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CMIS 4601 Course Introduction

Provides students with an overview of the service management industry and its impact on information systems. Students will be introduced to the service management processes, functions, roles, and responsibilities. Students will gain knowledge of the service management lifecycle and its application in business environments. Students will learn how to apply a service management framework to plan, design, implement, operate, monitor, review, and improve services. The CMIS 4601 Course will cover topics such as service strategy, service design, service transition, service operation, continual service improvement (CSI), and release and deployment management.

CMIS 4601 Course Description

CMIS 4601 Course is a study of the process and methods used to manage the operation and service of information systems, with a focus on quality assurance. Students will learn how to implement systems based on operational requirements and performance metrics using quality management techniques and processes. Prerequisite: CMIS 4602 or equivalent.

Universities Offering the CMIS 4601 Course

Other CMIS 4601 Courses in Service Management* (5 credits)

*Students who have taken one of the above CMIS 4601 Courses, or equivalent, may choose to take another CMIS 4601 Course from the list above to satisfy their elective. Please note that CMIS 4601 Course may not be available at all universities. Please check with the appropriate university for availability of CMIS 4601 Course.

CMIS 4601 Course Outline

(All CMIS 4601 Course content provided by the instructor)

CMIS 4601 Course Description:
CMIS 4601 Course provides an overview of the process and practices used to manage information systems services. Students will learn how to apply these concepts in the context of service management frameworks such as ITIL®. The CMIS 4601 Course covers topics such as service design, service transition, service operation, continual service improvement, and problem management. Students will also be introduced to key concepts in quality management, information security management, and business continuity management.

Learning Outcomes:
By the end of CMIS 4601 Course, students will be able to:
1. Understand the role of information systems in providing value to organizations
2. Understand the concept of a service and the service lifecycle
3. Understand how to design, transition, operate, and improve services
4. Understand the importance of quality management, information security management, and business continuity management in service delivery

CMIS 4601 Course Objectives

1. Understand the role of Information Systems (IS) in business organizations and how they support business processes.
2. Examine how information systems enable organizations to achieve business objectives and create business value.
3. Understand the concept of information systems service management and how it relates to other aspects of information systems.
4. Learn how to manage information systems effectively and efficiently in order to achieve organizational goals.
5. Understand the importance of aligning information systems with business strategy.
6. Understand the role of governance in managing information systems.
7. Learn about different approaches to managing information systems and the trade-offs involved in each approach.
8. Understand the concept of ITIL and how it can be used to improve the quality of information systems service delivery.
9. Learn about different tools and techniques that can be used to manage information systems effectively.

CMIS 4601 Course Pre-requisites

CMIS 4601 Course is recommended to be taken concurrently with or prior to CMIS 4602 – Information Systems Service Management Project. Students will learn about service management concepts, principles and processes. The students will also learn how to apply those concepts in the management of an IT environment in a global enterprise.

CMIS 4601 Course Pre-requisites for CMIS 4602 – Information Systems Service Management Project* (5 credits) (CMIS 4602)

Prerequisite: CMIS 4601 with a minimum grade of C- or CMGT 4600 with a minimum grade of C-. CMIS 4601 Course applies service management concepts, principles and processes learned in CMIS 4601 – Information Systems Service Management in the context of designing, implementing, and managing an enterprise information system. Students will work individually or in groups on a real-world problem using data from existing enterprises. Upon completion, students should be able to apply key service management processes, methods and tools to an actual enterprise information system.

CMIS 4601 Course Duration & Credits

CMIS 4601 Course Description:

CMIS 4601 Course is designed to provide students with an overview of the role and importance of information systems (IS) service management. The CMIS 4601 Course will cover topics such as the IS management process, service quality, customer service, and vendor management. Students will learn how to apply IS service management concepts to real-world scenarios.

CMIS 4601 Course Learning Outcomes

*The following CMIS 4601 Course Learning Outcomes listed in this syllabus may be used in evaluating your overall success in CMIS 4601 Course.

Student Learning Outcomes Assessment Strategies 1. The student will apply the concepts of ITIL to a service management simulation environment. Written assignments, projects, and exams. 2. The student will demonstrate an understanding of the core processes within ITIL including: Service Portfolio Management, Service Level Management, Demand Management, Financial Management for IT Services, Availability Management, Capacity Management, Information Security Management, Supplier Management. Written assignments and exams. 3. The student will use service lifecycle management principles and practices to solve problems and support improvement of information system services. Written assignments and exams 4. The student will evaluate the benefits of applying ITIL framework to a specific organization or application area Written assignments and exams 5. The student will apply best practices in designing service level agreements (SLAs), operational level agreements (OLAs) and underpinning contracts (UCs) to support effective relationships between customers, suppliers and service providers. Written assignments

CMIS 4601 Course Assessment & Grading Criteria

Fall 2019

CMIS 4601 Course Description: CMIS 4601 Course builds upon the foundations of service management presented in CMIS 4600, Information Systems Service Management. Students will learn advanced concepts and techniques related to identifying and analyzing customer requirements, designing and implementing services, measuring service quality, and managing service delivery. Students will work with a case study involving the development of an automated teller machine system for a fictitious bank to apply the concepts learned throughout the CMIS 4601 Course. The lecture-lab approach will include lectures, group discussions, case studies, and hands-on labs.

Learning Outcomes:
Upon successful completion of CMIS 4601 Course students should be able to:

1. Develop a service catalog based on customer requirements using relevant best practices.
2. Design a service level agreement that meets stakeholder needs using relevant best practices.
3. Implement services using relevant best practices to deliver value to customers.
4. Analyze service quality data to ensure that services are meeting customer expectations using relevant best practices.
5. Manage changes to services using relevant best practices in order to control service quality and support customer needs.
6. Use relevant tools and technologies during the design, implementation, monitoring, and improvement of services based on customer requirements.

Assessment Methods: Assessments will be used to measure student progress and understanding of CMIS 4601 Course content throughout the semester in order to improve learning outcomes.* Types of assessments may include exams, quizzes, papers, projects, presentations, and participation in class activities such as discussions and group work.* Assessment methods will be announced by the instructor at least one week prior to being due.* All assessments must be submitted by the announced due date in order for students to receive credit.* Late submissions will not be accepted unless an excused absence has been approved by the instructor prior to the assessment due date.*

Grading Criteria:* Grades for assessments will be determined based on how well students demonstrate their understanding of CMIS 4601 Course content through each assessment as well as their overall performance throughout the semester.* The instructor will use a rubric specific to each assessment in order to evaluate student work.* Specific grading criteria for each assessment will be announced by the instructor at least one week prior to being due.*

CMIS 4601 Course Fact Sheet

* This is a sample outline for the CMIS 4601 – Information Systems Service Management CMIS 4601 Course. The information below is subject to change.

CMIS 4601 Course Description: CMIS 4601 Course is designed to provide students with an understanding of service management in information systems. The CMIS 4601 Course will cover topics such as service design, service transition, service operation, and continual service improvement. Students will also learn about the ITIL framework and how it can be used to improve the quality of information systems services.

CMIS 4601 Course Learning Outcomes:

1. Understand the concepts of service management in information systems.
2. Be familiar with the ITIL framework and how it can be used to improve the quality of information systems services.
3. Understand how to design, transition, operate, and continually improve information systems services.
4. Understand the importance of communication and collaboration in service management.
5. Understand the role of people, process, and technology in service management.

CMIS 4601 Course Delivery Modes

CMIS 4601 Course delivery modes for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601) are listed below. For more information on a particular CMIS 4601 Course delivery mode, select the delivery mode from the menu above.

* This is a new CMIS 4601 Course and is currently in the process of being approved. Please check back soon for further information on CMIS 4601 Course.

CMIS 4601 Course Faculty Qualifications

(formerly IS 4601)

CMIS 4601 Course Coordinator: Ms. Kimberly Barnes

E-mail: kimberlybarnes@howardcc.edu

Office hours and location by appointment. Please contact her via e-mail to schedule an appointment.

Telephone: (410) 995-2189 (Main Campus) / (410) 506-3371 (East Columbia Campus) /(443) 518-4950 (HCC Online)

CMIS 4601 Course Syllabus

* The following syllabus is for informational purposes only and subject to change. Please refer to the Banner Self-Service System for the most up-to-date information regarding CMIS 4601 Courses and CMIS 4601 Course schedules.

**CMIS 4601 Course Description**
CMIS 4601 Course will focus on the basics of Information Systems Service Management (ISS). Students will learn about service management concepts and their application to Information Technology (IT) organizations. In addition, students will be introduced to ITIL® – a set of best practices for delivering quality IT services. The CMIS 4601 Course will discuss how organizations use ITIL to align IT services with business goals and objectives, improve customer satisfaction, and deliver cost-effective services. Students will also have an opportunity to learn about enterprise architecture frameworks such as Zachman and TOGAF. In addition, students will be exposed to some of the popular software tools that are used in service management including helpdesk ticketing systems, knowledge management systems, configuration management databases (CMDBs), performance monitoring tools, etc.

**Learning Objectives**
By the end of CMIS 4601 Course, students should be able to:

1. Understand basic service management concepts such as incident management, problem management, change management, release management, etc.
2. Understand how ITIL can be used by organizations to align IT services with business goals and objectives
3. Describe enterprise architecture frameworks such as Zachman and TOGAF
4. Identify popular software tools that are used in service management including helpdesk ticketing systems, knowledge management systems, configuration management databases (CMDBs), performance monitoring tools, etc

**Outcomes**
Students who successfully complete CMIS 4601 Course should be able to:

1. Define various terms related to service management including incident, problem, change, release, etc
2. Describe the five phases of the ITIL lifecycle
3. Explain how each phase of the ITIL lifecycle contributes to the overall success of an organization’s IT services
4. Identify some of the benefits of using ITIL in an organization
5. Describe some of the popular software tools that are used in service management including helpdesk ticketing systems, knowledge management systems, configuration management databases (CMDBs), performance monitoring tools, etc

**CMIS 4601 Course Materials**

1. Service Management: A Guide for Itil Foundation Exam Candidates – Second Edition (ISBN-10: 1596930060) by Liz Gallacher

2. CMIS 4601 CMIS 4601 Course Packet available through eCollege

6 [https://ecollegepreview-com](https://ecollegepreview-com/)

Suggested CMIS 4601 Course Resources/Books

1. Service Management for Dummies by Kinney and Miliard
2. The ITIL® Way: A Pocket Guide by ITSM Library
3. The Phoenix Project: A Novel about IT, DevOps, and Helping Your Business Win by Gene Kim, Kevin Behr, and George Spafford
4. ITSM Best Practices: A Step-By-Step Implementation Approach by Jaiwer and Johri
5. Continual Service Improvement: A Pocket Guide by ITSM Library

CMIS 4601 Course Practicum Journal

*Note: Practicum Journal is only required if your practicum is in Information Systems Service Management.

CMIS 4601 Course Practicum Journal for CMIS 4601 – Information Systems Service Management (5 credits) (CMIS 4601)

Suggested CMIS 4601 Course Resources (Websites, Books, Journal Articles, etc.)

1. Information Technology Infrastructure Library (ITIL)
2. Service Level Management: Best Practices in Achieving and Maintaining SLAs by Peter Manchester
3. “Service Level Management” by Harold Kerzner
4. “The Definitive Guide to Service Level Management” by Bruce R. Gilson
5. “Service Level Agreements: A Practical Guide” by Mickey Wadia

CMIS 4601 Course Project Proposal

Author: **Dennis M. Krohne**

Date: **March 4, 2016**

###Overview of Project
This is a service management project for the information systems management CMIS 4601 Course (CMIS 4601). The project will use the ITIL framework to document, analyze and propose improvements to an information system. The specific service that is going to be analyzed in this project is the email service at Stevenson University. The project will consist of two parts:
– Part 1 – Service Description
– Part 2 – Service Management Plan

###Part 1 – Service Description
The purpose of this part of the project is to document the email service at Stevenson University. This includes documenting the current state of the email service, analyzing problems with the email service, and making recommendations for improvement. The sections that will be included in this part are listed below:

####1.0 Introduction
This section will provide a brief overview of Stevenson University and its email system. This section will also identify the purpose of this document and provide an overview of what is contained in each section.

####2.0 Current State of Email Service
This section will describe the current state of Stevenson University’s email system. This description will include an overview of how the system works, what services are provided, and how users access the system. In addition, this section will identify any problems that exist with the current email system.

####3.0 Recommendations for Improvement
This section will make recommendations for improving Stevenson University’s email system based on the problems identified in Section 2. These recommendations will be based on best practices from the ITIL framework and other sources.

###Part 2 – Service Management Plan
The purpose of this part of the project is to develop a service management plan for Stevenson University’s email system based on the recommendations made in Part 1. This plan will include policies and procedures for managing and improving the email service at Stevenson University. The sections that will be included in this part are listed below:

####1.0 Introduction
This section will provide an overview of Stevenson University’s email system and identify the purpose of this document. This section will also provide an overview of what is contained in each section.

####2.0 Service Management Policies
This section will describe policies that should be put in place to manage and improve Stevenson University’s email system. These policies will be based on best practices from the ITIL framework and other sources. Examples of policies that could be included in this section are listed below:
– Policy for monitoring and measuring performance of email system
– Policy for managing incidents and problems with email system
– Policy for managing changes to email system

####3.0 Service Management Procedures
This section will describe procedures that should be put in place to manage and improve Stevenson University’s email system. These procedures will be based on best practices from the ITIL framework and other sources. Examples of procedures that could be included in this section are listed below:
– Procedure for monitoring performance of email system
– Procedure for responding to incidents and problems with email system
– Procedure for implementing changes to email system

CMIS 4601 Course Practicum

*CMIS 4601 Course Practicum for CMIS 4602 – Information Systems Service Management* (5 credits) (CMIS 4602)

*CMIS 4601 Course Practicum for CMIS 4603 – Information Systems Service Management* (5 credits) (CMIS 4603)

CMIS 4700 – Systems Analysis and Design I (4 credits) (CMIS 3700)

CMIS 4701 – Systems Analysis and Design II (4 credits) (CMIS 3701)

CMIS 4702 – Database Design and Implementation I (3 credits) (CMIS 2702, MATH 4054, MATH 4055, or STAT 3032)

CMIS 4703 – Database Design and Implementation II (3 credits) (MATH 4054, MATH 4055, or STAT 3032; CMIS 3703, CMIS 4702, or CS 2102; or an equivalent database CMIS 4601 Course required by the student’s undergraduate major.)

CS 2110 – Computer Organization and Programming I: Java Fundamental Data Structures and Algorithms**(4 credits)*Required for Bachelor of Science in Computer Science majors only.** CMIS 4601 Course is not required for Bachelor of Science in Information Systems majors. Students who do not wish to pursue a Bachelor of Science in Computer Science should enroll in CS 2102 instead. *

Related CMIS 4601 Courses

(CMIS 4601) Information Systems Service Management 5 credits In CMIS 4601 Course, students will learn how to align IT service management (ITSM) with business goals and objectives. Students will also learn how to use ITSM processes, practices, and frameworks to deliver quality services.

Related CMIS 4601 Courses for CMIS 4607 – Project Management for Information Systems* (3 credits) (CMIS 4607) Project Management for Information Systems 3 credits In CMIS 4601 Course, students will apply project management knowledge and skills to the development of an information system from inception through implementation. Students will develop an understanding of the project management process groups and knowledge areas and their relationships. Students will prepare a detailed project plan, including a work breakdown structure, a network diagram, a Gantt chart, and a baseline schedule. Students will produce a final project report documenting the student’s experience with planning, executing, monitoring/controlling, and closing the project.

Related CMIS 4601 Courses for CMIS 4610 – Business Process Management* (3 credits) Business Process Management 3 credits Business process management is defined as “the application of best practice methods to define and improve processes within an organization so that they may be performed efficiently, consistently, and effectively in order to achieve the desired business outcomes.” CMIS 4601 Course explores this definition from the perspective of designing solutions using BPM tools such as Microsoft Visio 2010 Professional and SharePoint Designer 2010 based on best practice methods identified by leading analysts such as Gartner Group and Forrester Research. The goal of CMIS 4601 Course is to provide students with practical experience in applying these best practice methods so that they may more effectively manage business processes within their own organizations. Students will create process diagrams using Microsoft Visio 2010 Professional based on templates available from leading analyst firms; create workflow diagrams using SharePoint Designer 2010; map out existing business processes; identify opportunities for improvement; propose changes to existing business processes; document proposed new business processes; test proposed new business processes; implement proposed new business processes; monitor results of proposed new business processes; document results of proposed new business processes after implementation has been completed.

Midterm Exam

Total Credits = 5

What Should Students Expect to Be Tested from CMIS 4601 Course Midterm Exam

The CMIS 4601 Course midterm exam for CMIS 4601 – Information Systems Service Management will test students on the following topics:

1. Service Level Management
2. Capacity Management
3. Availability Management
4. Continuity Management
5. Security Management

How to Prepare for CMIS 4601 Course Midterm Exam

1. Review the CMIS 4601 Course material and identify the topics that will be covered on the exam.

2. Make a study schedule and allow yourself enough time to review all of the material.

3. Create a study guide or use one that is available online. This will help you focus your studying and make sure you are covering all of the important information.

4. Take practice exams to get a feel for the types of questions that will be on the actual test. This will also help you gauge your understanding of the material.

5. Relax and get plenty of rest before the exam so that you can do your best on test day.

Midterm Exam Questions Generated from Top 100 Pages on Bing

1. What is information systems service management?

2. What are the benefits of information systems service management?

3. What are the key components of information systems service management?

4. How can information systems service management help organizations improve their performance?

5. What are some best practices for information systems service management?

Midterm Exam Questions Generated from Top 100 Pages on Google

1. What are the three types of IT services?

2. What is the difference between a process and a service?

3. What are the five steps in the ITIL Service Lifecycle?

4. What are the four main pillars of ITIL?

5. What is the difference between incident management and problem management?

Final Exam

Fall, 2011

Instructor: Professor Dr. Maryam Ranjbar

Due Date: Tuesday, December 6th, 2011 before 11:59 PM EST

Total Points Possible: 100 points

Name: ___________________________________________

Instructions: Read all questions carefully. There are a total of ten (10) questions worth a total of 100 points. Please answer all questions in your own words; do not plagiarize. Cite all resources used, including websites, books, and articles. Include a bibliography at the end of your exam.

Question 1 (5 points): Define the term information systems service management (ISSM). What is the purpose of ISSM? How does it relate to other IT management disciplines?

Question 2 (10 points): Explain how information systems contribute to an organization’s competitive advantage. Give at least two examples.

Question 3 (10 points): Outline the main functions of an information system. How do these functions contribute to an organization’s competitive advantage?

Question 4 (5 points): Define the term business process. What are the characteristics of a business process? Give an example of a business process.

Question 5 (10 points): Identify and describe the main components of an information system. How do these components work together to support business processes?

Question 6 (10 points): Describe how information systems can be used to support each of the following business processes: customer relationship management, supply chain management, and human resource management.

Question 7 (5 points): Define the term enterprise resource planning (ERP) system. What are the benefits and drawbacks of implementing an ERP system?

Question 8 (5 points): Define the term enterprise system. What are some examples of enterprise systems?

Question 9 (5 points): Define the term decision support system (DSS). What are some examples of DSS applications?

Question 10 (5 points): Define the term executive information system (EIS). What are some examples of EIS applications?

What Should Students Expect to Be Tested from CMIS 4601 Course Final Exam

The CMIS 4601 Course final exam for CMIS 4601 – Information Systems Service Management will cover topics related to service management, including service design, service delivery, and service support. Additionally, students can expect to be tested on their knowledge of ITIL concepts and best practices.

How to Prepare for CMIS 4601 Course Final Exam

1. Review the CMIS 4601 Course material and lectures.

2. Make a study guide of key topics and concepts.

3. Create practice quizzes and take them online or with a friend.

4. Understand the format of the exam and how it will be graded.

5. Relax and do your best on the exam!

Final Exam Questions Generated from Top 100 Pages on Bing

1. What are some of the benefits of information systems service management?

2. What are some of the key components of information systems service management?

3. What are some of the challenges associated with information systems service management?

Final Exam Questions Generated from Top 100 Pages on Google

1. What is the role of information systems in service management?

2. How do information systems support the various service management processes?

3. What are some of the benefits of using information systems in service management?

4. How can information systems help organizations to better manage their services?

5. What are some of the challenges associated with using information systems in service management?

Week by Week CMIS 4601 Course Overview

CMIS 4601 Week 1 Description

CMIS 4601 Course provides an overview of information systems service management (ISSM). It covers topics such as the service lifecycle, service design, service transition, service operation, continual service improvement, and service strategy. The CMIS 4601 Course also covers the ITIL® framework and the ISO/IEC 20000 standard.

CMIS 4601 Week 1 Outline

+
+**Week 1**
+
+Service Management and You (Chapters 1 and 2)
+- What is Service Management?
+- What is ITIL?
+- What are the five ITIL service lifecycle stages?
+- Introduce the CMIS 4601 Course case study, Service Management as a Practice (SMaP) at the fictional XYZ Corporation. The textbook will use SMaP as its example organization for all chapters.
+- Explain how CMIS 4601 Course uses a hands-on approach to learning service management using real world tools and processes. Students will gain an understanding of service management by completing exercises based on their readings, experiences, and research. Students will use their knowledge to address issues facing SMaP as well as other organizations during discussions and in writing. Students should also begin working on their CMIS 4601 Course Project during this week, which is described in detail below.

CMIS 4601 Week 1 Objectives

1. Understand service management as a strategic asset for an organization.

2. Understand how to align business goals with service strategy.

3. Learn how to design, implement, and improve service management processes.

4. Understand the key principles and practices of service operation management.

5. Understand the key principles and practices of service transition management.

6. Understand the key principles and practices of service improvement management.

CMIS 4601 Week 1 Pre-requisites

Pre-requisites: CMIS 4602 or equivalent knowledge of information systems service management.

CMIS 4601 Course covers the following topics:

• What is information systems service management?

• The need for information systems service management

• The benefits of information systems service management

• The scope of information systems service management

• The process of information systems service management

CMIS 4601 Week 1 Duration

Week 1: Introduction to CMIS 4601 Course and System Management

This week’s topics include:

• Introduction to CMIS 4601 Course and System Management
• Systems Management Overview
• The Systems Management Process
• Identifying the Need for a System
• Selecting a System
• Implementing a System
• Evaluating a System’s Effectiveness

CMIS 4601 Week 1 Learning Outcomes

(5 credits)

CMIS 4601 Course introduces the student to the various aspects of Information Systems Service Management. Students will learn about the concepts, terminology, processes and procedures associated with Information Systems Service Management. CMIS 4601 Course will also provide students with an overview of the ITIL framework and how it can be used to manage information systems services. In addition, students will learn about the importance of service level management and how it can be used to ensure that information systems services are delivered in a timely and efficient manner. Finally, students will be introduced to the concept of business continuity management and how it can be used to ensure that information systems services are available during times of crisis.

CMIS 4601 Week 1 Assessment & Grading

*Note: This is a required CMIS 4601 Course for students enrolled in the Information Systems Service Management concentration of the CMIS master’s degree program.

Instructions: Please complete all questions below. Your responses should be written in complete sentences and be well-organized. Please use proper grammar, spelling, and punctuation. Your responses should demonstrate your understanding of the concepts covered in CMIS 4601 Course.

1. Define the following terms: information systems, information technology, and management information systems. Include an example of each in your definition. (10 points)

Information systems are a combination of hardware, software, and people working together to provide data or information. Information technology is using computers to store, process, and retrieve information. Management information systems are a subset of information systems that focus on providing information to managers so they can make better decisions.

CMIS 4601 Week 1 Suggested Resources/Books

-ITIL® v3 Foundation Essentials by Liz Gallacher, Paul Newham and Paula Reid. ISBN-10: 1848001947
-ITIL® Service Strategy by Carol Britton and Jill Ross. ISBN-10: 1848001598
-ITIL® Service Design by Tony Allen and Paul Newham. ISBN-10: 1848002039
-ITIL® Service Transition by Jim Davies and Graham McAlpine. ISBN-10: 1848003211
-ITIL® Service Operation by Kevin Holland and Howard Butler. ISBN-10: 1848003140
-ITIL® Continual Service Improvement by Sara Orchard and Jan van Bon. ISBN-10: 1848003550

CMIS 4601 Week 1 Assignment (20 Questions)

#### Due Monday, August 19, 2019 by 11:59pm (Week 1)

### NOTE: *CMIS 4601 Course is being taught as part of the Information Systems Bachelor’s degree at University of Maryland University College.* **If you are enrolled in a different section of this class please use the assignment provided by your instructor. This assignment will not be accepted for credit if submitted to another section of this class.**

—

**What to submit:** A single Word or PDF document named **`CMIS_4601_W1_A1_LastName_FirstInitial.docx`** or **`CMIS_4601_W1_A1_LastName_FirstInitial.pdf`** with your answers to all 20 questions below.

## Readings prior to completing this assignment:
– Watch the following video from the lecture slides folder in Week 1 > Lecture Slides folder titled [Service Management (6.4)](https://learn.umuc.edu/d2l/le/content/347411/viewContent/1423879/View) – This is a 6 minute video on Service Management Concepts and Fundamentals that introduces some important terms and concepts that you should know for CMIS 4601 Course.
– Read chapter 2 in the textbook Service Operations Management, 9th edition (2015). – [Service Operations Management](https://learn.umuc.edu/d2l/le/content/347411/viewContent/1423880/View)

##### How to access textbook chapters online via ebrary: https://www-lib.umuc.edu/_resources/_tutorials/_help/_ebrarytutorials/_ebrarytutorials9-8-16a.html#page=page-1&zoom=100%25,0%25,-80,-80,5&layout=&toolbar=false&scrollbar=false&statusbar=false&messages=false&navpanes=false&toc=true&csearch=true&text=Search+this+document…

## Instructions: Please answer all 20 questions listed below and submit your assignment by the due date above using either Word or PDF format (your choice). Please number each question and provide a clear answer with supporting details for each question listed below. If necessary you may attach additional pages to this document with your answers if needed but please do not place your answers on additional documents (i.e., Word documents, Excel Spreadsheets, etc.). Plagiarism of any kind will result in an automatic grade of zero points earned on this assignment along with possible additional disciplinary action as described in the syllabus so please do not plagiarize any part of your answers below! You may use any resources you wish to complete this assignment but remember that if you receive help from anyone else it must be cited appropriately within your responses below just as you would cite any other reference such as a website, book, article, etc., that you used in developing your responses below!

—

1) What are some key service management terms and concepts introduced in chapter 2 that students should be aware of? (1 point) *Note: You may want to review lecture videos 1 & 2 for more information on this topic.* Also feel free to refer back to page 6 & 7 from the CMIS 4601 Course syllabus for more information about what is expected in your answers for this question below! Include a minimum of 3 terms from chapter 2 with a description of each term including how each term relates to service management and why each term is important for students taking CMIS 4601 Course? A few examples are provided in the reading however there are several others found throughout chapter 2 so please feel free to refer back to chapter 2 when providing your response below! Don’t forget to cite any resources used as part of your answer below if needed! *Note: You can include up to 4 additional resources used as part of your answer below however if 4 additional resources are used then only 3 terms need be included.* *Hint: Think about what we discussed during lecture videos 1 & 2 regarding service management terms and concepts!* *Hint: Be sure that all terms identified in your response below are found specifically on pages 32 – 42 from chapter 2.*

**Answer** : Service Level Agreement(SLA), Critical Success Factor(CSF), Key Performance Indicator(KPI), Service Portfolio Management(SPM), Business Continuity Plan(BCP), ITIL Lifecycle Processes are some key service management terms introduced in Chapter2 which students should be aware off while studying service management as they explain importance topics related services offered by organizations .Service Level Agreement defines mutually agreed agreement between IT services providers and its users while Critical Success Factor states success requirement which must be fulfilled during particular situation(The Open Group Foundation 2001). Similarly Key Performance Indicator measure performance progress against specific goal set by organizations during particular time period and Service Portfolio Management manage information about all internal and external services provided by organization.(Applegate 2011). On other hand Business Continuity Plan define strategy followed during unexpected event like power failure or data loss which can affect business productivity adversely .Finally ITIL lifecycle processes help organization gain competitive edge through continuous improvement activities.(Somayaji 2015) . It becomes important for student taking CMIS 4601 Course because its help them understand how key service management concepts helps organizations align their strategic goals with business requirements efficiently . Furthermore it also give them exposure related different tools or techniques utilized during different steps involved while delivering services effectively.(Applegate 2011). Finally they will get idea about different ways adopted by organizations during implementation phase of project plan which involves adding new services ,updating existing one ,removing unnecessary ones or improving quality standards at regular interval depending upon user feedback received.(Applegate 2011)(The Open Group Foundation 2001)(Somayaji 2015)(Flores 2007)

Reference list : Applegate, L., Austin, R., McFarlan F., 2010,. Corporate Information Strategy And Management Text And Cases 7th Edition,.New York City : Mc Graw Hill Education.. Available at : https://catalogimages-usca3f3be7b78cc40c4a7dcc37190870f93213e0b728a6884bbcdecb8a65cfbc00bc47e0d7a59353356c9fcdae67ee60ef0ec1842b523a848b516cb090327076fa [Accessed 23rd July 2019] . Flores M ,2007,. The Components Of An Information System,. Available at : http://cisccenterforinnovationstudiescompsofisyshtm [Accessed 23rd July 2019]. Somayaji N ,2015,.ITIL Lifecycle Processes — A Model View Of The ITIL Processes And Their Interaction,, Available at : https://wwwitilnewscomitil-lifecycle-processes [Accessed 23rd July 2019]. The Open Group Foundation ,2001,.IT Infrastructure Library Home Page,, Available at : https://wwwopengrouporgitil [Accessed 23rd July 2019].

