IPCC ITSM Model Exam Answer Key 24.3.2015

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2. (a) Discuss

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e Blocking,

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yptography

mary Memory

s the different c

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enue Cycle: Iunts Receivablment of the gounts receivablenue Cycle are a

urce Documenes Order very Ticket

mittance Adviceposit Slip

s Guideline An

Answers

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sites tha(b) In addit

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• Net• Hos• Hyb• Net

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ycles of an Acc

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ng framework.

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oods; recordinge; and capturinas follows: nt Fun

RecRec

e RecRec

nswers for In

for InforMan

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ologies: rusion Detects network or sy

es reports for anitors network chnologies inclutwork Intrusionst–based Intrusbrid Intrusion Dtwork–Node Int

phy: Cryptogrion in the presructing and anare related

ty, integrity, arm data into cotication to accto Cipher text.

emory: These with sequentia

cess Memory (R

count Business

ts Business Prand the Generaws:

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nsactions surroand General Lg of the cost ong and record

nction cord Customer cord Delivery toceive Cash cord Amounts D

nformation Te

1

rmation nagemen

wer any 5 Q

d (NIC): Netwoata to and fromC (Media Accesy the manufact

ware–based apinappropriate

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ude the followinn Detection (NIsion Detection Detection\ trusion Detecti

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s Process Mana

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echnology an

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ork Interface Cm a host to netwss Control) addurer.

proach, which by Managemennies can also loet and identifies

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on (NNID)

practice and parties (called cols that overcspects in infoand non-repu

ear meaninglesective system

which any locay by the CPU. Td Only Memory

agement. (Any 4

ement are nameporting System

one or more f transactions study of transa

ecognition of rolves capturing the billing pr

eceipts. Comm

d Strategic M

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om the rema

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prohibits accesnt. og activities ands the sites visit

ce or software activities or poment. behaviour and

study of tecAdversaries).

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ation can be acThese are prim(ROM).

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aining ques(2 × 5 =

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ical

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s data ograms ossess

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(4 Marks)

nue Cycle, een them.

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2. Pack(a) Packe

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eral Ledger &neral Ledger

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ket Switchinget Switching is een computers sages to be trakets and then pis divided into packet is transPacket of User

h gives the destiety of control iPacket contain

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s Guideline An

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Cycle: CommoDocument

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nswers for In

pport Adjustme

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on Source Doc

ystem: Commng System

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xclusive, and rerk for continuou

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mputer reads ths the address, shall transmit

rent routes to

nformation Te

2

ents to Custome

urrounding theents, Inventorys and the rec

preparation andhecks and thefollows:

at purchasing doods from vendeipt of merchams.

cuments & Func

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mon Source Doc

Rec

g Cycle, the prer, the emphasevent; where

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ks of

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department orddors. ndise.

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lect employee wcord time workecord time spent

cument and its

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works.

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B

Packet 2

Pac

A

d Strategic M

of expendituresl Ledger. It incost of inven

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ollows: Function withholding daed by employet on specific job

function is as

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siness activitieson the activitieuld be the Inpvolves data proe resources aff

ircuit (or chann

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cket 5

Management

s involving accncludes preparntory; receipt sements. The cvities. Commo

ta. es. bs.

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edger.

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nel) between N

tions.

on terminates.

tching

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3 F

counts like ration and of vendor cycle also

on Source

data must ffected by rocessing, ties which event and

(4 Marks)

Nodes and

E

3. Message(a) Excha

transa(b) In Me

messa(c) The M

receiv(d) Electr

3. (a) Discuss

Businessthe approprocessesbusiness pthe work useful infoidentify anprovide a

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s Business Intels Intelligenceopriate decision. BI is comprispartners and eprocesses andormation to thnd develop necompetitive m

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er user requiremties as progres

