Question 1

Using one of the 38 IT processes, give an example of the measurement process by listing the process, an associated strategic goal, its critical success factor, and a measurement of its success:

Accepted Answer

The answer of Using one of the 38 IT processes,...

Question 2

List two quantitative and two qualitative IT measurements and what makes them qualitative or quantitative.

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The answer of List two quantitative and two qualitative IT...

Question 3

List and describe one of the seven characteristics of highly effective service level agreements.

Accepted Answer

The answer of List and describe one of the seven...

Question 4

Which of the following best describes the reporting objectives of knowledge and data workers?

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

Question 5

Which of the following best describes the reporting objectives of operational level 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

Question 6

The service quality dimension that pertains to physical evidence of the service, including facilities, personnel appearance, and tools or equipment is best described as__________

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

Question 7

The continuous benchmarking method consists of a total of__________ steps.

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The answer of The continuous benchmarking method consists of a...

Question 8

Service level agreements are not necessary when outsourcing IT functions.

Accepted Answer

A) True 
 B)False

Question 9

The __________method is comprised of seven steps that are measurement, define, prioritize, invest, contract, finance, and deliver an implementation.

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The answer of The __________method is comprised of seven steps...

Question 10

The service quality dimension that pertains to keeping customers informed in language they understand and listening to them is best described as__________

Accepted Answer