SOLUTION AND ANSWER GUIDE
SYSTEMS ANALYSIS AND DESIGN
13TH EDITION
CHAPTER 01: INTRODUCTION TO SYSTEMS ANALYSIS & DESIGN
TABLE OF CONTENTS
Review Questions
Discussion Topics
Hands-On Projects
Ethical Issues
Activity Rubric
REVIEW QUESTIONS
1. What is information technology, and why is it important to society?
Solution Guidance: Information technology (IT) combines hardware, software, and services people use to
manage, communicate, and share information. More than ever, business success depends on information
technology. The headlines in Figure 1-1 offer dramatic examples of how information technology issues
such as data privacy, mobile devices, and social media affect our society. We live in a world where we can
be traced, analyzed, and surveilled without our knowledge. This raises many important questions, such as
securing personal data while providing useful functionality and business value.
2. What are the five main components of an information system?
Solution Guidance: An information system has five key components, as shown in Figure 1-4: hardware,
software, data, processes, and people.
3. Explain how ridesharing services such as Uber and Lyft disrupt traditional taxicab business models.
Solution Guidance: Business today is being shaped by three major trends: rapidly increasing globalization,
technology integration for seamless information access across a wide variety of devices such as laptops and
smartphones, and the rapid growth of cloud-based computing and software services. The immense power of
the Internet is driving these trends.
Ridesharing services such as Uber and Lyft disrupt traditional taxicab business models through
disintermediation: connecting drivers directly to customers and bypassing the traditional dispatch service.
They are also disrupting the old-fashioned limitation on who can drive a taxicab (medallion owners) to
allow anyone with a car and who wants to earn some extra money to do so, all via mobile apps and cloud-
based technology.
4. Describe the business profile of a home improvement store like Home Depot or Lowe’s and how it is used.
, Solution Guidance: A business profile is an overview of a company’s mission, functions, organization,
products, services, customers, suppliers, competitors, constraints, and future direction. Although much of
this information is readily available, a systems analyst must do additional research and fact-finding to fill
out missing or incomplete information. A business profile is the starting point for the modeling process. A
systems analyst can describe and simplify an information system by using a set of business models and
business process models. Students should be able to understand the business of home improvement stores,
supply the basic information, and fill in the details.
5. What are the seven types of information systems used in business?
Solution Guidance: The seven types of information systems used in business are enterprise computing
systems, transaction processing systems, business support systems, knowledge management systems, user
productivity systems, digital assistants, and systems integration.
6. What types of information are needed by the four organizational levels common to many businesses?
Solution Guidance: A typical organizational model identifies business functions and organizational levels,
as shown in Figure 1-17. A systems analyst must understand the company’s organizational model to
recognize who is responsible for specific processes and decisions and know what information is required by
whom.
Top managers develop long-range, strategic plans defining the company’s mission and goals. To plot a
future course, top managers ask questions such as “How much should the company invest in information
technology?”, “How much will Internet sales grow in the next five years?”, or “Should the company build
new factories or contract out production functions?” Top managers focus on the overall business enterprise
and use IT to set the company’s course and direction. To develop a strategic plan, top managers also need
information from outside the company, such as economic forecasts, technology trends, competitive threats,
and governmental issues.
Most companies have a layer of middle managers and knowledge workers just below the top management
level. Middle managers provide direction, necessary resources, and performance feedback to supervisors
and team leaders. Because they focus on a shorter time frame, middle managers need more detailed
information than top managers but slightly less than supervisors overseeing day-to-day operations.
Knowledge workers include systems analysts, programmers, accountants, researchers, trainers, human
resource specialists, and other professionals. Knowledge workers also use business support systems,
knowledge management systems, and user productivity systems. Knowledge workers provide support for
the organization’s essential functions. Just as a military unit requires logistical support, a successful
company needs knowledge workers to accomplish its mission.
Often called team leaders, supervisors oversee operational employees and carry out day-to-day functions.
