Quiz 12: Managing Systems Support and Security

In most organizations, ____ IT department effort goes into supporting existing systems and making them more valuable to users. A) no B) less than half of all C) more than half of all D) all

If significant changes take place in an existing system or if a new version is released, the IT department might develop a ____. A) user training package B) documentation process C) maintenance module D) all of the above

____ costs include expenses for items such as supplies, equipment rental, and software leases. A) Operational B) Corrective C) Maintenance D) Adaptive

____ expenses vary significantly during a system's operational life and include spending to support maintenance activities. A) Preventive B) Maintenance C) Corrective D) Adaptive

____ activities include changing programs, procedures, or documentation to ensure correct system performance; adapting the system to changing requirements; and making the system operate more efficiently. A) Procedural B) Documented C) Maintenance D) Programmatic

-As shown in the accompanying figure, maintenance expenses usually are high when a system is implemented because problems must be detected, investigated, and resolved by ____ maintenance. A) corrective B) adaptive C) perfective D) preventive

-As shown in the accompanying figure, once a system becomes stable, maintenance costs usually remain low and involve minor ____ maintenance. A) corrective B) adaptive C) perfective D) preventive

-As shown in the accompanying figure, ____ when it becomes clear that the company plans to replace the system. A) adaptive, corrective, and perfective maintenance expenses all increase rapidly B) perfective maintenance expenses increase rapidly, but adaptive and corrective maintenance typically decrease C) adaptive and corrective maintenance expenses increase rapidly, but perfective maintenance typically decreases D) adaptive, corrective, and perfective maintenance expenses all decrease rapidly

Corrective maintenance ____. A) adds enhancements to an operational system and makes the system easier to use B) diagnoses and corrects errors in an operational system C) involves changing an operational system to make it more efficient, reliable, or maintainable D) requires analysis of areas where trouble is likely to occur in order to avoid problems

Adaptive maintenance ____. A) adds enhancements to an operational system and makes the system easier to use B) diagnoses and corrects errors in an operational system C) involves changing an operational system to make it more efficient, reliable, or maintainable D) requires analysis of areas where trouble is likely to occur in order to avoid problems

Perfective maintenance ____. A) adds enhancements to an operational system and makes the system easier to use B) diagnoses and corrects errors in an operational system C) involves changing an operational system to make it more efficient, reliable, or maintainable D) requires analysis of areas where trouble is likely to occur in order to avoid problems

Perfective maintenance usually is cost effective ____ the system's operational life. A) early in B) during the middle of C) late in D) all of the above

Preventive maintenance ____. A) adds enhancements to an operational system and makes the system easier to use B) diagnoses and corrects errors in an operational system C) involves changing an operational system to make it more efficient, reliable, or maintainable D) requires analysis of areas where trouble is likely to occur in order to avoid problems

____ means examining the whole in order to learn about the individual elements. A) Synthesis B) Risk management C) Analysis D) Risk identification

____ involves studying the parts to understand the overall system. A) Synthesis B) Risk management C) Analysis D) Risk identification

____ is a process for controlling changes in system requirements during software development. A) EM B) DM C) CM D) TM

The ____ is responsible for assigning maintenance tasks to individuals or to a maintenance team. A) user B) programmer C) systems review committee D) system administrator

When setting priorities, many IT managers believe that evaluating all projects together leads to the best possible decisions because ____. A) maintenance and new development require similar IT department resources B) in IT departments organized into separate maintenance and development groups, it makes no sense to evaluate requests separately C) maintenance is more likely to receive a proportional share of IT department resources D) all of the above

In a typical system, the initial version of the system is 1.0, and the release that includes the first set of maintenance changes is version ____. A) 1.0 B) 1.1 C) 2.0 D) 2.1

The release methodology offers all of the following advantages except ____. A) all changes are tested together before a new system version is released B) costs are reduced because only one set of system tests is needed C) documentation changes are coordinated and become effective simultaneously D) new features or upgrades are available more often

