6-3
Chapter quiz
*See page 10 in the“Answers and Explanations”booklet for the correct answers.
6-1
Which of the following is appropriate as an item for evaluating the service level to the user
of a system?
a)
b)
c)
d)
6-2
Which of the following is responsible for receiving various inquiries, such as operations of
the product, solutions at the time of troubles, and complaints from the users of the system?
a)
b)
c)
d)
6-3
The cost concerning the system development
The recovery time from system failure
The number of programs that make up the system
The number of disk input/output
Access counter
Webmaster
Data center
Help desk
Which of the following is a characteristic of a service desk in operations management of
information systems?
Service management
Inquiries are about temporary issues, so records are not necessary.
Service desks passively await user inquiries; they do not initiate communication.
Service desks should be consolidated into a single window for inquiries.
The scope of inquiries is limited to the method of operations.
Chapter 6
a)
b)
c)
d)
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