Read the summary and the most important questions on ICT Service Management

• 1 Introduction, information technology & framework for information management

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• What is Porters framework?

  Arrow with primary and support activities.
  
  Primary: inbound logistics, operations, outbound logistics, marketing & sales, service
  
  Supporting: firm infrastructure, human resource management, technology development, procurement
  
  Which leads to margin

• What are the benefits of information systems?

  1. Operational benefits
  efficiency, time or cost saving
  
  2. Tactical benefits
  better realisation of its goals
  
  3. Strategic benefits
  
  Distinctions between 2 type of benefits
  Quantifiable: cost, money etc, 
  Non-quantifiable: better service or image

• What are the 4 domains of information systems?

  Business processes (top layer)
  Applications
  Data: business & application
  Infrastructure (foundation)

• What is the informations system life cycle?

  1 Conception: start, vision, role, global requirements
  
  2. Architecture: overall description
  
  3. Development: build system
  
  4. Roll-out: install and configure, training
  
  5. Operations: use the system, support
  
  6. Decomissioning: remove system

• What lies under Management & Governance?

  MANAGEMENT
  Operations, project, HR, financial, supplier, services & quality management
  
  GOVERNANCE
  Busienss-IT alignment, set up, maintain IT decision structures, exert control

• 2 IT Management

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• What ways are there to embed an IT department in an organisation?

  1. One shared IT department
  Services to all divisions, standardisation. Focus on efficiency. Reliable infrastructure, best practices
  + economies of scale, stable environment, room for development
  - ineffective services, IT is far from business, inflexible
  
  2. One IT department per devision
  Service delivery per devision. Focus on value creation, flexible and agile
  + customer intimacy, short communication, effective, specialization
  - high cost, unreliable infrastructure
  
  3. Hybrid model
  Central it department + divisional departments
  Centralised: desktop, network, printing, storage
  Decentralised: applications, services

• Why use an external partner for IT services?

  WHY?
  - Focus on key competences
  - Insufficient in-house competences
  - Better service
  - Cost reduction
  
  Types: desktop, server, application, support or even complete outsourcing

• What are the pros and cons of cloud computing?

  Advantages: easily scalable, cost savings, limited staff requirements, no capital just expenses
  Risks:
  security and privacy, regulations and compliance, lock-in

• What five standards for IT management are there?

  ITIL: best practices in IT services, detailed, widely used, not prescriptive
  
  ISO/IEC 20000: subset of ITIL, normative standard, basis for certification and audit
  
  COBIT: governance framework, describes management processes, focus on goal achievement and control
  
  IT4IT: architecture for IT management, supply chain approach, prescriptive
  
  CMMI: general framework, best practices for services delivery, maturity model

• How does ITIL work?

  Follows the services life cycle?
  
  1. Service strategy:
  - how to add value, create services, organise IT. 
  - Management of portfolio, financial, demand, business relationships
  
  2. Service design:
  - general design principles and identify requirements. 
  - Management of service catalog, capacity, availability, suppliers.   
  
  3. Service transition
  - planning and communication issues
  - management of change, knowledge, transition, service validation, release and deployment
  
  4. Service management
  - principles of proper IT operations, guidelines on monitoring
  - management of events, incides, requests, problems and acces.
  - Service desk: local, centralised or virtual
  
  5. Continual service improvement
  - better services, reporting, benchmark, quality
  - service improvement, measurement, reporting