1.

A metric that provides a quantitative measure of incidents by their type for example, the number of help desk tickets opened and closed for the month. This statement is the basic type of metric .... a. Efficiency metric b. Effectiveness metric c. Implementation metric d. Impact metric Answer : D Pembahasan : Impact metric menyediakan ukuran kuantitatif dari suatu kejadian berdasarkan jenisnya. Metrik ini dapat disajikan sebagai nilai numerik, persentase dari total populasi, atau nilai dollar. 2. Which one of the following statement is not component of the service level agreement? a. System availability b. Data integrity c. Service purpose d. Cost of service Answer : C Pembahasan : Ada beberapa komponen dari the service level agreement antara lain yaitu system availability, service definition, personnel qualifications, security requirements, data integrity, SLA performance reporting, right to audit, SLA change procedures, and cost of service. 3. What is role of Applications Programmer ? a. to create an automated solution for the business end-user b. to create the overall system layout c. writes programs to change the behavior of the operating system/design d. to define screen layouts and report layouts Answer : A Pembahasan : Applications Programmer menulis program komputer untuk memecahkan masalah para pengguna. Peran Applications

Programmer adalah untuk menciptakan solusi otomatis untuk bisnis end-user.