CMIS 4601 Week 1 Assignment Question (20 Questions)

The goal of this assignment is to have students learn and apply basic service management concepts. The requirements for this assignment are as follows:

1. Select an organization that you are familiar with (for example, your current employer, a past employer, or an organization that you are familiar with from the news). This organization must offer some type of service to its customers (e.g., a product is not sufficient). For example, you could select a company such as Apple, Google, Microsoft, Amazon, or Facebook.

2. Research the organization that you have selected and create a 2-3 page paper that addresses the following topics:

a. What services does this organization offer to its customers?

b. What are the service Level agreements (SLAs) for these services? Include specific metrics such as uptime, response time, etc.

c. What processes does this organization have in place to manage its services? Include both operational and managerial processes.

d. What ITIL® processes does this organization use to manage its services? Include at least two ITIL® processes.

e. What tools and technologies does this organization use to support its service management processes? Include both commercial off-the-shelf (COTS) and custom developed tools.

f. What are the major challenges that this organization faces in delivering its services? Include both technical and non-technical challenges.

Apple Services Offered: iCloud, AppleCare, Apple Music, iTunes Store, App Store SLAs: Uptime for iCloud Mail is at least 99.9%, with scheduled maintenance windows of up to four times per year for a maximum of two hours per window Processes: Operational: Service Requests, Incident Management, Problem Management, Change Management Managerial: Service Level Management, Capacity Management, Availability Management, Financial Management for IT Services ITIL Processes: Configuration Management Database (CMDB), Release and Deployment Management Tools and Technologies: Commercial off-the-shelf products include BMC Remedy ITSM Suite and IBM Tivoli Monitoring Challenges: Technical challenges include maintaining high availability despite increasing dependence on cloud-based services; non-technical challenges include dealing with customer expectations

CMIS 4601 Week 1 Discussion 1 (20 Questions)

CMIS 4601 Week 1 Discussion 2 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

CMIS 4601 Week 2 Assignment 1 for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

CMIS 4601 Week 3 Assignment 2 for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

CMIS 4601 Week 1 DQ 1 (20 Questions)

1. What is the definition of information systems service management?
2. What is the difference between IT service management and information systems service management?
3. What are the benefits of implementing an information systems service management framework?
4. What are some of the challenges associated with implementing an information systems service management framework?
5. How can an organization ensure that its information systems service management framework is effective?
6. What role does culture play in information systems service management?
7. How can an organization overcome resistance to change when implementing an information systems service management framework?
8. How important are communication and training when implementing an information systems service management framework?
9. What are some of the common mistakes organizations make when implementing an information systems service management framework?
10. How can an organization ensure that its information systems service management framework is aligned with its business strategy?

CMIS 4601 Week 1 Discussion 2 (20 Questions)

1. What is information systems service management (ISSM)?

Information systems service management (ISSM) is the process of managing and improving the performance of information systems within an organization. It includes the identification, measurement, and improvement of key performance indicators related to information system quality and efficiency.

2. What are the benefits of ISSM?

ISSM can improve the quality and efficiency of information systems, resulting in cost savings and improved organizational performance. Additionally, ISSM can help organizations to better understand their information needs and identify opportunities for improvement.

3. What are the key components of ISSM?

There are four key components of ISSM: service design, service transition, service operation, and continual service improvement. Each component includes a set of activities and processes that must be performed in order to effectively manage and improve information system performance.

4. What is service design?

Service design is the process of designing, planning, and implementing new or changed services. It includes the identification of customer requirements, the development of service level agreements, and the creation of processes and procedures for delivering the services.

5. What is service transition?

Service transition is the process of transitioning new or changed services into production. It includes the development and implementation of plans for testing, training, and deploying the services. Additionally, service transition ensures that all necessary changes are made to supporting infrastructure and processes prior to go-live.

6. What is service operation?

Service operation is the process of managing and improving the performance of live services. It includes monitoring service levels, responding to incidents and problems, and making changes to improve service quality. Additionally, service operation ensures that all changes made to services are properly documented and communicated to relevant stakeholders.

7. What is continual service improvement?

Continual service improvement is an ongoing process that identify opportunities for improving the quality and efficiency of information systems. It includes analyzing data from various sources (e.g., customer feedback, performance metrics) to identify areas for improvement, implementing changes to address those areas, and monitoring the results of those changes over time. Additionally, continual service improvement ensures that lessons learned from past projects are incorporated into future projects.

CMIS 4601 Week 1 DQ 2 (20 Questions)

1. What are some of the unique characteristics of services that differentiate them from other types of goods?

2. What are some of the challenges in managing service quality?

3. What is the difference between customer-perceived service quality and service quality as defined by the service provider?

4. How can service quality be measured?

5. What are some of the ways in which service providers can improve service quality?

6. What is the relationship between service quality and customer satisfaction?

7. What is the difference between internal and external customers?

8. What are some of the ways in which service providers can create value for their customers?

9. What is the difference between a service and a product?

10. What are some of the unique selling points of services?

CMIS 4601 Week 1 Quiz (20 Questions)

—

#### Question 1: ” ITIL v3 has four core volumes, which are: _________”

*A) Service Strategy, Service Transition, Service Operation, and continual service improvement*
*B) Service Strategy, Service Design, Service Operation, and continual service improvement*
*C) Service Strategy,Service Operation, Service Transition and continual service improvement*
*D) None of the above*

#### Question 2: “What is the input forIdentify Candidates for Standardization?”

*A) The output of Continual Improvement and other internal processes.*
*B) Information from the business case analysis and other relevant sources.*
*C) Organizational objectives and goals.*
*D) None of the above.*

#### Question 3: “Which activity includes the identification of all requirements for a new or changed process, role or activity?”
*A) Determine Objectives *B) Define Requirements *C) Produce Catalogue *D) Develop Solutions E. None of the above. Answer: B (pg. 67-68 textbook pg. 43) Which activity is not included in “Develop Solutions”? A. Identify risks associated with each solution option B. Evaluate solution options by taking into account risks C. Select an appropriate solution based on evaluation results D. Develop a detailed transition plan E. None of the above Answer: A pg. 72-73 textbook pg 69 What is a key deliverable of Design Process Flow? A. A clear description of how processes will interact with one another to produce high quality services in an efficient manner B. A clear description of how processes will interact with one another to produce high quality services in an effective manner C. A clear description of how processes will interact with one another to produce high quality services in a cost effective manner D. All of the Above E. None of the Above Answer: D pg 73 textbook What is not true about “Develop High Level Process Flow Diagrams”? A. It involves using methods such as swim lanes B. Its purpose is to produce diagrams that are used to identify key interfaces between processes C. It involves identifying all processes required to deliver services at each level D. It also involves documenting outbound interfaces to external providers E. None of the Above Answer: E pg 74 textbook What are three reasons why you would consider automating a process? A To improve Customer Satisfaction B To reduce human errors C To increase efficiency D To make it easier to measure compliance E All of the Above F None of the Above Answer: ABCE pg 76 textbook What must be considered when designing solutions? A Technical Requirements B Organizational Requirements C Regulatory Requirements D Financial Requirements E All of the Above F None of the Above Answer: ABDEF Which activity includes monitoring both internal and external sources for information related to changes that may have an impact on ITIL processes? A Initiate Requests for Change B Plan Change Management C Manage Release and Deployment Package D Evaluate Solution Design Options E Monitor Change Implementation F Monitor Change Proposal Status G Review Changes H Implement Changes I Close Changes J Evaluate Change Management Effectiveness K Manage Incidents L Manage Problem M Manage Configuration N Manage Known Error O Provide Level 2/3 Support P Provide Level 1 Support Q Obtain Customer Feedback R Support Customer Testing S Provide Training T Maintain Documentation U Perform Capacity Planning V Perform Availability Planning W Perform Continuity Planning X Ensure Compliance Y Monitor Key Performance Indicators Z Perform Financial Planning AA Monitor SLAs BB Perform Performance Monitoring CC Participate in Major Incident Management DD Conduct IT Operations Briefing EE Participate in Problem Management FF Participate in Configuration Management GG Serve as Escalation Point HH Authorize Change Release II Remove Configuration Items from Development & Test environments JJ Analyze IT Operations Metrics KK Manage Backup/Recovery Procedures LL Manage Disaster Recovery Procedures MM Coordinate Transition Activities with Vendors NN Ensure Vendor Support is Available OO Train Vendors on ITIL Processes PP Monitor Vendor Compliance with SLAs QQ Coordinate scheduled maintenance activities between Development & Production environments RR Ensure maintenance windows are available during agreed upon timeslots SS Approve changes prior to production implementation TT Analyze performance metrics UU Conduct review meetings VV Update Baselines WW Review Business Impact Analysis XX Approve proposed changes YY Document exceptions & deviations from approved baseline configurations ZZ Validate backup/recovery procedures AAA Notify change management & operations teams about impending changes BBB Update documentation describing backup & recovery procedures CCC Update vendor contact lists for incident management procedures DDD Notify vendors about changes affecting their products or services EEE Communicate expected down times during maintenance windows FFF Discuss capacity planning requirements related to proposed changes GGG Coordinate maintenance activities between Development & Production environments HHH Review Incident Management Metrics III Notify problem management team about incidents requiring root cause analysis JJJ Schedule training sessions related to changes KKK Create or update documentation describing disaster recovery procedures LLL Obtain approval from project sponsors prior to implementing changes that could affect budgeted amounts MMM Serve as single point-of-contact during major incident response NNN Notify incident management team about problems requiring root cause analysis OOO Request additional staff resources when excessive workloads threaten performance goals PPP Request additional hardware/software resources when excessive workloads threaten performance goals QQQ Update financial plans according to approved budgeted amounts RRR Schedule meeting with project sponsors once proposed changes have been implemented SSS Update Business Continuity Plans according to approved disaster recovery procedures TTT Notify development teams about infrastructure improvements required by proposed changes UUU Communicate proposed schedules for change implementations with affected customers VVV Conduct meeting(s) with affected customers once proposed changes have been implemented WWW Create or update documentation describing operational support procedures XXX Communicate expected down times during maintenance windows YYY Notify change management & operations teams about impending changes ZZZ Update documentation describing operational support procedures AAAA Approve change release BBBB Update baselines CCCC Validate backup/recovery procedures DDDD Analyze performance metrics EEEE Review Business Impact Analysis FFFF Document exceptions & deviations from approved baseline configurations GGGGUpdate vendor contact lists for incident management procedures HHHH Notify vendors about changes affecting their products or services IIIII Communicate expected down times during maintenance windows JJJJJ Schedule training sessions related to changes KKKKK Create or update documentation describing disaster recovery procedures LLLLL Obtain approval from project sponsors prior to implementing changes that could affect budgeted amounts MMMMM Serve as single point-of-contact during major incident response NNNNN Notify incident management team about problems requiring root cause analysis OOOOO Request additional staff resources when excessive workloads threaten performance goals PPPPP Request additional hardware/software resources when excessive workloads threaten performance goals QQQQQ Update financial plans according to approved budgeted amounts RRRRR Schedule meeting with project sponsors once proposed changes have been implemented SSSSS Update Business Continuity Plans according to approved disaster recovery procedures TTTTT Communicate proposed schedules for change implementations with affected customers UUUUU Conduct meeting(s) with affected customers once proposed changes have been implemented

CMIS 4601 Week 1 MCQ’s (20 Multiple Choice Questions)

1.
According to the ITIL framework, what is a Service?

A. A Service is a capability that delivers value to customers through enabling outcomes they want to achieve without the ownership of specific costs and risks.
B. A Service is an activity or set of activities that are delivered by an organization to its customers. These activities must have a definite beginning and end.
C. A Service is a way of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
D. A Service is an activity or set of activities that are delivered by an organization to its customers in order to produce an outcome.

C. A Service is a way of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

CMIS 4601 Week 2 Description

CMIS 4601 Course is designed to provide students with an understanding of Information Systems Service Management (ISSM). The CMIS 4601 Course will cover the major topics in ISSM including service design, service transition, service operation, and continual service improvement. The CMIS 4601 Course will also cover the role of the IT Service Manager, the ITIL® framework, and the major processes and functions in each stage of the service lifecycle.

CMIS 4601 Week 2 Outline

CMIS 4601 Course Description:

CMIS 4601 Course introduces the role of information systems in service management. Topics include: service management concepts and frameworks, service delivery process improvement, and service quality management. Students will have the opportunity to apply these concepts and frameworks to case studies and actual projects.

Learning Outcomes:

– Understand the role of information systems in service management
– Understand key service management concepts and frameworks
– Understand how to improve service delivery processes
– Understand how to manage service quality

CMIS 4601 Week 2 Objectives

+
+# The following are objectives for CMIS 4601 – Information Systems Service Management (5 credits).
+
+1. Understand the basics of service management.
+2. Learn how to apply service management concepts to information systems.
+3. Understand the importance of service level agreements and how they are used in information systems.
+4. Learn about incident management and how it is used in information systems.
+5. Learn about problem management and how it is used in information systems.
+6. Learn about change management and how it is used in information systems.
+7. Learn about release management and how it is used in information systems.

CMIS 4601 Week 2 Pre-requisites

(Syllabus)

Assignment 2 – Service Strategy (30%)

Introduction

Service strategy is the blueprint for all service management processes. The goal of service strategy is to ensure that the services align with and support the business strategy. The objective of this assignment is to develop a service strategy for a new online hotel booking system for your chosen organisation. Your assignment should address the following:

Identify a minimum of 3 future opportunities for using IT services in your chosen organisation to support its business strategy. You should be able to justify why you have selected these opportunities as well as how they fit with your chosen organisation’s business strategy. Identify the key success factors that will need to be achieved in order to make these IT services successful. Include an overview of the risks associated with these IT services, as well as how they can be mitigated. Develop a set of high-level service requirements based on these future opportunities and key success factors. Identify any existing IT services that may need to be changed or improved in order to meet these future opportunities and key success factors.

CMIS 4601 Week 2 Duration

The duration for CMIS 4601 – Information Systems Service Management is 5 weeks.

CMIS 4601 Week 2 Learning Outcomes

Lecture: Service Operation Principles (CMIS 4601)

Describe the components of Service Operation and the principles that guide Service Operation processes.

Lab: Service Design Package (CMIS 4601)

Identify and describe the elements of a Service Design Package.

CMIS 4601 Week 2 Assessment & Grading

Assessment and Grading:

CMIS 4601 Course uses the JMU SPIRAL learning model to deliver content. It requires your participation in weekly learning activities that are organized into a learning spiral: Explore, Explain, Apply, Reflect. The weekly learning activities are designed to support your ability to understand the key concepts associated with service management and to apply them using tools and techniques. There will also be opportunities for you to reflect on your own performance as you complete each week’s activities.

Participation in all weekly learning activities is required for successful completion of the CMIS 4601 Course. A full description of the learning activities is provided in Canvas. Each week’s learning activities will include reading assignments, video lectures, classroom discussion forums, work with CMIS 4601 Course software (SIMMS), tool tutorials, and hands-on application of service management principles and practices through individual and team assignments. The assessment elements are structured as follows:

Service Management Assessment Summary Final Grade Participation 10% Team Project 35% Individual Project 35% Final Exam 20% 100% JMU Letter Grade A = 90 – 100 B = 80 – 89 C = 70 – 79 D = 60 – 69 F = 0 – 59

To view the detailed breakdown of each grade component listed above visit Canvas for a more detailed description.

CMIS 4601 Week 2 Suggested Resources/Books

Book: Information Technology Project Management (7th edition) – Kathy Schwalbe

ISBN: 978-1-4239-0595-2

Publisher: CMIS 4601 Course Technology; 7 edition (March 1, 2011)

Language: English

CMIS 4601 Course Textbook Website: http://www.CMIS 4601 Course.com/catalog/productdetail.aspx?productid=115437

CMIS 4601 Week 2 Assignment (20 Questions)

**Service Catalog**

1. Define the term service catalog.
A service catalog is a collection of services offered by an organization, typically including descriptions of each service, contact information, and pricing.

2. What is the purpose of a service catalog?
The purpose of a service catalog is to provide a centralized location for information about all the services an organization offers. This can help customers quickly find the services they need and contact the right people to get help.

3. How is a service catalog typically organized?
A service catalog is typically organized into categories, with each category containing a list of services. For example, a company might have a category for customer support services, which would include services like customer support hotline, online customer support, and in-person customer support.

4. What information is typically included in a service catalog?
The information included in a service catalog can vary depending on the organization, but it typically includes descriptions of each service, contact information, and pricing.

5. Are there any benefits to having a service catalog?
There are several benefits to having a service catalog, including providing customers with a one-stop shop for all their needs, improving customer satisfaction, and reducing costs by eliminating duplicate or unnecessary services.

CMIS 4601 Week 2 Assignment Question (20 Questions)

1. What is ITIL?

ITIL stands for Information Technology Infrastructure Library. It is a set of best practices for managing IT service delivery that has been developed and refined over many years by experts in the field.

2. What are the five core volumes of ITIL?

The five core volumes of ITIL are Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

3. What is the main purpose of Service Strategy?

The main purpose of Service Strategy is to develop a strategic framework for the planning, delivery, and management of IT services. This includes defining the goals and objectives of the service organization, as well as the strategies and plans for achieving them.

4. What is the main purpose of Service Design?

The main purpose of Service Design is to develop a detailed blueprint for delivering and supporting IT services. This includes designing the processes, procedures, and tools needed to support the service delivery lifecycle.

5. What is the main purpose of Service Transition?

The main purpose of Service Transition is to ensure that new or changed services are properly planned, tested, implemented, and documented. This includes developing plans for service transition, as well as coordinating and executing the actual transition activities.

6. What is the main purpose of Service Operation?

The main purpose of Service Operation is to manage and deliver the day-to-day operations of IT services. This includes monitoring and controlling service levels, as well as troubleshooting problems when they occur.

7. What is the main purpose of Continual Service Improvement?

The main purpose of Continual Service Improvement is to identify and implement improvements to the overall quality of IT service delivery. This includes establishing KPIs and other metrics for measuring service quality, as well as implementing improvement initiatives based on those metrics.

CMIS 4601 Week 2 Discussion 1 (20 Questions)

Please read the assigned reading. In your own words and using at least one reference, discuss the following questions. What is something that you learned from this week’s readings? What are some of the similarities and differences in how service management is performed in a corporate setting as opposed to an academic institution? Describe some of the similarities and differences in how people interact with IT service providers in a corporate setting as opposed to an academic institution. How would you explain what it means to “manage” a service? Discuss why it is important for a service provider to ensure that services are well-managed. Describe how ITIL approaches IT service management differently than other approaches, such as CMMI. Discuss how the lifecycle model has changed since the first version of ITIL was published. What are some of the changes that were made, and why were they made? What are some of the benefits associated with obtaining certification in ITIL? Why is it important for a service provider to ensure that its employees obtain certification in ITIL? *CMIS 4601 Week 2 Discussion 2 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601) Please read the assigned reading. In your own words and using at least one reference, discuss the following questions. Explain what it means for a process to be designed “in-depth” according to CMMI and describe why it is necessary to design processes in this manner. Which processes should be designed most in depth and which ones can be designed less so? Explain what it means for a process to be implemented throughout an organization, and describe some steps that should be taken to ensure that this occurs effectively. Discuss why it is important for an organization’s employees to perform their jobs effectively and efficiently, and discuss how an organization can ensure that this occurs consistently. Explain what it means for a process to be monitored on a continuous basis, and discuss why monitoring should occur continuously rather than periodically or not at all. Describe some steps that should be taken when designing processes so as not to cause any negative impacts on other processes within an organization. Explain what it means for an organization’s employees to follow procedures correctly when performing their jobs, and explain why they must follow these procedures correctly every time they perform their jobs. Describe some steps that should be taken by an organization if processes need improvements or changes due to new circumstances or requirements

CMIS 4601 Week 2 DQ 1 (20 Questions)

I’ve heard that a service catalog is an important part of IT service management (ITSM). What is a service catalog, and what are some of the benefits of having one?

A service catalog is a list of the services that an organization provides, along with information about each service. The benefits of having a service catalog include providing a clear overview of all the services that an organization offers, and helping to ensure that those services are delivered consistently and meet customer expectations. A service catalog can also help to streamline the process of requesting and provisioning services, and can provide a valuable resource for troubleshooting and support.

CMIS 4601 Week 2 Discussion 2 (20 Questions)

1. What is information systems service management?

Information systems service management is a systematic approach to managing the design, delivery, operation, and improvement of information technology (IT) services. It is based on the principles of quality management and customer service management, and draws from other disciplines such as operations management, human resources management, and change management.

2. What are the benefits of information systems service management?

The benefits of information systems service management include improved IT service quality, increased customer satisfaction, improved operational efficiency, and reduced costs.

3. What are the key components of an information systems service management system?

The key components of an information systems service management system are people, processes, and technology.

4. What are the four phases of the information systems service life cycle?

The four phases of the information systems service life cycle are service strategy, service design, service transition, and service operation.

5. What is the difference between a process and a procedure?

A process is a set of activities that transform inputs into outputs. A procedure is a set of detailed instructions for carrying out a process.

CMIS 4601 Week 2 DQ 2 (20 Questions)

1. What is a business process?
2. What is a business process model?
3. What is a business process management system (BPMS)?
4. What are the benefits of using a BPMS?
5. How can a BPMS help an organization to improve its business processes?
6. What are some of the challenges that can be associated with implementing a BPMS?
7. How can an organization overcome these challenges and realize the full benefits of using a BPMS?
8. What role does technology play in business process management?
9. What are some of the latest trends in business process management?
10. How can an organization keep up with these trends and ensure that its business processes are always up-to-date?

CMIS 4601 Week 2 Quiz (20 Questions)

CMIS 4601 Course: CMIS 4601 – Information Systems Service Management (5 credits)

1. Which of the following best describes service management?

A. The process of planning, designing, and delivering services to meet customer needs
B. The application of scientific and mathematical principles to the design, development, and maintenance of software
C. The process of managing the complete lifecycle of a service, from inception to delivery and retirement
D. The process of managing the IT infrastructure and associated processes that enable an organization to deliver services to its customers

Answer: C

CMIS 4601 Week 2 MCQ’s (20 Multiple Choice Questions)

(Service Management)

1. (TCO 3) A project is a(n) _____ undertaking with definite start and finish dates, designed to produce a product or service within specified cost, schedule, and performance parameters.

2. (TCO 4) The triple constraint of project management is _____.

3. (TCO 4) Sustainability is defined as the ability to continue providing benefits over an extended period of time. When planning for sustainability, what should be considered?

4. (TCO 5) Which of the following is not an attribute of a successful project manager?

5. (TCO 6) Project leadership involves influencing people to achieve objectives and involves managing the environment in which the project is carried out so that the project can succeed. Which of the following statements about effective leadership is true?

CMIS 4601 Week 3 Description

CMIS 4601 Course provides an overview of the field of information systems service management. It covers topics such as the role of information systems in organizations, the types of services offered by information systems, and the management of these services. The CMIS 4601 Course also covers the concept of the service lifecycle and the importance of service level agreements.

CMIS 4601 Week 3 Outline

Week 3 will include the following topics:
-Service Level Agreements (SLAs)
-ITIL Service Design
-Service Catalogs
-Service Level Management

CMIS 4601 Week 3 Objectives

1. Understand the role of service management in achieving business goals
2. Identify the benefits and challenges of service management
3. Understand the key concepts of service management
4. Understand the service lifecycle and its associated processes
5. Understand how to design, transition, and operate services
6. Understand how to continuously improve services

CMIS 4601 Week 3 Pre-requisites

MGT4411 – Information Systems Management (5 credits) CMIS 4601 Course builds on the knowledge gained in CMIS 4401 and explores Information Systems management from an enterprise perspective. Students explore the systems development life cycle, project management concepts and issues in more detail. Students also analyze and design database applications using entity relationship diagramming techniques.

CMIS 4510 – Service Delivery and Support (3 credits) CMIS 4601 Course focuses on service delivery and support processes and tools. Students will learn to use the IT Infrastructure Library (ITIL®) framework to manage incident, problem, change, release, configuration, and capacity management processes. They will also analyze software support tools used to automate the service delivery process.

CMIS 4601 Week 3 Duration

The CMIS 4601 Course is three weeks long.

CMIS 4601 Week 3 Learning Outcomes

1. Understand the role of customer service in creating customer value and satisfaction.
2. Understand the various touchpoints between customers and organizations and how to optimize them.
3. Understand how to measure customer satisfaction and loyalty.
4. Understand the different types of service recovery strategies and when to use them.
5. Understand how to manage customer complaints effectively.

CMIS 4601 Week 3 Assessment & Grading

(CMIS 4601-001)

*This is a required assessment/grading event for your CMIS 4601 Course. It may be given in a proctored environment, online or offline.*

Introduction
As the final assessment for CMIS 4601 Course, you will submit a graded individual service management report. This assessment will allow you to demonstrate your knowledge of service management processes and how they are implemented in an organization. You will be required to select an organization and then analyze its service management processes. You will be graded on the quality of your analysis and the recommendations that you make for improving the organization’s service management processes.

Assessment Instructions
For this assessment, you will submit a report that contains the following sections:

1. Introduction
2. Service Strategy Processes
3. Service Design Processes
4. Service Transition Processes
5. Service Operation Processes
6. Continual Service Improvement Processes
7. Conclusion
8. References

CMIS 4601 Week 3 Suggested Resources/Books

CMIS 4601 Course Resources for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

1. Service Strategy by Mathew J. Rosenau and Richard M. Stellenbosch, Published by John Wiley & Sons, Inc., 2009. ISBN: 978-0-470-08748-8.

2. Designing and Managing Services: A Framework for Delivering Value to Customers by Mathew J. Rosenau and Richard M. Stellenbosch, Published by John Wiley & Sons, Inc., 2009. ISBN: 978-0-470-40478-9.

3. Service Operations Management: Improving Service Delivery by Mathew J. Rosenau and Richard M. Stellenbosch, Published by John Wiley & Sons, Inc., 2010. ISBN: 978-0-470-41582-4.

4. ITIL® Service Transition by Mathew J. Rosenau and Richard M. Stellenbosch, Published by John Wiley & Sons, Inc., 2011. ISBN: 978-0-470-97959-2

CMIS 4601 Week 3 Assignment (20 Questions)

1. Define and describe the concept of “business architecture” and its relationship to enterprise architecture? (3 points)

The business architecture is the conceptual blueprint that defines the structure and operation of an organization. The business architecture provides a common language for business stakeholders to communicate about the organization and to identify opportunities for improvement. The relationship between enterprise architecture and business architecture is that enterprise architecture provides the framework within which business architectures operate. Enterprise architecture defines the overall structure of an organization’s IT systems, while business architectures define how those systems support specific business functions.

2. Define and describe the concept of “organizational change management”? (3 points)

Organizational change management (OCM) is a framework for managing the people side of change in order to achieve successful organizational transformation. OCM addresses the following three key areas: people, process, and technology. OCM is concerned with how individuals and groups within an organization adapt to new ways of working, how processes are changed to support new ways of working, and how technology is used to enable new ways of working.

3. What are some of the common reasons why organizations undergo change? (3 points)

Some common reasons why organizations undergo change are: to respond to external market changes, such as new competitors or new customer demands; to respond to internal changes, such as a need for cost savings or process improvements; or to take advantage of new opportunities, such as a new product or service offering. Change can also be driven by regulatory or compliance requirements.

4. Define and describe the concept of “business process management”? (3 points)

Business process management (BPM) is a systematic approach to improving the efficiency and effectiveness of an organization’s business processes. BPM encompasses the identification, analysis, design, implementation, monitoring, and continual improvement of an organization’s business processes. BPM can be used to improve any type of process, including customer-facing processes, back-office processes, or internal operational processes.

5. What are some of the benefits that can be achieved through effective business process management? (3 points)

Some benefits that can be achieved through effective business process management include: improved efficiency and productivity; improved quality and compliance; reduced costs; improved customer satisfaction; improved agility; and improved decision making.

CMIS 4601 Week 3 Assignment Question (20 Questions)

Assignment:
1. Write a short paragraph (1-2 sentences) summarizing what is meant by the term “cloud computing.”

Cloud computing is the delivery of computing services—including servers, storage, databases, networking, software, analytics, and intelligence—over the Internet (“the cloud”) to offer faster innovation, flexible resources, and economies of scale.

CMIS 4601 Week 3 Discussion 1 (20 Questions)

1. What is the relationship between system quality and service quality?
2. What are some of the benefits of system quality?
3. What are some of the benefits of service quality?
4. How can you ensure that your system meets all the required quality attributes?
5. What are some of the common quality attributes for systems?
6. What are some of the common quality attributes for services?
7. How can you ensure that your service meets all the required quality attributes?
8. What is the difference between a quality management system and a quality assurance system?
9. What are some of the benefits of having a quality management system in place?
10. What are some of the benefits of having a quality assurance system in place?

CMIS 4601 Week 3 DQ 1 (20 Questions)

1. What is the difference between an information system and a computer application?

2. What are some of the common features of information systems?

3. How do information systems support business processes?

4. How do organizations use information systems to gain competitive advantage?

5. What is the role of information systems in supporting decision making?

6. What is the role of information systems in supporting knowledge management?

7. What is the impact of information technology on business models?

8. How does the Internet enable new ways of doing business?

9. What are some of the challenges associated with managing information systems?

10. What are some of the issues associated with developing and implementing information systems?

CMIS 4601 Week 3 Discussion 2 (20 Questions)

CMIS 4601 Course Syllabus: http://www.cs.umbc.edu/~dramstad/CMSC-31130-W2017/ (Links to an external site.)

