SERVICE MANAGEMENT 10 MOCK EXAM AND
STUDY MATERIAL WITH CASE STUDIES AND
OPERATIONS DECISION-MAKING PRACTICE
◉ Information technology.
Answer: The use of computer and telecommunications systems for
storing, retrieving, and sending information; comprised of hardware,
software, data, and networks.
◉ information technology management.
Answer: the management of hardware, software, data, networks, and
people that facilitate access to information and allow the
organization to achieve business objectives.
◉ Strategic information system.
Answer: provide tools used by an organization to accomplish
specific tasks to gain competitive advantage.
◉ Social Networking and interpersonal skills..
Answer: Enhances interpersonal and relationship-forming skills.
◉ Porters 5 competitive forces.
,Answer: Intensity competitive rivalry
bargaining power of customers
bargaining power of suppliers
threat of new entrants
threat of substitutes
◉ Network economics (network-based strategy).
Answer: the cost of adding another business participant to a
business venture is small, the potential gain is great.
◉ Business ecosystems.
Answer: Network of businesses involved in delivering a product
through mutual cooperation.
◉ Product differentiation (business strategy).
Answer: offering a higher quality product to differentiate from
others in the market
◉ growth (business strategy).
Answer: adding new products or new enhancements to existing
products
◉ Enterprise Resource Planning (ERP).
,Answer: Involves utilizing computer technology to link various
aspects of a business; a very complex resource planning system that
spans the entire business; companies often have difficulty
implementing the system.
◉ Customer Relationship Management (CRM).
Answer: Allows for personalized communication to customers.
◉ Knowledge Management (KM).
Answer: These systems provide tools to help manage organizational
knowledge and create value to meet business requirements and
strategic goals.
◉ chief executive officer (CEO).
Answer: also called president or managing director, is responsible
for the success or failure of the company, creating the company
culture, selecting the senior management team, setting strategy and
vision, and selecting projects to fund.
◉ chief operations officer (COO).
Answer: is the director of operations, responsible for the oversight
of internal operations on a day-to-day basis and for monitoring
production quotas
, ◉ chief financial officer (CFO).
Answer: manages the company's cash flow and evaluates and
communicates financial risks.
◉ chief information officer (CIO).
Answer: a business leader who analyzes internal business processes
such as payroll and billing, reshapes the physical infrastructure and
network purchases to meet business goals, and leads the workforce
to implement critical IT internal projects; responsible for
information systems strategic thinking and planning.
◉ chief technology officer (CTO).
Answer: has ultimate responsibility for all technology
implementation, maintaining technology compliance regulations,
and identifying technology risks for the company.
◉ chief security officer (CSO).
Answer: is the highest level executive concerned with the overall
security functions and policies of a business.
◉ Systems Analyst.
Answer: A change agent who uses design and analysis techniques to
solve organizational problems using information technology; they
report about system development and keep others informed; should
STUDY MATERIAL WITH CASE STUDIES AND
OPERATIONS DECISION-MAKING PRACTICE
◉ Information technology.
Answer: The use of computer and telecommunications systems for
storing, retrieving, and sending information; comprised of hardware,
software, data, and networks.
◉ information technology management.
Answer: the management of hardware, software, data, networks, and
people that facilitate access to information and allow the
organization to achieve business objectives.
◉ Strategic information system.
Answer: provide tools used by an organization to accomplish
specific tasks to gain competitive advantage.
◉ Social Networking and interpersonal skills..
Answer: Enhances interpersonal and relationship-forming skills.
◉ Porters 5 competitive forces.
,Answer: Intensity competitive rivalry
bargaining power of customers
bargaining power of suppliers
threat of new entrants
threat of substitutes
◉ Network economics (network-based strategy).
Answer: the cost of adding another business participant to a
business venture is small, the potential gain is great.
◉ Business ecosystems.
Answer: Network of businesses involved in delivering a product
through mutual cooperation.
◉ Product differentiation (business strategy).
Answer: offering a higher quality product to differentiate from
others in the market
◉ growth (business strategy).
Answer: adding new products or new enhancements to existing
products
◉ Enterprise Resource Planning (ERP).
,Answer: Involves utilizing computer technology to link various
aspects of a business; a very complex resource planning system that
spans the entire business; companies often have difficulty
implementing the system.
◉ Customer Relationship Management (CRM).
Answer: Allows for personalized communication to customers.
◉ Knowledge Management (KM).
Answer: These systems provide tools to help manage organizational
knowledge and create value to meet business requirements and
strategic goals.
◉ chief executive officer (CEO).
Answer: also called president or managing director, is responsible
for the success or failure of the company, creating the company
culture, selecting the senior management team, setting strategy and
vision, and selecting projects to fund.
◉ chief operations officer (COO).
Answer: is the director of operations, responsible for the oversight
of internal operations on a day-to-day basis and for monitoring
production quotas
, ◉ chief financial officer (CFO).
Answer: manages the company's cash flow and evaluates and
communicates financial risks.
◉ chief information officer (CIO).
Answer: a business leader who analyzes internal business processes
such as payroll and billing, reshapes the physical infrastructure and
network purchases to meet business goals, and leads the workforce
to implement critical IT internal projects; responsible for
information systems strategic thinking and planning.
◉ chief technology officer (CTO).
Answer: has ultimate responsibility for all technology
implementation, maintaining technology compliance regulations,
and identifying technology risks for the company.
◉ chief security officer (CSO).
Answer: is the highest level executive concerned with the overall
security functions and policies of a business.
◉ Systems Analyst.
Answer: A change agent who uses design and analysis techniques to
solve organizational problems using information technology; they
report about system development and keep others informed; should
