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Cork Institute of Technology
Bachelor of Science in Computing in Information Technology Support-Award
(National Diploma in Computing in Information Technology Support-Award)
(NFQ – Level 7)
Autumn 2005
Computer Services Management
(Time: 3 Hours)
Instructions Answer FIVE questions. All questions carry equal marks.
Examiners: Ms. N. Gubbins Dr. D. Chambers Mr. T. Parslow Mr. P. O Connor
1 (a) What are the benefits of a properly structured IT department? (2 marks)
1 (b) What are the three key factors on which IT managers normally base their restructuring decisions? (3 marks)
1 (c) Describe each of the following models of System Administration giving the advantages and disadvantages in each case. Completely Centralized Architecture Distributed hardware using remote administration Centralized/Delegated Administration of Distributed Hardware Distributed Administration of Distributed Hardware "Follow-the-sun" model (15 marks)
2 (a) Describe the following two methods of tape rotation: GFS Tower-of-Hanoi (6 marks)
2 (b) Describe how to plan and implement a data backup strategy within an organization. (14 marks)
3 (a) What are the three main types of Service Level Agreements? (3 marks)
3 (b) Explain how Service Level Management: Controls costs Acts as a defensive strategy for an IT department (6 marks)
3 (c) You have been asked by the Student’s Union and the Computing Dept. to write a Service Level Agreement for the student IT labs in CIT. Describe the contents and structure of this Service Level Agreement. (11 marks)
4 (a) What is a contingency plan? (4 marks)
4 (b) Why does Service continuity depend on a successfully thought-out contingency plan_?_ (4 marks)
4 (c) When performing a risk assessment, risks to each information technology service layer need to be identified. Describe these layers and associated risks. (12 marks)
5 Describe the following stages in the RFP process for system procurement: Pre-RFP stage Request For Proposal Proposal Submission Proposal Evaluation Vendor Selection Procurement Method Return-On-Investment Analysis Negotiate Contract (20 marks)
6 (a) What is the role of an IT Project Manager? (8 marks)
6 (b) Describe, in detail, the implementation stage of IT project management. (12 marks)
7 (a) Why is it important to implement a Software Management Plan? (5 marks)
7 (b) Describe in detail the main components of a Software Management Plan. (15 marks)
