Information-Technology-Management Exam Questions and Answers (Page: 3)

QUESTION: 17

A company wants to create a shopping bot that will search several retailers' websites to find the best prices on products that it frequently orders.
Which type of software should the company use to create a shopping bot?

Virtual reality
Neural network
Intelligent agent
Fuzzy logic

Answer(s): C

Explanation:

Understanding Intelligent Agents:

Intelligent agents are software programs that perform tasks autonomously, such as searching for information, making recommendations, or automating repetitive actions.

They are designed to mimic human behavior in specific tasks.

Application in Shopping Bots:

A shopping bot uses intelligent agents to search multiple websites, compare prices, and find the best deals.

These bots automate the process of price comparison, saving time and effort for the company.

Why Other Options Are Incorrect:

Option A (Virtual reality): VR is immersive and does not search for online products.

Option B (Neural network): Neural networks are used for pattern recognition, not autonomous tasks like shopping.

Option D (Fuzzy logic): Fuzzy logic handles imprecision and is not designed for automating searches.

"Understanding Intelligent Agents in E-Commerce" MIT Technology Review

AI and Intelligent Agents in Automation IEEE Publications

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QUESTION: 18

Which type of software would a company use to view the physical world with computer-generated layers of information added to it?

Expert systems
Intelligent agent
Neural network
Augmented reality

Answer(s): D

Explanation:

Understanding Augmented Reality (AR):

AR overlays digital content onto the physical world, enhancing real-world environments with computer-generated information.

Examples include AR applications for navigation, product visualization, and immersive training.

Use Case in Organizations:

Companies use AR to provide enriched customer experiences, visualize complex data, and streamline operations.

For example, AR apps can show additional product details or simulate how a product fits into a real- world environment.

Why Other Options Are Incorrect:

Option A (Expert systems): Expert systems use rule-based logic to solve problems but do not overlay information on the real world.

Option B (Intelligent agent): Intelligent agents automate tasks and do not involve AR functionalities.

Option C (Neural network): Neural networks focus on data processing, not augmenting reality.

"Augmented Reality in Enterprise Applications" Harvard Business Review

AR Standards and Applications AR Association

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QUESTION: 19

Which basic business system serves operational level analysts in an organization?

Optimization analysis system (OAS)
Decision support system (DSS)
Transaction processing system (TPS)
Executive information system (EIS)

Answer(s): C

Explanation:

Definition of Transaction Processing System (TPS):

A TPS handles the day-to-day business transactions of an organization, such as sales, payroll, order processing, and inventory tracking.

It is designed for operational-level analysts who need to process large volumes of routine transactions efficiently.

Purpose of TPS:

Ensures the integrity and accuracy of business transactions.

Provides operational data required for other systems like Decision Support Systems (DSS) or Management Information Systems (MIS).

Incorrect Options Analysis:

A . Optimization Analysis System (OAS): Not a standard system type in IT management.

B . Decision Support System (DSS): Focuses on tactical and strategic decision-making.

D . Executive Information System (EIS): Caters to high-level executives, not operational-level analysts.

and Documents of Information Technology Management:

"Foundations of IT Systems" (McGraw-Hill Education).

ITIL Foundation Documentation (Axelos).

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QUESTION: 20

Which system provides a foundation for collaboration between departments, enabling people in different business areas to communicate?

Enterprise resource planning (ERP)
Supply chain management (SCM)
Customer relationship management (CRM)
Electronic data interchange (EDI)

Answer(s): A

Explanation:

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.

and Documents of Information Technology Management:

"ERP Integration Best Practices" (Gartner).

ITIL Service Design: ERP Modules Overview (Axelos).

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QUESTION: 21

Which information system facilitates the sharing of data between the human resources and purchasing department in the same corporation?

Executive support (ES)
Geographic information system (GIS)
Enterprise resource planning (ERP)
Customer relationship management (CRM)

Answer(s): C

Explanation:

Definition of ERP Systems:

ERP systems facilitate data sharing and process integration across multiple departments within an organization, such as HR and purchasing.

