IT Infrastructure and Management: For the GBTU and MMTU (Subject Code: ECS-304)

Description

Cover Contents Syllabus Preface Chapter 1: Introduction 1.1 Introduction 1.1.1 Evolution of Computers 1.1.2 The First Computer 1.1.3 Some Well-known Early Computers 1.1.3.1 Mark I 1.1.3.2 Electronic Numeric Integrator and Calculator or ENIAC 1.1.3.3 Electronic Discrete Variable Automatic Computer (EDVAC) 1.1.3.4 The UNIVersal Automatic Computer (UNIVAC) 1.1.4 Introduction of Information Technology 1.1.4.1 Data 1.1.4.2 Information 1.1.4.3 Information Technology 1.2 Computer Generation 1.2.1 Generation of Computers 1.2.1.1 Technological Considerations 1.2.2 The Stored Programme Concept 1.2.3 Size Consideration 1.2.4 Classification of Generations 1.2.4.1 First-generation Computers (1945–56) 1.2.4.2 Common Business-Oriented Language (COBOL) 1.2.4.3 Third-generation Computers (1964–71) 1.2.4.4 Fourth-generation Computers (1971–90) 1.2.4.5 Fifth-generation Computers (From 1990 to Present) 1.3 Basics of Computer 1.3.1 Von Neumann Architecture 1.3.2 Functional Units of Computer 1.3.2.1 Input Device 1.3.2.2 Output Device 1.3.2.3 Central Processing Unit 1.3.2.4 Computer Memory 1.3.2.5 Secondary Storage Devices 1.3.3 Memory Hierarchy 1.4 Computer Hardware 1.4.1 Input Device 1.4.1.1 Keyboard 1.4.1.2 Mouse 1.4.1.3 Joystick 1.4.1.4 Trackball 1.4.1.5 Touch Screen 1.4.1.6 Scanner 1.4.1.7 Barcode Reader 1.4.2 Output Device 1.4.2.1 Monitor 1.4.2.2 Printer 1.4.2.3 Plotter 1.4.2.4 Headphones 1.4.2.5 Computer Speakers 1.5 Computer Software 1.5.1 System Software 1.5.2 Application Software 1.6 Computer Network 1.6.1 Configuration of Computer Network 1.6.1.1 Peer-to-peer Networks 1.6.1.2 Client/Server Networks 1.6.1.3 Difference between Peer-to-Peer and Client/Server Architecture 1.6.2 Components of a Network 1.6.3 Classification of Computer Networks 1.6.3.1 By Scale 1.6.3.2 By Connection Method 1.6.3.3 By Functional Relationship 1.6.3.4 By Network Topology 1.6.3.5 By Protocol 1.6.3.6 By Forwarding 1.6.3.7 By Ownership 1.6.4 Types of Networks 1.6.4.1 Personal Area Network (PAN) 1.6.4.2 Local Area Network (LAN) 1.6.4.3 Metropolitan Area Network 1.6.4.4 Wide Area Network (WAN) 1.6.5 Topology 1.6.5.1 Mesh Topology 1.6.5.2 Star Topology 1.6.5.3 Bus Topology 1.6.5.4 Ring Topology 1.6.5.5 Tree Topology 1.6.6 Basic Hardware Components 1.6.6.1 Network Interface Cards 1.6.6.2 Repeaters 1.6.6.3 Hubs 1.6.6.4 Bridges 1.6.6.5 Switches 1.6.6.6 Routers 1.7 The Internet 1.7.1 Open System Interconnection Reference Model 1.7.1.1 Physical Layer 1.7.1.2 Data Link Layer 1.7.1.3 Network Layer 1.7.1.4 Transport Layer 1.7.1.5 Session Layer 1.7.1.6 Presentation Layer 1.7.1.7 Application Layer 1.7.2 TCP/IP Suite 1.7.2.1 Host to Network Layer 1.7.2.2 The Internet Layer 1.7.2.3 Transport Layer 1.7.2.4 Application Layer 1.7.3 History of the Internet 1.8 Computing Resources 1.8.1 Grid Computing 1.8.2 Parallel Computing 1.8.3 Cloud Computing 1.9 IT Infrastructure Management 1.9.1 Purpose of ITIM 1.9.2 Benefits of ITIM Points to Remember Multiple Choice Questions Review Questions Chapter 2: IT Infrastructure 