| 1. Which concept includes ensuring everyone knows what should be done and why? |
| A. Direction B. Methods C. Improvement D. Planning |
| A (1.1a) |
| 2. Which concept includes the coordination of work to avoid waste and reduce risk? |
| A. Planning B. Direction C. Improvement D. Governance |
| A (1.1b) |
| 3. What describes improvement? |
| A. Formally documenting statements of management expectations B. Enhancing the ability of a service or product to deliver value C. Creating a method of achieving a service provider goal D. Providing guidance to the service provider organization |
| B (1.1c) |
| 4. What is required in an operating model? 1. A clear picture of how value is co-created 2. Clear policies and procedures for daily operations 3. Measures and reports to demonstrate performance 4. Description of how the organization runs itself |
| A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 |
| D (1.1d) |
| 5. Which is the BEST description of ‘methods’? |
| A. Techniques used to achieve a strategy B. Activities over which a person has authority C. Systematic ways to do work D. Visual representations of how an organization co-creates value |
| C (1.1e) |
| 6. What is an example of an organizational or procedural control to reduce risk? |
| A. Automated workflow B. Electronic badge entry system C. Documented policies and processes D. Required fields in forms |
| C (1.1f) |
| 7. Which BEST describes a mission statement? |
| A. A short statement of organizational challenges and ideas to overcome these challenges B. A short statement of how the organization will adopt new practices in the future C. A short statement of the overall purpose and intentions of an organization D. A set of key performance indicators that must be achieved for the organization to be successful |
| C (1.2a) |
| 8. An organization uses routine procedures for its daily activities. What is this an example of? |
| A. Vision B. Strategy C. Tactics D. Operation |
| D (1.2b) |
| 9. Which concept BEST ensures that activities are carried out following agreed standards or guidelines? |
| A. Governance B. Management C. Improvement D. Compliance |
| D (1.2c) |
| 10. Which activity is part of governance? |
| A. Ensuring that organizational policies are established and implemented B. Consistently following documented management expectations and intentions C. Ensuring effective operational activity to achieve an organization's objectives D. Producing evidence to ensure that relevant regulations are followed |
| A (1.2c) |
| 11. Which BEST describes the difference between a policy and a guideline? |
| A. Larger, more mature organizations often use policies, but modern organizations often rely more on guidelines B. Guidelines are simplified policies that are easier to follow because they do not recommend specific procedures C. Policies are used where there are external regulatory requirements, but guidelines are used for internal requirements D. Policies are formal statements of management expectation, but guidelines are recommended ways of work |
| D (1.2d) |
| 12. An organization has a suggested dress code for its employees. What is this an example of? |
| A. A policy B. A control C. A guideline D. A tactic |
| C (1.2d) |
| 13. Which statement about value, outcome, cost and risk is CORRECT when directing, planning or improving a service? |
| A. Removing risk from the consumer is the primary objective of a service B. Costs introduced by the service should be equal to the cost removed from the consumer C. Value cannot be achieved by accepting additional risks D. Value can be created by accepting additional costs |
| D (1.3) |
| 14. When would it be MOST appropriate for an organization to accept additional risks, increased costs, or diminished outcomes? |
| A. When it creates the possibility of increased value B. When implementing a new artificial intelligence solution C. When directed to by the GRC function D. When collecting data as a part of a maturity assessment |
| A (1.3) |
| 15. What are the two costs that every service relationship must consider? |
| A. The cost of providing the service and the cost of improving the service B. The cost introduced by the service and the cost removed by the service C. The cost of creating the service and the cost charged for the service D. The cost of applications and the cost of infrastructure |
| B (1.3) |
| 16. What is the relationship between the costs, risks, outcomes, and value of a service? |
| A. Risks depend on value, outcomes, and costs B. Outcomes depend on value, costs, and risks C. Costs depend on outcomes, risks, and value D. Value depends on outcomes, costs, and risks |
| D (1.3) |
| 17. The management of an IT service provider believes that while their staff are well trained, enthusiastic, and cooperative, their work often puts them in conflict with each other. The management team believe this is because staff performance measurement is not aligned with the organization's strategy. Which is the BEST approach to resolve this situation? |
| A. Communicate the organization's strategic plan to stakeholders through multiple communication channels B. Involve all IT teams in developing an 'organizational change management' plan C. Develop a cascaded set of objectives for each tier of the IT department D. Develop and distribute a RACI chart for the various IT teams |
| C (2.1a) |
| 18. A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans: Tactic 1 - acquire new resilient infrastructure Tactic 2 - launch services by region Operational plan 1 - operate infrastructure to meet service levels Operational plan 2 - train staff on new infrastructure skills Which strategy do these tactics and operational plans support? |
