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WorksheetsBusiness Processes Preparedness
Total questions: 153
Worksheet time: 2hrs 8mins
A series of tasks that are completed in order to accomplish a goal.
Process
People
Hardware
Software
Data
What does “ERP” stand for?
entrepreneur resource planning
enterprise resource planning
enterprise resource planting
enterprise relevant planning
Which is not the benefit of a business process management?
Empowering employees
Built-in reporting
Enforcing best practices
Enforcing inconsistency
One of the criticisms of an ERP system has got is that ....
the processes an ERP applies are the processes the organization adopts.
the implementation of an ERP system is an excellent opportunity to improve their business practices
an ERP can be used to manage an entire organization’s operations
an ERP system commoditizes business process.
Which is an example of PII? (Personally Identifiable Information)
Credit Card Number
Name
Home Address
All of the above
Employee Onboarding is the process of ....
Directing new employees to their work place
Directing new employees about the daily tasks
Introducing new employees to the organization’s environment and culture
Introducing new employees to explore work environment on their own
Why efficient employee onboarding matters
All organisations have it
Is the first interaction an employee has with the organization
To help your new hires settle down in their jobs
It will help in managers to direct on tasks to do
Why efficient employee onboarding matters -2
A memorable onboarding experience makes employees feel welcome
To complete the joining formalities
To Managers to start dictating the job
To know about the rules and regulations
____ is a well-defined, formal process help desk staff follow to:
–Handle problem incidents
–Get information to users
–Solve user problems
–Maintain records about the incident
Call management
Incident management
ITIL
None of the above
_____ determines whether help desk staff are authorised to handle an incident.
Prescreening
Authentication procedure
Logging
None of the above
_____ is a normal process in which an incident is transferred to a higher level support agent.
Tracking
Resolution
Escalation
None of the above
_____ is a contract that defines expected performance of user support services or external vendor-provided services.
SLA
Last will and testament
Terms and conditions
None of the above
How do we tighten our security?
Use strong password
Only connect to trusted network
Log-off network account when not in use
All of the above
What's included in a strong password?
A minimum of eight characters
At least one lowercase alphabetical letter (a-z)
At least one uppercase alphabetical letter (A-Z)
At least one digit (0-9) and/or one special character (i.e., @ ! % & $ ^ * ( ) + = )
All of the above
What is one step you can take to protect yourself from social engineers on social media?
Give out all your information
Limit personal information in your social media profiles.
Don't answer the phone
Move to Harris County with no internet access.
What is the document that details what a person who takes a certain job will be required to do?
Job description
Person specification
Personality test
Offer letter
Which of the following does NOT describe the purpose or function of internal control?
The means by which Management directs the company towards achievement of its objectives and corrects or redirects activities as circumstances change.
It is a continuous activity and represents all the methods and processes which ensure adherence to policies, promote operational efficiency and enable risk to be managed by confining exposures to acceptable levels.
It is designed to ensure activities and operations are carried out efficiently, effectively and economically.
It is created to inspire people to work together to achieve business objectives by giving them a sense of purpose and destiny.
______________is a group of people and other resources working together for a common goal.
Organization
Enterprise
community
resources
_____________are interactive ,computer based systems that aid users in judgement and choice activities.
Supply chain Management
Decision Support System
MIS
PLM
_____has the capability to generate reports as and when the user demands it.
PLM
CRM
SCM
MIS
Which of the following is a reason for ERPs explosive growth?
ERP is a logical solution to the mess of incompatible applications
ERP addresses the need for global information sharing and reporting
ERP is used to avoid the pain and expense of fixing legacy systems
All of the above
In a process-oriented organization, who is directly accountable for poor performance of a process?
The process participants
The executive management team
The process owner
The process analyst
The BPM group
Accounting and Finance is responsible for tasks related to:
Recruits, hires, trains, and compensates employees, ensures compliance with government regulations, and oversees the evaluation of employees
Provide summaries of operational data in managerial reports, controlling accounts, planning and budgeting, and cash-flow management
Sets product prices, promotes products through advertising and marketing, takes customer orders, supports customers, and creates sales forecasts
Develops production plans, orders raw materials from suppliers, receives raw material, manufactures products, maintains facilities, and ships products to customers
Which of the following business function is involved in developing products and determine pricing?
Finance and Accounting
Supply Chain Management
Human Resource
Marketing and Sales
An information system produces information using the ________ cycle.
data analysis
input-process-output.
input-output.
process-input-output.