2.1 Introduction 2.2 Evolution of Systems 2.2.1 Starting with 1960 2.2.2 Reinvent the Mainframe 2.2.3 Changing of Midrange and Client–Server Platforms 2.2.4 Growing Use of PCs and Networks 2.3 Infrastructure Management Activities 2.3.1 Network Activity 2.3.2 Technical Activity 2.3.2.1 System Administration 2.3.2.2 Database Administration 2.3.3 Computer Operation 2.3.4 Customer Services 2.3.4.1 Help Desk 2.3.4.2 Desktop Support 2.3.5 System Management 2.4 Challenges in IT Infrastructure Management 2.5 Design Issues with IT Organization 2.5.1 Design Issues 2.5.1.1 Help Desk 2.5.1.2 Database Administrator 2.5.1.3 Network Administrator 2.5.2 IT System Issue 2.5.2.1 Server Environment 2.5.2.2 Disk Storage Environment 2.5.2.3 Database Environment 2.5.2.4 Network Environment 2.5.2.5 Desktop Computer Environment 2.6 IT System Management Process 2.6.1 Common Tasks of IT System Management 2.7 IT Service Management Process 2.7.1 Service Delivery Process 2.7.1.1 Service Level Management 2.7.1.2 Financial Management 2.7.1.3 Continuity Management 2.7.1.4 Capacity Management 2.7.1.5 Availability Management 2.7.2 Service Support Process 2.7.2.1 Configuration Management 2.7.2.2 Incident Management 2.7.2.3 Problem Management 2.7.2.4 Change Management 2.7.2.5 Release Management 2.8 Information System Design Process 2.8.1 Models 2.8.2 The Patterns for E-business 2.8.2.1 Business Patterns 2.8.2.2 Integration Patterns 2.8.2.3 Composite Patterns 2.8.3 Models in Patterns for E-business 2.8.4 System Context Diagrams 2.8.4.1 Business System Context Diagrams 2.8.4.2 IT Management System Context Diagram 2.8.4.3 Managed Business System Context Diagram 2.8.5 Complexity of Managed Business Systems 2.9 Information Technology Infrastructure Library 2.9.1 ITIL History 2.9.2 ITIL Core Texts 2.9.2.1 Service Strategy 2.9.2.2 Service Design 2.9.2.3 Service Transition 2.9.2.4 Service Operation 2.9.2.5 Continual Service Improvement (CSI) 2.9.3 Advantages of ITIL 2.9.4 Disadvantages of ITIL 2.9.5 Challenges of ITIL Points to Remember Case Study State True/False Review Questions Chapter 3: Service Delivery Process 3.1 Introduction 3.2 Service Level Management 3.2.1 Service Level Agreement 3.2.1.1 Typical Contents 3.2.2 Operational Level Agreement 3.2.2.1 Objectives of OLA 3.2.3 Service Level Requirements 3.2.4 Benefits of Service Level Management 3.2.5 Cost of Service Level Management 3.2.6 Roles and Responsibility of Service Level Manager 3.2.7 Relationship with Other Activities 3.2.7.1 With Financial Management 3.2.7.2 With Continuity Management 3.2.7.3 With Capacity Management 3.2.7.4 With Availability Management 3.2.7.5 With Service Desk 3.3 Capacity Management 3.3.1 Business Capacity Management 3.3.2 Service Capacity Management 3.3.3 Component Capacity Management 3.3.4 Activities of Capacity Management 3.3.5 Capacity Plan 3.3.6 Capacity Planning 3.3.7 Benefits of Capacity Planning 3.3.8 Contents of a Capacity Plan 3.3.8.1 Introduction 3.3.8.2 Service Summary 3.3.8.3 Resource Summary 3.3.8.4 Cost Model 3.3.8.5 Recommendations 3.3.9 Implementation of Capacity Management 3.3.9.1 