Question 11 Which of the following statements is untrue: (a) You can safely presume that your...

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Question 11 Which of the following statements is untrue: (a) You can safely presume that your customers are satisfied because they are not complaining. (b) You should measure only what you want to measure when determining customer satisfaction. (c) It's safe to assume that written SLAs will solve problems, prevent disputes, and ensure great customer service. (d) Top management loves alternatives when they select products, vendors, platforms, and levels of support. (a) (b) (c) (d) (a) and (b) (c) and (d) (a), (b), and (c) All of the above Question 12 If the mean time between failures increases, then the number of failures increases. True False Question 13 Strategy refers to long-term objectives while Tactics are concerned with shorter-term plans. True False Question 14 Within the field of Information Technology, the term "infrastructure" refers to hardware and not software. True False In general, I.T. managers do not like to be surprised. True False Question 11 Which of the following statements is untrue: (a) You can safely presume that your customers are satisfied because they are not complaining. (b) You should measure only what you want to measure when determining customer satisfaction. (c) It's safe to assume that written SLAs will solve problems, prevent disputes, and ensure great customer service. (d) Top management loves alternatives when they select products, vendors, platforms, and levels of support. (a) (b) (c) (d) (a) and (b) (c) and (d) (a), (b), and (c) All of the above Question 12 If the mean time between failures increases, then the number of failures increases. True False Question 13 Strategy refers to long-term objectives while Tactics are concerned with shorter-term plans. True False Question 14 Within the field of Information Technology, the term "infrastructure" refers to hardware and not software. True False In general, I.T. managers do not like to be surprised. True False

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