1. Which of the following is not common in conducting an applied research regarding the 7.

he 7. Computer based information system (CBIS) typically composed of the following elements except.
improvement of an ICT infrastructure in an organization? A. People
A. Acknowledge others to communicate with you verbally and non-verbally. B. Network
B. Organizational needs and selection criteria are taken for granted.
C. Procedure
C. Reporting your findings to an appropriate person.
D. Business firm
D. Maintain a positive attitude for your research area.
8. Microsoft is a software developing firm. Suppose you are a system administrator of this company’s
2. One of the following skill is not expected to be attained by an IT service manager
branch in Ethiopia. Which one of the following would be the best possible appropriate person to
A. Skill for solving unknown problems in a range of contexts, particularly in developing
whom you would report to?
new approaches with new technology.
A. Your immediate supervisor.
B. Basic planning skills in relation to scope, time, cost, quality, communications and risk
B. Your company’s supplier.
management.
C. Participating in the development of reports and summary findings Plain. C. Your customer.
D. Meager English literacy and communication skills in relation to analysis, evaluation D. Your company’s lawyer
and presentation of information. 9. Which one of the following is not included under the aim of organizational effectiveness and efficiency?

3. Which of the following is the final step in conducting an applied research to solve organizational problems? A. Using resources wisely and in accost effective way.
A. Feasibility study B. Doing the right thing in the right way at the right time.
B. Statement of the problem C. Using Maximum resources to produce the desired volume of output.
C. Background of the study D. Improved information flows. (MIS).
D. Findings and Recommendation 10. Solution developers ,business clients working together, or number of third-party solution developers
4. When developing a disaster recovery plan (DRP) we should. working together are :

A. Consult competitor business organization A. Manager

B. Focus only on the organizational profit B. Project Team
C. Identify critical systems and ensure they are restored as soon as possible. C. Client
D. Prepare an organizational structure of our stakeholder D. Suppliers and Vendors.

5. In determining customer needs, which one of the following should NOT be fulfilled? 11. Which one of the following is not considered as Business-Critical Function?
A. Understanding Who they are A. Financial Systems
B. Understanding What they do B. Customer service functions
C. Understanding What they expect of you C. Payroll
D. Understanding how they wear.
D. Attending regular monthly meetings.
6. Service-level agreement may exist for many different infrastructure services but one of the following
is not included.
A. ASPs
B. ADSL
C. ISPs
D. SLAs for vendor products
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12. One of the following is correct order about risk analysis stages. 18. Which of the following phase is correct about plan and monitors the system pilot from Final to Initial?
A. Identify Assets Identify Threats consider Probability Estimate Loss consider safeguards A. Install Pilot system Monitor implementation of Pilot system  prepare for Pilot System
Cost Benefit Analysis Implement Plan. Evaluate pilot System
B. Identify Threats  Identify Assets  consider Probability Estimate Loss consider B. Monitor implementation of Pilot system Install Pilot system prepare for Pilot System
safeguards Cost Benefit Analysis Implement Plan. Evaluate pilot System
C. Identify Assets Identify Threats consider Probability Estimate Loss consider safeguards C. prepare for Pilot System Install Pilot system Monitor implementation of Pilot system 
Implement Plan  Cost Benefit Analysis Evaluate pilot System
D. Identify Assets Identify Threats consider ProbabilityConsider safeguards Estimate Loss D. Evaluate pilot System  Monitor implementation of Pilot system Install Pilot system
Cost Benefit Analysis Implement Plan. prepare for Pilot System.

