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Professional Issues in IT

24 November 2015

Marking Scheme
This marking scheme has been prepared as a guide only to markers. This is not a set of
model answers, or the exclusive answers to the questions, and there will frequently be
alternative responses which will provide a valid answer. Markers are advised that, unless a
question specifies that an answer be provided in a particular form, then an answer that is
correct (factually or in practical terms) must be given the available marks.

If there is doubt as to the correctness of an answer, the relevant NCC Education materials
should be the first authority.

Throughout the marking, please credit any valid alternative point.

Where markers award half marks in any part of a question, they should ensure that
the total mark recorded for the question is rounded up to a whole mark.
Answer ALL questions

Marks
Question 1

Oxford Organic produces homemade, organic haircare products. The company sells
its products through small shops and markets but now wants to develop an online
web store. Oxford Organic requires an online registration and payments system and
web pages that show photographs of its products. The web pages will also contain
videos that show the products being made in a domestic kitchen.

Oxford Organic would like you to film and edit the videos. As a developer, you mainly
have experience of developing static websites and have no experience of online
payment systems or video production.

a) State THREE (3) advantages of accepting the contract. 3

Award 1 mark for each bullet point up to a maximum of 3 marks:

Opportunity to gain experience in new areas


Opportunity to enhance reputation
Opportunity to increase stakeholder confidence
Opportunity to attract new clients
Opportunity for increased profits

b) Suggest TWO (2) disadvantages of accepting the contract. 2

Award 1 mark for each bullet point up to a maximum of 2 marks:

Possibility of being unable to provide professional quality videos,


leading to reputational damage.
Possibility of being unable to provide the required secure payment
system, leading reputational damage.
Risk of legal repercussions if project is not successful.

Question 1 continues on next page

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Professional Issues in IT NCC Education Limited 2015
c) After starting work on the website, a member of the Campaign for Safe 5
Cosmetics contacts you. They tell you that Oxford Organic has lied about its
products the products are actually made in a factory using non-organic
ingredients.

The person has sent you photographs of the factory and invoices for non-organic
ingredients sent to Oxford Organic as proof. This person wishes to remain
anonymous and has not given you permission to mention them to Oxford
Organic.

Briefly describe THREE (3) ethical and legal issues brought about by this new
information and make a recommendation as to how to proceed with the project
given this information.

The maximum number of marks awarded to this project is 5. Award 1 mark


for each bullet point up to a maximum of 3 marks:

Unethical and possibly illegal for Oxford Organic to portray their


products as being organic and homemade when they are not.
Unethical for the developer to use videos on the website if they are
not accurate depictions of the production process.
Unethical to tell Oxford Organic the source of your suspicions since
they have asked to remain anonymous: you will therefore have to do
some of your own investigation in order to broach the topic.

Award 1 mark for each bullet point up to a maximum of 2 marks:

Proceed by approaching Oxford Organic seeking evidence that their


products are homemade and use only organic ingredients.
Agree to continue with the project if they can show you invoices,
order records and stock which shows that the beauty products are
as described and videoed.
Refuse to continue with the project if they cannot provide evidence
of their claims, or you identify there is clear deception occurring.

Total: 10 Marks

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Marks
Question 2

a) Explain what is meant by the term ergonomics. 2

Award 1 mark for each bullet point up to a maximum of 2 marks:

Ergonomics is a scientific approach to how people and their work fit


together
Ergonomics considers physical and psychological aspects of a
person in order to identify how best to fulfil their work environment
requirements

b) Provide THREE (3) examples of how poor ergonomics can lead to staff 3
absenteeism.

Award 1 mark for each bullet point up to a maximum of 3 marks:

Poor screen positioning could lead to employee eyesight issues.


This could result in absences due to headaches or other health
issues
Incorrect mouse placement could potentially result in repetitive
strain injury
Ill-fitting chairs resulting in poor posture which could lead to
absences due to back pain or other muscular issues.

c) Briefly explain FIVE (5) ways in which risks associated with Display Screen 5
Equipment can be reduced.

