Chapter 07

Infrastructure, Cloud Computing, Metrics, and Business Continuity

Planning: Building and Sustaining the Dynamic Enterprise

Multiple Choice Questions

1. Which of the following is true of service-oriented architecture (SOA)?

A. It is a perspective that focuses on acquiring brand new systems.

B. It builds applications from non-reusable blocks of code.

C. It focuses on the development, use, and reuse of services.

D. It defines the source code for application programming interfaces.

2. Which of the following is true of an organization with a service-oriented
architecture philosophy?

A. Ensures that HR initiatives remain constant regardless of changes in the

workforce

B. Takes a prolonged amount of time to implement well thought-out decisions

C. Maintains static work processes and structures

D. Adapts quickly to new advances in technology

3. Genesis Technologies has adopted an SOA approach to systems development. A

new "disruptive" technology, Senstor, has recently been launched in the market
which promises to provide significant benefits to software companies that focus on
collaborative process. In such a scenario, how is Genesis Technologies most likely
to react?

A. It will delay the decision making process with regard to the adoption of the new
technology.

B. It will continue to use its existing systems instead of trying out the new
technology.

C. It will use its resources efficiently to adapt itself to the new technology.

D. It will maintain static processes and technologies which have proven to be

beneficial in the past.
4. In terms of software development, which of the following would most likely be the
focus of a company with a service-oriented architecture philosophy?

A. New deployments like Web 2.0

B. Integration of different technology platforms

C. Standard information formats

D. Safe and secure telecommunications platforms

5. Which of the following is part of the hardware requirements of an SOA

philosophy?

A. Large storage capacity

B. Mobile computing

C. Standard information formats

D. RAD and XP development methodologies

6. Which of the following is true about the end user of IT, according to an SOA
philosophy?

A. The end user should be thought of in the same way as an external customer.

B. The end user's needs should be considered secondary to customers' needs.

C. The end user's access to data should be limited to a specific geographic area
due to security reasons.

D. Multi-channel service delivery should be available exclusively to end users and

not customers.

7. Which of the following is a Web 2.0 application?

A. PowerPoint

B. Mashups

C. Intranet

D. Extranet

8. According to the SOA philosophy, which of the following is the most important
organizational resource?

A. Services

B. Financial resources

C. Information

D. Internal customers
9. Which of the following is a requirement of an SOA approach?

A. Information should be maintained in multiple formats.

B. Strict and rigorous integrity controls should be in place.

C. Data from different sources should not be coupled together.

D. Duplicate information should be maintained for security reasons.

10. Which of the following is a requirement of an SOA approach with reference to

hardware?

A. The integration of different technologies should be kept to a minimum.

B. Only wired networks should be used to reduce the risk of unauthorized access.

C. Organizations should avoid using multiple technology platforms.

D. Powerful storage area networks should have the capacity to store all
information needs.

11. Which of the following represents the different layers of structure, which provide
support or services?

A. Processes

B. Data

C. Infrastructure

D. Systems
12. Which of the following refers to the capability of two or more computing
components to share information and other resources, even if they are made by
different manufacturers?

A. Multi-tenancy

B. Interoperability

C. Consistency

D. Serviceability

13. A team of engineers are in the process of customizing an ERP suite to meet their
organization's business needs. During the process of customization, they choose
to replace certain software modules with software that has been developed in-
house. After this, they also add modules from other vendors and plug them
directly into the ERP solution. This is an example of which of the following
concepts?

A. Service level agreement

B. Sustainable interoperability

C. Multi-tenancy

D. Encapsulation
14. Which of the following is a fundamental underlying infrastructure for any IT
environment?

A. Metadata

B. Cache

C. Network

D. Primary key

15. Which of the following refers to two or more computers sharing information,
software, peripheral devices, and processing power?

A. Cold site

B. Network

C. Rootkit

D. Cache

16. Which of the following best defines an infrastructure which allocates the
information and processing power of IT systems via a network?

A. Layered infrastructure

B. Critical infrastructure

C. Tiered infrastructure

D. Distributed infrastructure
17. Which of the following is known as the first true network infrastructure?

A. n-tiered infrastructure

B. Critical infrastructure

C. Layered infrastructure

D. Distributed infrastructure

18. Which of the following is an advantage of a distributed infrastructure?

A. It allows only specific locations within an infrastructure to share information and

applications.

B. It ensures that each application is stored exclusively in one location to ensure

information security.

C. It can allocate its processing activity to a location where it can most efficiently be
done.

D. It divides an IT system into different tiers where each part performs a specific
function.

19. How does a distributed infrastructure improve performance?

A. By storing the same application in two or more locations

B. By assigning its processing activity to one specific location

C. By creating information silos in disparate locations

D. By partitioning an IT system into different tiers

20. Which of the following is true of a client/server infrastructure?

A. It starts with a basic 3-tier model and expands on it to allow scalability.

B. It has several layers and each layer undertakes a specific task.

C. It reduces the load placed on the network capacity and ensures efficiency.

D. It centralizes processing and storage for all information on a server.

21. Which of the following is a form of distributed infrastructure?

A. 3-tier infrastructure

B. Client/server infrastructure

C. n-tier infrastructure

D. Critical infrastructure

22. A client/server infrastructure offloads the application programs and information

from the ____.

A. mainframe

B. server

C. CPU

D. port
23. Which of the following is a disadvantage of a client/server infrastructure?

A. It places a heavy load on the network capacity.

B. It overloads the server with application programs.

C. It allows processing to occur at only one client location.

D. It transfers information between servers and clients at a slow pace.

24. Which of the following is a typical component of a client/server infrastructure?

A. DBMS

B. Web analytics

C. Web browser

D. Hot site

25. In which of the following infrastructures is the IT system partitioned into layers?

A. Client/server

B. Tiered

C. Distributed

D. Critical
26. A tiered infrastructure is also known as ____.

A. distributed infrastructure

B. client/server infrastructure

C. critical infrastructure

D. layer infrastructure

27. A _____ can be defined as one of two or more rows, levels, or ranks arranged one
above another.

A. benchmark

B. cell

C. rank

D. tier

28. Which of the following is true of tiered infrastructure?

A. It has multiple layers, each performing a specific type of functionality.

B. It has evolved from n-tier to 3-tier infrastructure.

C. It is a form of peer-to-peer infrastructure.

D. It has an n-tier infrastructure which is the most basic set up.

29. Which of the following is the most basic setup of a tiered infrastructure?

A. 1-tier infrastructure

B. 2-tier infrastructure

C. 3-tier infrastructure

D. n-tier infrastructure

30. Which of the following is an example of a 1-tier infrastructure?

A. Web browsers

B. Word processors

C. Database management systems

D. Intranet

31. Which of the following is a type of tiered infrastructure which refers to the basic
client/server relationship?

A. 1-tier infrastructure

B. 2-tier infrastructure

C. 3-tier infrastructure

D. n-tier infrastructure
32. In the _____ infrastructure, the client handles the display and the server handles the
request.

