Faculty of Technology 

HIT342 – Enterprise IT Management

REVISION EXAMINATION

SEMESTER: 	SECOND
YEAR:		2006
		Lecturer:		ANDREW FINEGAN

TIME (in minutes):		Time for reading	[10 minutes]
				Time for working	[180 minutes]
				TOTAL TIME		[190 minutes]

Please do not use pale fine blue pens or pencil, please use dark blue or black ink.

INSTRUCTIONS TO CANDIDATES
•	There are 45 questions and a total of 50 marks.
•	You should answer all questions from each of Parts A, B, C and D.
•	Part A has 20 questions and is worth a total of 10 marks, 
Part B has 20 questions and is worth a total of 20 marks, 
Part C has 4 questions and is worth a total of 10 marks, and 
Part D has 1 question and is worth a total of 10 marks.

PERMITTED MATERIALS
•	None

IMPORTANT
•	Write your answers in this question booklet provided. 
•	Make sure you include the following information on the front of the question booklet:
Your name
Your student number

Student Name		
Student Number		

SECTION A – Answer all 20 questions (0.5 mark each) (Total 10 Marks)

#	Question	Answer - 
(Circle one only)	
1	The effective networking of computers has considerably reduced the complexity of business operations.	True or False	
2	IT applications have enhanced human activity in routine business operations.	True or False	
3	An IT manager must be able to evaluate the impact of IT on the business. 	True or False	
4	An IT manager must be able to reduce technological maturity in a business.	True or False	
5	A business unit is the highest level in a company structure for planning.	True or False	
6	A mission statement identifies the important trends that may impact a business.	True or False	
7	An expression of strategy evaluates how well a business achieves goals.	True or False	
8	A plan is a detailed description of how a business can achieve its primary purpose.	True or False	
9	An IT strategy may combine both functional and stand-alone strategies.	True or False	
10	IT strategies are developed with the explicit intent of guiding management.	True or False	
11	Operational plans extend to the next year and form the basis of managers’ implementation commitments.	True or False	
12	The applications portfolio consists of the processes for running businesses’ applications.	True or False	
13	The resource plan consists of the complete set of applications programs used by the company.	True or False	
14	Planning service levels is very important in systems operations.	True or False	
15	Critical success factors is a planning approach that audits results.	True or False	
16	Business systems planning uses stage theory to assess an organisation.	True or False	
17	A content provider is an organisation that owns the customer transaction, and can collect a fee for that transaction.	True or False	
18	Businesses may avoid channel conflict by redefining the dealers’ role.	True or False	
19	EBusiness considerably simplifies the logistics of delivering a product directly to the customer	True or False	
20	Multiple business models will simplify a customer’s business interaction. 	True or False	

#	Question	Answer - 
(Circle one only)	
21	Re-engineering seeks to achieve the radical redesign of business processes.	True or False	
22	A basic concept of re-engineering is to centralise and consolidate data.	True or False	
23	Business process re-engineering is a highly successful and proven technique that avoids the problem and effort of strategic alignment.	True or False	
24	Business process re-engineering will require a large investment in resourcing, with 30-50% increase in the training budget.	True or False	
25	A strength of business process re-engineering is that “one size fits all”.	True or False	
26	In software development changing a line of code is easy, but understanding the impact of that change may be very difficult.	True or False	
27	An evolutionary prototype will produce an operational product.	True or False	
28	A disadvantage of prototypes is that errors are detected too early.	True or False	
29	Businesses may use enterprise resource planning to replace legacy systems.	True or False	
30	Risk analysis allows managers to reduce or mitigate risk trends.	True or False	
31	IT operations managers need only be concerned with fulfilling their executives’ expectations if they are realistic.	True or False	
32	In the IT operations environment expert staff can cause problems by resisting change to work practices.	True or False	
33	A critical task for the IT operations manager is data centre operations.	True or False	
34	Security is primarily a technology issue, not a management issue.	True or False	
35	IT outsourcing is where a specialist area is undertaken by an external supplier or vendor.	True or False	
36	An effect of outsourcing is that IT management are made redundant and no longer have any role in the business. 	True or False	
37	IT outsourcing is a reliable way of avoiding any escalating costs in the delivery of IT services.	True or False	
38	Relationship capital is knowledge about customers, competitors and the business environment.	True or False	
39	Tacit knowledge is most commonly transferred through human interaction.	True or False	

