信息技术服务管理(参考答案)

Unit 1 assignment

1) What is ITSM (Information Technology Service Management)based on your

online search results?

Answer: IT service management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business, including design, management, delivery, and evaluation. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. It refers to the implementation and management of quality IT services that meet the needs of the business. ITSM is performed by IT service providers through an appropriate mix of people, process and information technology.

2) What is your understanding on the profit chain in IT Industry? And why? Answer: The IT industry uses the service path to make profit. Unlike the traditional path, this path focuses on the customers. When customers encounter an incident, service providers struggle to reach a satisfying solution to offer an enhanced service operation to customers. And as the development of the world, service path and customers’ requirements tend to expand. Owing to the improved customer satisfaction and retention, the revenues will increase, thus the profit will also increase.

3) Why it’s said Google as a Service?

Answer: Google offers services based on the users’ needs, design things for evolution and finds opportunities of creating new products from users’ perspective. And it cares about multiple kinds of customers. A service is the non-material equivalent of a good, and Google provides it, such as Blogger, Gmail, Google map and so on.

4) How could you effectively measure the benefits of an IT service from the

service-profit triangle?

Answer: Evaluate the Internal Service Quality. Employee Satisfaction ( Customer orientation/quality emphasis. Allow decision-making latitude. Information and communication. Provide support systems. Foster teamwork. Workplace design. Job design. Employee selection and development. Employee rewards and recognition. Tools for serving customers). Customer Satisfaction (Attractive Value. Service designed & delivered to meet targeted customers’ needs. Solicit customer feedback). Customer Loyalty. Revenue Growth and Profitability. Additionally, we can measure by previous experiences.

Unit 2 assignment

1) What could be the major differences between UNIX and Windows? (hint: online

searching)

Answer: First, Unix is safer and more reliable than Windows. Unix prevents one program accessing memory or storage space allocated to another as well as requires

users to have permission to perform certain functions. And it requires less administration and maintenance to maintain a Unix system. Second, the process hierarchy is different. Third, Unix uses daemons while Windows has service processes. Therefore, Unix is better at handling multiple tasks. Forth, Unix has a novel approach to designing software. Fifth, Unix lacks standardization. Sixth, Unix don’t use a GUI while Windows do.

2) What is incremental backup in Data Backup and Recovery management? Answer: An incremental backup includes only those things that have changed since the previous backup and saves those things into a separate, additional, backup file or location.

3) Who may need SaaS? Why?

Answer: SaaS is typically accessed by users using a thin client via a web browser. For Saas could decrease bandwidth and does not need professional computer or IT knowledge, it becomes the best approach to use advanced techniques for many small enterprises.

4) What may be the major challenges to the software developers while designing

software as a service?

Answer: The major challenge to the software developers while designing SaaS may be realizing the goal of high-performance, flexibility and configurability of softwares. What’s more, the multiple restraints of SaaS, including massive data and high concurrency also require methods beyond the traditional software developing.

Unit 3 assignment

1)W hat are the major limitations when applying RFID technology?

Answer: High cost of the RFID. Data ownership and security. Signals can be blocked in some environment. Lack of flexible and global standards. Cross-company data sharing model has not been defined. lack of professionals.What’s more, privacy remains a concern.

2) What might be the pros and cons of Cloud Computing?

Answer:

Pros: Easily accessed. Highly and instantaneously scalable. Having a consistent quality of service. Providing easy application development and deployment. cheap, save space,rosourse and money. Cons: Loss of control over data. Risk of security. Integration with existing systems. Risk and migration cost may be too high. Data and application Portability. Governance / Management. Metering / Monitoring

3) Based on the evolution of Cloud Computing, what should be the key features of

next generation network in your opinion?

Answer: Re-centralized. More detailed --- shared Infrastructure, transparent delivery of services and ubiquitous access with high bandwidth, low latency. It is the convergence of service provider networks that includes the public switched telephone network (PSTN), the data network (the Internet), and, in some instances, the wireless network as well.

