NMIMS Semester 4 April 2025 ITSM Assignments
Business: Ethics, Governance & Risk
Q1. “Business should conduct and govern themselves with integrity, and in a manner that is ethical, transparent and accountable” (Principle 1). Prepare an executive summary (in your own words) based on the disclosures given under Essential Indicators and Leadership Indicators, to showcase how the company is delivering on this principle from the Business Responsibility & Sustainability Report – 2023-24 (BRSR) of a company of your choice. You will find this report under Director’s Report section. Please select any ONE company that is listed as Large Cap. For this selection you must refer to the NSE’s Nifty 50 list by market cap. It is required that you include the name of the company in the brief introduction at the beginning. You must also go through the website of the company as well as its sustainability report, if available in public domain for relevant information on Principle 1. DO NOT copy paste.
Q2. Go through the ‘Management Discussion & Analysis’ section under the Director’s Report in the annual report (FY2023-24) of the company selected in question1 and prepare an executive summary (in your own words) on the following two topics:
Opportunities and threat
Internal control systems & their adequacy
You must mention the name of the company. DO NOT copy paste.
Q3. As Head of Sales in a medium size consumer durables company selling cooling systems and air conditioners you have just bagged a Rs 75 lac worth of order from an out-of-town company, (their first order with you). The purchase executive of the client company agrees to confirm the order on the condition that you will agree to pay for his and his wife’s travel and stay in your city, while visiting your office for finalizing and signing of the contract.
3a. What do you think are the ethical dilemmas involved in this scenario?
3b. Describe the process you will adopt to resolve the dilemmas in this scenario?
Research Methodology
Q1. Samsung mobile phones have been facing a significant decline in market share over the past one year in India, despite the growing overall demand for Mobile Phones. The company’s sales have decreased by 12%, while competitors have seen a growth of 18% in the same period. This decline is affecting the company’s profitability and brand position in the market. This decline is occurring despite an overall increase in industry demand. The problem impacts the company’s profitability, brand strength, and market position. Which type of research study is above and what can be the research questions for this study? Explain which research design you will follow and why?
Q2. You are working in the HR department of Havells India; who have 15 state-of-the- art manufacturing plants spread across 8 locations in India. You have to study the relationship of Annual Increment (three levels 5%, 8% and 10%) and employee productivity (in units). Explain the design of experiment, independent, dependent and extraneous variable (assume any) for the study. What can be the potential threat to internal and external validity in this experiment?
Q3. In recent years, the financial landscape has witnessed significant transformations driven by advances in technology and the widespread adoption of online banking platforms. The emergence of online banking has revolutionized the way consumers engage with banks. With the increasing adoption of digital banking channels, it is crucial to assess how traditional banking methods are affected in terms of customer behavior, service demand, Trust, Security, operational adjustments and the response to the socio-demography of consumers.
a. Develop a comprehensive research plan to compare customer satisfaction and service efficiency between online and offline banking.
b. Develop a Structured questionnaire for this study.
Digital Payments
Q1. Analyze the factors driving the widespread adoption of digital wallets among consumers and businesses, highlighting key benefits and functionalities they offer. Evaluate the potential challenges and risks associated with the use of digital wallets and Discuss strategies to mitigate these challenges and enhance the trustworthiness and resilience of digital wallet systems.
Q2. Analyze the factors contributing to the rise of Bitcoin as a decentralized digital currency. Assess the potential benefits and challenges of Bitcoin’s integration into the traditional financial landscape. Discuss the key technological innovations that underpin Bitcoin’s decentralized nature, including blockchain technology and cryptographic principles.
A local bakery has decided to implement digital payment options alongside its traditional cash-based transactions to accommodate changing consumer preferences and enhance convenience for its customers.
a) Assess the factors influencing the local bakery’s decision to adopt digital payments. Analyze the potential benefits and challenges associated with integrating digital payment solutions into the bakery’s operations.
b) Investigate how the introduction of digital payment options affects transaction volume, average transaction value, and customer retention. Discuss strategies the bakery can employ to maximize the benefits of digital payments while mitigating any challenges or risks
IT Security and Risk Management
Q1. What is the definition of Information Security, and how does it encompass the principles of confidentiality, integrity, and availability (commonly known as the CIA triad)? Why is maintaining information security critical in various industries and environments, such as business, healthcare, government, and education? Discuss the potential risks and consequences when one or more aspects of the CIA triad are compromised, providing specific examples or scenarios where these principles play a crucial role in protecting sensitive information and ensuring organizational resilience. Also explain how best practices in information security can help organizations mitigate threats, safeguard data, and maintain operational continuity.
