信息技术服务管理.docx

1.What is ITSM (Information Technology Service Management) based on your online search results from baidu and Google?ITSM concerns on the service provided to the customer and stands in the perspective of customer to consider the whole system , to think about the simple and easy interfaces, the friendly GUI, to evaluate the service offered, and to estimate its contribution to the customers business.2.What is your understanding on Service Science? Service Science is a science which focus on how to provide service to customers.3.Why its said Google as a Service?As a search engine company, Google provides services covers almost every aspects of our daily life. services as Gmail, Calendar, Address Book, Website Publishing, Instant Messaging, Blogger.4.How could you effectively measure the benefits of an IT service from the service-profit triangle?User perception is the true measure of IT service from the service-profit triangle, they rely upon IT services to accomplish their goals, tasks, missions. It makes sense then that examining a users ability to accomplish their job or mission is the most pure and representative measure of IT Service quality from a business perspective.U21) What could be the major differences between UNIX and Windows? (hint: online searching)UNIX is safe, preventing one program from accessing memory or storage space allocated to another, and enables protection, requiring users to have permissions to perform certain functions.windows uses a GUI and UNIX does not. In Windows one uses the click of a mouse to execute a command where as in UNIX one must type in a command.UNIX is much better at handling multiple tasks for a single user or for multiple users than windows. 2) What is incremental backup in Data Backup and Recovery management?An incremental backup includes only those things that have changed since the previous backup and saves those things into a separate, additional, backup file or location.3) Who needs SaaS and why?For Saas could decrease bandwidth and does not need professional computer or IT knowledge, the IT providers serve their customers by internet.4) What may be the major challenges to the software development while designing software as a service?Upfront design and development requirements are greater with SaaS than with traditional software delivery models. U31.What are the limitations when applying RFID technology in IOT?The Recognition accuracy of FRID, the study of antenna frequency of RFID, the tag costs of RFID is too high, lack of international standers, lack of professionals.2.What might be the pros and cons of Cloud Computing?Pros: 1.cheap, save space,rosourse and money.2.Improve quality of services and deliver new services that help the business grow and reduce costs3.Increase ability to quickly deliver new services to capitalize on opportunities while containing costs and managing riskCons: 1.Risk and migration cost may be too high2.Risk of security.3.Based on the evolution of Cloud Computing, what should be the key features of next generation network in your opinion?It is the convergence of service provider networks that includes the public switched telephone network (PSTN), the data network (the Internet), and, in some instances, thewireless network as well.4.Why smarter computing would be needed for the enterprise organization?smarter computing Customer Issues contains：SecurityData and Application Integration Data and Application PortabilityGovernance / ManagementMetering / MonitoringDesigned for data: companies are challenged to harness all available information. In fact, almost all CEOs want better insight through business intelligence and analytics.Tuned to the task: matching workloads to systems that are optimized for the workloads characteristics.Managed with cloud technologies: smarter computing is an opportunity to reinvent IT which helps evolve data center capabilities to reduce costs while improving service delivery.U41.Without architecture vision, what difficulty you may run into while designing e-Business systems as IT services?Architecture vision can also design the plan for the whole development of the design, the builders can stick to the vision without being in a mess.Cant Identify architecture documents which describe the correct aspects of an architectureNot be able to participate in architecture reviews and identify flaws in architecture representations2.What should be the job responsibility of an IT Architect?The architect acts to translate between the problem domain concepts of the client and the solution domain concepts of the builder. Great architects go beyond the role of intermediary to make a visionary combination of technology and purpose that exceeds the expectation of the builder or clientBreak down the complexity of the IT system.Analyzes the required functionality to identify required technical componentsProvides a basis for the specification of the physical computer systemsDefines the structuring and strategy for connection of system elementsProvides the rules of compositionAssists in the analysis of service level requirements to design a means of deliveryProvides a decision trail which allows the system to evolve overtime3.What are the differences between application integration and process integration?Application integration can take place on different levels, which is a fact that has been recognised since a long time and can be supported by many different architectures.Process integration can be seen as a continuation of workflow management systems. It is possible to categorise workflow systems into four generations starting from application specific, hard coded workflow capabilities realised as proprietary, closed systems.Application Integration：Relevant when we need to integrate multiple applications, services, and data sourcesThese back-end integration patterns are transparent to the userProcess Integration：Define a business process model that describes the individual steps that make up the complex business function. Create a separate process manager component that can interpret multiple concurrent instances of this model and that can interact with the existing applications to perform the individual steps of the process.4.What are the usages of Model-View-Controller (MVC) model?It can reduce the couplings of different levels.U51.What are the key factors to enable IBMs IT service success in Ford Motor?User-to-Business: Host IntegrationUser-to-Business: Non-TransactionalUser-to-Business: TransactionalApplication Integration: Enterprise Application Integration HubUser-to-Data: Data WarehousingUser-to-User: Portals and CollaborationComposite: Electronic Commerce2.What are the differences between service support and service delivery in ITIL?The service support ITIL discipline focuses on the user of ICT services and its primarily concerned with ensuring that they have access to the appropriate services to support the business.The service delivery discipline concentrate on the proactive services the ICT must deliver to provide adequate support to business users. It focuses on the business as the customer of the ICT services.3.What may be the relationship between problem management and incident management?Problem management differs from incident management. The principal purpose of problem management is to find and resolve the root cause of a problem and thus prevent further incidents; the purpose of incident management is to return the service to normal level as soon as possible, with smallest possible business impact.Event management to resume normal operations as soon as possible to reduce theadverse effects, thus ensuring the best level. Events do not belong to the range of normal operation of services, may cause disruption or reduce service quality, and event management is to restore normal operation. Problem management objective is to solve the fundamental problems in order to prevent future problems may occur. The main differencebetween the two is the goal, different targets. 