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IT Systems Management (2010)

by Rich Schiesser

2nd Edition

Prentice Hall; ISBN-10: 0137025068

Test Your Understanding (Chapter 1)

1. In a business case, all associated costs of a new system are itemized and compared to other expected costs in the organization. (True or False)

2. IT professionals frequently offer dollar costs and dollar savings when presenting the benefits of a process improvement. (True or False)

3. A cost occasionally overlooked when implementing a systems management function is:

a. software development

b. desktop hardware

c. software maintenance

d. network connectivity

4. An important step in building a business case is to solicit testimonials from_________.

5. How can a modern IT executive’s technical knowledge be a double-edged sword?

Test Your Understanding (Chapter 2)

1. Newly assigned executives and managers are usually reluctant to reorganize any parts of their new areas of responsibility. (True or False)

2. Size, maturity, and the orientation of a company directly influence how best to organize the IT infrastructure. (True or False)

3. Which of the following is not a factor on which to base a reorganization decision?

a. departmental responsibilities

b. expertise of employees

c. planning orientation

d. infrastructure processes

4. One of the most critical success factors in implementing any of the 12 systems management processes is the person you select as the process_________.

5. What are some of the pros and cons of outsourcing a company’s Service Desk function?

Test Your Understanding (Chapter 3)

1. A skill set is defined as technical familiarity with a particular software product, architecture, or platform. (True or False)

2. Cross-training is typically ineffective as an alternative source of staffing. (True or False)

3. Which of the following is not a component of experience?

a. depth

b. ability

c. variety

d. currency

4. Most newly proposed IT projects begin with a ___________ phase.

5. Describe several of the benefits of cross-training within an IT organization.

Test Your Understanding (Chapter 4)

1. By the start of the 1990s, most users were still not very computer literate. (True or False)

2. Service providers typically need just a small number of key representative customers to serve as a barometer of good customer service. (True or False)

3. Which of the following is not a key element of good customer service?

a. identifying your key customers

b. identifying key complaints of key customers

c. identifying key services of key customers

d. identifying key processes that support key services

4. The decade in which the primary roles of IT and customer service began changing was the ___________.

5. Develop reasons why the adage about the squeaky wheel always getting the grease is either good or bad for high-quality customer service.

Test Your Understanding (Chapter 5)

1. The differences between personal and business ethics are both subtle and far-reaching. (True or False)

2. CIOs play only a very small role in ensuring compliance to the Sarbanes-Oxley Act. (True or False)

3. Corporate business scandals of U.S. companies between 2002 and 2007:

a. were neither civil nor criminal in nature

b. were only civil in nature

c. were only criminal in nature

d. were both civil and criminal in nature

4. The Graham-Leach-Bliley Act regulates the sharing of ___________ .

5. What are some of the advantages and disadvantages of outsourcing?