[信息技术服务管理.docxVIP

1.What is ITSM (Information Technology Service Management) based on your online search results from baidu and Google?ITSM concerns on the service provided to the customer and stands in the perspective of customer to consider the whole system , to think about the simple and easy interfaces, the friendly GUI, to evaluate the service offered, and to estimate its contribution to the customers business.2.What is your understanding on Service Science? Service Science is a science which focus on how to provide service to customers.3.Why it’s said Google as a Service?As a search engine company, Google provides services covers almost every aspects of our daily life. services as Gmail, Calendar, Address Book, Website Publishing, Instant Messaging, Blogger....4.How could you effectively measure the benefits of an IT service from the service-profit triangle?User perception is the true measure of IT service from the service-profit triangle, they rely upon IT services to accomplish their goals, tasks, missions. It makes sense then that examining a users ability to accomplish their job or mission is the most pure and representative measure of IT Service quality from a business perspective.U2What could be the major differences between UNIX and Windows? (hint: online searching)UNIX is safe, preventing one program from accessing memory or storage space allocated to another, and enables protection, requiring users to have permissions to perform certain functions.windows uses a GUI and UNIX does not. In Windows one uses the click of a mouse to execute a command where as in UNIX one must type in a command.UNIX is much better at handling multiple tasks for a single user or for multiple users than windows. What is incremental backup in Data Backup and Recovery management?An incremental backup includes only those things that have changed since the previous backup and saves those things into a separate, additional, backup file or location.Who needs SaaS and why?For Saas could decrease ban