JUNE 2009 EXAMINATION

MODULE DESCRIPTION : INFORMATION & TECHNOLOGY MANAGEMENT IV

MODULE CODE : ITC4001

FACULTY : SCHOOL OF ICT

QUALIFICATION : B TECH (INFORMATION TECHNOLOGY)

EXAMINATION DATE : …… JUNE 2009

SESSION : 09:00 / 14:00

DURATION (IN MINUTES) : 180

PAGES :

ADDENDUMS : NONE

EXAMINER : 1. PROF RA BOTHA

2.

MODERATOR : 1. MR W OLIVIER
: 2.

INSTRUCTIONS : WRITE ON ONE SIDE OF PAPER ONLY

ANSWER ALL QUESTIONS

REQUIREMENTS :

DO NOT TURN THE PAGE BEFORE TOLD TO DO SO

ITC4001 PAGE 1 OF 2

QUESTION 1 [12 marks]

(a) Outline an argument why any company should investigate ITIL. (10)

(b) Define the following concepts: Service Portfolio and Service Catalogue. (2)

QUESTION 2 [25 marks]

(a) Derive six functional requirements for a service desk solution using the Incident Management
Process and best practices as guideline. (12)

(b) Motivate why the Service Desk Manager and Problem Manager should preferably be different
people. (Note that workload is not an acceptable motivation) (3)

(c) Explain how you can use the Expanded Incident Lifecycle to derive measures that are useful for
setting up a CSI program for Incident Management. (10)

QUESTION 3 [24 marks]

(a) During the Management and Planning Phase of the Service Asset and Configuration
Management process a Configuration Plan is drawn up. List (½ mark each) and briefly describe
(1½ mark each) the four main activities that should be elaborated upon in the Configuration
Management Plan. (8)

(b) One of the important activities in Change Management is to distill a change management
culture in an organization. This requires us to put appropriate structures and processes in place
to support the required behavior. Explain
(i) what the CAB is, and who will serve on the CAB (4)
(ii) whether all changes will be regarded equal. (4)

(c) The organization that you just joined is in the manufacturing industry. The Engineering
department wishes to implement the new “SCRABS” system (an off-the-shelf product) that will
help them in analyzing the scratch resistance of specific products. The SCRABS system is PC-
based and must be installed on, at this stage, 5 specific high-end engineering workstations.
Drawing on your knowledge of Release and Deployment Management and Service Validation
and Testing, motivate a plan to your manager that describes the activities and processes to be
followed to minimize business risk in introducing this new service. (8)
ITC4001 PAGE 2 OF 2

QUESTION 4 [27 marks]

(a) Contrast and compare Availability Management and IT Service Continuity Management. (3)

(b) For a 24x7 service that has been running for 10040 hours with 4 breaks of 4, 8, 12 and 16
hours, compute:
(i) Availability%
(ii) MTBSI
(iii) MTBF
(iv) The measures in (ii) and (iii) are providing an indication of which property of
availability? (7)

(c) Your organization is experiencing capacity problems related to processor utilization on your
3-processor Unix server that cause availability-related incidents. This has been flagged as a
Continual Service improvement priority. Explain how you would use the seven-step
improvement process to address the Capacity Management issue. (10)

(d) Different measures can be selected for each stage of a security-related incident. Briefly
describe the five different categories of security measures and provide a practical example in
each case (take care to explain why the example fits the category). (7)

QUESTION 5 [12 marks]

In preparing to introduce an internal charging scheme you need to determine the cost of several
services. List and describe each of the six categories you would use. (12)

TOTAL: 100