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system a and d final
final
81
Business
Undergraduate 3
12/10/2011

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Term
Service level management (SLM)
Definition
when you sell to your own company.
the overall goal to manage the service.
processes and technologies for managing and monitoring systems.
Term
Components of SLM
Definition
SLO's
SLI's
SLA's
Term
Service level objectives (SLO)
Definition
you make the objectives to reach a goal.
business objectives, not technological.
set parameters for a service or project.
uses SLI's to benchmark
Term
benchmarking
Definition
the best way to do something.
you or your product must measure up to it.
Once reached, the SLI is finished
Term
Service level agreements (SLA)
Definition
the level of service that is agreed upon by the client and the service provider.
made up of SLO's.
It is a formal contract.
parameters of delivery of a complete SERVICE by a provider.
more formal delivery=better.
Term
Service level indicator (SLI)
Definition
should be measurable.
it is a benchmark to measure time.
made to show when an SLO is met.
Term
Business Continuity
Definition
aka business continuity life cycle.
availability of critical business functions.
Makes sure that the functions are working when the business is running in normal operations.
Addresses the availability of a service by assessing risk before it happens (hack, natural disaster, etc.)
Term
risk assessment
Definition
only address things that are likely to happen and are reasonable to prevent. (can't prevent a nuclear strike)
Term
IT infrastructure library (ITTL)
Definition
Made in Britain by OGC.
became an international standard about the best IT practices to perform business services.
Term
baseline
Definition
aka baseline contract.
agree on price and what will be done.
can fluctuate.
Term
ARC's
Definition
Additional resource charge.
incremental service or materials - charges payable by client in addition to baseline contract costs. (charged more when more resources are being used)
Term
RRC's
Definition
reduced resource charges.
incremental service or materials credits (or charges) to client.
using less, but you still have to pay for what you initially asked for.
Term
workaround
Definition
aka middleware.
found a problem, and there is an easy way around it. called "duct tape fix"
Term
kludgy (Cloogy)
Definition
it does what it needs to, but it isn't pretty. shoddy or duct tape job.
Term
force field analysis
Definition
list what needs to be done, and list why you should and shouldn't do what needs to be done.
Term
Alternative (Evaluation) Matrix
Definition
Makes it easy to compare vendors.
you look for a vendor by inputting criteria, and each criterion is weighted from your choosing.
be fair with evaluating vendors, and add up their points to choose one.
Term
analytic hierarchy process
Definition
structured.
shows alternatives.
drawn like a web.
each criterion has a weight to tell what is the best.
software-driven.
Term
request for information (RFI)
Definition
not a binding contract, and not a specific quote.
just ask the vendor a series of questions.
tell the vendor what you need, and ask what it would take to do it.
Term
RFP/RFQ contents
Definition
RFP - request for proposal; customer gives requirements for a system; it is binding, and close to a legal contract.
RFQ - request for quote; ask for price.
Term
CRUD matrix
Definition
software engineering tool.
only 4 tools, or a combination of the 4 can be done to data: create, read, update (edit), and delete.
Term
architecture
Definition
planned ideas of what you want to do.
has technical specs, processes, and a fit business strat.
Term
infrastructure
Definition
what you actually have. what you get from architecture, or what you inherited.
technical implementation of architecture.
basis for IT services.
Term
application portfolio management
Definition
managing the apps that you provide.
aka APM, app rationalization, and app portfolio rationalization.
reviewing apps and services to see whether they should be continued.
Term
architecture considerations
Definition
have corporate standards.
get software licenses.
relationships with the customer/supplier - adhere to their demands.
deal with what infrastructure you already have.
Term
4 functions of software architecture
Definition
data storage - platform specs.
data access logic - server side; processing required to access stored data
app logic - client side; processing the logic of the app
presentation logic - what is seen; info display and user command processing.
Term
hardware architecture - 3 types
Definition
server-based
client-based
client/server - (tiered)
Term
server-based architecture
Definition
aka mainframe.
client is only a terminal, and everything is on the server.
older technique.
the client only shows the answers, and calculations and data are all figured out on the server.
Term
client-based architecture
Definition
one microcomputer acts as a server - holds data only.
client does all of the calculations, etc.
Term
client/server architecture (2 tiered)
Definition
always have to have 2 tiers - 1 tier would only be 1 machine.
some processing is done by server, and some by client.
thin- server does more calculations.
thick-client holds data and calculations.
usually all data is held on the server.
Term
client/server architecture (3 tiered)
Definition
microcomputer is presentation logic, then app server handles business logic, and database server handles database tasks.
app server does calculations.
client is thin - just a terminal.
database server houses all data, but doesn't do any calculations.
Term
web services for architecture
Definition
web based software "objects" - must be published and discovered.
scalable (extensible)
used to build apps.
Term
service oriented architecture (SOA)
Definition
IT architecture based on web services.
provisioning of it services using web services.
standardized service
Term
enterprise service bus (ESB)
Definition
software architecture.
web services can be used to tell many databases what you want from each one.
Term
service oriented architecture 2.0
Definition
web services combined with business intelligence.
Term
cloud computing
Definition
computing and software services offered over the "cloud" (network).
service virtualization.
