Mmt2 Task1 Wgu Essay

Mmt2 Task1 Wgu Essay
Task 1
Name
Tutor
Institution
Course
Date
Memorandum
Re: Tech Upgrade Proposal
To: Mr. Kern
From: Me
A.
I performed a SWOT analysis on the current AEnergy technology infrastructure. A SWOT analysis
is a technique and opportunity for a thoughtful overview of where things are good and where things
need improvement. SWOT stands for Strengths, Weaknesses, Opportunities, and Threats. I've
reviewed our system for all four of the SWOT attributes to give the following summary and
suggestions.
A1.
Strengths:
Secure: Our current system is secure. We use SSL authentications for all inbound data requests,
VPN tunneling between sites and from outside the facilities, WPA encryption with MAC filtering ...
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Further, this single ISP means that there is no backup in case of a downtime. Even though the ISP

has not shown any signs of underperformance, it is always a good idea to have a backup plan to
mitigate against a catastrophic failure (Rensin, 2012).
Another weakness is seen on the limited space for expansion that is in the infrastructure. The current
infrastructure can only accommodate 30 employees and even if there is the plan of growth by 20%,
the space might not be adequate as growth normally necessitates a lot of space (Gupta & Jayaraman,
2010). This is because, there might be a need for a few offices and the current architecture might not
be enough for the expansion and thus could delay the expansion.
The limited and inflexible budget is also a weakness for the organization in terms of acquiring and
investing in new systems. (Laan, 2013).This is because the systems are quite costly and the
organization requires an increase of the performance of all its servers as well as addition of new
equipment and with the limited budget and insufficient funds allocated to the equipments, it might
not be easy to accomplish that.
A3
Opportunities:
There is an opportunity for upgrading the technology in the IT infrastructure as a result of the
extensive research and development investment that the organization is considering. AEnergy has
such a unique product, that there is little in
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Cyber Security And Cyber Threats Essay
The healthcare sector of the United States has been confronting issues of cyber–attacks to such an
extent that majority of the patients feel every moment that they are at great risk and thus their
treatment processes suffer a lot.(Hacking Healthcare IT in 2016) The small sized clinics do not have
many resources to enhance their information security systems. Even the large sized enterprises are
vulnerable to the cyber threats. The White House had declared that it would increase opportunities
to tackle the cyber threats in every sphere, but the more it determined the more challenges the nation
faced, which are continuing. (Federal Register, Vol. 78, No.33)
This research focuses on taking the right approach on how to deal with the cyber threats in the
healthcare sector. There have been researches which were conducted to deal with this issue, but
some made little difference to the already existing researches, while others are still on their way to
improvise and come up with the finest solutions.
The Health Information Trust Alliance (HITRUST) along with the Cyber Security Framework (CSF)
is a model of the National Institute of Standards and Technology that provides a framework for
identifying the risks and developing solutions to deal with the cyber risks. It provides the tools to
deal with not only the cyber threats but also to engage the organizations in corresponding with the
various Acts and rules that had been implemented relating to confronting the cyber threats.(

The Development Of Cobit. Isaca
Development of Cobit
ISACA was established in 1967, by specific commercial ventures operating in the field of
frameworks. At that point, in 1969 they were fused as Electronic Data Processing (EDP) Auditors
Affiliation. Parts of ISACA cooperated to create and make best practices , and COBIT system is one
of their wok. The primary adaptation of this framework was discharged in 1996 and was called
"Control Objectives for Information and related Technology",covering the range of review [12]. The
second version with upgrades on control evaluation was discharged in 1998 . The third release was
discharged after two years, and as indicated by [12] "The huge change accompanied the distribution
of COBIT Third Edition, with its business objective introduction. At this point, COBIT was termed
as an IT administration skeleton. The third release recognized that an association needs IT for data
handling, as well as to accomplish business destinations". In 2005 ISACA presented another , fourth
form of COBIT with a reasonable concentrate on IT legislation [14]. A further form of this structure
is COBIT 4.1 , discharged in 2007, tolerating the by and large utilized schemas, for example, "IT
Infrastructure Library (ITIL)", "ISO 27000 arrangement" and "Ability Maturity Model® Integration
(CMMI)" [5], [15]. The current rendition of the structure, COBIT 5, was discharged in 2012. It is
based upon the past rendition of the schema and two integral skeletons from ISACA (Val IT and
Risk IT); and

What is Corporate Governance?
Corporate Governance What is Corporate Governance? Corporate governance refers to the set of
rules, procedures and processes which merge to form a structure or a system to control and direct
companies/organizations. It is the manner or a specific set of ways in which the objectives of an
organization are achieved. It is the body of structure which specifies rules and regulations so that the
interests of stakeholders are not affected in achieving the goals of an organization. Corporate
governance is a set of rules or a code of conduct by which organizations abide. Corporate
governance applies to every aspect of the organization; it sets parameters for everyday transactions,
employee relationships, rights and responsibilities, action plans, internal control, performance
measures and corporate disclosure. it is the protocols which are implemented at any organization so
that right and responsibilities are clear, no one's interest is harmed or neglected and in case of a
violation or complaint clear rules are present to judge the matter. The principals of corporate
governance include Rights and equitable treatment of shareholders, Interests of other stakeholders,
Role and responsibilities of the board, Integrity and ethical behavior and Disclosure and
transparency. There are three theories of corporate governance; stewardship theory, agency theory
and market theory. History of Corporate Governance The term corporate governance was first
minted by Richard Eells (1960)

Essay about Cisco Systems
Case Study: The Internet and the New Information Technology Infrastructure
1. Describe the competitive business environment in which GM is operating
General Motors, while they are the largest automobile maker, are currently going through a decline
in sales. Their competition is extremely stiff. With competitors such as Ford, Chrysler, and other
Japanese vehicles that have lower production costs and include better styling issues and quality in
mind, this makes for a difficult struggle for GM.
GM remains a far–flung vertically integrated corporation
Makes 70% of their own parts
While GM makes their own parts, other companies, such as ... Show more content on
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The organization stepped in to take care of this issue, by streamlining the data systems under the
direction of Ralph Szygenda. They took the many systems that were each running on separate
databases, and varying hardware and software and consolidated them into 21 uniform information
processing systems.
With the implementation of EDS (Electronic Data Systems) they consolidated 100 separate GM
networks into one the world's largest private networks. The EDS system got rid of the old way of
networking operating systems and replaced them with one integrated system that would run the
inventory, manufacturing and financial data systems. The new system was found to interact more
smoothly with not only other users but PC–to–PC data sharing was eased.
3. Evaluate the current business strategy of GM in response to its competitive environment. What is
the role of Internet technology in that strategy? How successful is that strategy?
GM added a new division in August 1999 that was devoted entirely to the use of the Internet – it was
known as eGM. Mark Hogan was appointed the head of this division and named corporate group
vice president. Wagoner, CEO of GM, placed four main goals among his priorities for the company,
among which was to focus on innovative products and services and the development of e–business.
His team believes that if the integration of the Internet within the company of GM can take place,
then

