Information and Communications Technology: Services Management - Assignment Example

ASSIGNMENT SUBMISSION STMPLATE Instructions It will be necessary to use literature/online resources to complete this assignment, please ensure you cite and reference any such materials using the Harvard format. DO NOT copy content directly from either the text or Internet resources: this assignment is to be in your own words. You will lose marks if you do not use your own words! Please complete your assignment using this submission template file, inserting your responses where indicated. DO NOT delete the marking criteria page – changes are permitted to the formatting of other pages including the headers and footers. Please fill in the following details: Student Name Student Number Tasks There are ten (10) tasks, one for each week: the tasks are detailed below. There is a table to complete for each task. Please fill in the information required. An example of a completed task is below. Note the first response (resource 1) is good – so aim for something like this. The second response (resource 2) is not acceptable, so if you submit anything like it, you won’t pass the assignment! The reasons? Poor resource selection (Wikipedia), no Harvard reference and a block cut and paste from the site (no citation, no original content). Example Task Find two resources that explain aspects of IT Service Management. Resource 1 (Good Response) Title and Reference: COBIT versus ITIL IBARAKI, S. 2014. COBIT versus ITIL [Online]. Available: http://blogs.technet.com/b/cdnitmanagers/archive/2014/04/06/cobit-versus-itil.aspx [Accessed 29/01/2015 2014]. Summary: This resource is a blog entry discussing the differences between CoBIT and ITIL. I chose this resource as there is a lot of confusion about the way in which ITSM is applied and the distinction between the CoBIT and ITIL implementations is frequently unclear. Ibaraki explains that CoBIT provides the governance and metric structures while ITIL delivers on the actual mechanics and “how-to” processes. The author makes an interesting observation that it is wrong to simplify COBIT as providing the ‘why’ and ITIL providing the ‘how’ because both ITSM mechanisms have considerable overlap and both need to be used at the same time. I found this article very useful in explaining the differences and similarities between these two aspects of ITSM. Resource 2 (Bad Response) Title and Reference: http://en.wikipedia.org/wiki/IT_service_management Summary: This pages talks about ITSM. It says that IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization or part of an organization to plan, deliver, operate and control IT services offered to customers. It is thus concerned with the implementation of quality IT services that meet the needs of customers, and is performed by the IT service provider through an appropriate mix of people, process and information technology. Note: Each resource summary should be a maximum of 150 words. Week 1 Task One aspect of this week was mass storage. Collect and summarise two resources concerning data storage technology and/or trends that are not mentioned in the text. Resource 1 Title and Reference: Buckle Up! The Top Storage Technology Trends for 2015. Kidd, J, & VP, S, 2015, Buckle Up! The Top Storage Technology Trends for 2015, Search Storage, Available at: http://searchstorage.techtarget.com/NetAppSponsoredNews/Buckle-Up-The-Top-Storage-Technology-Trends-for-2015 Summary: When talking of mass storage, we mean storing data in large quantities for future use and reference. This article is relevant to this topic because it talks about various technologies that are used in the current time for mass storage. It is an article which is very important in addressing the trends of how mass storage is and will be necessary to use the emerging data storage technology. It is an article that demonstrates how the change in technology has influenced the storage of data in enterprises. It emphasizes on the changing trend of every information technology stack including storage systems as well as storage media. It is seen that, some of the trends are already progressing and will be accelerating in the year 2015 while other technologies are still emerging. It is an essential resource that provides the reader with enough evidence of technology in mass storage and current trends. Resource 2 Title and Reference: What Storage Might Look in Five Years, Chuck Hollis, 2013, What Storage Might Look in Five Years, Chuck’s Blog, Available at: http://chucksblog.emc.com/chucks_blog/2013/06/what-storage-might-look-like-in-five-years.html Summary: The trend in data storage is changing with time and this has been evidenced by research. This is a very essential article when it comes to understanding how things will look like in the coming years regarding mass storage. The main reason for selecting this article is that, it is relevant to the topic and provides information about different views why technology in data storage will change over time. Mass storage is also described as a subject that will be more relevant that it appears today. The reason is that, as people continue in the information age which is the material for the 21st Century, mass storage of data remains relevant to every enterprise due to radicalization of the society and the economy that we are living in. Therefore, Chucks demonstrates the default assumptions in data storage technologies, physical storage, logical storage, storage orchestration and consumption of stored data. Week 2 Task When we think about operating systems, we traditionally focus on the systems that run out servers and desktops (like Windows, Linux and OS X). In recent years, the emergence of tablets and smart phones has led to advances in the