ICT Service Management

This individual assignment for COIT 20246 discusses various topics related to ICT service management such as machine learning, AI, cloud services, IPv6, cyber attacks, and software-defined networking. Each week, a different topic is covered and a resource is summarized. The assignment also includes instructions and details about the submission. The subject is ICT Service Management, and the course code is COIT 20246. The college/university is not mentioned.

Running Head: ICT SERVICE MANAGEMENT 0
ICT Service Management
Individual Assignment
Student Name

ICT Service Management 1
COIT 20246 ASSIGNMENT SUBMISSION
Due date: Thursday Week 11 (2PM AEST)
Part: Written Assessment
Weighting: 30% of total assessment.
Submission: Electronic (see course website for details)
Instructions
It will be necessary to use literature/online resources to complete this
assignment, please ensure you cite and reference any such materials using
the Harvard format.
DO NOT copy content directly from either the text or Internet resources: this
assignment is to be in your own words. You will lose marks if you do not
use your own words!
Please complete your assignment using this submission template file,
inserting your responses where indicated.
DO NOT delete the marking criteria page – changes are permitted to the
formatting of other pages including the headers and footers.
Please fill in the following details:
Student Name
Student Number
Tutor’s Name

ICT Service Management 2
Table of Contents
Tasks....................................................................................................................................................... 3
Week 1............................................................................................................................................... 3
For Machine Learning, It's All About GPUs....................................................................3
Week 2............................................................................................................................................... 4
AI and the Operating System............................................................................................... 4
Week 3............................................................................................................................................... 5
How AWS and Azure differ.................................................................................................. 5
Week 4............................................................................................................................................... 6
Examining IPv6 Performance............................................................................................. 6
Week 5............................................................................................................................................... 7
Understanding the latest cyber attack............................................................................7
Week 6............................................................................................................................................... 8
Software-Defined Networking (SDN), What Is It and How Does It Work.........8
Week 7............................................................................................................................................... 9
How High-Risk Legacy Systems are Hurting Your Business..................................9
Week 8............................................................................................................................................ 10
Cambridge Analytica and Facebook: The Scandal and the Fallout So Far......10
Week 9............................................................................................................................................ 11
What’s New in JMeter 5.0?................................................................................................. 11
Week 10......................................................................................................................................... 12
Australian IT project failures spark new ICT governance standard.................12
References:........................................................................................................................................ 13

ICT Service Management 3
Tasks
There are ten (10) tasks, one for each week: the tasks are detailed below. There
is a table to complete for each task. Please fill in the information required.
Note: Each resource summary should be around 200-300 words.
Week 1
The text discusses how Central Processing Units (CPUs) function but is silent
on another processing component of modern computers, the Graphics
Processing Unit (GPU). Find and summarise ONE resource that describes
what a GPU is and how it differs from a CPU. The resource (and your
summary) should discuss at least one non-graphics related use for GPUs.
Title and Reference:
For Machine Learning, It's All About GPUs
Fraenkel, B 2017, For Machine Learning, It's All About GPUs, viewed 26
September 2018,
https://www.forbes.com/sites/forbestechcouncil/2017/12/01/for-machine-
learning-its-all-about-gpus/#4520d7717699
Summary:
This article describes the emergence of Machine learning and Artificial
Intelligence in terms of GPU’s advancement. I chose this article because it
explains the GPU and machine learning in the field of computer systems. It
also highlights the needs of machine learning algorithms for better GPUs.
In the article, the author describes how GPUs have more processing speed as
compared to CPU. CPU cores are managing rendering of a webpage. It also
manages peripherals and enterprise software. GPU core is handling and
optimizing data computations.
In addition to recent development for GPU’s, NVIDIA has biggest GPU chips
provider for the past year. Originally, GPU’s are designed for graphics
processing but now a days it is used for heavy computations at large scale.
In the field of processors, GPU is a new invention for fast processing and
computations. All big companies are following this technology and make it
advanced for future uses. NVIDIA has Tesla V100, in addition to GPU, Google
announced about Tensor Processing Unit (TPU) that uses for their main
services like search, translate, and photos. Finally, Intel also announced
about their new processor “Nervana Neural Processor” that is used for
optimization of neural network computing. The author explains that GPU is a
new technology in the field of process computation.
I found this article useful because it not only highlighted the GPU and CPU
computation it is also made me think about how Machine Learning is useful
for making GPU’s. I also learnt that Machine learning and artificial intelligence
is very useful in the future.

