Cloud Computing

With the implementation of cloud computing, the performance of the organization will get developed. Cloud service provides better way of storing the information with highest security (Arpaci et al. 2015). The cloud computing decreases the cost and saves for every organization. There are several architectures provided by the cloud service. According to the need of customer, the organization can adopt cloud service. Moreover, cloud computing offers their customer with the facility of paying as per their use. The organization can choose PaaS architecture for their cloud service. This is designed for the companies that aims at developing application or setting their application and aims at deploying these applications within their cloud server (Bowers and Morse 2018). This is the best realistic strategy and will help the organization in gaining more profit. With the help of IT service management terminology, the organization can implement the cloud easily.

With the implementation of these five stages of ITIL, the organization can implement the strategy. ITIL stands for information technology infrastructure library and this has gained great importance in the managing the IT services (Al Mourad and Hussain 2014). Thus, this strategy will eventually help the organization in storing and managing the information well.  There are total five stages of ITIL, this are as follows:

• Service strategy
• Service design
• Service operation
• Service transition
• Continual service improvement

With the implementation off ITIL, there are some features offered by these and are important. The metrics that will help to determine the better performance are as follows:

• Services: this involves delivering a better product and service within the time.
• Service management: this includes rules that will be followed by the employee while delivering a product to their customers.
• Value, utility and warranty: this is very much necessary to value customer’s feedback and provide their services within the time. This is also necessary to utilize all the rights assure by the organization towards their customer. Moreover, there is a warranty provided towards the customers and it is the responsibility of the organization to change or refund the product in case any problem occurs.
• Capabilities: this is referred to the feature that involves organizing and adding value to the resources generated by the organization.

COBIT aims at collecting the important information for an organization and providing this information to the required one. The main objective is to manage the IT resources with the help of a natural grouped process (Huygh et al. 2018). There are basically two types of COBIT, this are COBIT 4.1 and COBIT 5. The difference between these two are as follows:

• COBIT 4 is an IT Model whereas COBIT 5 is a IT governance and management framework for IT enterprise.
• COBIT 5 includes ITIL, COSO, TOGAF, ISO 27000, ISO 38500 and many more where CBOIT 4 does not include this features.
• COBIT 4 was introduced in 2004 and this was the early version with minimal features and with the aim of providing and IT model to its users (Saputro, Utnami and Al Fatta 2018). The release of COBIT 5 has updated and removed all the problems faced while working with COBIT 4.

These frameworks are effective for enterprises as these helps in meeting the needs of the stakeholders and also strategies plan that will help in meeting the goal of enterprise. The implementation COBIT within an organization is necessary as it helps to understand the needs of stakeholders and also allows to set a generic goal for their customer. These goals set by the enterprise can be developed with the help of a balanced scorecard dimensions. This will help to understand and meet the goal. COBIT 5 is being developed based on the previous version of COBIT that includes Val IT and Risk IT. This will help the organization to create value for their stakeholders and will also create for governance objective (Nugraha, Winarno and Al Fatta 2018).  This is necessary for an organization to choose COBIT as these will help to meet the goal set by the organization. This also ensures the needs of stakeholders and prepares strategy to meet their needs and also monitors the activity of the stakeholders. Management plans, runs, builds and monitors the activities that are set by the governance body.

IT control framework is necessary for organization as this helps to manage the traffics.  It Control framework is exactly like a co-ordinated traffic light. This framework is in form of data structure that is used to organize and categorize all the internal controls of organization. This helps to minimize the risk and create more value towards the business.

ITIL

There is a need to develop a security plan that will protect the network from threats, risks and intruders (Benson and Rahman 2015). The organization needs to develop a list of points that will include points before entering into the network. The organization needs to create a security policy and everyone associated with the network needs to follow this. There is a need to include policy that will be used to maintain the confidentiality of the information stored within the organizations database (Obio and Mutale 2015). These is very much necessary to understand the importance of the information and process accordingly this will help the network to maintain the security and the data will not get breached. Different type of network security available are (Shin, Wang and Gu 2015):

• Access control
• Application security
• Behavioural analytics
• Data loss prevention
• Email security
• Firewalls
• Intrusion prevention system.