Award 1 mark for each bullet point up to a maximum of 5 marks:

Analyse the working environment to identify risks and reduce or


remove them.
Ensure the work environment meets or exceeds minimum legal
requirements.
Encourage staff to take regular breaks from using display screen
equipment (e.g. 10 minutes every hour)
Provide free eyesight tests for employees to catch any problems
early.
Provide training on how to use the equipment correctly and minimise
risks of using it.

Total: 10 Marks

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Marks
Question 3

a) Change Management is an important part of successful project management. 2


State TWO (2) goals of Change Management.

Award 1 mark for each bullet point up to a maximum of 2 marks:

To minimise the impact of any change on a project


To manage client expectations throughout a project.

b) Outline SIX (6) steps involved in implementing the process of Change 6


Management.

Award 1 mark for each bullet point up to a maximum of 6 marks:

Identify change required


Measure potential effect(s) of change
Control the process of implementing the change
Record change details
Manage any impact of the change
Review the decision

c) Not all projects are successful. Suggest TWO (2) factors relating to stakeholder 2
management that might contribute to project failure.

Award 1 mark for each bullet point up to a maximum of 2 marks:

Poor change management


Poor communication between stakeholders
Inability to manage client expectations

Total: 10 Marks

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Marks
Question 4

Established in 2009, Perfect Pictures provide a printing and framing service for
photographers. The company was started with just one person. He operated the
printers, framed the prints, packed the orders and arranged for courier collection.
Customers would phone up to open or cancel orders. Monthly invoices were typed up
in Word and posted to the client.

However, this process is no longer adequate as the company has rapidly expanded.
It now has 15 employees and over 1000 customers. Recently, the company has been
getting customers orders wrong and missing delivery deadlines.

The company does not have a computerised database and it has decided to upgrade
its technology in order to more effectively manage employees and customer orders.
To save money, the company has decided to develop the new system(s) in house,
with no external consultancy.

a) Briefly explain FIVE (5) risks that Perfect Pictures will face with such a project. 5

Award 1 mark for each bullet point up to a maximum of 5 marks:

Lack of expertise: they specialise in printing, not software


Management not having realistic expectations: they dont have
experience of software projects so dont know how much time it
takes or what it is likely to cost to develop the software they need
Perfect Pictures not fully understanding what they require from the
project: they dont have the experience to know, whereas a specialist
developer might be able to make suitable suggestions
Unrealistic timescales due to underestimating the time and effort
required due to lack of experience with similar projects
High chance of failure of a necessary project, due to lack of
experience of the development team

b) You have been asked to identify risks based on limited information. Identify FIVE 5
(5) types of missing information that would enable you to create a more in-depth
and accurate risk list for the project.

Award 1 mark for each bullet point up to a maximum of 5 marks:

Details about clients of Perfect Pictures


Details about the services provided by Perfect Pictures
Details regarding the current staff of Perfect Pictures and their
skillsets
Details regarding the budget available for the project
Details regarding the planned project approach (e.g. off-the-shelf or
bespoke software)
More specific details regarding how staff are employed and paid

Total: 10 Marks

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Marks
Question 5

a) State FOUR (4) activities carried out during the IBM Software Development 4
Phase 0: Prepare for Deployment.

Award 1 mark for each bullet point up to a maximum of 4 marks:

Create software deployment team


Review documents
Develop high level deployment plan
Establish deployment partnership

b) Briefly explain the IBM Deployment best practice principle: Identify and sponsor 4
stakeholders. You should also provide TWO (2) advantages of following this
principle.

Award up to 2 marks for the explanation:

It acknowledges that deployment ownership can involve people at many


levels of an organisation (1 mark) and it is important that these people are
identified and given representation (1 mark).

Award 1 mark for each bullet point up to a maximum of 2 marks:

Alignment of business with software


Establishing ownership/ responsibility for software value
Progress tracking
Resource coordination

c) Suggest TWO (2) advantages of using an established deployment methodology 2


such as the IBM Software Deployment Method.

