COMS 4053

Target found out a teenager was pregnant by (1) ______ and revealed that fact to her dad by (2) ______.

(1) Her purchases of unscented soap, cotton balls, and vitamins; (2) mailing her some ads for diapers and maternity clothes.

According to the research by Peter Weill, a firm that boosts investments in infrastructure is typical of those firms with a focus on (1) ________ and a firm that boosts investments in transaction systems is typical of those firms with a focus on (2) ________.

(1) agility; (2) cost

An "evil twin" in the context of computer security is:

A counterfeit wifi connection in a hotel or coffee shop that appears to be genuine

Quantify breaches that are caused by stealing a password.

A very high percentage (around 80%)

The question "What information does a person or an organization have a right or a privilege to obtain?" is part of this ethical issue.

Accessibility

Today's managers must ensure that information about their employees and customers is only available to those who have a right to see it and use it, an issue referred to as:

Accessibility

A matrix organization:

All of the above

An Internet web site that wishes to abide by fair privacy practices will do all of the following EXCEPT:

All of the above

IT organizations will outsource which one of the following IT activities?

All of the above

Which of the following is the way personalization of real-time data streams is accomplished?

All of the above

Which of the following should a manager expect from the IS organization?

All of the above

Building a business case for an IT investment:

All of the above.

Which of the following makes countries attractive for offshoring?

All of the above.

Joe works for a company where the IT department charges him for the number of CRM login accounts that are in his department. What type of IT funding model is his company deploying?

Allocation

All of the following are classic signs of a phishing message EXCEPT:

An emailed ad that oddly does not provide any active links.

In which of the following technologies can tacit knowledge be stored?

Artificial Intelligence (AI)

A firm releases a new technology only to have a competitor implement a similar technology with more features and value to the consumer. This would be which type of risk?

Awakening a sleeping giant

All of the following are frameworks for implementing Sarbanes-Oxley compliance EXCEPT:

BCP

Kellwood, the American apparel maker, decided to consolidate and bring IT operations back in-house in order to reduce costs. Kellwood chose which of the following strategies?

Backsource

What is it called when a company brings IS capabilities that were previously outsourced back inhouse?

Backsourcing

Which is not a competitive force:

Bargaining power of competitors

A company that is in a market with few buying options for the consumer is enjoying a high amount of which one of Porter's Five Competitive Forces?

Bargaining power of suppliers

Which of the following is used to describe the techniques and technology that make it possible to deal with very large volumes of information that are created and stored for analysis.

Big data

Zara strategically uses information technologies to do all of the following EXCEPT:

Build silos of responsibilities with limited interaction between store managers, designers and market specialists

Which of the following plans is designed to counter a manmade or natural disaster that could cripple an enterprise?

Business Continuity Plan

Enterprise Rent-A-Car was able to model and better understand how service requests were handled and then optimize the process, greatly benefiting the customer experience. Enterprise achieved this benefit using which tool?

Business Process Management (BPM)

______ is (are) an all-encompassing tool used for modeling, building, executing, and monitoring business processes that go across organizational boundaries (and often systems).

Business Process Management systems

If an organization was going to make substantial changes to its customer service department it would use this type of transformation tool.

Business Process Reengineering (BPE)

The Information Systems Strategy Triangle consists of three strategies. Which strategy focuses on where the organization seeks to go and how it expects to get there?

Business Strategy

Who is responsible for decisions about security strategy?

Business leaders

The archetype that is represented by a group of business executives that might or might not include the CIO is:

Business monarchy

The general manager for a retail clothing outlet recently was cited as saying, "IT is the cornerstone of our company. All of our decisions are based on the sophisticated systems that we have deployed throughout our organization. IT drives our decisions". What position should the manager hold regarding IT and its influence on decision making?

Business strategy should drive IS decision making

The IT Governance Council report directly to the board of directors or the ________ .

CEO

Information privacy guidelines should come from what level in a company:

CEO and top-level executives

In the early days of IT, the CIO would report to the ________ as IT was seen as a way to control costs. As technology has become more strategic and able to deliver a competitive advantage, CIOs now report directly to the ________.

CFO; CEO

Which of the following is an IT governance for ensuring that IT provides the systematic rigor needed for the strong internal controls and SoX compliance?

COBIT

In 2014, Cambridge Analytica scraped preferences, locations, and friends of 50 million Facebook users, meaning it:

Captured from screen displays.

