Question 1

Which of the following best describes a contract between two interested parties for agreed upon costs and services?

Accepted Answer

A)  CSFs 
B)  performance measurements. 
C)  SLAs 
D)  benchmarking 
A)  CSFs 
B)  performance measurements. 
C)  SLAs 
D)  benchmarking C

Question 2

The "access" dimension of service quality refers to the approachability and ease of contact and convenient hours and location.

Accepted Answer

A) True 
 B)False  True

Question 3

Revenue per IT dollar is considered a qualitative IT measurement.

Accepted Answer

A) True 
 B)False  False

Question 4

Operational managers in IT have the same IT performance reporting objectives as middle managers.

Accepted Answer

A) True 
 B)False

Question 5

The "reliability" dimension of service quality refers to the willingness/readiness of employees to provide service in a timely manner (promptness).

Accepted Answer

A) True 
 B)False

Question 6

__________would be most interested in IT reports describing network response times, system availability, backup measures and maintenance schedules.

Accepted Answer

Operationa

Question 7

Describe a service level agreement "myth" and why it is unfounded.

Accepted Answer

A SLA myth is that service level agreeme

Question 8

Which of the following best describes the reporting objectives of senior managers and executives?

Accepted Answer

A)  Application availability, backup measures, and maintenance schedules 
B)  Which sales locations could not transmit their data 
C)  System availability, locations affected by outages, and patterns of disruption due to outages 
D)  What is IT delivering as compared to the strategic plans of the firm 
A)  Application availability, backup measures, and maintenance schedules 
B)  Which sales locations could not transmit their data 
C)  System availability, locations affected by outages, and patterns of disruption due to outages 
D)  What is IT delivering as compared to the strategic plans of the firm

Question 9

__________would be most interested in IT reports describing what IT is delivering as compared to the strategic plans of the firm.

Accepted Answer

Senior man

Question 10

__________would be most interested in IT reports describing which sales locations could not transmit.

Accepted Answer

Knowledge

Question 11

User satisfaction survey results are considered a qualitative IT measurement.

Accepted Answer

A) True 
 B)False

Question 12

The "competence" dimension of service quality refers to possession of the required skills and knowledge to perform the service.

Accepted Answer

A) True 
 B)False

Question 13

Each of the following is a service level agreement myth except:

Accepted Answer

A)  SLAs will make users happy. 
B)  SLAs are necessary when outsourcing IT functions. 
C)  penalty clauses in a SLA will guarantee service levels. 
D)  service level agreements will result in higher service levels. 
A)  SLAs will make users happy. 
B)  SLAs are necessary when outsourcing IT functions. 
C)  penalty clauses in a SLA will guarantee service levels. 
D)  service level agreements will result in higher service levels.

Question 14

Sales revenue generated by IT initiatives is considered to be a__________ IT measurement.

Accepted Answer

The answer of Sales revenue generated by IT initiatives is...

Question 15

Each of the following is a quantitative IT measure except:

Accepted Answer

A)  expenditures per employee. 
B)  user satisfaction. 
C)  sales revenues generated by IT initiatives. 
D)  costs per MIPS. 
A)  expenditures per employee. 
B)  user satisfaction. 
C)  sales revenues generated by IT initiatives. 
D)  costs per MIPS.

Question 16

Service level agreements should be used with internal business and IT partners as well as__________ .

Accepted Answer

The answer of Service level agreements should be used with...

Question 17

Percent of service level compliance is considered to be a __________IT measurement.

Accepted Answer

The answer of Percent of service level compliance is considered...

Question 18

Which of the following best describes the determinant, or dimension, of service quality that is physical evidence of the service, including facilities, personnel appearance, tools or equipment, etc.?

Accepted Answer

A)  Tangibles 
B)  Access 
C)  Credibility 
D)  Security 
A)  Tangibles 
B)  Access 
C)  Credibility 
D)  Security

Question 19

Average throughput is an example of a service level metric.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following in the 10-step approach to developing measurements is the step that is most likely to be the most time-consuming part of the process?