operating systems that run these devices. Collect and summarise two resources concerning these mobile operating systems. Resource 1 Title and Reference: Top 10 Mobile Phones Operating Systems Guru, I, 2015, Top 10 Mobile Phones Operating Systems, Internet Power User, Shout Me Loud, Available at: http://www.shoutmeloud.com/top-mobile-os-overview.html Summary: When we talk of mobile operating systems, it is obvious that, they are more advanced than those used in PCs and laptops. This article is a good resource that provides me with information of the different operating systems that are used in mobile phones. The article emphasizes that, these Ops are efficient and their use in mobile phones and tablets has been found to outdo laptops and PCs in their efficiency. It is a good resource that provides details of the various mobile operating systems used in tablets and smartphones. A person will find this resource useful by understanding what is behind the smooth as well as colorful touchscreen of their smartphones. Some of these operating systems discussed in this article include; Symbian, Android, Apple iOS, Blackberry OS, Windows OS, BADA, Palm OS (Garnet OS), Open WebOS, Maemo and MeeGo Resource 2 Title and Reference: Android or Chrome? Will Google ever decide on one OS? , Reardon, M, 2013, Android or Chrome? Will Google ever decide on one OS?, CNET, Available at: http://www.cnet.com/news/android-or-chrome-will-google-ever-decide-on-one-os/ Summary: This article talks about the efforts that Google is working on to enable people achieve a fast connection in the internet as well as eventually use Google services. It is a relevant article in relation to mobile operating systems. The major mobile operating system that is discussed in this article is the Android that has been identified to change how people access the internet in their mobile phones and tablets. The web based computing operating system of Android is seen to have been used by many since its introduction in the year 2009 by Google. However, the article, also presents that, the Chrome OS used by Android has not achieved much success and is requires more development efforts by the company. This is an indication that, not only OS for PCs and Laptops have been failing but also, some of the OS for mobile are also failing and need to be improved. Week 3 Task Access to the Internet has arguably become an essential service, however the quality of the service varies widely in Australia. Multiple governments had promised (and begun to deliver) a way of delivering high-speed connectivity throughout Australia via the NBN. Collect and summarise two resources that discuss the technologies that will underpin this network. Resource 1 Title and Reference: The National Broadband Network The NBN Exchange, 2015, The National Broadband Network, Technology, Available at: http://www.nbnexchange.com/nbn/index.php/national-broadband/technology-nat-bb/46-the-national-broadband-network.html Summary: In delivering high speed connectivity, the NBN that is being implemented by the Australian government will be underpinned by various technologies. This article is relevant to this topic since it presents material that demonstrates the technology that will underpin this type of network. As per the article, it is clear that, the NBN will utilize a fibre to the premises technology to provide broadband speeds of up to 100 mbs. The fibre minimum coverage obligation will be of 90% of the premises in Australia. This is an essential article that addresses the topic directly and provides me with the information I require to understand the technologies that will underpin the network. The article adds that, a combination of next generation fixed wireless as well as satellite technologies will also be used to provide peak speeds of 12mbs in all the remaining premises. Resource 2 Title and Reference: NBN Co confirms gigabit tech upgrade for HFC Pearce, R, 2015, NBN Co confirms gigabit tech upgrade for HFC, Computer world, Available at: http://www.computerworld.com.au/article/570297/nbn-co-confirms-gigabit-tech-upgrade-hfc/ Summary: In providing high speed networks, this article presents the HFC networks as the new technologies that will underpin the implementation of the NBN in Australia. This is an essential article since it presents one of the technologies that underpin the NBN. This technology will be acquired from Telstra as well as Optus. The NBC Company will be rolling out the Hybrid Fibre Coaxial (HFC) cable broadband networks as part of the technologies that underpin the network. These technologies will be providing the network with up to 10Gbs down and up at 1Gbs will have the capacity of handling data more efficiently. With the use of HFC, it is expected that, families will receive connection speeds of up to 1Gbs or 100Mbs. According to the author, the HFC is the latest technology that underpins the NBN since it is a state of art technologies used in deploying broadband services. Week 4 Task IPv6 is set to eventually replace IPv4. Collect and summarise two resources that discuss how IPv6 improves on IPv4. Resource 1 Title and Reference: IPv6 offers data packet security and quality of service – but so does IPv4, Golding, D, 2015, IPv6 offers data packet security and quality of service – but so does IPv4, Computer Weekly.com, Available at: http://www.computerweekly.com/opinion/IPv6-offers-data-packet-security-and-quality-of-service-but-so-does-IPv4 Summary: When talking of the superiority of IPv6, it is clear that its benefits surpass those of IPv4. This article is relevant to this topic. It talks about the frequent claim that IPv6 benefits are superior to those of IPv4. IPv6 is superior n two different ways including; the quality of service as well as security. However, the