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tatistical Anaarge volumes ective is to pring involves da

nswers for In

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s tools. telligence (BI) in the necessation that contais essentially tused to obtai

eed it, when tes. Making usege and longterm

of software thas follows:

ng: This involvef a BI implemeed with the entousing (DW) prent application

marized, converreporting tools

s using the datnting visualizingolumn coordinadata from outinto the comp

g the informatirent things wit

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s, business unegy. Scorecards

perspective ofth metrics thatactivities are lin

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nformation Te

3

ages. Exampl

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at is designed t

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a to get respong data in a muates to furtheside sources,

pany database.

ion gathered fth the objectiveds are flexible tn of graphs, re

presentation ofhe enterprise. nits, or the ents distil informaf information. At serve as bencnked in the sco

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or discovering u

echnology an

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(Store and Foge Switching sy

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nse to the queultidimensionalr understand transform it to Metadata too

from the data e of getting retools that can eports, and KPI

f the enterpriseScorecards offterprise as a w

ation into a smA scorecard hachmarks. Speciforecard with g

atistical, artificwledge withou information tuseful patterns

d Strategic M

s, Electronic M

ecessary. If a message. At each node,orward Techn

ystems.

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ial intelligence,ut users even o users by des that are “hid

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te, useful inforon making for

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se to the queryaningful knowleavailable in onene all the data ardware, whichat and availableble format and

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aking critical mual gauge to de individual gometrics and taist of specific, n how well they highlighting t

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(b) Softwa

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a short note on oud ComputingCloud Computinand Software, oInternet is geComputing.

ures of Cloud CScalability / Eof Clients.

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s.

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omputing: (AnyElasticity: Dat

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gility (responsde’ environmen

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nswers for In

latform as a Se

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ational databastraints that canhe same fields.s in the databastructure depaels: Relationsrows. The nam

owed to take.

have to adherend, there can't

following: (4 M

of various servnet. ized as “Clou

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ud / Internet urough the Inte

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f Software Appons is easier.

e allows ServerServer to anoth

rmance and itsarchitectures a

nformation Te

4

rvice (PaaS) in

and Platform as

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Service (PaaS)xisting applicae using tools antion settings. T

ws a user to dep

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s, Attributes, med columns of

e to some basibe identical re

Marks)

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plications in the

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d Strategic M

ting

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structures, stois a collection otructures requibe processed oee key terms

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(4 Marks)

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5. (a) Discus

Multi-tiein which amiddlewarwidesprea

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Gurukripa’s

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Multi Tenancysame infrastrucrequirements.

xpert System. Meaning: (a) An Expert

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and providnormally re

Usefulness: (a) Expert Sys

knowledge(b) The aim of

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Consulting

ss multi-tier arcr Architecturan application re to service ad use of "mult

t program hasand database lnecessary, on

architecture, theure that connec

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ay–Per–Use Mbe clearly definoffered to the

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ervices.

ting is an indep

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nformation Te

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stems that imite type of adv

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rm. There is no

Cloud / Intern

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host the cloude physical or vir

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lized machines

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ftware.

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(4 Marks) rchitecture that uses The most

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(b) Discus

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6. (a) An elect No. of For th For th Over Surch

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Gurukripa’s

ss Data Centre pe enterprise IT complexity of dch locations. Scoming them ar

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harge @ 20% oflow chart for thharges with the

s Guideline An

protection chalmanagers undata protection ome of the tore as follows:

ocketing datarge enterprisenating redundae backups, net

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ce and capacitime by eliminat

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ed to meet the

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enterprise chi, increased dend managemen

the following ra

e added to the h will read the mber and the u

nformation Te

6

st practices solriticality of dateir enterprisesfaced by large

Data growth ises of data dedua deduplicationon, and disaste

o avoid data choose a data proeed without ad load balance a

y architecturet/output (I/O), gest data centerk infrastructurege in network d

premium: Datstandards to mubsystem manirements for ltomatic system

Large enterpin branch offic

IT managers shackup, deduplice burden on data protection

tive data prootect their inveolutions that m

ief technical omands on exisnt, and the per

ates for its domCharges/uni

1.60 2.10 3.90

charges. consumer numunits consumed

echnology an

utions. (Any 4 ta protection ch— including da

e enterprise IT

s the biggest uplication techn also reduces r recovery.

