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ITECH 7400 2021-07 SAMPLE FINAL TEST SECTION A – ETHICAL THEORIES [10 marks] Case Study An end user, for a large company (company A) undergoing a system failure and recovery situation, suggests the operating system and firewall software licensed to another company (company B), be installed to "get the system back up". It is not clear if there is intention to subsequently license the software, or if it will become an "administrative oversight". Ethical question: Should company (A) use company (B) software licenses in this situation? 1. A02 RQ01 Apply act utilitarianism ethical theory to this case and indicate whether the answer to the question is ethical, not ethical or no solution. [1 mark] 2. A02 RQ02 Apply rule utilitarianism ethical theory to this case and indicate whether the answer to the question is ethical, not ethical or no solution. [1 mark] 3. A02 RQ03 Apply rule deontology ethical theory to this case and indicate whether the answer to the question is ethical, not ethical or no solution. [1 mark] 4. A02 RQ04 Apply act deontology ethical theory to this case and indicate whether the answer to the question is ethical, not ethical or no solution. [1 mark] 5. A03 RQ05 Apply social contract theory (moral obligations) to this case and indicate whether the answer to the question is ethical, not ethical or no solution. [1 mark] 6. A03 RQ06 Apply social contract theory (legal contracts) to this case and indicate whether the answer to the question is ethical, not ethical or no solution. [1 mark] 7. A03 RQ07 Apply the character-based ethical theory to this case and indicate whether the answer to the question is ethical, not ethical or no solution. [1 mark] 8. A03 RQ08 Apply the modern ethical approach to this case and indicate whether the answer to the question is ethical, not ethical or no solution. [1 mark] 9. A04 RQ09 Apply the Australian Computer Society (ACS) code of ethics to this case and indicate whether the answer to the question is ethical, not ethical or no solution. [1 mark] 10. A04 RQ10 Apply your own ethical approach to this case and indicate whether the answer to the question is ethical, not ethical or no solution. [1 mark] SECTION B – IT CAREERS & IT SERVICE MANAGEMENT [40 marks] 11. B05 RQ11 An information technology skill currently in demand includes __________ [1 mark] 12. B05 RQ12 Smart farming, machine learning and 3D printing are all considered tech jobs of the __________ [1 mark] 13. B05 RQ13 Your program is preparing you for a SFIA level 3 role. Level 3 indicates what? [1 mark] 14. B05 RQ14 Provide one (1) reason according to Nicole Williams LinkedIn connection director, why you should be selective and exercise care when friending on social media sites such as LinkedIn. [1 mark] 15. B05 RQ15 Provide one (1) reason why certifications are beneficial to IT professionals. [1 mark] 16. B06 RQ16 A __________ is defined as a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks. [1 mark] 17. B06 RQ17 Service management is a set of specialised organisational capabilities for providing value to customers in the form of __________ . [1 mark] 18. B06 RQ18 Grey Computing Inc. uses the Happy Fox Inc. complaint management software to help their team handle IT service complaints from Ballarat Health Services and South-West Health Care. Identify one (1) user in this example? [1 mark] 19. B06 RQ19 Why is Information Technology (IT) considered an immature profession? [1 mark] 20. B06 RQ20 A recommended practice, which is followed over time an becomes part of life is said to be __________ practice. [1 mark] 21. B07 RQ21 Offering services better than the competition is an objective of which ITIL lifecycle phase? [1 mark] 22. B07 RQ22 __________ __________ __________ is a philosophy, capability, discipline, and role to evolve culture, build partnerships, drive value, and satisfy purpose. [1 mark] 23. B07 RQ23 This is where a range of functions, regarded as non-core to the business, are grouped together into a corporate shared service unit. What is the name of this service provider? [1 mark] 24. B07 RQ24 Working as an accounts payable clerk, using Quick Books online or Xero (accounting software) are examples of practice of a __________ model. [1 mark] 25. B07 RQ25 Strategy as a __________ relates to vision, direction, and the IT service provider’s philosophy for doing business with its customers. [1 mark] 26. B07 RQ26 A service __________ manager plans and coordinates the resources to deploy a major release within estimated cost, time and quality estimates. [1 mark] 27. B08 RQ27 Customer satisfaction is a key concern for which ITIL process. [1 mark] 28. B08 RQ28 What do you call a documented agreement between a service provider and a customer that identifies both services required and the expected level of service? [1 mark] 29. B08 RQ29 How do organisations determine the types of services they should offer and the markets to target? [1 mark] 30. B08 RQ30 This is the process of predicting and controlling the income and expenditure of money within the organisation. [1 mark] 31. B08 RQ31 __________ is the process required to bill customers for the services supplied to them. [1 mark] 32. B08 RQ32 Predicting impact on the organisations resources is important to understand demand __________ . [1 mark] 33. B09 RQ33 __________ management is responsible for ensuring that adequate capacity is available to meet the agreed needs of the business in a cost-effective manner. [1 mark] 34. B09 RQ34 Sufficient resources must be available to meet the business __________ and maintain service levels, as part of capacity management. [1 mark] 35. B09 RQ35 Netflix reducing video quality during a pandemic to ensure customer requirements are met is an example of service __________ management. [1 mark] 36. B09 RQ36 A resource __________ is a useful tool to help management service capacity. [1 mark] 37. B09 RQ37 ABC bank services need to be available 24/7 365 days a year. When an impact or issue occurs the data or services on server 1 go down. The disaster recovery solution is to make data on the back-up server (server 2), a mirror of server 1, available so there is no impact on the bank’s services. This is an example of IT service __________ management. [1 mark] 38. B09 RQ38 A power outage, and denial of service attacks (DoS) are examples of __________ that could seriously impact the continuity of IT services. [1 mark] 39. B10 RQ39 Codes of conduct (e.g., ACS), recruitment policies and mobile phone policies are examples which illustrate how information __________ management maintains and enforces effective policy. [1 mark] 40. B10 RQ40 __________ means that business transactions, as well as information exchanges between organisations or with partners, can be trusted. [1 mark] 41. B10 RQ41 Email __________ involves methods such as email tracking that are designed to ensure that the sender cannot deny having sent a message and/or that the recipient cannot deny having received it. [1 mark] 42. B10 RQ42 __________ are central to the successful development, deployment and operation of any IT service. [1 mark] 43. B10 RQ43 The country fire authority (CFA) being called out to fight bush fire, is an example response to a __________ problem. [1 mark] 44. B10 RQ44 A student transfers to a new university. The new university requires the student’s records so they can determine any credit and create a study plan. When it arrives some of the records are missing. What type of information security issue is this? [1 mark] 45. B11 RQ45 __________ is neither a process or a function [1 mark] 46. B11 RQ46 __________ metrics are associated with components, such as mean time between failures. Usually used internally to understand the capability of the technology components on with service depends to remain in service. [1 mark] 47. B11 RQ47 A __________ is a benchmark that is used as a foundation for measuring or comparing current and past values. [1 mark] 48. B11 RQ48 Critical success __________ identify areas that are critical to the success of the enterprise. [1 mark] 49. B11 RQ49 The __________ cycle is a continuous quality improvement model consisting out of a logical sequence of four repetitive steps for continuous improvement and learning. [1 mark] 50. B11 RQ50 The Deming cycle may be used to __________, for example, an online ordering service or the service level management process within an