Risk assessment plant includes a document that contains a project manager and prepare a document that will contain a foresee risks, defines responses towards the issues raised, estimates the impacts.  This also includes a risk assessment matrix. Risk is referred to an uncertain event or condition that will create a negative impact on the organization. Thus, this is very much necessary to develop a plan that will help to mitigate the risks. In addition to this, the risk management plans also include matrices. There are four potential strategies that are offered by risk management plans. This includes:

• Avoid risk:the plan made by the project manager can be changed when subjected to any kind of risks.
• Control or mitigate risk:the risks can be mitigated or the impacts can be reduced with the use of intermediate steps.
• Accept risk:after knowing the risk, the organization can take a chance so that they can work according with the budget.
• Transfer risk:outsourcing the risk to the third party will help in managing the risk.

A policy framework is in the form of document that offers a set of goals or procedures that are used by the organization. This is used to negotiate or to make decision with a detailed set of policies and also helps in providing maintenance towards the organization’s policies. The main aim of having a policy framework is that it sets boundaries for the workers within the organization. The developed guidelines are needed to be followed by the organization. These offers a clear communication within the employees and also sets rules for their behaviour.

There are two types of controls this are physical and logical controls. The physical access control includes limiting the access of buildings, areas, rooms and IT assets. Whereas the logical access control is used to limit the connection of computer networks, data and system files. The main difference between these two are the physical controls is used to describe that the user can react to the computer’s hardware at any time. On the other hand the logical control involves the use of computer from different rooms.

Disclosure schedule contains all the information that are needed by the acquisition agreement. This includes listing the important contracts, employee information, intellectual property and other material matters. This contains all the necessary details and representation of these details along with the warranty provided by the selling company.

The biggest security challenge that can be faced by the organization is with the information getting leaked. As the organization stores important information and confidential information of every customer. Thus, these data needs to be stored with highest security so that no one can tamper this information’s. These is the main threat that is likely to be faced by the organization. This is necessary to maintain the confidentiality of the information.

In the provided situation the service desk representative is already attending a call and two more calls come in (Smith and Wong 2016). Hence, it is very important that the service desk representative at the airline company prioritises the work and the form an idea about the process that is to be followed which would help in taking important decision in very urgent situations. Hence a decision tree is formed for providing the service desk representative with an efficient solution in the current scenario. the decision tree for the scenario is provided below:  

The main function of a service desk representative is to communicate with the customers and the members of the organization for which they belong to. They are actually provided with the role of acting as a mode of communication in between the customers and the company. They are to ensure that the customer receive their services in an appropriate and timely process. This would help in the enhancement of the of customer satisfaction towards the organization.

References

Al Mourad, M.B. and Hussain, M., 2014. The impact of cloud computing on ITIL service strategy processes. International Journal of Computer and Communication Engineering, 3(5), p.367.

Arpaci, I., Kilicer, K. and Bardakci, S., 2015. Effects of security and privacy concerns on educational use of cloud services. Computers in Human Behavior, 45, pp.93-98.

Benson, K. and Rahman, S., 2015. Security Risks in Mechanical Engineering Industries. arXiv preprint arXiv:1512.01730.

Bowers, D. and Morse, D., 2018. Including IT service management in the Computing curriculum: a caricature approach.

Huygh, T., De Haes, S., Joshi, A. and Van Grembergen, W., 2018, January. Answering key global IT management concerns through IT governance and management processes: A COBIT 5 View. In Proceedings of the 51st Hawaii International Conference on System Sciences.

Nugraha, T.R.T.P., Winarno, W.W. and Al Fatta, H., 2018. ANALISIS SISTEM INFORMASI AKADEMIK MENGGUNAKAN DOMAIN DELIVERY AND SUPPORT COBIT 5 PADA SMKN 4 YOGYAKARTA. Jurnal Ilmiah Teknologi Informasi, 8(1).

Obio, E.B. and Mutale, J., 2015, September. A comparative analysis of energy storage and N-1 network security in transmission expansion planning. In Power Engineering Conference (UPEC), 2015 50th International Universities (pp. 1-6). IEEE.

Saputro, F.E.N., Utami, E. and Al Fatta, H., 2018. Integrasi Framework COBIT 5 dan ITIL V. 3 Untuk Membangun Model Tata Kelola Infrastruktur Teknologi Informasi. Konferensi Nasional Sistem Informasi (KNSI) 2018.

Shin, S., Wang, H. and Gu, G., 2015. A first step toward network security virtualization: from concept to prototype. IEEE Transactions on Information Forensics and Security, 10(10), pp.2236-2249.

Smith, L.C. and Wong, M.A. eds., 2016. Reference and Information Services: An Introduction: An Introduction. ABC-CLIO.