1. What is the definition of “Service” in Service Management?

Service management is the process of managing the life cycle of services, from their conception and design through to delivery and improvement. The aim of service management is to ensure that services are delivered in a timely, cost-effective and reliable manner that meets the needs of customers and other stakeholders.

2. What are the 5 core processes of Service Management?

The 5 core processes of service management are service strategy, service design, service transition, service operation, and continual service improvement.

3. What is the difference between a Service and a Product?

A product is a physical or intangible item that is produced or manufactured by an organization and made available for sale. A service, on the other hand, is an activity that is performed by an organization for the benefit of its customers. Services are often intangible and cannot be stored or transported like products can.

4. What is the definition of “Customer” in Service Management?

A customer is any individual or organization that consumes or uses products or services. Customers may be internal or external to an organization. Internal customers are employees who use products or services within the organization, while external customers are individuals or organizations who purchase products or services from the organization.

5. What is the definition of “Service Level Agreement” in Service Management?

A service level agreement (SLA) is a contract between a provider and a customer that specifies the levels of service that the provider will deliver to the customer. SLAs typically specify metrics such as uptime, response time, and throughput that will be used to measure whether the provider has met its obligations under the agreement.

CMIS 4601 Week 3 DQ 2 (20 Questions)

1. What is an example of a transaction processing system (TPS)?

2. What are the key characteristics of a TPS?

3. How does a TPS differ from an information system?

4. What are the benefits of using a TPS?

5. What are some of the challenges associated with implementing and managing a TPS?

CMIS 4601 Week 3 Quiz (20 Questions)

1. The main purpose of the service catalog is to:

2. Which of the following is not a benefit of a service catalog?

3. What is the definition of a service catalog?

4. Which of the following are benefits of having a service catalog? (Choose all that apply.)

5. What is the main difference between a service portfolio and a service catalog?

6. What is the primary purpose of the service portfolio management process?

7. Which of the following statements about the service portfolio management process is true? (Choose all that apply.)

8. The main purpose of the service level management process is to:

9. Which of the following are objectives of service level management? (Choose all that apply.)

10. Which of the following activities are part of the service level management process? (Choose all that apply.)

CMIS 4601 Week 3 MCQ’s (20 Multiple Choice Questions)

1. Which of the following best describes information systems management?

A. The systematic process of identifying, analyzing, and responding to information security threats.
B. The process of managing information technology in order to achieve specific goals within an organization.
C. The study of computers and telecommunications equipment as they relate to the storage, retrieval, and transmission of data.
D. The process of making decisions about the development, deployment, and maintenance of software systems.

B. The process of managing information technology in order to achieve specific goals within an organization.

CMIS 4601 Week 4 Description

CMIS 4601 Course provides students with an understanding of how to manage information systems service providers. Topics covered include: service provider management, quality management, performance management, financial management, and supplier management.

CMIS 4601 Week 4 Outline

Week 4 – Service Management Principles
The purpose of this week is to introduce you to the principles of service management. The learning outcomes for this week are:

1. Understand the concept of service management and its relationship with information systems
2. Identify the main functions, processes, and activities associated with service management
3. Understand the key principles and practices associated with service management
4. Recognize the benefits that can be achieved through effective service management
5. Describe how the ITIL® framework can be used to support service management
6. Describe how ISO/IEC 20000 can be used to support service management

CMIS 4601 Week 4 Objectives

-Develop an understanding of the different types of services and how they can be managed
-Understand how to develop a service portfolio and how this can be used to manage services
-Develop an understanding of service design and how this can be used to improve service quality
-Develop an understanding of service transition and how this can be used to ensure successful implementation of new or changed services
-Develop an understanding of service operation and how this can be used to ensure effective and efficient delivery of services

CMIS 4601 Week 4 Pre-requisites

(CMIS 4601-CW4)

Week 4: Project Charter and Work Breakdown Structure*

Project Charter: The project charter is the first and most important phase of the project management process. It establishes the framework within which the project will be executed, monitored, and controlled. The charter should be approved by the sponsor, project manager, and other key stakeholders.

Work Breakdown Structure: The work breakdown structure (WBS) is a tool that can be used to decompose a project into smaller, more manageable parts. It is a hierarchical representation of the work that needs to be done in order to complete the project. The WBS can be used to develop a schedule, track progress, and allocate resources.

CMIS 4601 Week 4 Duration

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CMIS 4601 Week 4 Learning Outcomes

CMIS 4601 Course

Week 4 Learning Outcomes for CMIS 4601 – Information Systems Service Management (5 credits)

1. Understand the key concepts of information systems service management.

2. Understand the benefits and challenges of implementing an information systems service management program.

3. Be able to develop an information systems service management program that meets the needs of an organization.

4. Be able to implement an information systems service management program in an organization.

5. Be able to evaluate the effectiveness of an information systems service management program.

CMIS 4601 Week 4 Assessment & Grading

Review the instructions below before beginning your assessment. In this assessment, you will complete five tasks related to systems analysis, design, and testing. The tasks are not cumulative; they do not build on each other. You can complete them in any order you like. Please save your work frequently as you work on the tasks because the system will log you out after 20 minutes of inactivity. If you are logged out, all unsaved work will be lost.

When you are finished with all tasks, click Submit for Grading to submit your assessment for grading by your instructor. Please note that no more than two attempts at each task will be allowed and that all attempts must be completed within 30 days of starting the assessment.

Please review the plagiarism policy and acceptable use agreement included with your CMIS 4601 Course materials before completing this assessment.

Task 1: Software Engineering Approach (6 points)

You are part of a project team responsible for developing a software application to support an emergency response team during disaster relief efforts. The application is designed to allow authorized responders to coordinate their activities, track supplies and equipment needs, submit reports to a central command center, and receive updates from other responders and the command center. An important requirement of the application is that it must function even when there is no Internet connection available at the disaster site so that responders can access information stored locally on their mobile devices (smartphone or tablet). You have been asked to evaluate three different approaches for developing this software application and identify which one will best meet these requirements: traditional waterfall approach, Agile approach (e.g., Scrum), or DevOps approach. Write a one-page paper summarizing your evaluation and recommendation for which approach should be used to develop this software application using the template provided below:

Systems Analysis & Design Assessment Task 1 – Software Engineering Approach Rubric

CMIS 4601 Week 4 Suggested Resources/Books

**Optional Textbook for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)**

**Recommended Resources for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)**

CMIS 4601 Week 5 Suggested Resources/Books for CMIS 4210 – Information Systems Analysis and Design* (4 credits) (CMIS 4210)**

**Optional Textbook for CMIS 4210 – Information Systems Analysis and Design* (4 credits) (CMIS 4210)**

**Recommended Resources for CMIS 4210 – Information Systems Analysis and Design* (4 credits) (CMIS 4210)**

CMIS 4601 Week 4 Assignment (20 Questions)

Question 1. What is the term for a loosely coupled application environment?

a) Web service

b) Application server

c) Service-oriented architecture (SOA)

d) Enterprise application integration (EAI)

e) None of the above.

Question 2. Which of the following statements is true about a web service?

a) A web service is a platform-independent, language-independent method of communication between two applications.

b) A web service uses XML to exchange information between two applications.

c) A web service can be discovered using UDDI.

d) All of the above.

Question 3. Which of the following statements is true about enterprise application integration (EAI)?

a) EAI involves the use of messaging systems to exchange information between applications.
b) EAI involves the use of adapters to connect disparate applications.
c) EAI can be used to synchronize data between applications.
d) All of the above.

Question 4. What is an enterprise service bus (ESB)?

a) An ESB is a platform that allows for the integration of disparate applications within an organization.
b) An ESB provides a set of services that can be used by applications to exchange information.
c) An ESB can be used to connect to legacy systems.
d) All of the above.

Question 5. What is the term for an organization that provides services to other organizations?

a) Service provider
b) Managed service provider
c) Application service provider
d) Hosting service provider

Question 6. What is a cloud computing platform?

a) A cloud computing platform is a type of distributed computing that allows users to access and use resources that are not located on their local network.
b) A cloud computing platform is a type of distributed computing that allows users to access and use resources that are located on their local network.
c) A cloud computing platform allows users to access and use resources that are located on a remote network.
d) None of the above.

Question 7. Which of the following statements is true about cloud computing?

a) Cloud computing allows users to access and use resources that are not located on their local network.
b) Cloud computing allows users to access and use resources that are located on their local network.
c) Cloud computing allows users to access and use resources that are located on a remote network.
d) None of the above.

CMIS 4601 Week 4 Assignment Question (20 Questions)

#1) What are some of the factors that contribute to software project failures?
There are many factors that contribute to software project failures. Some common causes include unrealistic expectations, inadequate planning, inadequate resources,Scope creep, and poor communication.

#2) What is the difference between a requirements document and a design document?
A requirements document outlines what a software system must do in order to meet the needs of the customer or user. A design document specifies how the system will be built to meet those requirements.

#3) What is the difference between a project charter and a project plan?
A project charter is a high-level overview of a project. It includes the project’s goals, objectives, scope, timeline, and budget. A project plan is a more detailed document that outlines all the tasks that need to be completed in order to achieve the project’s goals.

#4) What is the difference between Agile and Waterfall?
Agile is an iterative approach to software development that emphasizes collaboration, flexibility, and customer feedback. Waterfall is a traditional approach that emphasize linear progressions and tight control over changes.

#5) What is scrum?
Scrum is an agile methodology for managing software development projects. It emphasizes team collaboration, customer feedback, and iterative development cycles.

#6) What are user stories?
User stories are short descriptions of functionality that will be valuable to a user of the system. They are used in agile development to capture requirements from the user’s perspective.

#7) What are use cases?
Use cases are descriptions of how a user will interact with a system to accomplish a specific goal. They can be used to capture requirements or design the user interface.

#8) What is a product backlog?
A product backlog is a list of all the features or functionality that needs to be added to a product. It is used in agile development to prioritize work and track progress.

#9) What is sprint planning?
Sprint planning is a meeting held at the beginning of each sprint where the team decides which user stories from the product backlog they will work on during the sprint.
What is task estimation? Task estimation is the process of estimating how much time it will take to complete each task in a sprint. This information is used to plan sprints and track progress.

What are burn down charts? Burn down charts are used in agile development to track progress towards completing all the tasks in a sprint. The y-axis represents the number of tasks remaining, and the x-axis represents time. The line on the chart should trend downward as tasks are completed during the sprint.

What does it mean when a task is “blocked”? A task is blocked when it cannot be completed for some reason. This could be due to waiting on another task to be completed, waiting on information from another team, or any other reason.

CMIS 4601 Week 4 Discussion 1 (20 Questions)

In this discussion, you will have an opportunity to learn from your peers. You will consider what they have learned, how they feel about the topic, and how that applies to your own experience.

1.1 Class, what is the most interesting thing you learned in this week’s readings? Why?

2. What are some of the benefits of using a systems approach to study information systems? How might this help you as you work with information systems in your current or future career?

3. The text describes how systems thinking has evolved over time. How do you think systems thinking will continue to evolve? What impact do you think this will have on the field of information systems?

4. The text discusses the importance of stakeholder analysis in systems development. Why do you think it is important to understand the needs and expectations of all stakeholders when developing an information system?

5. The text describes how requirements gathering is an iterative process. Why do you think it is important to revisit and revise requirements as the development process progresses?

6. The text discusses the importance of system testing. Why do you think it is important to test an information system before it is put into production? What are some of the risks associated with not testing an information system?

CMIS 4601 Week 4 DQ 1 (20 Questions)

What is the relationship between business continuity planning (BCP) and disaster recovery (DR)? How do they complement each other? How do you think organizations should prioritize their BCP/DR investments? Explain your answer.

2. What are some of the benefits of having a well-designed and implemented BCP/DR plan? Explain your answer.

3. What are some of the key components of a successful BCP/DR plan? Explain your answer.

4. What are some of the challenges associated with designing and implementing a successful BCP/DR plan? Explain your answer.

5. How can an organization ensure that its BCP/DR plan is effective? Explain your answer.

CMIS 4601 Week 4 Discussion 2 (20 Questions)

1. What is a customer service management system?

A customer service management system (CSMS) is a software application that helps organizations manage customer service requests and interactions. CSMS solutions typically include features such as a customer service portal, knowledge base, ticketing system, and reporting tools.

2. What are the benefits of using a CSMS?

There are several benefits of using a CSMS, including:
-Improved customer satisfaction: A CSMS can help improve customer satisfaction by providing customers with a self-service portal where they can find answers to their questions, and by automating and streamlining the ticketing and request management process.
-Reduced costs: A CSMS can help reduce costs by automating repetitive tasks, such as ticket routing and assignment, and by providing self-service options that allow customers to find answers to their questions without needing to contact customer service.
-Improved efficiency: A CSMS can help improve efficiency by providing agents with tools to automate tasks, such as ticket creation and assignment, and by providing a centralized knowledge base where agents can quickly find answers to common questions.
-Improved decision making: A CSMS can help improve decision making by providing managers with reports and analytics on customer service trends and metrics.

3. What are some of the challenges of using a CSMS?

Some of the challenges of using a CSMS include:
-Implementation: Implementing a CSMS can be challenging, as it requires careful planning and coordination across multiple departments within an organization.
-Integration: A CSMS must be properly integrated with other business systems, such as the CRM system, in order to function properly.
-Training: Agents must be properly trained on how to use the features and functions of the CSMS in order to maximize its benefits.
-Change management: Implementing a CSMS can require significant changes to an organization’s processes and procedures, which can be challenging to manage from a change management perspective.

CMIS 4601 Week 4 DQ 2 (20 Questions)

Week 4 DQ 2 (20 Questions)

1. What is a system?
2. What are the five components of a typical information system?
3. What is the difference between an information system and a computer system?
4. What is the relationship between an information system and the organization in which it is used?
5. What is the relationship between an information system and its users?
6. How do you determine the requirements for an information system?
7. How do you design an information system?
8. How do you implement an information system?
9. How do you maintain an information system?
10. What are some common problems with information systems?

CMIS 4601 Week 4 Quiz (20 Questions)

1. What is the main purpose of a business continuity plan?

A. To ensure that an organization can continue to function in the event of a disaster

B. To develop contingency plans for all potential risks

C. To establish a process for rapidly restoring normal operations in the event of an incident

D. To minimize the impact of disruptions on an organization’s operations

2. Which of the following is NOT typically included in an incident management plan?

A. Identification of key personnel

B. Communication procedures

C. Problem escalation procedures

D. Configuration management procedures

3. A problem is: _______________. (Choose all that apply)

A. An underlying cause of one or more incidents
4. Which of the following is NOT a common goal of change management?
5. Which of the following is NOT a common goal of problem management?

CMIS 4601 Week 4 MCQ’s (20 Multiple Choice Questions)

Question 1
1 / 1 point
Which of the following is not an element of ITIL’s approach to service design?

Service-level management
Capacity management
IT infrastructure
Supplier management
Availability management
Service-level management, Capacity management, IT infrastructure, Supplier management, Availability management are all elements of ITIL’s approach to service design.

CMIS 4601 Week 5 Description

CMIS 4601 Course is an introduction to the field of Information Systems Service Management (ISSM). The CMIS 4601 Course will cover topics such as service design, service delivery, and service support. The CMIS 4601 Course will also cover the role of ISSM in the organization, and the impact of ISSM on organizational performance.

CMIS 4601 Week 5 Outline

**Week 1**
– Introduction to Service Management
– Service Level Management
– Capacity Management
– Availability Management
– IT Continuity Management
– Security Management
– Release and Deployment Management

**Week 2**
– Configuration and Change Management
– Problem and Incident Management
– Request Fulfillment
– Financial Management for IT Services
– IT Service Strategy

**Week 3**
– IT Service Design
– Transition Planning and Support
– Service Operation
– Incident, Problem, Event, Access, Request, Configuration, Release and Deployment Management, Availability, Capacity and Continuity Management. Security management. Financial management for IT services. Service Desk functions. Monitoring of the IT infrastructure including network operations center (NOC) activities and operations control center (OCC). Knowledge management. Application management functions such as e mail servers or databases.

CMIS 4601 Week 5 Objectives

( Objectives for CMIS 4601 – Information Systems Service Management* (5 credits) )

CMIS 4601 Course Objectives:

Identify the benefits of IT service management. Analyze the importance of IT service management to an organization’s IT strategy and business operations. Describe the key components of a service-oriented architecture. Explain how to deliver quality services in a cost-effective manner by using process improvements and best practices. Analyze how business and IT needs can be aligned through effective governance, risk management, capacity planning, security and service level management. Develop a service improvement plan to address opportunities within an existing service organization. Develop a comprehensive RFP for sourcing services from external suppliers including evaluation criteria and SLAs. Define technology strategies that support long term business strategies including cloud computing, SaaS, IaaS, PaaS, mobility, big data and Internet of Things (IoT). Develop an enterprise architecture for deploying new services within an organization. Design and implement an effective change management program for implementing new services within an organization. Select appropriate operational metrics for measuring effectiveness of each stage of the service lifecycle.

CMIS 4601 Course Textbook:

CMIS 4601 Week 5 Pre-requisites

* Please note that you will only be able to register for CMIS 4601 Course once you have completed all of the pre-requisites for CMIS 4601.

CMIS 4601 Week 5 Duration

CMIS 4601 Course is 5 weeks long.

CMIS 4601 Week 5 Learning Outcomes

At the end of CMIS 4601 Course, students will be able to:
1. Understand the role of service management in Information Systems (IS)
2. Examine the ITIL framework and its place in service management
3. Identify and describe the core concepts of service management
4. Apply the service management processes to real-world scenarios
5. Analyze how the service management processes are integrated

CMIS 4601 Week 5 Assessment & Grading

Mondays, 6:00 pm – 8:45 pm

Instructor: John Michael Marr

Office Hours: Mondays 2:00 pm – 4:00 pm

## CMIS 4601 Course Description ##
CMIS 4601 Course provides an overview of how to assess and grade Information Systems Service Management. Students will learn how to use various assessment tools to determine the effectiveness of Information Systems Service Management. In addition, students will learn how to create and maintain an effective grading system for Information Systems Service Management.

CMIS 4601 Week 5 Suggested Resources/Books

*Recommended but not required.
**CMIS 4601 Course textbook may be used for all CMIS 4601 Courses unless otherwise noted.

textbooks/readings:

Information Systems Service Management, 2nd edition by Jill A. Fisher, Henderson-Sellers & Fisher (ISBN 978-0-470-96418-4)

Managing Information Technology, 7th edition by Carol V. Brown and Daniel W. DeHayes (ISBN 978-0-13-291113-8)

CMIS 4601 Week 5 Assignment (20 Questions)

*Not available in the current semester.

**See http://www.usm.edu/catalog/schedules/fall2017/apsc/4601.pdf for the most current schedule of CMIS 4601 Courses and meeting times.

CMIS 4601 Week 5 Assignment Question (20 Questions)

Read the case study on page 340 of the textbook. Answer the following questions:

1. Define value chain analysis and how it relates to information systems service management (ISS).

2. Explain how ISS can create value for an organization by improving efficiency and effectiveness in the primary and support activities of the value chain.

3. Describe how ISS can enable an organization to create a competitive advantage through differentiation and cost leadership strategies.

4. Discuss how ISS can be used to create a competitive advantage through innovation.

5. Explain how ISS can be used to improve customer service and build customer relationships.

6. Discuss how ISS can help an organization to achieve economies of scale and scope.

7. Explain how ISS can be used to manage risk and uncertainty.

8. Discuss how ISS can help an organization to respond quickly to changes in the business environment.

9. Explain how ISS can be used to create a sustainable competitive advantage.

CMIS 4601 Week 5 Discussion 1 (20 Questions)

1. What is the purpose of CMIS 4601 Course?

The purpose of CMIS 4601 Course is to provide students with an understanding of the role and importance of information systems service management (ISSM) within organizations. Students will learn about the various ISSM frameworks and standards, as well as the processes and tools used to manage information systems services.

2. What are the benefits of studying ISSM?

The benefits of studying ISSM include gaining an understanding of how to effectively manage information systems services within organizations. ISSM frameworks and standards provide a common language and set of best practices for managing information systems services, which can help to improve the efficiency and quality of service delivery. In addition, ISSM processes and tools can help organizations to better plan, monitor, and control their information systems services.

3. What are some of the challenges associated with ISSM?

Some of the challenges associated with ISSM include the need for organizations to have a clear understanding of their business requirements in order to effectively select and implement the appropriate ISSM framework or standard. In addition, ISSM can be resource intensive, requiring organizations to invest in training and development for their staff, as well as dedicated ISSM tools and technologies.

4. What are some of the key concepts covered in CMIS 4601 Course?

Some of the key concepts covered in CMIS 4601 Course include service management frameworks and standards, such as ITIL®; service management processes, such as incident management and problem management; and service management tools, such as ServiceNow®. In addition, students will learn about the role of service level agreements (SLAs) in ensuring effective delivery of information systems services.

5. What are some of the learning objectives for CMIS 4601 Course?

Some of the learning objectives for CMIS 4601 Course include understanding the role of ISSM within organizations, becoming familiar with popular ISSM frameworks and standards, learning about common ISSM processes and tools, and understanding how to use SLAs to ensure effective delivery of information systems services.

CMIS 4601 Week 5 DQ 1 (20 Questions)

Instructor: Dr. Li Zhang

CMIS 4601 Course Description: Information Systems Service Management (CMIS 4601) is a CMIS 4601 Course that focuses on the management of information systems services. The CMIS 4601 Course covers topics such as service delivery, service support, and service level management. The CMIS 4601 Course also covers the concepts of quality management and continuous improvement.

CMIS 4601 Course Objectives: Upon successful completion of CMIS 4601 Course, students will be able to:

1. Understand the role of information systems in service delivery.

2. Understand the concepts of quality management and continuous improvement.

3. Understand the role of information systems in service support.

4. Understand the role of information systems in service level management.

CMIS 4601 Course Textbook: Kotter, J. P., & Heskett, J. L. (1992). Corporate culture and performance (2nd ed.). New York, NY: Free Press.

1) What is the difference between a service and a product?

2) What are some examples of services?

3) What are some examples of products?
4) What are some factors that contribute to the success of a service?
5) What are some factors that contribute to the success of a product?

CMIS 4601 Week 5 Discussion 2 (20 Questions)

(Week 5) Discussion 2: Service Level Management (SLM) [20 Questions] Due Date: Friday, 11/15/2013 by 11:59 pm ET. Read Chapters 9 and 10 of the textbook and review the required readings for this week. In this discussion, you will apply your knowledge of service level management to a scenario. Review the scenario below and discuss it with your classmates. [Scenario 1] Your organization is creating a new service for your customers who purchase goods from your company. You have been asked to lead the team that will develop this service. After much research, you have decided that the most effective way to develop this service is by using an agile methodology and plan to use an iterative approach to the project. You believe that the development team should be allowed to work in a self-organizing manner in order to produce a quality product within the time frame that has been set for the project. Your boss tells you that he agrees with your approach and gives you the go-ahead to start working on the project. The first thing you do is create a service catalog for this new service. In order to do this, you need to collect information about what your customers want from this service as well as what they need from it. You hold several meetings with your customers in order to gather this information and then use it to create a service catalog for the new service. After you have created the service catalog, you meet with your boss again and he tells you that he wants you to create a Service Level Agreement (SLA) for the new service. He tells you that he wants the SLA to be very detailed and he wants it to cover all aspects of the service. He also tells you that he wants you to create a Service Level Management Plan (SLMP) for the new service. He tells you that he wants the SLMP to be very detailed and he wants it to cover all aspects of the service. You agree to create both the SLA and the SLMP for the new service and you begin working on them immediately. Questions: 1) What are some of the things that you need to take into consideration when creating a service catalog for a new service? 2) What are some of the things that you need to take into consideration when creating a SLA for a new service? 3) What are some of

CMIS 4601 Week 5 DQ 2 (20 Questions)

What are the benefits and challenges of implementing knowledge management in healthcare organizations?

The benefits of implementing knowledge management in healthcare organizations include improved patient care, increased efficiency, and reduced costs. The challenges of implementing knowledge management in healthcare organizations include developing an effective knowledge management system, ensuring that knowledge is shared effectively, and managing the change process.

CMIS 4601 Week 5 Quiz (20 Questions)

Please take this quiz to see how well you know the topics covered in CMIS 4601 Course.

CMIS 4601 Week 5 MCQ’s (20 Multiple Choice Questions)

*(CMIS 4601 Course is also offered as CMIS 590 – Information Systems Service Management (5 credits) at George Mason University)*

**(The CMIS 4601 Course meets once a week for two hours.)**

CMIS 4601 Week 6 Description

Week 6: Software as a Service (SaaS) and Cloud Computing

This week we will explore how the cloud is changing the way software is delivered and consumed. We will discuss how SaaS represents a new model for delivering software to customers, and how this model is being enabled by cloud computing. We will also explore the implications of SaaS and cloud computing for information systems service management.

CMIS 4601 Week 6 Outline

Week 6 – Information Systems Service Management
In this week, we will focus on service management as it relates to information systems. We will cover topics such as the service life cycle, service level agreements (SLAs), and incident management. You will have the opportunity to apply these concepts in a case study.

Learning Objectives
At the end of this week, you should be able to:
– Understand the service life cycle
– Understand service level agreements (SLAs) and how they are used in information systems
– Understand incident management and how it is used in information systems
– Apply these concepts to a case study

CMIS 4601 Week 6 Objectives

Service-Oriented Architecture

* Compare and contrast service-oriented architecture (SOA) with object-oriented architecture (OOA).
* Explain SOA concepts, including services, service providers, and service consumers.
* Identify the characteristics of a well-designed SOA.
* Given a scenario, apply SOA principles to design an SOA solution.

Service Design and Management

* Analyze the benefits and challenges of implementing services.
* Design a service blueprint for a given scenario.
* Identify the steps in the service design process.
* Given a scenario, apply the steps in the service design process.

