Deck 13: Measuring, Reporting, and Controlling

Question 1

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

Answer 1

True

Question 2

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

Answer 2

False

Question 3

Measurements are often best when they can forecast trends.

Answer 3

True

Question 4

Service level agreements are not necessary when outsourcing IT functions.

Question 5

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

Question 6

Revenue per IT dollar is considered a qualitative IT measurement.

Question 7

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?

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..

Question 8

Service level agreements will result in higher service levels.

Question 9

Each of the following is a quantitative IT measure except:

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

Question 10

User satisfaction survey results are considered a qualitative IT measurement.

Question 11

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

Question 12

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

Question 13

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

Question 14

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

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

Question 15

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

Question 16

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

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.

Question 17

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

Question 18

Benchmarks are a necessary part of the IT measurement process.

Question 19

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

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

Question 20

Average throughput is an example of a service level metric.

Question 21

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

Question 22

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

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 23

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

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 24

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

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 25

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

Question 26

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

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

Question 27

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

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

Question 28

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

Question 29

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__________

Question 30

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

Question 31

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

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 32

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

Question 33

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

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 34

The continuous benchmarking method consists of a total of__________ steps.

Question 35

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

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 36

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

Question 37

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

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

Question 38

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

Question 39

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.?

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

Question 40

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

Question 41

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:

Question 42

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

Question 43

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

Question 44

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

Question 45

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

Question 46

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

Question 47

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

Question 48

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

Question 49

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

Question 50

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