Award 1 mark for each bullet point up to a maximum of 2 marks:

Proven success of standard model


Saves reinventing the wheel why create bespoke protocols when
existing, tried and tested ones can be used.
Provides a suitable benchmark

Total: 10 Marks

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Marks
Question 6

a) Briefly explain what is meant by the Program approach to IT Project 1


Management
The Program IT Project Management strategy involves managing similar
projects together

b) State TWO (2) advantages and TWO (2) disadvantages of the Program 4
approach to IT Project.

Award 1 mark for each advantage up to a maximum of 2 marks:

Reduces the risk of overlap between projects


Reduces the risk of multiple projects producing the same outcome
More efficient

Award 1 mark for each disadvantage up to a maximum of 2 marks:

Greater level of bureaucracy additional management layer required


Increased liaison required may slow down progress compared to
individual management

c) Briefly explain what is meant by the Individual approach to IT Project 1


Management
Projects are managed individually rather than grouping similar projects
together

d) State TWO (2) advantages and TWO (2) disadvantages of the Individual 4
approach to IT Project.

Award 1 mark for each advantage up to a maximum of 2 marks:

Less liaison required between project groups


Often results in quicker completion of projects than program
management

Award 1 mark for each disadvantage up to a maximum of 2 marks:

Less opportunity to gain knowledge from other subject related


projects
May be harder to measure deliverables and progress than with
program management

Total: 10 Marks

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Marks
Question 7

a) Discuss the purpose of IT Service Management (ITSM) and provide TWO (2) 5
possible outcomes of good IT Service Management.

Award 1 mark for each bullet point up to a maximum of 3 marks:

Purpose:
ITSM should be customer focused
ITSM should focus on aligning the strategic needs of the
organisation with the delivery of IT services
ITSM should be a continuous process based on the collection and
interpretation of relevant quality measures.

Award 1 mark for each bullet point up to a maximum of 2 marks:

Possible outcomes of good ITSM:


Business process improvements from the identification of problem
processes and focus on improving them
Expectation management based on identifying likely problem areas
and being able to forewarn clients
Results deliver as ITSM leads to spotting areas for potential
improvement

b) IT Service Management (ITSM) is often outsourced. State TWO (2) advantages 5


and THREE (3) disadvantages with outsourcing ITSM.

Award 1 mark for each bullet point up to a maximum of 2 marks:

Potential benefits:
Outsourcing can lower the costs of ITSM
Outsourcing ITSM means the organisation can refocus on working to
their core strengths/ key strategic growth areas
Outsourcing ITSM can result in offering clients a better service

Award 1 mark for each bullet point up to a maximum of 3 marks:

Potential problems:
Uncertain level of quality: you dont know if the external provider can
fulfil your organisations quality requirements which is a risk
Negative perception of outsourcing by client
Data security issues: requires giving access to client software and
data to an external organisation
Potential for different Intellectual Property rights, data security laws
etc. if the ITSM is outsourced to an overseas company

Total: 10 Marks

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Marks
Question 8

It is impossible to eliminate all risks. Every project manager therefore has to decide
their risk tolerance.

a) Describe the following risk tolerance strategies:


i) Risk averse 2
The organisation/ project manager is unwilling to take risks or is
uncomfortable taking risks (1 mark). The organisation/ project manager
prefers being cautious/ playing safe and gives more weight to
possible risks than potential upside of taking risks (1 mark)

ii) Risk neutral 2


The organisation Project manager is prepared to take some risks (1
mark) but only if the risk/ reward is balanced (1 mark).

iii) Risk seeking 2


The organisation/ project manager has a high tolerance for risk (1
mark). The organisation/ project manager finds greater satisfaction
taking big risks for potentially big payoffs rather than being more
balanced or cautious (1 mark)

b) Below is a table that contains information about three identified risks. Using this 4
information, complete a Risk Assessment Map:

Risk Occurrence % Impact %


1. Unrealistic initial 30% 20%
customer requirements
2. Insufficient budget for 35% 75%
project
3. Staff illness 5% 35%

The maximum number of marks awarded to this question is 4. Award 1


mark for setting out the mark correctly. Award 1 mark for each risk placed
in the correct segment up to a maximum of 3 marks:

2 3
Large
Potential Scale of Impact

1
Modera
te
Small

High Medium Low


Likelihood of occurrence

Total: 10 Marks

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Marks
Question 9

a) CISQ stands for the Consortium of IT Software Quality. State FOUR (4) aims that 4
are associated with CISQ.

