forums. Encourage stakeholders to provide feedback on the action plan.

 Incorporate Feedback: Carefully consider and incorporate stakeholder feedback into the
action plan. This demonstrates that their input is valued and increases buy-in.

 Formal Approval Process: Define a formal approval process for the action plan. This might
involve obtaining sign-off from key stakeholders or presenting the plan to a steering committee
for review and approval.

 Example: Distributing a survey to end-users to gather feedback on a proposed software

implementation plan and incorporating their suggestions into the final plan.

Communication Strategies:

 Target Audience: Identify the target audience for each communication and tailor the message
accordingly.

 Communication Channels: Utilize a variety of communication channels to reach

stakeholders, such as email, meetings, presentations, newsletters, and intranet postings.

 Regular Updates: Provide regular updates on the progress of the action plan. This keeps
stakeholders informed and engaged.

 Transparency and Openness: Maintain transparency and openness throughout the

communication process. Be honest about challenges and setbacks, and proactively address any
concerns.

 Two-Way Communication: Encourage two-way communication and create opportunities for

dialogue. This fosters a sense of collaboration and ownership.

 Example: Using email to communicate project updates to the project team, holding regular
meetings with stakeholders to discuss progress and address concerns, and posting key
milestones and achievements on the company intranet.

By effectively communicating action plans, organizations can secure stakeholder buy-in, obtain
necessary approvals, and create a shared understanding of the project goals and implementation
strategy. This collaborative approach fosters support for the project and increases the likelihood of
succ
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essful outcomes.

Self-Check 3.

1. What is the first step in developing an action plan?

A) Estimating project costs

B) Defining scope and objectives
C) Assigning team members
D) Documenting lessons learned

2. Which of the following is a benefit of using a Work Breakdown Structure (WBS) in action
planning?

A) Reduces the need for stakeholder feedback

B) Clearly identifies project risks
C) Breaks down the project into manageable tasks
D) Automatically generates project milestones

3. In the context of project management, what is a milestone?

A) A small task that requires minimal effort

B) A point in the project where a major deliverable is completed
C) A chart that tracks task dependencies
D) A method to assess project risks

4. What does the acronym SMART stand for in action planning?

A) Specific, Measurable, Achievable, Relevant, Time-bound

B) Simple, Manageable, Accountable, Reliable, Transparent
C) Structured, Maintainable, Attainable, Reasonable, Timely
D) Scalable, Meaningful, Adaptable, Robust, Testable

5. Why is it important to consider operational factors when creating an action plan?

A) To identify all team members involved in the project

B) To ensure the plan is realistic and feasible within constraints
C) To minimize communication among stakeholders
D) To finalize the project scope

6. What is the primary purpose of assigning deliverables in an action plan?

A) To track financial resources

B)
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To ensure stakeholders receive updates

C) To provide measurable outputs for project success
D) To increase the project timeline

Operation Sheet 3.1: Developing Action Plan.

Purpose: This activity guides learners through creating a phased action plan for migrating IT services
to the cloud, inspired by Netflix’s approach. It integrates operational factors, risk management, and
stakeholder communication.

Equipment’s and tools.

IT Infrastructure Assessment Tools:( Inventory Software, Cloud Readiness Assessment Tools)

Cloud Service Platforms:( Cloud Provider Accounts, Test Environment:)

Project Management Tools:( Microsoft Project, Jira, or Trello, Microsoft Teams)

Tools for Presentation: Use PowerPoint or Google Slides to visualize the plan. : Include charts or graphs to
illustrate KPIs and progress milestones.
Step 1: Develop a Phased Action Plan

