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Domain 4 CISA :IT Service Delivery and Infrastructure > 1- Information Systems Operations > Flashcards

1- Information Systems Operations Flashcards

1
Q

Information system operations

A

IS operation is the term that encompasses the day-to-day control of information systems, applications, and infrastructure that supports organizational objectives and processes.

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2
Q

Activities included in IS operations

A

IT service management • IT operations and exception handling • End-user computing • Software program library management • Quality assurance • Security management • Media control • Data management

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3
Q

Management and control of IS operation

A

Management is ultimately responsible for all activities that take place in an IS operations department.

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4
Q

IT Service Management

A

IT service management (ITSM) is the set of activities that ensure the delivery of IT services is efficient and effective, through active management and the continuous improvement of processes.

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5
Q

IT Service Desk/HelpDesk/Call center

A

the IT service desk function handles incidents and service requests on behalf of customers by acting as a single point of contact.

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6
Q

IT Incident definition

A

an unplanned interruption to an IT service or reduction in the quality of an IT service.

Regardless of the cause, incidents are a result of failures or errors in any component or layer in IT infrastructure.

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7
Q

Example of IT incident

A

• Service outage • Service slowdown • Software bug

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8
Q

Incident vs Errors

A
  • If the incident has been before and its root cause is known, this is a known error.
  • If the root cause of the incident is not known, the incident may be escalated to a problem
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9
Q

A problem

A

A cause of one or more incidents

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10
Q

The overall objective of problem management

A

The reduction in the number and severity of incidents

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11
Q

What takes place after the root cause of problems has been identified?

A

The change management and configuration management processes will be neacted to make temporary and permannet fixes.

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12
Q

Change management

A

the set of processes that ensures all changes performed in an IT environment are controlled and performed consistently.

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13
Q

Main purpose of change management

A

Ensure that all proposed changes to IT environment are vetted for suitability and risk, and to ensure that changes will not interfere with each other or whith planned or unplanned activities

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14
Q

Typical management process

A 
It's a formal waterfall process that includes the following steps:
• Proposal or request
• Review
• Approval
• Implementation
• Verification
• Post-change review.
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15
Q

Change control Board

A

a group of stakeholders from IT and every group that is affected by changes in IT applications and supporting infrastructure.

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16
Q

Change management record

A

Most or all of the activities related to a change should include updates to business records so that all of the facts related to each change are captured for future reference.

Records that are related to each change serve as a permanent record.

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17
Q

Emergency change

A

Situation where IT systems need to be changed right away.

Emergency changes are included to the change management processes.

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18
Q

Step for emergency changes

A
  • Emergency approval
  • Implementation
  • Verification
  • Review
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19
Q

Emergency change record

A

Emergency changes should also have a full set of record available for future reference

20
Q

Linkage to problem and incident management

A

Emergency and non emergency changes should refrence specifics incidents or problems

21
Q

Configuration Management

A

The process of recording configuration of IT systems

22
Q

Configuration item (CI)

A

Each configuration setting

23
Q

What is included in a configuration items

A
  • Hardware complement
  • Hardware configuration
  • Operation system and version configuration
24
Q

Configuration Management of Database (CMDB)

A

The database of system configuration

25
Q

Release Management

A

Describe the portion of SDLC where changes in applications are made available to users.

26
Q

What is release management used for

A

To control changes made to software programs, applications, and environments

27
Q

Release process

A

A sequential process used for several types of changes to a system.

28
Q

Typical steps in the release process

A

• Feasibility Study • Requirements definition • Design • Development • Testing • Implementation • Release preparation • Release deployment • Post-implementation

29
Q

Gate process

A

In a release process, each step of the process undergoes formal review and approval before the next step is allowed to begin.

30
Q

Service Level Management

A

Is composed of the set of activities that confirms whether IS operations is providing adequate service to its customers.

31
Q

Financial Management of it Services

A

It includes; Budgeting, capital investment, expense, management, project accounting, and project return on investment (ROI)

32
Q

Capacity Management

A

Capacity management is a set of activities that confirms there is sufficient capacity in IT systems and IT processes to meet service needs.

33
Q

Service Continuity management

A

Service continuity management is the set of activities that are concerned with the ability of the organization to continue providing services, primarily in the event that a natural or manmade disaster has occurred.

34
Q

Availability Management

A

The goal of Availability Management is to sustain service availability in support of organizational objectives and process

35
Q

Productive schedule

A

A list of activities or tasks that are carried out periodically.

36
Q

End-user computing

A

A critical portion of an IT organization’s function is the services it renders to organization personnel to facilitate their access and use of IT systems and applications.

37
Q

software program library

A

is the facility that is used to store and manage access to an organization’s application source and object code.

38
Q

how software program library exist

A

As an infomation system with user interface and several function inluding :
• Access and authorization controls- identify who attemps to access the program, and authenticate them.

  • Program checkout - authorized user is able to access some portion of application source code.
  • Program check-in - Allo authorized user to return application source code
  • Code Analysis - scan souce code during check-in for vulnerabilities
39
Q

Purpose of Quality Assurance

A

To ensure that changes to software applications, operating system configuration, network device configuration, and other information systems components are performed properly.

40
Q

data management

A

the set of activities related to the acquisition, processing, storage, use, and disposal of data.

41
Q

What is the most activity of data mangement

A

Planning

42
Q

Data lyfe Cycle

A

the set of activities that take place throughout the use of data in an organization.

43
Q

Phases of data life cycle

A

Planning, design, build/acquire, operations, monitoring, archival, disposal

44
Q

Data quality Mnagement

A

Encompasses several activities to ensure the confidentiality, integrity, and completeness of data.

45
Q

Activities in data quality management

A
  • Application controls: Measures to ensure that applications enforce the integrity and completeness of data.
  • Systems development: Measures to ensure that applications that are developed or acquired enforce the integrity and completeness of data.

Systems integrity: Measures to ensure that information systems enforce the confidentiality and integrity of data.

Domain 4 CISA :IT Service Delivery and Infrastructure (19 decks)

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