Gather the Data 3.3.9.2 Build the Plan 3.3.9.3 Implementation of Plan 3.3.9.4 Process Implementation 3.3.9.5 Post Implementation 3.3.10 Roles and Responsibility in Capacity Management 3.3.11 Capacity Database 3.3.12 Relationship with Other Activities 3.3.12.1 With Service Level Management 3.3.12.2 With Financial Management 3.3.12.3 With Availability Management 3.4 IT Service Continuity Management 3.4.1 Continuity Management Process 3.4.2 Benefits of Continuity Management 3.4.3 Activities Involved in Continuity Management 3.4.4 Business Continuity Plan 3.4.5 Business Impact Analysis 3.4.6 IT Service Continuity Plan 3.4.7 Relationship with Other Activities 3.4.7.1 With Service Level Management 3.4.7.2 With Financial Management 3.4.7.3 With Capacity Management 3.4.7.4 With Availability Management 3.5 Financial Management 3.5.1 Requirements of Financial Management 3.5.2 Cost of Financial Management 3.5.3 Key Activities of Financial Management 3.5.4 Return on Investment 3.5.5 Payback Period 3.5.6 Total Cost of Ownership 3.5.7 Return on Capital Employed 3.5.8 Benefits of Financial Management 3.5.9 Financial Management Process 3.5.10 Relationship with Other Activities 3.5.10.1 With Capacity Management 3.5.10.2 With Availability Management 3.5.10.3 With Service Level Management 3.5.10.4 With Continuity Management 3.6 Availability Management 3.6.1 Benefits of Availability Management 3.6.2 Availability Management Activities 3.6.3 Availability Management Tasks 3.6.3.1 Measuring and Reporting 3.6.3.2 Improving Availability 3.6.3.3 Addressing Availability as a Requirement 3.6.3.4 Reporting on Availability 3.6.4 Principles of Availability Management 3.6.4.1 Core of Business End User Satisfaction 3.6.4.2 Recognizing That When the Things Went Wrong 3.6.5 Relationship with Other Activities 3.6.5.1 With Service Level Management 3.6.5.2 With Financial Management 3.6.5.3 With Continuity Management 3.6.5.4 With Capacity Management 3.6.6 Seven R’s of Availability Management 3.6.7 Unavailability 3.7 Service Desk 3.7.1 Objectives of Service Desk 3.7.2 Types of Service Desks 3.7.2.1 On the Basis of Customer Dealing 3.7.2.2 On the Basis of Its Structure 3.7.3 Qualities of Service Desk Staff Points to Remember Multiple Choice Questions State True/False Review Questions Chapter 4: Service Support Management 4.1 Introduction 4.2 Service Support Process 4.3 Configuration Management 4.3.1 History 4.3.2 Tasks of Configuration Management 4.3.2.1 Planning 4.3.2.2 Identifi cation 4.3.2.3 Controlling 4.3.2.4 Status Accounting 4.3.2.5 Verification and Audit 4.3.3 Configuration Item 4.3.4 Configuration Management Data Base 4.3.5 Methods to Improve Configuration Management Process 4.3.6 Advantages of Configuration Management 4.3.7 Cost of Configuration Management 4.3.8 Relationship with Other Management 4.3.8.1 With Availability Management 4.3.8.2 With Change Management 4.3.8.3 With Continuity Management 4.3.8.4 With Incident Management 4.3.8.5 With Release Management 4.3.8.6 With Problem Management 4.3.9 Case Study 4.4 Incident Management 4.4.1 Definition of an Incident 4.4.2 Goal