1. Controlled access to services to enable an organisation to maintain the confidentiality of its information
2. Employees having the right level of access to execute their jobs effectively
3. An increase in the number of security breaches
1. Track record
2. Capability
3. Credit rating
4. Size relative to the business being placed
1. Service Design ensures not only that the functional elements of a service are addressed by the design, but also elements that facilitate management and operational performance
2. The main purpose of Service Design is the design of new or changed services
3. The goal of Service Design is to assist organisations seeking to plan the introduction of new or changed services and advise how to successfully deploy these new services into the production environment
1. Maintainability is concerned with how quickly and effectively a service, a service component or an individual CI can be restored to its normal working status following a failure
2. Maintainability is the measure of how long a service or service component can perform its agreed function without interruption
3. Maintainability is a measure of compliance to a contract by a supplier
1. Organisational Readiness Assessment
2. Service contacts
3. Service functional requirements
4. Business requirements
5. Service Transition Plans
1. Service Level Agreements
2. Operational Level Agreements
3. Third party underpinning contracts
4. Security policies
1. To respond to customers? changing business requirements whilst maximising value, reducing Incidents, disruption and rework
2. To respond to business and IT requests for change that will align IT services with business needs
3. To minimise the number of quality and compliance issues caused by inaccurate recording of configurations and service assets
Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
‘Focus on value’ guiding principle
Four dimensions of service management
Service value system
‘Service request management’ practice
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Progress iteratively with feedback
Optimize and automate
Keep it simple and practical
Focus on value
The ability of an organization, person, process, application, configuration item or IT service to carry out an activity
Capability
Service
Value
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure
RACI model
Incident model
Continual service improvement (CSI) approach
The Deming Cycle
Service transition contains detailed descriptions of which processes?
Change management, service asset and configuration management, release and deployment management
Change management, capacity management event management, service request management
Service level management, service portfolio management, service asset and configuration management
Service asset and configuration management, release and deployment management, request fulfillment
Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
1 Plan, 2 Do, 3 Check, 4 Act
3 Plan, 2 Do, 4 Check, 1 Act
4 Plan, 3 Do, 1 Check, 2 Act
2 Plan, 3 Do, 4 Check, 1 Act
What is the BEST description of an operational level agreement (OLA)?
An agreement between the service provider and another part of the same organization
An agreement between the service provider and an external organization
A document that describes to a customer how services will be operated on a day-to-day basis
A document that describes business services to operational staff
Everything the organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders
True
False
Reactive Problem Management is identifying and solving Problems before any Incidents have occurred.
True
False
Reactive Problem Management is identifying and solving Problems before any Incidents have occurred.
True
False
What is the purpose of the 'relationship management' practice?
To align the organization's practices and services with changing business needs
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
How should an organization include third-party suppliers in the continual improvement of services?
Ensure suppliers include details of their approach to service improvement in contracts
Require evidence that the supplier uses agile development methods
Require evidence that the supplier implements all improvements using project management practices
Ensure that all supplier problem management activities result in improvements
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Supplier management
Deployment management
Problem management
Incident management
What does the 'service request management' practice depend on for maximum efficiency?
Compliments and complaints
Self-service tools
Problem management
Processes and procedures
Which practice is responsible for moving components to live environments?
Change control
Release management
IT asset management
Deployment management
What is defined as any valuable component that can contribute to the delivery of an IT product or service?
Outcome
Output
IT asset
Configuration item
Which is a recommendation of the ‘continual improvement’ practice?
There should be a small team dedicated to leading continual improvement efforts
All improvements should be managed as multi-phase projects
Continual improvement should be isolated from other practices
External suppliers should be excluded from improvement initiatives
What should be included in every service level agreement?
Details of the system-based metrics used
A technical description of the service components
Clearly defined service outcomes
Legal language
How does ‘service request management’ contribute to ‘obtain/build’ value chain activity?
It analyzes data to identify opportunities to provide new service request options
It ensures users continue to be productive when they need assistance from the service provider
It acquires pre-approved service components to help fulfil service requests
It collects user-specific requirements, sets expectations and provides status updates
Which is a purpose of the ‘service desk’ practice?
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To maximize the number of successful IT changes by ensuring risks are properly assessed
To capture demand for incident resolution and service requests
To set clear business-based targets for service performance
Which practice may involve the initiation of disaster recovery?
Incident management
Service request management
Service level management
IT asset management
Why should service desk staff detect recurring issues?
To engage the correct change authority
To ensure effective handling of service requests
To escalate incidents to the correct support team
To help identify problems
Why should incidents be prioritized?
To encourage a high level of collaboration within and between teams
To ensure that incidents with the highest business impact are resolved first
To help automated matching of incidents to problems or known errors
To identify which support team the incident should be escalated to
1. Conduct meetings and assign the RACI codes
2. Identify/define the roles
3. Distribute the chart and incorporate feedback
4. Identify the activities/processes
5. Identify any gaps or overlaps
1. The Service Portfolio represents the investments made by a service provider
2. The Service Portfolio includes third party services that are part of service offerings
3. The Service Portfolio represents the ability of a service provider to serve customers and market spaces
1. Service Design can optimise designs to suit Business demand patterns
2. Financial Management can approve incentives to influence demand
3. Service Operation can adjust allocation of resources and scheduling
4. Service Portfolio Management can prioritise appropriate investments
Which term describes the functionality offered by a service?