Q2. Imagine you’re a cybersecurity consultant tasked with improving the access control system for a multinational corporation. In this scenario, the company operates in multiple regions with diverse workforce demographics, including remote employees, contractors, and on-site staff. Your objective is to enhance the existing access control mechanisms to ensure robust security while accommodating the organization’s dynamic environment. Describe the identification and authentication techniques you would recommend for this scenario. Provide examples of specific authentication methods, such as passwords, biometrics, multifactor authentication (MFA), and single sign-on (SSO), and explain their suitability in different usage scenarios within the corporation. Additionally, discuss any potential challenges or limitations associated with implementing these techniques on a large scale and propose strategies to address them effectively.
Q3. You are a cybersecurity analyst working for a major financial institution that has experienced several security incidents in recent months. The incidents include unauthorized access to sensitive customer information, distributed denial-of-service (DDoS) attacks, and malware infections that have caused significant operational disruptions. In this scenario, you are tasked with preparing a report for the company’s executive team, explaining the differences between security threats, attacks, and vulnerabilities.
a) Describe the common types of security threats and attacks that can affect a financial institution like yours, outlining their potential impacts on data confidentiality, integrity, and availability. Provide examples of specific threats such as phishing, ransomware, DDoS, SQL injection, and insider threats.
b) Explain how these threats differ from vulnerabilities, and why understanding the distinction is critical for effective cybersecurity strategy. Highlight typical sources of vulnerabilities, like outdated software, misconfigurations, or weak access controls, and describe how vulnerabilities can be exploited by various security threats and attacks. Conclude your report with recommendations for mitigating these threats, addressing vulnerabilities, and strengthening the organization’s overall security posture.
Managing Business Process Outsourcing
1. As the project manager at Pioneer Inc. which is a Insurance company in USA, you are tasked with identifying an off-shore BPO provider to handle the company’s back office operations. What critical checks would you perform during the due diligence process, and how would you gather the necessary information to ensure an informed decision?
2. TechNova Solutions, a mid-sized IT firm, is planning to expand its operations globally. To support this growth, the company aims to develop a capability sourcing strategy that ensures optimal allocation of resources, cost efficiency, and access to specialized skills. The leadership team is debating between in-house development, outsourcing, and forming strategic partnerships.
As a consultant, analyze the key factors TechNova should consider while designing its capability sourcing strategy. Provide recommendations based on their goal of sustainable growth and competitiveness.
3. Background:
XYZ Retail, a leading e-commerce company headquartered in the United States, has revolutionized online shopping with its customer-centric approach, competitive pricing, and wide range of product offerings. Over the past five years, the company has expanded its operations to several countries across North America, Europe, and Asia, resulting in exponential growth in revenue and customer base. However, this rapid expansion has led to increasing operational complexities, higher overhead costs, and challenges in managing non-core functions such as customer support, payroll processing, and data entry.
The Challenge:
To focus on its core business strategies and improve efficiency, XYZ Retail has decided to outsource these non-core processes to a Business Process Outsourcing (BPO) provider. The goal is to achieve cost optimization, streamline operations, and enhance customer satisfaction while ensuring compliance with international regulations and data security standards.
The Options:
After extensive market research, XYZ Retail shortlisted three potential BPO providers:
Provider A:
o A global leader in BPO services with over 20 years of industry experience.
o Proven expertise in managing large-scale operations for Fortune 500 clients.
o High focus on quality assurance, data security, and compliance.
o Service costs are 30% higher than competitors due to premium offerings.
Provider B:
o A mid-sized BPO provider with 10 years of experience.
o Strong reputation for customer service and quick adaptability to client needs.
o Competitive pricing with flexible service packages.
o Limited scalability and fewer global delivery centers.
Provider C:
O A new entrant in the BPO market, leveraging cutting-edge technologies such as AI and automation.
o Aggressive pricing strategy, with costs nearly 40% lower than Provider A.
o Potential for innovation-driven efficiency gains.
O Limited track record and concerns over operational reliability and compliance.
The Decision Process:
XYZ Retail’s leadership team is divided on the selection of the BPO partner. Some members advocate for Provider A, citing its reliability and proven expertise, while others prefer the cost-effectiveness and customer-centric approach of Provider B. A few are intrigued by Provider C’s innovative solutions but remain cautious about the risks of partnering with a new player in the market.
To make an informed decision, the leadership team has outlined the following evaluation criteria:
Cost Efficiency: Balancing cost savings with service quality.
Operational Excellence: Assessing the provider’s ability to handle high volumes
while maintaining accuracy.
Technology Integration: Compatibility with XYZ Retail’s existing systems and the ability to innovate.
Scalability: Capacity to support XYZ Retail’s growth trajectory.
Cultural Fit: Alignment with the company’s values and customer-first philosophy.
Risk Management: Data security, compliance, and operational reliability.
Your Task:
As the project manager for this initiative, you are tasked with evaluating the shortlisted providers and recommending the best fit for XYZ Retail. The decision must align with the company’s strategic goals and address both immediate and long-term needs.
3a. Evaluate the potential risks of choosing each Provider A, B & C, and propose strategies to mitigate them
3b. Discuss the role of cultural fit and customer focus in selecting a BPO partner for a company like XYZ Retail.