of Incident Management 4.4.3 Incident Management Process 4.4.3.1 Incident Discovery and Recording 4.4.3.2 Classification and Preliminary Support 4.4.3.3 Analysis and Diagnosis 4.4.3.4 Resolution and Recovery 4.4.3.5 Incident Closing 4.4.3.6 Incident Ownership 4.4.4 Various Inputs, Activities and Outputs Related to Incident Management 4.4.4.1 Inputs 4.4.4.2 Activities 4.4.4.3 Outputs 4.4.5 Incident Status 4.4.6 Incident Record Keeping 4.4.7 Incident Record (Case) History 4.4.8 Incident Management and Escalation and Support 4.4.8.1 Functional Escalation 4.4.8.2 Hierarchical Escalation 4.4.8.3 Initiation of Escalation Process 4.4.8.4 Responsibility of Escalation Manager 4.4.8.5 Benefits of Escalation 4.4.9 Responsibility of Incident Manager 4.4.10 Advantages of Incident Management 4.4.11 Cost of Incident Management 4.4.12 Potential Issues with Incident Management 4.4.13 Relationship with Other Management 4.4.13.1 With Service Desk 4.4.13.2 With Service Level Management 4.4.13.3 With Problem Management 4.4.13.4 With Configuration Management 4.4.13.5 With Change Management 4.5 Problem Management 4.5.1 Goals of Problem Management 4.5.1.1 Problem Control Activity 4.5.1.2 Error Control Activity 4.5.2 Approach of Problem Management 4.5.2.1 Reactive Problem Management 4.5.2.2 Proactive Problem Management 4.5.3 Critical Factors for Success 4.5.3.1 Performance Targeted 4.5.3.2 Periodic Audit 4.5.4 Problem Management Process 4.5.4.1 Select an Executive Sponsor 4.5.4.2 Allocate a Process Owner 4.5.4.3 Assemble a Cross-functional Team 4.5.4.4 Discover and Prioritize Requirements 4.5.4.5 Establish a Priority Scheme 4.5.4.6 Recognize Alternative Call-tracking Tools 4.5.4.7 Negotiate Service Levels 4.5.4.8 Establish Service and Process Metrics 4.5.4.9 Design the Call-handling Process 4.5.4.10 Calculate, Decide and Implement the Call-tracking Tool 4.5.4.11 Review Process and Service Metrics to Improve the Process 4.5.5 Advantages of Problem Management 4.5.6 Differences Between Incident Management and Problem Management 4.5.7 Relationship with Other Management 4.5.7.1 With Confi guration Management 4.5.7.2 With Incident Management 4.5.7.3 With Change Management 4.5.7.4 With Financial Management 4.5.7.5 With Release Management 4.6 Change Management 4.6.1 Components of Change Management 4.6.1.1 Control 4.6.1.2 Coordination 4.6.2 Objectives of Change Management 4.6.3 Scope of Change Management 4.6.4 Issues Related to Change Management 4.6.5 General Risks Associated with Change Management 4.6.5.1 Communication 4.6.5.2 Technology 4.6.5.3 Data and Information 4.6.5.4 Assumptions 4.6.5.5 Resources 4.6.6 Steps Required in Developing Change Management 4.6.6.1 Assign an Executive Sponsor 4.6.6.2 Assigning the Process Owner 4.6.6.3 Choose the Cross-functional Process Design Team 4.6.6.4 Organize Meetings, Allocate Roles and Responsibility to the Process Design Team 4.6.6.5 Recognize the Advantages of Change Management Process 4.6.6.6 Preparing/Collecting Change Metrics 4.6.6.7 Recognize and Allocate Priority to the Requirements 4.6.6.8 Identify and Describe Key Terms 4.6.6.9 