#	Question	Answer - 
(Circle one only)	
40	A key knowledge management value is that employees share knowledge rather than hoard it.	True or False	
41	In knowledge management it is important to make knowledge base and information access the top investment priority.	True or False	
42	An important role of knowledge management in content management is to enable reuse of knowledge and encourage innovation.	True or False	
43	Content trustworthiness is emerging as an important issue in eBusiness.	True or False	
44	Competencies are simply skills that can be demonstrable and are generally delivered through training.	True or False	
45	Resource management is the overall management of people as the key resources of a business.	True or False	
46	Workforce planning provides a basis for effective workforce sourcing, development and recruitment decisions.	True or False	
47	The role of the chief information officer in effective recruitment includes assessment of the business’s appeal to potential employees.	True or False	
48	Business ethics is becoming less important as the increasingly complex business environment hides the risk of inappropriate behaviour.	True or False	
49	A common motivation to practice business ethics is to avoid bad publicity and gain goodwill in the community.	True or False	
50	A professional code of conduct can provide an IT professional with guidelines for ethical decision-making.	True or False	

SECTION B – Answer all 20 questions (1 mark each) (Total 20 Marks)
Each question has only one correct answer.  Select either a,  b,  c,  d,  or  e.
#	Question	Answer - 
(Circle one only)	
51	Recent major changes in business activity include:
(a)	Complexity reduces the expectation for information on demand,
(b)	People are forced to work together in teams,
(c)	Technology is seen to be more important than human capital,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	
52	An IT Manager must be able to:
(a)	Consider the IT area as a stable and local workplace,
(b)	Avoid outsourcing that reduces power bases,
(c)	Increase the technological maturity of the business,
(d)	All of the above,	
(e) 	None of the above.	
a
b
c 
d
e	
53	Major trends in IT are that:
(a)	IT units are more effective by reporting to corporate IT executives,
(b)	Concern is focused on technology rather than people and business,
(c)	IT acquisition is directed by business units that use the information,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	
54	Intellectual alignment of IT is when:
(a)	IT and business objectives are internally and externally consistent,
(b)	IT and business executives understand each other’s objectives,
(c)	IT identifies the course of action to achieve objectives,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	
55	Environmental assessment involves:
(a)	Thoughtful understanding of the organisation’s mission,
(b)	Identification of the important trends that may impact the business,
(c)	Evaluation of how well the business achieved its goals,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	

Each question has only one correct answer.  Select either a,  b,  c,  d,  or  e.
#	Question	Answer - 
(Circle one only)	
56	A strategy is:
(a)	A plan that extends for 3 to 5 years,
(b)	A collection of statements that proposes a means by which a business can achieve its primary purpose,
(c)	A plan of detailed actions for the next 1 to 2 years,
(d)	All of the above,		
(e) 	None of the above.	
a
b

c 
d
e	
57	IT functional strategies describe:
(a)	The IT unit’s broad goals and objectives,
(b)	Individual, onetime IT opportunities,
(c)	The IT unit’s response to a unique challenge from a competitor,
(d)	All of the above,		
(e) 	None of the above.	
a
b
c 
d
e	
58	A strategy statement is a tool to be used to:
(a)	Focus the managers attention on strategic aspects of the business,
(b)	Provide information to allow managers to review and approve the strategy,
(c)	Measure an organisation’s performance
(d)	All of the above,		
(e) 	None of the above.	
a
b
c 
d
e	
59	IT planning includes:
(a)	Development of the future business vision,
(b)	Development of business ideas with IT applications,	
(c)	Environmental analysis of business conditions,
(d)	All of the above,		
(e) 	None of the above.	
a
b
c 
d
e	
60	The extended planning horizon is the time covered by:
(a)	Operational plans,
(b)	Tactical plans,	
(c)	Strategic plans,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	