center sprawl iotection “targetdding new sysnd tune new sy

e: The new gand if these seer infrastructue rather than udemand.

ta protection meet while stayinagement, redularge enterpris

m monitoring a

prises that havces are particuhould considercation, replicatIT administratn efficiency.

otection techestment in exismitigate these

officer needs tsting infrastrucriodic upgrades

mestic consumet (`)

mber and the nud.

d Strategic M

points) hallenges and ata centers, dismanagers an

data center nologies help ithe data that

n the data prot” system that wstem images. ystems needed f

generation of ervers are virture challenge. Vusing the tradi

IT administrating within a limuce complexityse data protecand “phone ho

ve been usingularly vulnerablr the use of a ion and restoretors in branch

hnologies: Witing technologcosts and risk

to strike a wocture, maximizis that today’s te

ers: (4 Marks)

umber of units

Management

try to mitigatesaster recoveryd the best pra

hardware infrain reducing datt must be sent

otection envirowill scale to accoIt also saves for scaling.

servers with ualized, this reqVendors shoultional LAN swit

tors have mormited budget. Ty, and providection platformsome” function

g physical tape to downtimeconsistent plate operations fro

locations and

th limited budies. IT managek with feature

orking balanceing availability,echnology dem

consumed and

(4 Marks) e the cost, y sites and actices for

astructure ta storage t across a

nment, IT ommodate money in

multi-core quirement d help its tches that

e data to They need e effective s include: ality; and

pe backup e and data tform that om a data d provides

dgets and ers should s such as

e between , ensuring

mands.

d print out

(b) Enume

The appromaking reare –

St

1. DefBPAreq

A

A

Gurukripa’s

erate the steps

oach to BPA enecommendation

tep

fine why A is uired

Ta(a(b(c

YES

s Guideline An

involved in Bu

tails understanns on how bes

The Entity shoure – a) Poor and Db) Lack of Manc) Errors in Ma

STA

READ CON

IF UN> 50

IF UN> 20

AMT = UN

CHRG=AMT

PRINT CONSN

MORRECO

STO

nswers for In

usiness Process

nding how inforst to automate

ld first define w

eficient Customnagement undeanual Processe

ART

SNO, UNITS

NITS 00

NITS 00

NITS*1.60

T+AMT*0.20

NO, UNITS, CH

RE RDS

OP

NO

Y

Y

NO

NO

nformation Te

7

s Automation. (

rmation is collethose process

Dewhy it plans to

mer Service. erstanding of B

es leading to hi

AM500)

1

AM200)

HRG

YES

YES

echnology an

(Any 4 points)

ected and proceses for maximu

escription implement a B

Business Procesgher costs.

MT = (UNITS–)*3.90 + 300*10+200*1.60

MT = (UNITS–)*2.10+200*1.

CONSNO –CHRG – TotUNITS – NuAMT – Tota

d Strategic M

essed on a dayum benefit. Th

BPA. Some com

sses.

2.

–60

– Consumer Nutal charges umber of Unitsal amount

Management

y–to–day basis,he steps involv

mmon reasons f

mber

s consumed

(4 Marks)

, and then ed in BPA

for BPA

St

2. UndappRuleReg

3. Docthe whibe auto

4. DefiObjeGoaachiimpBPA

5. EngBusProCon

6. ComROIProj

Gurukripa’s

tep (d

(e

(f

(g

derstand plicable es /

gulations

(a

(b

cument process,

ich is to

omated

T(a(b(c(d(e(f(g

N(i(i(i

ine the ectives /

als to be ieved by

plementing A

TG• • • • •

gage the siness cess

nsultant

T(a(b

(c

(d

mpute I of BPA ject

F(a(b(c(d(e

(f

s Guideline An

d) Problems indiscounts, p

e) Problems inreceipts an

f) Ineffective audit or law

g) Unable to r

a) GovernanceRegulations

b) The Entity sthe followin(i) Rules an(ii) Docume(iii) Legal E(iv) Audit, R

The following asa) What documb) How do thec) What formad) Who is invoe) What are thf) Can there bg) How are ex

