Question 1

The ____ is responsible for assigning maintenance tasks to individuals or to a maintenance team.

Accepted Answer

A)  user 
B)  programmer 
C)  systems review committee 
D)  system administrator 
A)  user 
B)  programmer 
C)  systems review committee 
D)  system administrator D

Question 2

The procedure for minor adaptive maintenance is similar to routine corrective maintenance.

Accepted Answer

A) True 
 B)False  True

Question 3

List at least eight different tasks a help desk staff member might have to perform during a typical day.

Accepted Answer

•Show a user how to create a data query or report that displays specific business information
•Resolve network access or password problems
•Demonstrate an advanced feature of a system or a commercial package
•Help a user recover damaged data
•Offer tips for better operation
•Explain an undocumented software feature
•Show a user how to use Web conferencing
•Explain how to access the company's intranet or the Internet
•Assist a user in developing a simple database to track time spent on various projects
•answer questions about software licensing and upgrades
•Provide information about system specifications and the cost of new hardware or software
•Recommend a system solution that integrates data from different locations to solve a business problem
•Provide hardware support by installing or reconfiguring devices such as scanners, printers, network cards, wireless devices, optical drives, backup devices, and multimedia systems
•Show users how to maintain data consistency and integrity among a desktop computer, a notebook computer, and a handheld computer or smart phone
•Troubleshoot software issues via remote control utilities

Question 4

The main objective of user training is to show users how to become help desk staff members.

Accepted Answer

A) True 
 B)False

Question 5

____ expenses vary significantly during a system's operational life and include spending to support maintenance activities.

Accepted Answer

A)  Preventive 
B)  Maintenance 
C)  Corrective 
D)  Adaptive 
A)  Preventive 
B)  Maintenance 
C)  Corrective 
D)  Adaptive

Question 6

Newly hired and recently promoted IT staff members often are assigned to maintenance projects because their managers believe that maintenance work offers a valuable learning experience.

Accepted Answer

A) True 
 B)False

Question 7

-As shown in the accompanying figure, ____________________ maintenance is a type of maintenance that adds new capability and enhancements.

Accepted Answer

The answer of  
-As shown in the accompanying figure,...

Question 8

When analysts learn different skills, the organization is more versatile and people can shift to meeting changing business needs.

Accepted Answer

A) True 
 B)False

Question 9

When a maintenance release methodology is used, each change is documented and installed as a new version of the system called a(n) ____________________.

Accepted Answer

The answer of When a maintenance release methodology is used,...

Question 10

Response time is affected by the____.

Accepted Answer

A)  system design 
B)  capabilities 
C)  system vulnerabilities 
D)  processing methods 
A)  system design 
B)  capabilities 
C)  system vulnerabilities 
D)  processing methods

Question 11

A(n) ____________________ is a separate IT location, which might be in another state or even another country, that can support critical business systems in the event of a power outage, system crash, or physical catastrophe.

Accepted Answer

The answer of A(n) ____________________ is a separate IT location,...

Question 12

In most organizations, ____ IT department effort goes into supporting existing systems and making them more valuable to users.

Accepted Answer

A)  no 
B)  less than half of all 
C)  more than half of all 
D)  all 
A)  no 
B)  less than half of all 
C)  more than half of all 
D)  all

Question 13

Successful, robust systems often need the most support because users want to learn the features, try all the capabilities, and discover how the system can help them perform their business functions.

Accepted Answer

A) True 
 B)False

Question 14

Adaptive maintenance ____.

Accepted Answer

A)  adds enhancements to an operational system and makes the system easier to use 
B)  diagnoses and corrects errors in an operational system 
C)  involves changing an operational system to make it more efficient, reliable, or maintainable 
D)  requires analysis of areas where trouble is likely to occur in order to avoid problems 
A)  adds enhancements to an operational system and makes the system easier to use 
B)  diagnoses and corrects errors in an operational system 
C)  involves changing an operational system to make it more efficient, reliable, or maintainable 
D)  requires analysis of areas where trouble is likely to occur in order to avoid problems

Question 15

Possible disadvantages of rotating IT staff from maintenance to new systems groups include ____.

Accepted Answer

A)  analysts learn only one skill and the organization is less versatile 
B)  overhead costs increase when people move from one job to another 
C)  systems analysts have less opportunity to become skilled at any one job 
D)  some analysts must spend a substantial amount of time in a job that is less desirable to them personally 
A)  analysts learn only one skill and the organization is less versatile 
B)  overhead costs increase when people move from one job to another 
C)  systems analysts have less opportunity to become skilled at any one job 
D)  some analysts must spend a substantial amount of time in a job that is less desirable to them personally

Question 16

____ means examining the whole in order to learn about the individual elements.

Accepted Answer

A)  Synthesis 
B)  Risk management 
C)  Analysis 
D)  Risk identification 
A)  Synthesis 
B)  Risk management 
C)  Analysis 
D)  Risk identification

Question 17

When planning capacity, detailed information is needed about ____.

Accepted Answer

A)  the number of transactions and the number of queries 
B)  the number of threats and critical risks posed to a system 
C)  the number, type, and size of all generated reports 
D)  the daily, weekly, or monthly transaction patterns 
A)  the number of transactions and the number of queries 
B)  the number of threats and critical risks posed to a system 
C)  the number, type, and size of all generated reports 
D)  the daily, weekly, or monthly transaction patterns

Question 18

To measure system performance, companies use ____ testing, which uses a set of standard tests on one system to compare its performance and capacity to that of other systems.