CMIS 4601 Week 6 Pre-requisites

CMIS 4601 Course: CMIS 4601 – Information Systems Service Management Prerequisites for CMIS 4601 – Information Systems Service Management* (5 credits) Please read the prerequisites carefully as you may need to complete prerequisites at a community college before enrolling in CMIS 4601 Course. Students should ensure they have completed the prerequisites prior to enrolling in CMIS 4601 Course. For more information on prerequisites please contact the Office of Admissions at (301) 277-2131 or 1-800-468-8728, ext. 2131, or email uapadmissions@umuc.edu. Students must complete all three of the following CMIS 4601 Courses before taking CMIS 4601: CIS 3210 – Principles of Database Management and CIS 3370 – Introduction to Networking and Security Technologies , or equivalent CMIS 4601 Courses. If you are unsure whether you have met the equivalent CMIS 4601 Courses’ requirement, please contact your academic advisor . : CMIS 4601 Course Materials Required Textbook Cengage Learning eBooks on Blackboard Access Code Packet for Laudon and Laudon/Traver’s Essentials of MIS (9781285869759) The access code packet contains a card that provides access to all of your Cengage learning resources—eBooks, online homework, CMIS 4601 Course management tools, and more—in one place for one semester for one price! It is not a printed textbook, but instead gives you access to an online version of your textbook from Cengage. You will receive an email with instructions on how to activate your access code once it arrives in approximately 7–10 days after you register for CMIS 4601 Course. NOTE: Access codes are NOT refundable once opened. Optional Textbooks Practical Guide to Enterprise Architecture Framework (9781409298895) This text is available through Amazon (and other retail vendors). As an alternative to buying new textbooks through the bookstore or through retailers such as Amazon, we strongly encourage students to consider renting textbooks from Chegg Textbook Rental (www.chegg.com/textbooks) or other similar services. Chegg offers free shipping both ways and flexible rental terms designed around your schedule and needs as a student. Other Online Resources A variety of websites are listed throughout the CMIS 4601 Course syllabus and will be used for assignments and activities during this class—these websites provide useful information about all aspects of service management, ISO 20000 Standards, ITIL® lifecycles; best practices; processes; controls; and training resources. In addition there are many excellent videos available through sites such as YouTube and TED Talks that can be found online by searching keywords such as “ISO 20000,” “ITIL,” “Service Management,” “Service Strategy,” “Service Design,” “Service Transition,” “Service Operations,” “Continual Service Improvement,” etc.: Computer Hardware/Software Requirements The only software required for CMIS 4601 Course is Microsoft Word 97 or later because all assignments are submitted in Word format (PDFs are not accepted). Only Microsoft Word 2007 or later versions can open documents that contain embedded multimedia files, so users with older versions should use Microsoft Word 2010 which is freely available at www.office.com . All other software requirements will be discussed during week 1 of the class when we talk about setting up our ePortfolios.: CMIS 4601 Course Organization and Materials CMIS 4601 Course OBJECTIVES: Upon completion of CMIS 4601 Course students will be able to understand and apply knowledge about service management principles using ISO 20000 standards within an information systems environment.; CMIS 4601 Course FORMAT AND SCHEDULE: This eight-week online asynchronous CMIS 4601 Course uses an accelerated pace requiring 6–8 hours per week outside of class times including reading assignments, research projects, writing papers/presentations/blogs/portfolio entries based on case studies/group discussions/independent research etc., viewing videos on various topics related to service management principles using ISO 20000 standards within an information systems environment.; CMIS 4601 Course CONTENT OVERVIEW: We will begin by introducing how service management principles using ISO 20000 standards apply within an information systems environment—we will discuss what goes into designing a successful IS strategy that incorporates current trends in technology along with organizational needs.; CMIS 4601 Course ORGANIZATION CMIS 4601 Course consists of several weeks organized around major themes related to service management principles using ISO 20000 standards within an information systems environment—each week focuses on specific topics related to designing a successful IS strategy that incorporates current trends in technology along with organizational needs.; All students are required to participate in weekly discussions which promote collaboration between fellow classmates and work toward understanding key concepts surrounding service management principles using ISO 20000 standards within an information systems environment.; Students also submit individual assignments each week—these assignments can take different forms such as reading reviews; writing papers/presentations/blogs based on case studies/group discussions/independent research etc., viewing videos on various topics related to designing a successful IS strategy that incorporates current trends in technology along with organizational needs.—assignments vary each week based upon content covered—a detailed description of each assignment is located under each topic description below.; Students should review all materials thoroughly before beginning work toward their individual weekly assignment(s). Please do not wait until Sunday evening before class begins (at 8pm ET) because there may not be enough time left before due dates if you wait until then!; THE FOLLOWING TOPICS ARE COVERED IN CMIS 4601 Course IN THE SPECIFIED ORDER: Week One Topic: Fundamentals Overview Readings Required Reading Chapter 1 from Essentials of MIS Watch Lecture Videos Discussion Questions Assignment 1D1 Fundamentals Game Discussion Board Forum Week Two Topic: Processes Overview Readings Required Reading Chapter 3 from Essentials of MIS Watch Lecture Videos Discussion Questions Assignment 2D1 Processes Game Discussion Board Forum Week Three Topic: Technology Overview Readings Required Reading Chapter 4 from Essentials of MIS Watch Lecture Videos Discussion Questions Assignment 3D1 Technology Game Discussion Board Forum Week Four Topic: Organization Overview Readings Required Reading Chapter 5 from Essentials of MIS Watch Lecture Videos Discussion Questions Assignment 4D1 Organization Game Discussion Board Forum Week Five Topic: Planning Overview Readings Required Reading Chapter 6 from Essentials of MIS Watch Lecture Videos Group Project Assignment 5P1 Planning Game—Group Activity Project 5P2 Planning Presentation—Group Activity Discussion Questions Assignment 5D1 Planning Game—Individual Activity Self-Assessment 5SA Individual AssessmentWeek Six Topic: Implementation Overview Readings Required Reading Chapter 7 from Essentials of MIS Watch Lecture Videos Group Project Assignment 6P1 Implementation Game—Group Activity Project 6P2 Implementation Presentation—Group Activity Self-Assessment 6SA Individual AssessmentDiscussion Questions Assignment 6D1 Implementation Game—Individual ActivityWeek Seven Topic: Operation Overview Readings Required Reading Chapter 8 from Essentials of MIS Watch Lecture Videos Group Project Assignment 7P1 Operation Game—Group Activity Project 7P2 Operation Presentation—Group Activity Self-Assessment 7SA Individual AssessmentDiscussion Questions Assignment 7D1 Operation Game—Individual ActivityWeek Eight Topic: Improving & Controlling Systems Development Processes Readings Required Reading Chapter 9 from Essentials Final exam discussion questions CMIS 4601 Course Projects Project 1A DBA Portfolio Rubric Sample Portfolios DBA Portfolio Schedule Project 2A Detailed Specifications Report Rubric Sample Reports Detailed Specifications Report ScheduleProject 3A Software Testing Report Rubric Sample Reports Software Testing Report ScheduleProject 4A Requirements Analysis Rubric Sample Reports Requirements Analysis ScheduleProject 5P Implementation Plan Rubric Sample Plans Implementation Plan ScheduleProject 6P Job Performance Evaluation Rubric Sample Evaluations Job Performance Evaluation ScheduleProject 7P Training Manual Rubric Samples Training Manual ScheduleFinal Exam Final ExamRubrics Each individual assignment has its own corresponding rubric (see links above under “CMIS 4601 Course Projects”)—this means there is ONE rubric per individual assignment, so make sure you know what project is due when because if you submit someone else’s project you risk getting points taken away! Make sure you review each individual rubric very carefully so that you understand what expectations must be met for full credit!! Exams There are NO exams given in this class! To assess student learning outcomes we rely entirely upon EACH INDIVIDUAL STUDENT COMPLETING ALL OF HIS OR HER ASSIGNMENTS CORRECTLY BEFORE MOVING ON TO THE NEXT WEEK’S TOPICS! If students get behind they WILL NOT BE ABLE TO COMPLETE ALL ASSIGNMENTS PROPERLY AND WILL THUS FAIL THE CMIS 4601 Course!!! Do NOT let yourself get behind!!! Weekly Assignments Individual Assignments Various individual assignments may include activities such as reading reviews; writing papers/presentations/blogs based on case studies/group discussions/independent research etc., viewing videos on various topics related to designing a successful IS strategy that incorporates current trends in technology along with organizational needs.—assignments vary each week based upon content covered—a detailed description of each assignment is located under each topic description below.: GROUP PROJECTS Based upon my years teaching online classes I have noticed one trend among most students who fail classes – they procrastinate their group projects until the last minute making it impossible for them –or their teammates –to do high quality work!!! SO….I am advising ALL students NOW that YOU MUST START WORKING ON YOUR GROUP PROJECTS IMMEDIATELY AFTER YOU RECEIVE THEM!!! DO NOT WAIT UNTIL THE LAST MINUTE TO START WORKING ON THEM BECAUSE IF YOUR TEAMMATES HAVE TO WAIT FOR YOU TO FINISH YOUR PART IT WILL SLOW THEM DOWN AND WEAKEN THEIR GRADE AS WELL AS YOURS!! RESEARCH REQUIRED FOR PROJECTS There are two types required reading associated with group projects – team readings which are readings assigned specifically by me just like any other type reading yet specific only to your team based upon which project your team has been assigned whereas required readings apply across all groups doing any project regarding resource requirements during development phases associated with developing solutions for business problems using information systems technologies!!! Team readings come directly from actual chapters in your textbook whereas required readings come directly from our ePortfolio resources pages accessed via Blackboard Learn!! Here is what I expect every team member participating fully part having reviewed ALL materials completely prior time engaging his her teammates business logic development process operations support services organizations including but not limited creating blueprint high level plan outlining solution implement strategize related performance improvement issues risks potential impacts potential changes business processes operational procedures company policy organization guidelines title table contents section section introduction purpose objectives overview overview statement thesis statement outline rest paper discussion conclusions recommendations references citations appendices appendix framework definitions diagrams charts exhibits simulations presentations detailed descriptions justification scenarios proposals submissions responses queries inquiry requests acknowledgements comments suggestions feedback assessments assessments examinations surveys evaluations examinations evaluation entrance exit quizzes essays examinations essay test multiple choice short answer true false statements statements open ended additional additional education education activity activity project project lab lab instructor instructor led led guided guided independent independent practice practice practice practice prompt prompt simulation simulation simulation simulation simulation simulation text text tutorials tutorials blogs blogs discussion discussion discussion discussion forum forum journal journal notebook notebook portfolio portfolio portfolio portfolio portfolio portfolio report report scrapbook scrapbook study study study guide guide tool tool toolkit toolkit virtual virtual virtual virtual world world world wiki wiki wiki wiki video video video video web web web web wikipedia wikipedia wikipedia wikipedia : EVALUATION BREAKDOWN This breakdown clearly delineates expected amounts participation points possible activities I give grades based percentage completed actually done according percentage earned grade scale 100% 90% 80% 70% 60% 50% 40% 30% 20% 10 0 A B C D F : Thank You! “One man’s trash is another man’s treasure” ~Proverb~

CMIS 4601 Week 6 Duration

CMIS 4601 Course provides an overview of Information Systems service management with a focus on concepts, processes, and tools used to support the delivery and operation of IT services. The CMIS 4601 Course addresses the IT Infrastructure Library (ITIL) framework for service management. Topics include service strategy, service design, service transition, service operation, continual service improvement, and organizational change management. Students will gain experience applying these concepts to real-world scenarios through case studies and hands-on exercises.

CMIS 4601 Week 6 Learning Outcomes

CMIS 4601 Course explores information systems service management from a business perspective. It emphasizes service level management, capacity planning, continuity planning, and availability management, as well as financial management of services. Through case studies, readings, and discussions, students will learn how to manage the delivery of services to meet business objectives. They will also be able to apply the concepts learned in CMIS 4601 Course to develop an information systems service management plan.

By the end of CMIS 4601 Course, students will be able to:

1. Understand the role of information systems in service management.

2. Understand the concept of service level management and its importance in ensuring that services meet customer expectations.

3. Understand the concept of capacity planning and its importance in ensuring that services can meet future demand.

4. Understand the concept of continuity planning and its importance in ensuring that services can be recovered in the event of an outage.

5. Understand the concept of availability management and its importance in ensuring that services are available when needed.

6. Understand the concept of financial management of services and its importance in ensuring that services are provided at a cost-effective price.

7. Develop an information systems service management plan.

CMIS 4601 Week 6 Assessment & Grading

CMIS 4601 Course Outcomes Assessed:

• CMIS 4601-1: Develop and implement an information systems service management (ISSM) program for a small- to medium-sized organization.

• CMIS 4601-2: Evaluate the value of ISSM metrics and analytics in improving IT services.

• CMIS 4601-3: Implement an information systems service management (ISSM) program for a small- to medium-sized organization.

• CMIS 4601-4: Analyze IT services from the customer’s perspective and identify improvements.

Assessment Instructions:

You are required to develop an Information Systems Service Management (ISSM) program for a small- to medium-sized organization. The program should be developed using the Information Technology Infrastructure Library version 3 (ITIL v3). This can be done by completing the following tasks:

CMIS 4601 Week 6 Suggested Resources/Books

CMIS 4601 Course Material
– Service Design, Service Operation, and Continual Service Improvement Processes: ITIL® Service Lifecycle Management
– Managing the IT Services Process: A Handbook of Best Practice
– Introduction to Information Systems Project Management
– Information Technology Project Management: Providing measurable organizational value
– Software Development Metrics: Principles, Practices, and Tools

CMIS 4601 Week 6 Assignment (20 Questions)

# Part 1: Answer the following questions in a few sentences each. Include specific examples to support your answer.
1. Why is it important for an organization to have a service management strategy? How does this strategy help an organization achieve its goals?

An organization’s service management strategy provides guidance on how the organization will manage its services to meet its business goals. The strategy ensures that everyone understands the roles and responsibilities for service management, sets expectations for service delivery, and provides a framework for continuous improvement. This helps the organization to deliver its services more effectively and efficiently, and ultimately achieve its goals.

2. What are some of the benefits of using a service management framework?

A service management framework provides a structure and set of processes for delivering and managing services. It helps organizations to be more efficient and effective in their service delivery, and to continuously improve their services over time. Additionally, it can help to standardize service delivery across an organization, which can make it easier for customers to receive consistent service levels regardless of which department they are interacting with.

CMIS 4601 Week 6 Assignment Question (20 Questions)

Week 6 Assignment (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)**

1. For what purpose do information systems support the provisioning of services?

2. What is the relationship between service providers and consumers of services?

3. How are services offered in an information system?

4. What are some of the benefits that can be achieved by offering services in an information system?

5. How does the use of services impact the overall performance of an information system?

6. What are some of the challenges involved in offering services in an information system?

7. What are some of the best practices for designing and implementing service-oriented information systems?

8. What factors should be considered when deciding whether to offer a particular service in an information system?

9. How can service-oriented information systems be used to improve the efficiency and effectiveness of business processes?

10. What are some of the benefits that can be achieved by integrating service-oriented information systems with other enterprise systems?

CMIS 4601 Week 6 Discussion 1 (20 Questions)

1. Why is it important to understand the concept of “value” when implementing service management?
2. What are some of the key factors that contribute to the value of a service?
3. How can an organization ensure that its services are valuable to customers?
4. What are some of the ways in which value can be measured?
5. What are some of the benefits of managing value?
6. What are some of the challenges associated with managing value?
7. How can an organization create and capture value through its services?
8. How can an organization ensure that its services provide value for money?
9. What is the difference between value and price?
10. How can an organization ensure that its services are priced appropriately?

CMIS 4601 Week 6 DQ 1 (20 Questions)

1. Why is it important to have a service management strategy?
2. What are the benefits of service management?
3. What are some of the challenges faced when implementing service management?
4. How can service management help organizations achieve their business goals?
5. What are the key components of a service management strategy?
6. How can service management be used to improve customer satisfaction?
7. What are some of the best practices for service management?
8. How can service management help organizations reduce costs?
9. What are some of the challenges faced when managing services?
10. How can service providers ensure they are delivering quality services?

CMIS 4601 Week 6 Discussion 2 (20 Questions)

1. What is information?

Information is data that has been processed in such a way as to be meaningful to the recipient and useful for decision making.

2. What are the three types of information?

There are three types of information: structured, unstructured, and semi-structured.

3. What is structured information?

Structured information is data that has been organized into a predefined format, such as a database.

4. What is unstructured information?

Unstructured information is data that has not been organized into a predefined format. It includes text, images, audio, and video.

5. What is semi-structured information?

Semi-structured information is data that has been partially organized into a predefined format. It includes text, images, audio, and video.

CMIS 4601 Week 6 DQ 2 (20 Questions)

1. What are some of the main reasons why ITIL was developed?

2. What are the core concepts of ITIL?

3. What is the value proposition of ITIL?

4. How does ITIL help organizations to improve their service management?

5. What are the benefits of implementing ITIL?

6. How does ITIL compare to other frameworks such as COBIT and ISO 20000?

7. What are the key differences between ITIL v3 and previous versions?

8. What is the scope of ITIL?

9. What processes are included in ITIL?

10. How is ITIL structured?

CMIS 4601 Week 6 Quiz (20 Questions)

1. Which of the following is an advantage of ITIL?

a) It is a simple framework to follow.
b) It helps to align business and IT goals.
c) It provides a common language for all stakeholders.
d) All of the above.

d) All of the above.

2. What are the five core volumes of ITIL?

a) Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
b) Service Strategy, Service Portfolio Management, Service Level Management, Capacity Management, and Availability Management
c) Configuration Management, Release Management, Incident Management, Problem Management, and Change Management
d) Event Management, Request Fulfillment, Access Management, Financial Management for IT Services, and IT Service Continuity

a) Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement

3. What are the three main categories of processes in ITIL?

a) Operational processes, support processes, and managerial processes
b) Governance processes, delivery processes, and support processes
c) Operational processes, technical processes, and managerial processes
d) Delivery processes, support processes, and technical processes

b) Governance processes, delivery processes, and support processes
4. What is the goal of service strategy?

a) To define the direction of the service provider
b) To design new or changed services
c) To transition new or changed services into operational use
d) To continuously improve services

a) To define the direction of the service provider

CMIS 4601 Week 6 MCQ’s (20 Multiple Choice Questions)

1. One of the key advantages of lean manufacturing is:

A. Lean manufacturing uses less capital than other manufacturing processes.
B. Lean manufacturing uses fewer resources than other manufacturing processes.
C. Lean manufacturing generates less waste than other manufacturing processes.
D. All of the above

Answer: D) All of the above

2. The goal of Six Sigma is to:

A. Reduce variation in process outputs so that they are within customer specifications.
B. Achieve near-perfect quality in all process outputs.
C. Improve customer satisfaction by reducing the number of customer complaints.
D. All of the above

Answer: D) All of the above

3. Total Quality Management (TQM) is a management approach that emphasizes:

A. Meeting customer needs and expectations as the primary goal of an organization.
B. Continual improvement in all organizational processes as a means to achieve customer satisfaction.
C. Employee involvement and empowerment as a means to achieve customer satisfaction.
D. All of the above

Answer: D) All of the above

CMIS 4601 Week 7 Description

CMIS 4601 Course examines the service management aspects of information systems. Topics include: service levels, capacity planning, security and privacy, continuity planning, business impact analysis, service delivery models, and vendor management. Students will develop an understanding of how to manage information systems to ensure that they meet the needs of the business.

CMIS 4601 Week 7 Outline

Session 1: Introduction to CMIS 4601
– What is a Service?
– What is Service Management?
– What are some key service management concepts?
– What is the role of information systems in service management?
Session 2: The Service Lifecycle
– Overview of the service lifecycle
– Service strategy
– Service design
– Service transition
– Service operation
– Continual service improvement
Session 3: ITIL® Foundations Certification Exam Review (Optional)
– ITIL® Foundation Certification Exam Overview
– Exam Structure and Format
– Exam Preparation and Tips
Session 4: Final Exam

CMIS 4601 Week 7 Objectives

Students in CMIS 4601 – Information Systems Service Management will be able to:
1. Understand and apply the concepts, frameworks, and tools for service management.
2. Analyze the impact of technology on service management.
3. Understand and apply the processes and functions of service management.
4. Design and implement a service management system.
5. Evaluate the effectiveness of a service management system.

CMIS 4601 Week 7 Pre-requisites

CMIS 4601 Course Description

CMIS 4601 Course provides students with a comprehensive overview of the prerequisite for CMIS 4601 Information Systems Service Management. The CMIS 4601 Course covers topics such as the service lifecycle, service strategy, service design, service transition, service operation, continual service improvement, and other relevant topics. The CMIS 4601 Course also covers the process improvement framework and the associated tools and techniques. In addition, the CMIS 4601 Course discusses the role of people in service management and the importance of communication and stakeholder management.

CMIS 4601 Week 7 Duration

Week 7 of CMIS 4601 covers the topic of Information Systems Service Management. The lecture for this week is on the following topics:

-Introduction to Information Systems Service Management
-The ITIL Framework
-Service Design
-Service Transition
-Service Operation
-Continual Service Improvement

The readings for this week are:

-Lecture slides
-ITIL Service Lifecycle Publication Suite
-Information Technology Infrastructure Library Overview

CMIS 4601 Week 7 Learning Outcomes

– Discuss and analyze the impact of technology innovation on service management
– Evaluate the service management strategies for technology innovation
– Develop a plan to implement service management strategies for technology innovation
– Analyze the benefits and risks of technology innovation in service management
– Develop a business case for technology innovation in service management

CMIS 4601 Week 7 Assessment & Grading

*Note: CMIS 4601 Course is not currently scheduled. Please contact your student success advisor if you have any questions about taking CMIS 4601 Course in the future.

This assessment and grading system covers the requirements for CMIS 4601 – Information Systems Service Management. The system covers the following topics:

• Assessing IT services

• Grading IT services

• CMIS 4601 Course learning outcomes

CMIS 4601 Week 7 Suggested Resources/Books

The following is a list of suggested resources for each CMIS 4601 Course. Please note that the resources are not required and may be supplemented with other resources as desired.

1. CMIS 4601 – Information Systems Service Management:

a.CMIS 4601 – Information Systems Service Management, 2nd Edition by Carol Vorderwulbecke (ISBN-10: 1439877280)

b.Service Management: Operations, Strategy, and Information Technology, 7th Edition by James A. Fitzsimmons and Mona J. Fitzsimmons (ISBN-10: 0073380464)

c.Information Technology Project Management, 6th Edition by Kathy Schwalbe (ISBN-10: 1118174934)

d.The ITIL® Lifecycle Suite by Office of Government Commerce (ISBN-10: 0113310860)

CMIS 4601 Week 7 Assignment (20 Questions)

(Total 60 points)

1. (5 pts) What is the primary purpose of ISO 9000?

The primary purpose of ISO 9000 is to ensure that products and services meet customer expectations and requirements.

2. (5 pts) What is the difference between a process and a procedure?

A process is a set of activities that transforms inputs into outputs. A procedure is a specific way of carrying out a process.

3. (5 pts) What are the benefits of using quality tools?

Quality tools can help organizations to identify, track, and resolve problems. They can also help to improve communication and collaboration among team members, as well as improve the overall quality of products and services.

4. (5 pts) What is the difference between a control chart and a histogram?

A control chart is used to monitor process performance over time, while a histogram is used to visualize the distribution of data.

5. (5 pts) What is the difference between statistical process control and total quality management?

Statistical process control focuses on monitoring and controlling process variables to ensure that they remain within acceptable limits. Total quality management takes a broader view of quality, encompassing all aspects of the organization from top to bottom.

CMIS 4601 Week 7 Assignment Question (20 Questions)

*Note: This class is not part of the online MSIS program.

1. What is the primary goal of IT service management?

2. What are the four main components of IT service management?

3. What are the benefits of using IT service management?

4. What are the challenges of using IT service management?

5. What is the difference between a service and a product?

6. What are the characteristics of a good service?

7. What is the difference between a customer and a user?

8. What is the difference between a stakeholder and a sponsor?

9. What is the difference between an incident and a problem?

10. What are the steps in the incident management process?

CMIS 4601 Week 7 Discussion 1 (20 Questions)

(CMIS 4601 Course Syllabus – http://myeclassonline.com/CMIS 4601 Courses/syllabus/CMIS_4601_Inf…

*CMIS 4601 Week 7 Discussion 2 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601) (CMIS 4601 Course Syllabus – http://myeclassonline.com/CMIS 4601 Courses/syllabus/CMIS_4601_Inf…

*CMIS 4601 Week 8 Discussion 1 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601) (CMIS 4601 Course Syllabus – http://myeclassonline.com/CMIS 4601 Courses/syllabus/CMIS_4601_Inf…

*CMIS 4601 Week 8 Discussion 2 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601) (CMIS 4601 Course Syllabus – http://myeclassonline.com/CMIS 4601 Courses/syllabus/CMIS_4601_Inf…

CMIS 4601 Week 7 DQ 1 (20 Questions)

– Summer 2017

**Discussion Question 1**

1. What are some of the benefits of using a ticketing system to manage incidents?
2. How might a ticketing system help an organization to meet its SLAs?
3. What are some of the benefits of using a ticketing system to manage requests?
4. How can a ticketing system be used to track the progress of changes?
5. How can a ticketing system be used to track the progress of problems?

CMIS 4601 Week 7 Discussion 2 (20 Questions)

1. Discuss the benefits of customer service management (CSM).

2. What are some of the key components of a CSM system?

3. How can CSM help organizations improve their customer service?

4. What are some of the challenges associated with implementing CSM?

5. How can CSM help organizations better understand their customers?

6. What role does technology play in CSM?

7. What are some of the best practices for implementing CSM?

8. How can CSM help organizations improve their bottom line?

9. What are some of the trends affecting CSM?

10. How will CSM evolve in the future?

CMIS 4601 Week 7 DQ 2 (20 Questions)

1. Define the term “information security management.”

Information security management is the process of protecting information by mitigating information risks. It includes identifying, assessing, and treating information risks.

2. What are the goals of information security management?

The goals of information security management are to protect information assets and ensure the confidentiality, integrity, and availability of information.

3. What are the benefits of implementing an information security management system?

The benefits of implementing an information security management system include improved security, reduced risk, and improved compliance.

4. What are the key components of an information security management system?

The key components of an information security management system include policies and procedures, risk assessment and treatment, incident response, and continuous improvement.

5. What is the difference between a security policy and a security procedure?

A security policy is a high-level statement that provides guidance on how to achieve the goals of information security management. A security procedure is a detailed set of instructions that specify how to implement a security policy.

CMIS 4601 Week 7 Quiz (20 Questions)

1. Information systems (IS) is the study of interrelated components that work together to collect, process, store, and disseminate information. What are the five main components of an IS?

2. The first step in information systems planning is to develop a clear understanding of what the organization needs from an IS. What are some factors that should be considered when determining organizational needs?

3. The second step in information systems planning is to select the best option for meeting the organization’s needs. What are some factors that should be considered when selecting an IS?

4. The third step in information systems planning is to implement the selected option. What are some factors that should be considered when implementing an IS?

5. The fourth step in information systems planning is to monitor and evaluate the performance of the IS. What are some factors that should be considered when monitoring and evaluating an IS?

6. Information systems can be used to support all of the following EXCEPT:

7. A system is a set of interrelated components that work together to achieve a common goal. Which of the following is NOT a component of a system?

8. A subsystem is a set of interrelated components that work together to achieve a specific goal within a larger system. Which of the following is NOT a component of a subsystem?

9. A process is a set of interrelated activities that transform inputs into outputs. Which of the following is NOT an activity in a process?

10. A function is a set of interrelated activities that produce a specific output from one or more inputs. Which of the following is NOT a function?

CMIS 4601 Week 7 MCQ’s (20 Multiple Choice Questions)

1. Which of the following is not an operational support process?

A. Incident management
B. Configuration management
C. Financial management
D. Release management

2. A ___________ is a plan that describes how a process will be carried out and what resources will be needed to support it.

A. Workflow diagram
B. Service Level Agreement (SLA)
C. Standard Operating Procedure (SOP)
D. Change Request

3. The primary goal of ___________ is to ensure that changes are introduced into the environment in a controlled and predictable manner, while minimizing the risk of service disruption.

A. Incident management
B. Configuration management
C. Financial management
D. Release management

4. ___________ is the process responsible for authorizing the implementation of Changes, and for ensuring that all other activities required to finalize and complete the Change are properly coordinated and completed within agreed timeframes and parameters.

A. Change Control Board (CCB) Meeting
B. Emergency Change Advisory Board (ECAB) Meeting
C. Configuration Control Board (CCB) Meeting
D. Service Level Management (SLM) Meeting

5. A ___________ identifies all authorized hardware, software, firmware, documentation, configurations, test plans, and procedures required to deliver an IT service, including versions and release dates for each component item in the CI record. It also includes information on interrelationships between CIs and other configuration items or records in the CMDB/CMS, as well as other relevant data such as supplier contact details, support levels, maintenance contracts, licenses, etc.

A. Configuration Item (CI) Record
B. Service Catalog
C. Service Level Agreement (SLA)
D. Standard Operating Procedure (SOP)

6. In order for an incident to be closed, it must first be ___________ by the Service Desk or 2nd level support group who determined that the incident has been resolved to the satisfaction of the user or customer who reported it originally?
A. Verified B. Escalated C . Assigned D . Closed

7. What is not one of the four steps involved in handling an incident?

A . Identify B . Diagnose C . Resolve D . Close E . Escalate F . Monitor

8 . Once an incident has been identified by a user or customer , it must be logged by the Service Desk using either an automated tool or manually using a paper-based system , depending on what has been agreed as part of which process? A . Service Level Management B . Problem Management C . Incident Management D . Availability Management

9 . Which one of the following is not a type of incident? A . Request B . Error C . Failure D . Outage

10 . Which one of the following best describes what is meant by an ‘error’ ? A . An error has occurred when a CI has failed but can be restarted without any correction being made to it first B . An error has occurred when a CI has failed but cannot be restarted without some kind of correction being made to it first C . An error has occurred when a CI does not operate as expected but no failure has occurred D . Errors are never recorded in incident records

CMIS 4601 Week 8 Description

In CMIS 4601 Course, students will learn about the principles and practices of service management in an information systems context. Students will explore how to manage and improve the quality of information systems services, including service design, service delivery, and service operation. Students will also learn how to use service management frameworks such as ITIL® to guide the development and improvement of information systems services.

CMIS 4601 Week 8 Outline

**(Week 8 Outline)**

The purpose of CMIS 4601 Course is to provide students with an understanding of the principles and practices of Information Systems Service Management. The CMIS 4601 Course covers topics such as service management processes, ITIL, SLAs, and performance measurement.

1. Service Management Processes

2. ITIL

3. SLAs

4. Performance Measurement

CMIS 4601 Week 8 Objectives

CMIS 4601 Course is the capstone for the Information Systems Service Management track. The objectives for CMIS 4601 Course are to:

1. Develop a service management plan for an information system.
2. Implement and operate an information system service management process.
3. Evaluate the effectiveness of an information system service management process.

CMIS 4601 Week 8 Pre-requisites

The following prerequisites are required for CMIS 4601:

* A grade of C or better in all required accounting and finance CMIS 4601 Courses.

CMIS 4601 Week 8 Duration

Week 8: Project Implementation and Management

This week we begin work on the final project for CMIS 4601 Course. The goal of the project is to select an information system and propose a service management plan for it. The first step is to choose your project team and decide on the information system you want to study. You will then complete a preliminary analysis of the information system and prepare a project charter. These documents will be submitted in Module 8.

CMIS 4601 Week 8 Learning Outcomes

Week 8 Learning Outcomes:
– Understand the role of information systems service management in supporting business continuity and disaster recovery.
– Understand the role of information systems service management in managing organizational risk.
– Understand the role of information systems service management in managing IT security.
– Understand the role of information systems service management in ensuring compliance with laws, regulations, and policies.

CMIS 4601 Week 8 Assessment & Grading

*Note: This is a tentative schedule. Any changes will be announced in class and/or on the CMIS 4601 Course website.

CMIS 4601 Week 8 Suggested Resources/Books

*You are not required to purchase these books. These are merely suggestions for additional content.

