Deck 11: Managing Information Services Quality

Question 1

A company's processes are undertaken by staff who are located in another country, typically with lower wages for employees.

A) Outsourcing
B) Offshoring
C) IT outsourcing
D) Business process outsoucing
E) None of the above

Answer 1

Offshoring

Question 2

Different information technology functions are performed by a third party over a contract period, for example, hardware and software purchase and maintenance, application development and IT help-desk services.

A) Outsourcing
B) Offshoring
C) IT outsourcing
D) Business process outsoucing
E) None of the above

Answer 2

IT outsourcing

Question 3

A tool for assessing the level of service quality based on the difference between users expectations and the service experience delivered.

A) The balanced scorecard
B) The service dashboard
C) The service quality gap model
D) The information value model
E) None of the above

Answer 3

The service quality gap model

Question 4

A security measure to minimize disruptions to networks and data from 'acts of god' is:

A) physical access restrictions
B) network access control
C) business continuity/disaster recovery
D) backup/restore
E) none of the above

Question 5

A security measure to stop access to restricted areas is:

A) physical access restrictions
B) network access control
C) business continuity/disaster recovery
D) backup/restore
E) none of the above

Question 6

This type of virus is a small programme that self-replicates and transfers across a network from machine to machine.

A) Worm
B) Boot-sector virus
C) Trojan virus
D) Macro-virus
E) E-mail virus

Question 7

This type of virus masquerades as a bona fide application.

A) Worm
B) Boot-sector virus
C) Trojan virus
D) Macro-virus
E) E-mail virus

Question 8

Total cost of ownership refers to the cost of:

A) purchase
B) support staff time
C) maintenance and upgrades
D) user time wasted through disruptions
E) none of the above