QUESTION: 65

In a successful enterprise that is profitable in its marketplace and consistently growing in size, the non-IT workforce has grown by 50% in the last two years. The demand for IT staff in the marketplace is more than the supply, and the enterprise is losing staff to rival organizations. Due to the rapid growth, IT has struggled to keep up with the enterprise, and IT procedures and associated job roles are not well-defined. The MOST critical activity for reducing the impact caused by IT staff turnover is to:

outsource the IT operation.
increase compensation for IT staff.
hire temporary staff.
document processes and procedures.

Answer(s): D

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QUESTION: 66

A business has outsourced IT operations to several third-party providers, but service level agreements (SLAs) are not clearly defined in all cases. Which of the following is the GREATEST risk to the business?

Third parties could provide overlapping services.
Quality of services is not enforceable.
The scope of work is not clearly defined.
Costs are not measurable.

Answer(s): B

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QUESTION: 67

A large enterprise has been experiencing high turnover of skilled IT personnel, resulting in a significant loss of knowledge within the IT department. Which of the following should be done FIRST to address this problem?

Conduct a survey of current IT staff.
Revise the IT resource management plan.
Update human resources policies and practices.
Develop an incentive scheme for IT employees.

Answer(s): A

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QUESTION: 68

A newly established IT steering committee is concerned whether or not a system is meeting availability objectives. Which of the following will provide the BEST information to make an assessment?

Critical success factors
Balanced scorecard
Performance indicators
Capability maturity levels

Answer(s): D

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QUESTION: 65

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QUESTION: 68