ACCO 2063 Chapter 10 Managing Systems Support & Security

NAME ______________________________________ SECTION ___________________

DATE ______________________________ PROF. M. DOQUENIA

MULTIPLE CHOICE

1. If significant changes take place in an existing system or if a new version is released, the IT department
might develop a ____.
a. user training package c. maintenance module
b. documentation process d. utility index
2. ____ activities include changing programs, procedures, or documentation to ensure correct system
performance; adapting the system to changing requirements; and making the system operate more
efficiently.
a. Procedural c. Maintenance
b. Documented d. Programmatic
3. Perfective maintenance usually is cost effective ____ the systems operational life.
a. early in c. late in
b. during the middle of d. throughout
4. ____ involves studying the parts to understand the overall system.
a. Synthesis c. Analysis
b. Risk management d. Risk identification
5. The ____ is responsible for assigning maintenance tasks to individuals or to a maintenance team.
a. user c. systems review committee
b. programmer d. system administrator
6. In a typical system, the initial version of the system is 1.0, and the release that includes the first set of
maintenance changes is version ____.
a. 1.0 c. 2.0
b. 1.1 d. 2.1
7. A ____ is a formal reference point that measures system characteristics at a specific time.
a. feature line c. product point
b. baseline d. risk point
8. To measure system performance, companies use ____ testing, which uses a set of standard tests on one
system to compare its performance and capacity to that of other systems.
a. metric c. threat
b. benchmark d. allocation
9. ____ describes the amount of data that a system can transfer in a fixed time period.
a. Throughput c. Dimensionality
b. Resolution d. Bandwidth

10. Bandwidth will not be measured in which of the following units?

a. Kbps (kilobits per second) c. Dbps (decibits per second)
b. Mbps (megabits per second) d. Gbps (gigabits per second)
 ACCO 2063 Chapter 10 Managing Systems Support & Security

11. ____ also can be used to measure the quality of IT support or services by measuring the time from a user
request for help to the resolution of the problem.
a. Bandwidth c. Throughput
b. Turnaround time d. Response time
12. ____ protects information from unauthorized disclosure and safeguards privacy.
a. Availability c. Confidentiality
b. Integrity d. Risk management
13. A ____ is an internal or external entity that could endanger an asset.
a. menace c. malware
b. strike d. threat
14. Risk ____ develops safeguards that reduce risks and their impact.
a. assessment c. identification
b. management d. control

15. ____ shifts the risk to another asset or party, such as an insurance company, in risk control.
a. Acceptance c. Mitigation
b. Avoidance d. Transference

TRUE/FALSE

16. The systems support and security phase begins when a system becomes operational and continues until
the system reaches the end of its useful life. T
17. The main objective of user training is to show users how to become service desk staff members. F
18. A service desk is a highly effective replacement for traditional IT maintenance and support activities. F
19. The procedure for minor adaptive maintenance is similar to routine corrective maintenance. T
20. Although the procedures for corrective maintenance and adaptive maintenance are alike, minor
corrective maintenance requires more IT department resources than minor adaptive maintenance. F
21. Requests for corrective and adaptive maintenance normally come from the IT department, while users
usually initiate perfective maintenance. F
22. Perfective maintenance can improve system reliability. T
23. One technique that can be used in perfective maintenance is software reengineering. T
24. Configuration management is sometimes referred to as change control. T
25. Retention periods can be a specific number of months or years, depending on legal requirements and
company policy. T