Summary: Ict Service Management

Study material generic cover image
  • This + 400k other summaries
  • A unique study and practice tool
  • Never study anything twice again
  • Get the grades you hope for
  • 100% sure, 100% understanding
Use this summary
Remember faster, study better. Scientifically proven.
Trustpilot Logo
PLEASE KNOW!!! There are just 83 flashcards and notes available for this material. This summary might not be complete. Please search similar or other summaries.

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

  • 1 Introduction, information technology & framework for information management

    This is a preview. There are 5 more flashcards available for chapter 1
    Show more cards here

  • 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)
    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?

    Operations, project, HR, financial, supplier, services & quality management

    Busienss-IT alignment, set up, maintain IT decision structures, exert control
  • 2 IT Management

    This is a preview. There are 12 more flashcards available for chapter 2
    Show more cards here

  • 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?

    - 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
    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
PLEASE KNOW!!! There are just 83 flashcards and notes available for this material. This summary might not be complete. Please search similar or other summaries.

To read further, please click:

Read the full summary
This summary +380.000 other summaries A unique study tool A rehearsal system for this summary Studycoaching with videos
  • Higher grades + faster learning
  • Never study anything twice
  • 100% sure, 100% understanding
Discover Study Smart

Topics related to Summary: Ict Service Management