41.
Which of the following is a process of continuously measuring system
results and comparing those results to baseline values that a system seeks
to attain?
42.
Accuracy, an infrastructure-centric metric, is usually measured inversely as
____.
43.
Which of the following is often associated with bandwidth such as
transmission speeds expressed as kilobits per second and megabits per
second?
44.
EasyBuy.com is an online retailer that sells books and magazines at half-
price. They recently found out that due to the huge amounts of traffic that
Web site receives, most users are unable to access the site when they want
to and, when they do, the pages load very slowly. This is driving customers
away to other rival online bookstores. This is an example of which of the
following infrastructure-centric metrics?
45.
The Twitter “Fail Whale” is a common sight for most users of the micro
blogging site. This error message appears whenever the system is over
capacity and users cannot access their accounts or the pages of other
Twitter users. Thus, the “Fail Whale” is indicative of Twitter’s ____.
46.
An online publication regularly checks the articles turned in by its writers for
plagiarism. To do this, it utilizes an online plagiarism checker called
CopyTheft. All the user needs to do is upload the file to the software and
within 20 seconds, the system generates a report which highlights the
various instances of plagiarized work, if any. This is an example of which of
the following infrastructure-centric metrics?
47.
Future Travels, a travel Web site, recently started advertising extensively
about their travel services. Due to this, they have had an enormous increase
in online traffic to their Web site. The company is now in the process of
determining how well the current infrastructure can handle the increased
flow of visitors to the site and the additional infrastructure requirements
that will be needed in order to provide uninterrupted services to customers.
The firm is measuring the _____ of its existing system.
48.
The marketing department of Ebony, a new hotel chain, needs to determine
the number of people who visited the company’s Web site over the last two
months. Which of the following metrics should the department use?
49.
Shoe Mart is an online shopping Web site which offers a range of footwear.
Through an analysis of its online data, the company recently determined
that only 25 percent of all the visitors to the Web site actually ended up
placing an order and completing the online transaction. Which of the
following metrics did the company most likely use?
50.
Harriet, a patisserie maker, recently advertised her services on a popular
event management company Web site. After the holiday season, she
wanted to know whether the advertisement generated sufficient traffic to
her own Web site. Which of the following metrics will help determine this?
51.
Orbit Bank is planning to host a marathon, the proceeds from which will be
donated to charities for underprivileged children. Interested participants
need to visit the bank’s Web site and fill in their details for the event. The
organizers of the event, however, noticed that a large number of people who
visited the site to provide their details, quit the process half way. Which of
the following metrics did the bank most likely use to arrive at such a
finding?
52.
John is a process manager at a call center for a telecom company. Lately,
he has been receiving negative feedback from customers about the
prolonged amount of time taken to answer their calls. To understand this
better, John studied certain metrics, one of which indicated that over 85
percent of all customers ended up hanging up the phone when no one
answered their calls. Which of the following call center metrics did John
use?
53.
Delore, a company that manufactures home appliances, has set a target of
increasing its customer satisfaction levels by 15 percent. To achieve this,
they aim to increase the efficiency levels of their call center executives.
They know that, on average, customers who contact the call center for
assistance, have to hold the line for over 60 seconds before being
connected to a representative. The company strives to bring this down to 20
seconds to show their customers that they value their time. Which of the
following call center metrics is the company using?
54.
The managers at Synopsis Telecom recently analyzed the efficiency and
productivity levels of their call center executives. Their findings showed that
50 percent of all calls were answered within 30 seconds, 40 percent within
60 seconds, and 10 percent within 90 seconds. Which of the following
metrics is the company using?
55.
The managers at Synopsis Telecom recently analyzed the efficiency and
productivity levels of their call center executives. They were pleased to find
that 85 percent of all customer complaints and queries were answered by
executives during the initial call, without the customers having to call back.
Which of the following call center metrics did the managers most likely
use?
56.
GenTech, a software company, is situated in Tokyo, Japan. Given that the
country is prone to several earthquakes, GenTech is keen to build a back-up
plan which will guide the company on how to recover should disaster strike.
Which of the following will help the company in this regard?
57.
Morrison and Sons, a financial firm, is developing a business continuity
plan. The firm has already compiled a list of the various potential threats to
the organization and its assets and is now in the process of identifying the
impact each these threats would have on the business’s operations, should
they come to fruition. The company is in which phase of business continuity
planning?
58.
The management at Solitaire Inc. is building a business continuity plan and
has identified its core, critical, and noncritical IT applications. Each of these
applications have been categorized on the basis of their estimated recovery
costs and the affect the loss of these applications will have on the firm’s
business The company is in which phase of business continuity planning?
59.
Which of the following refers to an area available to a company that rents
space and telecommunications equipment from another company?
60.
The _____ phase of the business continuity plan involves using the
requirement recovery document to develop a formal, technical, and detailed
plan for recovering from a disaster.