Term
| Service level management (SLM) |
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Definition
when you sell to your own company.
the overall goal to manage the service.
processes and technologies for managing and monitoring systems. |
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Term
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Definition
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Term
| Service level objectives (SLO) |
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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 |
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Term
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Definition
the best way to do something.
you or your product must measure up to it.
Once reached, the SLI is finished |
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Term
| Service level agreements (SLA) |
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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. |
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Term
| Service level indicator (SLI) |
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Definition
should be measurable.
it is a benchmark to measure time.
made to show when an SLO is met. |
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Term
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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.) |
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Term
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Definition
| only address things that are likely to happen and are reasonable to prevent. (can't prevent a nuclear strike) |
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Term
| IT infrastructure library (ITTL) |
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Definition
Made in Britain by OGC.
became an international standard about the best IT practices to perform business services. |
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Term
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Definition
aka baseline contract.
agree on price and what will be done.
can fluctuate. |
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Term
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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) |
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Term
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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. |
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Term
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Definition
aka middleware.
found a problem, and there is an easy way around it. called "duct tape fix" |
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Term
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Definition
| it does what it needs to, but it isn't pretty. shoddy or duct tape job. |
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Term
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Definition
| list what needs to be done, and list why you should and shouldn't do what needs to be done. |
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Term
| Alternative (Evaluation) Matrix |
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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. |
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Term
| analytic hierarchy process |
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Definition
structured.
shows alternatives.
drawn like a web.
each criterion has a weight to tell what is the best.
software-driven. |
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Term
| request for information (RFI) |
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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. |
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Term
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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. |
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Term
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Definition
software engineering tool.
only 4 tools, or a combination of the 4 can be done to data: create, read, update (edit), and delete. |
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Term
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Definition
planned ideas of what you want to do.
has technical specs, processes, and a fit business strat. |
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Term
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Definition
what you actually have. what you get from architecture, or what you inherited.
technical implementation of architecture.
basis for IT services. |
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Term
| application portfolio management |
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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. |
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Term
| architecture considerations |
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Definition
have corporate standards.
get software licenses.
relationships with the customer/supplier - adhere to their demands.
deal with what infrastructure you already have. |
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Term
| 4 functions of software architecture |
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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. |
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Term
| hardware architecture - 3 types |
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Definition
server-based
client-based
client/server - (tiered) |
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Term
| server-based architecture |
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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. |
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Term
| client-based architecture |
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Definition
one microcomputer acts as a server - holds data only.
client does all of the calculations, etc. |
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Term
| client/server architecture (2 tiered) |
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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. |
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Term
| client/server architecture (3 tiered) |
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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. |
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Term
| web services for architecture |
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Definition
web based software "objects" - must be published and discovered.
scalable (extensible)
used to build apps. |
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Term
| service oriented architecture (SOA) |
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Definition
IT architecture based on web services.
provisioning of it services using web services.
standardized service |
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Term
| enterprise service bus (ESB) |
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Definition
software architecture.
web services can be used to tell many databases what you want from each one. |
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Term
| service oriented architecture 2.0 |
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Definition
| web services combined with business intelligence. |
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Term
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Definition
computing and software services offered over the "cloud" (network).
service virtualization. |
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Term
| implementation construction |
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Definition
| development of code, operating and support procedures, and documentation. |
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Term
| estimated cost of downtime |
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Definition
software: about 3.6% of annual revenue.
difficult to separate network from Internet, or hardware from software.
network: $42k/hr. |
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Term
| where the term "bug" came from |
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Definition
| Rear Admiral Grace Hopper at harvard's computation laboratory found a moth stuck in a relay (switch) (relay used before transistors were made). |
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Term
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Definition
"committee IQ is inversely proportional to the number of people in it"
the more programmers involved, the greater the need for coordination. |
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Term
| how to coordinate activities |
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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. |
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Term
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Definition
| As the components are brought together, most of the bugs are found. |
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Term
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Definition
| each piece or function is tested individually. |
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Term
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Definition
| several pieces or functions are put together to see if they work. |
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Term
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Definition
whole system is tested together.
system shakedown - you want it to crash so you can find the bugs. |
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Term
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Definition
| final end-user check of the system. |
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Term
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Definition
| alpha has a lot of bugs, and beta has hidden bugs that will be found by testers. |
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Term
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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. |
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Term
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Definition
| makes sure that the system development meets requirements as it happens. improves customer confidence and company's credibility. |
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Term
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Definition
| international standard. outside audit comes in and gives you a certification for QA. approved by IT infrastructure library in 2005. |
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Term
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Definition
| provides a guide to system capabilities for future analysts - techy specs. |
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Term
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Definition
| provides a guide to system capabilities for current users - business specs. |
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Term
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Definition
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Term
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Definition
| business tasks accomplished with system. |
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Term
| tutorials (documentation) |
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Definition
| teach users to use the system. |
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Term
| mistakes for implementation |
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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 |
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Term
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Definition
| evaluation of evidence regarding reliability and integrity of a system. |
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Term
| compliance with implementation audit |
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Definition
| State of accordance with a set of specs. or legislation. |
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Term
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Definition
risk-focused.
promote sound IT controls.
ensure timely resolution of deficiencies.
inform stakeholders of risk-management practices effectiveness.
more controlled=less user error. |
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Term
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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? |
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Term
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Definition
| includes type 1 audit, and shows how well you are doing what you say you're doing. |
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Term
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Definition
statement on auditing standards #70: service organizations.
Used by a service auditor to make sure that certain standards are being met. |
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Term
| system migration (deployment) |
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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. |
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Term
| 4 types of technical conversion |
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Definition
direct
parallel
pilot
phased
nothing is just 1 distinct method. |
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Term
| direct technical conversion |
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Definition
aka big band and abrupt cutover.
pros - fast
cons - people aren't used to it. high chance of failure. |
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Term
| parallel technical conversion |
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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. |
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Term
| pilot technical conversion |
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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. |
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Term
| phased technical conversion |
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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. |
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Term
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Definition
short and/or incomplete implementation to demonstrate feasibility.
development or test milestone. |
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Term
| feasibility analysis or implementation |
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Definition
| ex- pixar making shorts to test animation. |
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Term
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Definition
| managing change from pre-existing norms and habits. |
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Term
| unfreezing change management |
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Definition
| loosening up people's habits and norms. |
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Term
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Definition
| transition from old to new systems. |
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Term
| refreezing change management |
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Definition
| institutionalize new way of doing things. |
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Term
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Definition
| assigned to a project and lets everyone know what will happen with change. |
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Term
| change management champion |
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Definition
| manager in position to make things happen. |
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Term
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Definition
| manager in charge of making things happen that champion wants. |
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Term
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Definition
| people to whom the things which the change manager and champion make happen affect. |
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Term
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Definition
make new system an SOP - standard operating procedure.
Redesign measurements and rewards to provide incentives.
can give or withhold resources to motivate. |
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Term
| info strat for motivating adoption |
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Definition
information strat - change is better
political strat - organizational power motivates change. |
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Term
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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. |
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Term
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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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