In which type of organization management does IT control most of its IT infrastructure in one location?

Centralized IS organization

Which method of IT funding is the most equitable, as the costs associated with IT are based on use?

Chargeback

Denise works for a company where the IT department charges her department for actual usage of a SharePoint server, determining how often users log in and how much storage space her department consumes. What type of IT funding model is the company deploying?

Chargeback method

All of the following are new roles found in an IT organization today EXCEPT:

Chief administrative assistant

iCloud is an example of:

Cloud computing

Partnering with a competitor is becoming more and more common in today's integrated, technology-based environment. This type of collaboration with a competitor is uniquely described as:

Co-opetition

Two automobile manufacturers are working together to develop hybrid technology. This type of relationship between the two automobile manufacturers is best described as:

Co-opetition

Which one of the following is NOT considered to be a control activity of management?

Collecting

Outsourcing decisions can be difficult and expensive to reverse because of:

Complicated infrastructure and staffing considerations.

Which of the following best describes cloud computing?

Computing services that can be accessed on demand across the Internet.

In today's digital word, individuals can control their privacy through choice, ___, and correction.

Consent

All of the following are mechanisms that can be created to ensure good IT governance EXCEPT:

Consultants

Which of the following is a text message that is stored on a user's computer by a Web server that helps trace the user's browsing habits?

Cookie

All of the following are examples of green computing EXCEPT:

Cookies

A company like Wal-Mart exercises this strategy to gain and hold competitive advantage?

Cost leadership

The initial reason organizations outsourced IT was:

Cost reduction

Of the following, the newest sourcing option for today's organizations is:

Crowdsourcing

An IT dashboard provides:

Current and critical measurements for the organization in an easy to read manner.

Which of the following is the process of analyzing data warehouses for "gems."

Data mining

The main types of intellectual property are all of the following EXCEPT:

Data warehouse

Which of the following are collections of data designed to support management decision making, and sometimes serve as repositories of organizational knowledge?

Data warehouses

________ organizations scatter IT components in different locations to address local business needs.

Decentralized

What indicates who in the organization has the responsibility to initiate, supply information for, approve, implement, and control various types of decisions?

Decision Rights

The concept of having multiple layers of security policies and practices is known as:

Defense in depth

A bank provides its customers mobile applications that significantly simplify traditional banking activities. For example, a customer can use a smartphone to take a picture of a check and electronically deposit into an account. This unique service demonstrates the bank's desire to practice which one of Porter's strategies?

Differentiation

A company that sold unique high-priced furniture would practice which one of Porter's strategies?

Differentiation

When an organization qualifies its product or service in a way that allows it to appear unique in the marketplace, this is called:

Differentiation

These are comprehensive software packages that incorporate all modules needed to run the operations of a business. They should include the following modules: Manufacturing, Accounting, Human resources and Sales.

ERP systems

All of the following are characteristics of an ERP system EXCEPT:

ERP systems work "out of the box" with little configuration requirements.

Green computing is often associated with supporting the triple bottom line, known as:

Economic, environmental, and social

The development of what technology allows for collecting and transmitting big data as well as allowing local processing to detect and solve problems on the spot?

Edge computing

Enterprise systems are useful for organizations seeking to do all of the following EXCEPT:

Encourage duplication of data

Which architecture is a complex framework the main objective of which is to map how the organization's IT supports the business processes?

Enterprise architecture

Which type of "cookies" enables a user to stay logged to a site and keeps your shopping cart intact as you click from page to page?

Essential

This company approach is one in which facts are gathered and analyzed as the first step in decision making.

Evidence-based management

Unlike other baseball teams at the time, the Oakland A's used which of the following to manage the team and carry themselves to the playoffs?

Factual data

IT organizations implement powerful information systems like ERP and SCM that provide centralized data repositories. In addition, business units have tools for their particular units that individuals can use to report on and analyze collected data. This IT governance approach is best described as:

Federalism

Most companies would like to obtain the advantages derived from both centralized and decentralized organizational paradigms. What type of IT governance model would best help them to achieve this goal?

Federalism

Which of the following is a balanced approach to managing a company's IT organization?

Federalism

The Sarbanes-Oxley Act of 2002 was primarily aimed at which functional unit of a corporation?

Finance

Which dimension of the balanced scorecard answers the question "How do we look to shareholders?