A. 1-tier infrastructure

B. 2-tier infrastructure

C. x-tier infrastructure

D. n-tier infrastructure

33. Which of the following is true of a 2-tier infrastructure?

A. It has an application tier which is contained on one or both of the two tiers.

B. It is the most basic setup of a tiered infrastructure.

C. It balances the work of the network over several different servers.

D. It starts with a basic n-tier model and expands on it for more benefits.

34. Which of the following is an example of a 3-tier infrastructure?

A. Word processor

B. PowerPoint

C. Web browser

D. Spreadsheet
35. A(n) _____ infrastructure is the most common approach used for Web applications
today.

A. 1-tier

B. 2-tier

C. 3-tier

D. n-tier

36. A(n) _____ infrastructure starts with a basic 3-tier model and expands on it to allow
for greater performance, scalability, and a host of other benefits.

A. 1-tier

B. 2-tier

C. x-tier

D. n-tier

37. A(n) _____ infrastructure balances the work of the network over several different
servers.

A. 1-tier

B. 2-tier

C. 3-tier

D. n-tier
38. _____ is a delivery model for software which provides the ability to customize data
entry forms, screens, reports, and the like, and access to software development
tools to alter the way in which the software works by adding new modules
(services) and/or making modifications to existing modules.

A. IaaS

B. SaaS

C. SLA

D. PaaS

39. _____ involves using the cloud for a vast majority of your computing needs.

A. IaaS

B. SaaS

C. SLA

D. PaaS

40. Which of the following is true of cloud computing?

A. It does not offer pay-per-use options and increases a firm's capital expenditures.

B. It raises barriers to entry in markets that require an investment in technology.

C. It gives immediate access to a broad range of application software.

D. It is a risk-free alternative to acquiring physical computing infrastructure.

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?

A. Interoperability

B. Benchmarking

C. Business continuity planning

D. Crowdsourcing

42. Accuracy, an infrastructure-centric metric, is usually measured inversely as ____.

A. error rate

B. downtime

C. throughput

D. abandon rate

43. Which of the following is often associated with bandwidth such as transmission
speeds expressed as kilobits per second and megabits per second?

A. Throughput

B. Response time

C. Click-through

D. Total hits
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?

A. Abandon rate

B. System availability

C. Error rate

D. Time service factor

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 ____.

A. transaction speed

B. abandon rate

C. response time

D. downtime
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?

A. Conversion rate

B. Response time

C. Time service factor

D. Downtime

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.

A. response time

B. conversion rate

C. scalability

D. accuracy
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?

A. Unique visitors

B. Total hits

C. Conversion rate

D. Page exposures

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?

A. Unique visitors

B. Conversion rate

C. Click-through

D. Cost-per-thousand
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?

A. Conversion rate

B. Total hits

C. Unique visitors

D. Click-through

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?

A. Click-through

B. Abandoned registrations

C. Page exposures

D. Total hits
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?

A. Downtime

B. Error rate

C. Time service factor

D. Abandon rate

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?

A. ASA

B. FCR

C. CPM

D. SLA
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?

A. Abandon rate

B. Transaction time

C. Response time

D. Time service factor

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?

A. Time service factor

B. Average speed to answer

C. First call resolution

D. Transaction speed
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?

A. Enterprise resource plan

B. Business continuity plan

C. Operational plan

D. Annual growth plan

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?

A. Maintenance

B. Analysis

C. Design

D. Implementation
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?

A. Testing

B. Design

C. Analysis

D. Implementation

59. Which of the following refers to an area available to a company that rents space
and telecommunications equipment from another company?

A. Collocation facility

B. Hot site

C. Virtual environment

D. Cold site
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.

A. analysis

B. testing

C. maintenance

D. design

61. Which of the following phases of the business continuity plan involves executing
simulated scenarios of disasters and having employees execute on a disaster
recovery plan?

A. Maintenance

B. Implementation

C. Testing

D. Design

62. What is the last phase of the business continuity planning process?

A. Implementation

B. Maintenance

C. Design

D. Testing
True / False Questions

63. An organization with an SOA philosophy reacts proactively to perceived changes

in the market.

True False

64. SOA places several structural constraints on an organization.

True False

65. An IT-enabled SOA philosophy allows your organization to provide customers with
multi-channel service delivery options and customizable products and services.

True False

66. In terms of information needs, a company with a service-oriented architecture

philosophy would focus on business intelligence and integrated information.

True False

67. An ERP system in an SOA should prevent interoperability among multiple vendors.

True False
68. Ajax and WSDL are some of the infrastructure platforms that do not support a
service-oriented architecture approach.

True False

69. Infrastructure is the most important organizational resource that a service-oriented

architecture philosophy leverages.

True False

70. An SOA approach to information requires duplicate information to be maintained

in silos in an organization.

True False

71. An SOA approach to information requires that information be available in multiple

formats in order to support interoperability.

True False

72. In a corporation, the IT infrastructure should enable people, processes, and

customers to interact and perform their tasks.

True False
73. An example of a client/server infrastructure would be a person surfing the
Internet.

True False

74. The concept of a tiered infrastructure has developed from 1-tier to n-tiers.

True False

75. In a client/server infrastructure, the functions of an information system are divided

among computers on a network while centralizing processing and storage for all
information on a server.

True False

76. A major drawback of the client/server infrastructure is that it does not have the
capacity to offload application programs and information from the server.

True False

77. An n-infrastructure is one which has a single tier on a single machine.

True False
78. The objective of cloud computing is to have one's computing costs align with the
activity level of one's organization.

True False

79. Software as a service (SaaS) is a delivery model for software in which one buys low
quality software for basic software needs.

True False

80. The infrastructure-as-a-service model maximizes one's capital investment in

technology.

True False

81. A service level agreement (SLA) is provided by one's cloud service provider.

True False

82. A private cloud is one which exists on the Internet but is not available to all
Internet users.

True False
83. A disadvantage of cloud computing is that it increases barriers to entry in markets
that require a significant investment in technology.

True False

84. Benchmarks are often industry-specific, process specific, generated internal to

one's organization, or a combination of the three.

True False

85. Throughput, transaction speed, and accuracy are infrastructure-centric metrics.

True False

86. Throughput is often associated with telecommunication capabilities such as

transmission speed.

True False

87. System availability includes regularly scheduled maintenance time.

True False

88. Effectiveness metrics calculate results of technologies or applications in an

environment.

True False
89. Number of stockouts and excess inventory are supply chain management metrics.

True False

90. As a Web-centric metric, total hits does not include the number of visits to a Web
site made by the same user.

True False

91. Abandoned shopping carts is a Web-centric metric which refers to the number of
visitors who pay for merchandise before abandoning a shopping cart.

True False

92. A business continuity plan starts with the design phase.

True False

93. A disaster recovery cost curve charts the cost to your organization of the
unavailability of information and technology.

True False

94. In business continuity planning, one must test the disaster recovery plan before
implementing it.

True False
Fill in the Blank Questions

95. According to the _____ philosophy, an organization should have software

developed from reusable units of code instead of bringing in brand new systems.

________________________________________

96. A service-oriented architecture perspective focuses on the development, use, and

reuse of small self-contained blocks of code called _____ to meet all the application
software needs of an organization.

________________________________________

97. According to the SOA philosophy, an ERP system should support transparent _____
across multiple vendors and within ERP modules provided by the same vendor.

________________________________________

98. A primary goal of a(n) _____ within a service-oriented architecture is to hide the
underlying IT infrastructure of information and hardware from end users and
customers.

________________________________________
99. _____ is the capability of two or more computing components to share information
and other resources, even if they are made by different manufacturers.

________________________________________

100.The major benefit of _____ is that processing activity can be allocated to the
locations(s) where it can most efficiently be done.

