Question 1

A company's processes are undertaken by staff who are located in another country, typically with lower wages for employees.&#10;A) Outsourcing&#10;B) Offshoring&#10;C) IT outsourcing&#10;D) Business process outsoucing&#10;E) None of the above

Accepted Answer

Offshoring refers to relocating business processes or services to another country, often to take advantage of lower labor costs, which matches the scenario described.

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

IT outsourcing

Accepted Answer

IT outsourcing&#10;

Question 3

A tool for assessing the level of service quality based on the difference between users expectations and the service experience delivered.&#10;A) The balanced scorecard&#10;B) The service dashboard&#10;C) The service quality gap model&#10;D) The information value model&#10;E) None of the above

Accepted Answer

The service quality gap model specifically assesses service quality by identifying the gap between customer expectations and the actual service delivered, making it the correct choice for this question.

Question 4

A security measure to minimize disruptions to networks and data from 'acts of god' is:&#10;A) physical access restrictions&#10;B) network access control&#10;C) business continuity/disaster recovery&#10;D) backup/restore&#10;E) none of the above

Accepted Answer

Business continuity/disaster recovery plans are designed to ensure that an organization can continue operations and recover quickly after unexpected events, including natural disasters ('acts of god').

Question 5

A security measure to stop access to restricted areas is:&#10;A) physical access restrictions&#10;B) network access control&#10;C) business continuity/disaster recovery&#10;D) backup/restore&#10;E) none of the above

Accepted Answer

Physical access restrictions are security measures designed to prevent unauthorized access to restricted areas, ensuring that only authorized personnel can enter certain locations.

Question 6

This type of virus is a small programme that self-replicates and transfers across a network from machine to machine.&#10;A) Worm&#10;B) Boot-sector virus&#10;C) Trojan virus&#10;D) Macro-virus&#10;E) E-mail virus

Accepted Answer

Worms are specifically designed to replicate themselves and spread across networks, infecting as many computers as possible without human interaction. Unlike viruses, which require the spreading of an infected host file, worms are standalone software and do not require a host program or human help to propagate.

Question 7

This type of virus masquerades as a bona fide application.&#10;A) Worm&#10;B) Boot-sector virus&#10;C) Trojan virus&#10;D) Macro-virus&#10;E) E-mail virus

Accepted Answer

Trojan viruses disguise themselves as legitimate software to trick users into installing them, allowing the virus to execute its malicious code on the user's system.

Question 8

Total cost of ownership refers to the cost of:&#10;A) purchase&#10;B) support staff time&#10;C) maintenance and upgrades&#10;D) user time wasted through disruptions&#10;E) none of the above

Accepted Answer

Total cost of ownership includes all costs associated with the purchase, support staff time, maintenance and upgrades, and user time wasted through disruptions.

Deck 11: Managing Information Services Quality