Financial perspective

Many organizations and even consumers use what to control access to a network like Internet, allowing only authorized traffic to pass?

Firewall

ACME Foods of Canton, OH is a seller of foods to the fast food restaurant business. Which one of Porter's strategies would it use to seek competitive advantage?

Focus

Which of the following is an ad hoc codification system that manages tags for annotating and categorizing content?

Folksonomy

In which business structure is the firm a hierarchy organized around a set of functions. Each group has a core competency that it concentrates upon.

Functional

In 2018, the European Union enacted what legislation to set standards for the collection, storage, and processing of personal information?

General Data Protection Regulation

Reengineering is all of the following EXCEPT:

Gradual and systematic

Which act of 1996 is designed to safeguard the electronic exchange of patient records in the health care industry?

HIPAA

This type of organizational structure is based upon the concepts of division of labor, specialization, and unity of command. Key decisions are made at the top and filter down through the organization.

Hierarchical

This type of structure is based upon the concepts of division of labor, specialization, and unity of command. Key decisions are made at the top and filter down through the organization.

Hierarchical

In which type of organizational design do middle managers do the primary information processing and communication function, telling subordinates what to do and then reporting the outcome to senior management?

Hierarchical structured

Traditional organizations have one of four types of organizational design. What are these four structure types?

Hierarchical, flat, matrix, networked

Which type of captive center performs core business processes for a parent company and outsources noncore work offshore?

Hybrid Captive

The _______________ models suggest that the speed and aggressiveness of the moves and countermoves in any given market create an environment in which advantages are "rapidly created and eroded".

Hyper-competition

The plan an organization uses to provide information systems and services:

IS Strategy

This provides a blueprint for translating business strategy into a plan for IS.

IS architecture

General managers should take an active role in decisions about information systems. This is vital because of which one of the following reasons?

IS systems are designed to support business decisions.

the decisions that determine how IT assets are structured fall into which one of the five major IT decision categories?

IT architecture

The archetype that is represented by IT executives and one other group is:

IT duopoly

The decision about approval and justification of new technologies would fall into which one of the five major IT decision categories?

IT investment and prioritization

Who is responsible for developing a cybersecurity culture?

IT leaders and business leaders share responsibility

Which IT governance archetype consists of IT individuals or groups of IT executives?

IT monarchy

Which of the following are the five functions of the NIST Cybersecurity Framework?

Identify, protect, detect, respond, recover

In the Office of Personnel Management's case, the security breach made many people vulnerable to this:

Identity theft

While information systems can be used to gain a strategic advantage, they have inherent risks. Hershey Foods, for example, crippled its Halloween sales when its complex IS system failed to support its supply and inventory needs during peak production season. This is an example of which specific IS risk?

Implementing IS poorly

To support the analytical needs of an organization, data warehouses need to be all of the following EXCEPT:

Inaccessible

Which one of the following would NOT be considered an organizational variable in organizational design?

Incentives

This framework is called the ____________________ because it relates business strategy with IS strategy and organizational strategy.

Information Systems Strategy Triangle

What term is used to describe ethical dilemmas that arise with the development and application of IT?

Information ethics

After Intel faced strong shifts in technologies, such as cloud services, social networking, mobile devices, etc., Intel realized that it needed to establish better governance, creating:

Information governance boards

The major difference between an ERP II and ERP III system is which of the following features?

Information is made immediately available to external stakeholders using social and collaborative tools.

The functions of an entire data center can be replaced by which one of the following cloud computing providers?

Infrastructure as a Service (IaaS)

Which is not a prescribed area of focus for gaining competitive advantage?

Insider Information

If a company decides to make and develop IS, they are using which type of sourcing?

Insourcing

Knowledge that has been identified, captured, and leveraged to produce higher-value goods or services or some other competitive advantage for the firm is called:

Intellectual capital

Which of the following allows individuals to own their creativity and innovation in a way similar to owning physical property?

Intellectual property

The balanced scorecard:

Is a method used to evaluate the health of an organization by looking at all value drivers such as the customers, the workforce, the financials, and business processes.

The supply chain:

Is composed of several value chains linked into a larger chain (a chain within a chain).

The most common driver for insourcing is to:

Keep core competencies in-house.

Which of the following are popular types of multifactor authentication?