________________________________________

101.The functions of an information system in a client/server infrastructure are divided

among connected computers (or clients) on a(n) _____ while centralizing
processing and storage for all information on a(n) ____.

________________________________________

102.Tiered infrastructure is also known as ____.

________________________________________

103.Client/server infrastructure is a form of ____.

________________________________________
104.Traditionally, an n-tier infrastructure starts with a basic _____ model and expands
on it to allow for greater performance, scalability, and a host of other benefits.

________________________________________

105._____ is a technology model in which any and all resources are delivered as a set of
services via the Internet.

________________________________________

106._____ refers to multiple people simultaneously using a single instance of a piece of

software.

________________________________________

107._____ is a delivery model for software identical to SaaS with additional features
such as the ability to customize data entry forms, screens, reports, and the like.

________________________________________

108._____ is a cloud computing model in which you acquire all your technology needs
in the cloud.

________________________________________
109.A(n) _____ cloud exists within a specific organization instead of on the Internet.

________________________________________

110._____ refer to the baseline values a system seeks to attain.

________________________________________

111. Most infrastructure-centric-metrics today in the IT world are _____ metrics, which
focus on the extent to which an organization is doing something right.

________________________________________

112.A(n) _____ metric is typically a measure of the efficiency, speed, and/or capacity of
technology.

________________________________________

113._____ are a measure of the success of your Web and e-business initiatives.

________________________________________

114._____ is a Web-centric metric which is commonly used by Nielsen/Net rankings to

rank the most popular Web sites.

________________________________________
115.Cost-per-thousand is a Web-centric metric which refers to sales dollars generated
per dollar of ____.

________________________________________

116.With respect to IT systems and information, the _____ was in the past known as the
disaster recovery plan and contingency plan.

________________________________________

117.In a business continuity plan, the second step of the analysis phase is ____, in which
you document the possible threats to your organization and its assets.

________________________________________

118.In the analysis phase of the business continuity plan, _____ involves considering
each threat and building a worst case scenario for each of them.

________________________________________

119.The _____ document is the basis for the design phase of business continuity
planning.

________________________________________
120.Business continuity planning starts with an organization's ____, which informs one
of the relative importance of resources, processes, systems, and other
organizational assets.

________________________________________

121.Impact analysis is also known as ____, refers to the process of evaluating IT assets,
their importance of the organization, and their susceptibility to threats.

________________________________________

122.A(n) _____ is a separate and fully equipped facility where a company can move
immediately after a disaster and resume business.

________________________________________

123.A(n) _____ is a separate facility that does not have any computer equipment but a
place where employees can move after a disaster.

________________________________________

124.In the _____ phase, business continuity planning diverges from the SDLC.

________________________________________
125.The last phase of business continuity planning is ____.

________________________________________
 Chapter 07 Infrastructure, Cloud Computing, Metrics, and Business
Continuity Planning: Building and Sustaining the Dynamic Enterprise
Answer Key

Multiple Choice Questions

1. Which of the following is true of service-oriented architecture (SOA)?

A. It is a perspective that focuses on acquiring brand new systems.

B. It builds applications from non-reusable blocks of code.

C. It focuses on the development, use, and reuse of services.

D. It defines the source code for application programming interfaces.

A service-oriented architecture (SOA) is a software architecture perspective that

focuses on the development, use, and reuse of small self-contained blocks of
code (called services) to meet all the application software needs of an
organization.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
 Topic: Introduction

2. Which of the following is true of an organization with a service-oriented

architecture philosophy?

A. Ensures that HR initiatives remain constant regardless of changes in the

workforce

B. Takes a prolonged amount of time to implement well thought-out decisions

C. Maintains static work processes and structures

D. Adapts quickly to new advances in technology

An organization with a service-oriented architecture philosophy would respond

quickly to and adapt to new advances in technology, and transform its
processes, structure, and HR initiatives to match a changing and dynamic
workforce.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 2 Medium
Topic: Introduction
3. Genesis Technologies has adopted an SOA approach to systems development.
A new "disruptive" technology, Senstor, has recently been launched in the
market which promises to provide significant benefits to software companies
that focus on collaborative process. In such a scenario, how is Genesis
Technologies most likely to react?

A. It will delay the decision making process with regard to the adoption of the
new technology.

B. It will continue to use its existing systems instead of trying out the new
technology.

C. It will use its resources efficiently to adapt itself to the new technology.

D. It will maintain static processes and technologies which have proven to be

beneficial in the past.

An organization with a service-oriented architecture philosophy would respond

quickly to and adapt to new advances in technology. It would transform its
processes, structure, and HR initiatives to match a changing and dynamic
workforce.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 2 Medium
Topic: Introduction
4. In terms of software development, which of the following would most likely be
the focus of a company with a service-oriented architecture philosophy?

A. New deployments like Web 2.0

B. Integration of different technology platforms

C. Standard information formats

D. Safe and secure telecommunications platforms

In terms of software development, a company with a service-oriented

architecture philosophy would focus on exciting new deployments like Web 2.0.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction
5. Which of the following is part of the hardware requirements of an SOA
philosophy?

A. Large storage capacity

B. Mobile computing

C. Standard information formats

D. RAD and XP development methodologies

In terms of hardware development, a company with a service-oriented

architecture philosophy would focus on the integration of different technologies
and technology platforms, a large storage capacity, and a safe and secure
telecommunications platform.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction
6. Which of the following is true about the end user of IT, according to an SOA
philosophy?

A. The end user should be thought of in the same way as an external customer.

B. The end user's needs should be considered secondary to customers' needs.

C. The end user's access to data should be limited to a specific geographic area
due to security reasons.

D. Multi-channel service delivery should be available exclusively to end users

and not customers.

An SOA philosophy requires that your organization view its end users of IT (i.e.,
employees within the organization) just as it does external customers. This is
mainly achieved through a fully integrated enterprise resource planning (ERP)
system that meets every application software and information need of each and
every employee.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 2 Medium
Topic: Introduction
7. Which of the following is a Web 2.0 application?

A. PowerPoint

B. Mashups

C. Intranet

D. Extranet

Examples of Web 2.0 applications include wikis, blogs, and mashups.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction
8. According to the SOA philosophy, which of the following is the most important
organizational resource?

A. Services

B. Financial resources

C. Information

D. Internal customers

A service-oriented architecture philosophy leverages the most vitally important

organizational resource, i.e., information. End users need access to all types of
information on a moment's notice, regardless of where that information is
located.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction
9. Which of the following is a requirement of an SOA approach?

A. Information should be maintained in multiple formats.

B. Strict and rigorous integrity controls should be in place.

C. Data from different sources should not be coupled together.

D. Duplicate information should be maintained for security reasons.

Data warehouses are of paramount importance to good decision making. For

several reasons, an SOA approach to information requires that strict and
rigorous integrity control mechanisms are in place to ensure the completeness,
accuracy, and validity of the information.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 2 Medium
Topic: Introduction
10. Which of the following is a requirement of an SOA approach with reference to
hardware?

A. The integration of different technologies should be kept to a minimum.

B. Only wired networks should be used to reduce the risk of unauthorized

access.

C. Organizations should avoid using multiple technology platforms.

D. Powerful storage area networks should have the capacity to store all
information needs.

A service-oriented architecture philosophy must pervade all choices in the realm

of hardware. Organizations should be free to choose different technologies and
different technology platforms and integrate them seamlessly. Powerful storage
area networks should have the capacity to store all information needs.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 2 Medium
Topic: Introduction
11. Which of the following represents the different layers of structure, which provide
support or services?

