question

Four things that make up business process modelling

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Activities, Resources, Facilities, Data Flows

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Process Modeling Symbols

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Rectangle - activity Diamond - Decision point Vertical rectangle - data Line with arrow - data flow

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SDLC Phases

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1. Planning 2. Analysis 3. Design 4. Implementation 5. Maintenance

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System Conversion Strategies

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Pilot Parallel Phase Plunge

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Prototyping Advantages

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§ Development time and costs are reduced § Systems are likely to fulfill user requirements § User involvement provides valuable feedback to developers § Users adapt easily to the finished system because they are familiar with the functionality of the prototype.

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Prototyping Steps

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1.Identify 2. Develop 3. Test 4. Refine

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XP Development Phases

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1. Planning 2. Designing 3. Coding 4. Testing 5. Listening

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Five Components of an Information System

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1. Hardware 2. Software 3. Data 4. People 5. Procedures

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Porter's Value Chain Primary Activities

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Inbound Logistics Operations Outbound Logistics Marketing and Sales Service

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Porter's Value Chain Support Activities

answer

Procurement Human Resource Management Technological Development Infrastructure

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Budgeting Factors

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Cost-benefit Analysis Examine past projects and their costs Cost projections on system development

question

What is a burndown chart?

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A graphical representation of work left to do versus time

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SDLC Disadvantages

answer

-Longer development time than other methodologies -Increased development costs -Need for well-defined systems at outset, before development starts -Rigid process -Some difficulty in estimating scheduling and budgeting -Limited user input

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At what phase in SDLC do you create a data model?

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The Analysis Phase

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SDLC Phase 1: Planning Tasks

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Define System Scope Conduct Feasibility Studies Form Project Team

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SDLC Phase 2: Analysis Tasks

answer

Identify System Requirements Identify System Object Requirements Identify Personnel Procedures Create a Data Model

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SDLC Phase 3: Design Tasks

answer

Design Hardware Design Programs Design a DB Create Job Descriptions Create System Procedures

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SDLC Phase 4: Implementation Tasks

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Completing the System Testing Conversion Training

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SDLC Phase 5: Maintenance Tasks

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Requests for revisions Issue patches

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IS Technology Department Responsibilities

answer

This department is responsible for investigating new and emerging technologies to determine whether they could be useful to the organization.

question

IS Operations Department Responsibilities

answer

The operations department is responsible for managing all of the computer resources for the organization, including all systems, applications, networks, and user interactions.

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IS Development Department Responsibilities

answer

The development department is responsible for creating new systems and maintaining current systems. It also addresses user requests for modification.

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IS Outsourcing Relations Department Responsibilities

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The outsourcing relations department is the liaison between the organization and the contracting or consulting firms with whom it contracts. This department negotiates contracts and monitors new systems being built by outsourced firms

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IS Data Administration Department Responsibilities

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Setting data standards and procedures to protect the information assets of the organization.

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Key Challenges of IS Department

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- Keeping systems from becoming obsolete by replacing legacy systems with new systems that use emerging technologies - Integrating different systems within the organization to pull desired information without duplication - Ensuring a well-planned, strategic approach to all information needs - Maintaining data integrity without duplication, inconsistencies, and errors - Ensuring proper training of staff that works with the various systems of the organization

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Responsibilities of Information Systems Management

answer

? Supplying ID ? Granting Access ? Checking Systems: Data integrity ? Managing security of data

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What two questions should be asked to determine if something is unethical in IS?

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- Was harm done to anyone? - Did someone gain an undeserved advantage?

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What areas in IS is ethics concerned?

answer

privacy, security, and access to information

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Ways to promote employee ethics

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- Selecting a wide range of employees from all parts of the organization when establishing committees - Informing everyone in the organization when ethical policies and procedures are developed - Incorporating the policies and procedures into all parts of the organization - Teaching employees how to recognize unethical behavior and avoid it - Helping employees avoid circumstances that make them more vulnerable to unethical situations - Holding formal training for employees that present scenarios and suggestions for solving ethical problems

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What should be included in a code of ethics?