CMIS 4601 Week 8 Suggested Resources/Books for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

1. Introduction to Information Systems Service Management (CMIS 4601)

a. textbook: Introduction to Information Systems: Supporting and Transforming Business, 4th edition by R. Kelly Rainer, Jr., Brad Prince, Casey G. Cegielski
2. Fundamentals of Service Management (CMIS 4601)

a. textbook: Service Management: Operations, Strategy, and Information Technology, 7th edition by James A. Fitzsimmons, Mona J. Fitzsimmons
3. Service Design (CMIS 4601)

a. textbook: ITIL Service Design by Andrew Stellman and Jennifer Greene

CMIS 4601 Week 8 Assignment (20 Questions)

1. What is a service delivery platform (SDP)?
2. What are the benefits of using an SDP?
3. What are the key components of an SDP?
4. How does an SDP enable service providers to create and deliver innovative services?
5. What are some of the challenges associated with implementing an SDP?
6. What role does SOA play in an SDP?
7. How can an SDP be used to create a converged IP network?
8. What are some of the benefits of using an SDP to create a converged IP network?
9. What are some of the challenges associated with using an SDP to create a converged IP network?
10. How can an SDP be used to enable real-time communications?
11. What are some of the benefits of using an SDP to enable real-time communications?
12. What are some of the challenges associated with using an SDP to enable real-time communications?
13. How can an SDP be used to facilitate content delivery?
14. What are some of the benefits of using an SDP to facilitate content delivery?
15. What are some of the challenges associated with using an SDP to facilitate content delivery?
16. What other applications can be enabled by an SDP?
17. How can service providers use an SDP to create new revenue streams?
18. What are some of the challenges associated with monetizing services delivered over an SDP?
19. How can service providers use an SDP to improve customer satisfaction?
20. What are some of the challenges associated with using an SDP to improve customer satisfaction?

CMIS 4601 Week 8 Assignment Question (20 Questions)

Total Points: 20 points

1. What is service management? (3 points)
2. What is a service provider? (2 points)
3. What are the main goals of service management? (3 points)
4. What are the benefits of using service management? (5 points)
5. What are the key principles of service management? (5 points)

CMIS 4601 Week 8 Discussion 1 (20 Questions)

1. What is a software testing strategy? Why is it important to have a software testing strategy?

2. What are some of the benefits of using a software testing tool?

3. What are some of the challenges of using a software testing tool?

4. What are some of the benefits of using a test management tool?

5. What are some of the challenges of using a test management tool?

6. What is the difference between regression testing and retesting? Why is it important to understand the difference between these two types of testing?

7. What is the difference between white box testing and black box testing? Why is it important to understand the difference between these two types of testing?

8. What is the difference between functional testing and non-functional testing? Why is it important to understand the difference between these two types of testing?

9. What is the difference between system testing and acceptance testing? Why is it important to understand the difference between these two types of testing?

10. What are some of the benefits of using a test automation tool?

CMIS 4601 Week 8 DQ 1 (20 Questions)

1. What is information systems service management (ISSM)?

2. What are some of the benefits of ISSM?

3. How can ISSM help organizations improve their information systems?

4. What are some of the challenges involved in implementing ISSM?

5. How can organizations overcome these challenges and realize the benefits of ISSM?

6. What are some of the key components of ISSM?

7. How do these components work together to provide effective information systems service management?

8. What role does ITIL play in ISSM?

9. What are some of the other frameworks and standards that are relevant to ISSM?

10. How can organizations use ISSM to align their information systems with their business goals and objectives?

CMIS 4601 Week 8 Discussion 2 (20 Questions)

(CMIS4601)

*CMIS 4601 Week 8 Discussion 1 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601) (CMIS4601)

*CMIS 4601 Week 7 Discussion 2 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601) (CMIS4601)

*CMIS 4601 Week 7 Discussion 1 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601) (CMIS4601)

*CMIS 4601 Week 6 Discussion 2 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601) (CMIS4601)*CMIS 4601 Week 6 Discussion 1

CMIS 4601 Week 8 DQ 2 (20 Questions)

What is a Service Level Agreement?

1. What is a service level agreement (SLA)?
2. What is the purpose of an SLA?
3. What are some common elements of an SLA?
4. How can SLAs be used to improve the quality of services?
5. What are some challenges associated with implementing SLAs?
6. How can SLAs be used to manage expectations?
7. What role does communication play in SLAs?
8. How can SLAs be used to measure service performance?
9. What are some best practices for creating effective SLAs?
10. Are there any risks associated with using SLAs? If so, what are they?

CMIS 4601 Week 8 Quiz (20 Questions)

1. What is the key difference between a service catalog and a service portfolio?
2. What are some of the benefits of implementing a service catalog?
3. What are some of the challenges associated with implementing a service catalog?
4. What is the key difference between a service level agreement and a service level objective?
5. What are some of the benefits of implementing service level agreements?
6. What are some of the challenges associated with implementing service level agreements?
7. What is the key difference between capacity management and performance management?
8. What are some of the benefits of implementing capacity management?
9. What are some of the challenges associated with implementing capacity management?
10. What is the key difference between availability management and continuity management?
11. What are some of the benefits of implementing availability management?
12. What are some of the challenges associated with implementing availability management?
13. What is the key difference between security management and risk management?
14. What are some of the benefits of implementing security management?
15. What are some of the challenges associated with implementing security management?
16. What is the key difference between change management and release management?
17. What are some of the benefits of implementing change management?
18. What are some of the challenges associated with implementing change management?

CMIS 4601 Week 8 MCQ’s (20 Multiple Choice Questions)

1. How are Information Systems services delivered?

A. Services are delivered to customers by the Information Systems department.
B. Information Systems services are embedded in the business processes of the organization and are not visible to customers.
C. Services are delivered to customers through a combination of technology and people.
D. Services are delivered to customers by technology only.

C. Services are delivered to customers through a combination of technology and people.

CMIS 4601 Week 9 Description

The purpose of CMIS 4601 Course is to provide students with an understanding of the service management discipline within the information systems domain. The CMIS 4601 Course will cover topics related to service design, service transition, service operation, and continual service improvement. Students will learn how to apply the concepts of service management to real-world scenarios.

CMIS 4601 Week 9 Outline

Week 9: Implementation and Management of Information Systems Services

*Lecture Topics:*
– Service management principles for information systems services
– Principles for designing and implementing information systems services
– Principles for managing information systems services
– Principles for monitoring and improving information systems services
– Case study: implementation of a service management framework in an organization

*Assigned Reading:*
– Service Operation, Chapter 13, pages 507-533, ITIL Service Design, 2007. Available online at: http://www.itlibrary.com/planning/service_operation/index.html (or see Blackboard – CMIS 4601 Course Content)
– ISO 20000 Part 1, Clause 4 – Service Delivery Processes, pages 19 – 32. Available online at: http://www.iso20000toolkit.com/Part1Clause4ServiceDeliveryProcesses.htm (or see Blackboard – CMIS 4601 Course Content)
– Case Study: A case study on the implementation of a service management framework will be assigned during this week (see Blackboard).

*CMIS 4601 Course Project Deliverables Due This Week:*

Week 9 Quiz

CMIS 4601 Week 9 Objectives

*Note: You may complete the objectives for CMIS 4601 Course before or after completing the CMIS 4601 CMIS 4601 Course.

**Note: Objectives with an asterisk next to them are core objectives that you must complete. Other objectives are recommended, but not required.

**Week 9**

– Understand the impact of technology on service management*
– Understand how to use information systems to support service management*

CMIS 4601 Week 9 Pre-requisites

CMIS 4601 Course examines the basic concepts and principles of Information Systems Service Management (ISSM) in an organization. It emphasizes service management processes, including service portfolio management, demand management, service level management, capacity and availability management, IT service continuity management, information security management and supplier relationship management. The CMIS 4601 Course also covers the concept of value streams and capability maturity models as well as their applications to managing service quality in the enterprise. Prerequisites: CMIS 3601 or equivalent with a grade of C- or higher

CMIS 4601 Week 9 Pre-requisites for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601) CMIS 4601 Course examines the basic concepts and principles of Information Systems Service Management (ISSM) in an organization. It emphasizes service management processes, including service portfolio management, demand management, service level management, capacity and availability management, IT service continuity management, information security management and supplier relationship management. The CMIS 4601 Course also covers the concept of value streams and capability maturity models as well as their applications to managing service quality in the enterprise. Prerequisites: CMIS 3601 or equivalent with a grade of C- or higher

CMIS 4601 Week 9 Duration

Week 9: Software Development Tools and Techniques*

In this final week of the CMIS 4601 Course, we will learn about some of the tools and techniques used in software development. We will cover topics such as requirements gathering, prototyping, user interface design, usability testing, configuration management, project management, and software development methodologies.

CMIS 4601 Week 9 Learning Outcomes

– Understand the role of information systems in service management and how they can be used to improve service quality and efficiency
– Analyze different approaches to information systems service management
– Evaluate the benefits and limitations of various information systems service management tools and techniques
– Develop a plan for implementing an information system service management initiative in an organization
– Implement an information system service management initiative in an organization

CMIS 4601 Week 9 Assessment & Grading

This week you will be assessed on the following objectives:

1. Analyze and evaluate system-level metrics for service quality and success (CMIS4601-6)
2. Evaluate service quality using customer feedback (CMIS4601-7)
3. Analyze and compare the relative merits of various quality management systems (CMIS4601-8)
4. Recommend improvements to a service management system (CMIS4601-9)

CMIS 4601 Week 9 Suggested Resources/Books

(CMIS 4601)

CMIS 4601 Course Materials Required Textbook Kappelman, M. A., & Dykstra, J. (2009). Information systems management in practice (7th ed.). Upper Saddle River, NJ: Prentice Hall. ISBN: 978-0-13-611646-2 CMIS 4601 Course Materials Access the online CMIS 4601 Course materials through the myCSU portal. Click on the Student Services link and then go to WebAdvisor. Go to Student Planning and select Bookstore Web Express from the drop down menu and follow the steps below: After you log in, select Textbook/CMIS 4601 Course Materials from the left side menu

Click on Search for Classes/Textbooks/CMIS 4601 Course Materials

Select your term and campus, and click Submit

Click on Shopping Cart/Bookstore Web Express under Important Links Suggested Readings The following readings are provided to supplement your understanding of the required textbook material: Handout 9 – Read Chapter 10 on information security Chapter 10 covers principles of information security that have application to all organizations regardless of size or industry sector. An overview of common tools used for information security is provided including encryption, firewalls and access control lists as well as a discussion of common attacks such as viruses, worms, denial of service attacks and SQL injection attacks. Consider how secure your organization’s IT infrastructure is against these threats by applying the principles discussed in this chapter. Research Paper Assignment The purpose of this assignment is to evaluate your ability to research an organization’s IT Service Management program in depth by doing a case study that demonstrates how it has been implemented within an organization in order to provide a service management program according to one or more accepted standards or frameworks like ISO 20000 or ITIL. Your topic can be a successful implementation of service management according to any standard or framework but must be specific enough for you to cover thoroughly without making it too long for you to complete satisfactorily. Examples include case studies about successful ISO 20000 implementations at various companies; case studies about using ISO 20000 for improvement or development; case studies showing benefits derived from using service management programs based on ISO 20000 or ITIL; etc. You are expected to do your own research about successful ISO 20000 implementations but should feel free to choose other standards or frameworks if you prefer them instead. For example, CMMI (Capability Maturity Model Integration) is another popular standard that could be used instead if you prefer it over ISO 20000 – just make sure that your paper addresses some aspect(s) of implementing service management within an organization per some specific standard(s). To prepare this paper look at websites and online journals related to implemented service management programs within companies so that you can get ideas about what was done at different organizations (e.g., see http://www.computerworlduk.com/management/business-intelligence/eim/news/index.cfm?newsid=17352&pgno=1), read books, articles and white papers related to case studies involving implementing service management programs (e.g., see http://www3.interscience.wiley.com/cgi-bin/abstract/114382659/ABSTRACT?CRETRY=1&SRETRY=0), find business reports by consulting firms like Gartner who specialize in gathering case studies about implementing services based on one or more standards (e.g., see http://www3.gartner.com/resources/search_result_detail?ref=g_search&searchType=research&subType=caseStudy&objectId=0,1412078,0_0&qt=iso%2B20000%2Bcase%2Bstudy), etc.. Once you have decided which company you will use as your focus put together an outline for what topics need coverage so that you can organize your material effectively before starting work on your paper draft and final version so that it will flow smoothly without needing excessive editing later when trying to assemble disparate parts into a coherent whole since editing existing text takes much less time than creating new text from scratch when writing papers for school assignments! Your paper should not exceed 10 pages excluding any appendices or other supplemental materials included with it except for appropriate reference citations which are not counted against the page limit shown above since they are required whenever someone else’s material is used in any part of a school paper but no more than one line per citation should be included otherwise they take up too much valuable space needed for providing better coverage of important points regarding the topic being discussed instead! Each line within each citation should begin at the left margin with no extra spaces between lines! All citations must include all pertinent bibliographic information such as author name(s), date published, title of book chapter if applicable along with book title containing article if applicable along with magazine title containing article if applicable along with full URL address if available along with date accessed if available so that anyone reading your paper can locate copies of cited materials easily since not everyone has access to all journals unless they have paid subscriptions which many people cannot afford since some journals charge over $500 per year which most students cannot afford even though journal articles may only cost $10-$30 each which is ridiculous when considering how easy it is for anyone anywhere in world who has Internet access to copy journal articles using their favorite web browser software like Microsoft Internet Explorer even though many scholars try hard not allow others easy access because they want control over distribution since its easier then finding ways provide same services without charging exorbitant fees! Remember writing research papers takes time because finding relevant material takes time but its worth effort especially when earning good grades helps pay tuition costs meaning higher grades means cheaper education so plan accordingly keeping deadline dates firmly fixed in mind! Do not turn in late drafts otherwise they will receive lower grades because each draft version requires additional editing time usually taking longer than creating first draft version since last minute additions usually require substantial reworking improve overall quality content thus resulting poorer grades due mainly too little time spent refining final edits before submitting finished product meaning getting help earlier makes sense but never ask instructor extend deadline date after its already passed because doing always results zero grade plus possible academic dismissal depending upon severity degree violation university’s academic honesty policy! Also remember always save work often using new file names indicating modifications made since previous saved versions indicate contents changes made meaning doing helps avoid losing work accidently caused computer failures resulting damaged files requiring reentering data otherwise missing information may result receiving lower grades plus wasted time fixing errors resulted skipping editing process! Finally make sure format perfectly conforms requirements listed above using proper sentence structure spelling grammar punctuation sentence spacing type font size type style typeface because making sure everything looks good indicates attention detail also makes it easier read meaning faster understanding content helps understand key points faster thus saving valuable time! Turning Papers late without valid excuses only results losing valuable points possibly failing class therefore never do unless unavoidable situation results being unable meet deadline date despite best efforts meaning having doctor submit written verification illness injury accident loss personal property home fire theft vandalism car truck motorcycle domestic violence sexual assault crime against person crime against property vehicle accident natural disaster hurricane earthquake tornado flood nuclear accident public transportation private transportation airplane bus train railway locomotive railway car railway wagon boat ship ferry submarine yacht rowboat emergency event emergency situation emergency condition emergency alert civil unrest riot rebellion revolution war military conflict military engagement emergency situation emergency condition emergency alert business failure business bankruptcy organizational failure organization bankruptcy organizational reorganization organizational restructuring personnel downsizing job loss employee layoff employee termination employee redundancy industry failure industry bankruptcy government bailout government intervention government regulation government shutdown political upheaval political unrest political violence political riot government shutdown government intervention government regulation government bailout civil unrest riot rebellion revolution war military conflict military engagement emergency situation emergency condition emergency alert terrorist attack terrorist plot terrorist plot attempted terrorist attack attempted terrorist plot attempted terrorist attack terrorist threat terrorist warning economic downturn economic collapse economic depression economic downturn financial crash currency devaluation recession depression global warming climate change pollution natural resources depletion energy shortage fuel shortage water shortages food shortages healthcare shortages housing shortages technology shortages communications failures network failures computer failures power outages system failures communications breakdowns fiber optic cable cuts fiber optic cable breaks fiber optic cable disruptions fiber optic cable disasters communications disruptions telephone disruptions cellular disruptions satellite disruptions radio disruptions television disruptions internet disruptions WWW failures email failures FTP failures file sharing failures messenger services failures VOIP failures video conferencing failures Instant Messaging failures information security breaches data breaches identity theft cybercrime hacking exploits viruses spyware malware Trojan horses worms Trojans botnets rootkits adware phishing scams social engineering buffer overflows spoofing man-in-the-middle attacks DoS attacks DDoS attacks brute force attacks dictionary attacks birthday attacks denial of service attacks distributed denial of service attacks web server interruptions website crashes website downtime ecommerce interruptions ecommerce downtime virtual private network interruptions virtual private network downtime SSL VPN interruptions SSL VPN downtime tunneling interruptions tunneling downtime wireless LAN interruptions wireless LAN downtime WLAN vulnerabilities wireless threats wireless risks wireless intrusions wireless hacking WEP weaknesses WPA weaknesses WPA2 vulnerabilities WiMax vulnerabilities WiMax threats WiMax risks WiMax intrusions WiMax hacking ZigBee vulnerabilities ZigBee threats ZigBee risks ZigBee intrusions ZigBee hacking Bluetooth vulnerabilities Bluetooth threats Bluetooth risks Bluetooth intrusions Bluetooth hacking mobile device vulnerabilities mobile device threats mobile device risks mobile device intrusions mobile device hacking smart phone vulnerabilities smart phone threats smart phone risks smart phone intrusions smart phone hacking Apple iPhone vulnerabilities Apple iPhone threats Apple iPhone risks Apple iPhone intrusions Apple iPhone hacking BlackBerry smartphone vulnerabilities BlackBerry smartphone threats BlackBerry smartphone risks BlackBerry smartphone intrusions BlackBerry smartphone hacking Google Android OS vulnerabilities Google Android OS threats Google Android OS risks Google Android OS intrusions Google Android OS hacking Palm Pre smartphone vulnerabilities Palm Pre smartphone threats Palm Pre smartphone risks Palm Pre smartphone intrusions Palm Pre smartphone hacking Microsoft Windows Mobile 6 operating system Microsoft Windows Mobile 6 operating system Microsoft Windows Mobile 6 operating system Microsoft Windows Mobile 6 operating system Symbian OS operating system Symbian OS operating system Symbian OS operating system Symbian OS operating system Linux Maemo operating system Linux Maemo operating system Linux Maemo operating system Linux Maemo operating system embedded devices embedded systems handheld computers personal digital assistants smartphones gaming consoles handheld gaming devices portable media players music players video players network media players set top boxes Internet televisions personal computers notebook computers laptops desktop computers desktop towers tablet computers ultraportable notebooks netbooks mini notebooks ultraportable laptops portable PCs personal media centers home theater PCs video game consoles advanced gaming consoles integrated televisions advanced gaming systems wearable computing technologies embedded technologies sensors controllers processors actuators embedded networking technologies RFID RFID technologies RFID tags RFID readers embedded security technologies cryptographic algorithms cryptographic protocols cryptographic keys cryptographic tokens encryption decryption hashing biometrics biometric authentication biometric identification iris recognition facial recognition fingerprint recognition palm print recognition hand geometry signature dynamics keystroke dynamics behavioral dynamics behavioral profiling PKI PKI technologies digital certificates digital signatures electronic signatures electronic documents electronic funds transfer electronic commerce electronic trading electronic banking electronic payments electronic checks automated teller machines ATM machines point-of-sale POS terminals credit card processors debit card processors merchant accounts merchant services merchant account providers payment gateways payment processors payment providers EFT transactions real-time transactions batch transactions electronic wallets ewallets BPM business process management ERP enterprise resource planning CRM customer relationship management PLM product lifecycle management KM knowledge management HRM human resource management KMS knowledge management systems LMS learning managements systems VOD video on demand VOIP voice over IP PDA personal digital assistants PC personal computer ISP Internet service provider VoIP voice over IP VoIP telephony VoIP phones VoIP equipment VoIP solutions VoIP applications VoIP gateway VoIP router VoIP switches VoIP adapters broadband broadband connections broadband connection broadband Internet broadband access broadband technologies 3G 3G networks 3G networks 3G phones 3G cell phones 3G cell phone plans 4G 4G networks 4G smartphones 4G cell phones 4G cell phone plans LTE Long Term Evolution WiFi 80211 WiFi Wireless Fidelity 80211a 80211b 80211g WiFi hotspots WiFi hotspot locations WiFi hotspot finder WiFi locator WiFi Zone WiFi zones satellite satellite TV satellite TV providers satellite TV channels satellite TV packages directv dishnetwork dishnet comcast xfinity xfinitytv verizon fios verizonfios charter chartertv roadrunner time warner twc rcn mediacom tds cox Verizon DIRECTV Dish Network Comcast XFINITY Cox Communications Bright House Networks Time Warner Cable Charter Communications Suddenlink Communications Cablevision Optimum Online Bresnan Communications Mediacom Communications Corporation WideOpenWest RCN Corporation Insight Communications Midcontinent Communications Shaw Communications Inc EastLink Data Over Cable Service Interface Specification DOCSIS cablemodem highspeedcable modem highspeedcable fast internet fastinternet cheap internet cheapinternet free internet freeinternet wideband highspeedhigh bandwidth highbandwidth short message shortmessaging SMS shortmessagingservice textmessaging textmessages picturemessagingpicturemessages multimedia multimedia messages MMS multimediamesseges MMS multimedia messaging Carriers Carriers ATampT TMobile Sprint Nextel Verizon Wireless Virgin Mobile Boost Mobile Cricket Wireless U S Cellular MetroPCS TracFone Straight Talk Alltel Qwest Nokia Motorola Samsung LG Research In Motion RIM BlackBerry Apple HTC Pantech ZTE Kyocera Sanyo Audiovox Sharp Siemens UT Starcom NEC Casio Palm HP Garmin Asus Oppo Dell OnePlus Amazon Nokia Motorola Samsung LG Research In Motion RIM BlackBerry Apple HTC Pantech ZTE Kyocera Sanyo Audiovox Sharp Siemens UT Starcom NEC Casio Palm HP Garmin Asus Oppo Dell OnePlus Amazon ATampT TMobile Sprint Nextel Verizon Wireless Virgin Mobile Boost Mobile Cricket Wireless U S Cellular MetroPCS TracFone Straight Talk Alltel Qwest Nokia Motorola Samsung LG Research In Motion RIM BlackBerry Apple HTC Pantech ZTE Kyocera Sanyo Audiovox Sharp Siemens UT Starcom NEC Casio Palm HP Garmin Asus Oppo Dell OnePlus Amazon Nokia Motorola Samsung LG Research In Motion RIM BlackBerry Apple HTC Pantech ZTE Kyocera Sanyo Audiovox Sharp Siemens UT Starcom NEC Casio Palm HP Garmin Asus Oppo Dell OnePlus Amazon ATampT TMobile Sprint Nextel Verizon Wireless Virgin Mobile Boost Mobile Cricket Wireless U S Cellular MetroPCS TracFone Straight Talk Alltel Qwest Nokia Motorola Samsung LG Research In Motion RIM BlackBerry Apple HTC Pantech ZTE Kyocera Sanyo Audiovox Sharp Siemens UT Starcom NEC Casio Palm HP Garmin Asus Oppo Dell OnePlus Amazon ATampT TMobile Sprint Nextel Verizon Wireless Virgin Mobile Boost Mobile Cricket Wireless U S Cellular MetroPCS TracFone Straight Talk Alltel Qwest Nokia Motorola Samsung LG Research In Motion RIM BlackBerry Apple HTC Pantech ZTE Kyocera Sanyo Audiovox Sharp Siemens UT Starcom NEC Casio Palm HP Garmin Asus Oppo

CMIS 4601 Week 9 Assignment (20 Questions)

*You will submit your answers to 20 questions in this assignment. Each question is worth 0.5 points for a total of 10 points. Please submit your answers in one Word document (.docx file).*

1. Define what is meant by IT service availability.

IT service availability is defined as the percentage of time that an IT service is operational and available for use. The uptime percentage is calculated by subtracting the total number of minutes that the service was unavailable from the total number of minutes in a year, and then dividing that number by the total number of minutes in a year. For example, if a service was unavailable for a total of 60 minutes over the CMIS 4601 Course of a year, its uptime would be 99.9% ((525,600-60)/525,600).

2. Define what is meant by IT service capacity.

IT service capacity is defined as the maximum amount of work that an IT service can perform within a given period of time. Capacity is usually expressed in terms of throughput, which is the number of units of work that can be processed per unit of time. For example, if a service has a capacity of 10 transactions per second, that means it can theoretically handle up to 10 transactions every second without exceeding its capacity.

3. Define what is meant by IT service scalability.

IT service scalability is defined as the ability of an IT service to meet increasing demands without experiencing significant performance degradation. Scalability can be horizontal, meaning that more instances of the service can be added to meet demand, or vertical, meaning that existing instances can be upgraded to handle more work.

4. What are some common causes of IT service outages?

Some common causes of IT service outages include hardware or software failures, network outages, power outages, and human error. Outages can also be caused by external factors such as natural disasters or malicious attacks.

5. What are some common indicators that an IT service is approaching its capacity limit?

Some common indicators that an IT service is approaching its capacity limit include increased response times, increased error rates, and decreased throughput. Capacity limits can also be reached when physical resources such as disk space or memory are exhausted.

6. What are some common strategies for dealing with unexpected increases in demand for an IT service?

Some common strategies for dealing with unexpected increases in demand for an IT service include load balancing, queuing, and throttling. Load balancing involves distributing work across multiple instances of the service to spread the load and avoid overloading any single instance. Queuing involves storing requests in a queue and processing them one at a time when resources become available. Throttling involves temporarily limiting the rate at which requests are processed in order to avoid overloading the system.

CMIS 4601 Week 9 Assignment Question (20 Questions)

1. What is the meaning of the term “ITIL”? Give a brief description of what ITIL covers.

2. What are the five main stages of the ITIL lifecycle?

3. What are the benefits of using ITIL?

4. How can ITIL help organizations to improve their service delivery?

5. What are some of the challenges associated with implementing ITIL?

6. How can an organization overcome these challenges and ensure successful implementation of ITIL?

7. What are some of the common pitfalls that organizations make when implementing ITIL?

8. How can these pitfalls be avoided?

9. What role does communication play in successful implementation of ITIL?

10. How can an organization ensure that all stakeholders are kept informed about progress and changes during an ITIL implementation project?

CMIS 4601 Week 9 Discussion 1 (20 Questions)

1. What are the three attributes that distinguish a service from a product?

2. What is the difference between a service blueprint and a process map?

3. What is the difference between a customer-facing process and a back-office process?

4. What are the four steps in designing a service experience?

5. What is the difference between a customer journey map and a service blueprint?

6. What are the five dimensions of service quality?

7. What is the SERVQUAL model?

8. What are the six phases of a service encounter?

9. What are the four types of service failures?

10. What is meant by the term “moments of truth”?

11. How can companies use social media to improve their service quality?

12. What are some of the challenges associated with managing customer expectations?

13. How can companies use customer feedback to improve their services?

CMIS 4601 Week 9 DQ 1 (20 Questions)

at UMUC.

1. What is the relationship between Service Level Management (SLM) and Information Technology Infrastructure Library (ITIL)?

2. What are the benefits of SLM?

3. What are the key processes of SLM?

4. What is the role of SLM in ensuring service quality?

5. How does SLM help ensure that services meet customer expectations?

6. What are some of the challenges associated with implementing SLM?

7. How can these challenges be overcome?

8. What is the role of SLM in service continuity management?

9. What is the role of SLM in capacity management?

10. How does SLM help reduce costs associated with IT service delivery?

CMIS 4601 Week 9 Discussion 2 (20 Questions)

The following questions are due by 11:59pm on Sunday of Week 9 (3/21):

1. What is the relationship between service quality, service levels, and value? How do they interplay?
2. How do you think about designing a service management system for a business? What are some of the key considerations?
3. How do you think about incorporating service management into a business’s existing information systems? What are some of the key challenges and considerations?
4. How does the concept of “the customer is always right” apply to service management? How can businesses ensure that they are providing the best possible service to their customers?
5. What are some of the key challenges that businesses face when trying to implement service management? How can these challenges be overcome?
6. What are some of the benefits that businesses can realize by implementing service management?
7. What are some of the key principles of service management? How can these principles be applied in a business setting?
8. What are some of the best practices for service management? How can businesses make sure that they are following these best practices?
9. What are some of the common pitfalls that businesses face when trying to implement service management? How can these pitfalls be avoided?
10. What is your experience with service management? Have you been involved in implementing it in a business setting? If so, what were some of the challenges that you faced and how did you overcome them?

CMIS 4601 Week 9 DQ 2 (20 Questions)

1. What is the difference between a business process and a business service? Give an example of each.

2. What is the difference between a customer and a client? Give an example of each.

3. What is the difference between a service provider and a service consumer? Give an example of each.

4. What is the difference between a service contract and a service level agreement? Give an example of each.

5. What is the difference between a problem and an incident? Give an example of each.

6. What is the difference between change management and configuration management? Give an example of each.

7. What is the difference between release management and deployment management? Give an example of each.

8. What is the difference between capacity management and performance management? Give an example of each.

9. What is the difference between availability management and continuity management? Give an example of each.

CMIS 4601 Week 9 Quiz (20 Questions)

at University of Maryland University College (UMUC)

(5 credits) (CMIS 4601) at University of Maryland University College (UMUC)

* CMIS 4601 Course is not currently offered by University of Maryland University College (UMUC). However, other universities may offer this same or similar CMIS 4601 Course.

CMIS 4601 Week 9 MCQ’s (20 Multiple Choice Questions)

Note: CMIS 4601 Course is a prerequisite for CMIS 4612 – Information Systems Project Management*.

1. What is the main difference between ITIL and ISO 20000?

A. ITIL focuses on the delivery of services, while ISO 20000 focuses on the management of services.
B. ITIL is a framework, while ISO 20000 is a standard.
C. ISO 20000 is based on best practices from the private sector, while ITIL is based on best practices from the public sector.
D. ISO 20000 requires certification, while ITIL does not.

2. Which of the following statements about service quality is NOT true?

A. Service quality can be measured using objective criteria such as uptime and response time.
B. Service quality can be measured using subjective criteria such as customer satisfaction surveys.
C. The goal of service quality management is to ensure that services meet or exceed customer expectations.
D. Service quality management includes activities such as capacity planning and performance monitoring.

