CH7 MIS

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

Cold site

Network

Rootkit

Cache

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

Processes

Data

Infrastructure

Systems

3. 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?

Time service factor

Average speed to answer

First call resolution

Transaction speed

4. A client/server infrastructure offloads the application programs and information from the ____.

Mainframe

Server

CPU

Port

5. 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.

Response time

Conversion rate

Scalability

Accuracy

6. Which of the following is a fundamental underlying infrastructure for any IT environment?

Metadata

Cache

Network

Primary key

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

DBMS

Web analytics

Web browser

Hot site

8. 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?

Unique visitors

Conversion rate

Click-through

Cost-per-thousand

9. 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?

Enterprise resource plan

Business continuity plan

Operational plan

Annual growth plan

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

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

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

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

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

11. 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?

Click-through

Abandoned registrations

Page exposures

Total hits

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

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

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

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

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

13. 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 ____.

Transaction speed

Abandon rate

Response time

Downtime

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

Collocation facility

Hot site

Virtual environment

Cold site

15. 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?

Downtime

Error rate

Time service factor

Abandon rate

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

3-tier infrastructure

Client/server infrastructure

N-tier infrastructure

Critical infrastructure

17. 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?

Conversion rate

Total hits

Unique visitors

Click-through

18. 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?

Unique visitors

Total hits

Conversion rate

Page exposures

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

PowerPoint

Mashups

Intranet

Extranet

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

It places a heavy load on the network capacity.

It overloads the server with application programs.

It allows processing to occur at only one client location.

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

21. 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?

Abandon rate

Transaction time

Response time

Time service factor

22. 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?

Conversion rate

Response time

Time service factor

Downtime

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

IaaS

SaaS

SLA

PaaS

24. 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?

ASA

FCR

CPM

SLA

25. 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?

Abandon rate

System availability

Error rate

Time service factor

Ch7 MIS