The ____ is the configuration of a system documented at the beginning of the project and consists of all necessary system requirements and design constraints. A) functional baseline B) operational baseline C) allocated baseline D) product baseline

The ____ documents a system at the end of the design phase, identifies any changes since the beginning of the project, and includes testing and verification of all system requirements and features. A) functional baseline B) operational baseline C) allocated baseline D) product baseline

A ____ is a formal reference point that measures system characteristics at a specific time. A) feature line B) baseline C) product point D) risk point

The ____ describes the system at the beginning of system operation and includes the results of performance and acceptance tests for the operational system. A) functional baseline B) operational baseline C) allocated baseline D) product baseline

To measure system performance, companies use ____ testing, which uses a set of standard tests on one system to compare its performance and capacity to that of other systems. A) metric B) benchmark C) threat D) allocation

____ include the volume of online data, the number of records accessed, and the number of transactions processed in a given time period. A) Metrics B) Risk assessments C) Allocations D) Baselines

____ describes the amount of data that a system can transfer in a fixed time period. A) Throughput B) Resolution C) Dimensionality D) Bandwidth

Depending on the system, bandwidth might be measured in any of the following except ____. A) Kbps (kilobits per second) B) Mbps (megabits per second) C) Dbps (decibits per second) D) Gbps (gigabits per second)

____ also can be used to measure the quality of IT support or services by measuring the time from a user request for help to the resolution of the problem. A) Bandwidth B) Turnaround time C) Throughput D) Response time

____ protects information from unauthorized disclosure and safeguards privacy. A) Availability B) Integrity C) Confidentiality D) Risk management

____ prevents unauthorized users from creating, modifying, or deleting information. A) Availability B) Integrity C) Confidentiality D) Risk management

____ ensures that authorized users have timely and reliable access to necessary information. A) Availability B) Integrity C) Confidentiality D) Risk management

Risk ____ analyzes the organization's assets, threats, and vulnerabilities. A) assessment B) management C) identification D) control

Risk ____ develops safeguards that reduce risks and their impact. A) assessment B) management C) identification D) control

Risk ____ measures risk likelihood and impact. A) assessment B) management C) identification D) control

A ____ is an internal or external entity that could endanger an asset. A) menace B) strike C) malware D) threat

____ means that in risk control, nothing is done. A) Acceptance B) Avoidance C) Mitigation D) Transference

____ shifts the risk to another asset or party, such as an insurance company, in risk control. A) Acceptance B) Avoidance C) Mitigation D) Transference

Preset ____ determine whether a firewall will allow network traffic to pass. A) adaptations B) rules C) port scans D) super-users

A(n) ____ is an unauthorized attempt to increase permission levels. A) privilege escalation attack B) denial-of-service attack C) Trojan horse D) identity management invasion

A main objective of a help desk is to ____. A) show people how to use system resources more effectively B) provide answers to technical or operational questions C) make users more productive by teaching them how to meet their own information needs D) choose the appropriate risk control strategy for the firm

Possible disadvantages of rotating IT staff from maintenance to new systems groups include ____. A) analysts learn only one skill and the organization is less versatile B) overhead costs increase when people move from one job to another C) systems analysts have less opportunity to become skilled at any one job D) some analysts must spend a substantial amount of time in a job that is less desirable to them personally

Response time is affected by the____. A) system design B) capabilities C) system vulnerabilities D) processing methods

When planning capacity, detailed information is needed about ____. A) the number of transactions and the number of queries B) the number of threats and critical risks posed to a system C) the number, type, and size of all generated reports D) the daily, weekly, or monthly transaction patterns

Indications that a system has reached the end of its economically useful life include ____. A) adaptive and corrective maintenance is increasing rapidly B) operational costs and execution times are decreasing rapidly C) maintenance changes or additions are difficult and expensive to perform D) users request significant new features to support business requirements

Both adaptive and perfective maintenance activities decrease in a dynamic business environment. _________________________

Adaptive maintenance requests for major errors receive a high priority and a maintenance team begins work on the problem immediately. _________________________

Using a release methodology increases the documentation burden. _________________________

Attacks are hostile acts that target the system, or the company itself. _________________________

When network traffic is encrypted, it is invisible and its content and purpose are masked. _________________________

Successful, robust systems often need the most support because users want to learn the features, try all the capabilities, and discover how the system can help them perform their business functions.