| A. Ensuring the improved handling of service requests by training staff B. Identifying customer needs for new services by researching the market C. Increasing revenue by introducing a new range of services D. Ensuring successful deployment by preparing an implementation plan for new services |
| C (2.1a) |
| 19. A service provider has developed a strategy to increase its revenue by launching a new cloud storage service. This strategy is being cascaded down to the technical teams. Which is a relevant objective that will support the strategy? |
| A. Average number of storage access failures per month B. Increase profit by launching new wi-fi services into new geographic markets C. Achieve a 10% increase in service requests fulfilled in the target time D. Design and implement new infrastructure by the end of quarter 2 |
| D (2.1a) |
| 20. An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization's objectives. How can the organization ensure that all IT activities are aligned with the organization's objectives? |
| A. Put compliance controls in place to ensure that all centres of expertise are following the same practices B. Prioritize risk mitigation strategies in alignment with the organization's risk appetite C. Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above D. Collect feedback from both organizational and IT leadership from each region |
| C (2.1a) |
| 21. A network security engineer is defining the controls needed to protect firewalls. What is the FIRST thing they should do to determine the correct controls? |
| A. Review existing firewall rules and controls to ensure that there has been no deterioration B. Review the risk register to ensure that all risks are being managed C. Contact the firewall vendor to identify commonly used controls for this technology D. Identify the organization's objectives that the controls need to support |
| D (2.1b) |
| 22. A government agency is struggling to modernize its business processes to meet emerging demand for digital services. The culture is strongly driven by policies, and internal users complain that it can take days or weeks for even simple IT requests. Which is the BEST approach to reduce strict conformance to policy and procedure, and allow IT staff some flexibility in achieving better business outcomes? |
| A. Develop a training program to help staff understand the current policies, and emphasize the consequences of not complying with the policies B. Develop a set of guidelines that provide recommended practices, andcommunicate that achieving the results while not openly violating policy is the primary goal C. Informally communicate to IT staff that they do not need to conform to the policies that would cause delays D. Adopt a more flexible culture, eliminate policies, and empower staff to make independent decisions quickly |
| B (2.1b) |
| 23. An organization offers telephone support to users. It has recently introduced a self-service system for user support. At the same time, the organization introduced a policy which states that any incidents logged using the telephone will not be given a high priority. Some groups of users, such as business developers who travel, cannot access the self-service system, and have complained that they are not receiving good service. What is the BEST way to resolve this situation? |
| A. Ensure that that groups of users such as business developers are given extra training on how to use the new system B. Establish a governance, risk and compliance function to align the work of the service desk function with the organization's governing body C. Introduce policy exceptions for users who have roles which lead to difficulty in accessing systems D. Assign a high priority to all incidents logged by business developers, to ensure that they are not disadvantaged |
| C (2.1b) |
| 24. An organization is creating a policy for logging and managing a wide variety of incidents. The organization operates in a highly regulated environment; it is essential that the policy is adhered to and that deviations are considered unacceptable. Which TWO are the BEST guidance to follow when creating the policy? 1. Ensure that the policy is as flexible as possible to allow staff to make decisions freely. 2. Ensure that the policy is as clear and concise as possible stating why it is necessary. 3. Ensure that the consequences of non-compliance are clearly stated. 4. Ensure that the process is automated in order to minimize the controls included in the policy. |
| A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 |
| B (2.1b) |
| 25. An organization's board of directors has become aware that major IT initiatives were recently completed that did not address significant organizational risks. This raised concerns about organizational decision-making. The CIO has been asked to review who makes key IT decisions, and how these decisions are being made. Which is the BEST approach to address these concerns about decision-making authority? |
| A. Establish a decision-making framework that assigns all non-operational decisions to the executive level, ensuring full transparency for decision-making B. Conduct an assessment of staff's decision-making skills, then use the results to identify key skills gaps and begin a training programme to improve organizational decision-making C. Establish a risk-based approach to define the key roles and stakeholder groups involved in various types of initiatives, which would help to delegate decision-making to the right levels D. Establish open lines of communication between IT decision-makers and executives about decisions being made, which would help each level understand who is making what decisions |
| C (2.1c) |