ICT Service Management 4
Week 2
One of the potential next advances in Operating Systems (OSes) will be
Artificial Intelligence (AI) capabilities. Find and summarise ONE resource that
discusses how AI could change the way OSes function and/or interact with
users.
Title and Reference:
AI and the Operating System
Morgante, V 2017, AI and the Operating System, viewed 21 September 2018,
https://towardsdatascience.com/ai-and-the-operating-system-4282edd3a930
Summary:
This article describes the relation of operation system functions and Artificial
Intelligence (AI). I chose this article because it is explains about role of
artificial intelligence in making operating system more power full and useable
for basic need of a person, such as speech recognition system.
In addition to operating system functionality, it is doing many things, such as
multitasking, manage and remember large amount of data. Still some
functions included in the operating system make it more feasible to users,
such as speech reorganization for a particular work. Operating system use
tools and technologies for converting speech to desirable format and apply it
to system. Many common works as well as difficult works are managed by
operating system with help of artificial intelligence and machine learning.
Machine learning makes computation and performance of operating systems
better for such types of work. Machine learning improves many functions of
operating system in the future. Machine learning and Artificial intelligence are
changing in many functions of operating system, which are so helpful to make
easier processing. Operating systems are now so advanced after using
machine-learning algorithms. Deep learning algorithms are so popular for
making operating system advanced.
I found this article useful because it highlighted the use of artificial intelligence
and machine learning in increasing functionality of operating system. It also
explains what functions are currently done by operating system.

ICT Service Management 5
Week 3
The text discusses how Netflix uses Amazon Web Services (AWS) as a Cloud
Service Provider (CSP) for Infrastructure as a Service (IaaS). Find and
summarise ONE resource that describes ONE other commercial IaaS
provider that is NOT Google. The resource and your summary should
describe how the IaaS differs from AWS.
Title and Reference:
How AWS and Azure differ
Leoni, K 2016, How AWS and Azure differ, viewed 26 September 2018,
https://blog.heroix.com/blog/how-aws-and-azure-differ
Summary:
This article provides differences between two Infrastructures-as-a-services
(IaaS). One is Amazon Web Services (AWS), and second is Azure.
In the article, discuss about AWS and Microsoft Azure.
AWS is an open source tool and it is based on Linux. Basic two things make
AWS better are it is a large source of open source tools and it is capable to
set infrastructure as a service as well as platform as a service also. AWS is
now targeting the windows environment with the help of EC2 and active
directory integration.
Microsoft was late in the field of cloud computing services. Microsoft has an
advantage of using windows system by maximum internet users. Azure
provides strengths to Microsoft on the behalf of optimized and integrated
ecosystem. Azure is targeting those enterprises, which are already connected
with Microsoft.
Both are providing same services but on different platforms. AWS is covered
all open sources market. Some key differences between AWS and Azure are
based on the web services, management, hybrid infrastructure, open source,
and pricing of the product.
Azure is more customized comparatively from AWS and it is an advantage for
different enterprises.
I found this article useful because it provides detailed description about AWS
and Azure and differentiating between both technologies.