Prepare the Preliminary Change Management Process Plan 4.6.7 Change Management Process 4.6.8 Advantages of Change Management 4.6.9 Relationship with Other Management 4.6.9.1 With Service Level Management 4.6.9.2 With Problem Management 4.6.9.3 With Configuration Management 4.6.9.4 With Release Management 4.7 Release Management 4.7.1 Why Use Release Management 4.7.2 Activities Involved in Release Management 4.7.3 How Release Management Functions 4.7.3.1 Release policy 4.7.3.2 Definitive Software Library 4.7.3.3 Definitive Hardware Storage 4.7.3.4 Release Planning 4.7.3.5 Release Rollout 4.7.4 Cost of Release Management 4.7.4.1 Expenditure 4.7.4.2 Staff 4.7.4.3 Time 4.7.5 Types of Releases 4.7.5.1 Major Release 4.7.5.2 Minor Release 4.7.5.3 Emergency Changes 4.7.6 Implementation Approach 4.7.6.1 Process 4.7.6.2 Tools 4.7.6.3 Information 4.7.7 Scope of Release Management 4.7.7.1 Long-term Scope 4.7.7.2 Short-term Scope 4.7.8 Issues Related to Release Management 4.7.9 Advantages of Release Management 4.7.10 Release Management Process Control 4.7.11 Relationship with Other Managements 4.7.11.1 With Service Level Management 4.7.11.2 With Confi guration Management 4.7.11.3 With Change Management Points to Remember Multiple Choice Questions State True/FaLse Review Questions Chapter 5: Storage Management 5.1 Introduction 5.2 Storage Management 5.2.1 Storage Management Process 5.2.1.1 Initiate the Process 5.2.1.2 Data Backup, Restore and Recovery Operation 5.2.1.3 Storage Resource Management 5.2.1.4 End the Process 5.2.2 Benefits of Storage Management 5.3 Backup 5.3.1 Types of Backups 5.3.2 Storage 5.3.3 Data Repository Models 5.3.3.1 Different Repository Models 5.3.4 Storage Media 5.3.5 Managing the Data Repository 5.3.5.1 On-line 5.3.5.2 Near-line 5.3.5.3 Off-line 5.3.5.4 Off-site Vault 5.3.6 Backup Site, Disaster Recovery Centre or DR Centre 5.4 Recovery 5.4.1 Types of Recoveries 5.4.1.1 Instance Recovery 5.4.1.2 Crash Recovery 5.4.1.3 Media Recovery 5.4.2 Common Terms in Recovery 5.4.2.1 Recovery Point Objective (RPO) 5.4.2.2 Recovery Time Objective (RTO) 5.4.2.3 Recovery Level Objective (RLO) 5.5 Archive 5.6 Disaster Recovery 5.6.1 Testing Recovery Plan 5.6.1.1 Walk-through 5.6.1.2 Simulation 5.6.1.3 Checklist 5.6.1.4 Parallel Testing 5.6.1.5 Full Interruption 5.6.2 Steps to Developing an Effective Disaster-recovery Process 5.6.3 Case Study 5.7 Space Management 5.8 Hierarchical Storage Management 5.9 Network-attached Storage 5.9.1 Benefits 5.9.2 Drawbacks 5. 9.3 Uses 5.10 Storage Area Network 5.10.1 SAN Infrastructure 5.10.2 Benefits 5.11 Bare Machine Recovery 5.11.1 Benefits of BMR 5.11.2 Requirement of BMR 5.11.3 BMR Strategies 5.11.3.1 System Reinstallation 5.11.3.2 System Backup and Restore 5.11.4 Critical Factors for BMR Software 5.12 Data Retention 5.12.1 Data Ingest 5.12.2 Data Management 5.12.3 Mistakes during Data Retention Policy Which can be Prevented 5.13 Database Protection 5.13.1 Approaches for Database Protection 5.13.1.1 Protection of Databases Under Copyright Laws 5.13.1.2 Protection of Databases Through Contracts 5.13.1.3 Creating