Note: Documen) provides clari) helps to idenii) allows to re–

The Entity shouGoals should ha

Specific, i.MeasurabAttainableRelevant, Timely, i.e

The choice of BPa) Objectivityb) Experienc

in resolvingc) Expertise

proposed sod) Capability

hardware, s

inancial Impacta) Savings in Eb) Cost of Spac) Eliminating d) Reducing the) Lower Inter

avoiding duf) New Reven

nswers for In

n Payment Procpaying for goodn Collection Pr

nd payments.Document Man

wsuit or not beiecruit and train

e is establisheds and Local, Stashould ensure ng areas (illustrnd Regulationsent Retention REffect of TransaReporting and C

spects need toments need to e documents orat are they in: olved in processhe legal aspectbe a better wayxceptions in the

ntation of preseity on the procntify sources of–design the pro

ld determine thave the followin.e. clearly definle, i.e. quantifi

e, i.e. achievabi.e. applicable

e. to be achieve

PA Consultant y of the Consu

ce of the Consug critical busineof the Consultaolution.

y of the Consultsoftware and s

t of Benefits froEmployee Salarace regained fro

Fines to be pahe cost of auditrest Cost and buplicate paymenue Generation

nformation Te

8

Decesses, e.g. duds and servicesrocesses, e.g.

nagement, e.g.ing able to findn new employe

d by a combinaate, and Centrathat any BPA arative list) – applicable to t

Requirements (actions, Compliance Re

be kept in minbe captured?

riginate? Paper, Fax, emsing of the docts on processiny to do the same Process hand

ent process process, f inefficiency, bocess better.

he key objectivng attributes (Sned, iable in moneta

ble through besto the Entity, a

ed within a give

depends on thultant in undersultant – (a) withess issues. ant, to clearly a

tant in recommervices as appr

om BPA includery by not havinom paper, file aid by Entity duts and lawsuitsbetter Cash Flonts, collecting Aopportunities.

echnology an

escription plicate or late s not received, delay in collec

. not being abled all documentsees, but where

tion of Internaal Law. adheres to the

he Entity, (time period an

equirements.

nd while docum

mail, PDF, etc.?cuments? g of these docu

me job? led?

ovides the follo

bottlenecks, an

ves / goals of thSMART) –

ary terms, st efforts, and en timeframe.

e following facstanding/evaluah the Entity’s b

articulate the b

mending and imropriate to mee

e the followingng to replace thcabinets, reduc

ue to delays bes. w managemenAccounts Rece

d Strategic M

payments, misetc.

ction, mismatc

e to find docums. employees are

al Corporate Po

requirements o

nd format),

menting the pre

uments?

owing benefits –

d problems, an

he process imp

ctors – ating the Entitybusiness proces

business value

mplementing a ceting the Entity

g – hose due to attced. ing avoided.

nt by availing eeivable faster, e

Management

ssing early pay

ch between ca

ments quickly d

e urgently requ

licies, External

of law, particul

esent process:

–

nd

provement activ

y’s situation, sses, and (b) g

of every aspec

combination ofy’s BPA require

trition.

arly payment detc.

ash

during an

uired.

Industry

arly in

vities.

enerally

ct of the

f ements.

discounts,

St

7. DevBPA

8. TesBPA

7. (a) What is

Transmiss

Guided Ma specific

1. Twismost exten

2. Coaxinsulaused periph

3. FibreSignasigna

Gurukripa’s

tep (g

(hFocoth

velop the A

(a

(b

st the A

(a

(b(c

(d

s Transmissionsion Media conn

Media/Boundpath. Some of

ted-Pair Wirewidely used m

nsively in home

xial Cable: Thate and protecin high-serviceheral devices. I

e Optics: This als are convertls and provides

Guided M

s Guideline An

g) Revenue byTranscripts,

h) Building buor Senior Manaomputed basedhe BPA Project

a) Based on thobtained.

