信息技术服务管理参考答案.docx
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信息技术服务管理参考答案
集团文件发布号:
(9816-UATWW-MWUB-WUNN-INNUL-DQQTY-19882)
信息技术服务管理参考答案
Unit1assignment
1)WhatisITSM(InformationTechnologyServiceManagement)basedonyouronlinesearchresults?
Answer:
ITservicemanagement(ITSM)isadisciplineformanaginginformationtechnology(IT)systems,philosophicallycenteredonthecustomer'sperspectiveofIT'scontributiontothebusiness,includingdesign,management,delivery,andevaluation.ITSMstandsindeliberatecontrasttotechnology-centeredapproachestoITmanagementandbusinessinteraction.Itreferstotheimplementationandmanagementofqualityservicesthatmeettheneedsofthebusiness.ITSMisperformedbyITserviceprovidersthroughanappropriatemixofpeople,processandinformationtechnology.
2)WhatisyourunderstandingontheprofitchaininITIndustry?
Andwhy?
Answer:
TheITindustryusestheservicepathtomakeprofit.Unlikethetraditionalpath,thispathfocusesonthecustomers.Whencustomersencounteranincident,serviceprovidersstruggletoreachasatisfyingsolutiontoofferanenhancedserviceoperationtocustomers.Andasthedevelopmentoftheworld,servicepathandcustomers’requirementstendtoexpand.Owingtotheimprovedcustomersatisfactionandretention,therevenueswillincrease,thustheprofitwillalsoincrease.
3)Whyit’ssaidGoogleasaService?
Answer:
Googleoffersservicesbasedontheusers’needs,designthingsforevolutionandfindsopportunitiesofcreatingnewproductsfromusers’perspective.Anditcaresaboutmultiplekindsofcustomers.Aserviceisthenon-materialequivalentofagood,andGoogleprovidesit,suchasBlogger,Gmail,Googlemapandsoon.
4)HowcouldyoueffectivelymeasurethebenefitsofanITservicefromtheservice-profittriangle?
Answer:
EvaluatetheInternalServiceQuality.EmployeeSatisfaction(Customerorientation/qualityemphasis.Allowdecision-makinglatitude.Informationandcommunication.Providesupportsystems.Fosterteamwork.Workplacedesign.Jobdesign.Employeeselectionanddevelopment.Employeerewardsandrecognition.Toolsforservingcustomers).CustomerSatisfaction(AttractiveValue.Servicedesigned&deliveredtomeettargetedcustomers’needs.Solicitcustomerfeedback).CustomerLoyalty.RevenueGrowthandProfitability.Additionally,wecanmeasurebypreviousexperiences.
Unit2assignment
1)WhatcouldbethemajordifferencesbetweenUNIXandWindows?
(hint:
onlinesearching)
Answer:
First,UnixissaferandmorereliablethanWindows.Unixpreventsoneprogramaccessingmemoryorstoragespaceallocatedtoanotheraswellasrequiresuserstohavepermissiontoperformcertainfunctions.AnditrequireslessadministrationandmaintenancetomaintainaUnixsystem.Second,theprocesshierarchyisdifferent.Third,UnixusesdaemonswhileWindowshasserviceprocesses.Therefore,Unixisbetterathandlingmultipletasks.Forth,Unixhasanovelapproachtodesigningsoftware.Fifth,Unixlacksstandardization.Sixth,Unixdon’tuseaGUIwhileWindowsdo.
2)WhatisincrementalbackupinDataBackupandRecoverymanagement?
Answer:
Anincrementalbackupincludesonlythosethingsthathavechangedsincethepreviousbackupandsavesthosethingsintoaseparate,additional,backupfileorlocation.
3)WhomayneedSaaS?
Why?
Answer:
SaaSistypicallyaccessedbyusersusingathinclientviaawebbrowser.ForSaascoulddecreasebandwidthanddoesnotneedprofessionalcomputerorITknowledge,itbecomesthebestapproachtouseadvancedtechniquesformanysmallenterprises.
4)Whatmaybethemajorchallengestothesoftwaredeveloperswhiledesigningsoftwareasaservice?
Answer:
ThemajorchallengetothesoftwaredeveloperswhiledesigningSaaSmayberealizingthegoalofhigh-performance,flexibilityandconfigurabilityofsoftwares.What’smore,themultiplerestraintsofSaaS,includingmassivedataandhighconcurrencyalsorequiremethodsbeyondthetraditionalsoftwaredeveloping.
Unit3assignment
1)WhatarethemajorlimitationswhenapplyingRFIDtechnology?
Answer:
HighcostoftheRFID.Dataownershipandsecurity.Signalscanbeblockedinsomeenvironment.Lackofflexibleandglobalstandards.Cross-companydatasharingmodelhasnotbeendefined.lackofprofessionals.What’smore,privacyremainsaconcern.
2)WhatmightbetheprosandconsofCloudComputing?
Answer:
Pros:
Easilyaccessed.Highlyandinstantaneouslyscalable.Havingaconsistentqualityofservice.Providingeasyapplicationdevelopmentanddeployment.cheap,savespace,rosourseandmoney.
Cons:
Lossofcontroloverdata.Riskofsecurity.Integrationwithexistingsystems.Riskandmigrationcostmaybetoohigh.DataandapplicationPortability.Governance/Management.Metering/Monitoring
3)BasedontheevolutionofCloudComputing,whatshouldbethekeyfeaturesofnextgenerationnetworkinyouropinion?
