Question 1 0.15 / 0.2 points
Service Management information can be found in (select all that apply):
a) IT Infrastructure Library (ITIL)
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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
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Correct.
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
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Correct.
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
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Correct.
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.
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Correct!
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
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Correct!
Question 7 0 / 0.2 points
In medium-sized IT departments, a single employee may perform several different jobs/functions.
a) True
b) False
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The correct answer is "false".
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
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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
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Correct!
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
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Correct!
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Attempt Score: 1.75 / 2 - 87.5 % [Show Less]