fi fi 2 em 1/E2017sem 1BIF-6-ISA.pdf hitehall Officia G Google Top Secret Comedy
ID: 3874279 • Letter: F
Question
fi fi 2 em 1/E2017sem 1BIF-6-ISA.pdf hitehall Officia G Google Top Secret ComedyC g Ticket Information Is Anjaana Anja Administration 2016/17 Semester1 Question 1 You have been asked to attend IP Expo 2016 and write a report proposing an architecture for ACME university fit for the challenges of future disruptive technologies- mobile, social, cloud, IoT and big data. Summarise the main findings of your research and visit to the expo. You should support your answer with diagrams and references to tools. Total-25 marks) Question 2 This question is concerned with ITIL service strategy lifecycle phase. a) Define service strategy in the context of IT management? (5 marks) b) ACME University is a typical post-92 institute in London. How might its service strategy be influenced by the institute's business objectives? (10 marks) Within the context of ITIL and the service strategy phase, discuss the meaning and importance of warranty and utility. Support your answer with examples. c) (10 marks) (Total 25 marks) 1BIF-6-ISA.pdf 14851 (1)pg 14851.png hpExplanation / Answer
2)Answer:
Service strategy:
Service Strategy is the center and origin point of the ITIL Service Lifecycle. It provides guidance on clarification and prioritization of service-provider investments in services. More generally, Service Strategy focuses on helping IT organizations improve and develop over the long term.
ITIL Service Strategy helps organizations understand the merits of using a market-driven approach. The process helps organizations deliver and support services and products that their customers need by encouraging a practice of service management for managing IT services
Service strategy comprises of the following key concepts:
Value creation
Service Assets
Service Provider types
Service structures
Defining the service market
Developing service offerings
Financial management
Service portfolios
Demand management
Return on investment
Service strategy process areas include:
c)Warranty:
Warranty is nothing but A promise or guarantee that a Product or a Service will meet its agreed requirements (“how it is done”).Warranty or fit for use: explains how it works.
Utility:
Utility is nothing but the Functionality offered by a Product or a Service to meet a particular need. Utility is often summarized as “what it does”.Utility or fit for purpose: it says what the service is.
Example:
if I go to a hairdresser to get a haircut (the Utility being the haircut service; it could also include shaving or hair dying) I’ll certainly be expecting that:
All these build up my perception of “how the service is being delivered” – the Warranty.
We may say that (depending on your local habits), the hair washing may serve an Utility purpose (extra functionality besides the haircut) that can have a positive impact in the Warranty of the haircut service (if properly done…).
Likewise, when using a IT Service, the Customer is quite influenced by how well the Service Provider performs regarding, for instance, the agreed Availability, Capacity, Security and Continuity service levels (the Warranty).
And that level of Warranty may just be the distinctive advantage one Service Provider has against the competition (which quite probably is able to provide the very same functionalities… the Utility of a IT Service)
Related Questions
Navigate
Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.