They coordinate operational tasks and people, make necessary decisions, and ensure the right tools,
materials, and training are available. Like other managers, supervisors and team leaders need decision
support information, knowledge management systems, and user productivity systems to carry out their
responsibilities.
Operational employees include users who rely on transaction processing systems to enter and receive data
they need to perform their jobs. In many companies, operational users also need information to handle tasks
and make decisions previously assigned to supervisors.
7. Compare three systems development methods.
, Solution Guidance: Many options exist for developing information systems, but the most popular
alternatives are structured analysis, which is a traditional method that still is widely used; object-oriented
(O-O) analysis, which is a more recent approach that many analysts prefer; and agile methods, which
include the latest trends in software development. Table 1-1 provides an overview of the three methods.
8. Name the tools that enable a systems analyst to develop, manage, and maintain large-scale information
systems.
Solution Guidance: All systems development methods must be supported by tools to enable the systems
analyst to develop, manage, and maintain large-scale information systems. These tools go by various
names, including application lifecycle management (ALM), also called product lifecycle management
(PLM); integrated development environments (IDE); and computer-aided systems engineering (CASE),
also called computer-aided software engineering. CASE tools provide a framework for systems
development and support various design methodologies, including structured and object-oriented analyses.
9. Summarize the seven main functions of the IT department.
Solution Guidance: The IT department develops and maintains information systems. In addition, the IT
group provides technical support, which includes seven main functions: application development, systems
support and security, user support, database administration, network administration, web support, and
quality assurance. These functions overlap considerably and often have different names in different
companies.
10. What are the roles and responsibilities of a systems analyst in a modern business?
Solution Guidance: A systems analyst investigates, analyzes, designs, develops, installs, evaluates, and
maintains a company’s information systems. To perform those tasks, a systems analyst constantly interacts
with users and managers within and outside the company. In addition, a systems analyst helps develop IT
systems that support business requirements. To succeed, analysts often must act as translators. For example,
when describing business processes to programmers, systems analysts must speak a language they will
understand clearly. Typically, the analyst builds models, diagrams, and decision tables and uses other
descriptive tools and techniques. Similarly, when communicating with managers, the analyst often must
translate complex technical issues into words and images that nontechnical people can grasp. The analyst uses
various presentation skills, models, and communication methods to do this.
Analysts are often the company’s best line of defense against an IT disaster—a system that is technically sound
but fails because it does not meet the needs of users and managers. When this occurs, poor communication is
usually to blame. For an analyst, the most valuable skill is the ability to listen. An effective analyst will involve
users in every step of the development process and listen carefully to what they have to say. Then, as the process
continues, the analyst will seek user feedback and comments. This input can provide a valuable early warning
system for projects that might otherwise go off track.
DISCUSSION TOPICS
1. Some experts believe that the growth in e-commerce will cause states and local governments to lose tax
revenue unless Internet transactions are subject to sales tax. What is one argument that supports this view
and one that opposes it?
Solution Guidance: This issue has sparked substantial differences of opinion among national and state
leaders, consumer advocacy groups, and trade associations whose members offer online sales and services.
Those who believe that Internet transactions should not be taxed often point to other sales channels, such as
mail-order firms that conduct no physical operations within a state or locality, and therefore do not collect
sales tax. Should the Internet be treated differently? Opponents of a tax-free Internet often cite the impact
on local and state government and suggest that all channels should operate on a level playing field. You
, might ask your students to research and debate this issue. Also, follow this topic as news occurs during the
course.
2. When team members are geographically dispersed, communication becomes more challenging. Explain
how groupware can increase user productivity in this context.
Solution Guidance: Companies provide employees at all levels with technology that improves
productivity. User productivity systems include groupware, which enables users to share data, collaborate
on projects, and work in teams—irrespective of where they are physically located. One popular groupware
product is Slack, shown in Figure 1-14. Slack provides common app integration and unified
communication channels for distributed teams.
3. Under what circumstances should a systems analyst recommend an agile methodology over structured
development or object-oriented analysis?