ICT Service Management 6
Week 4
IPv4 is discussed in the text, yet the emerging IPv6 protocol is only mentioned
briefly. Find and summarise ONE resource that describes the IPv6 protocol.
The resource and your summary should describe how IPv6 differs from IPv4.
Title and Reference:
Examining IPv6 Performance
Huston, G 2018, Examining IPv6 Performance, viewed 21 September 2018,
https://blog.apnic.net/2015/11/24/examining-ipv6-performance/
Summary:
This article describes the IPv6 performance and difference between IPv4 and
IPv6 in the aspect of connection losses. I chose this article because it
describe in details about IPv6 performance in different cases with respect to
IPv4. Internet protocol is used for sending packets to the network. IPv4 is
currently used and it is so good at a level, but IPv6 provide many features
better than IPv4.
In the article, IPv6 is a protocol that is more reliable over IPv4. Reliability is
the first thing in the network that means data should be reached to
destination. Second is the round trip time. Routing of a packet is a main role in
the time taken by any packet in the network. If any packet has less header
than it will take less time and it is also depending on the fragmentation also.
In addition, measurement of performance of IPv6 is based on the data
collected from nodes. There is a measure point to measure performance of a
protocol that is connection failure. IPv6 has less connection failure
comparative to IPv4.
I found this article useful because it explains about differences of IPv6 and
IPv4 in details based on performance measurement. It also explains about
positively and negatively effects of IPv6 in the future.

ICT Service Management 7
Week 5
WannaCry and NotPetya were two of the most significant malware attacks of
2017. Find and summarise ONE resource that describes how ONE of these
pieces of malware work. Note that the resource should focus on ONE of
these, NOT both.
Title and Reference:
Understanding the latest cyber attack
Yao, P 2018, Understanding the latest cyber-attack, viewed 21 September
2018, http://info.optigo.net/blog/understanding-notpetya-latest-cyberattack
Summary:
This article describes about the NotPetya attacks in 2017. I chose this article
because it includes many details about WannaCry and NotPetya ransomware.
In this article, as per author, NotPetya is not a malware; it is a mix of many
types of malware tools. It was similar to Petya. In the case of NotPetya, it
accesses the files of different computer system of a network and infects all
files with the help of an infected code. After that, they were demanding
ransom in term of bitcoin.
First time it hacked a tax software program. Email phishing is also used for
this attack.
In addition, there are so many ways to secure systems from this type of
attacks, such as always backup of your system files, always installed patched
files in systems, and always alert for cyber-attacks.
Companies already encrypt the data so if anyone try to encrypt that data it will
be not possible to them. Access controls also helpful for protecting data
wherever it lives.
I found this article useful because it explain about NotPetya malware and
WannaCry ransomware and how safe data from these types of attacks. It is
also provide useful information to safe data from these types of attacks in the
future.

ICT Service Management 8
Week 6
OpenFlow is a protocol that enables Software-Defined Networking (SDN).
Find and summarise ONE resource that describes how OpenFlow works
and/or how it enables SDN.
Title and Reference:
Software-Defined Networking (SDN), What Is It and How Does It Work
Stibbards, A 2013, Software-Defined Networking (SDN), What Is It and How
Does It Work, viewed 21 September 2018,
https://www.sunsetlearning.com/training-resources/sli-blogs/software-defined-
networking-sdn-work/
Summary:
This article is described about Software-Defined Networking (SDN)
architecture. I chose this source because it provides information about SDN
as well as about its connectivity with OpenFlow.
SDN is used to handle traffic in the network by using control plane. Network
operating system is behaving like control plane. Administrator is controlling
traffic with help of OpenFlow protocol.
OpenFlow protocol gathered information from different devices and according
to that manage traffic with the help of softwares.
SDN is divides the flow of data and control functions of network devices, such
as switch, hub, routers, Layer -3 switches, and packet switches with an
application programming interfaces (referred as API’s) between the different
networks. This is used in huge enterprise networks for controlling both data
and control functions.
Data flow is increasing day by day so managing all these things use Server
virtualization. It makes possible to partition a single system into multiple,
autonomous systems. It is a central system in dealing with big data
applications and in implementing cloud services. SDN architecture has a
central controller, which perform many difficult functions, including security
attacks, routing algorithms, network policy declaration, and naming.
SDN domains provide scalability, privacy and incremental deployment. The
SDN controllers implemented in different ways, first it is require an identical
logical switch function and second, it needs a safe and a standard protocol
between network devices and SDN controller.
I found this article useful for learning of SDN architecture and networking
fundamentals for future use.