4.When trying to improve IT customer satisfaction, what questions you may want to ask yourself?How do we analyze whether our service satisfy our customer?How do we solve the problems after our analysis? U61.How will you know if you could be succeeded on managing an IT project/service?First wo should know,an assessment of the likely quantitative resultUsually applied to effort, project cost factors and the schedule Used with an indication of accuracy Usually used with a modifier Completed at a level that is appropriate for the decisions being made with the data2.What is the relationship between IT project management and IT service management?IT Project Management gave birth to the IT service management;IT service management to IT project management format;IT services IT project team to run the team.IT service management is evolved by the IT project management,projectmanagement and IT used similar techniques and methods of operation, and services in IT project management. 3.Do you prefer to use the Milestone-Focused planning approach? And why?Yes ,In any of these approaches, or instead of these approaches, you may identify critical checkpoints indicating the completion of a significant achievement, deliverable, stage of work etc. These milestones are inserted into the plan as control points for management and reporting. They often represent important review points or interdependencies in the plan. In high-level planning, it may be appropriate to start from a network plan only showing milestones and their dependencies.Milestones as a control point into the project, each project represents a milestone is often a time to have a greater or a major turning point in progress, but also represents thedelivery or the achievement of these milestones is conducive to the existence of a betterproject . 4.Which estimating approach may be more suitable for a software project in a start-up company? Why?Top-down meets bottom-up may be more suitable.Individual estimates are then calculated, or drawn from previous plans, to represent the relative weights of the tasks. The overall estimate is then apportioned across the various summary and detailed level tasks using the bottom-up figures as weights.Guess, mainly in the analysis done enough on the basis of speculation, because the accuracy of this method is not good, sobefore the actual need to make full preparations, such as a large number of analysis, orreference the previous experience of similar projects, or to hire experienced staff to assistand so on. U71.During a service/project why things need to be changed?Change Can result from scope creep when a baseline is not defined comprehensively.Can relate to either the work content or the management of the project.The first project structure will appear in a variety of changes, which may include mergers, acquisitions, end,and the generation of new departments, new business leaders, new products, newaccounting structure the new location, etc.; followed by the use of the technology isdeveloping constantly updated, and may have a new customer demands.2.How do you deal with peoples nervous state due to organizational change? communicate and exchange share. 3.How do you practically assess and mitigate the risks in a small business?A quality audit is a structured, independent review to determine whether project activities comply with the organizational and project policies, processes, and procedures.Quality audits confirm the implementation of approved change requests, corrective actions, defect repairs, and preventive action. The outset of the project risk assessment, can do the following things: the definition of the overall project risk should be considered as part of the overall effectiveness of the model;appropriate consultants; do some checking risk-related activities, such as additional interviews, seminars and brainstorming sessions; applications and technologies to manage risk. 4.How do you maintain the quality work in a fast software development project? The most important thing is to keep learning has been, because this industry is toorapid, it is necessary to continuously add knowledge of reserve, second is to maintain a good attitude to face all the problems to occur,U8 1.How much communication do you need to manage an IT service project in a start-up company? exchange of needs and service goals, identify and remedy gaps in the information that was disseminated, publicize and celebrate the success recognize and applaud the contributions of all concerned.2.How do you plan to build good team spirit in a smaller IT service organization?The so-called team spirit, team members recognized that a collective consciousness, is the work of all members of the team show the psychological status and morale of the team members shared values and ideals and beliefs of the embodiment of team cohesion, team development, to promote spiritual strength. Specific methods are: the establishment of a common goal, foster a common corporate values, managers play a good role model and actively discover their common interests, maintain regular communication. 3.What is your opinion on the good guy and bad guy roles of an IT project manager?I think a similar balance should be achieved between the stimulus generated by the availability of opportunities versus the instinctive survival reaction to threats.The best compromise can sometimes be achieved by people taking on different good guy and bad guy roles. Each manager needs to be able to play both roles.The experience of different situations when you can play different roles, appropriate in the good guys and bad guys to switch between. 4.What is your career goal that may guide you through the initial working stages or difficult life phases?My long-term career goal is to create some results of the work and then get huge rewards to honor their parents. U91.How could you mitigate the anxiousness prior to a public speech?Well preparation.Self-confidencePresentation of the contentBravery.2.What strategies you can utilize on negotiating the price of an IT service?Clearly know what you want the maximum and minimum target goal. Negotiations to prepare a variety of form so understand the negotiation of different cultural backgrounds3.What strategies you may use during job-interview in a career service?Open with penetrating questions that prove beyond a doubt that youve done your homework on the company, the position, the department, the industry, and/or the competition. Practice your answers to commonly asked interview questions so that you come across as a well-prepared candidate. To interview for the position of the company and have a deep understanding ofMaintain a confident attitude, and the exchange should not be too nervous interviewerBe prepared with everything you can possibly know about the company and the person who is doing the interview.Dont sit down until you are invited to do so to demonstrate how youll behave in pr