1. Phase 1: Assessment and Planning (Weeks 1-4)

o Tasks:
 Conduct an inventory of current IT infrastructure.
 Identify key applications and services for migration.
 Analyze cloud providers to select the best option.
 Define KPIs (e.g., uptime, cost savings, performance improvements).
o Resources:
 Internal IT team, budget for consultation with cloud vendors.
o Milestone: Finalize cloud provider and migration roadmap.
2. Phase 2: Pilot Testing (Weeks 5-8)
o Tasks:
 Migrate non-critical applications to the cloud for testing.
 Monitor performance, security, and compatibility.
 Collect feedback from users.
o Resources:
 Test environment, monitoring tools.
o Milestone: Validate cloud performance and identify potential risks.
3. Phase 3: Incremental Migration (Weeks 9-20)
o Tasks:
 Gradually migrate critical services to the cloud in batches.
 Ensure backup systems are in place during migration.
 Conduct post-migration testing for each service.
o Resources:
 Cloud infrastructure, data transfer tools.
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o Milestone: Complete migration of all critical services.

4. Phase 4: Optimization and Monitoring (Weeks 21-24)
o Tasks:
 Optimize cloud configurations for cost and performance.
 Train staff on managing cloud-based systems.
 Implement monitoring systems for real-time insights.
o Resources:
 Cloud management tools, training programs.
o Milestone: Achieve operational efficiency on the cloud platform.

Step 2: Incorporate Operational Factors

Operational Considerations:

 Staff Training: Conduct workshops on cloud system management for IT staff.

 Risk Mitigation:
o Develop a rollback plan for services in case of migration failure.
o Use redundant systems to ensure continuity during migration.
 Regulatory Compliance: Verify adherence to data privacy laws (e.g., GDPR).

Step 3: Document the Plan

Section Details

Migrate IT infrastructure to a cloud-based platform to enhance scalability and

Objective
reliability.

1. Assessment and Planning, 2. Pilot Testing, 3. Incremental Migration, 4.

Phases
Optimization and Monitoring

Tasks List specific tasks for each phase as outlined above.

Timeline Provide deadlines for each phase (e.g., Weeks 1-4 for Phase 1).

Resources Needed Specify tools, budgets, and personnel required.

KPIs Define metrics like uptime, cost reduction, and system performance.

Risks and
Outline potential risks and corresponding strategies to address them.
Mitigation

Step 4: Prepare a Presentation for Stakeholders

Presentation Components:

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1. Overview: Explain the objective of cloud migration and its alignment with strategic goals.
2. Phased Approach: Highlight key tasks, timelines, and milestones for each phase.
3. Operational Factors: Address training, compliance, and risk mitigation strategies.
4. Projected Outcomes: Present expected benefits such as cost savings, scalability, and
improved user experience.
5. Conclusion and Call to Action: Invite feedback and approval from stakeholders.

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Reference

1. "Enterprise Architecture as Strategy: Creating a Foundation for Business Execution"

Authors: Jeanne W. Ross, Peter Weill, and David Robertson
2. "IT Strategy: Issues and Practices"
Authors: James D. McKeen and Heather A. Smith
3. "The Alignment Factor: Leveraging IT for Business Success"
Author: N. Venkatraman
4. Focuses on strategies to align IT capabilities with business needs to achieve competitive
advantage.
5. "IT Governance: How Top Performers Manage IT Decision Rights for Superior Results"
Authors: Peter Weill and Jeanne W. Ross
6. "Business Strategy and Information Systems"
Authors: Clyde W. Holsapple and K.D. Joshi
7. "Strategic IT Management: Transforming Business in Turbulent Times"
Authors: Robert J. Benson, Tom Bugnitz, and William Walton
8. "Information Systems for Managers: Text and Cases"Author: Gabriele Piccoli
9. A practical approach to how IT systems can support and align with enterprise strategies.
10. "Digital Transformation: Survive and Thrive in an Era of Mass Extinction"
Author: Thomas M. Siebel

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Participants of this Module preparation

Qual
Field of Organization/ Mobile
No Name ificat E-mail
Study Institution number
ion

1 Gari Lencha MSc ICT Gimbi 0917819599 [email protected]

Manage TVETC m
ment
2 Endalew Kassa MSc ICT Debremarkos +251 [email protected]
Manage PTC 913305454
ment

3 Tewodros Girma MSc Informa Sheno PTC +251 girmatewodiros

tion 912068479 @gmail.com

system

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