1- Information Systems Operations Flashcards
Information system operations
IS operation is the term that encompasses the day-to-day control of information systems, applications, and infrastructure that supports organizational objectives and processes.
Activities included in IS operations
IT service management • IT operations and exception handling • End-user computing • Software program library management • Quality assurance • Security management • Media control • Data management
Management and control of IS operation
Management is ultimately responsible for all activities that take place in an IS operations department.
IT Service Management
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.
IT Service Desk/HelpDesk/Call center
the IT service desk function handles incidents and service requests on behalf of customers by acting as a single point of contact.
IT Incident definition
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.
Example of IT incident
• Service outage • Service slowdown • Software bug
Incident vs Errors
- 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
A problem
A cause of one or more incidents
The overall objective of problem management
The reduction in the number and severity of incidents
What takes place after the root cause of problems has been identified?
The change management and configuration management processes will be neacted to make temporary and permannet fixes.
Change management
the set of processes that ensures all changes performed in an IT environment are controlled and performed consistently.
Main purpose of change management
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
Typical management process
It's a formal waterfall process that includes the following steps: • Proposal or request • Review • Approval • Implementation • Verification • Post-change review.
Change control Board
a group of stakeholders from IT and every group that is affected by changes in IT applications and supporting infrastructure.
Change management record
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.
Emergency change
Situation where IT systems need to be changed right away.
Emergency changes are included to the change management processes.
Step for emergency changes
- Emergency approval
- Implementation
- Verification
- Review
Emergency change record
Emergency changes should also have a full set of record available for future reference
Linkage to problem and incident management
Emergency and non emergency changes should refrence specifics incidents or problems
Configuration Management
The process of recording configuration of IT systems
Configuration item (CI)
Each configuration setting
What is included in a configuration items
- Hardware complement
- Hardware configuration
- Operation system and version configuration
Configuration Management of Database (CMDB)
The database of system configuration
Release Management
Describe the portion of SDLC where changes in applications are made available to users.
What is release management used for
To control changes made to software programs, applications, and environments
Release process
A sequential process used for several types of changes to a system.
Typical steps in the release process
• Feasibility Study • Requirements definition • Design • Development • Testing • Implementation • Release preparation • Release deployment • Post-implementation
Gate process
In a release process, each step of the process undergoes formal review and approval before the next step is allowed to begin.
Service Level Management
Is composed of the set of activities that confirms whether IS operations is providing adequate service to its customers.
Financial Management of it Services
It includes; Budgeting, capital investment, expense, management, project accounting, and project return on investment (ROI)
Capacity Management
Capacity management is a set of activities that confirms there is sufficient capacity in IT systems and IT processes to meet service needs.
Service Continuity management
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.
Availability Management
The goal of Availability Management is to sustain service availability in support of organizational objectives and process
Productive schedule
A list of activities or tasks that are carried out periodically.
End-user computing
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.
software program library
is the facility that is used to store and manage access to an organization’s application source and object code.
how software program library exist
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
Purpose of Quality Assurance
To ensure that changes to software applications, operating system configuration, network device configuration, and other information systems components are performed properly.
data management
the set of activities related to the acquisition, processing, storage, use, and disposal of data.
What is the most activity of data mangement
Planning
Data lyfe Cycle
the set of activities that take place throughout the use of data in an organization.
Phases of data life cycle
Planning, design, build/acquire, operations, monitoring, archival, disposal
Data quality Mnagement
Encompasses several activities to ensure the confidentiality, integrity, and completeness of data.
Activities in data quality management
- 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.
