Question:Hi Can someone help me with these questions?

From Book:

IT Systems Management (2010)

by Rich Schiesser

2nd Edition

Prentice Hall; ISBN-10: 0137025068

Test Your Understanding (Chapter 6)

1. IT Service Management bridges the gap between the business goals of a company and the technology used to accomplish those goals. (True or False)

2. ITIL service delivery processes are considered user-facing while service support processes are

considered customer-facing. (True or False)

3. Which one of the following is not considered an objective of IT Service Management?

a. to ensure that the organization's business needs are supported by high-quality, cost-effective,

value-adding IT services

b. to maximize the performance of IT hardware and software resources

c. to improve the quality of IT service provision

d. to reduce the long-term cost of service provision

4. The new standard for IT Service Management from the International Standards Organization (ISO) that is heavily based on ITIL processes is ____________ .

5. What are some of the cultural changes an IT organization would have to make to transition from being technology-oriented to becoming more service-oriented?

Test Your Understanding (Chapter 7)

1. With so many components influencing system uptime, it is usually preferred to have several individuals responsible for availability. (True or False)

2. A 24x7 system contracted to be available 99.0 percent can be down for 1.5 hours per week and still be in compliance. (True or False)

3. One of the most effective measurements of availability is:

a. percent of uptime

b. percent of downtime

c. amount of time up

d. amount of time down

4. For a 24x7x365 product or service, how much annual down time would result from seven 9's

availability? __________ four 9's?__________ five 9's? __________

5. If you were providing Internet services and availability was one of its major features, how would you market it?

Test Your Understanding (Chapter 8)

1. The two primary advantages of a SAN are speed and flexibility. (True or False)

2. Connecting devices with nonstandard interfaces to the network usually enhances network performance. (True or False)

3. Which of the following is not related to managing the performance of a database?

a. encryption codes

b. indexes

c. keys

d. locks

4. The number and size of ___________ can trade off the amount of memory available for processor oriented transactions.

5. Some organizations use multiple performance managers based on their fields of expertise, such as servers, storage equipment or networks. What are some of the advantages and disadvantages of this approach?

Test Your Understanding (Chapter 9)

1. The production acceptance methodology is consistent and identical across all platforms.

(True or False)

2. Service providers typically need just a small number of key representative customers to serve as a barometer of good customer service. (True or False)

3. Which of the following is not a high priority characteristic of a production acceptance process owner?

a. knowledge of applications

b. knowledge of operating systems

c. ability to evaluate documentation

d. ability to communicate effectively with software developers

4. Production acceptance requires much cooperation and support between the _____________ and infrastructure departments.

5. Why are policy statements necessary for a robust production acceptance process?

Test Your Understanding (Chapter 10)

1. Change management is relatively new among of the 12 systems management disciplines. (True or False)

2. In a robust change management process, the priority scheme applies only to emergency changes. (True or False)

3. Which of the following is an important aspect of a change review board's charter?

a. validating that all planned changes from the prior week were legitimate

b. reviewing all emergency changes as to impact level and lead time

c. analyzing the total number and types of changes from the prior week to evaluate trends, patterns, and relationships

d. bringing to the attention of the board any logged changes

4. The percentage of _______________ ____________ to all changes can indicate the relative degree to which an organization is reactive or proactive.

5. Explain why you think a priority scheme for changes is, or is not, worth the overhead cost of

administering and enforcing?