| 26. An organization in a highly-regulated industry is considering adopting agile practices. The management team is concerned with maintaining compliance to regulatory requirements while empowering teams at every level to make key decisions. Which approach would MOST LIKELY help the company overcome this challenge? |
| A. Establish an operating model for teams and individuals to understand their scope of control, and the types of decisions they can make B. Map strategic objectives to operational metrics, so that all teams understand how their work impacts the organization's compliance to regulatory requirements C. Review and update operational policy documents to make reference to agile practices, and initiate a training programme to highlight the benefits of these practices D. Assess how competitors approach decision-making, and create a business case that highlights the return on investment from agile practices |
| A (2.1c) |
| 27. An organization is looking for a way to optimize decision-making in order to increase performance and keep risks under control. Which solution would support these objectives? |
| A. Ensure that all decisions are made by a small group of high-ranking authorities B. Delegate as much management decision-making as possible C. Delegate governance decision-making to the operational teams D. Ensure a higher level of structure for low-risk decision-making |
| B (2.1c) |
| 28. A growing IT department requires all decisions to be made by IT executives. The CIO is aware that it takes too much time to make decisions at that level, and it would be more effective to delegate it to staff closest to the work. Which is the BEST approach for delegating more decisions to staff? |
| A. Establish financial authorization limits for all staff, so staff are authorized to make decisions within their financial limits B. Delegate decisions to the most available person at the time a decision is needed, to avoid delays C. Develop a value stream map for making decisions, and use 'continual improvement' to eliminate waste in the process D. Delegate low-risk decisions to lower levels in the organization, keep governance and high-risk changes with the IT executive team |
| D (2.1c) |
| 29. A service desk team is consistently receiving poor customer feedback that highlights a slow and ineffective service. Which is the BEST way to carry out an assessment that focuses on an appropriate scope and discovers what is contributing to the poor service? |
| A. The assessment should focus on incidents handled by the service desk team B. The assessment should focus on the overall service desk team C. The assessment should focus on the service management practices of the whole IT department D. The assessment should focus on the wider enterprise |
| A (2.2d) |
| 30. An improvement project failed to create the expected value because the team did not spend enough time thinking about how successful the solution would be. What would have helped to prevent this failure? |
| A. Kanban B. Risk management C. Measurement and reporting D. Cascading objectives |
| B (3.1) |
| 31. Which statement BEST describes the role of IT staff in risk management? |
| A. IT risk management is a specialized skill and should be performed only by specially trained staff B. When IT services fail because of unidentified risk, responsible staff must be held accountable C. IT staff objectively identify potential risks in their own work D. IT staff are responsible for contributing to the effective management of risks |
| D (3.1) |
| 32. A management consultant has been hired to help a multinational organization improve corporate governance, risk management, and compliance. Who would the consultant PRIMARILY work with to understand the current state of governance? |
| A. The board of directors B. The largest shareholders C. The internal audit committee D. The service management office |
| A (3.2) |
| 33. Which BEST describes the primary role of a governing body? |
| A. To establish and regularly review the goals cascade throughout the organization B. To develop and regularly review IT measurements and metrics C. To annually review and approve IT projects to maximize business value D. To establish and regularly review the effectiveness of risk management and internal controls |
| D (3.2) |
| 34. The CIO of a large multinational organization has received complaints that work is slowing down as staff are often overwhelmed when trying to comply with controls. This is creating unintended and undesirable effects in other parts of the organization. In response, the CIO has asked their management team to ensure that existing controls are sufficient, but not excessive. What should the management team NOT do when identifying excessive controls? |
| A. Work across multiple stakeholder groups to identify what data is useful for the organization B. Increase the amount of data measured and reported on because the data might be needed in the future C. Determine if staff are using placeholder data to complete mandatory fields so they can continue to work if the required data is not available D. Review external drivers, particularly legal obligations that impact the way the organization works |
| B (3.3) |
| 35. An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed. Which is the BEST approach? |
| A. Update the logging tool to ensure that the minimum data required by the regulation is always recorded and report on any deviations B. Ensure that the service desk staff are aware of the new regulation and continue to use existing reports of service desk activity C. Update the logging tool to ensure that all fields must be completed for every incident record and produce daily reports of all service desk activity D. Ensure that the service desk staff are aware of the new regulation and let them decide whatdata to record and produce reports when requested |
