| 1. What form of organizational structure arranges resources based on control, lines of authority or technical domain? |
| A. Functional structure B. Divisional structure C. Matrix structure D. Flat structure |
| A (1.1a) |
| 2. Which is the BEST example of team collaboration? |
| A. Working with others to achieve individual goals B. Implementing technology to facilitate communication between team members C. Working together to achieve a shared organizational objective D. Aligning the goals and KPIs of all individuals and groups |
| C (1.1b) |
| 3. What is ESSENTIAL for effective collaboration between two teams? |
| A. Each team helping the other to meet their goals B. Both teams cooperating by sharing information C. A high level of trust between the teams D. Both teams having suitable technology to support working together |
| C (1.1b) |
| 4. Which competency profile is required by an individual who has been asked to motivate others to adopt the new ways of working required to support the organization's goals? |
| A. Administrator B. Leader C. Coordinator/communicator D. Technical expert |
| B (1.1c) |
| 5. Which will help create a good team culture? |
| A. Minimizing the number of team meetings to increase focus on individual productivity in specialist areas B. Discouraging informal teams to ensure that shared organizational goals are met C. Ensuring team members understand their roles and how they fit with the organization's objectives D. Focusing on building team member's specialism to minimize confusion over cross-functional roles |
| C (1.1d) |
| 6. Which statement about employee surveys is CORRECT? |
| A. They are intended to be conducted across an entire organization B. They are typically conducted annually C. They are conducted at several levels formally and informally D. They can only be conducted electronically so have limited application |
| C (1.1f) |
| 7. Which concept is concerned with creating good working relationships with other people by considering their intellectual and emotional needs? |
| A. Employee satisfaction measurement B. The value of positive communications C. Organizational structure D. Automated interactions |
| B (1.1g) |
| 8. Which focuses on listening to and acknowledging customers and their needs? |
| A. Positive communications B. Shift-left C. Information model D. CI/CD |
| A (1.1g) |
| 9. How does an information model provide value to an organization? |
| A. By automating repetitive and mundane tasks B. By creating a shared understanding of how data is created and used by the organization C. By reducing reporting lines within an organization D. By creating an understanding of how well the organization is meeting the needs of staff |
| B (1.1h) |
| 10. What is a challenge when applying a 'shift-left' approach? |
| A. Persuading service desk staff to escalate incidents to 2nd-line support teams B. Ensuring that staff have the necessary skills to perform the new activities given to them C. Moving testing activities to later stages in the pipeline D. Increasing the variety of tasks and projects for all team members |
| B (1.2) |
| 11. Which step in building a 'shift-left' approach involves the activities of communicating the benefits to stakeholders, and sharing the approach with them? |
| A. Identify shift-left opportunities and goals B. Clarify the costs and benefits of improvement C. Set up the improvement initiative D. Set targets |
| C (1.2) |
| 12. An organization has decided to move some of its testing activities to earlier phases in the software development lifecycle. Which concept has the organization applied? |
| A. Shift-left B. Robotic process automation C. Service integration and management D. Integration and data sharing |
| A (1.2) |
| 13. Which approach enables a greater proportion of incidents to be resolved by frontline staff, rather than by second-line staff? |
| A. Shift-left B. Service integration and management C. Employee satisfaction measurement D. Results-based measuring and reporting |
| A (1.2) |
| 14. Which is part of applying the 'shift-left' approach? |
| A. Identifying opportunities to reduce testing B. Moving defect detection tasks to the end of the lifecycle C. Merging highly interdependent tasks D. Reducing the skills and knowledge required |
| C (1.2) |
| 15. An organization is working with its partners to develop a proof of concept for a new service. The proof of concept will enable the organization to collect fast feedback from the customer and to verify the customer's requirements. Which concept is being applied? |
| A. Machine learning B. Workforce planning C. Integration and data sharing D. Shift-left |
| D (1.2) |
| 16. A start-up organization has introduced new ways of working in its projects. Project team members are now encouraged to give feedback on actions rather than people to establish a 'no-blame' culture, and to ensure that communication is honest and respectful. Which concept has been applied by the start-up? |
| A. Workforce talent and management B. Collaboration C. Shift-left D. Employee satisfaction management |
| B (1.3a) |