author questions the authenticity of this argument because when compared, the basic IPv4 protocol together with IPv6, the argument may not hold. This argument is made clear in this article and holds that, IPv6 does improve IPv4. The reason is that, the original design of IPv4 did not have any support of inherent security or even encryption features. The OPv6 protocol was made on a packet level encryption as well as quality services markings as the main elements of the network layer protocol. Therefore, IPv6 improves IPv4. Resource 2 Title and Reference: Understanding The Need For Ipv6 - How Ipv6 Overcomes Ipv4 Limitations. Mukherjee, A, 2015, Understanding The Need For Ipv6 - How Ipv6 Overcomes Ipv4 Limitations, Firewall.Cx, Available At, Http://Www.Firewall.Cx/Networking-Topics/Protocols/873-Ipv6-Intro.Html Summary: This article describes how IPv6 improves IPv4. It is a relevant article that answers the topic directly by arguing that, IPv6 serves to improve IPv4 by accommodating the increased demand of security. IPv6 achieves this by providing a larger address space as well as improved routing of traffic together with better security. IPv6 improves ipV4 it has salient features that are not possessed by IPv4. It has a larger IP address space of 128 bit which is 4 times greater than that of IPv4. It offers better security, consideration to real time traffic, plug and play as well as better optimization. In order to make IPv6, there are major changes that were made on IPv4 including; expansion of addressing capacity and auto configuration of mechanism, simplification of the header format and reduction in size, improved support for extensions as well as options, flow labeling capacity and extensions for authentications and privacy. Week 5 Task The media frequently reports on cyber-attacks on government and corporate websites. Collect and summarise two resources that discuss examples of instances of such attacks. Resource 1 Title and Reference: The Top 5 Most Brutal Cyber Attacks Of 2014 So Far McGregor, J, 2014, The Top 5 Most Brutal Cyber Attacks Of 2014 So Far, Forbes, Available at: http://www.forbes.com/sites/jaymcgregor/2014/07/28/the-top-5-most-brutal-cyber-attacks-of-2014-so-far/ Summary: This article talks about the top most cyber-attacks that were experienced in the year 2014 by different organizations as reported by Forbes. Among the many organisations presented to have experienced cyber-attacks, hacking is described one major type of cyber-attack that affected most of these organisations. This article is relevant in our topic since it presents hacking as a major type of cyber-attack that hackers use to get private information of a company or individuals. The article is very important for this topic since it answers the question directly. The author also presents how organisations can reduce the cyber-attacks of hacking of information can be reduced by organisations. As a major type of cyber-attack which is discussed in this article, hacking involves breach of data by hackers, personal records as well as financial information that is stolen as well as sold in the black market by the hackers. Resource 2 Title and Reference: Common Cyber Attacks: Reducing The Impact. CESG, 2015, Common Cyber Attacks: Reducing The Impact, CERT-UK, Available at: https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/400106/Common_Cyber_Attacks-Reducing_The_Impact.pdf Summary: This article talks about the various types of cyber-attacks that companies experience in the internet as the possible ways that can be used to reduce the impact. It is a relevant article in this topic since it addresses the issue of cyber-attacks by presenting reliable information. The various cyber-attacks that are discussed in this article that are experienced by organisations and individuals include; un-targeted attacks as well as targeted attacks. Untargeted attacks aim at indiscriminately targeting as many devises, users as well as services of an organisation. These attacks include; phishing, water holing, ransomware and scanning. Targeted attacks are those targeting a single organisation because the attackers usually has a specific interest within the business or is paid to target that business. They include; spear-phishing, deploying a botnet, and subverting the supply chain. Week 6 Task In order to implement QoS, there are a number of supporting protocols. Collect and summarise two resources that discuss these protocols. Resource 1 Title and Reference: QoS in Data Networks : Protocols and Standards Paul, A, 1999, QoS in Data Networks : Protocols and Standards, Available at: http://www.cse.wustl.edu/~jain/cis788-99/ftp/qos_protocols/#DISCUSSIONS Summary: This article talks about various standards and protocols that were used in the past, current as well as the ones that are evolving. I believe that, this article is relevant to the topic since it presents various protocols that are used during the implementation of QoS over computer networks. It addresses the topic directly by discussing various protocols such as; Resource reSerVation Protocol – RSVP, which is a signaling protocol whose purpose is to send data that sticks within the traffic properties that had been negotiated earlier. The article also talks about the Common Open Policy Service (COPS) protocol, which is a standard protocol that communicates between the PDPs and the PEPs. The COPS is described as a simple request response protocol. Other protocols discussed in this article are; SBM, DiffServe and MPLS. Resource 2 Title and Reference: QoS Protocols & Architectures Costas, H, 2014, QoS Protocols & Architectures, Telecom, Available at: http://www.telecom.tuc.gr/networkcourse/qos.ppt Summary: This article talks about the QoS Protocols as well as the