ICT Service Management 9
Week 7
Historically, organisations have been able to improve business processes by
implementing Information Systems. However, as these systems age they can
negatively impact on organisational agility and can ultimately prove
problematic. Such systems are broadly referred to as Legacy Systems. Find
and summarise ONE resource that discusses the impacts of legacy systems
on organisations. The resource and your summary should clearly identify
problems with maintaining legacy systems.
Title and Reference:
How High-Risk Legacy Systems are Hurting Your Business
Globalscape, 2018, How High-Risk Legacy Systems are Hurting Your
Business, viewed 26 September 2018,
https://www.globalscape.com/blog/how-high-risk-legacy-systems-are-hurting-
your-business
Summary:
This article describes about the High-risk legacy systems and how legacy
system hurting business. I chose this article because it explains how legacy
systems are barrier to business betterment of organizations.
In the article, the author describes about boosting of annual revenue from the
uses of IT systems.
In addition to IT systems, many of organization start modernization, which
directly shows in growth rate of company.
Legacy systems are having out-dated IT infrastructure. Therefore, they are
not providing productivity, security, and reliability as compare to IT
Infrastructure.
There are many advantages of digital transformation, such as new platform
for data storage, security level is increase, which is highly required now a
days. There are so many issues are related to legacy technologies, such as
obsolete technology, inaccurate, unreliable system, and lack of
documentation, not support to new patches.
There are lot of issues in legacy system and they directly affect business of an
organization. In case of digital transformation era, legacy systems do not
compete, their competitor with their legacy systems. It is so difficult to survive
in market with old technologies and systems.
I found this article useful because it explains advantages of IT modernization
over the legacy systems.

ICT Service Management 10
Week 8
With the advent of mass data collection and storage has come the use of
these datasets for data mining and analysis. Recently, Cambridge Analytica
and Facebook have come under intense scrutiny for their use of user data,
allegedly in order to influence the US 2016 election. Find and summarise
ONE resource that describes what Cambridge Analytica did and why their
services were so controversial.
Title and Reference:
Cambridge Analytica and Facebook: The Scandal and the Fallout So Far
Ingram, D 2018, Factbox: Who is Cambridge Analytica and what did it do?,
viewed 21 September 2018, https://www.reuters.com/article/us-facebook-
cambridge-analytica-factbox/factbox-who-is-cambridge-analytica-and-what-did-
it-do-idUSKBN1GW07F
Summary:
This article describes about the scandal of personal data uses without
permission. I chose this article because it provides enough details about US
election 2016 campaigns.
Cambridge Analytica is a British data analytics firm. It is centre of controversy
in the campaign of US 2016. Cambridge Analytica was facing a search of their
office, and questions from government authorities of united states.
It is an offshoot of SCL group. SCL group is a military contractor.
In the article, the author describes about link of Cambridge Analytica with US
election 2016. Cambridge suspended chief executive Mr. Alexander Nix, after
a video released by a British television channel in which he accepted that the
company had used bribery and seduction to influence elections.
After Trump won in the US election held in 2016, Alexander Nix, CEO of
Cambridge Analytica went to more clients. They design psychological profiles
for customers and voters. It was for research purpose according to Facebook.
They lacked 50 million Facebook users’ personal data.
After this incident, Facebook also changed their privacy settings to share their
data. They provide controls to user for sharing information.
I found this article useful because it provides all details about roll of
Cambridge Analytica in the US election held in 2016, which is related to
Trump campaigns.