| 17. An organization manages the support of its services by using established procedures. However, there have been many complaints from support staff that these established procedures prevent them from being creative when resolving complex incidents. Which approach would help to improve this situation? |
| A. Machine learning B. Shift-left C. Algorithmic tasks D. Heuristic tasks |
| D (1.3a) |
| 18. A service provider is planning to provide a new set of cloud based hosting services to external users. The service provider is developing a workforce planning strategy and has already identified: • the emerging technologies required by the hosting services • the leadership and organizational changes required Which other consideration should be included in the strategy? |
| A. Design the infrastructure components required for the hosting service and identify potential suppliers B. Plan a new staff structure and appoint managers with knowledge and experience of hosting services C. Identify the skills and knowledge of the potential users of the cloud service and plan training sessions D. Create role profiles for new staff including required skills and knowledge sets to enable recruitment |
| D (1.3b) |
| 19. An organization has reviewed the way it assesses the performance of its internal IT teams. It has decided that the IT teams need to be more focused on customers, and it has assigned the teams new targets to reflect this change. For example, the IT teams now have targets relating to the business impact caused by IT failures, and customer satisfaction with the IT teams' work and behaviour. Which approach is being demonstrated by these examples? |
| A. Service integration and management B. Managing work as tickets C. Results-based measuring and reporting D. Prioritization and demand management |
| C (1.3c) |
| 20. An organization measures the performance of its service desk staff by the number of incidents they resolve, and the average time taken to resolve incidents. Which is the BEST additional measurement for the service desk staff? |
| A. The average number of hours worked per month by each member of staff B. The average time taken for the IT organization to detect that an incident has occurred C. The quality of incident records completed by each member of staff D. The percentage of users who complete satisfaction surveys issued by the service desk |
| C (1.3c) |
| 21. An organization has set up an 'ideas' page on an internal website and is encouraging its employees to experiment with different working methods when they experience issues that prevent the achievement of outcomes. Which concept is involved in these changes? |
| A. Integration and data sharing B. Advanced analytics C. Team culture D. The culture of continual improvement |
| D (1.3d) |
| 22. An organization has established a continual improvement register and a simple process for collecting employee feedback. Over time, the organization has found that its employees have become hesitant to suggest improvements. Which is MOST LIKELY the reason for the employees' hesitation? |
| A. Unclear procedures for submitting ideas B. The lack of a reward system for submitting ideas C. The employees’ ideas have not resulted in the desired cost savings D. A lack of transparency into how ideas are reviewed and acted upon |
| D (1.3d) |
| 23. Which tool is MOST likely to be used to automate workflows, as well as communicate with stakeholders? |
| A. Robotic process automation B. Continuous integration and delivery/deployment C. Integrated service management toolset D. Reporting and advanced analytics |
| C (1.4a) |
| 24. What technology is PRIMARILY used to examine and transform data in order to make predictions and generate recommendations? |
| A. Robotic process automation B. Advanced analytics C. CI/CD D. Integrated service management toolsets |
| B (1.4c) |
| 25. Which is a key aspect of collaboration and workflow? |
| A. Understanding the complexity of data to assess if it will add value B. Ensuring that interactions are designed with an understanding of the human behaviour involved in each step C. Deciding on a model which can help an organization to manage and control its suppliers D. Designing surveys to baseline employee satisfaction and identify actions for improvement |
| B (1.4d) |
| 26. Which concept assists with the automation of processes which are repetitive, high-volume, and based on simple decision-making rules? |
| A. CI/CD B. Integration and data sharing C. Robotic process automation D. Results-based measuring and reporting |
| C (1.4e) |
| 27. What does the performance of a supervised machine-learning system depend on? |
| A. The quality of output data B. The quality of training C. Neural networks D. Dynamic baselining |
| B (1.4f) |
| 28. Which is a characteristic of CI/CD? |
| A. Linear development frameworks B. Long periods between releases C. Frequent changes of code for the production environment D. Tactical work which is reactive |
| C (1.4g) |
| 29. Which concept helps organizations to understand the structure of, and relationships between, their business and technology services? |
| A. Swarming B. An information model C. Shift-left D. Integration and data sharing |
| B (1.4h) |