Question 1

Benchmarks are a necessary part of the IT measurement process.

Accepted Answer

A) True 
 B)False

Question 2

Measurements are often best when they can forecast trends.

Accepted Answer

A) True 
 B)False

Question 3

A characteristic of an effective service level agreement is for it to be based on historical expectations.

Accepted Answer

A) True 
 B)False

Question 4

The first step in the benchmarking process is to recalibrate existing benchmarks.

Accepted Answer

A) True 
 B)False

Question 5

"Penalty clauses in a service level agreement will guarantee service levels" is an example of
a(n)__________

Accepted Answer

service le

Question 6

Every IT process has one or more reporting objectives. Explain some of the reporting

Accepted Answer

objectives of operational managers in IT

Question 7

Each of the following is a common method for performance measurement except:

Accepted Answer

A)  benchmarking. 
B)  sensitivity analysis. 
C)  satisfaction surveys. 
D)  trend analysis. 
A)  benchmarking. 
B)  sensitivity analysis. 
C)  satisfaction surveys. 
D)  trend analysis.

Question 8

Which of the following best describes the reporting objectives of middle managers?

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

Each of the 38 IT processes should have a defined IT performance measurement plan.

Accepted Answer

A) True 
 B)False

Question 10

The service quality dimension that pertains to politeness, respect, consideration, and friendliness of contact personnel is best described as__________

Accepted Answer

The answer of The service quality dimension that pertains to...

Question 11

Each of the following is one of the best characteristics of effective service level agreements (SLAs) except:

Accepted Answer

A)  agreements are adjusted periodically. 
B)  agreements are defined by location, function, and service type. 
C)  agreements specify minimums, penalties, and incentives. 
D)  agreements are based on historical occurrences. 
A)  agreements are adjusted periodically. 
B)  agreements are defined by location, function, and service type. 
C)  agreements specify minimums, penalties, and incentives. 
D)  agreements are based on historical occurrences.

Question 12

Each of the following is a primary area that needs to be established for all service level agreements except:

Accepted Answer

A)  tools. 
B)  expectations. 
C)  renewal/renegotiation. 
D)  measurements. 
A)  tools. 
B)  expectations. 
C)  renewal/renegotiation. 
D)  measurements.

Question 13

Each of the following are determinants, or dimensions, of service quality except:

Accepted Answer

A)  reliability. 
B)  cost. 
C)  responsiveness. 
D)  competence. 
A)  reliability. 
B)  cost. 
C)  responsiveness. 
D)  competence.

Question 14

__________are necessary because they are important indicators and milestones and often service as beginning points for the measurement process.

Accepted Answer

The answer of __________are necessary because they are important indicators...

Question 15

The IT process of "data planning," with a strategic goal to facilitate reuse, a critical success factor to create common models, and a measurement of number of common objects, is an example of the__________

Accepted Answer

The answer of The IT process of "data planning," with...

Question 16

Each of the following is a qualitative IT measurement, requiring interpretation, except:

Accepted Answer

A)  user service level agreements. 
B)  user satisfaction survey of applications. 
C)  IT yield. 
D)  return on investment by project. 
A)  user service level agreements. 
B)  user satisfaction survey of applications. 
C)  IT yield. 
D)  return on investment by project.

Question 17

A(n)__________ best describes a contract between two interested parties for
agreed upon costs and services.

Accepted Answer

service le

Question 18

A characteristic of an effective service level agreement is that it should use benchmarks.

Accepted Answer

A) True 
 B)False

Question 19

Service level agreements will result in higher service levels.

Accepted Answer

A) True 
 B)False

Question 20

Each of the following is a step in the 10-step approach to developing measurements except:

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)  implement a customer satisfaction measurement process. 
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)  implement a customer satisfaction measurement process.

Benchmarks are a necessary part of the IT measurement process.

Measurements are often best when they can forecast trends.

A characteristic of an effective service level agreement is for it to be based on historical expectations.

The first step in the benchmarking process is to recalibrate existing benchmarks.

"Penalty clauses in a service level agreement will guarantee service levels" is an example of a(n)__________

Every IT process has one or more reporting objectives. Explain some of the reporting

Each of the following is a common method for performance measurement except:

Which of the following best describes the reporting objectives of middle managers?

Each of the 38 IT processes should have a defined IT performance measurement plan.

The service quality dimension that pertains to politeness, respect, consideration, and friendliness of contact personnel is best described as__________

Each of the following is one of the best characteristics of effective service level agreements (SLAs) except:

Each of the following is a primary area that needs to be established for all service level agreements except:

Each of the following are determinants, or dimensions, of service quality except:

__________are necessary because they are important indicators and milestones and often service as beginning points for the measurement process.

The IT process of "data planning," with a strategic goal to facilitate reuse, a critical success factor to create common models, and a measurement of number of common objects, is an example of the__________

Each of the following is a qualitative IT measurement, requiring interpretation, except:

A(n)__________ best describes a contract between two interested parties for agreed upon costs and services.

A characteristic of an effective service level agreement is that it should use benchmarks.

Service level agreements will result in higher service levels.

Each of the following is a step in the 10-step approach to developing measurements except:

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

Benchmarks are a necessary part of the IT measurement process.

Measurements are often best when they can forecast trends.

A characteristic of an effective service level agreement is for it to be based on historical expectations.

The first step in the benchmarking process is to recalibrate existing benchmarks.

"Penalty clauses in a service level agreement will guarantee service levels" is an example of a(n)__________

Every IT process has one or more reporting objectives. Explain some of the reporting

Each of the following is a common method for performance measurement except:

Which of the following best describes the reporting objectives of middle managers?

Each of the 38 IT processes should have a defined IT performance measurement plan.

The service quality dimension that pertains to politeness, respect, consideration, and friendliness of contact personnel is best described as__________

Each of the following is one of the best characteristics of effective service level agreements (SLAs) except:

Each of the following is a primary area that needs to be established for all service level agreements except:

Each of the following are determinants, or dimensions, of service quality except:

__________are necessary because they are important indicators and milestones and often service as beginning points for the measurement process.

The IT process of "data planning," with a strategic goal to facilitate reuse, a critical success factor to create common models, and a measurement of number of common objects, is an example of the__________

Each of the following is a qualitative IT measurement, requiring interpretation, except:

A(n)__________ best describes a contract between two interested parties for agreed upon costs and services.

A characteristic of an effective service level agreement is that it should use benchmarks.

Service level agreements will result in higher service levels.

Each of the following is a step in the 10-step approach to developing measurements except:

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