A. Processes

B. Data

C. Infrastructure

D. Systems

Infrastructure is a relative term meaning "the structure beneath a structure." This

definition implies different layers of structure, which provide support or services.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
12. Which of the following refers to the capability of two or more computing
components to share information and other resources, even if they are made by
different manufacturers?

A. Multi-tenancy

B. Interoperability

C. Consistency

D. Serviceability

Interoperability refers to the capability of two or more computing components

to share information and other resources, even if they are made by different
manufacturers.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
13. A team of engineers are in the process of customizing an ERP suite to meet
their organization's business needs. During the process of customization, they
choose to replace certain software modules with software that has been
developed in-house. After this, they also add modules from other vendors and
plug them directly into the ERP solution. This is an example of which of the
following concepts?

A. Service level agreement

B. Sustainable interoperability

C. Multi-tenancy

D. Encapsulation

Within the chosen ERP suite, one can replace software modules with in-house
developed software and software modules from other vendors outsourcing for
that matter. Long after implementation, one can add other modules and plug
them directly into one's ERP solution, as well. This is the concept of sustainable
interoperability.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 2 Medium
Topic: Hardware and Software Infrastructure
14. Which of the following is a fundamental underlying infrastructure for any IT
environment?

A. Metadata

B. Cache

C. Network

D. Primary key

The fundamental underlying infrastructure for any IT environment is a network,

two or more computers sharing information, software, peripheral devices, and
processing power.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
15. Which of the following refers to two or more computers sharing information,
software, peripheral devices, and processing power?

A. Cold site

B. Network

C. Rootkit

D. Cache

The fundamental underlying infrastructure for any IT environment is a network,

which refers to two or more computers sharing information, software, peripheral
devices, and processing power.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
16. Which of the following best defines an infrastructure which allocates the
information and processing power of IT systems via a network?

A. Layered infrastructure

B. Critical infrastructure

C. Tiered infrastructure

D. Distributed infrastructure

A distributed infrastructure involves distributing the information and processing

power of IT systems via a network. By connecting all the information systems via
a distributed infrastructure, all locations can share information and applications.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
17. Which of the following is known as the first true network infrastructure?

A. n-tiered infrastructure

B. Critical infrastructure

C. Layered infrastructure

D. Distributed infrastructure

A distributed infrastructure involves distributing the information and processing

power of IT systems via a network. It is known as the first true network
infrastructure.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
18. Which of the following is an advantage of a distributed infrastructure?

A. It allows only specific locations within an infrastructure to share information

and applications.

B. It ensures that each application is stored exclusively in one location to ensure

information security.

C. It can allocate its processing activity to a location where it can most efficiently
be done.

D. It divides an IT system into different tiers where each part performs a specific
function.

The major benefit of distributed infrastructure is that processing activity can be

allocated to the locations(s) where it can most efficiently be done. To improve
performance and reduce network traffic, a distributed infrastructure will often
store the same application and/or information in two or more locations.

AACSB: Technology
Blooms: Understand
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 2 Medium
Topic: Hardware and Software Infrastructure
19. How does a distributed infrastructure improve performance?

A. By storing the same application in two or more locations

B. By assigning its processing activity to one specific location

C. By creating information silos in disparate locations

D. By partitioning an IT system into different tiers

To improve performance and reduce network traffic, a distributed infrastructure

will often store the same application and/or information in two or more
locations.

AACSB: Technology
Blooms: Understand
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 2 Medium
Topic: Hardware and Software Infrastructure
20. Which of the following is true of a client/server infrastructure?

A. It starts with a basic 3-tier model and expands on it to allow scalability.

B. It has several layers and each layer undertakes a specific task.

C. It reduces the load placed on the network capacity and ensures efficiency.

D. It centralizes processing and storage for all information on a server.

The basic notion of a client/server infrastructure is that application processing is

divided between the client and the server. The functions of an information
system are divided among connected computers (or clients) on a network while
centralizing processing and storage for all information on a server.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 2 Medium
Topic: Hardware and Software Infrastructure
21. Which of the following is a form of distributed infrastructure?

A. 3-tier infrastructure

B. Client/server infrastructure

C. n-tier infrastructure

D. Critical infrastructure

The client/server infrastructure is a form of distributed infrastructure. The basic

notion of a client/server infrastructure is that application processing is divided
between the client and the server.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
22. A client/server infrastructure offloads the application programs and information
from the ____.

A. mainframe

B. server

C. CPU

D. port

The primary advantage of the client/server infrastructure is that it offloads the

application programs and information from the server. However, because
processing occurs at many client locations, and the client and server interact
frequently and extensively, information must flow rapidly between server and
clients for adequate performance.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
23. Which of the following is a disadvantage of a client/server infrastructure?

A. It places a heavy load on the network capacity.

B. It overloads the server with application programs.

C. It allows processing to occur at only one client location.

D. It transfers information between servers and clients at a slow pace.

Because processing in a client/server infrastructure occurs at many client

locations, and the client and server interact frequently and extensively,
information must flow rapidly between server and clients for adequate
performance. The client/server infrastructure thereby places a heavy load on the
network capacity, which can sometimes be a disadvantage.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 2 Medium
Topic: Hardware and Software Infrastructure
24. Which of the following is a typical component of a client/server infrastructure?

A. DBMS

B. Web analytics

C. Web browser

D. Hot site

Typical components of a client/server infrastructure include an Internet browser,

a personal computer (e.g., the client), and a Web server.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
25. In which of the following infrastructures is the IT system partitioned into layers?

A. Client/server

B. Tiered

C. Distributed

D. Critical

In a tiered infrastructure, the IT system is partitioned into tiers (or layers) where
each tier (or layer) performs a specific type of functionality. The concept of a
tiered infrastructure has evolved from 1-tier to n-tiers.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
26. A tiered infrastructure is also known as ____.

A. distributed infrastructure

B. client/server infrastructure

C. critical infrastructure

D. layer infrastructure

A tiered infrastructure is also known as a layer infrastructure. Most enterprise

applications are now developed using a tiered infrastructure.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
27. A _____ can be defined as one of two or more rows, levels, or ranks arranged
one above another.

A. benchmark

B. cell

C. rank

D. tier

A tier can be defined as one of two or more rows, levels, or ranks arranged one
above another. The concept of a tiered infrastructure has evolved from 1-tier to
n-tiers.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
28. Which of the following is true of tiered infrastructure?

A. It has multiple layers, each performing a specific type of functionality.

B. It has evolved from n-tier to 3-tier infrastructure.

C. It is a form of peer-to-peer infrastructure.

D. It has an n-tier infrastructure which is the most basic set up.

In a tiered infrastructure (sometimes referred to as a layer infrastructure), the IT

system is partitioned into tiers (or layers) where each tier (or layer) performs a
specific type of functionality.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 2 Medium
Topic: Hardware and Software Infrastructure
29. Which of the following is the most basic setup of a tiered infrastructure?

A. 1-tier infrastructure

B. 2-tier infrastructure

C. 3-tier infrastructure

D. n-tier infrastructure

A 1-tier infrastructure is the most basic setup because it involves a single tier on
a single machine. An example would be an application that runs on your PC and
everything you need to run the application such as data storage, business logic,
user interface, and so forth is wrapped up together.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
30. Which of the following is an example of a 1-tier infrastructure?

