...Service Strategy Meghna B. Patel Illinois Institute of Technology, Chicago Service Strategy ITIL (Information Technology Infrastructure Library) framework is considered as a set of best practices for IT Service Management (ITSM). This framework is widely used by many IT service providers to deliver quality IT services that adds value to customer and aims at attaining the business objectives. It consists of different processes and functions which are divided among five stages of service life cycle. Service Strategy is the first stage in this life cycle. “ITIL Service Strategy provides guidance on how to view service management not only as an organizational capability but as a strategic asset” (Cannon, 2011). It helps in designing, development and implementation of IT services that aligns with the business strategy and thus allowing service providers to think and act in a strategic manner. Service Strategy Principles Utility and Warranty Value of service consists of two components: Utility (fitness for purpose) and Warranty (fitness for use). According to Cannon (2011), Utility is the functionality offered by a product or service to meet a particular need. It refers to those characteristics of a service that contribute to tasks associated with achieving business outcomes. It is used to improve performance of these tasks and/or to remove constraints that prevent the task from being carried out sufficiently. Warranty is an assurance that a product or service will meet its agreed...
Words: 1575 - Pages: 7
...For writing services like this Contact :sethamimo@gmail.com Project management - prince 2 -case study Name Professor Institution Course Date ITIL (Information Technology Infrastructure Library) ITIL provides a framework that describes the best practice direction for IT Service Management. Therefore, ITIL framework is focused on a concept towards the service lifecycle. The main phases of the ITIL service lifecycle are service design, service strategy, service operation, service transition, and service improvement. In this project, main function of the ITIL framework addresses how Aplestia’s IT as a whole should be operated. The project management aspect addresses how single projects within the Aplestia should be executed. PRINCE 2 (Projects IN Controlled Environments) PRINCE 2 is a kind of an industry standard used extensively in the whole world. It Is known as project management technique designed to offer a framework covering the wide variety of activities and disciplines needed within a project. In this project, PRINCE 2 is focused on Aplestia ‘s case, which shows the rationale and business justification for this project. This is a process-based technique where the structure includes 5 phases as well as 8 high level processes. One of the merits of PRINCE 2, is that it can be applied to any size of set up or any type of project. One of the key shortcomings of PRINCE 2 is that it does not provide and cover for any support...
Words: 4374 - Pages: 18
...Introduction The major healthcare provider in question has experienced a potential security breach within their records. They are now currently investigating how this happened and what information was access by the unauthorized individual. However, the company is now interested in established a baseline framework to avoid future information breaches from occurring. This document will outline three major IT frameworks and how each could have mitigated the recent information breach. ISO Policy The ISO 27001 recommendation is a high-level discussion. A precise policy was not located. The discussion did contain a preventive feature to denied access afterhours; however, how the afterhours check relates to a policy is not clear. The COBIT5 recommendation is a discussion and needs to develop a policy. The discussion includes auditing in general; however, details about the auditing need to be developed once a precise policy is developed. The NIST framework discussion includes review of log files. Details need to be developed about the review once a policy is developed. The three major security frameworks in the discussion are excellent overall recommendations. Precise policy statements that will prevent an identified security flaw in the scenario need to be developed. The first policy presented is ISO 27001 (International Standards Organization Security Standards). According to the ISO website, “The ISO 27000 family of standards helps organizations keep information assets secure. Using...
Words: 3049 - Pages: 13
...Index: ITIL® v3 Foundation 2011 Study Notes 1. ITIL v3 Foundation Certification Notes: Service Management as a Practice 2. ITIL v3 Foundation Certification Notes: Service Strategy 3. ITIL v3 Foundation Certification Notes: Service Strategy [2] 4. ITIL v3 Foundation Certification Notes: Service Design 5. ITIL v3 Foundation Certification Notes: Service Design [2] 6. ITIL v3 Foundation Certification Notes: Service Design [3] 7. ITIL v3 Foundation Certification Notes: Service Design [4] 8. ITIL v3 Foundation Certification Notes: Service Transition 9. ITIL v3 Foundation Certification Notes: Service Transition [2] 10. ITIL v3 Foundation Certification Notes: Service Operation and Functions 11. ITIL v3 Foundation Certification Notes: Service Operation [2] 12. ITIL v3 Foundation Certification Notes: Service Operation [3] 13. ITIL v3 Foundation Certification Notes: Continual Service Improvement 14. ITIL v3 Foundation Certification Notes: Last Minutes Revision Notes ITIL v3 Foundation Certification Notes: Service Management as a Practice Why IT Service Management is needed? * Higher IT service quality is always required while fewer resources are available * Users are not interested in the processes / technology, rather they just need to utilize the service to achieve business goals * As users are usually not directly responsible for the costs of IT services, they would endlessly request more and more IT services with higher and higher standards /...
