Katholieke Universiteit Leuven (KU LEUVEN) • Master Of Information Management

Comprehensive exam summary for Lecture 3 of ICT Service Management at KU Leuven, covering service delivery management and request handling processes. The document breaks down the service catalog (9 per-service fields), the complete 6-stage BPMN service request handling workflow, services planning with forecasting techniques, and UVL feature models for service variability. Essential study material for exam preparation with clear explanations of cost-capacity relationships, request classification,...

Exam summary for ICT Service Management Lecture 4 at KU Leuven, covering Chapter 15: Financial Management. Topics include IT project cost-benefit analysis (NPV, IRR calculations), the 7-step service cost calculation procedure with resource allocation matrices, and service charge-out principles with the Acme Inc. case study. Essential for exam preparation with must-know formulas, likely exam questions, and practical examples of cost allocation and pricing strategies.

Comprehensive exam summary for Lecture 5 of ICT Service Management at KU Leuven, covering operations management fundamentals. The document details three core topics: resource tracking (CMDB and inventory management), change handling (standard/normal/urgent change flows and Change Committee processes), and event/incident/problem management (the 3-level hierarchy, event types, and handling workflows). Ideal for exam preparation, with clear definitions, process flows, and a quick revision sheet hig...

Comprehensive exam summary for Lecture 6 of ICT Service Management at KU Leuven, covering Quality Management and Service Level Agreements. Topics include service level definitions and structure, SLA contracts, availability and reliability mathematics (MTBF, MTTR, failure rates), the bathtub curve, composite system availability, and SLA violation mitigation strategies. Features worked examples, quick revision formulas, and likely exam questions—ideal for exam preparation and clarifying core con...

Comprehensive exam summary for Lecture 7 of ICT Service Management at KU Leuven, covering the IT-Management and IT-Governance blocks. Topics include supplier management (6 supplier types, 4-level classification, 5-stage lifecycle), human resources management (4 IT function categories, organizational structures), and IT governance frameworks (ISO 38500, COBIT, Weil & Ross). Essential study material with must-know definitions, likely exam questions, and practical classification exercises—structu...

Lecture 8 summary and exam revision sheet for ICT Service Management at KU Leuven, covering a guest lecture on cloud computing from AE consultancy. Topics include the evolution of cloud infrastructure, non-functional requirements (reliability, scalability, availability, security), observability (logging, monitoring, tracing), disaster recovery (RTO/RPO), and cost optimization techniques. Structured with must-know definitions and likely exam questions, making it ideal for exam preparation and und...

Exam summary and guest lecture notes from ICT Service Management at KU Leuven, covering product security in practice with Maxim Baele from Toreon. Topics include the Cyber Resilience Act (CRA), OWASP SAMM framework, secure development lifecycle (SDL), and the 4 essential CRA obligations including secure by design and vulnerability management. Essential preparation material for the comprehensive exam, with clear explanations of how SAMM helps organizations achieve CRA compliance and move beyond p...

Exam summary from Lecture 2 of ICT Service Management at KU Leuven, covering IT as a service, IT services sourcing, and IT management standards. The document breaks down service catalogs and SLAs, compares central/decentral/hybrid/outsourced IT models, explains cloud computing (IaaS/PaaS/SaaS), and outlines key frameworks including ITIL, ISO 20000, COBIT, IT4IT, and CMMI-SVC. Includes likely exam questions and key definitions—perfect for quickly reviewing core concepts and testing your underst...

Comprehensive exam summary for Lecture 1 of ICT Service Management at KU Leuven, covering course introduction and chapters 2-3 on IT in a Business Environment and Information Management frameworks. The document maps all exam content including Porter's value chain, organizational hierarchies, supply chain concepts (bullwhip effect, phantom stockout), information systems domains, and benefit classification with memorizable lists and likely exam questions. Essential study material for the closed...