a Sui Generis System 5.14 Application Protection 5.14.1 Types of Application Protections 5.14.1.1 Low 5.14.1.2 Medium Pooled 5.14.1.3 High Isolated 5.15 Case Study Points to Remember Multiple Choice Questions State True/False Review Questions Chapter 6: Security Management 6.1 Introduction 6.2 Goals of Security Management 6.3 WWW and Security 6.3.1 Security Schemes 6.3.2 Web Security Layers 6.3.3 SSL 6.3.4 S-HTTP 6.3.5 SSL vs S-HTTP 6.3.6 SHEN Security Schemes 6.3.7 Client Server Security 6.3.8 Client–Server Security Problems 6.3.9 Protection Methods 6.3.9.1 Trust-Based Security 6.3.9.2 Security Through Obscurity 6.3.9.3 Password Schemes 6.3.9.4 Biometric Schemes 6.3.10 Introduction to Cryptography 6.3.10.1 Types of Cryptographies 6.3.10.2 Caesar’s Cypher 6.3.10.3 RSA Algorithm 6.3.10.4 Digital Signature 6.3.11 Firewall 6.3.11.1 Types of Firewalls 6.4 Identity Management 6.4.1 Identity Management Tasks in Account Provisioning 6.4.2 Identity Management Tasks in the Account Lifetime 6.4.3 Identity Management Tasks during Account Deletion 6.4.4 Models of Identity Management 6.4.4.1 Pure Identity Model 6.4.4.2 User Access (log-on) Model 6.4.4.3 Service Model 6.5 Physical Security 6.5.1 Environmental Design 6.5.2 Mechanical, Electronic and Procedural Access Control 6.5.3 Intrusion Detection 6.5.4 Video Monitoring 6.5.5 Private Factory Guard 6.6 Intrusion Detection 6.6.1 Intrusion Detection Types 6.6.1.1 Network-based Intrusion Detection 6.6.1.2 Host-based Intrusion Detection 6.6.1.3 Kernel-based Intrusion Detection 6.6.2 Functions of Intrusion Detection 6.7 Access Management 6.7.1 Sub-processes 6.7.1.1 Maintain Catalogue of User Roles and Access Profiles 6.7.2 User Role Requirements 6.7.3 Access Policy 6.8 Security Information Management 6.8.1 Benefits of SIM 6.9 Single Sign-On 6.9.1 Benefits 6.9.2 Types of Single Sign-Ons 6.9.2.1 Common Single Sign-On Configurations, Kerberos-based 6.9.2.2 Smart Card-based SSO 6.9.2.3 OTP Token-based SSO 6.10 Lightweight Directory Access Protocol 6.10.1 Protocol Overview 6.11 Case Study Points to Remember Multiple Choice Questions State True/False Review Questions Chapter 7: IT Ethics 7.1 Introduction 7.2 Introduction to Cyber Ethics 7.2.1 Cyber Ethics for Parents and Educators 7.2.2 Cyber Ethics for Children 7.2.3 Cyber Ethics for Web Sites 7.3 Intellectual Property 7.3.1 Objectives of Intellectual Property 7.3.1.1 Financial Incentive 7.3.1.2 Economic Growth 7.3.2.1 Copyrights 7.3.2.2 Trademarks 7.3.2.3 Patents 7.3.2.4 Industrial Design Rights 7.3.2.5 Trade Secrets 7.3.2.6 Geographical Indication 7.3.2.7 Differences Between a Geographical Indication and a Trademark 7.3.2 Types of Intellectual Property 7.3.3 Violations of Intellectual Property Laws 7.4 Privacy Law 7.4.1 Classification of Privacy Laws 7.4.1.1 General Privacy Laws 7.4.1.2 Specific Privacy Laws 7.5 Computer Forensic 7.5.1 Reasons for Using Computer Forensics 7.5.2 The Forensic Process 7.5.2.1 Preparation 7.5.2.2 Collecting Digital Evidence 7.5.2.3 Examination 7.5.2.4 Analysis 7.5.2.5 Reporting 7.5.3 Types of Computer Forensics 7.5.3.1 Network Forensics 