Outsourcing And Offshore Outsourcing : Outsourcing
Running Head: Outsourcing and Offshore Outsourcing 1
Outsourcing and Offshore Outsourcing
Natasha Bing
Grantham University
Outsourcing and Offshore Outsourcing 2
Abstract
(Greaver, 1999) proclaims that outsourcing is of a strategic nature and that the decision–making
process of a company should take this into account. He then goes on to define outsourcing as the act
of transferring some of company's recurring internal activities and decision rights to outside
providers, as set forth in a contract. Because the activities are recurring and a contract is used,
outsourcing goes beyond use of consultants.
Outsourcing and Offshore Outsourcing 3 For example, whenever you go out to a bistro for lunch
whether it is for a quick burger at Burger King or an awesome steak at Texas Roadhouse that is
considered to be a form of outsourcing. The mere fact that someone else has taken the time and
energy needed to provide a meal to you is outsourcing. Another example is when you contact your
cell phone service provider and you are connected to an operator, usually a call center owned by a
different company that is located in another country,

The Pros And Cons Of Configuration Management Database
Due to a growing interest in adopting best practices across IT departments, particularly according to
standards such as ITIL, many organizations are now deciding to implement a configuration
management database (CMDB). IT departments face numerous challenges in providing dependable
services that support a company's goals. Solving most of them requires a good configuration
management strategy: without knowing what's in your environment, you cannot hope to control it,
maintain it, or improve it. Configuration Management Database Itil history/overview Initially,
Configuration Management Database (CMDB) term derives from ITIL – IT Infrastructure Library,
which in turn is a set of best practices of divisions or companies, engaged in providing services ...
If Configuration Management is applied to information systems, and not just to information
technologies, the Configuration Management Database (CMDB) can store and manage detailed
information about users, IT organization personnel and business structures. These Configuration
Items are also subject to the Change Management process, for example, when hiring and firing
employees. All Configuration Items should be included in the CMDB, which tracks all IT
components and the relationships between them. In the most primitive form, the Configuration
Management Database is a set of paper forms or spreadsheets. The purpose of the Configuration
Management process is to assist with managing the economic value of the IT services by supporting
a logical model of IT infrastructure and IT services and providing information about them to other
business processes. This is achieved through the monitoring, identification, control and provision of
information on the Configuration Units and their versions. The tasks of this process contain accurate
registration of detailed information about IT components and services provided by the organization,
as well as providing accurate information and documentation to support other Service Management
processes

Case Study Of The NTUC Income
This assignment will discuss the NTUC Income Case Study and in particular the Information and
Process systems of the company prior to their transformation into the digital age.
This case study will also discuss how Irish retail banking are currently going through their own
transformations in order to enhance their own customer journeys in this new age of digitisation. 1.
What types of Information Systems and business processes were used by NTUC Income before
migrating to the new digital systems? What were the problems associated with the old systems?
Despite NTUC Income being one of Singapore's largest insurers, its decade old Information
Technology Infrastructure and its processes were in serious need of a "digital" transformation to ...
Three important lessons for Irish Retail Banking which can be drawn from the NTUC Case Study.
What are the implications of these lessons for your bank?
There are many learnings to be taken from the NTUC Income case study. The top three that I would
personally glen from it are:–
Importance of investment in digital technology. The private business investment spend on IT
Technology consisting of hardware, software and communications equipment grew from 14% in
1999 to 33% in 2013 (2) This upward trend has been driven by customer's and their use of digital
technology via smartphones, tablets and computers. What are the benefits of technology for a
business? There are many, some of which are outlined below:
Reach more existing customers and develop a business relationship with potential customers
Streamline operations, reduce costs, improve efficiency, maximize profit, minimize waste, devote
talent to core business
Provide better service to customers
Allow customers to better guide the business
In 2017 customers no longer need to physically visit a branch unless they really want or need to.
They now can conduct their everyday banking requirements 24/7, 365 days of the year via mobile
banking apps and in most cases it is cheaper for them too, as banks are promoting their online
options by reducing fees and charges when these channels are

What Is Itil And What Is It?
Hello readers! A few members of the OpsGenie team were lucky enough to attend DevOps Days DC
last June. I was presented with an amazing opportunity to learn even more about development and
operations and how this plays into business practices today. Thankfully with DevOps comes ITIL
and with a variety of discussions I feel like I have finally grasped both philosophies. What I learned
is that there seems to be a growing belief that DevOps will lead to the death of ITIL. But, what is
ITIL and what is DevOps? And why are people so convinced that DevOps will entirely replace more
traditional IT approaches? And can both coexist in today's IT world? In this blog we'll examine these
questions and also how we, at OpsGenie, see it playing out in the very near future. ITIL is short for
IT Infrastructure Library, it was developed in the UK, and belongs to AXELOS, a joint venture
between the British Government and Capita plc . It is a widely accepted IT service management
approach. ITIL provides a cohesive set of practices, drawn from both public and private sectors. It is
supported by a qualifications scheme, accredited training organizations, and implementation and
assessment tools. ITIL is a framework that was designed to standardize the IT services of a business,
such as, its selection, planning, delivery, and support. Its goal is to improve the efficiency and
predictability. Now, DevOps. What is DevOps? DevOps is a cultural movement that emphasizes
collaboration and

Advantages And Disadvantages Of An Airport
An airport is an aerodrome with facilities for commercial aviation flights to take off and land.
Airports often have facilities to store and maintain aircraft, and a control tower. An airport consists
of a landing area, which comprises of an aerially accessible open space including at least one
operationally active surface such as a runway for a plane to take off or a helipad, and often includes
adjacent utility buildings such as control towers, hangars and terminals. An international airport has
additional facilities for customs and immigration. Most of the world's airports are owned by local,
regional, or national government bodies. Airport transportation is one of the most crucial
components of the transportation system. Annual passengers enplaned generally ... Show more
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Reporting is done as per the agreed format and frequency from the service provider to the customer.
Running an airport IT operation can sometimes be hectic, since you need to keep everything up and
running almost 24 hours every day. A small problem in IT systems can cause major delays and
disruptions for passengers and airlines. The new technologies are already set to revolutionize the
airport journey. As increasingly empowered passengers seek new ways to take control of their own
travel experience, the industry has embraced ever more ingenious technologies and intelligent
innovations in answer to demands for an extraordinary airport journey. Be it to ease of navigation,
reduce waiting times in queues, provide flight information or help airports to plan, Information
Technology is shaping air travel like never before. Primary KPI for Airport remains: On–time
performance for