A. Web browsers

B. Word processors

C. Database management systems

D. Intranet

A 1-tier infrastructure is the most basic setup because it involves a single tier on
a single machine. An example of a 1-tiered application is a basic word processor
or a desktop file utility program.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
31. Which of the following is a type of tiered infrastructure which refers to the basic
client/server relationship?

A. 1-tier infrastructure

B. 2-tier infrastructure

C. 3-tier infrastructure

D. n-tier infrastructure

A 2-tier infrastructure is the basic client/server relationship. In essence, the client

handles the display, the server handles the request, and the application tier is
contained on one or both of the two tiers.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
32. In the _____ infrastructure, the client handles the display and the server handles
the request.

A. 1-tier infrastructure

B. 2-tier infrastructure

C. x-tier infrastructure

D. n-tier infrastructure

A 2-tier infrastructure is the basic client/server relationship. In essence, the client

handles the display, the server handles the request, and the application tier is
contained on one or both of the two tiers.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
33. Which of the following is true of a 2-tier infrastructure?

A. It has an application tier which is contained on one or both of the two tiers.

B. It is the most basic setup of a tiered infrastructure.

C. It balances the work of the network over several different servers.

D. It starts with a basic n-tier model and expands on it for more benefits.

A 2-tier infrastructure is the basic client/server relationship. In essence, the client

handles the display, the server handles the request (e.g., database query), and
the application tier is contained on one or both of the two tiers.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 2 Medium
Topic: Hardware and Software Infrastructure
34. Which of the following is an example of a 3-tier infrastructure?

A. Word processor

B. PowerPoint

C. Web browser

D. Spreadsheet

A typical example of 3-tier infrastructure is the Web browser that acts as the
client, an application server that handles the business logic, and a separate tier
(such as a DBMS) that handles database functions.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
35. A(n) _____ infrastructure is the most common approach used for Web
applications today.

A. 1-tier

B. 2-tier

C. 3-tier

D. n-tier

A 3-tier infrastructure is the most common approach used for Web applications
today. A typical example of 3-tier infrastructure is the Web browser that acts as
the client, an application server that handles the business logic, and a separate
tier (such as a DBMS) that handles database functions.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
36. A(n) _____ infrastructure starts with a basic 3-tier model and expands on it to
allow for greater performance, scalability, and a host of other benefits.

A. 1-tier

B. 2-tier

C. x-tier

D. n-tier

An n-tier infrastructure balances the work of the network over several different
servers. The letter "n" stands for any number of tiers. Traditionally, an n-tier
infrastructure starts with a basic 3-tier model and expands on it to allow for
greater performance, scalability, and a host of other benefits.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
37. A(n) _____ infrastructure balances the work of the network over several different
servers.

A. 1-tier

B. 2-tier

C. 3-tier

D. n-tier

An n-tier infrastructure balances the work of the network over several different
servers. The letter "n" stands for any number of tiers. Traditionally, an n-tier
infrastructure starts with a basic 3-tier model and expands on it to allow for
greater performance, scalability, and a host of other benefits.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
38. _____ is a delivery model for software which provides the ability to customize
data entry forms, screens, reports, and the like, and access to software
development tools to alter the way in which the software works by adding new
modules (services) and/or making modifications to existing modules.

A. IaaS

B. SaaS

C. SLA

D. PaaS

Platform-as-a-service (PaaS) is a delivery model for software identical to SaaS

with the additional features of (1) the ability to customize data entry forms,
screens, reports, and the like and (2) access to software development tools to
alter the way in which the software works by adding new modules (services)
and/or making modifications to existing modules.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
39. _____ involves using the cloud for a vast majority of your computing needs.

A. IaaS

B. SaaS

C. SLA

D. PaaS

Infrastructure-as-a-service (IaaS) is the cloud computing model in which you

acquire all your technology needs—storage hardware and data, network
equipment, application software, operating system software, data backups, CPU
processing capabilities, anti-you-name-it software—in the cloud.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
40. Which of the following is true of cloud computing?

A. It does not offer pay-per-use options and increases a firm's capital

expenditures.

B. It raises barriers to entry in markets that require an investment in technology.

C. It gives immediate access to a broad range of application software.

D. It is a risk-free alternative to acquiring physical computing infrastructure.

With cloud computing, on a moment's notice, you can begin to use almost any
application software you need—ERP, SCM, CRM, BI, analytics tools, and several
others. Again, you pay only for how much you use them.

AACSB: Technology
Blooms: Understand
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 2 Medium
Topic: Hardware and Software Infrastructure
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?

A. Interoperability

B. Benchmarking

C. Business continuity planning

D. Crowdsourcing

Benchmarking is a process of continuously measuring system results and

comparing those results to benchmarks, which are baseline values a system
seeks to attain. Benchmarking can lead to identifying steps and procedures to
improve system performance.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics
42. Accuracy, an infrastructure-centric metric, is usually measured inversely as ____.

A. error rate

B. downtime

C. throughput

D. abandon rate

Accuracy, an infrastructure-centric metric, is measured inversely as error rate. It

refers to the number of errors per thousand that a system generates.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics
43. Which of the following is often associated with bandwidth such as transmission
speeds expressed as kilobits per second and megabits per second?

A. Throughput

B. Response time

C. Click-through

D. Total hits

Throughput refers to the amount of information that can pass through a system
in a given amount of time. This is often associated with telecommunications
capabilities (bandwidth) such as transmission speeds.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics
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?

A. Abandon rate

B. System availability

C. Error rate

D. Time service factor

System availability is usually measured inversely as downtime, or the average

amount of time a system is down and unavailable to end users and customers.
This does not include regularly scheduled maintenance.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 3 Hard
Topic: IT Success 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 ____.

A. transaction speed

B. abandon rate

C. response time

D. downtime

System availability is usually measured inversely as downtime, or the average

amount of time a system is down and unavailable to end users and customers.
This does not include regularly scheduled maintenance.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 2 Medium
Topic: IT Success Metrics
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?

A. Conversion rate

B. Response time

C. Time service factor

D. Downtime

Response time is an infrastructure-centric metric. It refers to the average time to

respond to a user-generated event, such as a request for a report, a mouse
click, and so on.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 2 Medium
Topic: IT Success 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.

A. response time

B. conversion rate

C. scalability

D. accuracy

Scalability is an infrastructure-centric metric. It refers to how well a system can

adapt to increased demands. This is more of a conceptual metric that assesses
one's ability to upgrade the implemented infrastructure at minimal cost and
service interruption.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 2 Medium
Topic: IT Success Metrics
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?

A. Unique visitors

B. Total hits

C. Conversion rate

D. Page exposures

Total hits is a common Web-centric metric. It refers to number of visits to a Web

site, many of which may be by the same visitor.

AACSB: Technology
Blooms: Understand
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 2 Medium
Topic: IT Success Metrics
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?

A. Unique visitors

B. Conversion rate

C. Click-through

D. Cost-per-thousand

The conversion rate is a Web-centric metric. It refers to the percentage of

potential customers who visit a site and buy a product or service.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 2 Medium
Topic: IT Success Metrics
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?

A. Conversion rate

B. Total hits

C. Unique visitors

D. Click-through

Click-through is a Web-centric metric which refers to the count of the number

of people who visit a site, click on an ad, and are taken to the site of the
advertiser.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 2 Medium
Topic: IT Success Metrics
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?