These systems improve coordination and decision-making by maintaining a single source of truth.

Example of ERP Usage:

If the HR department needs to coordinate with the purchasing team for new employee resources,

ERP ensures both have access to relevant information like budgets and procurement requirements.

Incorrect Options Analysis:

A . Executive Support (ES): Caters to strategic decision-making, not operational collaboration.

B . Geographic Information System (GIS): Deals with spatial and geographical data, not departmental coordination.

D . Customer Relationship Management (CRM): Manages customer interactions, not internal department processes.

and Documents of Information Technology Management:

"ERP for Organizational Efficiency" (Forrester Research).

ITIL 4 Foundation: Enterprise Systems Overview (Axelos).

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QUESTION: 22

Which system serves as an organization's backbone in providing fundamental decision-making support?

Enterprise resource planning (ERP)
Supply change management (SCM)
Unified communications (UC)
Customer relationship management (CRM)

Answer(s): A

Explanation:

ERP as an Organizational Backbone:

ERP provides a centralized platform for integrating and automating core business functions.

It supports decision-making by delivering comprehensive, real-time data insights to managers and stakeholders.

Key Role of ERP in Decision Support:

ERP systems enhance data consistency, accuracy, and availability, enabling informed decision-making at all levels of the organization.

Incorrect Options Analysis:

B . Supply Chain Management (SCM): Focuses on supply chain optimization, not overall decision support.

C . Unified Communications (UC): Enhances communication, not decision-making processes.

D . Customer Relationship Management (CRM): Targets customer interaction, not overarching business operations.

and Documents of Information Technology Management:

"ERP as the Backbone of Decision Support" (Harvard Business Review).

ITIL Service Management Guides: ERP Best Practices (Axelos).

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QUESTION: 23

An inventory manager is using a company's customer relationship management (CRM) system to determine how much inventory to pre-order for an upcoming sales promotion.

Which phase of CRM does this describe?

Predicting
Defining
Reporting
Analyzing

Answer(s): A

Explanation:

Understanding CRM Phases:

CRM systems encompass phases such as reporting, analyzing, and predicting to support business operations and decision-making.

The predicting phase uses historical data to forecast future trends, behaviors, or requirements.

Application in the Scenario:

The inventory manager is using CRM data to forecast how much inventory to pre-order for a sales promotion, aligning with the predicting phase.

This involves evaluating past sales trends and customer behaviors to anticipate demand.

Why Other Options Are Incorrect:

Option B (Defining): This phase does not exist in CRM processes.

Option C (Reporting): Reporting provides data summaries but does not forecast future needs.

Option D (Analyzing): Analyzing focuses on identifying patterns but stops short of prediction.

CRM Process Phases Gartner

"Predictive Analytics in CRM" Salesforce

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QUESTION: 24

A manager asks a team member to identify the top five customers by total dollars spent on the company's services in the past calendar year.
Which phase of the customer relationship management (CRM) system does this represent?

Distributing
Analyzing
Predicting
Reporting

Answer(s): D

Explanation:

Understanding Reporting in CRM:

The reporting phase of CRM involves extracting data to generate summaries and insights.

Reports help in understanding customer activities, such as identifying top customers based on spending.

Application in the Scenario:

The manager requests a report listing the top five customers by total spending, a classic example of CRM reporting.

Why Other Options Are Incorrect:

Option A (Distributing): Distributing is not a CRM phase.

Option B (Analyzing): Analyzing involves identifying trends or patterns, not generating a simple report.

Option C (Predicting): Predicting is forward-looking and does not match the scenario of reviewing past data.

CRM Reporting Capabilities Overview Forrester

Reporting vs Analysis in CRM Systems HubSpot

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WGU Information-Technology-Management Exam (page: 3) WGU Information Technology Management QGC2 Updated on: 07-Feb-2026

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WGU Information-Technology-Management Exam (page: 3)
WGU Information Technology Management QGC2
Updated on: 07-Feb-2026