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ISS > Lesson 9 > Flashcards

Lesson 9 Flashcards

1
Q

IT contract are:

A

Written contractual and management-initiated mechanisms that enforce obligations, promises, and expectations about an IT product or service.

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2
Q

Service-level agreement (SLA):

A

IT contract about a service

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3
Q

Three elements of a formal IT contract

A

Foundation
Change
Governance

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4
Q

Foundation elements (IT contract)

A

Service-level objectives
Process ownership
Service-level contents

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5
Q

Change elements (IT contract)

A

Future demand management
Anticipated change
Planning of Innovation
Feedback process

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6
Q

Governance elements (IT contract)

A

Communication
Measurement charter
Conflict arbitration
Enforcement

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7
Q

End goal of IT contracts

A

Trust

(Relationship) Commitment

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8
Q

(Relationship) Commitment (IT contract)

A

Durability: desire to continue a relationship,

Input: a willingness to investment of capital and effort

Consistency: confidence in the stability of the relationship.

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9
Q

Trust (IT contract)

A

Benevolence: acts in the best interest of the other party.

Honesty: honest in dealings with the other party.

Ability: competency in what agreed to do.

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10
Q

Relational Governance (IT Contract) definition

A

Unwritten mechanisms and codes of conducts

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11
Q

Components of relational governance

A

Relational Strength
Harmonious Conflict Resolution
Mutual dependence

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12
Q

Components of relational strength

A

Solidarity
Information exchange
Flexibility

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13
Q

Service Level Objectives (IT contract)

A

Part of Foundation

Expectations of service receiver (SR) and service provider (SP)

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14
Q

Process Ownership Plan (IT Contract)

A

Part of Foundation

Processes that are:

  • Required
  • Affected
  • Delivered
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15
Q

Service Level Contents (IT Contract)

A

Part of Foundation

Key business measurements
Service-level/quality targets

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16
Q

Future Demand Management Plan

A

Processes for resolving unforeseeable outcomes

17
Q

Anticipated Change Plan (IT Contract)

A

Part of Change

Processes for implementing foreseeable contingencies

18
Q

Innovation Plan (IT Contract)

A

Part of Change

Processes for introducing new innovations

19
Q

Feedback Plan (IT Contract)

A

Change

Processes of feedback

20
Q

Communication Plan (IT contract)

A

Part of Governance

Communication policy and reporting structure

21
Q

Measurement Charter (IT Contract)

A

Part of Governance

Measurement items and measurement methodology

22
Q

Conflict Arbitration Charter (IT Contract)

A

Part of Governance

Parameters for involving the third party

23
Q

Enforcement Plan

A

Penalty definitions, termination conditions, exit responsibilities

24
Q

IS Service Delivery Models

A

Software-as-a-Service (SaaS)
Platform-as-a-Service (PaaS)
Infrastructure-as-a-Service (IaaS)
Traditional service

25
Q

IS Deployment Models

A 
Traditional approach
On-premise, IT service outsourcing
On-premise private cloud
Dedicated private cloud
Shared cloud
Public cloud
26
Q

ServoLith’s Service Delivery Model and Deployment Model

A

Delivery type: Software-as-a-Service (SaaS)

Deployment model: Shared cloud

27
Q

VerxaWeb’s Service Delivery Model and Deployment Model

A

Delivery type: Traditional approach

Deployment model: Traditional or IT service outsourcing

28
Q

HiOSoft’s Service Delivery Model and Deployment Model

A

Delivery type: Sell a software package.

Deployment model: contract separately with other partners for IaaS, PaaS, or SaaS.

29
Q

Vendor Selection: Criteria

A

Scalability
Robustness
Workflow management

30
Q

Supply chain definition

A

A system of organizations involved in the transformation of natural resources, raw materials, and components into a finished product that is delivered to the end customer.

31
Q

What is (supply chain) integration?

A

Gaining ownership or increased control over a firm in the supply chain.

32
Q

Horizontal integration

A

Owning a firm’s competitors

33
Q

Vertical integration

A

Forward integration: owning a firm’s distributors or retailers

Backward integration: owning a firm’s suppliers

34
Q

Virtual Integration

A

Using technology to coordinate activities across firms in a supply chain to achieve new levels of efficiency and productivity.

35
Q

Requirements for virtual integration

A

Partner coordination
Trust
Partner relationship management, contract managers etc.

ISS (10 decks)

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