ICT Service Management 11
Week 9
Load (or performance) testing is a critical step in the information systems
development process. The purpose of this testing is to simulate the peak
expected load on a system to ensure both hardware and software can operate
effectively and meet key metrics. To do this, specialised performance testing
tools are used. Find and summarise ONE resource that describes ONE such
tool. The resource (and your summary) should include information on the
principle uses and features of the tool.
Title and Reference:
What’s New in JMeter 5.0?
Fedorov, A 2018, What’s New in JMeter 5.0?, viewed 26 September 2018,
https://www.blazemeter.com/blog/what-is-new-jmeter-5
Summary:
This article describes about the new JMeter 5.0 and major changes in JMeter.
I chose this article because it describes impactful changes in JMeter.
In JMeter 5.0, many changes occurred, such as HTTP request changes,
search methods, flow action control, easy way for threadGroupName, and
result tree.
In previous version of JMeter, HTTP request method is reset from SSL state.
HTTP state depends on the SSL state and connection certificates. In JMeter
5.0, TCP connection has less round trip time and it save time and traffic in the
network.
This version is supporting two kinds of request from user, such as GET,
POST, and PUT. It is also remove different bugs from website, such as bug
62248, bug 43612.
It supports multipart requests for sending files for PUT and DELETE. Previous
version was supported only POST approach.
In addition to the previous version of JMeter, it easily handled JSON format
with the help of application server for communicating.
JMeter also improve user interface and it is so useful for users to request and
response different thread in a single time.
I found this article useful because it describes about new features of JMeter
5.0 and it is a provide advance facilities, such as remove bugs, request and
response, and others.

ICT Service Management 12
Week 10
While information systems and technology deliver many benefits to society,
there is a high incidence of failure in attempting to implement them. These
IS/IT implementation project failures frequently result in substantial financial
losses. Find and summarise ONE resource that describes ONE example of an
Australian IT/IS project that has failed. Note that the resource should focus
on ONE single example and it and your summary should clearly explain the
cause(s) of the failure.
Title and Reference:
Australian IT project failures spark new ICT governance standard
Clarke, T 2014, Australian IT project failures spark new ICT governance
standard, viewed 21 September 2018,
https://www.smh.com.au/technology/australian-it-project-failures-spark-new-
ict-governance-standard-20140113-hv88k.html
Summary:
In this resource, describe about Australian IT project failures. This resource
also explains about new ICT governance standards. I chose this article
because it provides reasons of Queensland Health Department Payroll
system failures.
According to Dr. Bronwyn Evans, boards and senior business executives are
responsible for failures of IT project. There are lot of reasons for IT project
failure but overall governance of the organization was responsible for it.
There are lot of examples of IT projects failures due to lack of budgets and
deadlines. Queensland health department pay four times of original payment
of that project. They are failed in calculation of requirement analysis.
In 2010, new standards are set to acquire cloud services with the proper
guidance. They make new governance framework for success of a project.
Leadership is also requiring at high level to take responsibility of success of
project.
IT projects fails in 65 to 85 precent cases to fulfil their objectives. Only 70
precent IT projects is successful in the last stage, rest of the 30 % projects are
cancelled due to deadline and budgets issues with the vendors.
I found this article useful for future big IT projects, they can learn from this
type of disasters in the field of IT industry. This resource is also providing data
for IT projects successes and failures in term of percentage bases.