Accepted Answer

A)  Establish guidelines to measure if, and to what degree, critical success factors are met. 
B)  Obtaining a commitment of resources, time, and cooperation from senior business and IT management. 
C)  Develop a formal strategic plan, mission statements, and goals. 
D)  Perform a complete pilot with the participation of both IT and the business.. 
A)  Establish guidelines to measure if, and to what degree, critical success factors are met. 
B)  Obtaining a commitment of resources, time, and cooperation from senior business and IT management. 
C)  Develop a formal strategic plan, mission statements, and goals. 
D)  Perform a complete pilot with the participation of both IT and the business..

Which of the following best describes a contract between two interested parties for agreed upon costs and services?

The "access" dimension of service quality refers to the approachability and ease of contact and convenient hours and location.

Revenue per IT dollar is considered a qualitative IT measurement.

Operational managers in IT have the same IT performance reporting objectives as middle managers.

The "reliability" dimension of service quality refers to the willingness/readiness of employees to provide service in a timely manner (promptness).

__________would be most interested in IT reports describing network response times, system availability, backup measures and maintenance schedules.

Describe a service level agreement "myth" and why it is unfounded.

Which of the following best describes the reporting objectives of senior managers and executives?

__________would be most interested in IT reports describing what IT is delivering as compared to the strategic plans of the firm.

__________would be most interested in IT reports describing which sales locations could not transmit.

User satisfaction survey results are considered a qualitative IT measurement.

The "competence" dimension of service quality refers to possession of the required skills and knowledge to perform the service.

Each of the following is a service level agreement myth except:

Sales revenue generated by IT initiatives is considered to be a__________ IT measurement.

Each of the following is a quantitative IT measure except:

Service level agreements should be used with internal business and IT partners as well as__________ .

Percent of service level compliance is considered to be a __________IT measurement.

Which of the following best describes the determinant, or dimension, of service quality that is physical evidence of the service, including facilities, personnel appearance, tools or equipment, etc.?

Average throughput is an example of a service level metric.

Which of the following in the 10-step approach to developing measurements is the step that is most likely to be the most time-consuming part of the process?

Introduction

Achieving Strategic Alignment

Assessing Strategic Alignment Maturity

The Role of the Cio

Strategic, Tactical Operational IT Processes

IT Planning

Managing Emerging Technologies

Organizing IT

Human Resource HR Considerations

Managing IT Change

IT Governance

IT-Business Communications

The Value of IT

Filters

Exam 13: Measuring, Reporting, and Controlling

Which of the following best describes a contract between two interested parties for agreed upon costs and services?

The "access" dimension of service quality refers to the approachability and ease of contact and convenient hours and location.

Revenue per IT dollar is considered a qualitative IT measurement.

Operational managers in IT have the same IT performance reporting objectives as middle managers.

The "reliability" dimension of service quality refers to the willingness/readiness of employees to provide service in a timely manner (promptness).

__________would be most interested in IT reports describing network response times, system availability, backup measures and maintenance schedules.

Describe a service level agreement "myth" and why it is unfounded.

Which of the following best describes the reporting objectives of senior managers and executives?

__________would be most interested in IT reports describing what IT is delivering as compared to the strategic plans of the firm.

__________would be most interested in IT reports describing which sales locations could not transmit.

User satisfaction survey results are considered a qualitative IT measurement.

The "competence" dimension of service quality refers to possession of the required skills and knowledge to perform the service.

Each of the following is a service level agreement myth except:

Sales revenue generated by IT initiatives is considered to be a__________ IT measurement.

Each of the following is a quantitative IT measure except:

Service level agreements should be used with internal business and IT partners as well as__________ .

Percent of service level compliance is considered to be a __________IT measurement.

Which of the following best describes the determinant, or dimension, of service quality that is physical evidence of the service, including facilities, personnel appearance, tools or equipment, etc.?

Average throughput is an example of a service level metric.

Which of the following in the 10-step approach to developing measurements is the step that is most likely to be the most time-consuming part of the process?

Introduction

Achieving Strategic Alignment

Assessing Strategic Alignment Maturity

The Role of the Cio

Strategic, Tactical Operational IT Processes

IT Planning

Managing Emerging Technologies

Organizing IT

Human Resource HR Considerations

Managing IT Change

IT Governance

IT-Business Communications

The Value of IT

Filters