Session 1
Note : For the most part, these questions are straight from the book. Except in special cases, when answering the questions, make reference to the page(s) you got the answer from. If you are getting your answer from something other than your own experience that is NOT from the textbook, please footnote your answer. Failure to do so will result in no credit for the question.
Chapter 1 : Acquiring Executive Support.
1.	In a business case, all associated costs of a new system are itemized and compared to other expected costs in the organization.
a.	TRUE
b.	FALSE
Page _____
2.	IT professionals frequently offer dollar costs and dollar savings when presenting the benefits of a process improvement.
a.	TRUE
b.	FALSE
Page ______
3.	A cost occasionally overlooked when implementing a system management function is:
a.	Software development
b.	Desktop hardware
c.	Software maintenance
d.	Network connectivity.
Page ______
4.	An important step in building a business case is to solicit testimonials from ___________________. Page _______
5.	How can a modern IT executive’s technical knowledge be a double-edged sword. Page _____



6.	What is the overall objective to systems management? Page ______



Chapter 2 : Organizing for Systems Management
1.	Newly assigned executives and managers are usually reluctant to reorganize any parts of their new areas of responsibility.
a.	TRUE
b.	FALSE
Page _____
2.	Size, maturity, and the orientation of a company directly influence how best to organize the IT infrastructure.
a.	TRUE
b.	FALSE
Page _____
3.	Which of the following is not a factor on which to base a reorganization decision?
a.	Departmental responsibilities
b.	Expertise of employees
c.	Planning orientation
d.	Infrastructure processes
Page ____
4.	One of the most critical success factors in implementing any of the 12 systems management processes is the person you select as the process _________________ Page _____
5.	What are some of the pros and cons of outsourcing a company’s Service Desk function?
Page ______

6.	Why would you develop a Skill Matrix? If your skill matrix showed a gap within your organization, how would you fix it? (No Page Number required)

7.	If you were in charge of the rollout of a “D2L” project for HTC, would you use Consultants/Contractors? Why? (No Page Number required)

8.	What does Schiesser suggest as good practices for the management of meetings? (Page _____)