Accepted Answer

A)  metric 
B)  benchmark 
C)  threat 
D)  allocation 
A)  metric 
B)  benchmark 
C)  threat 
D)  allocation

Question 19

____ also can be used to measure the quality of IT support or services by measuring the time from a user request for help to the resolution of the problem.

Accepted Answer

A)  Bandwidth 
B)  Turnaround time 
C)  Throughput 
D)  Response time 
A)  Bandwidth 
B)  Turnaround time 
C)  Throughput 
D)  Response time

Question 20

The ____ is the configuration of a system documented at the beginning of the project and consists of all necessary system requirements and design constraints.

Accepted Answer

A)  functional baseline 
B)  operational baseline 
C)  allocated baseline 
D)  product baseline 
A)  functional baseline 
B)  operational baseline 
C)  allocated baseline 
D)  product baseline

The ____ is responsible for assigning maintenance tasks to individuals or to a maintenance team.

The procedure for minor adaptive maintenance is similar to routine corrective maintenance.

List at least eight different tasks a help desk staff member might have to perform during a typical day.

The main objective of user training is to show users how to become help desk staff members.

____ expenses vary significantly during a system's operational life and include spending to support maintenance activities.

Newly hired and recently promoted IT staff members often are assigned to maintenance projects because their managers believe that maintenance work offers a valuable learning experience.

-As shown in the accompanying figure, ____________________ maintenance is a type of maintenance that adds new capability and enhancements.

When analysts learn different skills, the organization is more versatile and people can shift to meeting changing business needs.

When a maintenance release methodology is used, each change is documented and installed as a new version of the system called a(n) ____________________.

Response time is affected by the____.

A(n) ____________________ is a separate IT location, which might be in another state or even another country, that can support critical business systems in the event of a power outage, system crash, or physical catastrophe.

In most organizations, ____ IT department effort goes into supporting existing systems and making them more valuable to users.

Successful, robust systems often need the most support because users want to learn the features, try all the capabilities, and discover how the system can help them perform their business functions.

Adaptive maintenance ____.

Possible disadvantages of rotating IT staff from maintenance to new systems groups include ____.

____ means examining the whole in order to learn about the individual elements.

When planning capacity, detailed information is needed about ____.

To measure system performance, companies use ____ testing, which uses a set of standard tests on one system to compare its performance and capacity to that of other systems.

____ also can be used to measure the quality of IT support or services by measuring the time from a user request for help to the resolution of the problem.

The ____ is the configuration of a system documented at the beginning of the project and consists of all necessary system requirements and design constraints.

Introduction to Systems Analysis and Design

Analyzing the Business Case

Managing Systems Projects

Requirements Modeling

Data and Process Modeling

Object Modeling

Development Strategies

User Interface Design

Data Design

System Architecture

Managing Systems Implementation

Communication Tools

CASE Tools

Financial Analysis Tools

Internet Resource Tools

Filters

Exam 12: Managing Systems Support and Security

The ____ is responsible for assigning maintenance tasks to individuals or to a maintenance team.

The procedure for minor adaptive maintenance is similar to routine corrective maintenance.

List at least eight different tasks a help desk staff member might have to perform during a typical day.

The main objective of user training is to show users how to become help desk staff members.

____ expenses vary significantly during a system's operational life and include spending to support maintenance activities.

Newly hired and recently promoted IT staff members often are assigned to maintenance projects because their managers believe that maintenance work offers a valuable learning experience.

-As shown in the accompanying figure, ____________________ maintenance is a type of maintenance that adds new capability and enhancements.

When analysts learn different skills, the organization is more versatile and people can shift to meeting changing business needs.

When a maintenance release methodology is used, each change is documented and installed as a new version of the system called a(n) ____________________.

Response time is affected by the____.

A(n) ____________________ is a separate IT location, which might be in another state or even another country, that can support critical business systems in the event of a power outage, system crash, or physical catastrophe.

In most organizations, ____ IT department effort goes into supporting existing systems and making them more valuable to users.

Successful, robust systems often need the most support because users want to learn the features, try all the capabilities, and discover how the system can help them perform their business functions.

Adaptive maintenance ____.

Possible disadvantages of rotating IT staff from maintenance to new systems groups include ____.

____ means examining the whole in order to learn about the individual elements.

When planning capacity, detailed information is needed about ____.

To measure system performance, companies use ____ testing, which uses a set of standard tests on one system to compare its performance and capacity to that of other systems.

____ also can be used to measure the quality of IT support or services by measuring the time from a user request for help to the resolution of the problem.

The ____ is the configuration of a system documented at the beginning of the project and consists of all necessary system requirements and design constraints.

Introduction to Systems Analysis and Design

Analyzing the Business Case

Managing Systems Projects

Requirements Modeling

Data and Process Modeling

Object Modeling

Development Strategies

User Interface Design

Data Design

System Architecture

Managing Systems Implementation

Communication Tools

CASE Tools

Financial Analysis Tools

Internet Resource Tools

Filters