Solution Guidance: Although most projects utilize one approach, it is common for system developers to
mix and match methods to gain a better perspective. In addition to the three main development methods,
some organizations develop in-house approaches or use techniques offered by software suppliers, tool
vendors, or consultants. Many alternatives exist, and IT experts agree that no single development method is
best in all cases. An approach that works well for one project might have disadvantages or risks in another
situation. The important thing is to understand the various methods and the strengths and weaknesses of
each approach.
Although agile methods have become popular, analysts should recognize that these approaches have
advantages and disadvantages. By their nature, agile methods can allow developers to be much more
flexible and responsive but can be riskier than more traditional methods. For example, without a detailed
set of system requirements, certain features requested by some users might not be consistent with the
company’s larger game plan.
Other potential disadvantages of agile methods include weak documentation, blurred lines of
accountability, and too little emphasis on the larger business picture. Also, unless properly implemented, a
long series of iterations might actually add to project cost and development time. The bottom line is that
systems analysts should understand the pros and cons of any approach before selecting a development
method for a specific project.
4. Should the IT director report to the company president or someone else? Does it matter?
Solution Guidance: No clear organizational pattern exists. Perhaps the strongest case for having the IT
department report to the president is that information technology is a vital corporate asset and should not be
“owned” by a particular department or function. IT can significantly impact profitability and deserves equal
attention from the top executive.
However, not everyone agrees with this view, and many would argue that IT should report to the chief
financial officer because financial functions require the most IT support. Also, the operation of the IT
department represents a considerable expense for most companies, and the chief financial officer probably
is in the best position to monitor and control this expense.
5. Rapid advancements in areas such as machine learning and predictive analytics in data science are affecting
the daily operations of many IT departments. What should a systems analyst do to stay current?
Solution Guidance: The demand for systems analysts is expected to remain strong. Systems analysts need
to track trends in information technology because technological changes affect business operations, career
opportunities, and enterprise strategies. For example, many big data developments drive information
technology trends that the systems analyst must follow to stay current.
SYSTEMS ANALYSIS AND DESIGN
13TH EDITION
CHAPTER 01: INTRODUCTION TO SYSTEMS ANALYSIS & DESIGN
TABLE OF CONTENTS
Review Questions
Discussion Topics
Hands-On Projects
Ethical Issues
Activity Rubric
REVIEW QUESTIONS
1. What is information technology, and why is it important to society?
Solution Guidance: Information technology (IT) combines hardware, software, and services people use to
manage, communicate, and share information. More than ever, business success depends on information
technology. The headlines in Figure 1-1 offer dramatic examples of how information technology issues
such as data privacy, mobile devices, and social media affect our society. We live in a world where we can
be traced, analyzed, and surveilled without our knowledge. This raises many important questions, such as
securing personal data while providing useful functionality and business value.
2. What are the five main components of an information system?
Solution Guidance: An information system has five key components, as shown in Figure 1-4: hardware,
software, data, processes, and people.
3. Explain how ridesharing services such as Uber and Lyft disrupt traditional taxicab business models.
Solution Guidance: Business today is being shaped by three major trends: rapidly increasing globalization,
technology integration for seamless information access across a wide variety of devices such as laptops and
smartphones, and the rapid growth of cloud-based computing and software services. The immense power of
the Internet is driving these trends.
Ridesharing services such as Uber and Lyft disrupt traditional taxicab business models through
disintermediation: connecting drivers directly to customers and bypassing the traditional dispatch service.
They are also disrupting the old-fashioned limitation on who can drive a taxicab (medallion owners) to
allow anyone with a car and who wants to earn some extra money to do so, all via mobile apps and cloud-
based technology.
4. Describe the business profile of a home improvement store like Home Depot or Lowe’s and how it is used.
, Solution Guidance: A business profile is an overview of a company’s mission, functions, organization,
products, services, customers, suppliers, competitors, constraints, and future direction. Although much of
this information is readily available, a systems analyst must do additional research and fact-finding to fill
out missing or incomplete information. A business profile is the starting point for the modeling process. A
systems analyst can describe and simplify an information system by using a set of business models and
business process models. Students should be able to understand the business of home improvement stores,
supply the basic information, and fill in the details.
