MGS425 Final Exam

Using the formula for calculating the number of communication channels, how many channels would two people require?

1

Which of the following outcomes best fits the ITIL definition of value?

An application function that provides the ability to balance a general ledger.

What would show the relationships between CI's (configuration items)?

Configuration management database.

_____ are predefined actions that the project team will take if an identified risk event occurs.

Contingency plans

best illustration of informal communication

Discussing weekend plans with the division senior VP in the elevator.

(T/F) Extrinsic motivation causes people to participate in an activity for their own enjoyment.

FALSE

Buyers absorb lesser risk with cost-reimbursable contracts than they do with fixed-price contracts.

FALSE

Communication becomes simpler when you increase the number of team members.

FALSE

ITIL Is specific to one hardware vendor

FALSE

Legitimate power involves using personal knowledge and expertise to get people to change their behavior.

FALSE

Measurement of services is NOT a key concept within the ITIL framework.

FALSE

Project stakeholder management is completely unrelated to communications and resource management.

FALSE

Status reports should be written in a consistent format, regardless of the stakeholders' needs.

FALSE

The ITIL framework is not vendor-neutral

FALSE

The main output of the identifying stakeholders process is the project charter.

FALSE

Unknown risks can be managed proactively

FALSE

Which question is typically addressed by a project forecast?

How much more money will be needed to complete the project?

Which option best summarizes what ITIL represents?

It is a framework for what a service provider must do.

what is the best method to account for all testing scenarios that a system user could utilize

It is not possible

Does downtime outside normal hours of operation impact an SLA?

No

(T/F) Maslow's hierarchy of needs states that people's behaviors are guided or motivated by a sequence of needs.

TRUE

Adding more people to a project that is falling behind schedule often causes more setbacks because of the increased complexity of communications.

TRUE

Contingency plans are predefined actions that the project team will take if an identified risk event occurs.

TRUE

In order to quantify the value of a service, it must be measurable.

TRUE

Make-or-buy analysis involves comparing the internal costs of providing a product with the cost of outsourcing.

TRUE

Most WBSs include a section for project communications to ensure that reporting key information is a project deliverable.

TRUE

Rarely does the receiver interpret a message exactly as the sender intended.

TRUE

Risks can have both negative and positive effects on meeting project objectives.

TRUE

when making a change to the technology environment, the IT department might leverage a CMDB

True

According to McClelland's acquired-needs theory, what do people who desire harmonious relationships with other people and need to feel accepted by others have a high need for?

affiliation

An unplanned interruption to an IT service or an unplanned reduction in its quality is known as?

an incident

What process is used to generate ideas for quality improvements by comparing specific project practices or product characteristics to those of other projects or products within or outside the performing organization?

benchmarking

An example of pull communication is _____.

blogs

Which type of power involves using punishment, threats, or other negative approaches to get people to do things they do not want to do?

coercive

Which graphic display of data illustrates the results of a process over time?

control chart

Recognizing an employee as the "Star Performer of the Month" would be satisfying which need in Maslow's hierarchy?

esteem

During which phase must project teams address important considerations for managing information (and often end up updating business processes through improved communications)?

execution

Managing quality includes all of the quality assurance activities plus scope management and process improvements.

false

Reliability is the ability of a product or service to perform as expected under unusual conditions.

false

email is always the best form of communication to use for large audiences

false

the best person suited to monitor communications for a particular project is the project manager leading the project

false

What are the system's special characteristics that appeal to users?

features

Which term is used for the ability of a product to be used as it was intended?

fitness for use

Which term is used for the degree to which a system performs its intended function?

functionality

What need is at the highest level in Maslow's structure?

growth

Which process involves determining what risks are likely to affect a project and documenting the characteristics of each?

identifying risks

As the number of people involved in a project ____, the complexity of communications-____.

increases, increases

Which is a fact-finding technique that can be used for collecting information in face-to-face, phone, e-mail, or instant-messaging discussions?

interviewing

A(n) _____ is a tool used to document, monitor, and track problems that need resolution.

issue log

What is one drawback of outsourcing?

it can make an organization become overly dependent on particular suppliers.

Which process involves tracking team member performance, motivating team members, providing timely feedback, resolving issues and conflicts, and coordinating changes to help enhance project performance

managing the project team

Which communication method is most appropriate for assessing the commitment of project stakeholders?

meeting

Which term is used for a standard of measurement in quality management?

metric

The vast majority of unplanned outages result from ___.

people and process errors

Which addresses how well a product or service performs the customer's intended use?

performance

Which process involves prioritizing risks based on their probability and impact of occurrence?

performing qualitative risk analysis

Identifying risks is a subprocess of the _____ process of project risk management.

planning

the ourput of the ______ process is a communications management plan

planning communications

What process involves deciding how to approach and plan the risk management activities for the project?

planning risk management

According to McClelland's acquired-needs theory, what do people who want to direct others, and can be seen as bossy, have a need for?

power

Unenforceable conditions or contract clauses and adversarial relations are risk conditions associated with the project _____ management knowledge area.

procurement

Which document describes what the project team has accomplished during a certain period?

progress reports

A shortage of qualified personnel is one of the main reason that companies outsource. A project may require experts in a particular field for several months and planning for this procurement ensures that the needed services will be available for the project. Which benefit does this characteristic of outsourcing provide an organization?

provides access to specific skills

what term describes information that is sent to recipients at their request

pull communications

Which process is often associated with the technical tools and techniques of quality management, such as Pareto charts, quality control charts, and statistical sampling?

quality control

Which technique is used for resolving resource conflicts by delaying tasks?

resource leveling

Which type of power involves using incentives to induce people to do things?

reward

Which process is an action taken to bring rejected items into compliance with product requirements or specifications or other stakeholder expectations?

rework

Identifying risks is a subprocess of the _____ process of project risk management.

risk avoidance

purchasing insurance would be considered what type of negative risk response

risk transference

Which area of the ITIL service lifecycle aligns with the service portfolio?

service strategy

When a newly developed system is implemented for the first time into production, the hand off from project team to operations would be covered under which part of the ITIL Service Lifecycle?

service transition

Which method of communication is likely to be most effective for conveying sensitive or important information?

short face-to-face meetings

Which process involves choosing part of a population of interest for inspection?

statistical sampling

Which document describes where the project stands at a specific point in time?

status reports

using a cutting-edge technology that was released for general availability 12 months ago could be considered what type of risk

technology

Change requests and verified deliverables are the outputs of the controlling quality process.

true

Products that are accepted by project stakeholders are considered to be validated deliverables.

true

Using Six Sigma principles is an organization-wide commitment and all employees must embrace its principles.

true

customer requirements are an important aspect of the quality planning process

true

some projects would not be good candidates to use six sigma quality methods

true

Which is true about identifying stakeholders?

which is true about identifying stakeholders (?)