7.5.3.2 Database Forensics 7.5.3.3 Mobile Forensics 7.5.3.4 Firewall Forensics 7.6 Ethics and Internet 7.7 Cyber Crimes 7.7.1 Types of Cyber Crimes 7.7.1.1 Spam 7.7.1.2 Fraud 7.7.1.3 Obscene or Off ensive Content 7.7.1.4 Drug Trafficking 7.7.1.5 Cyber Terrorism 7.7.1.6 E-mail Bombing 7.7.1.7 Data Diddling 7.7.1.8 Salami Attacks 7.7.1.9 Denial of Service Attack 7.7.1.10 Virus/Worm Attacks 7.7.1.11 Logic Bombs 7.7.1.12 Trojan Attacks 7.7.1.13 Internet Time Thefts 7.7.1.14 Web Jacking 7.7.1.15 Physically Damaging or Stealing a Computer System 7.7.1.16 Unauthorized Access and Hacking 7.7.1.17 E-mail Spoofing 7.7.1.18 Pornography 7.7.1.19 IPR Violations 7.7.1.20 Cyber Squatting 7.7.1.21 Cyber Smearing 7.7.1.22 Cyber Stacking 7.7.1.23 Paedophiles 7.7.1.24 Software Piracy 7.7.1.25 Rogue Code 7.7.1.26 Network Packet Sniffers 7.8 Cyber Crimes and Cyber Laws in India Points to Remember Multiple Type Questions State True/False Review Questions Chapter 8: Emerging Trends in IT 8.1 Introduction 8.2 Electronic Commerce 8.2.1 E-commerce Advantages 8.2.2 E-commerce: Disadvantages and Constraints 8.2.3 Factors Responsible for Growth of E-Commerce 8.2.4 Different Kinds of E-Commerce 8.2.4.1 B2B—Business to Business 8.2.4.2 B2C—Business to Consumer 8.2.4.3 B2E—Business to Employee 8.2.4.4 C2B—Consumer to Business 8.2.4.5 C2C—Consumer to Consumer 8.2.4.6 B2G—Business to Government 8.2.5 Electronic Fund Transfer 8.2.5.1 Categories of EFT 8.3 Electronic Data Interchange 8.3.1 Benefits of EDI 8.3.2 EDI Architecture 8.3.3 Working of EDI 8.3.4 EDI vs E-mail 8.4 Mobile Communication Development 8.4.1 Various Generations of Mobile 8.4.1.1 1G 8.4.1.2 2G 8.4.1.3 2.5G 8.4.1.4 3G 8.4.1.5 3G Standards 8.4.1.6 3.5G 8.4.1.7 4G 8.4.2 Global System for Mobile Communication 8.4.2.1 The Switching System (SS) 8.4.2.2 The Base Station System 8.4.2.3 Operation and Support System 8.4.2.4 Specifications and Characteristics for GSM 8.4.3 Code-Division Multiple Access 8.4.4 Infrared 8.4.4.1 Installation and Usage 8.4.4.2 Range 8.4.4.3 Performance 8.4.5 Bluetooth 8.4.5.1 How Bluetooth Technology Functions 8.4.6 Infrared vs Bluetooth 8.5 Smart Card 8.5.1 Smart Card Usage 8.5.2 Benefits 8.5.3 Smart Card Technology 8.6 Expert System 8.6.1 Characteristics of Expert System 8.6.2 Application of Expert System 8.6.3 Limitations of Expert System 8.6.4 Categories of Expert Systems 8.6.5 Architecture of Expert System 8.6.5.1 Knowledge Base 8.6.5.2 Inference Process 8.6.5.3 I/O Interface 8.6.5.4 Editor Points to Remember Multiple Choice Questions State True/False Review Questions Chapter 9: ITIL Case Study 9.1 Situation 9.2 What can Managers Do to Resolve the Situation? 9.2.1 Business Analysis 9.2.2 Project Initiation 9.2.3 Project Management 9.2.4 ITIL Processes 9.2.4.1 Service Desk and Incident Management 9.2.4.2 Problem Management 9.2.4.3 Change Management 9.2.4.4 Recruitment 9.2.4.5 Training 9.2.4.6 Audit and Review 9.2.4.7 Project Closure 9.3 Case Study: Internal Money vs External Money 9.4 Resolution Solved Question Papers 2010–2011 Solutions Solved Question Papers 2009–2010 Solutions Index