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AIS 5 Lecture

Information systems operations ensures ongoing computer system support through activities like processing user requests, maintaining user satisfaction, and ensuring secure information processing. IT service management bridges IT and customers by providing IT-based solutions to business problems. Popular ITSM frameworks include ITIL for improving service quality and ISO 20000-1, which requires organizations to follow the PDCA methodology of plan, do, check, act. Incident management involves responding to unplanned service disruptions through steps of identification, categorization, prioritization, response, and closure.

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58 views

AIS 5 Lecture

Information systems operations ensures ongoing computer system support through activities like processing user requests, maintaining user satisfaction, and ensuring secure information processing. IT service management bridges IT and customers by providing IT-based solutions to business problems. Popular ITSM frameworks include ITIL for improving service quality and ISO 20000-1, which requires organizations to follow the PDCA methodology of plan, do, check, act. Incident management involves responding to unplanned service disruptions through steps of identification, categorization, prioritization, response, and closure.

Uploaded by

Rêves Val
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© © All Rights Reserved
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Download as PDF, TXT or read online on Scribd
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AIS 5 Lecture (Midterms)

Information Systems (IS) Operations, Operations of IS Operations, IT Service Management


(ITSM)

Information Systems Operations


❖ Responsible for ongoing support on an organization’s computer and information systems
environment.
❖ Ensures that:
➢ Computer operations processing requests are met.
➢ End users are satisfied
➢ Information is processed securely

Management of ISO
● Governance- setting the organization’s goods, direction, limitations and accountability
frameworks. (Board of Directors are the goal setting body).
● Management- allocation of resources and overseeing day-to-day operations of the
organization.

IT Service Management
- the bridge between IT and customer.
- It is when IT based solutions to business problems or opportunities.

ITSM Framework
- Organization has IT (hardware, software, peopleware)
- There’s someone in the organization that’s making sure that Information Technology
Services are working well to create value.

COBIT
- For organizations that imply computerized transactions.

a.) Information Technology Infrastructure Library (ITIL)


- Bible of ITSM (v4 of 2019- latest version)
- Main objective is to improve service quality of the business.
- Body of knowledge for service delivery.

5 volumes:
1. Service Strategy
- Align IT department with core business.
2. Service Design
- Services provided by IT to support business.
3. Service Transition
- Transitioning from a development phase into an operational phase.
4. Service Operations
- Ensuring that services are delivered within the agreed upon service levels.
5. Continual Service Improvement
- Identifying and implementing improvements to provide better services.

b.) ISO 20000-1:2011 (Information Technology Service Management)


- International organization for standardization.
- Requires service providers to implement the Plan-Do-Check-Act (PDCA) methodology.
- Used to improve service quality, achievement of the standard certifies organizations as
having passed auditable practices and processes in ITSM.

PDCA Methodology:
● Plan
● Do
● Check
● Act

Service Level Agreement


- A contract between a service provider and a customer. (Outsourced)

Three Types of SLAs:


● Customer-Level Service Agreement
● Internal Service Agreement
● Multilevel Service Agreement

Operational Level Agreement


- Agreement between the internal support groups of an institution that supports SLA.
- To ensure that the support groups provide Service Level Agreement.
- Should be clear and concise.

Tools to Monitor Efficiency and Effectiveness:


1. Exemption Reports- process of analyzing and cross referencing data to check for
anomalies and then summarizing these findings in a report.

If there is an excessive number of exemption reports…


● There’s poor understanding of business requirements
● Poor application design, development or testing
● Inadequate operation instructions
● Inadequate operations support
● Inadequate operator training or performance monitoring
● Inadequate sequence of tasks
● Inadequate capacity management
2. Operator Problem Reports- manual report used by the help desk to log computer
operations, problems, and resolutions.

System Logs
- refers to logs generated from various systems and applications.
- happens within the computer.

Application Logs
- a file that contains information about events that have occurred within a software application.
- happens within the application.

3. Operation Work Schedules- report maintained by IS management to assist in human


resource planning.

Incident Management
- Activities of IT operation teams in responding when there are unplanned events/service
interruption.

Benefits of Incident Management:


● Increased efficiency and team productivity
● Prevention of future incidents
● Reduction in downtime
● Improved customer experience
● Visibility and transparency in your organization

5 Steps of an Incident Response:


1. Identification
2. Categorization
3. Prioritization
4. Response
5. Closure

Types of Incidents:
● Low Priority
● Medium Priority
● High Priority- affects end users and their work.

Problem Management- identifies and manages problems using preventative methods and
identifying underlying causes to help prevent future issues.

2 Types of Problem Management:


● Reactive Problem Management- when a problem arises, you fix it immediately.
● Proactive Problem Management- you tend to make preventative measures in order to
prevent a problem from happening.

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