Answer:
Re-centralized.Moredetailed---sharedInfrastructure,transparentdeliveryofservicesandubiquitousaccesswithhighbandwidth,lowlatency.Itistheofserviceprovidernetworksthatincludesthepublicswitchedtelephonenetwork(),thedatanetwork(theInternet),and,insomeinstances,thewirelessnetworkaswell.
4)Whatarethemotivationandtechnologyforsmartercities?
Answer:
SmartercitiesarecitiesthatdrivesustainableeconomicgrowthbyLeveraginginformationtomakebetterdecisions,anticipatingproblemstoresolvethemproactively,coordinatingresourcestooperateeffectively.
Unit4assignment
5)WhatshouldbethejobresponsibilityofanITArchitect?
Answer:
Likeabuildingarchitect,muchoftheITArchitect’sworkisfocusedonthefrontendofthesolutionlife-cycle.Thearchitectactstotranslatebetweentheproblemdomainconceptsoftheclientandthesolutiondomainconceptsofthebuilder.
Analyzestherequiredfunctionalitytoidentifyrequiredtechnicalcomponents
Providesabasisforthespecificationofthephysicalcomputersystems
Definesthestructuringandstrategyforconnectionofsystemelements
Providestherulesofcomposition
Assistsintheanalysisofservicelevelrequirementstodesignameansofdelivery
Providesadecisiontrailwhichallowsthesystemtoevolveovertime
6)Withoutarchitecturevision,whatyouwilldowhiledesigninge-BusinesssystemsasITservices?
Answer:
Withoutarchitecturevision,therewouldbemuchmoredifficulties.Wecan'tIdentifyarchitecturedocumentswhichdescribethecorrectaspectsofanarchitectureandwearenotabletoparticipateinarchitecturereviewsandidentifyflawsinarchitecturerepresentations
7)Amongthosee-Businesspatterns,whichonemaybemorehelpfultoenhancecustomersatisfaction?
Andwhy?
Answer:
Businesspatterns.Becausetheyarethebasicbuildingblocksforsolutionsandtheyprovideanon-technicalview.Andamongthese,theCollaborationismorehelpfultoenhancecustomersatisfaction,becauseusersworkingwithoneanothertosharedataandinformation.Duringthecommunication,customersatisfactionmaybeenhanced.
8)WhatisIBMCCRA(CloudComputingReferenceArchitecture)andwhataretheusages?
Answer:
CCRAisintendedtoprovideguidelinesforcreatingacloudenvironment.ItcandocumentBusinessEnvironment,documentStandards,documentTechnicalEnvironment,andanalyzeandPrioritizeWorkloadsforCloud.
Unit5Assignment
1)WhatarethekeyfactorstoenableIBM’sITservicesuccessinFordMotor?
Answer:
User-to-Business:
HostIntegration
User-to-Business:
Non-Transactional
User-to-Business:
Transactional
ApplicationIntegration:
EnterpriseApplicationIntegrationHub
User-to-Data:
DataWarehousing
User-to-User:
PortalsandCollaboration
Composite:
ElectronicCommerce
2)WhatarethedifferencesbetweenservicesupportandservicedeliveryinITIL?
Answer:
TheServiceSupportITILdisciplinefocusesontheUseroftheICTservicesandisprimarilyconcernedwithensuringthattheyhaveaccesstotheappropriateservicestosupportthebusinessfunctions.
TheServiceDeliverydisciplineconcentratesontheproactiveservicestheICTmustdelivertoprovideadequatesupporttobusinessusers.ItfocusesonthebusinessasthecustomeroftheICTservices.
3)Whatmaybetherelationshipbetweenproblemmanagementandincidentmanagement?
Answer:
Problemmanagementdiffersfromincidentmanagement.Theprincipalpurposeofproblemmanagementistofindandresolvetherootcauseofaproblemandthuspreventfurtherincidents;thepurposeofincidentmanagementistoreturntheservicetonormallevelassoonaspossible,withsmallestpossiblebusinessimpact.
4)WhatistherelationshipbetweenITIL(ITInfrastructureLibrary)andITSM(ITServicesManagement)?
Answer:
ITServiceManagementasaconceptisrelatedbutnotequivalenttoITILwhich,inVersion2,containedasubsectionspecificallyentitledITServiceManagement(ITSM).(Thefivevolumesofversion3havenosuchdemarcatedsubsection).
Unit6Assignment
1)HowwillyouknowifyoucouldbesucceededonmanaginganITproject/service?
Answer:
First,knowanassessmentofthelikelyquantitativeresult
Usuallyappliedtoeffort,projectcostfactorsandtheschedule
Usedwithanindicationofaccuracy
Usuallyusedwithamodifier
Completedatalevelthatisappropriateforthedecisionsbeingmadewiththedata
2)WhatarethedifferentfocusesbetweenITprojectmanagementandITservicemanagement?
Answer:
ITServicemanagementusesITProjectmanagement’sskills,approaches,methods.TheProjectManagementfocusesoneverythingthatisrequiredtomaketheprojectasuccess.ITServicemanagementfocusesoncustomers.
3)DoyouprefertousetheMilestone-Focusedplanningapproach?
Andwhy?
Answer:
Yes.Inanyoftheseapproaches