Case Study Of CMDB
1.2 CATALYST A CMDB plays an important role in the operations of the majority of the ITIL
processes. A unsuccessful CMDB implementations, manual processes, diverse solutions, tools and
data models hinders international roll–outs, cross country change management, IT service risk
assessments, license compliance management, Incident and Problem Management for
internationally used application etc. Thus it's important to have a CMDB put successfully in place
and to be able to collect as many data centrally as useful, based on a harmonized approach and
agreed core data model. However the collection end even more the maintenance and quality control
of any data set requires effort (cost) and needs to be carefully balanced with the expected benefits
(e.g. less risk in change management, faster incident resolution, effective problem management,
efficient IT asset lifecycle management, ...). ... Show more content on Helpwriting.net ...
Based on the case environment author have to review some existing literature along with the use
cases of best practices approach in the same case environment and prepare a questionnaire for
interviewing the subsidiaries to collect to real information about the current scenario and their vision
and mission in regards to CMDB. After reviewing the literature and conducting interviews a proper
data analysis has to be carried out so as to produce a qualitative and quantitative data for drafting a
proposal for recommendation and guidelines to set up and manage CMDB. Finally drawing a
conclusion for the whole research and providing a suggestion for the current case scenario. 1.4
RESEARCH

The Implementation Of The Itil Service Operation
Aishwarya Ravi – ITM – 574
Abstract
The aim of the ITIL service operation is to co–ordinate and manage the ongoing activities
implemented during the earlier phases of ITIL Service Strategy, Service Design and Service
Transition that deliver value to our business. Service operation is a phase in ITIL where the services
designed, tested and transitioned into live environment are efficiently managed. Managing the
services include managing the underpinning process and the tools required to deliver those services.
Service operation is also responsible to manage the ongoing technology in an organization that
delivers and support IT services. Service operation is a critical for an organization as it ensures
proper functioning and execution of ... Show more content on Helpwriting.net ...
Sturdy end to end operational practices
c. To achieve service excellence
d. Business as usual (day to day activities)
e. Discern the business value for the service provided
When all the above mentioned goals are met then the actual business value is seen and understood.
Service Operation Process:
The Service Operation process help us to manage our services that are delivered on a long going
basis. The various process are:
a. Incident Management Process:
The services that an organization offer may fail so, we need a process to manage those failures and
ensures that when there is a failure the quality of the service that an organization offer do not impact
the business value that they deliver to the customers and restore the normal service operation as
soon as possible. The normal "Service Operation" refers to the service that is defined in the Service
Level Agreement that is agreed by the customers.
b. Problem Management Process:
The organization needs this process in order to identify the problems, their root cause for the failures
like to identify "What has gone wrong?", fix the problem and preventing it from happening again
and document the known errors for future reference.
c. Event Management Process:
The organization should monitor the services the way it is functioning and delivering to the business
as required. So, an organization would have process to monitor those services which is done by
"Event Management". The aim of event management is to identify any

Vlt 2 Task 4 Essay
RMF Tasks | Status (done/not done) | Discuss how you determined the status of each task. Consider
the following: If done, is it complete? Where is it located?If not done, what are the
recommendations for completing? Where the results should be saved? | External documents needed
for task | RMF Step 1: Categorize Information Systems | 1.1Security CategorizationUsing either
FIPS 199 or CNSS 1253, categorize the information system. The completed categorization should
be included in the security plan. | Not done | As highlighted in the risk assessment, there is no
security plan done (p.18). Add the security categorization information to the security plan.The
security categorization that was completed in the risk assessment can be included ... Show more
The registration allows to creating efficient tracking tools that are important for security status
reporting in harmony with organizational policy.It could be registered with organizational or
management offices | CNSS 1253 for national security systemNIST 800–37Page 21–22 | RMF Step
2 | Select Security Controls | 2.1Common Control IdentificationDescribe common security controls
in place in the organization. Are the controls included in the security plan? | Not included | "Security
controls are the management, operational, and technical safeguards or countermeasures employed
within an organizational information system to protect the confidentiality, integrity, and availability
of the system and its information" (NIST SP 800, 2009). The control allows the organization to
efficiently mitigate the risk coming from the use of information System (IS) to conduct business
operations and processes. | NIST SP 800–37Page 24–2 | 2.2Security Control SelectionAre selected
security controls for the information system documented in the security plan? | Not documented |
The security controls for the information system should be documented in the security plan. The
security controls implementation must align with the corporate objectives and information security
architecture. The security architecture provides a resource to allocate security controls. The selected
security controls for the IS must be defined and

Eastern foods assigment Essay
Background:
As the building work is going to be complete in July 1st and therefore there is a plan to start the
business early in May 1st. To develop the business the Eastern Foods is facing the following
challenges with regards to HRM, Accounting, Marketing and Operations Management.
(a) Overview of Challenges Facing Eastern foods:
Human resource Management (HRM)
Human resource management is also identified as "personnel management". There will be in detail
study required of whole business for the recruitment of the new staff.
There should be study of hierarchy of the management level that will be necessary to manage the
operations of business. And what skills will be obligatory for conducting the operations of business.
The workers ... Show more content on Helpwriting.net ...
The HRM and operation management are the key issue and should be addressed in effective way to
run the business in smooth manner.
(b) Two key issues key issues and how they can be addressed:
Operational Management
To address the issue of operational management the management team which is responsible for the
business activities that is going to be start on May 1st must be response in following manner
(Diagram 3) Service management functions
1. Optimizing
Before start of the business the following level of management must be optimized.
I. Service level management
There is monitoring and management of the quality of services and entity's key performance in
Service–level management. The key performance indicators range from coarse–grained availability
and usage statistics to fine–grained entity–contained per–interaction indicators. There is comparison
of actual performance with pre–defined expectations and determine suitable actions and producing
meaningful reports in Service level management.
II. Financial management
In financial management there is effective and efficient management of money which accomplish

the goals of organization. It is the specialized functions directly associated with the top
management. The significance of this function is not only seen in the 'Line' but also in the capacity
of 'Staff' in overall administration of a company. The financial management is defined differently in
different fields.

Research Paper On Bmc Performance Assurance
Capacity Management Best Practices using BMC Performance Assurance
August 2015
Table of Contenets
 Abstract.................................................................................. 1
 BMC Performance Assurance – An Overview.....................................2
 If you can't measure it, you can't manage it!!!................................................2
 Investigate Module.....................................................................4
 Analyze Module..........................................................................4
 Performing What–If Analysis With Predict..........................................5
 Trending and Forecasting..............................................................8
 Perceiver..........................................................................................9
 Key Features of BMC Performance Assurance in CPM..................................9
 Conclusion........................................................................................................10 ... Show more
Increases the visibility and success of the performance organization by providing a consumer
viewing tool for internal customers.
Protects your performance investment by providing a performance viewing tool available across
multiple platforms.
Conclusion
Today's business needs continuous application availability in order to guarantee sustained
profitability. It requires solutions that can improve their existing performance to ensure superior
system and application performance in cost effective way. The continuous and projecting capacity
management methodology can be leveraged to deliver advanced capabilities such as timely tracking,
measurement and analysis of performance models before migrating to the production environment.
Such a proactive approach enables business to accurately predict and adjust system performance in
the actually environment with minimum risk of errors, thereby ensuring a better experience for the
end user. This ensures consistent business application availability, enhancing the end–user
experience, and ensuring superior system