Words: 20852 - Pages: 84
...Özsen, (2010),"Analysis of risk dynamics in information technology service delivery", Journal of Enterprise Information Management, Vol. 23 Iss 3 pp. 350 - 364 Permanent link to this document: http://dx.doi.org/10.1108/17410391011036102 Downloaded on: 13 July 2015, At: 09:35 (PT) References: this document contains references to 37 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 1723 times since 2010* Users who downloaded this article also downloaded: Norita Ahmad, Noha Tarek Amer, Faten Qutaifan, Azza Alhilali, (2013),"Technology adoption model and a road map to successful implementation of ITIL", Journal of Enterprise Information Management, Vol. 26 Iss 5 pp. 553-576 http://dx.doi.org/10.1108/JEIM-07-2013-0041 F. Ponsignon, P.A. Smart, R.S. Maull, (2011),"Service delivery system design: characteristics and contingencies", International Journal of Operations & Production Management, Vol. 31 Iss 3 pp. 324-349 http://dx.doi.org/10.1108/01443571111111946 Kakoli Bandyopadhyay, Peter P. Mykytyn, Kathleen Mykytyn, (1999),"A framework for integrated risk management in information technology", Management Decision, Vol. 37 Iss 5 pp. 437-445 http:// dx.doi.org/10.1108/00251749910274216 Access to this document was granted through an Emerald subscription provided by emerald-srm:540740 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service...
Words: 7780 - Pages: 32
...Global Technology Audit Guide Auditing IT Governance Global Technology Audit Guide (GTAG®) 17 Auditing IT Governance July 2012 GTAG — Table of Contents Executive Summary......................................................................................................................................... 1 1. Introduction................................................................................................................................................ 2 2. IT Governance Risks................................................................................................................................... 7 3. Aligning the Organization and IT — Key Considerations................................................................ 12 4. The Role of Internal Audit in IT Governance............................................................................ 15 Conclusion....................................................................................................................................................... 18 Authors and Reviewers.............................................................................................................................. 18 Appendix — IT Governance Risk Assessment/Engagement Planning Considerations............................................. 19 iv GTAG — Executive Summary Executive Summary To support the heightened importance of IT governance and the mandatory nature of the International Standards...
Words: 10762 - Pages: 44
...Global Technology Audit Guide Auditing IT Governance Global Technology Audit Guide (GTAG®) 17 Auditing IT Governance July 2012 GTAG — Table of Contents Executive Summary......................................................................................................................................... 1 1. Introduction................................................................................................................................................ 2 2. IT Governance Risks................................................................................................................................... 7 3. Aligning the Organization and IT — Key Considerations................................................................ 12 4. The Role of Internal Audit in IT Governance............................................................................ 15 Conclusion....................................................................................................................................................... 18 Authors and Reviewers.............................................................................................................................. 18 Appendix — IT Governance Risk Assessment/Engagement Planning Considerations............................................. 19 iv GTAG — Executive Summary Executive Summary To support the heightened importance of IT governance and the mandatory nature of the International Standards for the Professional...
Words: 10762 - Pages: 44
...KXO223: Systems Acquisition and Implementation Assignment 1, 2013 – Case Studies Tutorial-based group assessments Due: See ‘Due Dates for Case Study Submission’ section Marks: 30% of the total marks for the unit Background – Learning with Cases Harvard University, probably the most famous source of teaching cases, describes these resources as follows: “Teaching cases – also known as case studies – are narratives designed to serve as the basis for classroom discussion. Cases don’t offer their own analysis. Instead, they are meant to test the ability of students to apply the theory they’ve learned to a ‘real world’ situation … where good accounts of specific events can help exemplify and illuminate theory” (Harvard, 2000). The use of cases based on or around real organisations and/or current issues provides an entirely different approach to learning from that of lectures or more conventional tutorial exercises, where students solve specific problems in isolation from the world of business. Case preparation is a significant part of both undergraduate and postgraduate business study – particularly in the English-speaking world – and it is important to learn to do it effectively and efficiently. I have provided two introductory readings to help you with this process: “Learning Information Systems with Cases” (a pdf file available from your KXO223 MyLO resources) and “Notes on Writing a Case Study Report” (included in this document as Appendix A). Please begin by reading...
