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Cork Institute of Technology
Bachelor of Science in Computing in
Information Technology Support – Award
(NFQ - Level 7)
Autumn 2006
Computer Services Management
(Time: 3 Hours)
Answer FIVE questions All questions carry equal marks
Examiners: Ms. N Gubbins Mr. J. Greenslade Mr. J. Walsh
IT Management and Department Structures
1 (a) Describe in detail the IT organization structure of a medium sized IT organization (ITIL guidance). Include an illustration of the IT organization chart. (14 marks)
1 (b) What are the advantages and disadvantages of using the Distributed Administration of Centralized Data Centers model of System Administration? (6 marks)
Software and Hardware assessment and selection
2 (a) Give a description of the following activities in the Software Selection process:
(a) Analyze Build vs. Buy options (b) Document your decision/Gain Management Approval (4 marks)
2 (b) Describe in detail how you would use the RFP process for IT procurement to purchase a Help Desk System for a third-level educational institute. (16 marks)
Project Management
3 (a) What is the purpose and contents of a Project Proposal? (10 marks) 3 (b) Describe the main activities of Project Planning? (5 marks) 3 (c) Project Objectives must be SMART. Discuss. (5 marks)
Backup and Recovery Procedures
4 (a) Describe three methods of tape rotation. (6 marks)
4 (b) Describe, in detail, how to implement a data backup strategy within an organization. (14 marks)
Quality and Reliability
5 (a) What is Software Quality? Why can Software Quality be problematical? (3 marks)
5 (b) What are the three main Quality Management activities? Why should Quality Management and Project Management be separate? (4 marks)
5 (c) Briefly describe the ISO 9001 Quality Management standard. (5 marks)
5 (d) Explain the importance of Software Configuration Management. (8 marks)
Facilities, Risk Management and Contingency
6 (a) Describe the four main steps in implementing a Disaster Recover Plan? (4 marks)
6 (b) What activities should be taken into account when performing a risk assessment? (7 marks) 6 (c) Describe the components that comprise Facilities and Egress Services. (9 marks)
Legal Issues
7 (a) Give a detailed description of the legal implications of software licensing. (5 marks)
7 (b) What are the benefits of Software Asset Management? Describe how to implement a Software Asset Management plan. (7 marks)
7 (c) What are the main legal responsibilities of a Data Controller under the Data Protection Act in relation to the information that is stored on computer about individuals? (8 marks)