Term
implementation construction
Definition
development of code, operating and support procedures, and documentation.
Term
estimated cost of downtime
Definition
software: about 3.6% of annual revenue.
difficult to separate network from Internet, or hardware from software.
network: $42k/hr.
Term
where the term "bug" came from
Definition
Rear Admiral Grace Hopper at harvard's computation laboratory found a moth stuck in a relay (switch) (relay used before transistors were made).
Term
Coordinating Activities
Definition
"committee IQ is inversely proportional to the number of people in it"
the more programmers involved, the greater the need for coordination.
Term
how to coordinate activities
Definition
hold regular project meetings with team, customers, and management.
make and use standards.
development, testing, and production environments.
impossible to overcommunicate, but can annoy someone.
Term
software testing
Definition
As the components are brought together, most of the bugs are found.
Term
unit software testing
Definition
each piece or function is tested individually.
Term
integration test
Definition
several pieces or functions are put together to see if they work.
Term
system test
Definition
whole system is tested together.
system shakedown - you want it to crash so you can find the bugs.
Term
acceptance test
Definition
final end-user check of the system.
Term
alpha and beta tests
Definition
alpha has a lot of bugs, and beta has hidden bugs that will be found by testers.
Term
sandbox
Definition
a test environment, and separate from the production environment.
it has untested code, and is a "play" area. between beta and production, few changes are made, and environment is very controlled.
Term
quality assurance (QA)
Definition
makes sure that the system development meets requirements as it happens. improves customer confidence and company's credibility.
Term
ISO 9000
Definition
international standard. outside audit comes in and gives you a certification for QA. approved by IT infrastructure library in 2005.
Term
system documentation
Definition
provides a guide to system capabilities for future analysts - techy specs.
Term
user documentation
Definition
provides a guide to system capabilities for current users - business specs.
Term
reference documents
Definition
specific end-user help
Term
procedures manuals
Definition
business tasks accomplished with system.
Term
tutorials (documentation)
Definition
teach users to use the system.
Term
mistakes for implementation
Definition
research-oriented development - new technology causes delays.
low cost personnel - get what you pay for.
lack of code control - need to rework it.
inadequate testing
Term
implementation audit
Definition
evaluation of evidence regarding reliability and integrity of a system.
Term
compliance with implementation audit
Definition
State of accordance with a set of specs. or legislation.
Term
IT systems audit
Definition
risk-focused.
promote sound IT controls.
ensure timely resolution of deficiencies.
inform stakeholders of risk-management practices effectiveness.
more controlled=less user error.
Term
type 1 audit
Definition
opinion on accuracy of description of controls in operation, and on the suitability of their design to achieve their objectives.
Are you doing what you say your doing?
Term
type 2 audit
Definition
includes type 1 audit, and shows how well you are doing what you say you're doing.
Term
sas 70.
Definition
statement on auditing standards #70: service organizations.
Used by a service auditor to make sure that certain standards are being met.
Term
system migration (deployment)
Definition
it is an art and a science.
technical migration plan for hardware, software, network, data, and people.
organizational: possibly change management.
Both processes are tightly bound.
Term
4 types of technical conversion
Definition
direct
parallel
pilot
phased
nothing is just 1 distinct method.
Term
direct technical conversion
Definition
aka big band and abrupt cutover.
pros - fast
cons - people aren't used to it. high chance of failure.
Term
parallel technical conversion
Definition
new system works side by side with old.
pros - 2 systems to rely on. room for training and smooth transition.
cons - more costly to build 2 systems. can have double entries.
Term
pilot technical conversion
Definition
one or more locations to test the system.
pros - sandbox idea. final will be better than expected.
cons - inconsistencies in systems. scope creep from feedback.
Term
phased technical conversion
Definition
system installed in stages, either physical locations or system functionality.
pros - easy to isolate the problems.
cons - update could crash. doesn't initially do everything. takes a long time to implement.
Term
proof of concept
Definition
short and/or incomplete implementation to demonstrate feasibility.
development or test milestone.
Term
feasibility analysis or implementation
Definition
ex- pixar making shorts to test animation.
Term
change management
Definition
managing change from pre-existing norms and habits.
Term
unfreezing change management
Definition
loosening up people's habits and norms.
Term
moving change management
Definition
transition from old to new systems.
Term
refreezing change management
Definition
institutionalize new way of doing things.
Term
change manager position
Definition
assigned to a project and lets everyone know what will happen with change.
Term
change management champion
Definition
manager in position to make things happen.
Term
change manager/agent
Definition
manager in charge of making things happen that champion wants.
Term
potential adopter
Definition
people to whom the things which the change manager and champion make happen affect.
Term
change incentives
Definition
make new system an SOP - standard operating procedure.
Redesign measurements and rewards to provide incentives.
can give or withhold resources to motivate.
Term
info strat for motivating adoption
Definition
information strat - change is better
political strat - organizational power motivates change.
Term
3 types of adopters
Definition
ready adopters - want something new as soon as it comes out.
reluctant adopters - change eventually with convincing.
resistant adopters - those who never want to change.
Term
project assessment
Definition
process of understanding what went right and wrong in a project - post-mortem - it is difficult to do.
asses team and system performance versus requirements and how they do in present environment.
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