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IFSM 301 Quiz5 Solution
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Question 1

0.15 / 0.2 points

Service Management information can be found in (select all that apply):

 

a) 

IT Infrastructure Library (ITIL)

 

b) 

UMUC Library sources

 

c) 

International Organization for Standards (ISO)

 

d) 

An organization's knowledge base

Question 2

0.2 / 0.2 points

Feedback on performance management include:

 

a) 

Internal assessment/monitoring

 

b) 

Internal quality audits

 

c) 

Employee feedback

 

d) 

A & B

View Feedback

 

 

Question 3

0.2 / 0.2 points

Good service management is effective when finding a happy medium between customer
experience and service-desk management parameters is reached.

 

a) True

 

b) False

View Feedback

 

Question 4

0.2 / 0.2 points

When a knowledge management database is used in an organization, updating it as new
issues arise is not critical in the database’s effectiveness since there are resolutions for issues that have occurred in the past already built in for users.

 

a) True

 

b) False

View Feedback

 

Question 5

0.2 / 0.2 points

An organization’s asset inventory will consist of:

 

a) 

Required license key

 

b) 

Manufacturer's serial number

 

c) 

Asset install date

 

d) 

All of the above.

View Feedback

 

Question 6

0.2 / 0.2 points

Understanding cultural differences does not impact the relationship that the outsourcing third party company has with the company’s customers.

 

a) True

 

b) False

View Feedback

 

Question 7

0 / 0.2 points

In medium-sized IT departments, a single employee may perform several different jobs/functions.

 

a) True

 

b) False

View Feedback

 

Question 8

0.2 / 0.2 points

Implementing a large-scale project (such as an ERP system) will employ various pools of resources/personnel.

 

a) True

 

b) False

View Feedback

 

Question 9

0.2 / 0.2 points

Balancing IT’s workload includes these keys:

 

a) 

Track all time

 

b) 

Consider only projects and programmers

 

c) 

Plan capacity early

 

d) 

A & C

View Feedback

 

Question 10

0.2 / 0.2 points

An efficiently-operated IT department can result in a competitive advantage for an organization.

 

a) True

 

b) False

View Feedback

Attempt Score:

1.75 / 2 - 87.5 %

 

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IFSM 301 Quiz5 Solution
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  • Submitted On 13 Oct, 2016 01:24:35
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Question 1 0.15 / 0.2 points Service Management information can be found in (select all that apply): a)  IT Infrastructure Library (ITIL) b)  UMUC Library sources c)  International Organization for Standards (ISO) d)  An organization's knowledge base Question 2 0.2 / 0.2 points Feedback on performance management include: a)  Internal assessment/monitoring b)  Internal quality audits c)  Employee feedback d)  A & B View Feedback   Question 3 0.2 / 0.2 points Good service management is effective when ...
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