Deck 8: Managing Partnership-Based It Operations

Question 1

When a business unit within an organization acts to optimize its own business objective, it could reduce the effectiveness/efficiency of another unit.

Answer 1

True

Question 2

The most expensive computer crime in the past five years has been financial fraud.

Answer 2

False

Question 3

IT Systems operations problems are never obvious to the entire organization.

Answer 3

False

Question 4

Outsourcing all or most of a reengineered process is referred to as shared services outsourcing.

Question 5

IT operations budgets contain hardware expenses only, software is budgeted with new development projects.

Question 6

Security authentication prevents parties from denying actions they have taken.

Question 7

Problems reported by the external operational measures can be generally explained by deviations in the internal operational measures.

Question 8

In order to effectively manage IT operations, only internal measures such as network downtime are needed.

Question 9

According to Congleton, it is easier to recruit IT operations managers than IT project managers because of the large budgets that they manage.

Question 10

Managing outsourcing simplifies IT operations consisting solely of tracking project status.

Question 11

Managing IT operations requires facilitation, mediation, trade-offs, and consensus within and beyond the IT department.

Question 12

Disaster recovery planning is typically part of the IS operations budget.

Question 13

The sole job of IT management is to participate in the organization's quest for technology-enabling business opportunities.

Question 14

Service level agreements are an important part of any outsourcing relationship because they specify supplier performance requirements.

Question 15

Transitional outsourcing involves long-term contracts to develop and maintain strategic systems.

Question 16

System response time is considered an external operational measure.

Question 17

Offshoring has allowed companies to rapidly expand their IT support staff by transferring routine work to the outsourcing partner.

Question 18

The trend towards client-based distributed computing has made IT operations management more difficult.

Question 19

Lower labor costs is one of the primary reasons why companies offshore IT services.

Question 20

Outsourcing is strictly an IT concern and does not involve business drivers.

Question 21

Project-based outsourcing is also referred to as:

A) transitional outsourcing.
B) best-of-breed outsourcing.
C) collaborative outsourcing.
D) None of the above

Question 22

The foundations of governing an outsourcing relationship are laid out in the:

A) contract.
B) relationship.
C) project specifications.
D) All of the above

Question 23

The most expensive cybercrime in the past five years was:

A) telecom fraud.
B) denial of service attacks.
C) unauthorized attacks.
D) None of the above

Question 24

To protect against message sniffing, messages should be:

A) backed up.
B) nonrepudiated.
C) encrypted.
D) All of the above

Question 25

Which of the following is an approach that hackers use to gain unauthorized access?

A) network sniffing
B) using Trojan horses
C) using viruses
D) All of the above

Question 26

Which of the following is not an external operational measure?

A) network uptime
B) average CPU capacity
C) system response time
D) All of the above are external operational measures.

Question 27

A fraudulent Web site masquerading as a legitimate Web site is called:

A) sniffing.
B) spoofing.
C) cracking.
D) charading.

Question 28

Which of the following is an internal operational measure?

A) age of applications
B) system downtime
C) program failure rate
D) All of the above

Question 29

An important attribute of a good SLA is:

A) cost.
B) completeness.
C) metrics.
D) All of the above

Question 30

Preventing other parties from denying actions they have taken is referred to as:

A) authentication.
B) nonrepudiation.
C) integrity stabilization.
D) None of the above

Question 31

E-business outsourcing and IT outsourcing are combining into a new form of managed services outsourcing that is being referred to as:

A) utility computing.
B) on-demand computing.
C) virtual data centers.
D) grid computing.
E) All of the above

Question 32

Which of the following is a system operational problem?

A) slow network response time
B) Data is wrong.
C) A database is not available.
D) All of the above

Question 33

When one company becomes the prime contractor for IS operations but utilizes other ESPs for some work this is referred to as:

A) transitional outsourcing.
B) best-of-breed outsourcing.
C) collaborative outsourcing.
D) None of the above

Question 34

Outsourcing all or most of a reengineered process is referred to as:

A) reengineering process outsourcing.
B) business process outsourcing.
C) best-of-breed outsourcing.
D) None of the above

Question 35

The drivers behind outsourcing leading organizations to restructure and emphasize their core business are:

A) value and focus
B) competitive advantage and value.
C) market conditions and focus.
D) competitive advantage and focus.
E) All of the above

Question 36

Which of the following is a reason why companies off-shore IT support?

A) to tap into cheaper labor markets
B) to take advantage of a larger labor supply
C) to take advantage of high-quality labor
D) All of the above

Question 37

Which of the following is a viable way to solve operational problems?

A) Continuously address the problem at hand and readjust priorities as a result.
B) Buy more equipment.
C) Document and measure solutions to existing problems.
D) All of the above

Question 38

Which of the following is not a trend in operations management?

A) Operations are being centralized.
B) Operations are being offshored.
C) Operations are now integrated into the application delivery process.
D) All of the above

Question 39

In the early days of outsourcing, the organizational goal of outsourcing contracts was:

A) strategic.
B) financial.
C) operational.
D) All of the above

Question 40

Which of the following is a reason that companies outsource IS functions?

A) to focus on core competencies
B) to utilize lower labor costs
C) to increase value to the organization
D) All of the above

Question 41

Describe encryption.

Question 42

What is a firewall?

Question 43

List and describe four changes in the vendor-customer relationship that often occur as an organization shifts IT management from the more traditional professional services category to outsourcing.

Question 44

Briefly discuss the impact that the Internet and Y2K have had on computer operations.

Question 45

List and describe two ways that management can effectively manage IT operations.

Question 46

Describe business process outsourcing.

Question 47

Identify five ways that hackers use to gain unauthorized access to systems.

Question 48

How can the portfolio approach to IT management improve IT operations?

Question 49

Describe the five pillars that make up today's security techniques.

Question 50

Identify three ways that organizations use internal resources for disaster recovery.