Knowledge, ownership, biometric

Included in the five critical elements that are used to raise security in a firm are all of the following EXCEPT:

Law enforcement

Porter's value chain framework suggests that a competitive advantage can stem from:

Lowering costs and adding value

Which type of computer/IT architecture is limited to a central computer system?

Mainframe

________ of the 1960s dictated a centralized approach to IT governance.

Mainframes

A manager must know enough about the IT architecture and IT infrastructure so that he or she can:

Make realistic use of IT and know what to expect from IT.

In which type of organizational structure will employees report to two or more supervisors?

Matrix

Which organization structure typically assigns workers two or more supervisors in an effort to make sure multiple dimensions of the business are integrated?

Matrix

This type of organizational structure typically assigns workers with two or more supervisors in an effort to make sure multiple dimensions of the business are integrated, with each supervisor directing a different aspect of the employee's work.

Matrix structured

This risks of using information resources include all of the following EXCEPT:

Missing cooperative opportunities

A local marketing firm is considering launching a new and extensive social media marketing campaign. This investment of resources is being looked at for the duration of the project since it is anticipated to last at least 5 years. What financial calculation should be used to compute the investment's value, taking into account the time value of money?

NPV

Outsourcing to a company located in the same time zone is referred to as which type of sourcing?

Nearshoring

All of the following benefit from the network effect EXCEPT:

Network bandwidth

What type of organizations, which are comprised of formal/informal communication systems that connect all employees in the company and are known for their flexibility and adaptability?

Network structured

In which type of organizational structure is power distributed, and particularly suited for an environment that is dynamic and unstable?

Networked

What would a company need to implement if it wanted to provide an environment that is flexible and adaptable?

Networked

Which organizational structure relies on highly decentralized decision rights?

Networked

This is the physical means by which information is exchanged among hardware components?

Networking

If you receive an email that says it is from Sam Johnson, your boss, with an odd .EXE file as an attachment, it could be dangerous for all of the following reasons EXCEPT:

None of the above (indicating that all are true).

Which of the following is when an IS organization uses contractor services, or even builds its own data center, in a distant land.

Offshoring

All statements below are true about a matrix organization structure EXCEPT:

One weakness is that multiple dimensions of a business are not integrated well with a matrix organization.

Which part of the value chain includes the manufacturing of goods?

Operations

_________________________ includes the organization's design, as well as the managerial choices that define, set up, coordinate, and control its work processes.

Organizational strategy

The purchase of a good or service that was previously provided internally, or that could be provided internally, is called:

Outsourcing

It is estimated that ___% of all firms have been breached.

Over 95%

________ of the 1980s allowed computing power to spread and gave rise to a decentralized approach to IT governance.

PCs

The responsibility of the IT organization is to:

Partner with business managers to ensure the right IS exists to support the business strategy.

All of the following help to develop information networks that play an important role in an organization EXCEPT for:

Performance reviews

Which ONE of the following is NOT part of the information systems strategy matrix?

Personnel

The ____________ view considers activities that create, deliver, and support a company's product or service.

Porter value chain

Facebook has for some years offered services that many individuals have adapted to, making it difficult for them to choose another social networking site. It can be said that Facebook has protected itself well since the beginning from which competitive force?

Potential threat of new entrants

Which of the following is not an organizational structure?

Power Distant

Business strategies based on hyper-competition focus on customer satisfaction and profit maximization but also build in a component of business intelligence. Business intelligence helps an agile organization to:

Predict and respond to new opportunities

Google Flu Trends aggregates personal search data in order to estimate world-wide flu activity. Google's site has drawn criticism due to the sharing of users' online behavior without getting their consent. This, in essence, violates the user's right to:

Privacy

In business, a ___________ is defined as an interrelated set of activities and tasks that turns inputs into outputs, and includes; a beginning and an end, inputs and outputs, a set of actions, and a set of metrics for measuring effectiveness.

Process

All of the following are components of business analytics EXCEPT:

Project stakeholders

"Who owns information?" and "What are the just and fair prices for its exchange?" are part of which ethical issue?

Property

Which financial calculation provides a percentage rate that measures the relationship between the amount the business gets back from an investment and the amount invested?

ROI

When using information technologies to collect data for the purpose of monitoring workers, a manager should do all of the following EXCEPT:

Require workers to complete additional tasks.

