| 1. Which TWO types of processes will benefit the MOST from using 'robotic process automation'? 1. Highly complex processes 2. Predictive processes 3. Rules-based processes 4. High volume processes |
| A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 |
| (1) C |
| 2. Which statement about 'information models' is CORRECT? |
| A. The level of detail recorded in 'information models' may vary between different business areas of the organization B. 'Information models' must be created using a standard structure and level of detail, common across the organization's industry C. Each technical specialist function in an organization is responsible for the creation and maintenance of its own 'information model' D. The 'information model' describes technology, but work practices are documented separately based on the details in the 'information model |
| (5) A |
| 3. An organization is designing a survey to assess the needs and expectations of its staff. What is this an example of? |
| A. CI/CD B. Integration and data sharing C. Customer orientation D. Employee satisfaction management |
| (7) D |
| 4. Which type of technology offers organizations the ability to manage service assets and to audit the delivery of work? |
| A. Integrated service management toolsets B. Machine learning C. Integration and data sharing D. Information models |
| (16) A |
| 5. Which is a benefit of data analytics? |
| A. An improvement in the consistency, reliability, predictability, and cost-efficiency of processes B. An increase in the speed of delivery through the optimization of the flow from development to production C. The ability to align the interfaces in a supply chain and to manage suppliers more effectively D. The ability to make informed business decisions and to prove or disprove hypotheses |
| (33) D |
| 6. An organization has been experiencing a large volume of complaints from customers regarding the speed of service when they contact the service desk team by phone. The customers often comment that the service desk agents are spending a lot of time capturing information for tickets. Which concept or approach would help to address this situation? |
| A. Managing work as tickets B. Swarming C. Integration and data sharing D. Workforce planning and management |
| (34) C |
| 7. Two separate development teams are working on different parts of the same project. They want to be sure that the software components they are developing work properly together. Which type of testing would be MOST helpful for them? |
| A. System testing B. User acceptance testing C. Unit testing D. Integration testing |
| (40) D |