| 1. A development team in a financial organization needs to help create and deliver a product that will be used by employees to ensure compliance with a new set of regulatory controls. What should they do FIRST? |
| A. Understand the project methodologies used in the organization B. Review how the service desk will use knowledge management C. Decide which tools will be used to store records of work D. Assess the skills and competences of the relevant IT staff |
| (4) D |
| 2. An organization is planning a large organizational transformation to prepare for next year. It is important to ensure that during the change and after it is complete, the organization has optimal workforce capacity and expertise. Which is the BEST approach for the workforce planning? |
| A. The workforce planning should identify the roles and associated knowledge that keep the organization functioning during and after the transformation B. The workforce planning should be postponed until the transformation is finished, and then identify the roles and associated knowledge that will keep the organization functioning C. The workforce planning should be focused on identifying the roles and competencies that are needed, until the transformation starts D. The workforce planning should identify the need for the workforce capacity to get the transformation done; skills and competencies are less important at the time of change |
| (11) A |
| 3. A service support agent adjusts support actions following a call from a frustrated user. Which concept is demonstrated by this behaviour? |
| A. Team culture B. Employee satisfaction management C. Customer orientation D. Positive communication |
| (15) D |
| 4. An organization has launched a new service and has mistakenly assumed that the service desk staff are aware of the change and are ready to support the new service. What would have helped to avoid this situation? |
| A. A collaborative culture B. Integrated service management toolsets C. CI/CD D. Customer orientation |
| (19) A |
| 5. An organization is changing its approach to creating new services. To make it a more collaborative and user-focused approach it has decided that one of its key priorities will be to understand how the service might be used. Which step in design thinking would MOST contribute to this? |
| A. Ideate B. Test C. Empathize D. Define |
| (24) C |
| 6. Which is the BEST organizational context for the introduction of the swarming method? |
| A. An organization is focused on measuring unit costs of work, and needs to understand the costs allocated to each support team to improve efficiency B. An organization likes to measure and evaluate the contributions of individual employees to encourage accountability for actions C. An organization relies on the efforts of a few individuals who work beyond their contracted duties and have strong opinions on how work should be done D. An organization has a matrix structure, with cross-functional reporting lines and employees with multiple skill sets |
| (26) D |
| 7. An organization has introduced targets to increase the productivity of employees and to improve regulatory compliance. When prioritizing incidents, which type of techniques should be used? |
| A. Techniques based on resource availability or quality B. Techniques based on economic or financial factors C. Techniques based on age of work items D. Techniques based on source or type of demand |
| (28) A |
| 8. Which concept is PRIMARILY concerned with the dynamics of groups of people working together and their commitment to interacting with each other to achieve shared goals? |
| A. Employee satisfaction measurement B. Organizational structure C. Customer orientation D. Team culture |
| (30) D |
| 9. Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working? |
| A. Organizational structure B. Employee satisfaction measurement C. Customer orientation D. The value of positive communications |
| (35) A |
| 10. An organization has struggled to implement an effective continual improvement culture. Improvement activities are implemented when they are needed, and some teams are more committed to continual improvement than others. Which is the BEST example of how the organization could improve its continual improvement culture? |
| A. Create a system in which all IT staff are able to log and track their improvement ideas B. Arrange for senior managers to have frequent meetings to work on improvement activities C. Focus improvement activities on products and services that are critical for the business D. Enable stakeholders, including staff, to experiment with new ideas without fear of criticism |
| (36) B |