The systems support and security phase begins when a system becomes operational and continues until the system reaches the end of its useful life.

The main objective of user training is to show users how to become help desk staff members.

In addition to functioning as a valuable link between IT staff and users, a help desk is a central contact point for all IT maintenance activities.

The systems support and security phase is an important component of TCO (total cost of ownership) because ongoing maintenance expenses can determine the economic life of a system.

The procedure for minor adaptive maintenance is similar to routine corrective maintenance.

Although the procedures for corrective maintenance and adaptive maintenance are alike, minor corrective maintenance requires more IT department resources than minor adaptive maintenance.

Adaptive maintenance always is less difficult than new systems development because the enhancements need not work within the constraints of an existing system.

Requests for corrective and adaptive maintenance normally come from the IT department, while users usually initiate perfective maintenance.

Perfective maintenance can improve system reliability.

Companies with limited resources always consider new systems development, adaptive maintenance, and corrective maintenance less important than perfective maintenance.

One technique that can be used in perfective maintenance is software reengineering.

When analysts learn different skills, the organization is more versatile and people can shift to meeting changing business needs.

Newly hired and recently promoted IT staff members often are assigned to maintenance projects because their managers believe that maintenance work offers a valuable learning experience.

IT staff members usually initiate requests for perfective and preventive maintenance.

If a maintenance request involves a severe problem, a system administrator either accepts or rejects the request or postpones action pending further study.

When corrective action cannot occur immediately, users appreciate feedback from the system administrator and should be kept informed of any decisions or actions that affect their maintenance requests.

In many companies, the systems review committee separates maintenance requests from new systems development requests when evaluating requests and setting priorities.

As enterprise-wide information systems grow more complex, configuration management becomes less and less useful.

With a release methodology, even when changes would improve system efficiency or user productivity, the potential savings must wait until the next release date, which might increase operational costs.

Bandwidth requirements are expressed in bytes per minute.

As the first step in capacity planning, analysts develop a current model based on the system's present workload and performance specifications.

In a PKE environment, each user on the network has a pair of keys: a public key and a private key.

Application security requires an understanding of services, hardening, application permissions, input validation techniques, software patches and updates, and software logs.

Retention periods can be a specific number of months or years, depending on legal requirements and company policy.

-As shown in the accompanying figure, ____________________ maintenance is a type of maintenance performed to fix errors.

-As shown in the accompanying figure, ____________________ maintenance is a type of maintenance that adds new capability and enhancements.

-As shown in the accompanying figure, ____________________ maintenance is a type of maintenance that improves efficiency.

A(n) ____________________ is a new feature or capability added to an operational system that makes the system easier to use.

Using software ____________________ techniques, an analyst can analyze a system's quality or performance.

When a(n) ____________________ is used, all noncritical changes to a system are held until they can be implemented at the same time.

When a maintenance release methodology is used, each change is documented and installed as a new version of the system called a(n) ____________________.

Commercial software suppliers provide maintenance releases, often called ____________________.

____________________ is the process of tracking system releases.

____________________ is the overall time between a request for system activity and the delivery of the response.

____________________ measures actual system performance under specific circumstances and is affected by network loads and hardware efficiency.

____________________ time, which applies to centralized batch processing operations, measures the time between submitting a request for information and the fulfillment of the request.

To enhance security, many companies are installing ____________________ scanning systems, which map an individual's facial features, fingerprints, handprint, or eye characteristics.

The use of a(n) ____________________ password requires that the password be entered before the computer can be started.

A(n) ____________________ is defined as two or more devices that are connected for the purpose of sending, receiving, and sharing data.

To provide security for network traffic, data can be ____________________, which refers to a process of encoding the data so it cannot be accessed without authorization.