Assignment : Itil Vs Cobit
ITIM7.450 IT Management
Assignment 1 – ITIL vs COBIT
By
Swapna Kagita
CONTENTS
INTRODUCTION 3
BACKGROUND 4
PROGRESSION AND HISTORY 5
HISTORY OF COBIT 5
HISTORY OF ITIL 6
IT ISSUES AND GROWTH 8
STRATEGY 9
CONCLUSION 10
REFERENCES 11
INTRODUCTION
Each and every aspect in life is getting connected to Information Technology. Starting from a simple
home computer to Super computer used by NASA is technologically driven. Therefore, managing IT
or IT management has become a very important activity.
In this report, we will look at two of the most important functions in IT Service Management –
COBIT( Control Objectives for Information and Related Technology) and ITIL( Information
Technology Infrastructure Library).
I am Swapna Kagita, have worked in Computer Sciences Corporation, India for 5 years as a Storage
Administrator. Reason for doing IT course is to have a basic knowledge of IT, because I was to
pursue a career in IT. New Zealand is a developed country and Auckland is a multi–cultural city.
This is the reason I chose to study in Auckland. EIT is a Government polytechnic which has been
into Education for almost 37 years now. This made EIT an obvious choice to study IT.
Courses provided by EIT for Graduate Diploma in IT have various facets. A person who wants to
pursue this course must have basic IT knowledge to understand these are advanced subjects. Once I
complete the course, I am confident that I would be able to find a job in IT and make a successful

Service Management : Service Maintenance And Configuration...
3. Service Transition
In Service Transition volume, the focus is on the implementation of the output of the service design
activities and setting up of a production service or modification of an existing service. It guides in
developing and improving capabilities for introducing new services into supporting environments. It
often surrounds the "project" side of IT rather than business as usual (BAU). Topics such as
managing changes to the BAU environment are covered in this volume. The processes covered in
this volume –
Transition Planning and Support
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Service Validation and Testing
Change Evaluation
Knowledge Management
4. Service Operation
It is in operations and focuses on providing best practice for meeting of Service–Level Agreements
both to end–users and customers (where "customers" are referred to individuals who pay for the
service and negotiate the SLAs). It is the part of the lifecycle in which services and values are
actually delivered directly. Also, problem monitoring and balance between service reliability and
cost is taken into considerations. The functions include technical management, application
management, operations management and service desk as well as, responsibilities for staff engaging
in Service Operation. The processes covered in this volume –
Event Management
Incident Management
Request Fulfilment
Problem Management

The Department Of Defense And Defense
The Department of Defense is one of the oldest executive departments of the executive branches in
the United States of America and is in control of national security and the Armed Forces of the
United States. More than 3 million employees embody the Department of Defense and control it's
day–to–day operations and is well funded with a budget of $680 billion thanks to a bill that passed
68–29 in 2010 . Under the Secretary of Defense there is a very powerful Chief Information Officer
of the Department of Defense, Teri Takai. Teri is responsible for developing strategic plans and to
align with the department's mission and the mission of the United States. The CIO of the
Department of Defense interested me because of the decisions having to be made affect so many
users. Every decision Teri makes has to be spot on and has to take in consideration, how it will hurt
or benefit other departments or national security. The goal of the CIO is to unify the information
management and to advance the technology vision of the department.
The implementation of "10–Point Plan for IT Modernization" began as Teri's big initiative to
upgrade the information technology infrastructure. An assessment on typical IT infrastructures we
look at the organization, technological, and the strategy overall. In order to begin implementing new
plans, the current infrastructure and architecture must be assessed, a design and model for the new
system must be created and then the strategy to implement the new

Information Technology And Service Management
What is ITIL? Information technology infrastructure library gives businesses a set of best practices
and theories to adopt in order to sustain and develop a successful IT service management function.
ITIL has been created by the UK government's central Computer Telecommunication agency, which
is not only used by the UK but internationally by government bodies to commercial organizations
(Wheatcroft, 2007). The framework covers best practices for 13 service level management
processes, which are crucial for every day business functions, which include: Availability
management Service level management Incident management Problem management Financial
management Configuration management Capacity management Change management Continuity
management Release management Knowledge management IT service continuity management
Security Management As it would be inconvenient to have 13 publications, these processes have
been merged together to create 5 publications that make up ITIL: Service strategy, focuses on
creating a set of IT services for the customer based on their requirements (Knapp, 2014). Service
design focuses on the development and maintenance of these services (Knapp, 2014). Service
transition focuses on these new services and adjustment to the company, without causing disruption
(Knapp, 2014). Service operation focuses on creating effective IT support for these IT services
(Knapp, 2014). Continual service improvements focus on

Airport Advantages And Disadvantages
An airport is an aerodrome with facilities for commercial aviation flights to take off and land. It
provide facilities to store and maintain aircraft. An airport comprises of a landing area, which
comprises of an aerially accessible open space including at least one operationally active surface
such as a runway for a plane to take off, or some utility building like hangars, control towers and
terminals. An international airport has additional facilities for customs and immigration. Airport
transportation is one of the most crucial components of the transportation system. Annual passengers
enplaned generally determine the way according to which various airports across the world are
classified. 25 to 40 Million passenger category is a case in point. ... Show more content on
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It allows airlines to provide the same customer services and agent functions at any airport with a
CUPPS–Certified platform. The benefits to airports provided by CUPPS are: It allows airports to
introduce a common use environment to their location for the first time with less impact to their
airlines It provides consent to the airports to make a transition between suppliers of CUPPS–
Certified platforms with little or no impact to their airlines Airports should receive more competitive
responses to their requests for propositions. This should ease the cost of common use environments
to airports – a savings that should be passed on to their tenant airlines The CUPPS brings the
succeeding benefits to Vendors: A framework is provided to develop a global solution based on
industry standards It opens the global common use market to all interested participants on the same
basis Homogenize the global market in terms of a single standard to be applied CUPPS has been
agreed as the single global standard by every IATA & ATA member

The Importance Of Infrastructure Security By Analyzing One...
Introduction
During the last decade, information technology has become an increasingly pervasive issue present
in each of the corporate structures (Exhibit 1). Even more recently, the idea of utilizing a cloud–
based infrastructure has become an idea that is more and more adopted by the business in an intent
to facilitate data processing and availability. Nevertheless, with cloud computing comes several
confidentiality issues that worry its users, especially those users who utilize the platform to transit
huge amounts of delicate information. These issues have led companies to establish IT departments
that are able and equipped to handle the data challenges such as data theft, among others, that arise
with the information being on the ... Show more content on Helpwriting.net ...
The breach was carried through what is referred to as a memory scraping software, which once
installed in a computer, is able to store sensitive information such as: names and credit card
numbers. Although, it is unknown how these hackers were able to install this software into target's
point of sale systems, experts affirm that it could have been installed by anyone who had access to
the company's POS system. What is scary is that this malicious software could have been
downloaded by a target employee after innocently clicking on a link from an anonymous email or
downloading a free disguised software program from the internet. The software could have also
been installed by the thieves themselves through a physical security breach into any of Target's
thousands of stores nationwide or even in its headquarters. To make matters even worse, the breach
could have also intentionally come from someone within the IT department in the organization.
Whichever the case may be, I guess we will never know. What is important to recognize though,
was this giant's response to deter the breach and its actions in restoring and improving the
organization's IT structure.
Target's Response
After the data breach that the company experienced, Target knew that something must change in
order to improve their security in the system and improve customer credibility. For this reason,
Target, amongst many other things, decided to launch