4) What are the motivation and technology for smarter cities?

Answer: Smarter cities are cities that drive sustainable economic growth by Leveraging information to make better decisions, anticipating problems to resolve them proactively, coordinating resources to operate effectively.

Unit 4 assignment

5) What should be the job responsibility of an IT Architect?

Answer: Like a buil ding architect, much of the IT Architect’s work is focused on the front end of the solution life-cycle. The architect acts to translate between the problem domain concepts of the client and the solution domain concepts of the builder.

Analyzes the required functionality to identify required technical components

Provides a basis for the specification of the physical computer systems

Defines the structuring and strategy for connection of system elements

Provides the rules of composition

Assists in the analysis of service level requirements to design a means of delivery

Provides a decision trail which allows the system to evolve overtime

6) Without architecture vision, what you will do while designing e-Business

systems as IT services?

Answer: Without architecture vision, there would be much more difficulties. We can't Identify architecture documents which describe the correct aspects of an architecture and we are not able to participate in architecture reviews and identify flaws in architecture representations

7) Among those e-Business patterns, which one may be more helpful to enhance

customer satisfaction? And why?

Answer: Business patterns. Because they are the basic building blocks for solutions and they provide a non-technical view. And among these, the Collaboration is more helpful to enhance customer satisfaction, because users working with one another to share data and information. During the communication, customer satisfaction may be enhanced.

8) What is IBM CCRA (Cloud Computing Reference Architecture) and what are the

usages?

Answer: CCRA is intended to provide guidelines for creating a cloud environment. It can document Business Environment, document Standards, document Technical Environment, and analyze and Prioritize Workloads for Cloud.

Unit 5 Assignment

1)W hat are the key factors to enable IBM’s IT service success in Ford Motor? Answer: User-to-Business: Host Integration

User-to-Business: Non-Transactional

User-to-Business: Transactional

Application Integration: Enterprise Application Integration Hub

User-to-Data: Data Warehousing

User-to-User: Portals and Collaboration

Composite: Electronic Commerce

2) What are the differences between service support and service delivery in ITIL? Answer: The Service Support ITIL discipline focuses on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions.

The Service Delivery discipline concentrates on the proactive services the ICT must deliver to provide adequate support to business users. It focuses on the business as the customer of the ICT services.

3) What may be the relationship between problem management and incident

management?

Answer: Problem management differs from incident management. The principal purpose of problem management is to find and resolve the root cause of a problem and thus prevent further incidents; the purpose of incident management is to return the service to normal level as soon as possible, with smallest possible business impact.

4) What is the relationship between ITIL (IT Infrastructure Library) and ITSM (IT

Services Management)?

Answer: IT Service Management as a concept is related but not equivalent to ITIL which, in Version 2, contained a subsection specifically entitled IT Service Management (ITSM). (The five volumes of version 3 have no such demarcated subsection).

Unit 6 Assignment

1) How will you know if you could be succeeded on managing an IT

project/service?

Answer: First, know an assessment of the likely quantitative result

Usually applied to effort, project cost factors and the schedule

Used with an indication of accuracy

Usually used with a modifier

Completed at a level that is appropriate for the decisions being made with the data

2) What are the different focuses between IT project management and IT service

management?

Answer: IT Service management uses IT Project management’s skills, approaches, methods. The Project Management focuses on everything that is required to make the project a success. IT Service management focuses on customers.

3) Do you prefer to use the Milestone-Focused planning approach? And why? Answer: Yes. In any of these approaches, or instead of these approaches, you may identify critical checkpoints indicating the completion of a significant achievement, deliverable, stage of work etc. These "milestones" are inserted into the plan as control points for management and reporting.

They often represent important review points or interdependencies in the plan. In high-level planning, it may be appropriate to start from a network plan only showing milestones and their dependencies.

4) Which estimating approach may be more suitable for a software project in a

start-up company? Why?