Each question has only one correct answer.  Select either a,  b,  c,  d,  or  e.
#	Question	Answer - 
(Circle one only)	
61	Planning to satisfy customers expectations about IT service delivery is found in the:
(a)	Application considerations part of the IT plan,
(b)	Systems operations part of the IT plan,
(c)	Resource plan part of the IT plan,
(d)	All of the above,
(e) 	None of the above.	

a
b
c 
d
e	
62	Planning a business’s financial obligations in the purchase and lease costs of IT resources is found in the:
(a)	Application considerations part of the IT plan,
(b)	Systems operations part of the IT plan,
(c)	Resource plan part of the IT plan,
(d)	All of the above,
(e) 	None of the above.	

a
b
c 
d
e	
63	Business systems planning is an approach where:
(a)	Stage theory is applied,
(b)	Critical success factors are audited,
(c)	Key activities, and associated systems and data are identified,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	
64	In eBusiness it is highly recommended that the customer transaction is owned by:
(a)	The customer purchasing the goods or service,
(b)	The business providing the goods or service,	
(c)	The content provider of the online material,
(d)	All of the above,		
(e) 	None of the above.	

a
b
c 
d
e	
65	To be successful in the long, an eBusiness content provider must:
(a)	Own the customer transaction,
(b)	Own the end-customer relationship,
(c)	Establish a demand as a desirable source of content,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	

Each question has only one correct answer.  Select either a,  b,  c,  d,  or  e.
#	Question	Answer - 
(Circle one only)	
66	In eBusiness channel conflict is where:
(a)	Existing partners are bypassed using the Internet,
(b)	Delivery of services is impacted by logistics problems,
(c)	Managers are confused and wait to see what happens,
(d)	All of the above,		
(e) 	None of the above.	
a
b
c
d
e	
67	Ways to avoid eBusiness channel conflict include:
(a)	Only supply to one type of customer,
(b)	Develop a new brand to identify the product on the Internet,
(c)	Get rid of all your dealer and distributors,
(d)	All of the above,
(e) 	None of the above.	
a
b
c
d
e	
68
	Business process re-engineering incorporates:	
(a)	A fundamental rethinking of how to do business,
(b)	The achievement of dramatic improvements,	
(c)	A top-down approach that structural and planned,
(d)	All of the above,
(e) 	None of the above.	
a
b
c
d
e	
69	Business process re-engineering can fail due to:
(a)	A focus on people and process rather than technology,
(b)	The belief it is a strategic approach rather than programming project,
(c)	Not involving the right people with the right experience,
(d)	All of the above,		
(e) 	None of the above.	
a
b

c
d
e
	
70	Business process re-engineering (BPR) success factors include:
(a)	The incorporation of change management into the approach,
(b)	Avoidance of line ownership and issues of accountability,
(c)	Confidence that BPR is a proven approach and that “one size fits all”,
(d)	All of the above,		
(e) 	None of the above.	
a
b
c
d
e	

Each question has only one correct answer.  Select either a,  b,  c,  d,  or  e.
#	Question	Answer - 
(Circle one only)	
71	Prototyping is a systems development methodology that provides:
(a)	A simulation only of the software application,
(b)	A quick and inexpensive systems for testing assumptions,
(c)	A phased approach where each stage ends with a management review,
(d)	All of the above,
(e) 	None of the above.	

a
b
c 
d
e	
72	Disadvantages of prototyping include:
(a)	There is too much user involvement that leads to interference,
(b)	Too much is expected to be developed too quickly,
(c)	Systems documentation is often forgotten,
(d)	All of the above,		
(e) 	None of the above.	
a
b
c 
d
e	
73	Issues in implementing enterprise resource planning includes:
(a)	Teams are less important as specialist consultants will do most of the work,
(b)	Expect resistance to change from employees,	
(c)	The use of off-the-shelf solutions avoids the need for change management,
(d)	All of the above,
(e) 	None of the above.	
a

b
c 

d
e	
74	Management actions to control risk in systems development include:
(a)	Use lower risk alternative,
(b)	Avoid the use of special resources that require more management,
(c)	Avoid the use of special control techniques,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	
75	To manage workload, an IT operations manager must:
(a)	Ignore external problems at the departmental and business level,
(b)	Ensure that IT operations has a priority over development in the allocation of resources,
(c)	Stay cool in a hot job and work together with other managers,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	