Office Supply
Page 1 of 4 Case #8: Outsourcing at Office Supply Inc. Through the initial integration of
information technology into its core business, Office Supply Incorporated (OSI) attained a large cost
advantage over its competitors and reaped rewards in both profits and stock prices. Unfortunately, as
Nicholas Carr outlines, IT is becoming more of a commodity for companies and less of a source for
strategic differentiation. Moreover, lack of IT expertise within OSI has begun to inhibit the growth
of business operations and rising IT costs are shrinking profits. Jim Anfield's proposition for OSI to
outsource its IT infrastructure to Technology Infrastructure Solutions (TIS) provides the opportunity
to not only match the pace of business growth, ... Show more content on Helpwriting.net ...
In line with Carr's second point, OSI was beginning to have trouble both managing and maintaining
their IT infrastructure as increased server loads threatened "round–the–clock reliability". This
created a large risk to the business, as losing just one server for a few hours could mean the loss of
millions of dollars in revenue and the alienation of loyal Page 2 of 4 customers that rely on the
consistent availability of OSI's products. Therefore, the successful outsourcing of OSI's IT
infrastructure would not pose a threat to the fundamental business strategy and could even help
reduce risks in their highly competitive market. In analyzing the factors that could make outsourcing
IT infrastructure to TIS valuable to OSI, it's useful to consider Carr's three main "Rules for IT
Management." The first of these rules says to "spend less," as more is not necessarily better when it
comes to a commodity input such as IT. In outsourcing, TIS will provide cost savings to OSI in a
few main ways. First, there would be a lower capital investment in hardware for OSI, as these costs
could be diverted into operating expenses paid on a monthly basis to TIS. Moreover, these operating
expenses could be based around a "per–transaction" model so that their costs could more closely
follow fluctuations in the market. This means that if one month OSI saw a reduction in online sales
and thus a corresponding reduction in server usage, OSI's costs could scale with

Pros And Cons Of Alcan Technology
The pros and cons of the current Alcan technology infrastructure seemed to be heavier on the con
side than the pro side. While the intent was to better the organization with the functions that were
required on the IT side, however the result was something much different than what they
anticipated. "Should you spend most of your technology budget on infrastructure, hosted
applications, custom line–of–business applications, or what? It depends on the industry that the
business is in. Generally, most businesses spend around half of their technology budget on
infrastructure–computers, networking equipment, and Internet Service Providers" (I.T. in Business,
n.d.). Mistakes were made in decisions concerning the technology infrastructure of ... Show more
The issues that Alcan was facing were numerous to say the least. The fact that the leadership in the
IT side had been vacant for more than a year was very problematic. Another large chunk of the
infrastructure issue revolved around how decentralized the business groups that made up Alcan
were. "Every business group was completely independent, with its own strategic IT plan,
infrastructure choices based on its specific needs, and IT applications and services. Each group had
its own IT organization that pursued its objectives based on the group's needs and orientation.
Groups' needs, like their activities, were highly diversified. Over the years, this culture of autonomy
had been reinforced by mergers and acquisitions" (Bernier & Dube & Roy, 2009). Another issue that
was identified was that Alcan had more than one thousand information systems, and many of these
systems managed information that was financial. It completely makes it difficult to comprehend
how you would even attempt to be able to work with over 1,000 systems within Alcan. Another
identified issue was that there was a problem with accessible skills which were insufficient, and
crudely positioned to meet requirements of the information technology infrastructure. This also
resulted in these needs not being evaluated, identified, or even compensated in a similar way as
other various business groups. Instead the outsourced providers instead minimized the deficiencies

Essay on Itil Csi Sample Exam
ITIL® Intermediate Lifecycle Stream: CONTINUAL SERVICE IMPROVEMENT (CSI)
CERTIFICATE Sample Paper 1, version 6.1 Gradient Style, Complex Multiple Choice ANSWERS
AND RATIONALES © The Official ITIL Accreditor 2012. The Swirl logo™ is a trade mark of the
Cabinet Office. ITIL® is a registered trade mark of the Cabinet Office. ITIL Intermediate Lifecycle
CSISample1 ANSWERSandRATIONALES v6.1. This document must not be reproduced without
express permission from The Accreditor. Page 1 of 17 Version 6.1 (Live) Owner – The Official ITIL
Accreditor Answer Key: 2nd Best: 3 Marks C AA B B B A C 3rd Best: 1 Mark D B C C C C C A
Scenario Question 1 2 3 4 5 6 7 8 Correct: 5 Marks B D D AAA B D Distracter: 0 Marks A C B D
D D ... Show more content on Helpwriting.net ...
A This answer is incorrect. It misses the point of the limited usefulness of a SWOT analysis. Also,
with the exception of the CIO, there are no indications that IT is committed to better integration with
the business. Their opportunities are all IT wishes and reflect the fact that they have a reactive and
tool–focused mentality. ITIL SL: CSI04 Continual service improvement methods and techniques
Level 4 Analysis – The ability to use the practices and concepts in a situation or unprompted use of
an abstraction. Can apply what is learned in the classroom in workplace situations. Can separate
concepts into component parts to understand structure and can distinguish between facts and
inferences. Application – This question requires the delegate to compare the results of the SWOT
analysis against corporate objectives and come up with a gap analysis. The candidate will be able to
describe the importance of properly defining metrics and © The Official ITIL Accreditor 2012. ITIL
Intermediate Lifecycle CSISample1 ANSWERSandRATIONALES v6.1. This document must not
be reproduced without express permission from The Accreditor. Page 3 of 17 Version 6.1 (Live)
Owner – The Official ITIL Accreditor Subjects covered Book Section Refs Difficulty
measurements, demonstrate setting targets, and describe, use and interpret metrics, scorecards and
reports, including balanced scorecard and SWOT analysis. Categories Covered:

ITIL Fundamentals And Certification
ITIL Fundamentals and Certification Since its creation, ITIL has grown to become the most widely
accepted approach to service management in the world. It has became a defacto framework for IT
service management sphere. Lets Understand : What is ITIL ? But what exactly is ITIL? ITIL
provides a set of consistent and comprehensive best practice guidance for business and IT service
management (ITSM). The guidance is contained within the ITIL publications and the supporting
professional qualification scheme. ITIL is flexible and scalable. It is suitable for organizations of all
shapes and sizes can implement parts of ITIL to deliver business benefits in stages. Most of the
global market leaders in IT space like. IBM , HP , Accenture , Microsoft and many more are
advocates and major contributor to the ITIL ... Show more content on Helpwriting.net ...
Let's start by observing some industry facts : 1. ITIL is proven and is used worldwide : It defines
common Concepts and Terminologies accepted globally, within an integrated set of best practices
which are evolving continuously to meet the changing market demands .ITIL being flexible and
scalable, any organizations Big or small can implement Full or parts of ITIL to deliver business
benefits in stages. Organizations across the world have demonstrated that they can adopt and adapt
ITIL to their business needs. One of the key contributor to ITIL success is the associated education ,
learning and training with a Qualification scheme under the control of the governing body. ITIL has
given a common and popular language to the IT industry . 2. Improved customer Satisfaction and
relationship ITIL has been designed to help everyone understand and focus on the need of the
Customer and User experience of the service rather than focussing too much on the technology
front.Increase in customer satisfaction leads to a better and a trusted relationship. 3. Better reliability
and quality of services

