WGU Updated Information-Technology-Management Exam Questions and Answers by haroon

Definition of Adware and Spyware:

Adware: Software that displays unwanted advertisements.

Spyware: Software that covertly collects user data without consent.

The combination of adware and spyware often masquerades as a legitimate add-on but operates maliciously.

Key Characteristics:

Adware displays pop-up advertisements, while spyware transmits user data to external parties.

Both operate without the user’s permission or knowledge.

Incorrect Options Analysis:

A. Downtime and uptime: Relates to system availability, not malicious software.

B. Hackers and viruses: Refers to broader cybersecurity threats, not specific software.

C. Ethics and cost: Unrelated to malicious software behavior.

References and Documents of Information Technology Management:

"Adware and Spyware: Detection and Prevention" (SANS Institute).

ITIL Information Security Practices (Axelos).

Role of a Trusted Third Party:

Trusted third parties, like Certificate Authorities (CAs), validate the correlation between users and public keys.

They ensure secure communication by providing authentication (verifying user identity) and authorization (granting access rights).

Advantages in Disaster Recovery Planning:

Simplifies secure communication during recovery processes.

Provides a trusted mechanism for verifying identities and preventing unauthorized access.

Why Other Options Are Incorrect:

Option A (Monitors enclosures): Not related to public key verification.

Option B (Protects against encrypted attacks): While encryption enhances security, it is not the purpose of a trusted third party.

Option D (Features full-time monitoring): Not a function of trusted third parties like CAs.

References:

Public Key Infrastructure (PKI) Best Practices – NIST SP 800-32

Role of Trusted Third Parties in Disaster Recovery – Gartner Research

The Operating layer is responsible for the execution of business processes, organizational structures, and compensation strategies. This layer ensures that the strategies defined at the corporate and strategic levels are effectively implemented. It focuses on operational management, workforce incentives, and aligning business activities with organizational goals.

References:

Kaplan, R. S., & Norton, D. P. (1996). The Balanced Scorecard: Translating Strategy into Action. Harvard Business Press.

Porter, M. E. (1985). Competitive Advantage: Creating and Sustaining Superior Performance.

Purpose of a Customer Relationship Management (CRM) System:

CRM systems focus on managing customer interactions to build long-term relationships.

They provide tools for sales, marketing, customer service, and analytics to enhance customer satisfaction and retention.

Key Objectives of CRM Systems:

Increase customer loyalty: By personalizing experiences and addressing customer needs effectively.

Boost profitability: Through targeted marketing, better customer insights, and optimized resource allocation.

Incorrect Options Analysis:

A. Decision-making support: CRM provides customer interaction insights, not fundamental decision-making tools.

B. Business functions: Covers ERP systems, not CRM.

C. Supplier relations: Focus is on customer relations, not suppliers.

References and Documents of Information Technology Management:

"CRM Best Practices for Business Success" (Salesforce Whitepaper).

ITIL 4 Service Design: CRM Integration (Axelos).