5. What are the seven types of information systems used in business?
Solution Guidance: The seven types of information systems used in business are enterprise computing
systems, transaction processing systems, business support systems, knowledge management systems, user
productivity systems, digital assistants, and systems integration.
6. What types of information are needed by the four organizational levels common to many businesses?
Solution Guidance: A typical organizational model identifies business functions and organizational levels,
as shown in Figure 1-17. A systems analyst must understand the company’s organizational model to
recognize who is responsible for specific processes and decisions and know what information is required by
whom.
Top managers develop long-range, strategic plans defining the company’s mission and goals. To plot a
future course, top managers ask questions such as “How much should the company invest in information
technology?”, “How much will Internet sales grow in the next five years?”, or “Should the company build
new factories or contract out production functions?” Top managers focus on the overall business enterprise
and use IT to set the company’s course and direction. To develop a strategic plan, top managers also need
information from outside the company, such as economic forecasts, technology trends, competitive threats,
and governmental issues.
Most companies have a layer of middle managers and knowledge workers just below the top management
level. Middle managers provide direction, necessary resources, and performance feedback to supervisors
and team leaders. Because they focus on a shorter time frame, middle managers need more detailed
information than top managers but slightly less than supervisors overseeing day-to-day operations.
Knowledge workers include systems analysts, programmers, accountants, researchers, trainers, human
resource specialists, and other professionals. Knowledge workers also use business support systems,
knowledge management systems, and user productivity systems. Knowledge workers provide support for
the organization’s essential functions. Just as a military unit requires logistical support, a successful
company needs knowledge workers to accomplish its mission.
Often called team leaders, supervisors oversee operational employees and carry out day-to-day functions.
They coordinate operational tasks and people, make necessary decisions, and ensure the right tools,
materials, and training are available. Like other managers, supervisors and team leaders need decision
support information, knowledge management systems, and user productivity systems to carry out their
responsibilities.
Operational employees include users who rely on transaction processing systems to enter and receive data
they need to perform their jobs. In many companies, operational users also need information to handle tasks
and make decisions previously assigned to supervisors.
7. Compare three systems development methods.
, Solution Guidance: Many options exist for developing information systems, but the most popular
alternatives are structured analysis, which is a traditional method that still is widely used; object-oriented
(O-O) analysis, which is a more recent approach that many analysts prefer; and agile methods, which
include the latest trends in software development. Table 1-1 provides an overview of the three methods.
8. Name the tools that enable a systems analyst to develop, manage, and maintain large-scale information
systems.
Solution Guidance: All systems development methods must be supported by tools to enable the systems
analyst to develop, manage, and maintain large-scale information systems. These tools go by various
names, including application lifecycle management (ALM), also called product lifecycle management
(PLM); integrated development environments (IDE); and computer-aided systems engineering (CASE),
also called computer-aided software engineering. CASE tools provide a framework for systems
development and support various design methodologies, including structured and object-oriented analyses.
9. Summarize the seven main functions of the IT department.
Solution Guidance: The IT department develops and maintains information systems. In addition, the IT
group provides technical support, which includes seven main functions: application development, systems
support and security, user support, database administration, network administration, web support, and
quality assurance. These functions overlap considerably and often have different names in different
companies.
10. What are the roles and responsibilities of a systems analyst in a modern business?
Solution Guidance: A systems analyst investigates, analyzes, designs, develops, installs, evaluates, and
maintains a company’s information systems. To perform those tasks, a systems analyst constantly interacts
with users and managers within and outside the company. In addition, a systems analyst helps develop IT
systems that support business requirements. To succeed, analysts often must act as translators. For example,
when describing business processes to programmers, systems analysts must speak a language they will
understand clearly. Typically, the analyst builds models, diagrams, and decision tables and uses other
descriptive tools and techniques. Similarly, when communicating with managers, the analyst often must
translate complex technical issues into words and images that nontechnical people can grasp. The analyst uses
various presentation skills, models, and communication methods to do this.