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- An up-to-date version of the organization's policies and procedures - Scenarios of unethical behaviors and their resolution - Ethics training for all employees - How unethical behavior is addressed by the firm - How grievances are heard and addressed by the firm - Periodic updates of all policies and procedures

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Unintentional Threats to IS

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Natural Disasters Human Threats ? Data Entry Errors ? Employee Carelessness ? Procedural Errors Environmental threats ? Temperature too high ? Water leaks around hardware ? High Humidity ? No ventilation or poor ? EMI ? Hazardous materials Physical threats ? Ex: Cable being cut during construction ? Power Surges Technical threats that are not deliberate ? Ex: Corrupt file system or hardware failure ? system errors or failures that cause the system to become corrupt

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Examples of hardware security

answer

Disk locks, alarms, USB locks

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Software Security

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Software Firewall Malware Protections Authentication of Users

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Optical Media Backup

answer

Relatively Small amount of data Onsite or offsite Quickly restored

question

Semiconductor

answer

Small to medium-size firms Storage is fast and expensive

question

Magnetic tape

answer

Inexpensive and slow

question

Online Backup

answer

- Unlimited capacity for storing data - No computer infrastructure required - Flexible payments options - Data are stored on more than one site - Automated backup is initiated based on customer requirements.

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Disaster Recovery Plan Steps

answer

1.Create Disaster Recovery Plan committee 2.Conduct Risk Analysis 3.Identify Recovery Options 4.Create a Disaster Recovery Plan 5.Develop the DRP and Procedures model 6.Test the DRP 7.Review the DRP

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Advantages of good problem management

answer

Fix Errors Improve Products and Services Improve Relationships with Customers DOES NOT INCREASE PROFIT

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Benefits of practicing problem management

answer

- Reducing the number of problems - Improving service quality - Increasing organizational knowledge of products and services

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Define incident

answer

Any event that disrupts the availability or responsiveness of service

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Define Problems

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A root cause of a group of related incidents

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Define Error

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An incident or problem for which the root cause is known but not resolved

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Define workarounds

answer

Temp resolution for an error while a permanent solution is being sought

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Define Trend

answer

A group of related incidents that point to a cause

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Support Center tools

answer

Telephone system tools e-mail problem database support hierarchy & escalation guidelines Scripts

question

What is the most important call center tool?

answer

The telephone

question

Problem Management Steps

answer

Record incident Categorize incident Check incident against known errors Track Incident Closure

question

Change-management Steps

answer

1.Acceptance and Filtering 2.Classification 3.Approval 4.Building,testing,implementing 5.Post-implementation review

question

Change-management Acceptance and Filtering

answer

Need for change is identified and discussed among members of a unit or department. If it's valid and beneficial, it is accepted. Checks to see if similar requests exist.

question

Change-management Classification

answer

Sorted according to a set of criteria

question

Knowledge management benefits

answer

Fostering collaboration & teamwork Improving customer support Reducing training time for new CSRs Reducing the cost of support

question

What customer data requires protection?

answer

Customer names & IDs National ID numbers Individual or corporate financial info Personal information Credit Card Numbers

question

Support Center Benefits

answer

Improved Effectiveness and efficiency of service Increased profitability Enhanced customer satisfaction Reality check on how the support center is really doing.

question

Define Benchmarks

answer

Involves identifying current levels of performance, process, and outcome and comparing them against internal and external standards.

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First Contact Resolution Rate

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# of incidents closed in a single call

question

Average Speed to Answer (ASA)

answer

Average time it takes to answer a call

question

Average Hold Time

answer

Average time customers are on hold AFTER the call has been answered

question

Average Handle Time (AHT)

answer

Average time to handle a call

question

Abandon Before Answer (ABA)

answer

Rate at which calls are abandoned before they can be answered

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Availability (CSR)

answer

Percentage of time CSRs are ready to answer calls

question

Customer Satisfaction Level

answer

Extent to which customers are satisfied

question

Incident response & Management metrics

answer

Number of incidents in total and by CSR Average Time to Resolve Incidents categorized by priority, severity, or content Cost per incident

question

PBX

answer

Private Branch Exchange Conference calls Forwarding ....more

question

ACD

answer

Automatic Call Distribution Computerized phone system that responds to customers with a voice menu

question

Universal Queing

answer

Determines whether a specific CSR should handle one or more channels

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Self-healing technologies

answer

Used to respond to issues before they impact the customers

question

Characteristics of Good Information

answer

Accurate Timely Relevant Sufficient Reliable Cost-effective

C179 – Business of IT – Applications – WGU – Flashcards

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