3. Which of the following statements about capacity planning is true?

A. Capacity planning is the process of determining how many resources are needed to support a given level of demand.
B. Capacity planning involves forecasting future demand and ensuring that adequate resources are available to meet that demand.
C. The goal of capacity planning is to minimize costs by using as few resources as possible while still meeting customer needs.
D. Capacity planning is a reactive process; it only occurs after demand has increased beyond the current capacity of the system.

4. What is the main difference between incident management and problem management?

A. Incident management deals with individual incidents, while problem management deals with underlying problems that cause those incidents.
B. Problem management includes root cause analysis, while incident management does not.
C. Incident management is a proactive process, while problem management is a reactive process.
D. Problem management deals with known errors, while incident management deals with unknown errors.

5. Which of the following statements about change management is true?

A. Change management includes activities such as configuration management and release management.
B. Change management ensures that changes are made in a controlled and consistent manner.
C. Change management is concerned with both emergency and routine changes to the system.
D All of the above

6 Which of the following activities would typically be performed by an organization’s help desk?

I Creating new user accounts

II Restoring deleted files

III Troubleshooting application errors

IV Updating software packages

V Installing new hardware devices

A I and II only

B I, II, and III only

C I, II, III, and IV only

D I, II, III, IV, and V

7 Which of the following statements about availability management is true?

A Availabilitymanagement ensures that systems are available when they are needed by authorized users B Availabilitymanagement includes activities such as capacity planningand performance monitoring C The goalof availabilitymanagementis to ensure that systemsare available99%of the time D Availabilitymanagementis concernedwith both plannedand unplanneddowntime 8 Whichof the followingis NOTa common metricusedto measurethe performanceof an IT service? A Mean timeto repair B Customer satisfactionlevel C Uptime D Response time 9Whichofthe followingstatementsaboutconfigurationmanagementis true? A Configurationmanagementincludesactivities suchas change managemenland release managemenl B Configurationmanagementensuresthat changesare madeto systemscontrolledandi consistentmanner C Configurationmanagementshouldbe usedto trackall changes made10o thi syste includingthosemademanually D Configurationmanagementis concernedwithboth hardwaresoftwareconfigurations 10 Whichofthefollowingstatementsaboutrelease managements true ? A Release mangementinvolvespackagingand deployingnew or changedsoftwarecomponents B Release mangementco-ordinates al ac iv itiesthat mustbe performedsimultaneouslyin orderforachangetobemade C Therearethree typesof releases:major minorand emergency D Release managementshouldonly be usedfor changesmade to production systems 11 Whatisthe maindifferencebetweenpreventiveand corrective maintenance? A Preventivemaintenanceoccursbeforea problemoccurswhilecorrective maintenanceoccursaftera problemhas occurred B Correctivemaintenanceischedulewhilepreventive maintenanceperformedon an ad hoc basis C Correctivemaintenancetakeslongerthanpreventive maintenance D Preventivemaintenanceiscorrectivema intenanceschedule 12Whichthe follow ing st at ementsaboutbusinesscontinuityplanningtrue ? A Businesscontinuityplanninginvolvesdevelopingproceduresforrestoringservicesafteran interruption B Businesscontinuityplanninginvolvesidentifyingcriticalservicesand components C Businesscontinuityplanningincludesactivities suchas risk assessmentand business impactanalysis D Businesscontinuityplanning shouldonly be used for majordisruptionssuchas naturaldisasters 13Whichthefollowingactivitieswouldtypicallybe performedby an organization’sservicelevelmanagementfunction ? A Creatingnew useraccounts B Measuringand reportingon servicelevelsto customers C Monitoringand reportingon SLAs D Negotiatingand managingSLAs with customers 14Whatisthe maindifferencebetweena service catalogand a configurationitem catalog ? A Theservicecatalogcontainsservicedesigninformationwhilethe configurationitem catalogcontainsconfigurationinformation B Theservicecatalogdescribesthe processesusedto deliverserviceswhilethe configurationitem catalogdescribeshow thoseprocessesare implemented C Theservicecatalogis usedby customerswhilethe configurationitem catalogis usedby serviceproviders D Thereis no difference– both termscan be usedinterchangeably 15WhichofthefollowingmetricswouldNOT typicallybe usedto measurethe performanceof an IT servicedeliveryprocess ? A First-time fixrate B Mean time to restoreservice C Mean time to repair D Percentageof callsresolved 16Whichofthefollowingstatementsaboutriskassessmenttrue ? A Riskassessmentinvolvesidentifyingpotentialthreatsand vulnerabilities B Riskassessmentinvolvesquantifyingthe likelihoodand impactof risks C Riskassessmentis performedon an ad hoc basiswhenevera new threator vulnerabilityis identified D Riskassessment shouldonly be performedonce – there isno needto repeatit 17Whichofthefollowing statementstrue aboutbusinessimpactanalysis ? A Businessimpactanalysisidentifiescriticalservicesand components B Businessimpactanalysis quantifiesthe potentialimpacts resultingfrom an interruptionto thosecriticalservices C Businessimpactanalysis identifies whichresourcesare requiredto restorethoseimpactedservices D Allofthe above 18Whichofthe followingscenarioswouldbest describethe “break fix”model oftroubleshooting ? A An end userreportsa problemwith an application The help deskanalystdeterminesthatthereisa conflgurationproblemwith oneoftheservers hostingthatapplicationThe analystnotifiestheserverteam whofixesthethennotifiesthe help deskthatthatthetaskhas been completedso thattheycan informthe end userthatthatthetaskhas been completed sothat theycan informend userthatthatthetaskhas been completed The help deskcloses th e ticket 19Inwhichofthefollowingsituationswould itbe most appropriateto use adiagrammaticmodeltodiagnosea problem ? Whenth e root causeofaproblemhasbeen identifiedbut its precise locationcannotbedetermined Whenseveralpossible root causeshavebeen identifiedbut their relativeimportancecannotbedetermined Whenseveralpossible root causeshavebeen identifiedbut their precise locationscannotbedetermined Whenseveralpossible solutionshavebeenidentified but their relativeimportancecannotbedetermined 20Whichofthe followingsituationswould itbe most appropriateto use adecisiontreemodeltodiagnosea problem ? Whenseveralpossible root causeshavebeenidentified but their relativeimportancecannotbedetermined Whenseveralpossible solutionshavebeenidentified but their precise locationscannotbedetermined Whenseveralpossible solutionshavebeenidentified but their relativeimportances cannotbedetermined Whenseveralpossible root causeshavebeenidentified but their precise locationscannotbedetermined

CMIS 4601 Week 10 Description

In CMIS 4601 Course, students will learn about the principles and practices of service management within an information systems context. The CMIS 4601 Course will cover topics such as service design, service transition, service operation, continual service improvement, and incident, problem, and change management. Students will also learn about the ITIL framework and how it can be used to improve the quality of information systems services.

CMIS 4601 Week 10 Outline

**Week 10:** Service Continuity and Recovery Management (SCRM)

– Discussion of SCRM
– Business Impact Analysis (BIA)
– Risk Assessment
– BCM Lifecycle
– BCM Strategy Development
– Implementation Planning & Testing

CMIS 4601 Week 10 Objectives

Service Level Management

– Understand service level management and its purpose in information systems service management.
– Understand how to establish and maintain service level agreements (SLAs).
– Understand how to manage service levels.
– Understand how to monitor and report on service levels.
– Understand how to review and revise service levels.
– Understand how to use SLAs to improve the quality of information systems services.

CMIS 4601 Week 10 Pre-requisites

Pre-requisite: CMIS 3115 or CMIS 4602. CMIS 4601 Course covers the key concepts and practices of service management in an information systems context. Students will learn how to apply ITIL® processes and practices to an information systems environment, including how to plan, design, implement, operate and improve services in support of the business. Students will also gain an understanding of how service management fits within the overall framework of enterprise architecture and information technology governance.

CMIS 4601 Week 10 Duration

1. Readings – 1 week

2. Service management principles, processes, and activities – 1 week

3. Service quality management – 1 week

4. Incident management – 1 week

5. Problem management – 1 week

CMIS 4601 Week 10 Learning Outcomes

* CMIS 4601 is not a CORE CMIS 4601 Course for students seeking the Bachelor of Science in Information Systems. It is a CORE CMIS 4601 Course for students seeking the Bachelor of Science in Computer Science.

Students will learn about:
-The service life cycle and its relationship to information systems
-How to manage information systems services throughout their life cycles
-How to design, implement, and operate information systems services

CMIS 4601 Week 10 Assessment & Grading

**CMIS 4601 Week 11 Assessment & Grading for CMIS 4602 – Information Systems Security Management* (5 credits) (CMIS 4602)

**CMIS 4601 Week 12 Assessment & Grading for CMIS 4603 – Project Management of Information Systems* (5 credits) (CMIS 4603)

**CMIS 4601 Week 13 Assessment & Grading for CMIS 4604 – Business Communications & Collaboration Management* (5 credits) (CMIS 4604)

**CMIS 4601 Week 14 Assessment & Grading for CMIS 4601 – Strategic Management of Information Systems* (5 credits) (CMIS 4601)

**CMIS 4601 Week 15 Assessment & Grading for CMIS 4600 – Capstone Project in Information Systems Management* (5 credits) (CMIS 4600)*

Final Grade is due: January 31, 2019 at 11:59pm EST

CMIS 4601 Week 10 Suggested Resources/Books

|Week |Suggested Resources/Books |
|:—-:|:———————————————————————————————————————–|
| 10 | [CMIS 4601 – CMIS 4601 Course Textbook](https://www.cengage.com/c/information-systems-service-management-1e) |

CMIS 4601 Week 10 Assignment (20 Questions)

## Assignment Goal

To test your understanding of the CMIS 4601 Course material and to ensure that you have achieved the learning objectives, you will be asked 20 questions. The questions are in multiple choice format, with four options. Only one option is correct. You must mark the correct answer on a piece of paper and submit it to your instructor by the deadline. If you do not know an answer to a question, do not guess. Make a note on your sheet and go on to the next question. Do not ask anyone else for help with this assignment. You should attempt all questions independently. Please note that this assignment is worth 5% of your grade for CMIS 4601 Course, which means that each question has equal value. This is different from most assignments in which some questions count more than others.

You may not use any other resources except for your own brain power and any lecture notes or other materials provided by the instructor (including those distributed through Blackboard). Any violation of these rules may result in a zero score for this assignment and possible further penalties from both your department and from York University as described in the [York University Senate Policy on Academic Honesty](https://www.yorku.ca/web/files/uploads/files/Senate_Policies_Procedures/2000-2001policiesprocedures/g10-academic_honesty20010919(1).pdf).

## Assignment Instructions

1. Open this Jupyter Notebook using Binder at: https://mybinder.org/v2/gh/neilmalcolm3/cmis4601_assignment_week10/master?filepath=assignment_week10.ipynb (Click “Launch” if prompted.)

*(Note: Binder may take up to 30 seconds to load)*

2. Complete all cells in this notebook (look for **`# YOUR CODE HERE`** cells)

*(Tip: Don’t forget to run each cell as you complete it.)*

3. Print out this completed notebook (File > Download as > Notebook (.ipynb))

*(Tip: Be sure all of your code is executed when printing – File > Run All)*

*(Note: Print preview will not show inserted images.)*

4. Submit your printed notebook to your instructor at the beginning of class on Thursday, December 10th, 2020 (Week 10)

*(Note: If you cannot attend class, submit by email by Friday, December 11th at 4 pm.*)

*Questions? Email [neil@malcolmnetworksolutions.com](mailto:neil@malcolmnetworksolutions.com).*

CMIS 4601 Week 10 Assignment Question (20 Questions)

CMIS 4601 Course Information

CMIS 4601 Course Code: CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

Instructor: Dr. Simon Lee

Semester: Fall 2020

Required Textbook: Service Management and Marketing, 3rd Edition, Christian Grönroos

1. Define service quality and discuss its relationship to service value. (2 marks)

2. Discuss the concept of customer value and how it can be used to create competitive advantage for service organizations. (2 marks)

3. Explain the difference between goods and services, and discuss the implications of this difference for service organizations. (2 marks)

4. Discuss the challenges associated with managing service operations, and explain how these challenges can be addressed. (2 marks)

5. Discuss the concept of service recovery and its importance for service organizations. (2 marks)

6. Discuss the concept of customer satisfaction and its importance for service organizations. (2 marks)

7. Define marketing and discuss its role in creating customer value. (2 marks)

8. Discuss the concept of market segmentation and its importance for service organizations. (2 marks)

9. Discuss the concept of target marketing and its importance for service organizations. (2 marks)

CMIS 4601 Week 10 Discussion 1 (20 Questions)

*CMIS 4601 Week 10 Discussion 2 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

CMIS 4601 Week 11 Discussion 1 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

CMIS 4601 Week 11 Discussion 2 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

CMIS 4601 Week 12 Discussion 1 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

CMIS 4601 Week 10 DQ 1 (20 Questions)

Please use the textbook chapters and lecture material to help you answer these questions.

1. Define a Service Catalog and give an example of an item in your service catalog.
2. What are the benefits of a Service Catalog?
3. How does a Service Catalog relate to other ITSM processes?
4. How can you ensure that your Service Catalog is kept up-to-date?
5. How can you use the Service Catalog to improve communication between IT and the business?
6. What are some common mistakes made when creating a Service Catalog?
7. How can you use the Service Catalog to drive continuous improvement?
8. What are some challenges you might face when implementing a Service Catalog?
9. How can you use the Service Catalog to measure service performance?
10. What role does SLA management play in the Service Catalog?

CMIS 4601 Week 10 Discussion 2 (20 Questions)

Week 10 Discussion 2 (20 Questions)

1. A service is a “bundle” of related resources that are delivered to the customer in order to satisfy a customer need. What are some of the components of a service? How do they work together to satisfy a customer need?
2. A service is an intangible offering that provides value to the customer. What are some of the benefits of intangible services? How does this benefit the customer?
3. A service is an offering that is delivered to the customer. What are some of the risks associated with service delivery? How can these risks be mitigated?
4. A service is an offering that requires interaction between the provider and the customer. What are some of the challenges associated with this type of interaction? How can these challenges be overcome?
5. A service is an offering that is delivered to the customer. What are some of the quality attributes of a service? How can these attributes be measured?
6. A service is an offering that is delivered to the customer. What are some of the ways in which a service can be customized to meet the needs of the customer?
7. A service is an offering that is delivered to the customer. What are some of the ways in which a service can be packaged to meet the needs of the customer?
8. A service is an offering that is delivered to the customer. What are some of the ways in which a service can be priced to meet the needs of the customer?
9. A service is an offering that requires interaction between the provider and the customer. What are some of the ways in which this interaction can be managed?
10. A service is an intangible offering that provides value to the customer. What are some of the ways in which this value can be measured?

CMIS 4601 Week 10 DQ 2 (20 Questions)

1. What is a business process?
2. What are the steps in designing a business process?
3. How do you determine which business processes to automate?
4. What are the benefits of automating business processes?
5. What are some of the challenges of automating business processes?
6. How do you select the right technology for automating business processes?
7. How do you implement an automated business process?
8. How do you monitor and manage an automated business process?
9. What are some best practices for automating business processes?
10. What are some common pitfalls when automating business processes?

CMIS 4601 Week 10 Quiz (20 Questions)

1. What is the process of transforming inputs into outputs?
2. What are some of the benefits of information systems?
3. What is the goal of information systems service management?
4. What are some of the benefits of effective information systems service management?
5. What are some of the challenges faced by information systems service management?

CMIS 4601 Week 10 MCQ’s (20 Multiple Choice Questions)

1. (TCO 9) Based on the differences between a system designer and an end user, who is more likely to be responsible for developing system requirements?

(Points : 5)

User
Developer
Tester
Analyst

2. (TCO 9) Which of the following statements best describes the difference between functional requirements and nonfunctional requirements?

(Points : 5)

Functional requirements are specific inputs that the system needs to generate specific outputs while nonfunctional requirements are the overall quality attributes of the system.
Nonfunctional requirements are specific inputs that the system needs to generate specific outputs while functional requirements are the overall quality attributes of the system.
Both functional and nonfunctional requirements represent inputs that the system needs in order to generate specific outputs.
Neither functional nor nonfunctional requirements represent inputs that the system needs in order to generate specific outputs.

3. (TCO 9) Which of the following factors is NOT a reason why it is important for analysts to understand how a business functions?

(Points : 5)

To understand what data is required by the business
To understand how processes are carried out by the business
To understand what outputs are required by the business
To understand how information technology can be used by the business

4. (TCO 9) Which of the following methods would be most useful for determining whether or not a proposed information system will satisfy stakeholder needs?
(Points : 5)

beta testing observation interviews focus groups brainstorming

5. (TCO 9) The first step in conducting an interview with a stakeholder is to: (Points : 5)

ensure that you have scheduled enough time for the interview. introduce yourself and explain your purpose for conducting the interview. develop a list of questions to ask during the interview. all of the above.

6. (TCO 9) While observing a process, you notice that there are several steps being performed that do not add any value to the process output. These steps are referred to as: (Points : 5)

unnecessary steps rework steps wasted steps incorrect steps

7. (TCO 9) One advantage of focus groups over other data gathering techniques is that: (Points : 5)

they provide an opportunity for direct interaction with stakeholders. they can be conducted quickly and easily without much preparation. they can be conducted without interrupting ongoing work processes. all of the above.

8. (TCO 9) When conducting interviews, analysts should strive to: (Points : 5)

have as many stakeholders interviewed as possible in order to get diverse opinions on system requirements. interview stakeholders who have little or no knowledge about information systems or who would not be affected by any changes to current information systems since their opinions would not be relevant. ask only closed-ended questions so that stakeholders cannot provide long, drawn-out answers that contain irrelevant information. avoid asking leading questions since this might bias stakeholder responses and skew results.

9. (TCO 9) The activity in which analysts convert high-level user requirements into low-level technical requirements is referred to as: (Points : 5)

functional decomposition requirement analysis data modeling feasibility assessment requirement specifications use case modeling data flow diagramming object modeling entity relationship diagramming state transition diagramming decision table creation decision tree creation prototyping simulation cost-benefit analysis return on investment analysis present value analysis net present value analysis internal rate of return analysis payback period analysis break-even point analysis sensitivity analysis scenario analysis risk analysis Monte Carlo simulation discrete event simulation continuous simulation queuing theory simulation agent-based simulation

CMIS 4601 Week 11 Description

CMIS 4601 Course covers the service management process, tools, and techniques for managing information systems. The CMIS 4601 Course focuses on how to manage information systems in a service-oriented environment. The CMIS 4601 Course covers the service life cycle, including service strategy, design, transition, operation, and continual improvement. The CMIS 4601 Course also covers the ITIL framework and the ISO/IEC 20000 standard.

CMIS 4601 Week 11 Outline

Week 11 Outline:
– Lecture: Service Level Management (SLM) and the Service Catalog
– Reading: Chapter 14, pp. 409-423 in ITSM
– Assignment: Final Paper due (see Syllabus for details)

CMIS 4601 Week 11 Objectives

CMIS 4601 Course Objectives:
To learn about various aspects of Information Systems Service Management.

By the end of CMIS 4601 Course, students will be able to:

1. Understand various aspects of Information Systems Service Management.
2. Understand how to manage information systems services.
3. Understand how to assess and improve the quality of information systems services.

CMIS 4601 Week 11 Pre-requisites

CMIS 4601 Courses that must be completed prior to taking CMIS 4601 – Information Systems Service Management* (5 credits):

• CMIS 3206 – Managing IT Infrastructure (3 credits)
• CMIS 4231 – IT Project Management (3 credits)
• MIS 3201 – Information Systems Analysis and Design (3 credits)

CMIS 4601 Week 11 Duration

CMIS 4601 Course Description:

CMIS 4601 Course provides students with the opportunity to study, in depth, a specific topic related to information systems service management. Students will have the opportunity to explore how service management can be used to improve the quality of information systems services. The CMIS 4601 Course will cover topics such as service delivery, service support, and service improvement. In addition, students will learn about the role of service management in the development and management of information systems.

CMIS 4601 Week 11 Learning Outcomes

By the end of CMIS 4601 Course, students will be able to:
– Understand and apply a variety of basic concepts, tools, and techniques associated with Information Systems Service Management.
– Analyze and apply specific service management processes in an Information Systems context.
– Design, implement, and manage an Information Systems service management system.

CMIS 4601 Week 11 Assessment & Grading

*Note: This class is graded entirely on an A/F basis. The grade will be determined by the following scale:
A = 85-100, B = 70-84, C = 60-69, D = 50-59, F = 0-49.

CMIS 4601 Week 11 Suggested Resources/Books

Lecture Notes for Service Management

None. CMIS 4601 Course is taught entirely online.

Recommended Texts: *Note that these texts are not required and are provided as a guide to supplement your CMIS 4601 Course readings, lectures, and discussions.

CMMI® A Pocket Guide (Third Edition) By Diane M. Levy and Marshall Copeland Software Engineering Institute Carnegie Mellon University Published by CMMI Product Team, Software Engineering Institute, 2012 ISBN 978-1-933895-20-8 It may be available at the university bookstore or through Amazon.com. This book is written in plain language and gives you a simple overview of CMMI process areas and key concepts. It is also very useful as a reference during the final exam on the CMMI model. Available through the UFV Library e-reserves system http://ufv.ca/eres/default.aspx?id=1156&pid=15923&lid=12744 An Introduction to Service Design (Service Design Essentials) By Paul Thorpe; coauthors: Marianne Broadbent; Ellen Lupton; Andrea Rauchke Published by Rosenfeld Media ISBN 978-1-933820-19-2 www.rosenfeldmedia.com Available through UFV Library e-reserves http://ufv.ca/eres/default.aspx?id=1229&pid=15923&lid=12744 Service Design for Six Sigma: A Roadmap for Excellence in Service Delivery By Tricia Wang & Chris Risdon Published by CRC Press (2009) ISBN 9781439806399 Available at UFV Bookstore http://www2.ufvbookstore.com/ServiceDesignForSixSigmaARoadmapForExcellenceInServiceDelivery_c1731_p1340718_prd1_plp_page1_r2a2a6f30dfcf46d9b0f25bfda7a65c75f33ccbb7e5be62802576e3dd3a8922b9c5b12691014ba4ed4fb85bcff6748de3ae8af09bc85f0060d0316d98ebec3855c0b6a780db6586bf66d363690619bd21140ec69c358907d979a0dd64dbde7036ac59cd41efb546424e7ab51ccebd8fa58cb686f8577e613b06fc92eaedd72a652773bda9834cc05951535cf3fb5164b78dd68ec015222169e004913ba10425036ec4ad57559ff6718f92110119aa7359eb1fe0f90cc62be11632ca58cc2fe491165843250668897b35ad844fd6fd76378902d655550639bd87072355332646b500a348af7259440c881409107cf6de286989f12e4287eda8ba53fed2708ed41351ae67ff09471091f7587270ce089dc0760892144aa615355c5787f61d52da1da530b97ab0bf3cd8043bc5447dddc71bc9bc51ee57308ac87ce70efd5429246420747cd7428958872077e37be3321203147cfdf91db298587bec685ee31958319745932056881cd6086ecd347773208031572bb93d2571fb3803360290ac8514458bb593ef9721302af7078c693848e41cd247aeb26dc2273178232574ad3955119fc0eff78526607660613537be60061984440df2528149790432fc6183b4fb53ba8a13610776bf67ff181692ab9932671923042fe689874014972bb019613333ea2953168562102fa4573ff6786ed710fa370370656fa30228dd59826eb2cb01cb374aca5652355267443ca490251de04362bd55959ea100db49844383af402302247924967464628986555678fe1173ac156ee37be3641658fff9024c2941674177611858670332def702ad592284237647487183407174214510908159670494664543793831708297809028179269396339504fd434e560761656170843276632066529640448857836139207325311585355118163391885626621221062312611513396691895151013442274556238496598892408057591722108974838638120283463285348753137086791337562750295508212838499880391122806891265217120307285054748037055729330658954616020948334242897839527303582873941806846440899698223594832557923625818912917712526854372942281297046298570142590083306314543644784552499787774885553500675524877909616277662460007123783592541561172231971255620399433695183505735032421593757609816920100929901679994095840032347924540630377666191469380059964034968170502115076719636459494296256652794866854147904778042571950747213308558495338808146382859075318057201995154019137950104786780061014052293041867560710615998200596187122561958719744819525932503797921875810034026975444874022588416760131842293300918943992247552630028457388210015720957423401319116299367697082436496487398235643755972465835670959179146783471539971661761583684977736566677349340968558989700499439035303309039990660875785793095084722028838511598177153123245274926519880821980725939475537387365148488175285685123351206399124809132126807113118744580988718937173187105643671653726624185267653230495265104238704157750988450448797668544257406083863313904326214351494853054082621094158390710167623260370830214339055454530141515565866051151672332004972392063356676090741079627645614736618601060444270536964655427847409589154162732902298526634106284888620633569739770619914322723723830599627054185091083902478083490765072244286135346194123810324860151383841345716523197448187053076883576871686684139553579865711725261485532974205267123014778813677117656210123547469639599799067410268200606348321058371451753999465581583325913283116009830427452392950593608102774481020011510467838740418853406709336177004367909156677583791041264046755170771494649092910959130513600530260072878955213888208346107275168713958229396158209021491481169775498204134757746657530167578655516320728350582895796031668566960415524311416032184128179735340575704300931553831411278905778109340052481691209047844988536781592796931021903918857847908610209119614369133222369919326414542674890988059580601445293114112422701619060329909528083243994689759169018496255457010041463610546008445921568830645620088817627030786285683004872343389987523046567735464775825811589042541553931143954220316958850090196110345407152817210860527730317427475712540858714714701919884336968733466255347494137486121503542076564038071898955607807164257407012451789859932211243095195129797168990351521356683626039830950635519660964419698911983376012471383870469713843227709871152703851571431055071702019298458498596226234654889562950002787082856672934951836831197376123126146242061874961890881132361683626313418260922339315050858524619938548539655524710823630510723008119653871632690330814719880812923819360830307889374286398659707889266299482496543489960131153772921185974903974552062731641541988125208027418301949670039946982972342051402017225324699910218329623470853221384964087963787789532075857600548284165669443757763897928869060417314948438424344618512219677108301701724419596016311810594137406691505346341690576818726470535815768749369080425636960788815907380525202395845856952283651344532015098215559646286226205606128107983031068090875053814148264109332682231372267090436837727749876608593138857762607446199886214536284692169625445614038872144153343796666224857213733213978460519604202021142669919520122422224857416830202075428315912585668797120090525700519660865701701514787952763574632274731898399560528050344941509647245200880524625388444116234015378301211515878580611877930566739715308Now we are ready to get started!

CMIS 4601 Week 11 Assignment (20 Questions)

**Assignment Instructions:** For each of the 20 questions below, write a short answer (1-2 paragraphs) explaining your response. Please note that if you attempt to simply write code to address the question (or even provide sample code), this will result in no credit being awarded for that question. You may use any resources available to you, but please remember to cite your sources (in APA format).

#### 1) What is meant by the term “Information System”?
An information system refers to a set of hardware, software, data, processes, and people that work together to collect, process, store, and distribute information. The term can also be used to refer to the individual components of an information system.

#### 2) What is the difference between Information System and Information Technology?
The difference between an information system and information technology is that an information system is made up of the hardware, software, data, processes, and people that work together to collect, process, store, and distribute information. Information technology is the branch of engineering that deals with the use of computers and telecommunications to retrieve, store, and transmit information.

#### 3) Define each of the following terms:

A) Hardware – Physical devices that make up a computer system. Examples include processors, memory devices, storage devices, input/output devices.

B) Software – Programs or instructions that tell the hardware what to do.

C) Data – Information that is processed by a computer.

D) Processes – A set of instructions for manipulating data.

E) People – Users of an information system.

#### 4) Identify three different types of organizations that would use an Information System? Give an example of each type.
There are three different types of organizations that would use an Information System: private sector organizations, public sector organizations, and nonprofit organizations.

A) Private Sector Organizations – These are businesses that are owned by individuals or groups of individuals. Examples include sole proprietorships, partnerships, and corporations.

B) Public Sector Organizations – These are organizations that are owned or operated by government agencies. Examples include schools, hospitals, and libraries.

C) Nonprofit Organizations – These are organizations that are not operated for profit. Examples include charities and religious organizations.

CMIS 4601 Week 11 Assignment Question (20 Questions)

CMIS 4601 Week 11 Assignment Question (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits)

1. What is the difference between a process and a procedure?
2. What are the benefits of having a standard set of processes?
3. What are the steps involved in designing processes?
4. How can processes be monitored and controlled?
5. What are some common pitfalls when designing processes?
6. How can business process management be used to improve organizational performance?
7. What is the difference between a workflow and a process?
8. What are some common workflow software applications?
9. How can workflows be designed to improve efficiency and effectiveness?
10. What are some common pitfalls when designing workflows?
11. What is the difference between a business process and a system?
12. What is the difference between an information system and a computer system?
13. What is the difference between an information system and an information technology system?
14. How do information systems support business processes?
15. How do information systems add value to organizations?
16. What are some common types of information systems?
17. What factors should be considered when selecting an information system?
18. How can information systems be used to create competitive advantage?
19. How can information systems be used to support decision making?
20. What ethical issues should be considered when using information systems?

CMIS 4601 Week 11 Discussion 1 (20 Questions)

Note: You may want to use the Google Chrome browser to complete this activity.

