信息技术服务管理参考答案.docx

信息技术服务管理参考答案.docx

《信息技术服务管理参考答案.docx》由会员分享，可在线阅读，更多相关《信息技术服务管理参考答案.docx（9页珍藏版）》请在冰点文库上搜索。

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