13. Suppose you are an employee in XYZ Company as a system Administrator. Your company need to 19. Which one of the following is FALSE about assessing risks and implementing risk control measures?
shift its process to an on-line service thorough out the branches. Which one of the following solution A. Knowledge of problem identification and resolution.
is not good enough in shifting the process from manual to a web-based online service? B. Pitiable knowledge of factors which lead/cause resistance to change.
A. Installing new hardware or hardware upgrades that could satisfy the requirement
C. Good record keeping and management methods
B. Installing new up-to date operating system software or application software upgrades to newer versions.
D. Good consultation and communication techniques.
C. User training before implementing a new system.
D. Promoting the new implemented system to clients so that they can benefit from the system. 20. Part of normal work and that does not require a special event to occur and alien with a
14. Which of the following skill is not a management skill for system Analyst? sequence of events or project.
A. Resource Management A. Continuous improvement
B. Project management B. Organizational Knowledge.
C. Risk management C. Breakthrough Improvement.
D. Enterprise Resource Planning (ERP)
D. Relevant Metrics
15. For an IT service Manager, one of the following is not a MUST to know about.
21. The recruitment, selection, as+signment, training, development, evaluation and
A. Broad knowledge of technology and product directions for evaluating and forecasting
compensation of staff.
vendor and technology trends
A. Organizing
B. Broad knowledge for evaluating current system functionality to forecast for planning
C. Broad knowledge for evaluating external disputes of the organization. B. Staffing
D. Broad knowledge for evaluating the operating systems supported by the organization to C. Leading
forecast for planning. D. Planning
16. A person or organization that has an interest in system or is impacted by the system?
A. System Analyst. C. Database Admin
B. Network Admin D. Stakeholder.
17. A way of preventing mistakes or defects and avoiding problems when delivering solutions
or services to customers.
A. Quality Control C. Quality Improvement
B. Quality Assurance D. Quality management Plan

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 Column A Column B
N ___1 Information technology failure (hardware, software) A. Decomposition
D___2. Provide a coordinated approach to the disaster recovery process B. Manger
C. Installation
H____3. Directly or indirectly related to a loss of life.
D. contingency plan
B____4. A person with frontline management roles and responsibilities, regardless of the title of their position.
E. Sabotage
L___5. An authorized access to the system in any circumstances
F. Breakthrough Improvement
R___6. Breakdowns of internet or wide Area Network. G. Muda
G----- 7. Identification and elimination of waste H. Critical System

K___8. The speed, Capacity.& Reliability of the system I. Management

J. Kaizen
S___9. Variables of Project Plan
K. Performance
A___10. The process of breaking down a system in to smaller components.
L. Security
J___11. Continuous improvement. M. Establish contact with customer
O___12. identifying points of agreement and points of difference N. Threats
C___13 .process during which the current system is replaced by the new system. O. Negotiation techniques
P. Welcoming customer
F____14. Kaizen Blitz
Q. Customer contact
E___15. Data and software are intentionally destroyed or corrupted.
R. External threats
S. Scope, Objective & Budget

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Question Answer
1 B- Organizational needs and selection criteria are taken for granted.
2 D-Meager English literacy and communication skills in relation to analysis, evaluation and presentation of
information
3 D-Findings and Recommendation
4 C-Identify critical systems and ensure they are restored as soon as possible
5 D-Understanding how they wear
6 B-ADSL
7 D- Business firm
8 A-Your immediate supervisor
9 C-Using Maximum resources to produce the desired volume of output
10 B-Project Team
11 D-Attending regular monthly meetings
12 A-Identify Assets  Identify Threats  consider Probability Estimate Loss consider safeguards 
Cost Benefit Analysis Implement Plan
13 B-Installing new up-to date operating system software or application software upgrades to newer versions
14 D-Enterprise Resource Planning (ERP)
15 C-Broad knowledge for evaluating external disputes of the organization
16 D-Stakeholder
17 B-Quality Assurance
18 D-Evaluate pilot System  Monitor implementation of Pilot system Install Pilot system prepare for
Pilot System.
19 B-Pitiable knowledge of factors which lead/cause resistance to change
20 A-Continuous improvement
21 B-Staffing
1 N- Threats
2 D-contingency plan
3 H - Critical System
4 B-Manger
5 L-Security
6 R- External threats
7 G- Muda
8 K-Performance
9 S- Scope, Objective & Budget
10 A-Decomposition
11 J-Kaizen
12 O-Negotiation techniques
13 C-Installation
14 F-Breakthrough Improvement
15 E-Sabotage