architectures. The reason for choosing this article is that, it is relevant to the topic under investigation. The article provides us with the required information about different protocols that are used for the implementation of QoS. The protocols that are discussed in the article include; ReSerVation Protocol (RSVP), Differentiated Services (DiffServ), Multi-Protocol Labeling Switching (MPLS), and Subnet Bandwidth Management (SBM). The article also demonstrates that these protocols can be classified into resource reservation or integrated services and prioritization or differentiated services, per flow and per aggregate. It is an essential article that provides the reader with relevant and reliable material to topic of QoS protocols. Week 7 Task Enterprise System (ES) technology underpins the business operations of most modern organisations. Collect and summarise two resources that discuss the use of these information systems. Resource 1 Title and Reference: A Contingent Model for Evaluating Enterprise Systems’: Benefits Using Competing Value Approach. Teo, L., Singh, M., & Cooper, V, 2014, A Contingent Model for Evaluating Enterprise Systems’: Benefits Using Competing Value Approach, Australasian Conference on Information Systems, Available at: http://aut.researchgateway.ac.nz/bitstream/handle/10292/8070/acis20140_submission_297.pdf?sequence=1 Summary: This article talks about a contingent model that can be used in the evaluation of enterprise systems. The article also presents information on the benefits that can be achieved by using the competing value approach. This article is relevant to our topic of discussion since it discusses the evaluation of enterprise information systems in organisations. In evaluating these information systems, the authors established that, enterprise systems are very essential tools in the modern organisations. These systems are important and are adopted by organisation for the purpose of supporting business as well as increased productivity and effectiveness of organisations. The article demonstrates that, enterprise systems achieve these goals through the integration, automation as well as reengineering and management of large quantities of data. To achieve effectiveness, organisations are advised to deal with contingency factors of Organisational learning as well as innovation to realize the benefits of these systems. Resource 2 Title and Reference: Creating Business Value and Undertaking Strategic Transformations with Enterprise Systems: Towards a Framework Bhattacharya, P., & Seddon, P, 2010, Creating Business Value and Undertaking Strategic Transformations with Enterprise Systems: Towards a Framework, University of Melbourne, Available at: http://www.aabri.com/LV2010Manuscripts/LV10055.pdf Summary: This article talks about how enterprise information systems can be used to create value in business as well as undertaking strategic transformations. The article is relevant to the topic under discussion. The reason is that, it provides material which directly answers the topic and ensures the reader with full resource to understand the topic. The authors of the article argue that, enterprise information systems are used in modern organisations for the purpose of streamlining as well as integrating all of the business processes within a company and also improving the knowledge and information levels in the organisation dramatically. The article adds that, enterprise information systems are very essential tools that help in improving knowledge of the supply chain within the organisation with its stakeholders and partners. The enterprise information systems are used to enhance customer relationships through the use of in built technologies for improving business intelligence. Week 8 Task The text discusses DBMS software. Collect and summarise two resources that describe specific DBMS software (commercial or open source) and their use in industry. Resource 1 Title and Reference: Types of Database Management Systems Carson, A, 2011, Types of Database Management Systems, Bright Hub, Available at: http://www.brighthub.com/internet/web-development/articles/110654.aspx Summary: This article talks about the different types of database management systems that are available in the market. It is an important and relevant article whose information provides us with the explanations to answer the topic under investigation. This article describes various database management systems based on different data models including; relational, Flat file, Hierarchical, Network and Object oriented DBMS. In the industry, relational serves to normalize the data which is stored in the rows and columns of tables, joining one or more tables. The stored data is manipulated with the use of SQL. Examples of relational include oracle and SQL Server among others. The flat file is used to present data in text formats and in binary formats. Hierarchical is used to store data with items that describe features and attributes. Network is used to store records and sets. Object oriented is used to access object and its data using pointers. Resource 2 Title and Reference: Database management system. Rafaqat, S., Hanif, Q., Adman, M., & Hafeez, M, 2012, Database management system, Information System, Slide Share, Available at: http://www.slideshare.net/RizwanHafeez/database-management-system-12315353 Summary: The article talks about data management systems, their types and uses. The article is relevant to the topic of research by providing information that is reliable. There are various databases. Relational is described as serving to implement the relational model of tables as well as relationships. They are used in the software industry to establish the relationship that exists between two DB