| A (3.3) |
| 36. An IT organization has engaged a consultant to help them plan improvements. The consultant has reviewed documents and interviewed staff to understand the organization's vision, and its current state. What should the consultant and the organization do NEXT? |
| A. Agree a high-level direction for the improvement initiative B. Agree specific objectives for the improvement inititatives C. Start implementing new tools and processes required by the improvement initiative D. Communicate the benefits of the improvement initiative |
| B (4.1) |
| 37. An organization’s leadership team is enthusiastic about a series of recent improvements and the many additional improvement initiatives currently underway. The employees are less enthusiastic and the leaders have noticed signs of stress and increased absence. Even workers who are known to be high-performers are being less productive. What is the MOST LIKELY reason for the changes in the employees’ behaviour? |
| A. The lack of a continual improvement culture B. Failure to thoroughly plan each improvement C. Too many initiatives one after the other D. Failing to check progress using metrics |
| C (4.1) |
| 38. An organization has decided to use the ITIL continual improvement model to help them work more effectively. After six months, the IT director asked managers to show how much improvement they had made. The managers produced reports showing how well things were working, but did not have any data to show that this was better than the original situation. Which step of the continual improvement model was NOT followed effectively? |
| A. What is the vision? B. Where are we now? C. Where do we want to be? D. Did we get there? |
| B (4.1) |
| 39. A new technology company has experienced rapid growth and success. The management wants to introduce a holistic approach to continual improvement that ensures all improvement efforts are coordinated and support the company mission. Which two approaches would BEST support this objective? 1. Assign responsibility for the improvements to the executive team of the organization 2. Adopt a common set of guiding principles for continual improvement in the organization 3. Create and nurture an organization-wide culture embracing and promoting continual improvement 4. Analyse external requirements for the continual improvement system |
| A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 |
| B (4.1c) |
| 40. A service provider must demonstrate compliance to an international standard before a new service consumer will sign a contract with them. What method would be MOST helpful in this situation? |
| A. SWOT analysis B. SLA achievement analysis C. Gap analysis D. Maturity assessment |
| C (4.2) |
| 41. A new CIO has been part of the executive team's development of a new strategic plan for the company. The plan calls for significant transformation of the IT department to meet aggressive goals and objectives. Before starting the major IT transformation, what should the CIO do? |
| A. Initiate a SWOT analysis to understand the factors that impact the ability to achieve goals B. Conduct a change readiness assessment to understand the factors that impact the teams' ability to adapt to change C. Perform a benchmark comparison to understand how the IT department compares to other IT departments in similar organizations D. Assemble a team familiar to conduct a process maturity assessment to understand the state of all IT processes |
| B (4.3) |
| 42. A service provider has a good reputation for delivering services to a fast changing market in which consumers find it easy to switch providers in response to social trends. The service provider wants to perform an assessment to identify how to improve its services and maintain their competitive position in the market. Which is the BEST assessment method for the service provider to use? |
| A. Customer and user satisfaction analysis B. SWOT analysis C. Maturity assessment D. SLA achievement analysis |
| B (4.3) |
| 43. As a result of a recent assessment, IT staff have created many ‘improvement outcomes' Recognizing that not all of them can be achieved, IT managers must prioritize some ‘improvement outcomes’ over others. What should their PRIMARY consideration be when prioritizing the ‘improvement outcomes’? |
| A. The greatest number of staff impacted B. The greatest impact on helping achieve the organization's vision C. The least effort required to achieve the outcome D. The longest known problems that staff have experienced |
| B (4.4) |
| 44. An organization has a vision to become the manufacturer which sells the most number of cars globally. The organization is considering many improvements and wants to prioritize the improvement outcomes. Which improvement initiative should be given the HIGHEST priority? |
| A. A low-cost, low-effort investment to upgrade an internal HR system, which will result in improved efficiency in the HR department B. A high-cost, medium-effort investment to improve the data structure relating to sales patterns, which will result in a 5% reduction in the cost of sales C. A medium-cost, high-effort investment to improve the training available to front-line staff, which will result in a 5% improvement in the number of cars sold D. A medium-cost, low-effort investment to improve the user interface in the online sales service, which will result in a 5% improvement in the number of cars sold |
| D (4.4) |
| 45. A CIO is trying to gain funding and executive level support for an enterprise data warehouse. Which is the BEST approach for gaining support for the new IT service? |