All of the following are risks associated with IS sourcing EXCEPT:

Requiring more training of in-house staff

Which "view," applied in the area of Information Systems, helps identify two subsets of information resources: those that enable a firm to attain competitive advantage and those that enable a firm to sustain the advantage over the long-term?

Resource-Based View

Outsourcing providers have more experience dealing with a large number of IS staff and as a result, are often good at doing all of the following EXCEPT:

Retaining IT workers for short-term employment

Which one of the following risks can threaten the IS of a company in a highly regulated industry such as financial services or health care?

Running afoul of the law

This type of architecture is defined as an architecture where larger software programs are broken down into services which are then connected to each other, in a process called orchestration.

SOA

Risks associated with cloud-computing include all of the following EXCEPT:

Scalability

The architecture that the large paper company Mohawk adopted enables the company to scale technology services up and down instantaneously according to its needs. The architecture is called:

Service-oriented

Google Maps is a web mapping service that provides street maps and directions. A Google Maps component can be added to a business's web site to provide customers directions to the business location. This use of Google's service by a business is an example of ________.

Service-oriented architecture

It usually takes ________ for someone in a firm to discover a security compromise in a system, after the evidence shows up in logs or alerts.

Several months

In this business structure a common view of a firm is as a hierarchy organized around a set of functions. Each group has a core competency that it concentrates upon.

Silo

L.L. Bean is an online/catalog retail company that aggressively uses tools like instant messaging to communicate with customers regarding potential purchases and uses Facebook for branding activities. This use of technology supports which strategy?

Social business strategy

Through the use of various technologies, a ski resort tracks the slopes each customer skis and the times he or she skis them. Skiers then have the ability to view this information online, and can choose to seamlessly share their accomplishments on Facebook. In addition, photographers positioned at the resort post pictures on Facebook for the skier. This ski resort has worked hard to develop a strong:

Social business strategy

Which normative theory of business ethics would TJX have displayed if it had informed customers as soon as the breach was corrected and told other retailers how to prevent future security breaches?

Social contract

Which theory of normative business ethics seeks to create value for people in a manner that is just and nondiscriminatory?

Social contract theory

The type of software used in an SOA architecture is often referred to as what?

Software-as-a-service

A manager who primarily focuses on the shareholders of the corporation rather than all of the vested parties in the businesses operations and activities is practicing which theory of normative business ethics?

Stockholder theory

The chapter contends that Internet companies are in business for the money and hence they really would prefer to keep their customers in the dark about how their personal data is being used to generate profits. Assuming this statement is true, with which ethical theory would you say these Internet companies are most aligned?

Stockholder theory

According to the Zara case in chapter 3, the decision rights for ordering had been moved to whom?

Store managers

Zara's store managers place orders that reflect their localized needs. However, order fulfillment is ultimately the responsibility of the commercial team in headquarters because:

Store managers do not have visibility into regional demands but the commercial team does.

A CIO must spend part of the day performing ________ tasks and some part of the day working on operational tasks. Rarely can a CIO focus on just one task in any given day.

Strategic

An inter-organizational relationship that affords one or more companies in the relationship a strategic advantage is in:

Strategic Alliance

Suppose Zara has a linked supply chain with Silk City, a fabric supplier. Zara and Silk City use IT to seamlessly exchange data, communicating requirements as well as delivery expectations. The relationship between Zara and Silk City is best described as:

Strategic alliance

The Nike + iPod Sports Kit is a sensor in your shoe that syncs with your iPod and provides details about your workout. This inter-organizational relationship affords both Nike and Apple a business advantage. This relationship between Nike and Apple is best described as:

Strategic alliance

Which of the following is an approach that links a company with providers of the raw components it needs to make a product or service, manufacture that product or service.

Supply Chain Management (SCM)

All of the following are common elements of a BI system EXCEPT:

Supply chain management

Porter's five "Forces," used so often in the text for analysis of IT applications, include all of the following except:

Switching costs

Sam has just purchased 10 new high speed color laser printers for his company. He is very excited because he got a 40% discount and paid only $2,990 for each unit. His boss, Joe, wants to know which value?

TCO

________ is hard to explain, hard to transfer, and highly personal to the source.

Tacit knowledge

Companies like Uber and UPS use what type of control system to monitor employee performance and behavior?

Technology mediated control

Which model is best used to understand the ways in which information technologies allow a firm to both attain and sustain a competitive advantage?

