WorksheetsECM3443 - IT Consulting 2 - Summary quiz
Total questions: 20
Worksheet time: 20mins
Select the characteristics of the critical incident technique.
It relies on events being remembered by users and also requires the accurate and truthful reporting of them
Since this method is based on incidents it does not say anything about the everyday situation
Useful when problems occur but the cause and severity are not known
Data is collected from the respondent's perspective and in their own words
The Pareto principle is also called ...
60/40 rule
70/30 rule
80/20 rule
90/10 rule
How many forces do we need to choose for the Force Field Analysis?
Four forces of each type
Eight forces altogether (of both types)
As many forces as needed but there should be the same number of forces of each type
As many forces as needed and the number of forces of each type can be different
What is Business/IT alignment?
The process of improving the organisational performance
The process of devising a new business strategy
Acquisition of new IT infrastructure
The process in which an organisation uses IT to achieve business objectives
What framework(s) can be used for Business/IT alignment?
ITIL
TOGAF
PRINCE2
Zachman's EA framework
Business Process Re-engineering (BPR) means making small everyday changes to business processes.
Yes, this is correct
No, this is wrong
How many types of waste are considered by the Lean approach?
5
6
8
10
Consider Gleicher's formula. When the client says, "We are happy with the way things are", it indicates deficiencies in:
(Select the correct answer)
Practical clear steps towards the desired state
The level of dissatisfaction with the status quo
The clear desired state
The costs of change
The recommended technology solution should be economically justified. What does this mean?
(Select all relevant components)
The client organisation can afford this solution financially
The solution should typically not be more costly than the problem
The consultant recommends the solution they know about
The costs of the solution and the associated organisational changes are estimated
Select the business process measures that can be considered by a consultant when defining performance targets
Time
IT equipment
Costs
Resources
Select the components of the information systems success model (DeLone and McLean model)
Information quality
Information quantity
User satisfaction
Service quality
Cost of the system
What is a utilisation rate in consulting?
The share of a consulting firm's profits a consultant will get as their bonus
The percentage of time a consultant will be looking for new clients
The percentage of working time a consultant will actually be earning fees
The rate of successful consulting projects in a consulting firm
What is typically considered a good utilization rate in the consulting business?
More than 40%
More than 50%
More than 60%
More than 80%
Select the elements of the client relationship strategy.
Reporting
Managing expectations
Sending bills
Communication
Your client thinks: "I am doing this because it was you who asked me to". How is this type of response to influence called?
Compliance
Identification
Internalisation
It has no name
Select the example(s) of unethical behaviour.
Planning unnecessary activities in a consulting project
Looking for financial profit in a consulting project
Adopting the client’s perspective and their vision of the problem
Putting the client’s interests first
Which one of the following statements is correct?
(BCD - Business Case Document)
A BCD is prepared once, at the beginning of the project.
A BCD is prepared at the beginning of the project and can be revised several times during the project.
A BCD is prepared at the beginning of the project, but is revised at the end of the project.
A BCD is prepared at the end of the project only.
Which of the following are intangible benefits?
Faster responses to customers
Greater organisational flexibility
Staff savings
Better communications
Select the characteristics of traditional lecture as a training method.
Trainer centered
Leaner centered
Focusing on knowledge
Focus on skills
What is functional escalation in IT support?
Transferring the service request to a line manager or a supervisor
Transferring the service request to another person or a team who are more qualified to handle it
There is no such a concept