The most recent wireless security enhancement, ____________________, further strengthens the level of wireless protection.

____________________ refers to the practice of storing backup media away from the main business location, in order to mitigate the risk of a catastrophic disaster such as a flood, fire, or earthquake.

A(n) ____________________ is a separate IT location, which might be in another state or even another country, that can support critical business systems in the event of a power outage, system crash, or physical catastrophe.

____________________ means that in normal operating conditions, any transaction that occurs on the primary system must automatically propagate to the hot site.

MATCHING Identify the letter of the choice that best matches the phrase or definition. a.private key encryption b.PKE c.CIA d.threat e.mitigation f.transference g.attack h.security i.CM j.software reengineering -An asymmetric kind of encryption.

MATCHING Identify the letter of the choice that best matches the phrase or definition. a.private key encryption b.PKE c.CIA d.threat e.mitigation f.transference g.attack h.security i.CM j.software reengineering -In risk control, this shifts the risk to another asset or party.

MATCHING Identify the letter of the choice that best matches the phrase or definition. a.private key encryption b.PKE c.CIA d.threat e.mitigation f.transference g.attack h.security i.CM j.software reengineering -A hostile act that targets the system or the company itself.

MATCHING Identify the letter of the choice that best matches the phrase or definition. a.private key encryption b.PKE c.CIA d.threat e.mitigation f.transference g.attack h.security i.CM j.software reengineering -Protects the system and keeps it safe, free from danger, and reliable.

MATCHING Identify the letter of the choice that best matches the phrase or definition. a.private key encryption b.PKE c.CIA d.threat e.mitigation f.transference g.attack h.security i.CM j.software reengineering -Triangle that shows the three main elements of system security.

MATCHING Identify the letter of the choice that best matches the phrase or definition. a.private key encryption b.PKE c.CIA d.threat e.mitigation f.transference g.attack h.security i.CM j.software reengineering -In risk control, this reduces the impact of a risk by careful planning and preparation.

MATCHING Identify the letter of the choice that best matches the phrase or definition. a.private key encryption b.PKE c.CIA d.threat e.mitigation f.transference g.attack h.security i.CM j.software reengineering -Uses a single key to encrypt and decrypt information.

MATCHING Identify the letter of the choice that best matches the phrase or definition. a.private key encryption b.PKE c.CIA d.threat e.mitigation f.transference g.attack h.security i.CM j.software reengineering -Uses analytical techniques to identify potential quality and performance improvements in an information system.

MATCHING Identify the letter of the choice that best matches the phrase or definition. a.private key encryption b.PKE c.CIA d.threat e.mitigation f.transference g.attack h.security i.CM j.software reengineering -An internal or external entity that could endanger an asset.

MATCHING Identify the letter of the choice that best matches the phrase or definition. a.private key encryption b.PKE c.CIA d.threat e.mitigation f.transference g.attack h.security i.CM j.software reengineering -A process for controlling changes in system requirements during software development.

List at least eight different tasks a help desk staff member might have to perform during a typical day.

Explain configuration management in depth.

What is capacity planning? Include an explanation of what-if analysis in your answer.

One of his firm's clients details an incident in which a hacker - a former employee - stole trade secrets from the client and threatened to release them to the competition if he was not paid. In which of the following categories does Jamal place this incident? A) vandalism B) trespass and espionage C) extortion D) software attack

Another of Jamal's clients has software that is so outdated that it has become increasingly vulnerable to attack. How does Jamal categorize this threat? A) human error B) technical obsolescence C) service failure D) espionage

One of Jamal's clients reports that the traffic on their network is being intercepted and scanned for valuable information. How does Jamal categorize this incident? A) spoofing B) man in the middle C) dumpster diving D) sniffing

Another of Jamal's clients describes a situation in which a caller to their help desk pretended to be a legitimate user and requested that his password to his company account be changed. How does Jamal categorize this incident? A) social engineering B) man in the middle C) spoofing D) privilege escalation