Each question has only one correct answer.  Select either a,  b,  c,  d,  or  e.
#	Question	Answer - 
(Circle one only)	
76	The IT operations environment can be difficult to manage due to:
(a)	The use of expert systems to automate computer operations,
(b)	Insufficient computer power to run modern applications,
(c)	The increased use of centralised computer systems,
(d)	All of the above,
(e) 	None of the above.	
a
b
c
d
e	
77	Efficient management of a data centre involves:
(a)	Measurement of functional quality in terms of customer satisfaction,
(b)	Limiting all new equipment acquisitions,
(c)	Minimise performance measurement to avoid upsetting the employees,
(d)	All of the above,		
(e) 	None of the above.	
a
b
c
d
e	
78
	Core security goals for IT operations should:
(a)	Focus on security in terms of firewalls, antivirus and other technology solutions,
(b)	Make all information available to all staff to avoid arguments about access rights,	
(c)	Ensure that information has not been changed in any way without authorisation.,
(d)	All of the above,
(e) 	None of the above.	
a
b
c
d
e	
79	Offsourcing is:
(a)	Outsourcing to a separate business unit within your own company,
(b)	Outsourcing to a business in another country that offers a competitive advantage,	
(c)	Outsourcing to a number of different companies,
(d)	All of the above,
(e) 	None of the above.	
a
b
c
d
e
	
80	In the second generation of IT outsourcing, businesses focused upon:
(a)	Gaining efficiency and reducing the cost of IT functions,
(b)	Forming investment partnership to match the capability of industry leaders,
(c)	Building commitment and trust in relationships with manufacturers,
(d)	All of the above,		
(e) 	None of the above.	
a
b
c
d
e	

Each question has only one correct answer.  Select either a,  b,  c,  d,  or  e.
#	Question	Answer - 
(Circle one only)	
81	IT functions that should not be outsourced include:
(a)	Service areas where the vendor is an specialist,
(b)	Management of the vendor,
(c)	Service areas that your business has difficulty recruiting good employees,
(d)	All of the above,		
(e) 	None of the above.	

a
b
c 
d
e	
82	An impact of outsourcing on a business will be:
(a)	IT managers will need to be more “hands-on”,
(b)	The IT department will have a totally different business model to the rest of the business,
(c)	Specialist vendors will offer faster response times in decision-making,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	
83	The impact of outsourcing on the IT department will include:
(a)	Improve emergency response where the contractor dedicates all available resources to your needs,
(b)	Stable costs with no variations in contract charges,
(c)	Responsibility for information security will remain with the outsourcing business,
(d)	All of the above,		
(e) 	None of the above.	
a
b
c 
d
e	
84	Human capital is defined as:
(a)	The knowledge and experiences of the business and employees,
(b)	The knowledge contained in business processes and records,
(c)	The knowledge about customers, the industry and the business environment,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	
85	Explicit knowledge can be:
(a)	Relatively easy to capture,
(b)	Embedded in business rules,
(c)	Recorded in documents,
(d)	All of the above,
(e) 	None of the above.	
a
b
c 
d
e	

Each question has only one correct answer.  Select either a,  b,  c,  d,  or  e.
#	Question	Answer - 
(Circle one only)	
86	Tacit knowledge can be:
(a)	Relatively easy to capture,
(b)	Individual unspoken knowledge in the form of insight, judgement and creative talents,
(c)	Recorded in documents 
(d)	All of the above,
(e) 	None of the above.	
a
b
c
d
e	
87	Key success factors in knowledge management include:
(a)	Obtaining suitable technology and software to build knowledge bases,
(b)	Encouraging employees to be creative in finding new knowledge,
(c)	Encouraging employees to work collaboratively in groups,
(d)	All of the above,
(e) 	None of the above.	
a
b
c
d
e	
88
	IT resource management involves:
(a)	Identifying the right people at the right time for the right reasons,
(b)	Identifying organisational purpose and associated competencies,
(c)	Identifying the organisation’s appeal to prospective recruits,
(d)	All of the above,
(e) 	None of the above.	
a
b
c
d
e	
89	IT workload management involves:
(a)	Identifying the right people at the right time for the right reasons,
(b)	Designing teams to increase organisational learning,
(c)	Identifying the core competencies that the IS organisation must provide,
(d)	All of the above,		
(e) 	None of the above.	
a
b
c
d
e
	