Words: 15979 - Pages: 64
...understanding and critical assessment of the University of Dar es Salaam cyber security policy through addressing the following research questions: What are the IT risk management policy and systems that can be developed for the University of Dar es salaam? The primary data is collected through surveys, and interviews that are open ended and close ended. The results of the paper demonstrated that colleges and universities have been a target for cyber-attacks due to the fact that of the vast amount of computing power they possess, and they provide open access to their constituents and to the public. The research also showed that University of Dar es Salaam doesn’t have a comprehensive IT security risk management policy or guidelines that will guide the business process in the event of an IT security threat. Therefore the University needs to develop policiesthat provide roadmap for effectively protecting the availability, integrity and confidentiality of University of Dar es Salaam Information Systems. Chapter One Introduction 1. Introduction Cybercrime is one of the fast growing areas of crime. Accordingly, there have been increased...
Words: 7435 - Pages: 30
...Exploring Excellence PGDM (GM) (GMP 2013–14) AN AICTE APPROVED FLAGSHIP FULL-TIME MBA PROGRAM FOR EXPERIENCED PROFESSIONALS E-brochure http://www.placementkloud.com/xlrigmp 01 02 03 04 05 06 08 10 12 14 16 MESSAGE FROM THE DIRECTOR Learning and growth are vital for a healthy environment in organizations. We at XLRI have structured our programmes in such a manner as to equip the future managers of tomorrow with learning, competencies and skills that can significantly contribute to the growth of the organization. XLRI has always been proudly associated with academic excellence, personal values and social concern. It has been the crucible of leadership training for over 60 years and its banner is held high by a fine breed of alumni who serve as “change agents” thereby adding a new dimension to their corporate role. This integral and value based formation will greatly assist our students to be innovative, competent and creative leaders. They are groomed in a manner as to serve as agents of continuous improvement and change. It was in 1997 that XLRI recognized an unfulfilled need for formal management training at middle and senior levels of corporate strata. The result of that thought process was the General Management Programme, which has ever since, transformed several industry professionals into veritable leaders who reflect the standards and values of XLRI at various organizations. Recognized by AICTE, the programme places emphasis on stringent admission procedures...
Words: 25500 - Pages: 102
...over the country and it is also doing remarkably high business. The company’s gross premium (in India) has increased tremendously over the years 2010-2012. It was Rs. 8542.86 crores in the year 2011-2012, as against Rs. 7097.14 crores in the year 2010-2011. Also, the company’s total assets are as high as Rs. 42162.74 crores as on 31st March 2012. The company has an extensive network of offices covering each and every state and other regions of India as shown in Figure1. . Figure 1.New India Assurance India Limited presence all over the country. Such large and extensive network makes NIA Rank No. 1 in the Indian market. Not only this, the company is also the largest Non-Life insurer in Afro-Asia excluding Japan. It is infact also the first Indian non-life company to reach Rs. 10073.88 crores Gross Premium. International Presence NIA also provides global Re-insurance facilities. It has its over-seas presence in countries like Japan, U.K, Middle East, Fiji and Australia. Overseas operations commenced in 1920. The company has operations in 20 countries in the year 2011-12 which spans through a network of 9 branches, 7 agencies, 1 associate company and 3 subsidiary companies in the year 2011-12. The company received an overseas premium of Rs. 1531.37 crores in the year 2011-12. Strengths New India Insurance has many strength and advantage that puts it ahead of others. The company has the largest number of offices in India and abroad. It is also blessed with skilful...
Words: 14892 - Pages: 60
...Project Management Institute A Guide to the Project Management Body of Knowledge (PMBOK® Guide) – Fifth Edition Licensed To: Jorge Diego Fuentes Sanchez PMI MemberID: 2399412 This copy is a PMI Member benefit, not for distribution, sale, or reproduction. Library of Congress Cataloging-in-Publication Data A guide to the project management body of knowledge (PMBOK® guide). -- Fifth edition. pages cm Includes bibliographical references and index. ISBN 978-1-935589-67-9 (pbk. : alk. paper) 1. Project management. I. Project Management Institute. II. Title: PMBOK guide. HD69.P75G845 2013 658.4’04--dc23 2012046112 ISBN: 978-1-935589-67-9 Published by: Project Management Institute, Inc. 14 Campus Boulevard Newtown Square, Pennsylvania 19073-3299 USA Phone: +610-356-4600 Fax: +610-356-4647 Email: customercare@pmi.org Internet: www.PMI.org ©2013 Project Management Institute, Inc. All rights reserved. “PMI”, the PMI logo, “PMP”, the PMP logo, “PMBOK”, “PgMP”, “Project Management Journal”, “PM Network”, and the PMI Today logo are registered marks of Project Management Institute, Inc. The Quarter Globe Design is a trademark of the Project Management Institute, Inc. For a comprehensive list of PMI marks, contact the PMI Legal Department. PMI Publications welcomes corrections and comments on its books. Please feel free to send comments on typographical, formatting, or other errors. Simply make a copy of the relevant page of the book, mark the error, and...