objects. Hierarchical are described as serving the purpose of organizing data in the form of free structure or the form of level by level method. The network is described as used in mainframe computers because it has the capacity of making many connections between different types of data. The flat file is used to make a specification of data attributes for a single table at a time and store data independently from an application. The object oriented is used to store data as objects to be used in object oriented programming. Week 9 Task Testing is a critical aspect of building Information Systems. Collect and summarise two resources that discuss different testing techniques or methods. Resource 1 Title and Reference: Types of System Testing Parker, J, 2013, Types of System Testing, Enfocus Solutions Inc, Available at: http://enfocussolutions.com/types-of-system-testing/ Summary: This article talks about types of system testing. It is a relevant article to the topic of investigation since it discusses the different methods for testing information systems. The author demonstrates a comprehensive list of testing techniques as explained below. Acceptance testing is one of the methods that is conducted for the purpose of determining whether or not the information system meets the criteria for its acceptance so as to enable the customer to make a decision of accepting the system. Accessibility testing is also a technique used to determine whether a product can be used by people who have disabilities. Active testing is used for introducing test data as well as analysing the results of execution. Agile testing is used one that follows the principles of agile manifesto. It emphasizes on the needs of the customers who will use the system. Other testing methods are also described. Resource 2 Title and Reference: Testing Overview and Black-Box Testing Techniques Williams, L, 2006, Testing Overview and Black-Box Testing Techniques, Available at: http://agile.csc.ncsu.edu/SEMaterials/BlackBox.pdf Summary: This article talks about software testing and considers it as an important method for assessing the software product quality. It is a relevant article to the topic under research since software testing is part of building an information system. It presents six methods of software testing that can be used in testing an information system before completion. The methods of system testing discussed are divided as either black box testing or white box testing techniques. Black box testing is described as testing that works by ignoring the internal mechanism of a system while focusing on the output that are generated within the response to inputs that are selected as well as execution conditions. They include: functional testing, system testing, acceptance testing and beta testing. White box testing is described as one that considers the internal mechanism of a system. They include; unit testing, integration testing and regression testing. Week 10 Task Numerous software implementation projects fail and are reported in the media. Collect and summarise two resources that provide examples of such failures. Resource 1 Title and Reference: Top Six ERP Implementation Failures Monahan, M, 2013, Top Six ERP Implementation Failures, 360 Cloud Solutions, Available at: http://blog.360cloudsolutions.com/blog/bid/94028/Top-Six-ERP-Implementation-Failures Summary: This article talks about six implementation failures that have been experienced by ERP. It is a relevant article to the topic under discussion and provides information that is reliable to the researcher. The author describes that, ERP has faced implementation failures. Examples of these failures include: failure of an organisation to deliver the expected revenue after implementation of software in its applications of supply chain, CRM and ERP, decrease in stock and loss of revenue with increased lawsuits after implementing a software project in the supply chains system. ERP implementation also occurs when there are too many issues that are occurring at the same time. This happens mostly when a company is trying to centralize its divisions into one ERP system, hence costing the company huge amounts of money in orders that are backlogged as well as loss of revenue. Resource 2 Title and Reference: UPDATED - Avon's Failed SAP Implementation A Perfect Example Of The Enterprise IT Revolution Kepes, B, 2013, UPDATED - Avon's Failed SAP Implementation: A Perfect Example of The Enterprise IT Revolution, Forbes, Available at: http://www.forbes.com/sites/benkepes/2013/12/17/avons-failed-sap-implementation-a-perfect-example-of-enterprise-it-revolution/ Summary: This article talks about the different SAP projects that have failed after implementation. It is relevant in this topic since it presents real examples of software implementation project failures. The article presents multiple failures of software projects failing after implementation. It is a reliable source that helps the researcher in answering the question of the topic. For example, software projects fail to offer easy user experience to customers that are required to be provided by current software that are needed. Software implementation project failure occurs when its rollout disrupts regular operations; the implementation of such a project may also result to difficulties in usage leading to large numbers of employee leave the organisation. The article also presents that, software implementation projects fail by losing revenues, disappointment of earnings from the operations of the company. These are but a few of the examples of software implementation projects failure presented in the article. MARKING SHEET - DO NOT DELETE (Up to 1.5 marks per response; up to 3 marks per weekly task) Criteria 0 No Response Read More