The Resource-Based View

"Reuse" is a benefit of service-oriented architecture because it supports:

The breaking apart of functionality into small services that can be used by many different systems.

When the Office of Personnel Management was hacked, all of the following are true EXCEPT:

The hackers gained access to the building to steal the records

The negative consequences of monitoring an employee's discrete tasks include all of the following EXCEPT:

The worker feels empowered to make significant contributions to the business.

ERP systems are expensive for all of the following reasons EXCEPT:

They do not require business process redesign.

All of the following are part of cybersecurity balanced scorecard EXCEPT:

Threat measures

Kodak was once the largest supplier of photographic film. In 2004 it was dropped from the Dow Jones Industrial Average after having been listed for 74 years. Kodak failed to use IT to fend off which one of the following of Porter's 5 competitive forces?

Threat of substitute products

Organizations choose to outsource IT activities for all of the following reasons EXCEPT:

To create a core competency

A company that wants to make incremental improvements to existing business processes would utilize which of the following?

Total quality management

Knowledge management is the process that generates, captures, codifies, and ________ knowledge across an organization in order to achieve a competitive advantage.

Transfers

A general manager should:

Understand the use and consequences of technologies relevant to the business

the IT infrastructure components should be evaluated based on their expected financial value. All of the following are used to quantify the financial value of IT components EXCEPT for the:

Usability

Which of the following is the architecture where significant hardware, software, and possibly even data elements reside on the Internet?

Web or Cloud-based architecture

Which is not a question that can be used to understand organizational design?

Where is the organization's headquarters located?

By utilizing business analytics, a company can learn which one of the following?

Who is likely to buy the product in a given period of time.

A small company in Des Moines wants to set up an IT infrastructure for its workforce. The company recently moved to an older building that has solid walls and ceilings. Furthermore, most of the staff likes the flexibility of moving around the open office space to perform work on their laptops. Which communication infrastructure makes most sense for this company?

Wireless

Which type of IT architecture is the most flexible because of its ability to connect from many locations, but service connects are not available everywhere?

Wireless

This term is defined as the situation when a company's current and emerging business strategy is enabled, supported and not constrained by technology.

alignment

The ready availability of so much information catches some managers in this dilemma.

analysis paralysis

To justify an IT investment and receive necessary support and approval, a manager must often create a(n)

business case.

Significant changes in IS should trigger a reassessment of the ___.

business strategy

IS plays three important roles in management control processes. These processes are data collection, evaluation, and _______________.

communication

The organizational strategy should ideally ___ the IS strategy.

complement

Middleware is software used to:

connect processes running on different computer systems across a network.

When a company's business strategy and technology strategy are intertwined, this situation is known as ___.

convergence

One of the challenges of information technology is the _________ diversity faced by an organization, particularly one that spans multiple countries.

cultural

Scorecards provide a summary of information gathered over a period of time. Another common IT monitoring tool is the:

dashboard

Organizational design is all about making sure that __________ are properly allocated, reflecting the structure of formal reporting relationships.

decision rights

According to the Hyper-competition Framework, the goal of advantage should be ___________, not sustainability.

disruption

IS is traditionally focused on:

explicit knowledge

Business analytics fuel ________ decision making.

fact-based

Activity-based costing________.

groups costs into meaningful buckets that are then distributed based on the activity or product they support.

Organizational variables include decision rights, business processes, formal reporting relationships, and ____________.

informal networks

The ______________________ is a clear and compelling statement that unifies an organization's effort and describes what the firm is all about (i.e), its purpose).

mission statement

In 1989, Kodak chose a(n) ________ approach to outsourcing IS activities and chose to work with suppliers like IBM, DEC, and Businessland. This approach was soon dominated by other firms.

multivendor

Organizations may shy away from cloud computing because:

of increased data security and privacy concerns.

Examples of multi-factor authentication are:

passwords and text messages

Managers need to control work done at the _________ level.

process

Hyper-competition implies that any architecture must be designed with maximum flexibility and _____________ to ensure it can handle the imminent business changes.

scalability

A computer's hardware and ________ specify its platform.

system software

A company that seeks an IT portfolio that lowers costs as the primary business objective will be more likely to increase spending on ________ because these applications can help automate processes.

transactional systems

Spoofing is:

when the "from" address says the name/email address of a person different from the person who really sent it.

This is the tool that is used to help understand a business process.

workflow diagram