Answer: Top-down meets bottom-up. It’s an overall estimate is calculated for the project. Individual estimates are then calculated, or drawn from previous plans, to represent the relative weights of the tasks. The overall estimate is then apportioned across the various summary and detailed level tasks using the bottom-up figures as weights.

Unit 7 assignment

1) During a service/project why things need to be changed?

Answer: Change can result from scope creep when a baseline is not defined comprehensively. It can relate to either the work content or the management of the project.The first project structure will appear in a variety of changes, which may include mergers, acquisitions, end,and the generation of new departments, new business leaders, new products, new accounting structure the new location, etc.; followed by the use of the technology is developing constantly updated, and may have a new customer demands.

2) How do you deal with people’s nervous state due to organizational change? Answer: The key skills required are founded in business psychology and require "people" people.

I would communicate and exchange share.

3) How do you practically assess and mitigate the risks in a small business? Answer: First, we need a quality audits. Quality audits confirm the implementation of approved change requests, corrective actions, defect repairs, and preventive action. Then, the outset of the project risk assessment, can do the following things: Headline risks should be considered as part of the overall benefit model during the Project Definition; Consult with an appropriate expert; Specific activities to examine risk; Procedures and technology for managing risk.

4) How do you maintain the quality work in a fast software development project? Answer: Quality is planned in, not inspected in. The development and maintenance of a project quality team facilitates work that is performed appropriately and that conforms to the customer's requirements. The most important thing is to keep learning , because this industry is too rapid, it is necessary to continuously add knowledge of reserve. Second is to maintain a good attitude to face all the problems to occur.

Unit 8 assignment

1) How much communication do you need to manage an IT service project in a

start-up company?

Answer: exchange of needs and service goals, identify and remedy gaps in the information that was disseminated, publicize and celebrate the success, recognize and applaud the contributions

of all concerned.

2) How do you plan to build good team spirit in a small IT service organization? Answer: Establish a common goal, foster a common corporate values. Managers play a good role model and actively discover their common interests, maintain regular communication.

3) What is your opinion on the "good guy" and "bad guy" roles of an IT project

manager?

Answer:A similar balance should be achieved between the stimulus generated by the availability of opportunities versus the instinctive survival reaction to threats.The best compromise can sometimes be achieved by people taking on different "good guy" and "bad guy" roles. Each manager needs to be able to play both roles.

4) What may be the factors to keep you away from being confidence? And how

would you improve yourself?

Answer: Never done it before. Not an expert. Fear to fail. Too much work.

To improve the situation, Positive Attitude is the foundation. Setting goals may also help, as well as building up knowledge. Then, we need to package ourselves and stretch our limits. Other details should be paid attention too.

Unit 9 assignment

1) How could you mitigate the anxiousness prior to a public speech?

Answer: Well preparation. Self-confidence. Presentation of the content. Bravery.

2) What strategies you can utilize on negotiating the price of an IT service? Answer: Clearly know what you want the maximum and minimum target goal. Negotiations to prepare a variety of form so understand the negotiation of different cultural backgrounds.

3) What specific strategies you may use during job-interview in a career service? Answer: A firm, non-sweaty handshake, eye contact, and a nice smile make you seem likable. Prepare to engage in small talk. Be prepared with everything you can possibly know about the company and the person who is doing the interview. Don’t sit down until you are invited to do so. Open with penetrating questions that prove beyond a doubt that you've done your homework on the company, the position, the department, the industry, and/or the competition. Practice your answers to commonly asked interview questions. If asked to talk about yourself, always answer from a professional sense. Leave them wanting more with the quality of content you add to the conversation. Mirror the body language of the interviewer. Your interview strategy must include proof that you have successfully completed job-relevant tasks.

4) How would you handle the emotional situation that you made a presentation at

work and received a significant amount of critical feedback, much of it negative? Answer: Put your problems into proper perspective. Take steps to move beyond negative

emotions such as envy, anger, jealousy and hatred. Self-reflection, to find their own problems, according to critics.