Chapter 5 Managing the Information Technology Resource 1
Chapter 5
IT Processes
True-False Questions
1.
Every organization requires all 38 IT processes be performed for IT to deliver effective and
efficient service.
2.
The Information Technology Management Process Overview model indicates 38 IT
processes.
3.
The Information Technology Management Process Overview model has four levels of IT
processes.
4.
Categorizing the IT processes into three layers enables IT management to see that the 38
processes are independent and do not overlap.
5.
Strategic level processes are those processes that have an intermediate or short-term impact
on an organization.
6.
Strategic level processes are those processes that will have a long-term impact on the
enterprise.
7.
Operational level processes are those processes that cover day-to-day functions.
8.
All 38 IT processes are equally important to an organization.
9.
The bulk of IT staff concentrates on application development and other planning tasks
associated in the tactical layer.
5 Managing the Information Technology Resource
10.
The bulk of IT staff concentrates on change control, distribution scheduling, and other
operational level activities.
11.
The IT process of architecture scanning and definition is primarily concerned with
implementing emerging technologies.
12.
The IT process of data planning is primarily concerned with determining the data needs for
planned applications.
13.
The IT process of audit planning and management is primarily concerned with building an
overall plan to ensure that agreed levels of security for systems and services are met.
14.
Most IT processes can always be improved and made more effective and efficient by
introducing new tools and methodologies.
15.
The IT process of project management has generally accepted standard operating procedures.
Multiple Choice Questions
16.
Each of the following is a layer of the Information Technology Management Process
Overview model of IT processes except:
a. operational level processes.
b. entry level processes.
c. strategic level processes.
d. tactical level processes.
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17.
The Information Technology Management Process Overview model of IT processes has
a total of the following number of processes:
a. 70
b. 62
c. 40
d. 38
18.
Each of the following IT processes is a strategic level process except:
a. business strategic planning.
b. architecture scanning and definition.
d. recruiting, hiring, and retention.
e. IT strategic planning and control.
19.
Each of the following IT processes is a tactical level process except:
a. architecture scanning and definition.
b. application planning.
c. capacity planning and management.
d. project planning.
20.
Each of the following IT processes is an operational level process except:
a. software development and upgrade.
b. service marketing.
c. capacity planning and management.
d. recruiting, hiring, and retention.
21.
Which of the following best describes an operational level process?:
a. tTuning and system balancing
b. aApplication planning
c. cCapacity planning
d. aArchitecture scanning and definition
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22.
Which of the following best describes another view of the operational level processes?:
a. dDesign of IT architecture
b. bBusiness and IT vision
c. dDelivery of IS services
d. tTactical level
23.
Feeney’s view of the major categories of IT processes is similar to the Information
Technology Management Process Overview model in all of the following except:
a. the number of IT processes that make up the model.
b. IT processes are categorized into strategic, tactical, and operational levels.
c. IT process categories are overlapping.
d. they both include architecture planning.
24.
Which of the following IT processes is the most likely to receive the largest budget?:
a. sSoftware development and upgrade
b. pProject scheduling
c. IT strategic planning
d. aApplication planning
25.
Which of the 38 IT processes is least likely to be considered for outsourcing:
a. IT strategic planning and control
b. systems maintenance
c. asset management
d. education/training
26.
Which of the following best describes the IT process of budget planning and value
management?:
a. Budget planning and management is a portfolio and schedule of applications to be built
or modified within a set period of time.
b. Budget planning and value management converts individual plans into financial terms
and identifies how funds will be obtained and allocated.
c. Budget planning and management is a planning process to ensure that agreed levels of
compliance for systems, applications and services will continue to be met.
d. Budget planning and management schedules and executes jobs, transactions, and data
through the hardware and software to meet agreed upon service levels.
Chapter 5 Managing the Information Technology Resource 5
27.
Which of the following best describes the IT process of project assignment?:
a. Project assignment defines the project scope, leadership, and business partner
involvement necessary to ensure successful project completion.
b. Project assignment prepares a detailed project plan including objectives, resources, time
scale, tasks, organization, and deliverables.
c. Project assignment monitors the project through its phases; conducting reviews, resolving
developmental problems, and documenting its life cycle.
d. Project assignment accepts or rejects requests for changes and adjusts the detailed project
plan as necessary.
28.
Which of the following best describes the IT process of systems maintenance?:
a. Systems maintenance translates the performance status and the problem impact reports
into business terms and compares them with service agreements.
b. Systems maintenance procures and modifies applications, operating systems software,
other supporting software, and all related documentation within the framework of a
project.
c. Systems maintenance selects, installs, removes, modifies, and upgrades information
systems hardware and facilities within the framework of a project.
d. Systems maintenance corrects defects in hardware, applications, software, and facilities
within the framework of a project.
29.
The following are all components of IT Architecture except:
a. knowledge, information and data storage.
b. recruiting, hiring, and retention.
c. interfaces.
d. computer systems.
30.
The following are all key factors in the problem control process except:
a. finding a temporary solution until the problem can be fixed
b. understanding the problem so it can be explained to others.
c. determining the problem is due to operator error.
d. logging and recording of the initial complaint.
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Fill In the Blanks
Reference: p. 119
32.
The Information Technology Management Process Overview model categorizes IT processes
Reference: p. 119
The operational layer is comprised of IT processes that cover day-to-day functions.
34.
The tactical layer is comprised of IT processes that have an intermediate or short-term
Reference: p. 122
impact on an organization.
Reference: p. 122
35.
The strategic layer is comprised of IT processes that have a long-term impact on the
enterprise.
Reference: p. 122
enterprise demands of its IT function through the strategic plan period and the opportunity IT
has in meeting these demands.
Reference: p. 123
37.
defining and negotiating SLAs.
Reference: p. 124
that there will be a continuation of business operations in the event of technology failure or
disaster.
Reference: p. 125
of a project and ensuring that all promised deliverables were actually furnished.
Reference: p. 127
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inventories of all IT resources.
Reference: p. 127
41.
Production and distribution scheduling is the IT process that is most concerned with
translating planned service agreements into a schedule of work and performance
measurements for production and distribution.
Reference: p. 128
43.
Recruiting, hiring, and retention is the IT process that is most concerned with the activities
hardware, applications, software and facilities within the framework of a project.
Reference: p. 130
necessary to acquire and maintain an effective, motivated, and competent workforce to
enable IT to meet the needs of the business.
Reference: p. 132
transactions, and data through the hardware and software to meet the agreed-upon service
levels.
Reference: p. 132
Information Technology.
Reference: p. 134
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Essay Questions
46.
List and briefly describe the three levels of the Information Technology Management Process
Overview model of IT processes
Chapter 5 Managing the Information Technology Resource 9
47.
List and describe the IT processes that comprise the strategic level of the Information
Technology Management Process Overview model.:
Reference: p. 123-124
48.
Explain why some IT processes are more easily improved than others by introducing new
tools and methodologies.
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49.
List and describe three operational level IT processes and indicate how tools and
methodologies have enabled increased productivity within these processes.
Chapter 5 Managing the Information Technology Resource 11
50.
List three components of IT architecture and discuss the necessity of their integration.: