Pass the WGU Courses and Certificates Information-Technology-Management Questions and answers with CertsForce

Purpose of a Prototype:

A prototype is an interactive model that demonstrates how a system or interface works.

It allows clients to experience the functionality and interaction before full-scale development.

Why Other Options Are Incorrect:

Option A: Prototypes are not detailed development instructions.

Option C: Prototypes are not blueprints but are functional models.

Option D: Prototypes are dynamic and interactive, unlike static examples.

Significance of Training in Ethical IT Use:

Employees are the frontline in implementing and adhering to an organization's ethical IT practices.

Training ensures they understand company culture, ethical boundaries, and the importance of responsible IT behavior.

Benefits of Training:

Reduces risks related to unethical or accidental misuse of IT resources.

Promotes a culture of accountability and compliance.

Enhances employee awareness of legal and organizational policies.

Incorrect Options Analysis:

A. Software updates are unrelated to ethical understanding.

B. Reducing sensitivity to communication accuracy contradicts ethical IT use.

D. Training may reduce risks but is primarily focused on building cultural and ethical awareness.

References and Documents of Information Technology Management:

ITIL Service Management Policy Framework (Axelos Publications).

ISO/IEC 27001 and 27002 (Information Security Management).

Definition of Information Privacy Policy:

An Information Privacy Policy explains how an organization collects, uses, discloses, and manages customer or client data.

It addresses data protection, compliance with legal requirements (e.g., GDPR, HIPAA), and organizational transparency.

Purpose of an Information Privacy Policy:

Ensures customers know how their personal data is handled.

Builds trust and promotes ethical data usage practices.

Incorrect Options Analysis:

Email Privacy: Covers email communications but not broader data practices.

Social Media: Focuses on employee behavior on social platforms, not customer data.

Acceptable Use: Addresses general IT use policies, not specifically data privacy.

References and Documents of Information Technology Management:

General Data Protection Regulation (GDPR) Documentation.

ISO/IEC 27018: Cloud Privacy Framework (ISO Standards).

ITIL Foundation: Privacy Management in Service Design (Axelos Publications).

RFID Tagging Benefits in Supply Chain Management:

Unique Product Identifier: RFID tags provide a unique identifier for each product, enabling precise tracking and inventory management.

Product Tracking: RFID tags allow continuous tracking of products throughout their journey in the supply chain, from manufacturing to delivery.

Why Other Options Are Incorrect:

Option A: While RFID can streamline certain activities, it does not automate the entire supply chain.

Option D: RFID is not designed to discard incorrect or incomplete information but rather to provide accurate tracking.

Understanding Knowledge Factors:

Knowledge factors are something the user knows and are commonly used for authentication.

Examples include passwords, PINs, and security questions.

Why Other Options Are Incorrect:

Option A (ID card): This is a possession factor (something you have).

Option C (Security token): A security token is also a possession factor.

Option D (Fingerprint): This is a biometric factor (something you are).

Definition of Green Computers:

A green computer is designed using environmentally friendly materials and technologies aimed at reducing the environmental footprint. These computers prioritize energy efficiency, recyclability, and sustainable production practices.

Features of Green Computers:

Use of recyclable and non-toxic materials.

Energy-efficient components to minimize power consumption.

Adherence to environmental standards like Energy Star and EPEAT certifications.

Incorrect Options Analysis:

Workstation, Personal, and Server describe categories based on usage or functionality, not environmental considerations.

References and Documents of Information Technology Management:

"Green IT and Sustainability" (Gartner Whitepaper).

Energy Star Certification Guidelines (U.S. Environmental Protection Agency).

Comprehensive and Detailed Explanation From Exact Extract:

A customer relationship management (CRM) system helps organizations manage interactions with both potential and existing customers. To retain existing customers over time, organizations must understand and continuously improve the customer experience. The CRM feature that supports this is experience monitoring.

Experience monitoring includes:

Tracking customer feedback and satisfaction

Recording service issues, resolutions, and response times

Monitoring customer interactions across channels (email, phone, chat, in-person)

Identifying patterns that may indicate dissatisfaction or risk of churn

By analyzing these data, organizations can proactively address problems, personalize interactions, and enhance service quality, all of which support long-term customer retention.

Option A (Campaign scheduling) focuses on planning and executing marketing campaigns, typically aimed at promotions or outreach. While valuable, it is more related to acquiring or engaging customers than directly monitoring their experience.

Option B (Invoice scheduling) is a finance or billing function and does not primarily support customer retention strategy.

Option C (Lead qualification analysis) is focused on evaluating potential customers (leads), which is more about acquisition than retention.

Thus, the feature that best supports efforts to keep existing customers over time is experience monitoring.

Effective leaders manage conflict constructively by encouraging open, respectful dialogue between employees. This allows issues to be addressed directly, builds trust, and strengthens team cohesion. Constructive conflict management focuses on resolution and collaboration rather than suppression or avoidance.

Option A: Incorrect—restricting conversations can allow conflicts to grow unresolved.

Option B: Incorrect—top-down control may suppress input and damage morale.

Option D: Incorrect—ignoring team dynamics undermines long-term effectiveness.

Thus, the best approach is fostering respectful dialogue between employees.

In the Waterfall methodology, the phases flow sequentially:

Requirements → 2. Analysis → 3. Design → 4. Development → 5. Testing → 6. Implementation → 7. Maintenance.

The Testing phase comes immediately before Implementation, where the system is validated, bugs are fixed, and readiness is confirmed before deployment.

Option A: Analysis occurs much earlier in the process.

Option C: Development precedes testing, not implementation.

Option D: Maintenance comes after implementation.

Thus, the correct phase immediately before implementation is Testing.

A Disaster Recovery Plan (DRP) outlines the procedures, technologies, and resources needed to restore systems, data, and operations following a disruption. This includes backups, redundant systems, alternate facilities, and recovery strategies to ensure operational continuity.

Option A: Risk management identifies and prioritizes risks, but DR handles recovery actions.

Option B: Infrastructure upgrades improve systems but are not focused on continuity.

Option C: Compliance plans ensure adherence to regulations, not recovery.

Thus, the correct plan for backups and redundancy is the Disaster recovery plan.