b) Then, the C

a) The new pradditional “

b) Testing is ac) Testing –

(i) allows (ii) increas(iii) decrea

d) The Final Vthinking an

n Media? Discusnects the mess

Media: Guidethe common e

e: Twisted-pairmedia for telee and office tele

his telecommut it. Coaxial cae metropolitan It is used exten

media consistsed to light fors increased spe

Media (Wired

Twiste

Co-a

Fib

nswers for In

y way of chargi, Medical Recosiness by provagement’s decid on the above.

he ROI, BPA Re

Consultant deve

rocess should b“exception procan iterative pro

room for improses user adoptises resistance

Version of the Pd experience in

ss its various tysage source wit

ed Transmissioexamples of gu

r is ordinary tecommunicationephone system

nication mediaables can carryareas for cabl

nsively in office

s of one or mom and fired byeed and greate

Transmi

d)

ed-Pair Wire

axial Cable

ber Optics

nformation Te

9

Deing for instant rds, etc.) iding superior lsion–making p

e financial savin

eports, etc. Top

elops the requi

be tested to decessing” steps ncess, and seek

ovements prioron, and to change.

Process should n developing th

ypes. th the message

n Media uses auided media are

elephone wire, ns and is used

ms and many LA

a consists of cy a large volume TV systems, e buildings and

ore hair-thin filay laser in burs

er carrying capa

ission Media

U

echnology an

escription access to reco

levels of custompurpose, the ROngs, and compa

p Management

isite BPA to me

etermine how wneed to be incl

ks to remove al

r to the official

be documenthe BPA, and wh

e receiver by m

a "cabling" syste Twisted Pair,

consisting of cd for both voicANs and WANs.

copper or alumme of data andand for short-

d other work sit

aments of glassts. Optical fibracity than coax

Unguided Med

Terre

Radi

Micr

Infra

Com

d Strategic M

rds (e.g. Public

mer service, higOI for the BPA aring with the

t approval to go

eet the specifie

well it works anluded. l problems.

launch of the

ted, to capturehich can be use

means of Guide

tem that guideCoaxial cable

copper wire twce and data tr.

minium wire wd allows high-s-distance connetes for local are

ss fibre wrapperes can carry dxial cable and tw

dia (Wireless)

estrial Microw

io Wave

ro Wave

ared Wave

mmunication S

Management

c Information,

gher goodwill, Project should Investment req

o ahead should

ed goals.

nd identify whe

new process,

e all of the worked to train new

ed or Unguided

es the data signand Fibre optic

isted into pairsransmissions.

wrapped with sspeed data traection of compea networks.

ed in a protectidigital as well wisted-pair line

)

wave

Satellite

Student

etc. be

quired for

d be

re

k, w people.

(4 Marks) Media.

nals along cs.

s. It is the It is used

spacers to ansmission puters and

ive jacket. as analog

es.

Unguidedbut nothincommon Communic ♦ Terrestsignals anform of el ♦ Radio Wa millimetcommonly ♦ Micro Wmillimetercommunic ♦ Infrareinfrared ill ♦ Commuthrough wretransmitstations).

(b) Define Thre

Threat: Asystem. N ♦ Unstrufrom the Inetwork. Tare done m For exampsite is septhey know ♦ Structuusually uncreate hatargets a intelligenc ♦ Externanot have afrom the I Internal These usediscontent

Gurukripa’s

d Media/Unbng to guide thexamples of ucation Satellites

trial Microwavnd is used exteectromagnetic

Waves: Radio ter to 100,000 y used transmis

Waves: Microwr, or equivalecation, radar sy

ed Waves: Influmination allow

unication Satwhich to transts signals; the They are used

eat. What are va

A Threat is anetwork security

ctured ThreaInternet. ManyThese include more out of cu

ple, if a compaparate from thew is that if the c

ured Threats nderstand netwcking scripts tspecific destin

ce organization

al Threats - Tauthorized accInternet or dial

Threats - Tyers either haveted former or c

s Guideline An

bound Media:hem along a sunguided medis.

ve: Terrestrial ensively for higwaves.

waves are an km, making it ssion media in

waves are radiontly, with freqystems, radio a

frared light is uw people or an

tellites: Commmit signals. A satellite acts extensively fo

arious threats t

nything that cay threats can b

ats - These oriy tools availableport-scanning

uriosity than wit

any’s external we internal inforcompany’s web

- These origiwork systems dto penetrate thnation or groups.