Mindtree Leadership Statement
Company Profile
Mindtree is a multinational information technology and outsourcing company headquartered in
Bengaluru, India and New Jersey. It was founded in 1999 by ten IT professionals who formerly
worked for Cambridge Technology Partners, Lucent Technologies, and Wipro. The company has an
annual revenue of $583 million employing approximately 14,000 employees. Mindtree delivers
technology services and accelerates growth for Global 1000 companies by solving complex business
challenges with breakthrough technical innovations. Mindtree specializes in e–commerce, mobility,
cloud enablement, digital transformation, business intelligence, data analytics, testing,
infrastructure, EAI and ERP solutions with more than 200 clients and offices in ... Show more
Leading global companies rely on our "digital DNA" to drive innovation across their entire value
chain.
Independent Software Vendors
At Mindtree, we help some of the world's largest software and Internet companies support alternate
business models like SaaS and Infrastructure–as–as–Service, ensure availability of products across a
wide range of devices, and manage large volumes of data to enable insights that can drive business
growth. With deep domain experience across healthcare, life sciences, financial services, real estate
and retail industries, we help these companies stay ahead of a changing market and remain
competitive.
Manufacturing
Mindtree helps automobile and discrete manufacturers ignite and realize their strategic goals. By
aligning production processes with customer demands, they facilitate collaboration with suppliers
for better returns.
Insurance
Insurers all over the world use Mindtree to improve their competitive edge. They offer services
specifically designed for Property & Casualty and Life Insurance submarkets.
Media &

Paper Case Study Nantonia
Paper Case study Nantonia ICT Strategy & Planning Master : ICT in Business Location :
University, Leiden Course : ICT Strategy & Planning Assignment : Paper Case study Nantonia
Date : 3 June 2011 Name : Suraj Soerdjbali Studentnr : Teacher :
––––––––––––––––––––––––––––––––––––––––––––––––– Part 1 The business model: 1.
Partners: Natepco is a subsidiary of Natonia Energy Holdings. Which on their turn have a joint
venture with Prime Energy Group and Government of Natonia 2. Key activities: The key activities
of Natepco are exploration and production 3. Key resources: The key resources of Natepco are sell
crude oil to commodity markets and gas (LHG) to power/electricity producers 4. Value ... Show
more content on Helpwriting.net ...
And IT maxims that should later support the 10 year vision: * Producing at lowest costs through
better use of IT in well monitoring and field automation; * Improving communication between
production sites and (overseas) gas customers; * A high quality, easy accessible data warehouse; *
Accelerated development of young graduate staff within the IT department.
––––––––––––––––––––––––––––––––––––––––––––––––– Part 2 Organizational governance
problems: Within Natepco there are a lot of issues going wrong. A lot of employees are complaining
about the way the IT department is working with in the organisation. The exploration manager
complains that the IT department doesn't really understand what business Natepco is in. The IT
department take too long to resolve problems. He makes a point that the IT department is a joke.
The Quality manager complains that the IT department isn't equally aligned with the vision for
Natepco. A support engineer explains that he never saw any figures on how IT is doing. He claims
that

The Importance Of Governance And Value Chain
Introduction IT governance is a way that organizations establish a structure for decision making,
how they describe the leadership and establish who will be accountable for the IT work that needs to
be done. IT governance needs to start at the top and every other level in the organization need to
participate for it to be successful. Governance is especially important within IT because it helps
them to better understand the requirements and strategies of the business. IT is then in a better
position to mitigate IT risks which in turn make them more of a value to the business than just an
expense.
IT Governance and Value Chain IT governance can be defined in many ways, but Weil (2004) best
defines it as "specifying the framework for ... Show more content on Helpwriting.net ...
Information Technology Infrastructure Library (ITIL) fits IT service delivery because it is split into
two generic standards which are service delivery and support. Implementing Information
Technology Infrastructure Library (ITIL) is a challenging undertaking for information technology
(IT) departments. ITIL requires orientations toward the customers' needs, services, and
organizational processes, which more technically oriented IT departments may find challenging.
They go on to explain ITIL by letting us know that it consists of 25 processes, covering almost every
task in IT operations, which must be analyzed and redesigned during an ITIL implementation, and
consequently, ITIL will affect almost every member of the staff and lead to the rearranging of work
practices and worker roles. (Iden, Eikebrokk, 2014, p. 292)
IS role in support of the value chain There has been a long need for IS governance within
organizations. Information security governance is important to organizations because they have a
real need to change their views on IT functions and not just consider them to be solely technical
issues. There are four value streams in the IT value chain that the IS role supports. Those four
steams are as follows: the strategy to portfolio, the requirement to deploy, the request to fulfill and
detect to correct. These four value streams are at the center of the service model. They work together
and play a vital role then it comes to the support or the supply chain.

What I Have Learned During The Whole It Strategy And...
1. Introduction
This portfolio focus on what I have learned during the whole IT Strategy and Control paper, a
critical reflection of this paper would be provided. This reflection includes the key points, support
reference and the demonstration of my own understanding about the paper itself and all of my
personal understandings are based on the learning outcome of this paper. In the first part of this
portfolio, I would discuss all the key IT Operations Management framework which have been
introduced in the paper, the analysis of the processes based on my own understanding would be
given. In the second part, analyze processes required for aligning IT infrastructure and operations
with the business goals of an organization would be talked about, and I would focus a business
organization which has been mentioned in the caselets as a sample. In the third part, some critical
evaluate operational IT organizations and their processes against the studied models would be listed
and analyzed. In the last part, the recommendations and analysis of my own would be given against
those organizations (caselets) which have some problems and current issues arising from the
implementation of the IT framework.
2. Key IT Operations Management frameworks
In this part, I would analyze and demonstrate two key IT management frameworks (ITIL and
COBITS) combine with what I have learned in this paper. The concept of IT Operations
Management would be given associates to my personal view, and I would

