Unit 33 - Quiz 2

Which of the following is the best definition for help desk software?

• A resource designed for IT users to contact when they are having problems with their IT services

• Outsourcing services

• Several people who perform some of the IT support in house and several people from another company that are contracted for additional IT support.

• Stakeholders

Which is the correct procedure order in systems maintenance?

• Document findings; Create image backup; Apply the maintenance; Test the system functionality; Take approval from an authorized person

• Document findings; Create image backup; Apply the maintenance; Take approval from an authorized person; Test the system functionality

• Take an approval from an authorized person; Create image backup; Apply the maintenance; Test the system functionality; Document findings

• Create image backup; Take approval from an authorized person; Apply the maintenance; Test the system functionality; Document findings

Which of the following is part of Auditing but NOT the maintenance practice?

• Install antivirus

• Upgrade the Version of the antivirus. (Yearly)

• Perform malware scan. (Weekly)

• Turn firewall off/ On.

Which activities designed to ensure that quality is built into the process?

• Quality system

• Quality assurance

• Quality documentation

• Quality management

Which is an important document that is used to define the level of a service that exists between a service provider and their customer?

• Technical documentation

• Quality documents

• Change management

• Service level Agreement

Which compensations a Company receives if the IT supplier fails to meet its promises?

• Penalties

• Charge back to business units

• SLA

• Target audience

Which companies offer communication services?

• Outsource

• Application service providers

• Communications carriers

• IEEE

Which method of charging internal consumers like departments for the IT services, is used instead of bundling all IT costs under the IT department?

• Penalties

• SLA

• Charge back to business units

• Quality assurance

Which of the following is an example of a client receiving a 5% credit for every hour the supplier failed to meet a target?

• Penalties

• Charge back to business units

• SLA

• Outsourcing

Which of the following is a basic time-management tool that consists of a list of times at which possible tasks, events, or actions are intended to take place?

• Schedule

• SLA

• Penalty

• Change management