Reference no: EM133088089

SECTION A - ETHICAL THEORIES

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. Apply act utilitarianism ethical theory to this case and indicate whether the answer to the question is ethical, not ethical or no solution.

2. Apply rule utilitarianism ethical theory to this case and indicate whether the answer to the question is ethical, not ethical or no solution.

3. Apply rule deontology ethical theory to this case and indicate whether the answer to the question is ethical, not ethical or no solution.

4. Apply act deontology ethical theory to this case and indicate whether the answer to the question is ethical, not ethical or no solution.

5. Apply social contract theory (moral obligations) to this case and indicate whether the answer to the question is ethical, not ethical or no solution.

6. Apply social contract theory (moral obligations) to this case and indicate whether the answer to the question is ethical, not ethical or no solution.

7. Apply the character-based ethical theory to this case and indicate whether the answer to the question is ethical, not ethical or no solution.

8. Apply the modern ethical approach to this case and indicate whether the answer to the question is ethical, not ethical or no solution.

9. 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.

10. Apply your own ethical approach to this case and indicate whether the answer to the question is ethical, not ethical or no solution.

SECTION B - IT CAREERS & IT SERVICE MANAGEMENT

11. An information technology skill currently in demand includes __________

12. Smart farming, machine learning and 3D printing are all considered tech jobs of the __________

13. Your program is preparing you for a SFIA level 3 role. Level 3 indicates what?

14. 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.

15. Provide one (1) reason why certifications are beneficial to IT professionals.

16. 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.

17. Service management is a set of specialised organisational capabilities for providing value to customers in the form of __________ .

18. 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?

19. Why is Information Technology (IT) considered an immature profession?

20. A recommended practice, which is followed over time an becomes part of life is said to be __________ practice.

21. Offering services better than the competition is an objective of which ITIL lifecycle phase?

22. __________ __________ __________ is a philosophy, capability, discipline, and role to evolve culture, build partnerships, drive value, and satisfy purpose.

23. 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?

24. Working as an accounts payable clerk, using Quick Books online or Xero (accounting software) are examples of practice of a __________ model.

25. Strategy as a __________ relates to vision, direction, and the IT service provider's philosophy for doing business with its customers.

26. A service __________ manager plans and coordinates the resources to deploy a major release within estimated cost, time and quality estimates.

27. Customer satisfaction is a key concern for which ITIL process.

28. 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?

29. How do organisations determine the types of services they should offer and the markets to target?

30. This is the process of predicting and controlling the income and expenditure of money within the organisation.

31. __________ is the process required to bill customers for the services supplied to them.

32. Predicting impact on the organisations resources is important to understand demand

33. __________ management is responsible for ensuring that adequate capacity is available to meet the agreed needs of the business in a cost-effective manner.

34. Sufficient resources must be available to meet the business __________ and maintain service levels, as part of capacity management.

35. Netflix reducing video quality during a pandemic to ensure customer requirements are met is an example of service __________ management.

36. A resource __________ is a useful tool to help management service capacity.

37. 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.

38. A power outage, and denial of service attacks (DoS) are examples of __________ that could seriously impact the continuity of IT services.

39. Codes of conduct (e.g., ACS), recruitment policies and mobile phone policies are examples which illustrate how information __________ management maintains and enforces effective policy.

40.  __________ means that business transactions, as well as information exchanges between organisations or with partners, can be trusted.

41. 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.

42. __________ are central to the successful development, deployment and operation of any IT service.

43. The country fire authority (CFA) being called out to fight bush fire, is an example response to a __________ problem.

44. 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?

45. A __________ plan makes it easier for employees to understand the duties and expectations associated with their job.

46. Components that are integrated, tested, and deployed as they are needed, is an example of the __________ delivery deployment approach.

47. Inaccurate project details or supplier delivery date overruns are examples of __________ management challenges.

48. A __________ cloud is a solution that combines a private cloud with one or more public cloud services, and proprietary software enabling communication between each distinct service.

49. __________ software development is centred around iterative development.

50. The infinity loop is used to show how the phases of the __________ lifecycle relate to each other.