These originateess to organizalup access serv

ypically, these an account oncurrent employ

nswers for In

Unguided Traspecific path. Tia are Terrestr

microwave megh-volume as w

invisible form one of the widthe wireless Lo

o waves with wquencies betw

astronomy, nav

used in industnimals to be ob

munication satesatellite is so

as a relay stator high-volume

to a computer n

an disrupt thebe categorized

ginate mostly e to anyone ontools, address

th a malicious

web site is hacrmation that sb site is hacked

nate from indidesign and thehose network p. Usually, the

e from individuation’s computevers.

threats originan a server or pyee or contracto

nformation Te

10

ansmission MedThe data signarial Microwave

edia uses the awell as long-dis

of electromagndest ranges in tocal Area Netw

wavelengths raween 300 MHvigation and spe

rial, scientific, bserved without

ellites use the aome solar-powetion between sas well as long

network’s secu

e operation, fuinto four broad

from inexperien the Internet s-sweeping toointent in mind.

cked; the compits behind a pr

d, then it is an

ividuals who ae vulnerabilitiessystems. An in

ese hackers are

uals or organizer systems or

ate from indivphysical access or. Majority of

echnology an

dia consists of als are not boue, Radio Wave

atmosphere as stance commu

netic radiation the electromag

works.

anging from asz (0.3 GHz) ectroscopy.

and medical at the observer

atmosphere (mered electronicsatellite transmg-distance com

rity?

unctioning, inted themes:

enced individuacan be used to

ols, and many

pany’s integrityrotective firewunsafe place to

are highly mots of those systndividual who e hired by ind

zations workingnetwork. They

iduals who hato the networksecurity incide

d Strategic M

a means for thund to a cabli

es, Micro Wave

the medium thnication of bot

that varies in wgnetic spectrum

s long as one mand 300 GHz

applications. Nibeing detected

microwave radioc device that

missions stationmunication of

egrity, or avai

als using easilyo discover weaothers. Most o

y is damaged. Eall, the public o conduct busin

ivated and tectems. They canpresents a str

dustry competit

g outside an oy usually work t

ve authorized k. An internal tnts originate fr

Management

he data signalsng media. Somes, Infrared W

hrough which toth data and vo

wavelength from. Radio waves

meter to as shoz. These are

ght-vision devd.

o waves) as threceives, amp

ns on the grouboth data and

lability of a n

y available hacaknesses in a cof these kinds

Even if the extdoes not knowness.

chnically compn understand aructured threators, or state-s

organization, wtheir way into

access to thethreat may comrom internal th

s to travel me of the

Waves and

o transmit oice in the

om around s are most

ort as one used for

ices using

e medium lifies, and

und (earth voice.

(4 Marks)

etwork or

cking tools company's of probes

ternal web w that. All

etent and as well as t typically sponsored

which does a network

e network. me from a reats.

8. (a) Discuss

1. Classadvan(a) C

a(b) D

c(c) F

2. Facto

(a) Selo

(b) To

(c) Sw

(d) Ot

Generic o

Stra

tegi

c Ta

rget

(b) Is Supply C

Supply Ch1. Scop

transpplanncompcontropoint

2. Focuof buright

(c) Explain the

1. Syncday, used E.g. F

Gurukripa’s

Questio

s strategic alter

sification: Acntage from threCost Leadersare price–sensiDifferentiatioconsumers whoFocus, i.e. prod

ors: Porter sugSharing: Manaexisting and poowering costs, Transfer of Sorder to gain coSize: Large Firwhile small FirmOthers: In addthe appropriate

or Basic Strate

Industry w

ParticulaSegment O

Chain Managem

hain Managemepe of Activitportation, ware

ning. Althoughponents. Logistolling the movof consumptio

us of Activitiessiness transforprice. It reduce

e meaning of Schro Marketinor on hour bato smoothen o

Fans and ACs s

s Guideline An

on 8 is compuls

rnatives with re

ccording to Poee different ba

ship, i.e. produitive.