Award 1 mark for each bullet point up to a maximum of 4 marks:

To provide industry and government advice


To provide education on software quality
To define quality measurement methods and processes
To create industry accreditation

b) Software quality is measured by a range of factors, and it is impossible to


optimise all of these. There is necessary trade-off between quality factors. Briefly
discuss the trade-offs between the following pairs of quality measures:
i) Functionality vs Usability 2

Award 1 mark for each bullet point up to a maximum of 2 marks:

Simple applications can be made very easy to use


Generally, the more powerful an application becomes, the more
training is required to use it.
ii) Efficiency vs Portability 2

Award 1 mark for each bullet point up to a maximum of 2 marks:

It is possible to make an application very efficient by writing it to


make best use of the particular hardware architecture of the
computer it is being written to run on, or to make efficient use of
the OS it is to run on.
Optimising the code for efficiency makes it much harder or
impossible to port to another hardware platform.
iii) Cost vs Reusability 2

Award 1 mark for each bullet point up to a maximum of 2 marks:

It takes time and effort to design a system which is reusable.


The increased time will increase costs.

Total: 10 Marks

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Marks
Question 10

a) Explain what is meant by the Information Technology Infrastructure Library (ITIL) 3


Release Management Strategy.
Award 1 mark for each bullet point up to a maximum of 3 marks:

ITIL Release Management Strategy assists in protecting an


organisations live environment during release
It does this through a series of software support tools
It is a set of best practices
It is usually only adopted for major changes

b) State FOUR (4) advantages of the Information Technology Infrastructure Library 4


(ITIL) Release Management Strategy.

Award 1 mark for each bullet point up to a maximum of 4 marks:

Benefits:
Controls software release
Improves software success rates
Provides release process consistency
Improves live environment stability
Reduces error rates

c) One release strategy is Parallel installation. Describe the process of Parallel 3


installation and state TWO (2) advantages of this strategy.

Award 1 mark for a description:


The new system runs side-by-side with the old system

Award 1 mark for each advantage up to a maximum of 2 marks:

Advantages:
Errors and issues can be identified whilst the stable old system is
still running
Minimises the impact of any errors in the new system

Total: 10 Marks

End of Examination Paper

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Learning Outcomes matrix

Question Learning Outcomes Marker can differentiate


assessed between varying levels of
achievement
1 1 Yes
2 1 Yes
3 2 Yes
4 4 Yes
5 3 Yes
6 2 Yes
7 5 Yes
8 4 Yes
9 6 Yes
10 3 Yes

Grade descriptors

Learning Outcome Pass Merit Distinction


Understand the social, Demonstrate Demonstrate robust Demonstrate highly
ethical and adequate level of level of comprehensive level
professional issues understanding understanding of understanding
essential to the IT
profession
Understand a project Demonstrate Demonstrate robust Demonstrate highly
management life cycle adequate level of level of comprehensive level
and associated understanding understanding of understanding
techniques
Understand how to Demonstrate Demonstrate sound Demonstrate highly
deploy a software adequate and appropriate effective deployment
application deployment of an deployment of an of an application
application application
Understand risks and Demonstrate Demonstrate robust Demonstrate highly
the management of adequate level of level of comprehensive level
them in software understanding understanding of understanding
projects
Understand the Demonstrate Demonstrate robust Demonstrate highly
principles and adequate level of level of comprehensive level
techniques of IT understanding understanding of understanding
service management
Be able to design Demonstrate ability Demonstrate ability Demonstrate ability
software quality to perform the task to perform the task to perform the task to
policies and consistently well the highest standard
procedures

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