How an IT services firm and an IT department are organised
The roles in an IT services firm and the four figures that steer it, the units of an IT department, projects versus keeping the lights on, outsourcing, and computing a consultant's margin.
- 22 cards
- 4 topics
- Free
The outline, topic by topic
Each topic is weighted the way the exam weighs it.
- Concepts
- Questions
- Sort and link
- The numbers
A few cards from the deck
Account manager: what is it?
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The salesperson of a services firm who prospects clients, negotiates assignments and places consultants on them.
A consultant who wants a new assignment or to stay with the client turns to the account manager, who knows what the market needs.
In an IT department, "the payroll server is saturated on the 25th of every month": which unit gets the request?
- Production
- Application development
- User support
- The project office
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Production
Saturation is a service-continuity matter: production runs and monitors the servers. Application development builds new applications.
Utilisation rate = … days divided by … days, then multiplied by 100.
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Utilisation rate = billed days divided by working days, then multiplied by 100.
Leave does not count as working days; training, internal time and bench time do: they are what keeps a consultant below 100%.
Average daily rate: what is it?
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The average price at which the services firm bills a consultant's working day to clients.
Multiplied by the number of billed days, it gives the consultant's revenue; it is higher than the cost of the day, the gap being the margin.