on, i.e. produco are relatively ducing product

ggested that thagers should potential businesor (ii) raising d

kills: Firms caompetitive advams with greate

ms have to adodition to the abe strategy.

egies

Un

wide

ar Only

ment same as L

ent is an extensies: Logisticaehousing, hand these activitic Managemen

vement and stoon. s: Supply Chairmation and inves costs of org

Synchro Marketing: In some caasis, causing idor regularize tsold at off seas

nswers for In

sory. Answer a

eference to Mic

orter, Genericses – ucing standard

cing products price–insensiti

ts and services

he appropriate sperform cost–bss units. Sharindifferentiation. an “transfer” skantage. er access to resopt Focus stratebove, the type

niqueness per

Diffe

Logistic manag

sion of Logisticl activities typdling of materiaties also formnt can be termeorage of goods

n Managementvolves deliverinanizations and

ing and Augmeases, the demadle capacity or he pattern of on prices.

nformation Te

11

Section–B

any 5 Questions

hael Porter’s st

c or Basic St

dized products

and services ve.

s that fulfill the

strategy may bbenefit analysisng activities an

kills and expert

sources can adegy. of industry and

St

rceived by the c

erentiation

ement?

cs Managementpically includeal, fulfillment of

m part of Suped as one of its, services and

t includes moreng the right pr enhances cust

ented Marketingand for the prover–worked demand throu

echnology an

s from the rema

trategies.

trategies allo

s at a very low

considered un

needs of sma

be based on ans to evaluate “snd resources en

tise among au

dopt Cost Lead

d intensity of c

trategic Adva

customer

Focus

t. However, thee managementf orders, invenpply Chain Mts part that is related inform

e aspects apartroduct at the rtomer service.

g. oduct is irregucapacities. In gh flexible pric

d Strategic M

aining question

ow organizatio

w per unit cos

nique industry

ll groups of co

n evaluation of sharing opportnhances compe

tonomous bus

ership and / or

competition als

ntage

Low

Overall

e differences bt of inbound tory managemanagement, trelated to plan

mation between

t from the logisight time to th

ular, due to seasuch cases, sycing, promotio

Management

ns.

ons to gain co

sts, for consum

y–wide and d

onsumers.

the following –tunities” amongetitive advanta

iness units effe

r Differentiation

so play a role in

Cost Position

Cost Leaders

etween the twand outboun

ment, supply anhe latter has

nning, implemen the point of o

stics function. Ihe right place a

ason, some paynchromarketinn, and other i

(5 Marks)

ompetitive

mers who

irected at

– g a Firm’s ge by– (i)

ectively in

n strategy

n deciding

n

ship

(5 Marks)

o are – nd goods, d demand

different enting and origin and

It is a tool and at the

(5 Marks) arts of the ng can be ncentives.

2. Augmprodusecreservic

9. (a) What do

Star in BCGrowth shcompany. growth rat

Stars, a pothat are gpotential.

(b) What

tradit

Strategy M1. Stayi

lie in 2. Prom

execu3. Keepi

and a4. Exerc5. Pushi

VisionaryChief EntChief AdCulture BResourceCapabilit

1. Tran

(a) Mtinc

(b) Nat

(c) Stmb

2. Tran(a) M

ae

(b) Nsre

Gurukripa’s

mented Markeucts, and introtarial services,ce to much hig

o you understan

CG Matrix: BCGhare matrix also

The matrix iste.

osition in the mgrowing rapidlyBusiness organ

are the leaderional leader.

