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IT Infrastructure Management
April 2024 Examination
1. Explain the scope, purpose and objectives of
service level management to describe how SLM is considered as a process of service
design for delivering the levels of availability, capacity, etc. required by
the customer. (10 Marks)
Ans 1.
Introduction
Service Level
Management (SLM) is a pivotal component in the IT Infrastructure Management
framework, particularly in the sphere of service design. It plays a crucial
role in aligning IT services with the specific needs and expectations of
customers. The core purpose of SLM is to establish, manage, and continuously
improve IT services to ensure they meet predefined service levels. This process
is integral in ensuring that IT services are not only efficient and reliable
but also adaptable to changing customer requirements. By focusing on the
delivery of agreed levels of service, such as availability, capacity, and
performance, SLM becomes a cornerstone in the
2. With relevant industry examples, highlight the
importance of performance management by elucidating the role it plays in the
overall achievement of organizational goals. Elaborate advantages and
disadvantages of performance management, while you do so. (10 Marks)
Ans 2.
Introduction
Performance
management, a pivotal facet of IT infrastructure management, is instrumental in
aligning individual performance with the overarching goals of an organization.
This dynamic process encompasses monitoring, measuring, and analyzing an
organization's IT infrastructure to ensure its effective and efficient
operation. In today's digital era, where technology underpins almost every
aspect of business, the significance of performance management cannot be
overstated. It serves as a critical tool for organizations to not only maintain
but also enhance their competitive edge. By continuously assessing the
performance of IT systems, businesses can make informed decisions, optimize
resource allocation, and ensure customer satisfaction. This process, however, is
not without its challenges. While it
3. You are the project analyst in a large firm, your
goal is to consolidate the servers used and benchmark client requirements
against industry best practices. You are championing the concept of virtualization
and ITIL want to address your client and answer the following questions they
have on the topic.
a. Would you recommend ITIL to your client. Justify.
(5 Marks)
Ans 3a.
Introduction
As a project
analyst in a large firm, the task of consolidating servers and aligning client
requirements with industry best practices is both challenging and crucial. In
this context, the concept of virtualization and the implementation of IT
Infrastructure Library (ITIL) frameworks are pivotal. ITIL, a set of detailed practices
for IT service management (ITSM), focuses on aligning IT services with the
needs of businesses. The recommendation of ITIL to
b. Are there any limitations of server virtualization? (5 Marks)
Ans 3b.
Introduction
Server
virtualization, an innovative technology that has revolutionized the IT
landscape, involves creating multiple virtual servers on a single physical
server, thereby optimizing resource utilization and providing greater
flexibility. This technology is widely acclaimed for its efficiency and
cost-effectiveness in IT operations. However, like any technological solution,
server virtualization comes with its own set of limitations and challenges. It
is
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