Running Head: BUSINESS PROCESSES 1

BUSINESS PROCESSES QUIZ

Student’s Name

Institutional Affiliation
BUSINESS PROCESSES 2

1. Describe a goal of business process improvement.

The goal of business improvement is to reduce the process completion time, identify wasted

efforts, and improve the quality of the entire work output. It achieves this through a variety of

ways one of which is automation of tasks and restructuring operational resources to include costs.

BPI reveals the inefficiencies in an organization, most of which are due to manual labor.

2. Identify what set of international guidelines has been developed to document best

practices for management of incidents, problems, system changes, technology

configuration, software releases, service/help desk operations, service levels, service and

support availability, capacity, continuity (recovery), and financials.

ITIL 4 Management Practices.

3. A document that describes policies to control how computer resources are used is an

example of:

Information systems security

4. Identify the term for a graphical user interface that organizes and summarizes

information vital to the user’s role and the decisions that users make.

Dashboard

5. Describe two business process characteristics?

Scope: A business process has a starting point as well as the ending point with a series of steps

Purpose: A business process has a specific purpose for which it is performed.

6. Describe a business process map.

A business process map is a visualization of business process that allows the user to have top-

down view of how the business operates. It is from this map that a better understanding of the

business process can be wrought.

BUSINESS PROCESSES 3

7. Identify the term for when decision-makers make IT project selection decisions based

upon the perceived value of the investment.

Returns on Investment (ROI) – This is the potential income that can be earned out of the

investment.

8. In the 1990s, the Harvard Business Review urged companies to start with a “clean slate”

and use IT to radically change the way they did business. Identify a term for this

process.

Business Process Improvement

9. Identify a main driver for an enterprise architecture roadmap.

Mission and vision of a business enterprise

10. Name one benefit of cloud computing

One advantage of using cloud computing is flexibility, whereby users can scale services to fit

their needs, customize applications, and cloud-based services from anywhere with an internet

connection.

11. Describe one reason to manage OIT through ITIL.

Using ITIL to manage OIT improves the efficiency of IT service management and

standardization of services.

12. Describe two ways business process improvement can help business.

Business process improvement is crucial because it removes inefficiencies and ultimately

improves the productivity of the business. This improvement also minimizes down times and

reduces completion times for business activities.

13. Define a system interface.

BUSINESS PROCESSES 4

System interface in business refers to interconnections between various systems/subsystems or

components and their environment. It is also a point of interaction between various subsystems of

a business organization.

14. Describe the system boundary.

It is the delineation of which elements (components) are within the system under analysis, and

which ones are outside (Martin et al. 1998). The underlying assumption is that the components

within the boundary can easily be controlled.

15. Describe one goal of the capability maturity model.

The primary goal of a capability maturity model is to improve the existing software development

processes and addresses conventional work setbacks.

16. Identify what includes an organizational chart, a detailed description of the work to be

performed, information about the schedule, details about meetings and reviews, success

metrics, and notations about any information systems or project monitoring tools that

will be used and deliverables.

Project management plan

17. Which is an example of a type of CRM software?

Some common examples of CRM software include:

 Salesforce Sales Cloud

 Tesco CRM

 Apple CRM

 Amazon CRM

18. Describe when sensitivity analysis is used in place of ROI?

BUSINESS PROCESSES 5

Sensitivity analysis is often used to determine the impact of the input variables on the target

variables. This model therefore does the what-if and simulation analysis, and predicts the

outcomes of a decision within the domains of several variables (Alexander & Beimborn, 1987).

19. Why is ROI important to organizations?

ROI is a business tool used to estimate financial significance of a business venture. It also

highlights appropriate expenditure of investment resources to optimize profitability of an

investment. According to Andru & Botchkarev (2011), ROI is the most efficient and fastest tool

to make investment decisions since it estimates the potential income to be made from an

investment. From simple feasibility calculations and analyses, it is easier to tell the most valuable

venture using ROI. However, if ROI is not used professionally, users may end up making terrible

financial decisions and venture into business activities without negative returns. Even so, Andru

& Botchkarey (2011) state that there are exceptional areas that have been singled out to be prone

potential losses, and so ROI may not be used to inform business decisions.
BUSINESS PROCESSES 6

References
Alexander, E. R., & Beimborn, E. A. (1987). Sensitivity analysis of multiple-choice decision
methods for transportation. Transportation research record, 1124, 36-42.
Andru, P., & Botchkarev, A. (2011, March 11). The Use of Return on Investment (ROI) in the
Performance Measurement and Evaluation of Information Systems.
Martin, E. W., Brown, C. V., Hoffer, J. A., Perkins, W. C., & DeHayes, D. W. (1998). Managing
information technology: What managers need to know. Prentice Hall PTR.