Directions: Please review and respond to the following questions based on your readings and experiences in this class. Your initial post should be at least 150 words, not counting direct quotations or references. When you respond to classmates, please comment on the substance of their posts (not simply “I agree”). When you make a reference to specific sources, include a citation. No late submissions will be accepted.

The Service Catalog is considered an important part of Information Systems (IS) because it outlines what services are offered, how they are provided, who provides them and how they are charged for. It should also include service performance indicators that can be used to monitor and improve service levels over time. A properly designed Service Catalog will help support an IS organization’s business goals and objectives by providing a clear understanding of what services are available and how they are delivered. It also helps ensure that services are consistent with business goals and meet customer needs in an efficient manner. In your experience, what benefits have you seen from having a well-designed Service Catalog? How has it helped the Information Systems function within your organization? What challenges or problems have you encountered when attempting to develop a Service Catalog? Have you found that some types of services are more difficult than others to document in a Service Catalog format? If so, which ones?

CMIS 4601 Week 11 DQ 1 (20 Questions)

at University of Maryland, University College (UMUC).

1. Which of the following is not a key factor that influences an organization’s choice of systems development method?
2. What is the difference between systems analysis and systems design?
3. What is the difference between a structured and an object-oriented approach to systems development?
4. What are the three main types of prototyping?
5. What are some advantages and disadvantages of using a CASE tool?
6. What is JAD, and what are its advantages and disadvantages?
7. What is the RAD model, and what are its advantages and disadvantages?
8. What is the Agile approach to systems development, and what are its advantages and disadvantages?
9. Which of the following is not one of the four main phases of the waterfall approach to systems development?
10. Which of the following is not a key activity in the systems analysis phase of systems development?
11. What are some common tools and techniques used during systems analysis?
12. Which of the following is not a key activity in the systems design phase of systems development?
13. What are some common tools and techniques used during systems design?
14. Which of the following is not a key activity in the implementation phase of systems development?
15. What are some common tools and techniques used during implementation?
16. Which of the following is not a key activity in the testing phase of systems development?
17. What are some common tools and techniques used during testing?
18. Which of the following is not a key activity in the maintenance phase of systems development?
19. What are some common tools and techniques used during maintenance?

CMIS 4601 Week 11 Discussion 2 (20 Questions)

1. What does “best practice” mean in the context of ITSM?

Best practice refers to a method or technique that has been generally accepted as superior to any other. In the context of ITSM, best practices are those that have been proven to be effective in delivering IT services.

2. What are some of the benefits of adopting best practices in ITSM?

Some of the benefits of adopting best practices in ITSM include improved service quality, reduced costs, and improved customer satisfaction.

3. What is the difference between a process and a procedure?

A process is a set of activities that are carried out in order to achieve a specific goal. A procedure is a specific way of carrying out a process.

4. What is the difference between a policy and a guideline?

A policy is a document that sets out an organization’s position on a particular issue. A guideline is a document that provides advice on how to achieve a particular goal.

5. What is the difference between an incident and a problem?

An incident is an event that disrupts the normal operation of a service. A problem is the root cause of one or more incidents.

CMIS 4601 Week 11 DQ 2 (20 Questions)

1. What are the major differences between a project manager and a program manager?

2. What is the major difference between a project and a program?

3. How can earned value analysis be used to monitor progress on a project?

4. What is the purpose of a project charter?

5. Who should prepare the project charter?

6. What should be included in a project charter?

7. Why is it important to have a clear understanding of the project objectives before starting work on the project?

8. What are some of the benefits of using project management software?

9. How can a project manager use project management software to stay organized and on track?

10. What are some of the challenges that can arise when managing a project remotely?

CMIS 4601 Week 11 Quiz (20 Questions)

Question 1
1 / 1 pts

Which of the following processes is NOT part of Service Design?

Service Level Management

Service Operation

Release Management

Service Transition

Question 2
1 / 1 pts

A new business unit within an organization wishes to use an existing information system. Which of the following processes would be MOST likely to assist the business unit with service integration and transition? Select the BEST answer.

Service Transition

Service Level Management

Change Management

Release Management

Question 3
1 / 1 pts

Which of the following is a guide to all processes, roles, responsibilities and functions that contribute to the delivery of services throughout their life cycle? Select the BEST answer. Choose one answer.

Process Reference Model (PRM)

Process Assessment Model (PAM)

Process Configuration Model (PCM)

Process Improvement Model (PIM)

Question 4
1 / 1 pts

As a Service Manager you have decided to implement a change management process into your organization. Which statement accurately describes this decision? Select ALL that apply. Choose two answers.

The decision will not add any value to your organization’s current processes.

The decision will likely lead to conflict with other departments in your organization that are comfortable with the status quo.

The decision will likely add significant value to your organization’s current processes by allowing for more efficient changes that follow industry best practices and standards.

The decision will help your organization avoid unnecessary risk during changes to live services and systems by implementing standardized processes for assessing and authorizing changes.

Question 5
0 / 1 pts

What is a common theme in all service management processes? Choose one answer. Consider all aspects of service management including inputs, outputs, activities, etc… when formulating your answer. The theme should be something common across ALL processes involved in service management at any point during a service’s lifecycle. Simply “providing value” or “meeting customer expectations” are too vague as themes for this question since they could apply to any process outside of IT service management (ex: accounting, human resources, etc…). Also consider something broad enough in scope such that it applies to all roles involved in IT service management including customers, users, support staff, developers, etc… There should only be ONE correct answer for this question! Choose one answer.

Stakeholder involvement throughout the entire life cycle of services is critical for success in meeting customer expectations and providing value as well as identifying potential improvements to services and systems.

Implementing standardized change management processes helps minimize risk during changes while still allowing flexibility based on organizational needs and preferences as well as ensuring compliance with relevant external standards such as ISO 20000 or ITIL® 2011 Edition guidelines.

Continuous improvement through measurement and monitoring of key indicators at every stage of a service’s life cycle helps ensure timely detection of issues as well as identification of areas where improvements can be made which leads to increased customer satisfaction and value provided by services over time.

Creating effective communications plans helps ensure timely distribution of information related to changes or problems with services which helps minimize negative impacts on customers or users while also helping maintain transparency into actions being taken by support staff or developers during incidents or problem resolution efforts.

Question 6
0 / 1 pts
(Instructor Note: Please refer back to Lecture Notes/CMIS 4601 Course Content for questions 7-11.) Which type of incident typically requires little user interaction? Select one answer only! Please note that this question has been adapted from Question 2 on Page 131 in Chapter 4 (Section 4-4) from ITIL® Foundation Exam Study Guide Third Edition published by TSO (The Stationery Office) under Crown Copyright 2013 (purchasing information can be found here: https://www.gov.uk/government/publications/itil-foundation-exam-study-guide-third-edition). The original question was worded slightly differently but was asking for essentially the same concept.)* Please also note that some minor wording adjustments have been made from Question 2 on Page 131 in Chapter 4 from ITIL® Foundation Exam Study Guide Third Edition.* Furthermore, please note that Figures 4-2 & 4-3 from Chapter 4 from ITIL® Foundation Exam Study Guide Third Edition have also been slightly modified for purposes related to this quiz question.* These modifications do not significantly alter the concepts depicted in Figures 4-2 & 4-3.* For example, please note that Figure 4-2 has been slightly reworded such that it now states: “Automated Monitoring Tools detect problems”. The original version stated “Automated Tools detect problems”. Similarly, Figure 4-3 has been slightly reworded such that it now states: “Management tools identify problems”. The original version stated “Management tools detect problems”. Choose one answer only! Please also refer back to Lecture Notes/CMIS 4601 Course Content for more details about this topic.*) A user reports an issue via telephone regarding their laptop computer not connecting properly with their desktop computer when docked at their desk which causes them difficulty accessing email messages stored locally on their laptop computer when they are away from work traveling on business trips.* This incident would most likely require which type of handling procedure?** Choose one answer only! Please refer back to Lecture Notes/CMIS 4601 Course Content for more details about this topic.*) Automated handling procedure handled by monitoring tools** Standard handling procedure handled manually by technical support staff using knowledge articles*** Major handling procedure handled manually by technical support staff using knowledge articles*** Emergency handling procedure handled manually by technical support staff using knowledge articles*** Auto Handling Standard Major Emergency Procedure Procedure Procedure ProcedureProcedurehandledhandledhandledbybybymonitoringtechnicaltechnicalstandardssupportstaffsupportstaffknowledgearticlesknowledgearticlesknowledgearticlesknowledgearticles* * * * * * * * * * * * * ** *** ** *** ** *** ** ***** *** *** ***** *** *** ***** *** *** Question 7 0 / 1 pts Which component is designed specifically for use in automated operations tasks within an operational environment?** Select one answer only! Please refer back to Lecture Notes/CMIS 4601 Course Content for more details about this topic.* ) Event Handler Automation Policy Process Flow** Application Service Component Knowledge Article Application Service Component Knowledge Article Event Handler Automation Policy Process Flow Application Service Component Knowledge Article Event Handler Automation Policy Process Flow** Question 8 0 / 1 pts What component ensures procedures are followed appropriately when handling incidents within an operational environment? Select one answer only! Please refer back to Lecture Notes/CMIS 4601 Course Content for more details about this topic.* ) Policy Policy Event Handler Automation Process Flow Events Knowledge Article Policy Event Handler Automation Process Flow Events Knowledge Article** Question 9 0 / 1 pts What component provides guidance used during various operational tasks within an operational environment? Select one answer only! Please refer back to Lecture Notes/CMIS 4601 Course Content for more details about this topic.* ) Events Application Services Automation Process Flows Component Procedures Instructions Policies Events Application Services Automation Process Flows Component Procedures Instructions Policies** Question 10 0 / 1 pts What components provide input into Incident Handling process flow decisions within an operational environment? Select ALL that apply! Please refer back to Lecture Notes/CMIS 4601 Course Content for more details about this topic.* ) Incident Records Definitions Policies Escalations Problem Records Incident Records Definitions Policies Escalations Problem Records Actionable Events Actionable EventsActionable EventsActionable EventsEvent LogsEvent LogsEvent LogsApplicationComponentApplicationComponentApplicationComponentLogsLogsLogsAvailableKnownErrorAvailableKnownErrorAvailableKnownErrorRecordsRecordsRecordsProceduresProceduresProceduresServiceLevelAgreementServiceLevelAgreementServiceLevelAgreementChangesChangesChangesSchedulesSchedulesSchedulesPeoplePeoplePeopleWorkaroundsWorkaroundsWorkaroundsProcessesProcessesProcessesServicesServicesServicesToolsToolsToolsReportsReportsReportsIncident Records Definitions Policies Escalations Problem Records Actionable Events Event Logs Available Known Error Records Procedures Service Level Agreement Changes Schedules People Workarounds Processes Services Tools Reports Available Known Error Records Change Requests Service Level Agreements Schedules Actions People Workarounds Components Services Tools Reports Questions 11 – 15 are based off Case Study #1 below: Case Study #1 Your boss asks you how long you think it would take you develop a basic incident handling capability if you were given access restricted funding sources without needing approval from upper management within your organization first before taking action.* How would you respond assuming you had no restrictions whatsoever relating funding sources needed before taking action towards developing basic incident handling capability within your organization? Case Study #1 – Response Options*: A)* It would take me approximately six months time frame assuming I had no restrictions whatsoever relating funding sources needed before taking action towards developing basic incident handling capability within my organization since I would need time hire additional personnel with appropriate skill sets needed build out necessary infrastructure components along implementing standardized processes based upon industry best practices and guidelines.” B)* It would take me less than three months time frame assuming I had no restrictions whatsoever relating funding sources needed before taking action towards developing basic incident handling capability within my organization since I could utilize cloud computing resources provided external vendors which would greatly reduce amount time required set up necessary infrastructure components along implementing standardized processes based upon industry best practices and guidelines.” C)* It would take me less than six weeks time frame assuming I had no restrictions whatsoever relating funding sources needed before taking action towards developing basic incident handling capability within my organization since I could utilize cloud computing resources provided external vendors which would greatly reduce amount time required set up necessary infrastructure components along implementing standardized processes based upon industry best practices and guidelines.” D)* It would take me approximately three weeks time frame assuming I had no restrictions whatsoever relating funding sources needed before taking action towards developing basic incident handling capability within my organization since standard procedures documents already exist which contain detailed instructions needed perform tasks related identifying suitable candidates hire building out necessary infrastructure components along implementing standardized processes based upon industry best practices and guidelines.” E)* It would take me approximately two weeks time frame assuming I had no restrictions whatsoever relating funding sources needed before taking action towards developing basic incident handling capability within my organization since standard procedures documents already exist which contain detailed instructions needed perform tasks related identifying suitable candidates hire building out necessary infrastructure components along implementing standardized processes based upon industry best practices and guidelines.” F)* It would take me less than two weeks time frame assuming I had no restrictions whatsoever relating funding sources needed before taking action towards developing basic incident handling capability within my organization since our company maintains internal personnel records indicating who has skill sets required build out necessary infrastructure components along implementing standardized processes based upon industry best practices and guidelines.” G)* It would take me less than two weeks time frame assuming I had no restrictions whatsoever relating funding sources needed before taking action towards developing basic incident handling capability within my organization since our company maintains internal personnel records indicating who has skill sets required build out necessary infrastructure components along implementing standardized processes based upon industry best practices and guidelines.” H)* It would take me approximately one week time frame assuming I had no restrictions whatsoever relating funding sources needed before taking action towards developing basic incident handling capability within my organization since our company maintains internal personnel records indicating who has skill sets required build out necessary infrastructure components along implementing standardized processes based upon industry best practices and guidelines.” J)* None these options accurately reflect amount time required develop basic incident handling capability if given access restricted funding sources without needing approval upper management first.” K)* None these options accurately reflect amount time required develop basic incident handling capability if given access restricted funding sources without needing approval upper management first.” L)* None these options accurately reflect amount time required develop basic incident handling capability if given access restricted funding sources without needing approval upper management first.” M)* None these options accurately reflect amount time required develop basic incident handling capability if given access restricted funding sources without needing approval upper management first.” N)* None these options accurately reflect amount time required develop basic incident handling capability if given access restricted funding sources without needing approval upper management first.” O)* None these options accurately reflect amount time required develop basic incident handling capability if given access restricted funding sources without needing approval upper management first.” P)* All above options accurately reflect amount time required develop basic incident handling capability if given access restricted funding sources without needing approval upper management first.” Question 11 0 / 1 pts What statement below BEST reflects how long it takes develop a basic Incident Handling Capability according case study #1 above ? Choose ONE option only ! A)) About Six Months Time Frame B)) Less Than Three Months Time Frame C)) Less Than Six Weeks Time Frame D)) About Three Weeks Time Frame E)) About Two Weeks Time Frame F)) Less Than Two Weeks Time Frame G)) Less Than One Week Time Frame J )) No Enough Information Provided Answer Key Question 11 C)) Less Than Six Weeks Time Frame Feedback You answered: C)) Less Than Six Weeks Time Frame Correct Answer C)) Less Than Six Weeks Time Frame Explanation Good job! Now let’s see how much money we need raise funds order get started… Question 12 0 / 3 pts What types Personnel Skill Sets below considered important when hiring individuals help implement new Incident Handling Capability according case study #1 above ? Choose ALL relevant options ! A )) Basic Technical Skills B )) Advanced Technical Skills C )) Good Interpersonal Communication Skills D )) excellent Documentation Skills E )) Ability follow Detailed Instructions F )) Cloud Computing Experience G )) Project Management Experience H )) Infrastructure Implementation Experience J ))) No Enough Information Provided Answer Key Question 12 A )) Basic Technical Skills B )) Advanced Technical Skills C )) Good Interpersonal Communication Skills D )) excellent Documentation Skills H )) Infrastructure Implementation Experience Feedback You answered: B ))) Advanced Technical Skills D ))) excellent Documentation Skills H ))) Infrastructure Implementation Experience Correct Answer A ))) Basic Technical Skills C ))) Good Interpersonal Communication Skills D ))) excellent Documentation Skills H ))) Infrastructure Implementation Experience Explanation Nicely done ! We definitely need some good developers order get software code written correctly quickly , but we must remember keep our core focus remaining elements listed above . Remember , just because someone can code doesn’t mean they are necessarily qualified work cases like ours . However , remaining elements listed above definitely essential achieving success ! Now let’s talk hardware needs …… Question 13 0 / 3 pts What types Hardware Components below considered important when setting up new Incident Handling Capability according case study #1 above ? Choose ALL relevant options ! A )) Network Firewalls B )) Virtual Private Networks ( VPNs ) C )) Storage Arrays D )) Routers & Switches E )) Servers F )) Desktop Computers G ))) Wireless Access Points J ))) No Enough Information Provided Answer Key Question 13 A )) Network Firewalls B )) Virtual Private Networks ( VPNs ) E )) Servers G ))) Wireless Access Points Feedback You answered:

CMIS 4601 Week 11 MCQ’s (20 Multiple Choice Questions)

1. What is the primary benefit of using the ITIL framework?

a. To ensure that information security risks are minimized

b. To manage information technology in a more efficient and effective manner

c. To provide guidelines for implementing and managing information technology services

d. To help organizations align their information technology with their business goals

2. Which of the following is not a phase of the service lifecycle?

a. Service Design

b. Service Transition

c. Service Strategy

d. Service Implementation

3. Which of the following best describes the role of service level management?

a. To develop and maintain service level agreements between the organization and its customers

b. To ensure that all services are delivered in accordance with agreed upon service levels

c. To monitor and report on service levels on a regular basis

d. All of the above
4. Which of the following is not a goal of capacity management?

a. To ensure that capacity is adequate to meet future demand

b. To minimize the cost of capacity

c. To optimize performance and capacity utilization

d. To ensure that capacity is adequate to meet current demand
5. What is the primary purpose of availability management?

a. To ensure that all services are available when needed

b. To identify, quantify, and agree upon required levels of availability for all services

c. To develop plans to achieve required levels of availability

d. All of the above

CMIS 4601 Week 12 Description

CMIS 4601 Course is designed to give students an overview of the systems and processes used to manage information services. The CMIS 4601 Course will cover topics such as system design, implementation, and maintenance. In addition, students will learn about service management principles and practices.

CMIS 4601 Week 12 Outline

**Information Systems Service Management**

CMIS 4601 Course Description:

CMIS 4601 Course examines the management of information systems services. Topics include service quality, service level management, capacity planning, availability management, continuity planning, and security management. Students will learn to apply these concepts in an information systems service organization.

Prerequisite: CMIS 301 or equivalent.

Required Textbook: Service Management: Operations, Strategy, and Information Technology, 8th edition (2015), by James A. Fitzsimmons and Mona J. Fitzsimmons. ISBN-13: 978-0078024108
ISBN-10: 0078024102 Publisher: McGraw-Hill Education; 8 edition (July 1, 2015) https://www.amazon.com/Service-Management-Operations-Strategy-Information/dp/0078024102/ref=sr_1_2?ie=UTF8&qid=1535070157&sr=8-2&keywords=service+management+fitzsimmons

Recommended Textbooks (optional): Service Strategy (ITIL) (2011), by Office of Government Commerce https://www.amazon.com/Service-Strategy-ITIL-Official/dp/0113313052/ref=pd_sim_14_1?_encoding=UTF8&psc=1&refRID=D0GZE7V6A5N6KV7BJN4B
Service Design (ITIL) (2011), by Office of Government Commerce https://www.amazon.com/Service-Design-ITIL-Official/dp/0113313060/ref=pd_sim_14_3?_encoding=UTF8&psc=1&refRID=X9EFXPNSDYC7P70FNB61

**Learning Outcomes:** By the end of CMIS 4601 Course, students should be able to: Understand key service management concepts and practices as defined in the IT Infrastructure Library® (ITIL®); Understand how to apply key service management practices to support organizational objectives; Understand how to use key service management practices to manage and improve organizational processes; Understand how technology is used to support key service management practices; Understand how to measure and report on the performance of key service management processes; and Understand how to manage organizational change associated with the implementation of key service management practices.

*Outline for CMIS 4601 Week 12* (CMIS 4601)
**Topic for Week 12: Continuity Planning**
Introduction
The Business Case for Continuity Planning
Business Impact Analysis
Risk Assessment
Business Continuity Strategy
Developing Business Continuity Plans
Testing and Exercising Business Continuity Plans
Maintaining Business Continuity Plans
Summary

CMIS 4601 Week 12 Objectives

**
+
+### Objective 1: Use Information Systems Service Management (ISSM) to manage an IT infrastructure.
+- 1.1 Define and apply the concepts of Information Systems Service Management (ISSM).
+- 1.2 Analyze and apply the service life cycle, processes, and functions of ISSM.
+- 1.3 Analyze and apply the role of ISSM in enterprise information systems.
+- 1.4 Manage an IT infrastructure using ISSM concepts and processes to ensure compliance with organizational needs and objectives.
+
+### Objective 2: Analyze, apply, and interpret key principles of enterprise system implementation.
+- 2.1 Define enterprise systems implementation and management concepts.
+- 2.2 Analyze, apply, and interpret key principles for successful enterprise system implementations.
+- 2.3 Develop a plan for implementing an enterprise system based on its technical capabilities as well as organizational needs such as resource availability and budget constraints to satisfy project objectives within specified timeframe (including phases).
+- 2.4 Manage a project for implementing an enterprise system from initiation through closure to satisfy business requirements including defining specific roles, developing deliverables, identifying resources required (e.g., hardware, software), determining risks that may impact the success of the project (e.g., technical risks), conducting stakeholder analysis, preparing a comprehensive communication plan based on stakeholder input/requirements, evaluating effectiveness of communication tools used during different phases of the project; managing work distribution; managing issues/risks; managing change requests; conducting regular reviews with stakeholders; obtaining stakeholder approval at each phase; verifying compliance with governance guidelines throughout all phases; ensuring that technical specifications are met at each phase; ensuring that schedule is met at each phase; ensuring that quality standards are met at each phase; ensuring adherence to budget at each phase; maintaining records of meetings/decisions throughout each phase of the project to ensure full traceability back to business requirements for future reference when evaluating success/failure of implementation process as well as for future improvements in process or technology solutions used for similar projects in future planning efforts; obtaining customer signoff on completion prior to moving into operations mode within specified timeframe (including phases); confirming that customer acceptance criteria have been satisfied within specified timeframe (including phases). Note: Students should use their textbook’s framework for this assignment along with CMIS 4601 Course materials from previous weeks to support their work on this assignment.* *Students must submit a formal report detailing their approach used for this assignment along with actual results indicating how this approach was used during actual implementation process for deploying new software application or upgrading existing software application across multiple platforms or locations.* *Note: Students may not use actual projects they have participated in previously but will be expected to develop fictitious examples they can draw upon while completing this assignment.* **Note: Students should submit a copy of this formal report via SafeAssign along with link to any supporting materials included in their submission via Sakai dropbox by specified deadline** **Note: Students must submit two copies of this formal report – one will be submitted via SafeAssign while other will be submitted via Sakai dropbox which is considered their final official submission – students may only receive credit if both submissions are completed** **Note: This is a group project requiring students work together in teams – each team should consist of four members who will work collaboratively on developing solution proposal – students should indicate who was part of team under Executive Summary section of report** **Note: This is a group project requiring students work together in teams – each team should consist of four members who will work collaboratively on developing solution proposal – students should indicate who was part of team under Executive Summary section of report** **Note: This is a group project requiring students work together in teams – each team should consist of four members who will work collaboratively on developing solution proposal – students should indicate who was part of team under Executive Summary section* **Note: Each student must provide individual input on all sections involved in development process – it is expected that students demonstrate deep understanding around approach being proposed** **Note: If you need assistance getting your team together contact your instructor immediately** *Each student must post his/her question by Friday midnight so we can discuss it during class time so every student has opportunity understand core concepts needed to successfully complete this assignment* *If you do not post your question prior to midnight Friday you may be considered absent from class due to lack participation* *When posting your questions please include section number you need assistance with so everyone understands what you are referring too* *Students without access codes may obtain them from bookstore or purchase them online directly from Pearson publishers* *Students without access codes may obtain them from bookstore or purchase them online directly from Pearson publishers* *Students without access codes may obtain them from bookstore or purchase them online directly from Pearson publishers* – 2.5 Evaluate lessons learned during enterprise system implementations using appropriate methods such as interviews or focus groups with employees involved in real life projects involving information technology systems implementations* – 2.6 Propose recommendations based on evaluation conducted in objective above for improving planning/execution related activities across multiple dimensions such as technological aspects involved in deployment process, organizational aspects involved related to human capital needed during different stages within deployment process including identifying risks associated with data loss or security breaches during data migration events between legacy systems being replaced vs new systems being deployed thereby impacting confidentiality, integrity and availability requirements associated with sensitive employee data necessary for running payroll function*, legal aspects related to compliance regulations such as Sarbanes Oxley Act required by SEC which could impose financial penalties if found out that organization violated these regulations thereby resulting possible damage/losses associated not only financial but also brand reputation due negative publicity resulting following SEC investigations*, regulatory compliance issues associated with internal audit department findings thereby impacting ability organization retain existing clients using older legacy systems vs adopting new software applications which requires updating existing documentation otherwise they might face potential penalties associated with failure do so therefore impacting ability provide evidence necessary meet requirements stipulated SOX act* etc.* **Each student must post his/her question by Friday midnight so we can discuss it during class time so every student has opportunity understand core concepts needed to successfully complete this assignment** **If you do not post your question prior to midnight Friday you may be considered absent from class due lack participation** **When posting your questions please include section number you need assistance with so everyone understands what you are referring too** *Each student must post his/her question by Friday midnight so we can discuss it during class time so every student has opportunity understand core concepts needed successfully complete this assignment* *If you do not post your question prior midnight Friday you may considered absent class due lack participation* *When posting your questions please include section number you need assistance so everyone understands what you are referring too* – 2.7 Revise organization’s enterprise architecture design based on recommendations provided above taking into consideration impacts such changes might have other operational areas within organization therefore help reduce potential risks associated negative consequences resulting any major changes taking place after successful completion current implementation project underway including whether there any potential dependencies between planned changes recommended by steering committee vs ongoing implementation effort itself thereby potentially impacting overall success likelihood associated achieving desired outcomes desired following successful conclusion current implementation initiative.* – 2.8 Review Enterprise Architecture Development Process document created earlier using template provided above taking into consideration impacts such changes might have other operational areas within organization therefore help reduce potential risks associated negative consequences resulting any major changes taking place after successful completion current implementation project underway including whether there any potential dependencies between planned changes recommended by steering committee vs ongoing implementation effort itself thereby potentially impacting overall success likelihood associated achieving desired outcomes desired following successful conclusion current implementation initiative.* – 2.9 Evaluate benefits realized following adoption new software application(s) deployed across multiple locations relying heavily upon mobile technologies along edge computing services provided through cloud computing technology platforms versus outdated legacy systems relying upon outdated client server architecture which no longer offers adequate performance levels needed meet increasing demand resources resulting growing user base accessing these applications anytime anywhere anytime anywhere around world therefore provides users faster response times depending upon location given fact these applications designed meet increasing user expectations regarding demand level responsiveness especially given fact some people expect faster levels service even though they might located remote location far away many major metropolitan cities across country where data centers typically located close proximity city centers where large scale companies tend locate headquarters offices limited amount physical space made available given fact land cost often very expensive since these companies seek minimize expenses associated land acquisition costs keeping mind growing rate growth associated user populations accessing these applications anytime anywhere 24 hours per day seven days week whenever they want since they might working outside normal office hours often times located remote locations away city centers thus making reliance upon legacy infrastructure inappropriate given fact legacy infrastructures clearly cannot handle level traffic demand coming through providing acceptable levels performance response times much less provide adequate level security Protection against cyber attacks therefore goal recommend completely overhauling existing network infrastructure upgrade it efficient fast performing network capable handling anticipated increase demand resources users might expect experience once old legacy infrastructures replaced new ones designed handle these kinds loads more efficiently much better manner thereby reducing chance experiencing unexpected downtime otherwise increase probability occurrences downtime events would significantly increase risk losing valuable customers seeking alternative solutions providers capable providing comparable services traditional competitors offering same solutions set clients seeking affordable prices affordable rates affordable costs affordable budgets affordable payment options easier payment terms terms conditions favorable customers while still remaining highly competitive profitable industry industry sector likely succeed long term remaining viable providing essential services business organizations over extended periods time intervals lasting several years until end life cycle comes end future planning efforts become necessary identify newer technologies remain highly competitive yet again another period time time intervals lasting several years years until end life cycle comes end somewhat like continuous loop until next release goes live followed another upgrade cycle begins once again thus creating continuous feedback loop improvement making things better efficient faster performed more securely reliable durable etc thus allowing company continue compete successfully productively profitably growth revenue customer base global market share profitability stock price gains total assets total liabilities shareholders equity market capitalization etc playing field competition takes place becoming wide open free market global economy free trade free trade agreements fair competition ethical practices legal practices etc rules regulations guidelines laws statutes ordinances rule law enforcement policies procedures protocols common law tort law civil law federal laws state laws international laws privacy protection intellectual property protection trademark infringement patent infringement copyright infringement right publicity right privacy malicious interference contract interferenceetc.* ### Objective 3: Propose solutions based on systems analysis and design principles developed through review understanding reported material related current trends impacting area interest as identified above under objective #2*. – 3a) Based knowledge gained through study content contained textbook chapters focused Enterprise Architecture § Enterprise Architecture Development Process described above identify specific recommendations provide area interest based knowledge gained currently trends impacting area interest describe methodology proposed testing hypothesis comparing actual results empirical evidence gathered analyzing before after scenarios utilizing combination statistical analysis qualitative research procedures representing worst case best case scenarios compare contrast different situations identify differences differences explain reasons reasons discovered results expected results goals goals objectives objectives identified previously described near beginning semester linked early CMIS 4601 Course materials module listed sakai resources page listed school website etc summarize conclusions drawn based interpretation raw data collected processed qualitative research procedures utilizing combination analytical statistical tools demonstrate significance findings write up detailed report describing justification testing methodology used results discovery make specific recommendations improve way things currently performed improve efficiency levels fix problems eliminate challenges troubleshooting issues resolve conflicts manage risks mitigate threats implement mitigation strategies protect interests key stakeholders individuals organizations businesses companies enterprises Enterprises large small medium sized end users consumers consumers employees consumers contractors contractors vendors vendors suppliers suppliers contractors Government Employees Civil Servants Military Personnel Department Defense Department Homeland Security National Security Agency Federal Bureau Investigation Central Intelligence Agency Federal Aviation Administration Transportation Security Administration Drug Enforcement Administration Customs Border Protection Border Patrol Secret Service Interpol State Department Foreign Affairs Diplomats International diplomats European Union North Atlantic Treaty Organization North American Aerospace Defense Command United Nations Green Peace Amnesty International Human Rights Watch Environmental Protection Agency Food Drug Administration Consumer Product Safety Commission Federal Communications Commission Securities Exchange Commission Internal Revenue Service Office Inspector General Treasury Inspector General Social Security Administration Department Education National Science Foundation Department Energy National Endowment Arts National Endowment Humanities National Institutes Health Centers Disease Control Prevention Federal Trade Commission Federal Reserve Board Federal Deposit Insurance Corporation Small Business Administration Small Business Loans Veterans Affairs Veterans Health Administration Department Labor Employment Training Administration Department Housing Urban Development Homeowners Loan Corporation Financial Institutions Examination Council Office Comptroller Currency Office Thrift Supervision Resolution Trust Corporation Pension Benefit Guaranty Corporation Federal Housing Finance Agency Farm Credit Administration National Credit Union Administration State Local Governments City County Town Village Municipal Employees Police Departments Fire Departments Emergency Medical Services Public Works Departments Parks Recreation Departments Water Wastewater Treatment Facilities Public Libraries Public Schools Universities Hospitals Courts District Attorney Legal Aid Legal Services American Bar Association Lawyers American Bar Association Paralegals Notaries Public Doctors Nurses Dentists Pharmacists Psychologists Nurses Aides Physical Therapists Occupational Therapists Speech Therapists Substance Abuse Counselors Alcoholics Anonymous Narcotics Anonymous Gamblers Anonymous Sex Addicts Anonymous Overeaters Anonymous Debtors Anonymous Alcoholics Anonymous Gamblers Anonymous Overeaters Anonymous DebtorsAnonymous Interpol Criminal Investigators Private Investigators Bail Bondsmen bounty Hunters Security Guards Mall Cops Armored Car Drivers Bank Robbers Hackers Virus Writers Spammers Phishers Social Engineering Fraudsters Advertisers Marketers Promoters Spies Spooks Mobsters Gangsters Terrorists Thieves Robbers Muggers Burglars Arsonists Rapists Murderers Kidnappers Human Traffickers Arms Dealers Drug Dealers Cigarette Smugglers Cigarette Tax Cheats Counterfeiters Money Launderers Money Counterfeiters Gun Runners Arms Traffickers Wine Smugglers Illegal Immigrants Undocumented Workers Unlicensed Contractors Wiring Pirates Roofing Pirates Plumbing Pirates HVAC Contractors Cement Contractors Concrete Contractors Debris Hauling Contractors Dirt Hauling Contractors Excavation Contractors Masonry Contractors Painting Contractors Paving Contractors Road Construction Crews Sewer Line Installation Crews Sidewalk Installation Crews Street Maintenance Crews Traffic Signal Installation Crews Road Maintenance crews Bridge Maintenance crews Dam Maintenance crews Highway Maintenance crews Street Light Maintenance crews Turf Grass Maintenance crews Sprinkler System Installation maintenance crews Sewer line maintenance crews Water line maintenance crews Culvert pipe installation maintenance crews retaining wall installation maintenance crew construction site safety inspectors OSHA Inspectors EPA Inspectors FEMA Inspectors DHS Inspectors US Postal Inspectors FBI Agents DEA Agents CIA Agents NSA Agents TSA Agents Secret Service Agents Presidential Protective Detail Military Personnel Marines Army Navy Coast Guard Air Force Army Reserves Navy Reserves Air Force Reserves Marine Corps Reserves Army National Guard Navy National Guard Air Force National Guard Marine Corps National Guard Coast Guard Reserve Coast Guard Auxiliary Merchant Marines Sea Bees Seabees Seabees Military Sealift Command Fleet Logistics Support Squadron Military Air Transport Service Military Airlift Command Naval Air Transport Service Naval Aviation Warfighting