Managers haveing on top of the path of gooting a cultureute strategy in ing the Firm reahead of rivals cising ethics leng corrective

y trepreneur andministrator Builder e Acquirer and ties Builder

sformationalMeaning: Tranthe good of thnspires involvechanges in orgaNature of Leaaffected to do throughout theSituations: Ththeir life–cyclesmajor changesbe very useful d

sactional LeaMeaning: Traactivities and aexisting cultureNature of Leasuch as pay anrewards or penenhance an org

s Guideline An

eting: It referoduction of h, etc. Such innher levels.

nd by the term

G growth-sharo known for itss based on co

matrix, are chay. They also nnisations that e

rship roles pla

e the following what is happeod execution.

e of esprit de ca competent fa

esponsive to chin developing c

eadership to ee actions to im

L

d Strategist

Allocator

Leadership Snsformational Lhe Firm. Theyement in a misanizational perfadership: Traby stretching

e organization. his style may bs, in poorly pe. Transformatioduring periods

adership stylensactional Leaare more likelye and enhance adership: Trand status. They

nalties for achieganization’s per

nswers for In

s to provision ohi–tech servicenovative offeri

star in the cont

re matrix is a s cow and dog mbinations of

racterised by heed heavy invenjoy star posit

ayed by a strat

leadership roleening, closely m

corps (i.e. teaashion and perhanging conditicompetitively vensure that the

mprove strategyLeadership R

Crisis SoSpokespNegotiaMotivatoArbitratoProcess

Style: Leadership Styy offer excitemssion, giving foformance. ansformationaltheir abilities a

be appropriate erforming orgaonal Leaders wof uncertainty

e: dership Style

y to be associacurrent practicnsactional Leadprefer a more

evement or norformance stea

nformation Te

12

of additional cues, e.g. moviengs provide a

text of BCG ma

simple way tometaphors is relative marke

high market shavestment to mations have best

tegic leader? D

es to play, to enmonitoring prog

m spirit) thatrform at a high ions, alert for valuable compee Firm conductsy execution andoles – variouolver person tor or or Integrator

le use charismament, vision, iollowers a ‘visi

Leadership Sand increasing

in turbulent ennizations when

will challenge ewhen people a

focus more onated with imprces. dership Style u

e formalized apon–achievemenadily, but not d

echnology an

ustomer servicees on demand set of benefi

atrix?.

o portray an opopularly usedet share of th

are and high gaintain their pot opportunities

Distinguish bet

nsure effective gress, solving o

t mobilizes andlevel.

new opportunietencies and cas its affairs liked overall strates aspects

HPDCPP

a and enthusiantellectual stimon’ of a highe

tyle motivates their self–con

nvironments, inn there is a neestablished parare generally fe

n designing steroving the curr

uses the authoproach to moti

nt for employeramatically.

d Strategic M

es and benefitsd, on–line comts that promis

organisation’s pd for resource ae products or

rowth rate. Thosition and finfor expansion

tween a transf

strategy execuout issues, and

d energizes org

ties, bubbling apabilities. e a model corpoegic performanc

Head CheerleadPerceptive ListeDecision–MakerCoach and AdviPolicy Maker Policy Enforcer

asm to inspire pmulation and er calling so as

s followers to dnfidence, and a

n industries at eed to inspire radigms and weeling quite dis

eps and contrrent situation.

ority of its officivation, settinges’ work effort

Management

s built around mputer repair se to increase

portfolio of invallocation in a dSBUs and the

hey are productnance their rap

and growth.

formational lea

ution– learning what

ganizational me

with innovativ

orate citizen. ce.

der ener r ser

people to exertpersonal satisf

s to elicit more

do more than also promote i

the very start a company toays of workingstressed.

olling the orgaIt tries to bu

ce to exchangeg clear goals wits and general

the actual services, customer

(3 Marks)

vestments. diversified eir market

ts or SBUs pid growth

der and a (4 Marks)

t obstacles

embers to

ve ideas,

t them for faction. It e dramatic

originally nnovation

or end of o embrace g, and will

anization’s ild on the

e rewards, ith explicit ly seek to

(c) Sor

Conc• S

tbt

• Iu

10. (a) Contras

Typ

1. NewBusies

2. NatuDiveation

3. Linkto exisbusi

(b) Disting

1. Idengoal

2. Idenfunc

3. Ascefuncactiv

4. Iden& inrequ

5. Drafprog

S1. Life

Syst2. Info

requ3. Info

4. Data

5. SupMod

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13

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14

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15

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