Cost
Utility
Warranty
Risk
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A service
An output
A practice
Continual improvement
Identify the missing word in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Outputs
Outcomes
Costs
Risks
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
Value
An outcome
Warranty of service
A service offering
What are the two types of cost that a service consumer should evaluate?
The cost of creating the service, and the cost charged for the service
The costs removed by the service, and the costs imposed by the service
The cost of provisioning the service, and the cost of improving the service
The cost of purchasing software, and the cost of purchasing hardware
What does 'integrity of data' mean?
"Accuracy and completeness of the data"
"Data should be viewable at all times"
"Data should be access by only the right people"
"None of the above"
What kind of cyber security risks can be minimised by using a Virtual Private Network (VPN)?
Use of insecure Wi-Fi networks
Key-Logging
De-anonymization by network operators
Phishing attacks
An email that attempts to trick a reader into installing software that may contain a virus is:
Phishing Scam
Lobster trap
Fishing Scam
Phone Scam
Which is an example of PII? (Personally Identifiable Information)
Credit Card Number
Name
Home Address
All of the above
What is the best definition of Spear Phishing?
"A Phishing email aimed directly at you"
"A malicious virus that can encrypt or lock your computer"
"A method hackers can use to guess your password"
"A random Phishing email sent to a massive group"
What is a step that you can take to minimise the chance and impact of a ransomware attack?
"All of these answers"
"Keep your computer software up to date"
"Ensure that anti-virus tools are running and up to date"
"Ensure that you are backing up your critical files"
Who you are allowed to give your password to?
"Anybody you trust"
"Only supervisors and authorised IT staff if requested"
"Only IT staff"
"Nobody"
Which security principles are covered by the CIA triad?
certified, integrated, accessible
continuity, integrity, accessibility
confidentiality, integrity, availability
confidentiality, installation, assembly
What does compliance mean?
providing secure access to user data
using honest means to bypass security measures
conducting tests to identify vulnerabilities in a system
following the rules or standards that have been established
Which of the following is not considered social engineering?
dumpster diving
convincing people to reveal information
encrypting data to prevent user access until a fee is paid
looking through social media sites for information
Employee Onboarding is the process of ....
Directing new employees to their work place
Directing new employees about the daily tasks
Introducing new employees to the organization’s environment and culture
Introducing new employees to explore work environment on their own
Why efficient employee onboarding matters
All organisations have it
Is the first interaction an employee has with the organization
To help your new hires settle down in their jobs
It will help in managers to direct on tasks to do
Why efficient employee onboarding matters -2
A memorable onboarding experience makes employees feel welcome
To complete the joining formalities
To Managers to start dictating the job
To know about the rules and regulations
Multilevel support model is also called...
Frontline/backline model
Help desk structure
Support hierarchy
None of the above
____ is a well-defined, formal process help desk staff follow to:
–Handle problem incidents
–Get information to users
–Solve user problems
–Maintain records about the incident
Call management
Incident management
ITIL
None of the above
_____ determines whether help desk staff are authorised to handle an incident.
Prescreening
Authentication procedure
Logging
None of the above
_____ is a normal process in which an incident is transferred to a higher level support agent.
Tracking
Resolution
Escalation
None of the above
_____ is a contract that defines expected performance of user support services or external vendor-provided services.
SLA
Last will and testament
Terms and conditions
None of the above
_____ is a contract that defines expected performance of user support services or external vendor-provided services.
SLA
Last will and testament
Terms and conditions
None of the above
How do we tighten our security?
Use strong password
Only connect to trusted network
Log-off network account when not in use
All of the above
What's included in a strong password?
A minimum of eight characters
At least one lowercase alphabetical letter (a-z)
At least one uppercase alphabetical letter (A-Z)
At least one digit (0-9) and/or one special character (i.e., @ ! % & $ ^ * ( ) + = )
All of the above
What is one step you can take to protect yourself from social engineers on social media?
Give out all your information
Limit personal information in your social media profiles.
Don't answer the phone
Move to Harris County with no internet access.
What is the document that details what a person who takes a certain job will be required to do?
Job description
Person specification
Personality test
Offer letter
Which of the following does NOT describe the purpose or function of internal control?
The means by which Management directs the company towards achievement of its objectives and corrects or redirects activities as circumstances change.
It is a continuous activity and represents all the methods and processes which ensure adherence to policies, promote operational efficiency and enable risk to be managed by confining exposures to acceptable levels.
It is designed to ensure activities and operations are carried out efficiently, effectively and economically.
It is created to inspire people to work together to achieve business objectives by giving them a sense of purpose and destiny.
Which of the following statement is FALSE?
Helpdesk role does not include resolving an incident ticket
All incident tickets will be assigned with the Urgency and Impacts defined in the Group Impact Classification Matrix
If any CIMB IT Staff Member detected an incident, they need to ensure that an incident ticket is logged by either contacting the Helpdesk or raise the incident ticket by themselves
If an incident ticket has been resolved and but the same issue is being reported again within a relatively-short period of time, this should be handled via the existing incident ticket