Responsibilities for IT Service Desk
In COPC's view, the main responsibilities of IT Service Desk can be described in various parts. The
first part is accept customer request (via telephone, e–mail, fax and etc.). The second part is record
and track incident and users' feedback. The third part is update users the current status and progress
about their request in a timely manner. The next part is primarily evaluating users' request according
to the Service Level Agreement, try to resolve it or assign to the related persons. Monitor the
implementation of policies according to the Service Level Agreement, propose to revise policies if
necessary. Manage the life–cycle of each service request. Communicate with users if Service Level
Agree is adjusted. Coordinate 2nd tier and 3rd tier support team. Provide management related
information and suggestion, improve service quality. Discover the problem in IT Service operation
from users' feedback. Discover users' requirement of training and education. Terminate incident and
confirm resolution with users.
However, the result is not good due to the following reasons: The first reasons is the Service Desk
engineers' skill cannot be improved by handling real tickets, which caused high attrition rate and
higher training cost. 2nd tier technical engineer spent a lot of time in replying easy questions and
inquiry, the engineer cannot focus on the technical part, and the work efficiency is low. The next
problem is there is no a centralize method to manage and update

Human Service Manager Interview Questions
Interview Questions Q1. If we used an external organization to help us develop part of our service,
what would that be called? Q2. Can you name a risk that might occur whilst designing a service?
Q3. Can you name 3 types of SLA? Q4. In your opinion, what should an SLA contain? Q5. Why
would you use SACM? Q6. What is an OLA? Q7. Why do we need CSFs? Q8. When would we
create a Service Design Package? Q9. What type of information would you store in the Service
Catalogue? Q10. Can you give an example of a policy? Q11. Why would you use Change
Management? Q12. What are the steps you would follow when a Change Request comes in? Q13.
What information would you attach to a Release Policy? Q14. What inputs ... Show more content on
Helpwriting.net ...
What is ITIL? 2. What is IT Service Management (ITSM)? 3. What are the main differences
between ITSM and ITIL? 4. Are you ITIL certified? 5. Is it possible for an organization to be ITIL
certified? How? 6. What is ISO 20000? How does it relate to ITIL? 7. What is an IT service? 8.
What does service management excellence mean to you? 9. What is the business value of ITIL? 10.
What are the benefits of ITIL? Are there any drawbacks to using ITIL? 11. Why has ITIL become
such a popular framework? 12. What are the stages of the ITIL lifecycle? 13. What is the most
current version of ITIL? 14. How does ITIL help to reduce costs and minimize total cost of
ownership (TCO) for IT investments? 15. Is it possible to calculate a return on investment for ITIL?
How? 16. Does ITIL improve time to market for new IT services? How? 17. Does ITIL reduce IT
risks? How? 18. What challenges might an organization have to implement ITIL processes? 19.
What tools are required

Application Of A Job Description
Introduction
A Job Description is defined as "A written statement explaining the purpose of a job, what activities
are preformed, the conditions under which they are accomplished and the performance standards
required." (Stone, 2013, p.186). The purpose of the Job Description is managing the development of
processes to improve Information Technology (IT) service delivery and be able to submerge it in the
daily operations. Also establish an operational function, which allows changes into the IT
environment as outlined in the Information Technology Infrastructure Library (ITIL) framework.
The benefits that the employee hired will be using sound project management techniques to
implement some of the ITIL best practices, the quality and availability of IT services will be
improved. This position will assist IT Client Services, Technology Services and Information
Systems to embed best practice into the daily routine. The establishment of the Release Management
function will ensure that any major changes are tested, communicated and documented before
release. This will reduce the disruption that can occur with the release of changes.
Firstly, I will be discussing in detail the tasks/activities required with the skills knowledge and
abilities to carry out the task in the position of a IT process Manager. Secondly, a suitable
recruitment approach in order to find the best person to fit to this position and finally, a selection
approach.
Job Analysis
Job Analysis "A systematic

Operations Management At Sainsbury 's Value Chain
Operations Management is the systematic (where everything can be defined, measured and
managed) control of processes that translates inputs into services and products (output). All the
processes are linked together to form a supply chain and all the operations are about transformations
(adding value). Two types of operation systems are used : opened and closed–loop. The first one
treats time (speed) as a high priority and starts from the input, through the process to the output. In
the opposite, the second one includes a control stage between the process and the output and, a
feedback at the end. In the first part, I'm going to describe briefly some of Sainsbury's operations
using Porter's value chain.
Two categories of operations management exist : service or manufacturing based. Services processes
can be analysed through the customer–contact matrix, the degree of labour intensity–degree of
interaction and customisation, and the volume and variety against customer contact. In this case, by
delivering goods ordered online to customers from a local supermarket, Sainsbury's more like a
service process because their outputs are perishable ; there's a low customer contact (face to face or
moment of truth) ; there's a short response time (feedback is quick) ; it is labor intensive ; the quality
is not easily measured ; and there is low level of customisation (basic process). It is the downstream
part of the supply chain.
The value chain–lean system starts with the inbound

Handling Open Incidents Effectively Within It Services...
HANDLING OPEN INCIDENTS EFFECTIVELY IN IT SERVICES MANAGEMENT
ABSTRACT
The main objective of IT Service Management (ITSM) is to ensure that all business processes and
resources are optimized and implemented using the best practices defined in ITIL (Information
Technology Infrastructure Library) to meet the organizational goals. ITIL defines Incident
Management process to manage and restore the normal service operations from the disruptions
minimizing the impact to the business. This study focusses on improving the performance of an
organization by the effective management of open incidents. The research proposes generating
reports from incident management tool and increasing the rate of resolving the incidents through a
systematic process ... Show more content on Helpwriting.net ...
Organizations are concerned with the effective implementation of incident management since any
service incident could cause a huge loss and a setback to business continuity.
Organizations looking for 'quick wins ' have taken up ITSM and have not seen the positive outcomes
of its implementation as they are confused on how to implement it. This is due to the fact that ITIL
doesn't provide the guidelines of how to implement the management standards and it is up to a
business how they perceive it and implement as per their needs and requirements (Pollard & Cater–
Steel 2009).
The main objective of this study is to provide a strategy for optimizing and improving the IT
services incident management. For the effective implementation of incident management process,
reducing the number of open incidents is one of the most advisable approach but has not quite been
effectively implemented by existing work. This research provides a methodology of systematically
handling the incidents addressed by the users to be handled by the respective IT support staff and to
generate reports for keeping a record of the open incidents which serve as a basis for the
management to assess the performance of the incident management tool, look for solutions of most
frequently occurring incidents and develop strategies to reduce the number of incidents.
II. BACKGROUND TO INCIDENT MANAGEMENT
Incidents are the service disruptions that

The Service Of Service Design
We have learnt from Servicer Strategy that service means to provide guidance on design, and how to
implement them according to the needs of the customer. From the service lifecycle Service Design
comes after the service strategy (Annexure A). The service design is not limited to new services, but
also to old services which are need to improve the service design which are necessary to maintain
the value to customers. The main objective of service design is designing an innovative idea or to
change an existing design into a live environment. To change a design or to implement there are
several requirements. These requirements are taken from the service portfolios and they are
analyzed. There are teams which will indulge in this process and ... Show more content on
Helpwriting.net ...
They said that design is moving closer to the social innovation linking its characteristics at different
levels. For example, service and relationships to social needs or improving life conditions and social
situations.
In order to successfully implement the plan of design or projects of service management there has to
be efficient use of 4P's: The People, the Process, the Products and the Partners. To function the
service management, the 4P's must be overlapped to each other. There should balance between all
the 4P's to ensure safe and appropriate design. The design approach must be comprehensive,
because most of the problems faced by the organizations are focus on the functional requirements.
The design architecture should be considered from all the aspects. Therefore, there are several
design aspects, they are: Service level management, Availability management, Service catalogue
management, Security management, Capacity management, IT service continuity management.
Service Level Management:
Service level management is an important link between IT and business. Service level provides a
good foundation for good quality service, cost reduction IT services and ensuring compliance with
the service goals and customer's expectations. An effective service level system will always ensure
that the key aspects are met in time where risks is not into picture. For an effective business, IT
service level provider can improve clients service delivery and satisfaction.