Words: 162869 - Pages: 652
...Innovative Business Practices Innovative Business Practices: Prevailing a Turbulent Era Edited by Demetris Vrontis and Alkis Thrassou Innovative Business Practices: Prevailing a Turbulent Era, Edited by Demetris Vrontis and Alkis Thrassou This book first published 2013 Cambridge Scholars Publishing 12 Back Chapman Street, Newcastle upon Tyne, NE6 2XX, UK British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library Copyright © 2013 by Demetris Vrontis and Alkis Thrassou and contributors All rights for this book reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior permission of the copyright owner. ISBN (10): 1-4438-4604-X, ISBN (13): 978-1-4438-4604-2 TABLE OF CONTENTS Chapter One ................................................................................................. 1 Knowledge Hybridization: An Innovative Business Practices to Overcome the Limits of the Top-Down Transfers within a Multinational Corporation Hela Chebbi, Dorra Yahiaoui, Demetris Vrontis and Alkis Thrassou Chapter Two .............................................................................................. 17 Rethinking Talent Management in Organizations: Towards a Boundary-less Model Carrie Foster, Neil Moore and Peter Stokes Chapter Three .......
Words: 128975 - Pages: 516
...Management of Information Security Third Edition This page intentionally left blank Management of Information Security Third Edition Michael Whitman, Ph.D., CISM, CISSP Herbert Mattord, M.B.A., CISM, CISSP Kennesaw State University ———————————————————————— Australia • Brazil • Japan • Korea • Mexico • Singapore • Spain • United Kingdom • United States Management of Information Security, Third Edition Michael E. Whitman and Herbert J. Mattord Vice President, Career and Professional Editorial: Dave Garza Executive Editor: Stephen Helba Managing Editor: Marah Bellegarde Product Manager: Natalie Pashoukos Developmental Editor: Lynne Raughley Editorial Assistant: Meghan Orvis Vice President, Career and Professional Marketing: Jennifer McAvey Marketing Director: Deborah S. Yarnell Senior Marketing Manager: Erin Coffin Marketing Coordinator: Shanna Gibbs Production Director: Carolyn Miller Production Manager: Andrew Crouth Senior Content Project Manager: Andrea Majot Senior Art Director: Jack Pendleton Cover illustration: Image copyright 2009. Used under license from Shutterstock.com Production Technology Analyst: Tom Stover © 2010 Course Technology, Cengage Learning ALL RIGHTS RESERVED. No part of this work covered by the copyright herein may be reproduced, transmitted, stored, or used in any form or by any means graphic, electronic, or mechanical, including but not limited to photocopying, recording, scanning, digitizing, taping, Web distribution, information...
Words: 229697 - Pages: 919
...Butterworth-Heinemann is an imprint of Elsevier Linacre House, Jordan Hill, Oxford OX2 8DP, UK 30 Corporate Drive, Suite 400, Burlington, MA 01803, USA First edition 2009 Copyright © 2009 Elsevier Ltd. All rights reserved No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without the prior written permission of the publisher Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone (144) (0) 1865 843830; fax (144) (0) 1865 853333; email: permissions@elsevier.com. Alternatively you can submit your request online by visiting the Elsevier web site at http://elsevier.com/locate/permissions, and selecting Obtaining permission to use Elsevier material Notice No responsibility is assumed by the publisher for any injury and/or damage to persons or property as a matter of products liability, negligence or otherwise, or from any use or operation of any methods, products, instructions or ideas contained in the material herein. Because of rapid advances in the medical sciences, in particular, independent verification of diagnoses and drug dosages should be made. British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library Library of Congress Cataloguing in Publication Data A catalog record for this book is available from the Library of Congress ISBN–13:...
Words: 89973 - Pages: 360