Analysts are often the company’s best line of defense against an IT disaster—a system that is technically sound
but fails because it does not meet the needs of users and managers. When this occurs, poor communication is
usually to blame. For an analyst, the most valuable skill is the ability to listen. An effective analyst will involve
users in every step of the development process and listen carefully to what they have to say. Then, as the process
continues, the analyst will seek user feedback and comments. This input can provide a valuable early warning
system for projects that might otherwise go off track.
DISCUSSION TOPICS
1. Some experts believe that the growth in e-commerce will cause states and local governments to lose tax
revenue unless Internet transactions are subject to sales tax. What is one argument that supports this view
and one that opposes it?
Solution Guidance: This issue has sparked substantial differences of opinion among national and state
leaders, consumer advocacy groups, and trade associations whose members offer online sales and services.
Those who believe that Internet transactions should not be taxed often point to other sales channels, such as
mail-order firms that conduct no physical operations within a state or locality, and therefore do not collect
sales tax. Should the Internet be treated differently? Opponents of a tax-free Internet often cite the impact
on local and state government and suggest that all channels should operate on a level playing field. You
, might ask your students to research and debate this issue. Also, follow this topic as news occurs during the
course.
2. When team members are geographically dispersed, communication becomes more challenging. Explain
how groupware can increase user productivity in this context.
Solution Guidance: Companies provide employees at all levels with technology that improves
productivity. User productivity systems include groupware, which enables users to share data, collaborate
on projects, and work in teams—irrespective of where they are physically located. One popular groupware
product is Slack, shown in Figure 1-14. Slack provides common app integration and unified
communication channels for distributed teams.
3. Under what circumstances should a systems analyst recommend an agile methodology over structured
development or object-oriented analysis?
Solution Guidance: Although most projects utilize one approach, it is common for system developers to
mix and match methods to gain a better perspective. In addition to the three main development methods,
some organizations develop in-house approaches or use techniques offered by software suppliers, tool
vendors, or consultants. Many alternatives exist, and IT experts agree that no single development method is
best in all cases. An approach that works well for one project might have disadvantages or risks in another
situation. The important thing is to understand the various methods and the strengths and weaknesses of
each approach.
Although agile methods have become popular, analysts should recognize that these approaches have
advantages and disadvantages. By their nature, agile methods can allow developers to be much more
flexible and responsive but can be riskier than more traditional methods. For example, without a detailed
set of system requirements, certain features requested by some users might not be consistent with the
company’s larger game plan.
Other potential disadvantages of agile methods include weak documentation, blurred lines of
accountability, and too little emphasis on the larger business picture. Also, unless properly implemented, a
long series of iterations might actually add to project cost and development time. The bottom line is that
systems analysts should understand the pros and cons of any approach before selecting a development
method for a specific project.
4. Should the IT director report to the company president or someone else? Does it matter?
Solution Guidance: No clear organizational pattern exists. Perhaps the strongest case for having the IT
department report to the president is that information technology is a vital corporate asset and should not be
“owned” by a particular department or function. IT can significantly impact profitability and deserves equal
attention from the top executive.
However, not everyone agrees with this view, and many would argue that IT should report to the chief
financial officer because financial functions require the most IT support. Also, the operation of the IT
department represents a considerable expense for most companies, and the chief financial officer probably
is in the best position to monitor and control this expense.
5. Rapid advancements in areas such as machine learning and predictive analytics in data science are affecting
the daily operations of many IT departments. What should a systems analyst do to stay current?
Solution Guidance: The demand for systems analysts is expected to remain strong. Systems analysts need
to track trends in information technology because technological changes affect business operations, career
opportunities, and enterprise strategies. For example, many big data developments drive information
technology trends that the systems analyst must follow to stay current.