CMIS 4601 Week 12 Pre-requisites

CMIS 4601 Course Description: CMIS 4601 Course provides students with an overview of information systems service management. It includes a review of the fundamentals of service management and its application to information systems. The CMIS 4601 Course also covers the key elements of an information system service management program, including service strategy, design, transition, operation, and continual improvement. In addition, the CMIS 4601 Course introduces students to the concept of the service catalog and discusses how it can be used to manage information system services.

*Prerequisites: CMIS 3060 or equivalent

CMIS 4601 Week 12 Duration

*CMIS 4601 Course content may vary. Please contact the school for more information about this program.

CMIS 4601 Week 12 Learning Outcomes

Outcome 1 – Analyze and interpret IT Service Management (ITSM) processes.

Outcome 2 – Evaluate and compare the effectiveness of various ITSM process improvement approaches.

Outcome 3 – Design, implement, and evaluate an ITSM process improvement plan.

CMIS 4601 Week 12 Assessment & Grading

CMIS 4601 Course Description
The focus of CMIS 4601 Course is to learn how to manage Information Systems (IS) and Information Technology (IT) services. Topics include service life cycle management, service level agreements, business continuity planning, incident management, problem management, change management, configuration management, capacity planning, and financial management. Students will also learn about emerging trends in IT service management including cloud computing and DevOps. The CMIS 4601 Course emphasizes the integration of technology with business processes. Students will use a variety of software tools to support the concepts covered in the CMIS 4601 Course.

CMIS 4601 Course Objectives
The objectives of CMIS 4601 Course are to provide students with an understanding of:
– How to manage Information Systems (IS) and Information Technology (IT) services
– The service life cycle
– Service level agreements
– Business continuity planning
– Incident management
– Problem management
– Change management
– Configuration management
– Capacity planning
– Financial management
– Emerging trends in IT service management including cloud computing and DevOps

CMIS 4601 Week 12 Suggested Resources/Books

Assignment 11: Service Management Change Request Form (2 points)

Assignment 12: Service Management Knowledge Base (3 points)

CMIS 4601 Week 13 Suggested Resources/Books for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

Assignment 13: Service Management Report I (3 points)

Assignment 14: Final Exam (60 points)

CMIS 4601 Week 12 Assignment (20 Questions)

**CMIS 4601 Course Instructor:** Dr. M. Faisal Khan

**Date:** January 18, 2020

(1) How does ITIL define a service? What is the difference between a service and a product? (1 pt.)
Service is defined as a set of activities that provide value to the customers by facilitating outcomes they desire without the ownership of specific costs and risks. A product is defined as an item that is manufactured or assembled and sold to customers. The main difference between a service and a product is that a product is tangible while a service is intangible.

(2) What are the four main phases in the ITIL lifecycle? (1 pt.)
The four main phases in the ITIL lifecycle are service strategy, service design, service transition, and service operation.

(3) What are some of the benefits that can be realized by implementing ITIL? (1 pt.)
Some benefits that can be realized by implementing ITIL include increased customer satisfaction, improved service quality, reduced cost of ownership, and improved business alignment.

(4) What are some of the challenges faced when implementing ITIL? (1 pt.)
Some challenges faced when implementing ITIL include resistance from employees, lack of understanding of ITIL concepts, and lack of resources.

(5) What are some common myths about ITIL? (1 pt.)
Some common myths about ITIL include that it is too expensive to implement, it is only for large organizations, and it takes too long to see benefits.

CMIS 4601 Week 12 Assignment Question (20 Questions)

Week 12 Assignment Question (20 Questions)

1. What is the Service Level Agreement? What are its benefits to the organization and customers?

2. What are some of the factors that should be considered when creating a Service Level Agreement?

3. What is the difference between a Service Level Agreement and a Service Level Management Plan?

4. Why is it important for an organization to have both a Service Level Agreement and a Service Level Management Plan?

5. What are some of the benefits of having a Service Level Agreement?

6. What are some of the benefits of having a Service Level Management Plan?

7. How can an organization ensure that its Service Level Agreement is being met?

8. How can an organization ensure that its Service Level Management Plan is being met?

9. What are some of the challenges that can be faced when trying to implement a Service Level Agreement?

10. What are some of the challenges that can be faced when trying to implement a Service Level Management Plan?

CMIS 4601 Week 12 Discussion 1 (20 Questions)

CMIS 4601 Week 12 Discussion 2 (20 Questions) for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

CMIS 4601 Course Final Exam for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

CMIS 4601 Course Final Project for CMIS 4601 – Information Systems Service Management* (5 credits) (CMIS 4601)

Approved CMIS 4601 Courses for this Degree Program:

CMIS 4601 Course CMIS 4601 Course Title Credits Required D-Term A-Term F-Term K Term 1 CMGT 330 OR CMGT 410 Project Planning & Implementation OR Project Management 4 Yes Yes No No 2 CISA OR CISSP Certified Information Systems Auditor OR Certified Information Systems Security Professional 3 No No Yes No 3 CISSP Certified Information Systems Security Professional 3 No No Yes No 4 CMIT 425 Cybersecurity Governance and Risk 3 Yes Yes Yes Yes 5 CMIT 426 Business Continuity and Disaster Recovery Planning 3 Yes Yes Yes Yes 6 CMIT 430 Firewalls, VPNs and Perimeter Protection 3 Now Now Now Now 7 MGT 512 Strategic Management of Technology and Innovation 3 Now Now Now Now 8 ISSCM 442 ITIL Foundation Certificate in IT Service Management 3 Now Now Now Now 9 ISSCM 443 IS Administration and Support Essentials Certificate of Completion [Applies to BSIT] 2.5 Now Now Now Yes 10 ISSCM 444 ITIL Release, Control, Validation & Testing Certificate of Completion [Applies to BSIT] 2.5Yes None None None 11 ISSCM 445 ITIL Operational Support & Analysis Certificate of Completion [Applies to BSIT] 2.5Now None None None 12 ISSCM 446 ITIL Planning, Protection & Optimization Certificate of Completion [Applies to BSIT] 2.5Now None None None 13 CGSCM 422 Principles of Negotiation Skills Development 1Now None None N/A 14 15 Total required number of units: 43 Total required number of units: 43 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100

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CMIS 4601 Week 12 DQ 1 (20 Questions)

1. What are some of the factors that can lead to successful project management?
2. What is the difference between a project manager and a project sponsor?
3. What is the difference between a project charter and a project plan?
4. What is the difference between Gantt charts and PERT diagrams?
5. What is the critical path in a project?
6. What is earned value management?
7. What are some of the common causes of project failure?
8. How can a project manager avoid the pitfalls of scope creep?
9. How can a project manager ensure that stakeholders are kept informed of project progress?
10. What is stakeholder analysis and why is it important?
11. How can conflict be managed effectively in a project?
12. What is change management and why is it important in a project?
13. What are some of the common risks associated with information systems projects?
14. How can risks be identified and mitigated in a project?
15. What are some of the common issues that arise during the testing phase of a project?
16. How can these issues be resolved effectively?
17. What are some of the challenges that must be addressed during the implementation phase of a project?
18. How can these challenges be overcome successfully?
19. What are some of the factors that contribute to successful project closeout?
20. What lessons can be learned from unsuccessful projects?

CMIS 4601 Week 12 Discussion 2 (20 Questions)

1. What is the most important characteristic of a successful service organization?

2. What are the most important factors to consider when designing a service organization?

3. What are the most important factors to consider when selecting a service provider?

4. What are the most important factors to consider when implementing a service organization?

5. What are the most important factors to consider when managing a service organization?

CMIS 4601 Week 12 DQ 2 (20 Questions)

What are some of the benefits of implementing a CMDB? How does it help an organization? What are some of the possible problems that could arise with implementing a CMDB?

CMIS 4601 Week 12 Quiz (20 Questions)

Question 1.1. (TCO 1) Information security is the process of protecting and maintaining _____.

Question 2.2. (TCO 2) The _____ ISO/IEC 17799 standard is a comprehensive framework of best practices for managing information security.

Question 3.3. (TCO 3) _____ is the measure of how well a system meets its objectives and goals under specified conditions, including threats, vulnerabilities, risks, controls, costs, benefits, environmental factors, resource availability, legal requirements and organizational culture.

Question 4.4. (TCO 4) What type of testing uses what-if scenarios to analyze potential consequences of security incidents?

Question 5.5. (TCO 5) The _____ is a tool used in business impact analysis that identifies which business processes are critical to the organization and need to be recovered first following a disaster or other interruption in normal business operations.

CMIS 4601 Week 12 MCQ’s (20 Multiple Choice Questions)

CMIS 4601 Course

Question 1
1 / 1 pt

Which of the following is NOT true about ITIL?
It provides end-to-end processes for IT service management.
It guides the user to identify and implement processes that align with business goals.
It helps to gain an understanding of what processes are involved in meeting service levels.
It can be adopted and implemented by any organization regardless of size, industry or location.

The correct answer is: It can be adopted and implemented by any organization regardless of size, industry or location.

CMIS 4601 Week 13 Description

CMIS 4601 Course focuses on how Information Systems (IS) provide value to an organization by enabling it to better serve its customers. Topics include: service management principles, service management processes, and the role of information technology in service management. The CMIS 4601 Course also covers the management of IS services in relation to other business services.

CMIS 4601 Week 13 Outline

Week 13: Implementation and Service Transition

Topics Covered:
Implementation and Service Transition Planning
Service Transition Processes
Service Transition Principles
Release and Deployment Management
Change Management
Service Asset and Configuration Management
Knowledge Management
Evaluating Readiness for Service Transition
Planning Implementation and Deployment
Executing Implementation and Deployment
Monitoring and Controlling Implementation and Deployment

Reading Assignment: Chapter 12: Service Transition, of the ITIL® Service Lifecycle core volume.

Video Lecture: Implementing Service Transition – Part 1 (15 min) https://youtu.be/hc5IH7GR3q4?list=PL2F07DBCDCC01471C&feature=youtu.be (watch before class) Part 2 (15 min) https://youtu.be/VyIRlwbvOHQ?list=PL2F07DBCDCC01471C&feature=youtu.be (watch before class) Part 3 (15 min) https://youtu.be/w-bp1CtJbzA?list=PL2F07DBCDCC01471C&feature=youtu.be (watch in class) Part 4 (15 min) https://youtu.be/s_tTGiGxjxE?list=PL2F07DBCDCC01471C&feature=youtu.be (watch in class)

No Class – Thanksgiving Break

CMIS 4601 Week 13 Objectives

1. Recognize the major components of a service management system.
2. Understand how to manage services using a service management system.
3. Understand how to monitor services using a service management system.
4. Understand how to troubleshoot services using a service management system.

CMIS 4601 Week 13 Pre-requisites

Prerequisites: CMIS 4601 and 3 other Information Systems Service Management CMIS 4601 Courses.

CMIS 4601 Week 13 Duration

The CMIS 4601 Course duration for CMIS 4601 is approximately 10 weeks.

CMIS 4601 Week 13 Learning Outcomes

–
*Possible areas of focus for the final exam include, but are not limited to:*

– Understand how information systems can be used to support the business processes of an organization.
– Understand how organizations use and manage information systems.
– Understand how organizations select, implement, and manage information systems projects.
– Understand how to use information technology to solve business problems.

CMIS 4601 Week 13 Assessment & Grading

##### Main learning outcomes of the CMIS 4601 Course:

1. To describe, plan and implement appropriate service management processes to support an information system’s lifecycle.
2. To analyze and evaluate the effectiveness of service management processes in supporting an information system’s lifecycle.
3. To design, implement and manage IT services using technology such as automation tools and cloud services. 4. To use problem-solving techniques to identify, diagnose and resolve issues related to IT services. 5. To apply knowledge of risk management principles in designing, implementing and managing IT services. 6. To apply knowledge of change management principles in designing, implementing and managing IT services. 7. To apply knowledge of business continuity management principles in designing, implementing and managing IT services. 8. To apply knowledge of capacity management principles in designing, implementing and managing IT services. 9. To apply knowledge of availability management principles in designing, implementing and managing IT services. 10.To apply knowledge of security management principles in designing, implementing and managing IT services

CMIS 4601 Week 13 Suggested Resources/Books

*CMIS 4601 Course is not a part of the University of Maryland’s Information Systems Program.

CMIS 4601 Week 13 Assignment (20 Questions)

+
+### 1. Define a service. What are the attributes of a service?
+A service is an activity that fulfills a need, request, or expectation. It can be physical or virtual, internal or external to an organization. The attributes of a service are its characteristics, features, and functions that give it value and enable it to be delivered.
+
+### 2. Explain what is meant by the term “service management.”
+Service management is the process of designing, delivering, and managing services to meet the needs of customers. It includes all activities involved in providing a service, from planning and design through delivery and support.
+
+### 3. What are the goals of service management?
+The goals of service management are to ensure that services are designed and delivered to meet customer needs, and that they are managed so that they continue to do so over time.
+
+### 4. What are the benefits of good service management?
+Good service management can improve customer satisfaction, reduce costs, increase efficiency, and create a competitive advantage for an organization.
+
+### 5. What are the key elements of service management?
+The key elements of service management are service design, service delivery, and service support.
+
+### 6. What is meant by “service quality?” How can it be measured?
+Service quality is the degree to which a service meets or exceeds customer expectations. It can be measured through customer surveys or other feedback mechanisms.

CMIS 4601 Week 13 Assignment Question (20 Questions)

1. What is a Service Level Agreement (SLA)?
2. What are the benefits of having an SLA?
3. What is a Service Catalog?
4. What is the difference between a Service Catalog and a Service Level Agreement?
5. What are some of the benefits of having a Service Catalog?
6. What is ITIL?
7. What are the benefits of ITIL?
8. What is ISO 20000?
9. What are the benefits of ISO 20000?
10. What is CMMI?
11. What are the benefits of CMMI?
12. What is Six Sigma?
13. What are the benefits of Six Sigma?
14. What is Lean Six Sigma?
15. What are the benefits of Lean Six Sigma?
16. What is Kaizen?
17. What are the benefits of Kaizen?
18. What is Total Quality Management (TQM)?
19. What are the benefits of TQM?

CMIS 4601 Week 13 Discussion 1 (20 Questions)

1.What is the difference between a process and a procedure?
2.What is a process model?
3.What is a service?
4.What are some benefits of using services?
5.What is the difference between a customer and a client?
6.What is the difference between a customer and a user?
7.Who are the stakeholders in a service?
8.What is the difference between an internal and an external stakeholder?
9.What is the difference between a primary and a secondary stakeholder?
10.What is the difference between an input and an output?
11.What is the difference between an output and an outcome?
12.What is the difference between an output and a deliverable?
13.What is the difference between an outcome and a goal?
14.What is the difference between a goal and an objective?
15.What are some benefits of using objectives?
16.How can objectives be used to improve service quality?
17.How can objectives be used to improve customer satisfaction?

CMIS 4601 Week 13 DQ 1 (20 Questions)

This discussion forum is graded. Please post your answers to the following questions in the main forum area and respond to at least two of your classmates’ postings. Be sure to cite any sources used, and remember that collaboration on discussion forums is not permitted.

1. What is meant by a service? Give some examples of services and explain how they differ from products. (2 points)
2. What is a service model? How is it different from a product model? Give an example of each. (2 points)
3. What are some benefits of using a service model? (2 points)
4. What is meant by the term “service-oriented architecture”? How is this different from a traditional architecture? Give an example of each. (2 points)
5. What are some benefits of using a service-oriented architecture? (2 points)

CMIS 4601 Week 13 Discussion 2 (20 Questions)

CMIS 4601 Course

Directions: Please post your comments and questions in the discussion forum. You should address your posts to the CMIS 4601 Course instructor, Dr. Mary K. Reid. Be sure to reference the specific Discussion Topic in your subject line. Include a question number with each of your questions (e.g., 1) and response (e.g., 1A) for ease of responding by the instructor and other students. The assignment will be graded according to how well you follow instructions, how effectively you participate in the discussion, and how insightful or helpful you are to others. Please see the syllabus for additional information on assignments and grading policy. Remember that discussions are not about who is right or wrong, but instead about exploring ideas and learning from each other’s perspectives. Please be respectful of others at all times during this discussion topic by not making personal attacks or insults against others or their ideas. The discussion topic will be open for comments from Wednesday morning through Sunday evening of each week. After Sunday night, no further comments will be allowed on that week’s topic; however, please feel free to start a new thread if you have an unrelated question or comment you wish to discuss with others at any time during the week after reading what others have posted!

1) How do business models help enterprises establish their strategy? Discuss how business models and enterprise strategy are interrelated by providing examples from firms that have successfully leveraged their business models to achieve their enterprise strategy goals (or vice versa). Consider different types of business models that exist and how they can be used to enable enterprises reach their strategic goals through effective IT-based solutions using technology components such as cloud computing, mobile devices, big data analytics, social media integration, etc..

2) What are some common barriers firms face when trying to implement innovation? Give several examples of these barriers, and explain how these barriers can impact firms’ ability to successfully implement innovation across different types of innovation projects such as incremental innovation, radical innovation, transformational innovation, etc.. Also explain how firms can overcome these barriers in order to achieve successful implementation of innovation using technology components such as cloud computing, mobile devices, big data analytics, social media integration, etc..

3) What are some common challenges enterprises face when trying to manage projects? Provide specific examples of these challenges that commonly arise during project management across different types of projects such as system development projects (i.e., information systems/information technology projects), construction projects (i.e., engineering projects), service delivery projects (i.e., operations management/operations research projects), etc.. Also discuss how firms can overcome these challenges in order to achieve successful project management outcomes using technology components such as cloud computing, mobile devices, big data analytics, social media integration, etc..

4) How can knowledge management help organizations improve performance? What are some common barriers firms face when trying to implement knowledge management? Give several examples of these barriers that commonly impede success when implementing knowledge management systems within organizations across different industries/domains such as healthcare/medicine, education/academia, government/public sector agencies/non-profit organizations (NPOs), etc.. Also explain how firms can overcome these barriers in order to achieve successful implementation of knowledge management using technology components such as cloud computing, mobile devices, big data analytics

CMIS 4601 Week 13 DQ 2 (20 Questions)

(OCU)

**1.** How can information systems be used to support business process management? Give an example of how this could be done.

Information systems can support business process management in a number of ways. For example, they can provide a platform for automating processes, tracking process performance, and managing process documentation. Additionally, they can help to identify process improvements and enable collaboration between process stakeholders.

**2.** What are some of the benefits of using information systems to support business processes?

There are many benefits to using information systems to support business processes. Some of these benefits include increased efficiency and effectiveness, improved decision making, better customer service, and reduced costs. Additionally, using information systems can help to improve communication and collaboration between employees, customers, and other stakeholders.

**3.** How can information systems be used to support the implementation of business process improvements? Give an example of how this could be done.

Information systems can support the implementation of business process improvements in a number of ways. For example, they can provide a platform for automating processes, tracking process performance, and managing process documentation. Additionally, they can help to identify process improvements and enable collaboration between process stakeholders.

**4.** What are some of the challenges associated with using information systems to support business processes?

Some of the challenges associated with using information systems to support business processes include ensuring data accuracy and completeness, maintaining system uptime, and protecting data from security threats. Additionally, it can be challenging to keep up with changing technology trends and ensure that users have the necessary skills to use the system effectively.

**5.** How can those challenges be addressed?

There are a number of ways to address the challenges associated with using information systems to support business processes. Some strategies include implementing data governance procedures, investing in redundant infrastructure, and providing user training and support. Additionally, it is important to partner with reputable and reliable vendors who can provide ongoing maintenance and technical support.

CMIS 4601 Week 13 Quiz (20 Questions)

The due date for this quiz is Monday, December 10, 2018 at 11:59pm. (Central Time)

CMIS 4601 Week 13 MCQ’s (20 Multiple Choice Questions)

1. When an organization develops a new system, it also builds new procedures and processes to support the system. True or false?
2. What is the term for a relationship between two entities in which both are affected by changes to the other?
3. Which of the following statements is true about information systems?
4. The _____ is responsible for developing the business case for a project.
5. _____ is a graphical representation of how data flows through an information system.
6. The _____ phase of the systems development life cycle is when the system is first put into use.
7. A(n) _____ is a detailed description of how an information system will be built and implemented.
8. A project manager who wants to increase control over a project can do so by _____ the project’s scope.
9. The stakeholder with the most power and influence over a project is called the _____.
10. A _____ is a measure of how well a project meets its objectives.
11. One reason why many information systems projects fail is that they are not properly _____ before they are implemented.
12. A _____ diagram shows all possible events that can occur in a system and how they are related to one another.
13. Which of the following is not one of CIO John Zachman’s six questions?
14. In order to manage expectations, it is important to establish _____ for a project at the beginning of the project’s life cycle.
15. The person responsible for ensuring that a project stays on schedule and within budget is the _____.
16. A(n) _____ is an estimate of how much time, money, and resources will be required to complete a project.
17

CMIS 4601 Course Conclusion

CMIS 4601 Course covers the core aspects of Information Systems Service Management (ISSM) and provides students with a foundation for working in this field. Topics include service management processes, tools, and techniques; service delivery models; and ITIL®. The CMIS 4601 Course also covers how to align business and IT strategies, how to manage service levels, how to design and implement services, and how to measure service performance.

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CMIS 4601 Course Introduction

CMIS 4601 Course Description

Universities Offering the CMIS 4601 Course

CMIS 4601 Course Outline

CMIS 4601 Course Objectives

CMIS 4601 Course Pre-requisites

CMIS 4601 Course Duration & Credits

CMIS 4601 Course Learning Outcomes

CMIS 4601 Course Assessment & Grading Criteria

CMIS 4601 Course Fact Sheet

CMIS 4601 Course Delivery Modes

CMIS 4601 Course Faculty Qualifications

CMIS 4601 Course Syllabus

Suggested CMIS 4601 Course Resources/Books

CMIS 4601 Course Practicum Journal

Suggested CMIS 4601 Course Resources (Websites, Books, Journal Articles, etc.)

CMIS 4601 Course Project Proposal

CMIS 4601 Course Practicum

Related CMIS 4601 Courses

Midterm Exam

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What Should Students Expect to Be Tested from CMIS 4601 Course Midterm Exam

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Final Exam

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Week by Week CMIS 4601 Course Overview

CMIS 4601 Week 1 Description

CMIS 4601 Week 1 Outline

CMIS 4601 Week 1 Objectives

CMIS 4601 Week 1 Pre-requisites

CMIS 4601 Week 1 Duration

CMIS 4601 Week 1 Learning Outcomes

CMIS 4601 Week 1 Assessment & Grading

CMIS 4601 Week 1 Suggested Resources/Books

CMIS 4601 Week 1 Assignment (20 Questions)

CMIS 4601 Week 1 Assignment Question (20 Questions)

CMIS 4601 Week 1 Discussion 1 (20 Questions)

CMIS 4601 Week 1 DQ 1 (20 Questions)

CMIS 4601 Week 1 Discussion 2 (20 Questions)

CMIS 4601 Week 1 DQ 2 (20 Questions)

CMIS 4601 Week 1 Quiz (20 Questions)

CMIS 4601 Week 1 MCQ’s (20 Multiple Choice Questions)

CMIS 4601 Week 2 Description

CMIS 4601 Week 2 Outline

CMIS 4601 Week 2 Objectives

CMIS 4601 Week 2 Pre-requisites

CMIS 4601 Week 2 Duration

CMIS 4601 Week 2 Learning Outcomes

CMIS 4601 Week 2 Assessment & Grading

CMIS 4601 Week 2 Suggested Resources/Books

CMIS 4601 Week 2 Assignment (20 Questions)

CMIS 4601 Week 2 Assignment Question (20 Questions)

CMIS 4601 Week 2 Discussion 1 (20 Questions)

CMIS 4601 Week 2 DQ 1 (20 Questions)

CMIS 4601 Week 2 Discussion 2 (20 Questions)

CMIS 4601 Week 2 DQ 2 (20 Questions)

CMIS 4601 Week 2 Quiz (20 Questions)

CMIS 4601 Week 2 MCQ’s (20 Multiple Choice Questions)

CMIS 4601 Week 3 Description

CMIS 4601 Week 3 Outline

CMIS 4601 Week 3 Objectives

CMIS 4601 Week 3 Pre-requisites

CMIS 4601 Week 3 Duration

CMIS 4601 Week 3 Learning Outcomes

CMIS 4601 Week 3 Assessment & Grading

CMIS 4601 Week 3 Suggested Resources/Books

CMIS 4601 Week 3 Assignment (20 Questions)

CMIS 4601 Week 3 Assignment Question (20 Questions)

CMIS 4601 Week 3 Discussion 1 (20 Questions)

CMIS 4601 Week 3 DQ 1 (20 Questions)

CMIS 4601 Week 3 Discussion 2 (20 Questions)

CMIS 4601 Week 3 DQ 2 (20 Questions)

CMIS 4601 Week 3 Quiz (20 Questions)