Taking a Look at Availability Management
Table of Contents
Introduction 1
What is Availability Management? 1
What does it consist of? 2
How does Availability management Work? 2
What is the IoE? 2
Issues Surrounding IoE 3
Advantages of IoE 3
Disadvantages of IoE 3
Linking IoE to Availability management 3
Impact of IoE on Availability Management 3
Positive Impact 3
Negative Impact 4
Conclusion 4
References 4
Bibliography 4
Introduction
In this research assignment I will be discussing the impact of Internet of everything on availability
management. I will begin by discussing availability management about what it is and how it works
and then I will go into discussing the IoE by giving a brief explanation about what it is and what it
can do etc. only then will I go on to discuss the impact of IoE on availability management. This
assignment to the best of my ability is that of my own with help of certain resources, so enjoy the
read and hopefully you will have learnt something new at the end of the assignment.
What is Availability Management?
Well availability management is one of the IT service management (ITSM) component particularly
in the ITIL service delivery area. In more detail availability management is responsible for making
sure that the application systems are up and 'available' for use according to the agreement of the
Service Level Agreement (SLA).
What does it consist of?
Availability Management consists of certain activities and these activities include:

Determining the business's real

MS 101 Answers Arranged Essay
True / False
1. In event notification, a device is interrogated by a management tool, which collects certain
targeted data. This is called polling
True
1. Failed CI cannot be called as incident if service performance does not degrade
False
2. As per ITIL, a 'problem' is defined as the case of one or more incidents
True
1. Failure of a Configuration Item not resulting in disruption of service is also called as an incident
True
2. Utility and Warranty can be explained as Increases performance average and Reduces
performance variation
True
3. Improvement cannot be achieved without clear and unambiguous accountabilities
True
4. Release Window is same as Change Window
True
5. Release Management should update KEDB for all error which is ... Show more content on
Helpwriting.net ...
The cash registers in a supermarket experience network disruptions daily between 4 p.m. and 6 p.m.
Which ITIL process is responsible for solving these difficulties on a structural basis?
Problem Management
16. Which of the following is a benefit of using ITIL?
That the quality and the costs of the IT services can be controlled more efficiently
All the above / Both of them
17. Effectiveness and Efficiency is the driver in every facet of the service operations, which of the
following statement is true – 1. A measure of whether the objective has been achieved is called
effectiveness, 2. A measure of whether right amount of resources has been used to deliver an output
is called efficiency
Both 1 and 2 are correct
18. In the context of service operations managing day to day activities, which of the following
statement is true – 1. Functions are logical concept covering people and technology to perform tasks
from a defined process on an ongoing basis, 2. Departments are the formal organization formed to

perform task from predefined process on an ongoing basis
Statements 1 and 2 are correct
19. Which of the following aspects of Service Management would be included in the scope of Event
Management?
All of the above
20. Which statements about the Service Knowledge Management System (SKMS) are CORRECT?
All of the above
21. Significance of the events can be categorized as:
All of the above
22. Incidents can be logged by
All of the above
23. In Service Transition phase, Problem

Project Plan For The Pilot Project
In this level, all the information that is needed for the Pilot project to be designed will be collected
from the Narayana Health. All the Collected information will be documented as SRS Document.
Time duration: 10 days
Resources: Business Analyst & Technical Team
Task 2 – Design Phase
Based on the SRS document, Design will be planned and developed by the development team. Time
duration: 5 days
Resources: Software Developers, Network Administrators, Server administrator and the Database
administrators.
Task 3 – Development Phase
This phase is also called as Coding Phase. In this Phase, as per the design documentation, coding are
coded from the scratch.
Time duration: 10 days
Resources: Developers who has designed the Design Document ... Show more content on
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People – The first stage of implementing the plan is to make sure to we have the right people on
board. The right people with required competencies and skills that are needed to support the plan.
Resources – We should have sufficient funds and enough time to support implementation.
Additionally, employees must have enough time to implement what may be additional activities that
they aren't currently performing.
Structure – Setting the structure of management and appropriate lines of authority and having a clear
lines of communication with your employees.
Systems – Both management and technology systems should help track the progress of the plan and
make it faster to adapt to changes.
Culture – Creating an environment that connects employees to the organization's mission and that
makes them feel comfortable.
Conducting a review of current hospital specific systems where there are issues around data capture
and propose workable solutions.
An Accountability Framework – Vision & Principles and agreement on roles and responsibilities for
the parties that will participate in the implementation of the Pilot project.
A Communication Plan – To whom and how we are going to communicate about the
implementation, deployment plans, etc.
A Work Plan –An overview of tasks and timelines required to ensure all the supporting processes
and infrastructure are put in place.
Deviations from the targets will be addressed immediately through a clearly

The Information Status Of The Information Technology...
Abstract
The analysis will pose a good go ahead in the industry and it will eliminate the possibility of too
much theorization. The main aim of the paper is to avoid the problem of too much theory about the
fore mentioned ITIL. The data that will be used will be usable will be mainly from the survey of the
companies which are in the Nordic region. (Cartel, 2015)
The research focuses on the investigation of the implementation of the information status of the
Information Technology Infrastructure Library (ITIL).This research poses an advantage of
investigating the implementation of the ITIL functions and processes and the impact it has on the
implementation in the real life situations.
Main Aims
Investigate how to implement the ITIL ... Show more content on Helpwriting.net ...
The only notable figures who have contributed greatly to this industry are Aileen steel who with her
colleagues has conducted an annual survey in Australia giving very distinct exceptions in this
industry. (J.Iden, 2016)
The software tools are based on the module programs most commonly each ITIL process is assigned
one module for efficiency and keeping track. The software is divided into three types namely
Gold
Silver
Bronze
The above categorized types of software tools are divided on the basis of the height of the level of
their compliances to the ITIL functions and needs. The main achievement was that42 softwares were
licensed to operate and work to promote the services in the information technology world. Based on
the open software many companies are on a rise to develop their own software and this is a positive
step worthy acknowledging
Introduction of the implementation of ITIL involves more than just words to make it a success, so
many tools are involved besides the model itself, which include the software tool for ITIL and
management of the whole project as a whole. The main purpose of the software tool is to keep track
of the cases which are handled by different types of processes. They are also used for logging of the

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