A. Click-through

B. Abandoned registrations

C. Page exposures

D. Total hits

Abandoned registrations refer to the number of visitors who start the process of
completing a registration page and then abandon the activity.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 3 Hard
Topic: IT Success Metrics
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?

A. Downtime

B. Error rate

C. Time service factor

D. Abandon rate

Abandon rate is a call center metric which refers to the percentage of callers
who hang up while waiting for their call to be answered.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 3 Hard
Topic: IT Success Metrics
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?

A. ASA

B. FCR

C. CPM

D. SLA

Average speed to answer (ASA) is a call center metric which refers to the
average time, usually in seconds, that it takes for a call to be answered by an
actual person.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 3 Hard
Topic: IT Success Metrics
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?

A. Abandon rate

B. Transaction time

C. Response time

D. Time service factor

The time service factor is a call center metric which refers to the percentage of
calls answered within a specific time frame, such as 30 or 90 seconds.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 2 Medium
Topic: IT Success Metrics
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?

A. Time service factor

B. Average speed to answer

C. First call resolution

D. Transaction speed

First call resolution is a call center metric which refers to the percentage of calls
that can be resolved without having to call back.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 2 Medium
Topic: IT Success Metrics
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?

A. Enterprise resource plan

B. Business continuity plan

C. Operational plan

D. Annual growth plan

Business continuity plan is a step-by-step guideline defining how an

organization will recover from disaster or extended disruption of its business
processes.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 2 Medium
Topic: Business Continuity Planning
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?

A. Maintenance

B. Analysis

C. Design

D. Implementation

In the BCP analysis phase, you perform impact analysis, threat analysis, and
impact scenario analysis, and then build a requirement recovery document.

AACSB: Technology
Blooms: Understand
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 2 Medium
Topic: 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?

A. Testing

B. Design

C. Analysis

D. Implementation

In the BCP analysis phase, you perform impact analysis, threat analysis, and
impact scenario analysis, and then build a requirement recovery document. In
impact analysis, one differentiates between critical, core IT applications and
those that are noncritical.

AACSB: Reflective Thinking

Blooms: Apply
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 2 Medium
Topic: 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?

A. Collocation facility

B. Hot site

C. Virtual environment

D. Cold site

Many organizations choose to store backup information in an off-site storage

facility, or a place that is located separate from the company and often owned
by another company, such as a collocation facility. A collocation facility is
available to a company that rents space and telecommunications equipment
from another company. Many organizations choose to store backup information
in a collocation facility.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning
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.

A. analysis

B. testing

C. maintenance

D. design

In business continuity planning, the design phase involves using the requirement
recovery document to develop a formal, technical, and detailed plan for
recovering from a disaster. A good disaster recovering plan takes into account
takes into consideration the location of the backup information and the actual
facility where employees will work.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning
61. Which of the following phases of the business continuity plan involves executing
simulated scenarios of disasters and having employees execute on a disaster
recovery plan?

A. Maintenance

B. Implementation

C. Testing

D. Design

In business continuity planning, the testing phase involves executing simulated

scenarios of disasters and having employees execute on a disaster recovery plan
to ensure that the solution satisfies an organization's recovery requirements.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning
62. What is the last phase of the business continuity planning process?

A. Implementation

B. Maintenance

C. Design

D. Testing

The last phase of business continuity planning is maintenance. It involves

continually assessing new threats and reevaluating IT systems and related assets
to determine their changing importance to the organization.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning

True / False Questions

63. An organization with an SOA philosophy reacts proactively to perceived
changes in the market.

TRUE

An organization with an SOA philosophy reacts proactively to perceived

changes in the market, competition, and customer demographics, wants, and
desires.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction

64. SOA places several structural constraints on an organization.

FALSE

SOA would enable an organization to become the organization of the future. It

will be bound by very few structural constraints, and be able to look for and
capitalize on the next great competitive advantage.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction
65. An IT-enabled SOA philosophy allows your organization to provide customers
with multi-channel service delivery options and customizable products and
services.

TRUE

An IT-enabled SOA philosophy allows your organization to provide customers

with multi-channel service delivery options and customizable products and
services. Customers should be able to plug-and-play into any communication
channel with your organization.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction

66. In terms of information needs, a company with a service-oriented architecture

philosophy would focus on business intelligence and integrated information.

TRUE

In terms of information needs, a company with a service-oriented architecture

philosophy would focus on integrated information, business intelligence,
knowledge, data warehouses, standard information formats, and integrity
controls.

AACSB: Technology
 Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction

67. An ERP system in an SOA should prevent interoperability among multiple

vendors.

FALSE

An ERP system in an SOA should support transparent interoperability among

multiple vendors and within ERP modules provided by the same vendor.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction

68. Ajax and WSDL are some of the infrastructure platforms that do not support a
service-oriented architecture approach.

FALSE

Ajax, SOAP, WSDL, UDDI, and CORBA are infrastructure platforms that support a
service-oriented architecture approach.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
 organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction

69. Infrastructure is the most important organizational resource that a service-

oriented architecture philosophy leverages.

FALSE

Information is the most important organizational resource that a service-

oriented architecture philosophy leverages. End users need access to all types of
information instantly, regardless of where that information is located.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 2 Medium
Topic: Introduction
70. An SOA approach to information requires duplicate information to be
maintained in silos in an organization.

FALSE

An SOA approach to information requires that no duplicate information exists in

disparate silos anywhere in an organization. In addition, any kind of information
from any source should be enabled for quick and easy coupling with other
information.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction

71. An SOA approach to information requires that information be available in

multiple formats in order to support interoperability.

FALSE

An SOA approach to information requires that information be in a standard

format no matter where it exists.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction
72. In a corporation, the IT infrastructure should enable people, processes, and
customers to interact and perform their tasks.

TRUE

In a corporation, an IT infrastructure includes the hardware, software, and

information that (1) enables people, processes, and customers to interact and
perform their tasks and (2) ensures the components work together.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

73. An example of a client/server infrastructure would be a person surfing the

Internet.

TRUE

A client/server infrastructure has one or more computers that are servers which
provide services to other computers called clients. An example of a client/server
infrastructure would be a person surfing the Internet.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
 Topic: Hardware and Software Infrastructure

74. The concept of a tiered infrastructure has developed from 1-tier to n-tiers.

TRUE

In a tiered infrastructure, the IT system is partitioned into tiers where each tier
performs a specific type of functionality. The concept of a tiered infrastructure
has developed from 1-tier to n-tiers.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

75. In a client/server infrastructure, the functions of an information system are

divided among computers on a network while centralizing processing and
storage for all information on a server.

TRUE

A client/server infrastructure has one or more computers that are servers which
provide services to other computers called clients. In such an infrastructure, the
functions of an information system are divided among computers on a network
while centralizing processing and storage for all information on a server.

AACSB: Technology
Blooms: Remember
 Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

76. A major drawback of the client/server infrastructure is that it does not have the
capacity to offload application programs and information from the server.

FALSE

A client/server infrastructure has one or more computers that are servers which
provide services to other computers called clients. An advantage of the
client/server infrastructure is that it offloads application programs and
information from the server.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

77. An n-infrastructure is one which has a single tier on a single machine.

FALSE

An n-tier infrastructure balances the work of the network over several different
servers. The letter "n" stands for any number of tiers.

