Ch7 MIS
Final study
- 1.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
- 2.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
- 3.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
- 4.Which of the following represents the different layers of structure, which provide support or services?
- A.
Processes
- B.
Data
- C.
Infrastructure
- D.
Systems
- 5.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
- 6.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
- 7.
- A.
Enterprise resource plan
- B.
Business continuity plan
- C.
Operational plan
- D.
Annual growth plan
- 8.Which of the following is a fundamental underlying infrastructure for any IT environment?
- A.
Metadata
- B.
Cache
- C.
Network
- D.
Primary key
- 9.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
- 10.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.
- 11.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
- 12.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
- 13.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
- 14.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
- 15.Which of the following is a Web 2.0 application?
- A.
PowerPoint
- B.
Mashups
- C.
Intranet
- D.
Extranet
- 16.A client/server infrastructure offloads the application programs and information from the ____.
- A.
Mainframe
- B.
Server
- C.
CPU
- D.
Port
- 17.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
- 18.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
- 19.Which of the following is a typical component of a client/server infrastructure?
- A.
DBMS
- B.
Web analytics
- C.
Web browser
- D.
Hot site
- 20.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
- 21._____ involves using the cloud for a vast majority of your computing needs.
- A.
IaaS
- B.
SaaS
- C.
SLA
- D.
PaaS
- 22.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
- 23.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.
- 24.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.
- 25.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
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