Computer Systems and

Service Management
Information System
Hardware

Software

Data

Procedures

U
s
e
r
s


What is this module about?
2
INFRASTRUCTURE
Components of an
Information System
Service Management
Hardware
Desktops, Laptops, Servers, Printers
Applications
Email, Financial, Operational, Management
Networks
Network Devices, Storage, Internet access
Facilities
Server Room, Network Cabinets, Air Conditioning,
Power Supplies, Cables
Data, Information, Knowledge and Wisdom
Part 1 IT Infrastructure
3
Why is IT a service?
What services should we offer?
How do we ensure consistency of service?
How do we charge for the service?
How do we manage our resources?
How do we ensure a swift and successful transition from
development to production?
How do we ensure customers / users are supported?
How do we ensure problems are properly resolved?
How do we improve our services?
Part 2 IT Service Management
4
Week Topics
1 2 Introduction to Information Systems
Data, Information and Knowledge
IT Infrastructure and Types of Information Systems
3 5 Define Service Management, Standards and Frameworks
Service Lifecycle, Service Level Management
Service Strategy Generation, Availability and Capacity
Security, Continuity, Measurement and Metrics
5 7 Service Transition, Change Management, Release and
Deployment
Knowledge Management, Asset Management, Validation
Incident and Problem Management, Continual Service
Improvement
How is the module structured?
Part 1
5
Week Topics
8 Study Week no lectures
9 10 User Support, Detailed Call Handling
Impact, Urgency and Prioritisation,
Importance of saying Sorry!
Call centres and Helpdesks
Exam Revision IMPORTANT!
11/12 Mock and Real exams
How is the module structured?
Part 2
6
Report (30% of grade) by Thurs 27
th
November
Case study of fictional company
Draw out and understand a process
Develop a chart to show new roles and responsibilities
Exam (70% of grade) mid-December
Multiple-choice questions
90 minutes
Closed Book no materials allowed
Assessment
7
IT Infrastructure Week 1
8
Understand why Infrastructure is important
Define the terms IS, IT, ICT and IST
Explain what a File System does
Understand the differences between Data,
Information and Knowledge
Learning Objectives
9
Infrastructure Core Concepts
10
Infrastructure is
An underlying base or foundation, especially for an
organisation or system
Mature, integrated socio-technical systems, such as
electric power, telephone, the automobile / road /
parking / gasoline nexus, or the Internet
New projects tend to add, alter or remove
Foundation endures....
Defining Infrastructure
11
What can Sim City teach us?
12
Roads
Power
Living Space
Water/Waste
Work Space
Green Space
Civic Buildings
Sports Teams
Key Characteristics
Large-scale
Widely-shared
Ubiquitous
Omnipresent, existing or being everywhere
Enduring
IT Infrastructure is
Devices and software required to operate enterprise
Platform that enables IT strategy
Enduring but ever-changing!

Defining Infrastructure / 2
13
Main components
Networking & Telecomms (50% of spend in US)
Enterprise Software Applications (19%)
Computer Hardware platforms (9%)
Consulting Services & integrators (9%)
Operating System platforms (7%)
Database Management & Storage (3%)
Internet platforms (2%)
Defining Infrastructure / 3
14
Networking Components
15
Network Components of Infrastructure
16

192.168.100.80
TCP/IP Address


Firewall


Router

Switch
Origins of the Cloud
17
1.1.1.1
1.1.1.2
1.1.1.3
1.1.1.4
1.1.1.5
Infrastructure
as
a
Service = IaaS
Computer Hardware Components
18
Input
Keyboard
Mouse
Microphone
Network Data
CD-ROM
Process
Calculate
Change
Output
Monitor
Printer
Network
Speakers
Four Basic Functions of a Computer
19
Storage
RAM
Hard Disk
Software
20
Device Hardware Components
Device Drivers
Operating System Kernel
System Libraries (API) Middleware
Layers of Software
21
Application Software
Application Framework Application Libraries (API)
Explaining the Cloud
22
We dont care
what happens
in here!
IaaS
We dont care
what happens
in here!
Platform as a Service = PaaS
We dont care
what happens
in here!
Software as a Service = SaaS
What we dont care means in reality
23
Application Software Functional Information
Systems
24
Accounting Marketing Finance
Information Systems
Others:
Engineering,
Legal, etc
Human Resources
Production,
Operations
Accounts
Billing

Inventory
Market
Research

Advertising
Budgets
Investments

Balance Sheet
Timesheets
Pay

Resources
Planning
Scheduling

Performance
Files, Data, Information and
Knowledge
25
Root
Directory
Directory1
File1.1
File1.2
File1.3
Directory2 Directory3
File3.1
File3.2
File1
File Structure Folders and Files
26
\Root Directory\Directory3\File3.2
File
Record
Field
Byte
Bits
Byte
Bits
Field
Byte/Bits
Record
Field Field
Byte
Bits
File Structure Records, Fields, Bytes and Bits
27
A
0100001 0100001
Andy
A
0100001
Andy, Smith, 35
Andy
A
0100001
Data problems with a file environment:
data redundancy
data inconsistency
data isolation
data security
Limitations of File Systems
28
Database Management Systems (DBMS)
Centralises data
Manages it efficiently
Provides access to multiple programs
Introduction of Databases
29
Amazing facts
30
What makes this important?
31
Knowledge
Information
DATA
Tweets
Number of times Artist appears
Is latest work liked?
Data
362436
Information

Knowledge

Another way to look at it
32
Data, Information and Knowledge
33
Summary and Activity
34
Information and Communication Technology
Technology equipment used by organisation to
compute and communicate
Information Systems (Technology)
ICT, applications and processes used to support the
business
Information Technology
ICT + IS(T) + users and management of all of these
Some Definitions
35