Information-Technology-Management Exam Dumps - WGU Courses and Certificates Questions and Answers

Understanding DevOps:

DevOps is an approach to software development and IT infrastructure that emphasizes collaboration between development and operations teams.

The key goal is to automate processes, streamline workflows, and deploy high-quality code faster.

Key Features of DevOps:

Continuous integration and continuous delivery (CI/CD) to automate code testing and deployment.

Emphasis on collaboration and automation to minimize manual interventions and reduce errors.

Why Other Options Are Incorrect:

Option A (Theory of reciprocity): Not relevant to IT development or infrastructure.

Option C (Business architecture): Focuses on organizational structure and strategy, not code automation.

Option D (Bimodal IT): Balances traditional IT with agile IT but does not focus explicitly on automation or quality code delivery.

ITIL provides a structured framework and guidance for organizations to manage IT services effectively. It outlines best practices, processes, and operational considerations for delivering IT services in alignment with business needs. ITIL is not about enforcing control, compliance, or ethics oversight—it focuses on service management practices that ensure consistent quality and continual improvement.

Option A: Incorrect, ITIL does not enforce controls but provides guidance.

Option C: Incorrect, ITIL focuses on internal IT service alignment with business goals, not primarily compliance.

Option D: Incorrect, ITIL is not centered on ethical oversight but on operational best practices.

Thus, the correct answer is provision of structured guidance for operational considerations.

Comprehensive and Detailed Explanation From Exact Extract:

IT transparency is a core ethical principle in information management because it ensures that stakeholders clearly understand how information systems handle their data. Ethical IT practice requires organizations to be open about:

What data is collected (type and scope of information gathered from users, employees, or customers).

How that data is used (business purposes, analytics, decision-making, personalization, monitoring, etc.).

How that data is stored, protected, and shared (security controls, access policies, third-party sharing, retention and disposal practices).

By clearly explaining these aspects, IT transparency:

Builds trust between the organization and its stakeholders.

Supports informed consent, where users understand and agree to how their data is handled.

Aligns with legal and regulatory requirements related to privacy and data protection.

Reduces ethical risks related to misuse, hidden data collection, or undisclosed surveillance.

Why the other options are incorrect:

B. It supports internal communication to promote collaboration.While internal communication and collaboration are important, they are management and teamwork concepts, not the specific ethical function of IT transparency.

C. It shares timelines, protocols, and decisions to inform teams.This describes project or operational transparency within teams, not the ethical responsibility to explain how data is collected and used.

D. It emphasizes strategic goals to strengthen leadership.Emphasizing strategic goals relates to organizational leadership and planning, not directly to ethical IT transparency about data handling.

The ethical role of IT transparency is therefore best captured by Option A, which directly relates to explaining data collection, usage, and protection, a key expectation in responsible and ethical IT management.

Design Phase in SDLC:

During the design phase, detailed descriptions of system features and operations are developed. This includes creating architectural diagrams, prototypes, and technical specifications.

Key Activities in the Design Phase:

Translating business requirements into technical blueprints.

Defining user interfaces, workflows, data structures, and system behavior.

Incorrect Options Analysis:

B. High-level strategy and goals: Refers to the planning phase.

C. Requirements identification: Part of the analysis phase.

D. Refining project goals: Occurs during analysis, not design.

References and Documents of Information Technology Management:

"System Design Practices in SDLC" (TechRepublic).

ITIL Technical Design Framework (Axelos).

Comprehensive and Detailed Explanation From Exact Extract:

In system development, a storyboard is a visual tool used to map the user’s journey with a system. It presents a sequence of screens, steps, or interactions that a user experiences while performing tasks. Storyboards help:

Visualize how users will navigate through the system

Communicate the flow of interactions to stakeholders and developers

Clarify requirements related to user experience and interface behavior

Identify potential usability issues early, before detailed design or coding

By walking through the user’s journey in a visual, step-by-step format, storyboards support better understanding and communication of how the system should support user tasks.

Option B (To create an interactive model of a system) is more accurately describing a prototype or simulation, not a storyboard.

Option C (To conduct detailed user testing sessions) refers to usability testing, which may use storyboards as input but is not the purpose of the storyboard itself.

Option D (To write code for a new software feature) is a development activity and unrelated to what storyboards are used for.

Thus, the purpose of a storyboard in system development is to map the user’s journey with a system.

Project communication management ensures that the right information is delivered to the right stakeholders at the right time. It defines how information flows within a project, supporting collaboration, decision-making, and stakeholder engagement.

Option A: Quality standards are part of quality management, not communication.

Option C: Risk management addresses communication risks, but communication management’s purpose is broader.

Option D: Responsibility documentation belongs to resource or responsibility assignment matrices, not communication.

Thus, the purpose is to ensure the right people receive the right information.

Comprehensive and Detailed Explanation From Exact Extract:

Scope creep occurs when additional work, features, or requirements are added to a project without proper evaluation, approval, or changes to time, cost, or resources. The most effective way to prevent scope creep is to define the scope clearly in the project plan and use that definition as a scope baseline to control changes.

A clear scope in the project plan includes:

A project scope statement that describes what is included and what is excluded.

A work breakdown structure (WBS) that decomposes work into defined deliverables.

A scope baseline against which all change requests are evaluated.

A formal change control process to review, approve, or reject scope changes.

Why the other options are incorrect:

B. Adding extra features to improve satisfaction – Adding features without proper approval is a direct cause of scope creep.

C. Allowing minor scope changes without review – Even small changes, if unmanaged, accumulate and change the project’s scope, cost, and timeline.

D. Including new scope requests during the project – New scope may be appropriate, but only after formal review and approval, not automatically.

Therefore, defining the scope clearly in the project plan (and managing against it) is the method that helps prevent scope creep, making A the correct answer.

Comprehensive and Detailed Explanation From Exact Extract:

System testing is a phase in the SDLC where the entire integrated system is tested as a whole to ensure it behaves as specified. The primary purpose of system testing is to verify that the complete system meets the defined functional and non-functional requirements (such as performance, reliability, and security) documented earlier in the lifecycle.

Unlike unit testing, which focuses on individual components, or integration testing, which focuses on interactions between components, system testing validates the end-to-end behavior of the solution from the perspective of overall requirements.

Option A (To review the individual components of the system) describes unit testing, not system testing.

Option B (To gather the system’s user requirements) is an activity of the requirements analysis phase, which occurs before design and development.

Option C (To design the software architecture) corresponds to the design phase, not the testing phase.

Thus, the purpose of system testing is to verify the system meets specific requirements, making D the correct answer.

Definition of ERP Systems:

ERP integrates core business processes across various departments, such as finance, HR, procurement, and production.

It creates a centralized communication platform for cross-departmental collaboration and seamless data sharing.

Purpose of ERP:

Ensures real-time data visibility across the organization.

Promotes collaboration by eliminating data silos and enabling efficient workflows.

Incorrect Options Analysis:

B. Supply Chain Management (SCM): Focuses on logistics and supply chain optimization, not general collaboration.

C. Customer Relationship Management (CRM): Concentrates on customer interactions.

D. Electronic Data Interchange (EDI): Facilitates data sharing with external partners, not internal collaboration.

References and Documents of Information Technology Management:

"ERP Integration Best Practices" (Gartner).

ITIL Service Design: ERP Modules Overview (Axelos).

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.