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.