DevOps/System Integration:

Book - ISBN: 9780134049878

Type your answer directly in the provided text field (you see it after clicking the Submit Assignment button to the far upper right of your screen). Please include a question index before each answer and write answer in the given order of questions. No file attachment for grading.

1. (15 points) In section 3.1 Introduction, we learned that ITIL is based on the concept of services but, question is, What is IT Service? In section 3.7 For Further Reading, a reference [Agrasala 11] is provided for a blog of Vinod Agrasala, where a comprehensive ITIL definition of Service can be found. Write down the definition here. Further, since ITIL doesn't offer its definition of "IT service", the author throws some thoughts that might lead to defining "IT service" better. What are these thoughts and what is his conclusion of "IT service"?

2. (15 points) In the discussion of Business Continuity and Security in section 3.2 Operations Services, two special terms, RPO and RTO, are introduced and defined. Why should IT operations of a business need to concern about them? Are they dependent or independent to each other? Explain your answer. Also, is it possible to achieve zero RPO? How? Based on the information given in Chapter 3, what are possible strategies for minimizing RTO?