CPE Quiz #
79
Based on Information Systems Control Journal Volume 4, 2001
A passing score of 75 percent qualifies for one (1) hour of CISA/CISM/CGEIT Continuing Professional Education (CPE) Credit
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Ross Article1. Testing information security parameters using penetration testing is advocated by the author because it can point out obvious flaws, detect vulnerabilities that may not be identified during cursory examination, and identify seemingly hidden weaknesses that could cause significant repercussions if exploited.
Balcazar Article2. Customer relationship management (CRM) systems can tailor marketing content and recommendations based on address, previous purchases and profile affinity with other customers' habits.
3. CRM systems can touch customers through different devices and instruments, such as the web, phones, pagers, e-mails, faxes, ATMs and refrigerators.
4. Timing is a key success factor for CRM audits, because it is important to review all relevant controls at a single checkpoint before conversion for the sake of efficiency and audit effectiveness.
5. Discussions with salespeople and sales supervisors are a key part of a CRM audit.
6. The author recommends key performance indicators in a CRM audit that include assessment of customers in the CRM program, customer satisfaction, lead closure rate, market share, frequency of customer updates and others.
Johnson Article7. Delivery of a document is considered one of the more complex technical tasks in an SAP e-commerce process.
8. Walking the business process needs to look at security and business process integrity while understanding business decisions associated with SAP e-commerce processes.
9. RoseattaNet is the de facto standard for formatting, delivering and sharing SAP documents in an e-commerce implementation.
McLaughlin and Erickson Article10. Upside risk related to a CRM implementation includes theft of credit card information, unavailable web content or service interruptions.
11. Downside risk related to a CRM implementation includes declining customer service levels, misdirected marketing campaigns or low conversion on customer sales opportunities.
12. Key performance indicators related to a CRM implementation include: ROI on marketing expenditures, product offerings, customer acquisition costs, order frequency and size, costs per customer service representative and others.
Ward Article13. CRM trends cited in the article include increasing customer expectations, decreasing complexity due to information systems, mass production and governance for customer relationships.
14. Mobile, wireless technologies are among the fastest growing methods of customer communications.
Pang Article15. ERP systems, such as SAP and Oracle, have a long history of being implemented within the US government, including NASA's Jet Propulsion Lab (JPL), the National Security Agency (NSA) and the Internal Revenue Service (IRS).
16. ERP success stories in the private sector include General Motors, Boeing, Volkswagen and Whirlpool.
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