AACSB: Technology
Blooms: Remember
 Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

78. The objective of cloud computing is to have one's computing costs align with
the activity level of one's organization.

TRUE

Cloud computing is a technology model in which any and all resources are
delivered as a set of services via the Internet. The goal of taking advantage of
cloud computing is to have one's computing costs align with the activity level of
one's organization.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

79. Software as a service (SaaS) is a delivery model for software in which one buys
low quality software for basic software needs.

FALSE

Software as a service (SaaS) is a delivery model for software in which one pays
for software on a pay-per-use basis instead of buying the software outright.

AACSB: Technology
 Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

80. The infrastructure-as-a-service model maximizes one's capital investment in

technology.

FALSE

Infrastructure-as-a-service is a cloud computing model in which you acquire all

your technology needs in the cloud. Using the IaaS model, you attempt to
minimize your capital investment in technology.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

81. A service level agreement (SLA) is provided by one's cloud service provider.

TRUE

An important consideration to be made while moving to the cloud is the service

level agreement which is provided by one's cloud service provider.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
 organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

82. A private cloud is one which exists on the Internet but is not available to all
Internet users.

FALSE

A private cloud is cloud computing services hosted by an organization on its

internal network and available only to its employees and departments within
that organization. Thus, a private cloud does not exist on the Internet but rather
within an organization.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 2 Medium
Topic: Hardware and Software Infrastructure
83. A disadvantage of cloud computing is that it increases barriers to entry in
markets that require a significant investment in technology.

FALSE

Cloud computing holds promise for both established organizations and start-up
businesses. It lowers barriers to entry in markets that require a significant
investment in technology. Since one does not have to buy the technology, one
can thus enter the market without the expense of the technology.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 2 Medium
Topic: Hardware and Software Infrastructure

84. Benchmarks are often industry-specific, process specific, generated internal to

one's organization, or a combination of the three.

TRUE

Benchmarking is the process of continuously measuring system results and

comparing those results to benchmarks. Benchmarks are baseline values a
system seeks to attain. Benchmarks are often industry-specific, process specific,
generated internal to one's organization, or a combination of the three.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
 Level of Difficulty: 2 Medium
Topic: IT Success Metrics

85. Throughput, transaction speed, and accuracy are infrastructure-centric metrics.

TRUE

An infrastructure metric is typically a measure of the efficiency, speed, and/or

capacity of technology. It includes throughput, transaction speed, response
time, system availability, and accuracy.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics

86. Throughput is often associated with telecommunication capabilities such as

transmission speed.

TRUE

Throughput refers to the amount of information that can pass through a system
in a given amount of time. This is often associated with telecommunication
capabilities such as transmission speed.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics
87. System availability includes regularly scheduled maintenance time.

FALSE

System availability refers to the average amount of time a system is down and
unavailable to end users and customers. It does not include regularly scheduled
maintenance.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics

88. Effectiveness metrics calculate results of technologies or applications in an

environment.

TRUE

Effectiveness metrics calculate results of technologies or applications in an

environment. For example, call centers have numerous effectiveness metrics as
do Web e-business applications.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics
89. Number of stockouts and excess inventory are supply chain management
metrics.

TRUE

Number of stockouts, distribution and warehousing costs, and excess inventory

are supply chain management metrics.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics

90. As a Web-centric metric, total hits does not include the number of visits to a
Web site made by the same user.

FALSE

Total hits refers to the number of visits to a Web site, many of which may be by
the same visitor.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 2 Medium
Topic: IT Success Metrics
91. Abandoned shopping carts is a Web-centric metric which refers to the number
of visitors who pay for merchandise before abandoning a shopping cart.

FALSE

Abandoned shopping carts is a Web-centric metric which refers to the number

of visitors who create a shopping cart, start shopping, and then abandon the
activity before paying for the merchandise.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics

92. A business continuity plan starts with the design phase.

FALSE

A business continuity plan starts with an organization's strategic plan, which

informs a person of the relative importance of resources, processes, systems,
and other organizational assets.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning
93. A disaster recovery cost curve charts the cost to your organization of the
unavailability of information and technology.

TRUE

A disaster recovery cost curve charts (1) the cost to your organization of the
unavailability of information and technology and (2) the cost to your
organization of recovering from a disaster over time.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning

94. In business continuity planning, one must test the disaster recovery plan before
implementing it.

FALSE

In business continuity planning, one must implement the disaster recovery plan
before testing it. In contrast, in an SDLC, one would develop and test the plan
before implementing it.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 2 Medium
Topic: Business Continuity Planning
Fill in the Blank Questions

95. According to the _____ philosophy, an organization should have software

developed from reusable units of code instead of bringing in brand new
systems.

service-oriented architecture

A service-oriented architecture (SOA) is a software architecture perspective that

focuses on the development, use, and reuse of small self-contained blocks of
code (called services) to meet all the application software needs of an
organization. If SOA is adopted, the organization is saying that instead of
bringing in brand new systems all its software will be developed from reusable
units of code.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction
96. A service-oriented architecture perspective focuses on the development, use,
and reuse of small self-contained blocks of code called _____ to meet all the
application software needs of an organization.

services

A service-oriented architecture (SOA) is a software architecture perspective that

focuses on the development, use, and reuse of small self-contained blocks of
code (called services) to meet all the application software needs of an
organization.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction
97. According to the SOA philosophy, an ERP system should support transparent
_____ across multiple vendors and within ERP modules provided by the same
vendor.

interoperability

An SOA philosophy requires that your organization view its end users of IT (i.e.,
employees within the organization) just as it does external customers. This is
mainly achieved through a fully integrated enterprise resource planning (ERP)
system that meets every application software and information need of each and
every employee. The ERP system should support transparent interoperability
across multiple vendors and within ERP modules provided by the same vendor.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-01 Describe how a service-oriented architecture can be used as a philosophical approach to help the
organization of the future meet all its IT-related needs.
Level of Difficulty: 1 Easy
Topic: Introduction
98. A primary goal of a(n) _____ within a service-oriented architecture is to hide the
underlying IT infrastructure of information and hardware from end users and
customers.

enterprise resource planning (ERP) system

Two primary goals of an enterprise resource planning (ERP) system within a

service-oriented architecture are to hide the underlying IT infrastructure of
information and hardware from end users and customers and to provide
interoperability within an ERP vendor and for modules among different ERP
vendors.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
99. _____ is the capability of two or more computing components to share
information and other resources, even if they are made by different
manufacturers.

Interoperability

Interoperability is the capability of two or more computing components to share

information and other resources, even if they are made by different
manufacturers.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

100. The major benefit of _____ is that processing activity can be allocated to the
locations(s) where it can most efficiently be done.

distributed infrastructure

The major benefit of distributed infrastructure is that processing activity can be

allocated to the locations(s) where it can most efficiently be done. To improve
performance and reduce network traffic, a distributed infrastructure will often
store the same application and/or information in two or more locations.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
 organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

101. The functions of an information system in a client/server infrastructure are

divided among connected computers (or clients) on a(n) _____ while centralizing
processing and storage for all information on a(n) ____.

network; server

The functions of an information system are divided among connected

computers (or clients) on a network while centralizing processing and storage
for all information on a server. For instance, when one is surfing on the Internet,
this is an example of a client/server infrastructure.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
102. Tiered infrastructure is also known as ____.

layer infrastructure

Most enterprise applications are now developed using a tiered infrastructure. In

a tiered infrastructure (sometimes referred to as a layer infrastructure), the IT
system is partitioned into tiers (or layers) where each tier (or layer) performs a
specific type of functionality.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

103. Client/server infrastructure is a form of ____.

distributed infrastructure

A client/server infrastructure (or client/server network) has one or more

computers that are servers which provide services to other computers, called
clients. The client/server infrastructure is a form of distributed infrastructure.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
104. Traditionally, an n-tier infrastructure starts with a basic _____ model and expands
on it to allow for greater performance, scalability, and a host of other benefits.

