Lesson 9

Question 1

IT contract are:

Answer 1

Written contractual and management-initiated mechanisms that enforce obligations, promises, and expectations about an IT product or service.

Question 2

Service-level agreement (SLA):

Answer 2

IT contract about a service

Question 3

Three elements of a formal IT contract

Answer 3

Foundation
Change
Governance

Question 4

Foundation elements (IT contract)

Answer 4

Service-level objectives
Process ownership
Service-level contents

Question 5

Change elements (IT contract)

Answer 5

Future demand management
Anticipated change
Planning of Innovation
Feedback process

Question 6

Governance elements (IT contract)

Answer 6

Communication
Measurement charter
Conflict arbitration
Enforcement

Question 7

End goal of IT contracts

Answer 7

Trust

(Relationship) Commitment

Question 8

(Relationship) Commitment (IT contract)

Answer 8

Durability: desire to continue a relationship,

Input: a willingness to investment of capital and effort

Consistency: confidence in the stability of the relationship.

Question 9

Trust (IT contract)

Answer 9

Benevolence: acts in the best interest of the other party.

Honesty: honest in dealings with the other party.

Ability: competency in what agreed to do.

Question 10

Relational Governance (IT Contract) definition

Answer 10

Unwritten mechanisms and codes of conducts

Question 11

Components of relational governance

Answer 11

Relational Strength
Harmonious Conflict Resolution
Mutual dependence

Question 12

Components of relational strength

Answer 12

Solidarity
Information exchange
Flexibility

Question 13

Service Level Objectives (IT contract)

Answer 13

Part of Foundation

Expectations of service receiver (SR) and service provider (SP)

Question 14

Process Ownership Plan (IT Contract)

Answer 14

Part of Foundation

Processes that are:

• Required
• Affected
• Delivered

Question 15

Service Level Contents (IT Contract)

Answer 15

Part of Foundation

Key business measurements
Service-level/quality targets

Question 16

Future Demand Management Plan

Answer 16

Processes for resolving unforeseeable outcomes

Question 17

Anticipated Change Plan (IT Contract)

Answer 17

Part of Change

Processes for implementing foreseeable contingencies

Question 18

Innovation Plan (IT Contract)

Answer 18

Part of Change

Processes for introducing new innovations

Question 19

Feedback Plan (IT Contract)

Answer 19

Change

Processes of feedback

Question 20

Communication Plan (IT contract)

Answer 20

Part of Governance

Communication policy and reporting structure

Question 21

Measurement Charter (IT Contract)

Answer 21

Part of Governance

Measurement items and measurement methodology

Question 22

Conflict Arbitration Charter (IT Contract)

Answer 22

Part of Governance

Parameters for involving the third party

Question 23

Enforcement Plan

Answer 23

Penalty definitions, termination conditions, exit responsibilities

Question 24

IS Service Delivery Models

Answer 24

Software-as-a-Service (SaaS)
Platform-as-a-Service (PaaS)
Infrastructure-as-a-Service (IaaS)
Traditional service

Question 25

IS Deployment Models

Answer 25

``` Traditional approach On-premise, IT service outsourcing On-premise private cloud Dedicated private cloud Shared cloud Public cloud ```

Question 26

ServoLith's Service Delivery Model and Deployment Model

Answer 26

Delivery type: Software-as-a-Service (SaaS) | Deployment model: Shared cloud

Question 27

VerxaWeb's Service Delivery Model and Deployment Model

Answer 27

Delivery type: Traditional approach | Deployment model: Traditional or IT service outsourcing

Question 28

HiOSoft's Service Delivery Model and Deployment Model

Answer 28

Delivery type: Sell a software package. Deployment model: contract separately with other partners for IaaS, PaaS, or SaaS.

Question 29

Vendor Selection: Criteria

Answer 29

Scalability Robustness Workflow management

Question 30

Supply chain definition

Answer 30

A system of organizations involved in the transformation of natural resources, raw materials, and components into a finished product that is delivered to the end customer.

Question 31

What is (supply chain) integration?

Answer 31

Gaining ownership or increased control over a firm in the supply chain.

Question 32

Horizontal integration

Answer 32

Owning a firm’s competitors

Question 33

Vertical integration

Answer 33

Forward integration: owning a firm’s distributors or retailers Backward integration: owning a firm’s suppliers

Question 34

Virtual Integration

Answer 34

Using technology to coordinate activities across firms in a supply chain to achieve new levels of efficiency and productivity.

Question 35

Requirements for virtual integration

Answer 35

Partner coordination Trust Partner relationship management, contract managers etc.