90	To reduce ethical problems, an organisation can:
(a)	Require employees to take ethics training,
(b)	Appoint a corporate ethics officer,
(c)	Set a high level of ethical standards for the business,
(d)	All of the above,
(e) 	None of the above.	
a
b
c
d
e	

SECTION C – Answer all four questions (2.5 marks each) (Total 10 Marks)
Provide short, clear and concise answers to the following questions- suggested length 60 words:

91.	What are the various factors driving change in IT management?
92.	What is the relationship between a strategy and a plan?
93.	What should an IT strategy statement contain?
94.	What are tactical plans and how do IT managers use them?
95.	What is the applications portfolio, and how is it used in IT planning? 
96.	In eBusiness, what is channel conflict, and how can it be avoided?
97.	What are some of the major threats to organisations posed by eBusiness?
98.	What questions should an IT manager ask concerning eBusiness?
99.	Discuss the four key concepts found in the definition of re-engineering.
100.	List the factors that can lead to the failure of a business process reengineering initiative.
101.	List and briefly describe five (5) success factors for business process reengineering.
102.	Why do IT managers find applications development to be challenging?
103.	List the essential elements of a systems development project.
104.	List the operational areas of concern of the IT operations manager.
105.	What are some of the typical goals of an IT operations department?
106.	What are the key questions to ask when considering outsourcing?
107.	Briefly discuss the evolution of the outsourcing of IT services.
108.	When considering outsourcing, why is it important to negotiate to retain the balance of power?
109.	What impacts will outsourcing have on an IT department?
110.	What criteria should be considered when selecting vendors for outsourcing?
111.	What must an organisation consider when developing a knowledge management strategy?
112.	What is the goal of a content management system, and how is it related to knowledge management.
113.	What are the significant emerging trends in content management?
114.	What are the key processes associated with resource management?
115.	What are the major roles of the chief information officer (CIO) in workforce planning?
116.	What is the relationship between competencies and workplace performance?
117.	How can eLearning be used to educate the customer?
118.	What attribute should a manager look for when selecting an eLearning training provider?
119.	What is the relationship between business ethics and risk?
120.	What are some of the main ethical issues that an IT professional needs to consider?

SECTION D – Answer one question (Total 10 Marks)
121.	Provide a clear and concise discussion for ONE of the following statements (you will have a choice of 3 statements) – suggested length 250 words:
What are the opportunities associated with the growth and complexity of IT and the associated management challenges? Are there significant risks involved?

It can be argued that one way to reduce complexity, especially in interconnectivity, is through the establishment and application of appropriate standards. Do you agree?
Why would a company use a corporate intranet rather than the Internet? List your reasons.
What are the relative advantages and disadvantages of decentralised network management?
Given a historic preference for centralised control of I.T. operations, what are the reasons for considering decentralised control?
How can the social and political environment influence I.T. operations within a business? Give some examples. 
Apart from technical knowledge, what other business knowledge must the I.T. manager actively develop to achieve competitive value?
Why would staff be threatened by the introduction of a new technology? List the reasons.
Discuss some practical ways for an I.T. manager to develop and fine-tune their people-management skills.
What are some techniques that high-performance firms use to maximise their human productivity? List and briefly describe.
Why is it difficult to introduce new technology where systems development is decentralised?   
Discuss the various ways to assist users to become self-supporting.
What areas of technical support should be decentralised?
Why is the management of communications often suggested as suitable for outsourcing of operations?
What IT security functions should be decentralised?