ICT Service Management 13
References:
Auster, M 2013, OpenFlow-enabled, viewed 21 September 2018,
https://www.opennetworking.org/wp-content/uploads/2013/05/sb-of-enabled-
transport-sdn.pdf
Clarke, T 2018, Australian IT project failures spark new ICT governance
standard, viewed 21 September 2018,
https://www.smh.com.au/technology/australian-it-project-failures-spark-new-
ict-governance-standard-20140113-hv88k.html
Confessore, N 2018, Cambridge Analytica and Facebook: The Scandal and
the Fallout So Far, viewed 21 September 2018,
https://www.nytimes.com/2018/04/04/us/politics/cambridge-analytica-scandal-
fallout.html
Fedorov, A 2018, What’s New in JMeter 5.0?, viewed 26 September 2018,
https://www.blazemeter.com/blog/what-is-new-jmeter-5
Fraenkel, B 2017, For Machine Learning, It's All About GPUs, viewed 26
September 2018,
https://www.forbes.com/sites/forbestechcouncil/2017/12/01/for-machine-
learning-its-all-about-gpus/#4520d7717699
Globalscape, 2017, How High-Risk Legacy Systems are Hurting Your
Business, viewed 21 September 2018,
https://www.globalscape.com/blog/how-high-risk-legacy-systems-are-hurting-
your-business
Huston, G 2018, Examining IPv6 Performance, viewed 21 September 2018,
https://blog.apnic.net/2015/11/24/examining-ipv6-performance/
Ingram, D 2018, Factbox: Who is Cambridge Analytica and what did it do?,
viewed 21 September 2018, https://www.reuters.com/article/us-facebook-
cambridge-analytica-factbox/factbox-who-is-cambridge-analytica-and-what-
did-it-do-idUSKBN1GW07F
Ismail, N 2017, Legacy technology is biggest barrier to digital transformation,
viewed 21 September 2018, https://www.information-age.com/legacy-barrier-
digital-transformation-123465151/
Leoni, K 2016, How AWS and Azure differ, viewed 26 September 2018,
https://blog.heroix.com/blog/how-aws-and-azure-differ
Manongdo, R 2018, Queensland Health Payroll System - a case study on
Business Process Management and application Enterprise Integration, viewed
21 September 2018,
http://www.academia.edu/8096282/Queensland_Health_Payroll_System_-
_a_case_study_on_Business_Process_Management_and_application_Enter
prise_Integration

ICT Service Management 14
Morgante, V 2017, AI and the Operating System, viewed 21 September 2018,
https://towardsdatascience.com/ai-and-the-operating-system-4282edd3a930
Ophir, P 2014, Is JMeter a Viable Open Source Alternative to LoadRunner?,
viewed 21 September 2018, https://www.blazemeter.com/blog/jmeter-viable-
open-source-alternative-loadrunner
Peter, 2016, AWS vs Azure in 2017: IaaS Similarities and Differences, viewed
26 September 2018, https://community.spiceworks.com/cloud/articles/2496-
aws-vs-azure-in-2017-iaas-similarities-and-differences
Provin, C 2018, WannaCry & NotPetya Ransomware Attacks – One Year
Later, viewed 21 September 2018,
https://blog.thalesesecurity.com/2018/05/01/wannacry-notpetya-ransomware-
attacks-one-year-later/
Sabarinath, 2018, IPv4 vs IPv6: What is the difference between IPv4 and
IPv6,viewed 21 Sepetember 2018, https://techlog360.com/ipv4-vs-ipv6/
Stibbards, A 2013, Software-Defined Networking (SDN), What Is It and How
Does It Work, viewed 21 September 2018,
https://www.sunsetlearning.com/training-resources/sli-blogs/software-defined-
networking-sdn-work/
Yao, P 2018, Understanding the latest cyber-attack, viewed 21 September
2018, http://info.optigo.net/blog/understanding-notpetya-latest-cyberattack

ICT Service Management 15
MARKING SHEET - DO NOT DELETE
Criteria
0 No Response
<=1 Poor resource selection; resource is too broad or lacks relevance to the
task; summary fails to explain what the resource was about; the relevance
and/or usefulness of the resource has not been explained.
<=2 Good resource selection; resource is relevant to the task; summary is
adequate but may require either more detail or is too long; the relevance
and/or usefulness of the resource has been explained to some extent, but
needs additional information.
<=3 Excellent resource selection; resource is highly relevant to the task (the
resource is probably highly specialised); summary is detailed yet concise;
the relevance and usefulness of the resource selection has been clearly
explained.
Key
Deductions
-3
-2
-1
Link URL to resource not provided / does not work OR
Reference/URL provided does not link to resource (and resource cannot
be located or determined from details provided) OR
Reference/URL provided does not relate to the summary (i.e. summary is
not of resource content / contains content not contained in the resource)
Resource is generic AND/OR covers multiple technologies/examples
rather than focuses on a single technology/example
Resource not referenced correctly/not in Harvard format
Week Marks Awarded
1
2
3
4
5
6
7
8
9
10
TOTAL
Comments: