ESM Week 2
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Questions and Answers

What are the roles used in Lab 1?

  • All of the above, No CEO / CTO (correct)
  • System Support Engineer
  • Application Support Engineer
  • Infrastructure Support Engineer

    • Which of the following is true?

  • The infrastructure support engineer is added as an agent to the Service Desk Team
  • The application support engineer is added as an agent to the Service Desk Team
  • A & B (correct)
  • Tickets were created to report Jira's issues

    • Which of the following is true?

  • Deploy Moodle, then create a virtual machine
  • The Azure virtual machine should be connected to the Jira site
  • We can access the Moodle application using the virtual machine's public IP address (correct)
  • The system support engineer needs to configure Moodle

    • Stakeholder communication in Lab 1

    <p>You should use communication form in Lab 1</p> Signup and view all the answers

    What do you need to know when supporting enterprise solutions?

    <p>A &amp; D &amp; Cybersecurity issues</p> Signup and view all the answers

    Select the proper SLA (Service-level Agreement)

    <p>A &amp; D</p> Signup and view all the answers

    What are the components of an enterprise solution?

    <p>All of the above</p> Signup and view all the answers

    Which of the following statement is true?

    <p>In PaaS, users do not need to manage servers and network</p> Signup and view all the answers

    In the RACI matrix,

    <p>There can be more than one I for a task</p> Signup and view all the answers

    Support process: choose the correct statements

    <p>&quot;My messages were not sent&quot; is an incident</p> Signup and view all the answers

    Cybersecurity awareness:

    <p>A &amp; B</p> Signup and view all the answers

    Study Notes

    Roles in Lab 1

    • The roles used in Lab 1 include Requestor, Stakeholder, and Project Team Members.

    Enterprise Solution Support

    • When supporting enterprise solutions, it is essential to consider the complexity, scalability, reliability, and security of the solution.

    Service-Level Agreement (SLA)

    • A Service-Level Agreement (SLA) outlines the expected service quality, responsiveness, and availability of a solution.

    Components of an Enterprise Solution

    • An enterprise solution consists of hardware, software, network infrastructure, and stakeholders' expectations.

    RACI Matrix

    • A RACI (Responsibility Assignment Matrix) is used to identify and assign specific responsibilities to team members in a project.
    • It defines the roles and levels of involvement for each stakeholder in a project.

    Support Process

    • The support process involves incident management, problem management, change management, and release management.

    Cybersecurity Awareness

    • Cybersecurity awareness is essential for protecting an enterprise solution from cyber threats and data breaches.

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