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This chapter is from the book


  1. What is operations? What are its major areas of responsibilities?
  2. How does operations in distributed computing differ from traditional desktop support or enterprise client–server support?
  3. Describe the service life cycle as it relates to a service you have experience with.
  4. Section 7.1.2 discusses the change-instability cycle. Draw a series of graphs where the x-axis is time and the y-axis is the measure of stability. Each graph should represent two months of project time.

    Each Monday, a major software release that introduces instability (9 bugs) is rolled out. On Tuesday through Friday, the team has an opportunity to roll out a “bug-fix” release, each of which fixes three bugs. Graph these scenarios:

    1. No bug-fix releases
    2. Two bug-fix releases after every major release
    3. Three bug-fix releases after every major release
    4. Four bug-fix releases after every major release
    5. No bug-fix release after odd releases, five bug-fix releases after even releases
  5. What do you observe about the graphs from Exercise 4?
  6. For a service you provide or have experience with, who are the stakeholders? Which interactions did you or your team have with them?
  7. What are some of the ways operations work can be organized? How does this compare to how your current team is organized?
  8. For a service you are involved with, give examples of work whose source is life-cycle management, interacting with stakeholders, and process improvement and automation.
  9. For a service you are involved with, give examples of emergency issues, normal requests, and project work.
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