1. The Goal for Service Level Management is to maintain and improve the IT service quality through a constant cycle of agreeing, monitoring and reporting upon IT service achievements
Reporting and management of all services
measuring existing services and the potential future requirements
monitoring service failures, reduction of service risks
2. Good example of a service can be described as? Unix Server
Payroll Processing
Firewall
Wide Area Network
3. What is the role of the Emergency Change Advisory Board (ECAB)? To assist the Change Manager in ensuring that no urgent Changes are made during particularly volatile business periods To assist the Change Manager in evaluating Emergency Changes
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What type of security tests need to be performed?
How to create information security awareness in the organization?
What are the pricing or chargeback models
15. Facilities Management refers to? The Management of an outsourcing contract
The Management of the physical IT environment, such as a Data Center
The Management of IT services that are viewed as “utilities”, such as printers or network access The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure
16. Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options? Insourcing relies on external organization(s) resources; outsourcing relies on internal resources Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning Insourcing relies on co-sourcing; outsourcing relies on partnerships
Insourcing relies on internal resources; outsourcing relies on external organization(s) resources
17. Which of the following can be considered as a direct benefit of using a service desk? Enhanced focus and a proactive approach to service provision
Managing the business relationships with the suppliers
Usage of the Incident logging form to report Incidents
Measuring, recording, analyzing and improving customer satisfaction
19. How does an organization use Resources and Capabilities in creating
Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management
Some offices and other business may use additional specialist equipment, depending upon the nature of the business and the needs of the staff. Examples
Service management combines the required services with organizational solutions and thus new generation user service becomes simplified. These forthcoming services are necessitated to be interrelated and combined in order to meet the demand of socio- economic factors such as environment analysis, safety measurement, climate management, agriculture modernization
Unit 12- P2: Explain the impact of organisational policies and procedures on the provision of technical support In this document I will be explaining the impact of organisational policies and procedures on the provision of technical support. In the modern world, IT Support is a major factor which is necessary in order to progress and function properly. In big organisations, tech Support departments work tirelessly every day to provide quick and effective support for users with faults.
Limoncell, T. A., Hogan, C. J., & Chalup, S. R. (2007). The Practice of System and Network Administration, Second Edition. Addison-Wesley Professional.
You may think you’re saving money by taking care of your own IT; but in reality, you’ll end up spending a lot of money on buying new hardware and software and buying updates for your new software. And since time is money, you’ll spend a lot of money in the form of time teaching yourself how to use new hardware and software and training your employees. Getting professional help means you won’t have to cross your fingers every month and hope you don’t have a big computer expenditure that you didn’t see coming. With IT support services, you’ll pay one set fee a month with no surprises and you’ll get help on demand from technicians whose only job it is to handle computers and computer problems.
Prepares, communicates and educates client groups and team on changes in policies and practices within the organization.
Change is an ongoing and never ending organizational process. Change is often planned because of conflict between the desired and actual state of affairs. Conflict may arise because of difficulties in reaching performance goals or because new goals have been created (Sullivan & Decker, 2009). Making these changes in the workplace is stressful for everyone involved including the staff, the management, and the consumer. The role of the staff is vital for the change process to be smooth and the staff may be resistant to the changes, causing a systematic breakdown. It is the
“Here is a spoon. Please dig a 30-foot trench in the next couple of hours, please.” To most people, this is a ridiculous request as there are a vast amount of better suited equipment available to complete the job within the specified time. Yet, when companies do not align their Information Systems (IS) and Architecture with organizational business and strategic needs, their processes, equipment, and efforts prove ineffective and costly. For this reason, companies need to invest time and money into planning, investigating, and selecting the right software solutions, architecture and vendors to help them achieve high productivity and return on investment.
Positive or negative, change can be challenging to manage because employees need to be on board and be obliged to make necessary changes as well as adjust his or her work habits. When implementing change, a manager may run into numerous obstacles from resistance from the staff to morale issues. This is primarily caused by a lack of understanding by the employees and a fear of how the change will affect him or her directly. Implementing change within an organization can be extremely difficult without a manager who understands d his or her role and responsibilities. This could be the deciding factor of whether or not the
Budgeting for technology is difficult when IT equipment may sudden experience problems, but managed IT service provides take care of all maintenance, so organizations can better budget for service costs and prepare for upgrades. Many managed IT service providers incorporate repair and service work into the contracts.
Applied Technology Services provides a wide array of Enterprise equipment maintenance services through ATS CareSM which includes desktop and printer maintenance in and out of warranty, server installation and maintenance and network support. Applied Technology Services specializes in supporting multi-vendor PC environments from the desktop through the mid-range and enterprise network environment. Types of hardware supported includes: servers, laptops, desktops, laser printers, scanners, plotters, matrix printers, hubs/routers, wireless devices, video conferencing equipment and other mid-range
Limoncell, T. A., Hogan, C. J., & Chalup, S. R. (2007). The Practice of System and Network Administration, Second Edition. Addison-Wesley Professional.
The range of IT management and infrastructure services encompasses service and help desk services to single-point-of-contact assistance; data center services, network and server monitoring and support; equipment procurement, configuration and maintenance, as well as asset tracking and installs, moves, adds, and changes for a wide range of devices.
The researcher focused on managing IT assets only because past and existing manual systems had too many loopholes which resulted in the organization losing valuable IT assets due to theft and or abuse by employees. Unlike other tangible assets of the organization IT assets have a shorter life span and often switch many hands within a short period of time hence difficult in most cases to trace their whereabouts.