3-tier

An n-tier infrastructure balances the work of the network over several different
servers. The letter "n" stands for any number of tiers. Traditionally, an n-tier
infrastructure starts with a basic 3-tier model and expands on it to allow for
greater performance, scalability, and a host of other benefits.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

105. _____ is a technology model in which any and all resources are delivered as a set
of services via the Internet.

Cloud computing

Cloud computing is a technology model in which any and all resources—

application software, processing power, data storage, backup facilities,
development tools, and so on are delivered as a set of services via the Internet.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
 Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

106. _____ refers to multiple people simultaneously using a single instance of a piece
of software.

Multi-tenancy

Multi-tenancy refers to multiple people simultaneously using a single instance of

a piece of software.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

107. _____ is a delivery model for software identical to SaaS with additional features
such as the ability to customize data entry forms, screens, reports, and the like.

Platform-as-a-service (PaaS)

Platform-as-a-service is a delivery model for software identical to SaaS with

additional features of (1) the ability to customize data entry forms, screens,
reports, and the like and (2) access to software development tools to alter the
way in which the software works by adding new modules and/or making
modifications to existing modules.

AACSB: Technology
 Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

108. _____ is a cloud computing model in which you acquire all your technology
needs in the cloud.

Infrastructure-as-a-service (IaaS)

Infrastructure-as-a-service (IaaS) is the cloud computing model in which one

acquires all their technology needs in the cloud. Using the IaaS model, one
attempts to minimize capital investment in technology.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure
109. A(n) _____ cloud exists within a specific organization instead of on the Internet.

private

A private cloud refers to cloud computing services established and hosted by an

organization on its internal network and available only to employees and
departments within that organization. So, a private cloud doesn't exist on the
Internet but rather within a specific organization.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-02 Define and describe the various hardware and software infrastructure considerations in an
organization.
Level of Difficulty: 1 Easy
Topic: Hardware and Software Infrastructure

110. _____ refer to the baseline values a system seeks to attain.

Benchmarks

Benchmarking is the process of continuously measuring system results and

comparing those results to benchmarks. Benchmarks refer to baseline values a
system seeks to attain.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics
111. Most infrastructure-centric-metrics today in the IT world are _____ metrics, which
focus on the extent to which an organization is doing something right.

efficiency

Most infrastructure-centric-metrics today in the IT world are efficiency metrics.

An infrastructure-centric-metric metric is typically a measure of the efficiency,
speed, and/or capacity of technology.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics

112. A(n) _____ metric is typically a measure of the efficiency, speed, and/or capacity
of technology.

infrastructure-centric-metric

An infrastructure-centric-metric metric is typically a measure of the efficiency,

speed, and/or capacity of technology. Examples of infrastructure-centric-metrics
would include throughput, accuracy, and response time.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics
113. _____ are a measure of the success of your Web and e-business initiatives.

Web centric metrics

A Web-centric metric is a measure of the success of your Web and e-business

initiatives. Unique visitors, total hits, and click-through are some of the common
Web-centric metrics.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics

114. _____ is a Web-centric metric which is commonly used by Nielsen/Net rankings

to rank the most popular Web sites.

Unique visitors

Unique visitors is a Web-centric metric which is commonly used by Nielsen/Net

rankings to rank the most popular Web sites. It refers to the number of unique
visitors to a site in a given time.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics
115. Cost-per-thousand is a Web-centric metric which refers to sales dollars
generated per dollar of ____.

advertising

Cost-per-thousand is a Web-centric metric which refers to sales dollars

generated per dollar of advertising. This is commonly used to make the case for
spending money to appear on a search engine.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-03 Describe cloud computing; its various implementations; and its advantages.
Level of Difficulty: 1 Easy
Topic: IT Success Metrics

116. With respect to IT systems and information, the _____ was in the past known as
the disaster recovery plan and contingency plan.

business continuity plan

In past years, with respect to IT systems and information, the business continuity
plan went by other names, such as disaster recovery plan and contingency plan.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning
117. In a business continuity plan, the second step of the analysis phase is ____, in
which you document the possible threats to your organization and its assets.

threat analysis

In the analysis phase of the business continuity plan, the second step is threat
analysis where you document the possible threats to your organization and its
assets.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning

118. In the analysis phase of the business continuity plan, _____ involves considering
each threat and building a worst case scenario for each of them.

impact scenario analysis

In the analysis phase of the business continuity plan, impact scenario analysis
involves considering each threat and building a worst-case scenario for each of
them. An impact scenario analysis provides further definition and detail
concerning the scope and magnitude of each possible disaster.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
 Level of Difficulty: 1 Easy
Topic: Business Continuity Planning

119. The _____ document is the basis for the design phase of business continuity
planning.

requirement recovery

The requirement recovery document is a detailed document which describes (1)

the distinction between critical and noncritical IT information and systems, (2)
each possible threat, and (3) the possible worst-case scenarios that can result
from each disaster. This document becomes the basis for the design phase of
business continuity planning.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning
120. Business continuity planning starts with an organization's ____, which informs
one of the relative importance of resources, processes, systems, and other
organizational assets.

strategic plan

Business continuity planning starts with an organization's strategic plan, which

informs one of the relative importance of resources, processes, systems, and
other organizational assets. It is important to understand and develop a ranking
of the importance of these assets because one cannot develop a business
continuity plan that enables one to recover every asset within minutes of some
sort of disaster.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning
121. Impact analysis is also known as ____, refers to the process of evaluating IT
assets, their importance of the organization, and their susceptibility to threats.

risk assessment

Impact analysis is often called risk assessment. It refers to the process of

evaluating IT assets, their importance of the organization, and their susceptibility
to threats.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning

122. A(n) _____ is a separate and fully equipped facility where a company can move
immediately after a disaster and resume business.

hot site

A hot site is a separate and fully equipped facility where a company can move
immediately after a disaster and resume business.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning
123. A(n) _____ is a separate facility that does not have any computer equipment but
a place where employees can move after a disaster.

cold site

A cold site is a separate facility that does not have any computer equipment but
a place where employees can move after a disaster.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning

124. In the _____ phase, business continuity planning diverges from the SDLC.

implementation

In the implementation phase, business continuity planning diverges somewhat

from the SDLC. In contrast to SDLC, business continuity planning implements a
disaster recovery plan before testing it.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning
125. The last phase of business continuity planning is ____.

maintenance

The last phase of business continuity planning is maintenance. As with the SDLC,
no "system" is ever complete; it needs constant monitoring, support, and
maintenance.

AACSB: Technology
Blooms: Remember
Learning Objective: 07-04 Compare and contrast commonly used metrics for assessing the success of IT systems and Itrelated
initiatives.
Level of Difficulty: 1 Easy
Topic: Business Continuity Planning