| A. Develop a value stream map detailing how existing IT staff and systems can be leveraged for the new service B. Build a proof of concept service and move some customer data into it to demonstrate the value the new service can deliver C. Develop an overall IT transformation programme that includes new IT investments required and how they work together to create business value D. Develop a business case that clearly describes the service, its benefits, why it is needed and the expected return on investment |
| D (4.5) |
| 46. An organization has received many complaints from users and customers of poor service from the service desk. They are creating a business case for replacing the service desk tool. The new tool will address some of the issues, however there is resistance to the expense of replacing the existing tool. What is MOST important for the business case should focus on? |
| A. How the tool will improve customer and user outcomes and reasons why these might not be achieved B. How the system will be easier to use for service desk staff and therefore improve their morale C. How the new system will require additional staff to maintain and therefore reduce the return on investment D. How the price of the tool might increase and exceed budget if a decision is not made quickly |
| A (4.5) |
| 47. An organization has made some changes to its website. The organization has asked users for their opinions of the new design. What is this activity part of? |
| A. A business case B. A gap analysis C. An improvement review D. A lessons-learned analysis |
| C (4.6a) |
| 48. An organization recently completed a major system implementation that is part of a wider modernization effort. Although the implementation was completed, there were many challenges and issues. Which approach can BEST help future implementation projects to be more successful? |
| A. Use new team members for each project to ensure failures are not repeated B. Increase funding for future initiatives so the team has more money to deal with unexpected issues C. Document and communicate lessons learned to avoid the same mistakes in the future D. Automate future implementations as much as possible to avoid human errors |
| C (4.6b) |
| 49. An organization is undergoing a digital transformation. One of their objectives is to increase customer engagement through the new digital services. Senior management believes the IT department is not evolving fast enough to deliver on the new organizational vision. Which IT management action is MOST LIKELY to produce long-term improvement in IT service delivery and customer value? |
| A. Implement a training programme to clarify the organization's digital transformation objectives and how this impacts staff jobs and roles B. Complete a staff skills assessment to identify where the organization is lacking the digital skills required for successful delivery C. Work to establish a culture of continual improvement that includes strong governance D. Complete a process inventory and identify those that are most likely to be contributing to poor performance for improvement efforts |
| C (4.7) |
| 50. An organization’s leadership team is working hard to develop a culture of continual improvement. The leaders want to encourage behaviours that support and enable successful and timely improvement initiatives. Which behaviour should NOT be encouraged by the leaders? |
| A. Risk-taking B. Celebrating successes C. Fast feedback D. Perfectionism |
| D (4.7) |
| 51. When implementing a change that impacts people, at which point should 'organizational change management' begin? |
| A. When project plans have been finalized B. When planning changes to service components C. When initiating a change programme D. When planning the launch of a new product or service component |
| C (5.1) |
| 52. What helps people to understand the value of an initiative, and reduces their resistance? |
| A. Continual improvement B. Organizational change management C. Change enablement D. Measurement cascades |
| B (5.1) |
| 53. An organizationthat has led its market for software has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the organization rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus. Which describes an effective method of ensuring the change in focus is supported across the company? |
| A. Developing detailed service descriptions and design documentation B. Surveying key customers who recently moved to the cloud solution C. Identifying key internal stakeholders and develop a communication plan to address their concerns D. Ensuring the company vision and mission are visible to everyone across the organization |
| C (5.2a) |
| 54. An IT manager is planning improvements. They have identified four stakeholders and how they will be affected by the improvement. Which TWO stakeholder groups have high impact and high involvement? 1. Customers: will see improved value from the services. 2. IT director: will provide funding and will see significant efficiency improvements. 3. Team members: will change how they work and contribute to design of updated processes. 4. Other IT teams: may need to work with updated processes. |
| A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 |
| B (5.2a) |
| 55. An organization is adopting agile methodologies. The IT department is centralized at the corporate office. The infrastructure operations manager has become very frustrated with the development teams using agile because they are not following any of the established standards. What is the BEST method of communication to improve the situation between the operations manager and the agile development teams? |
| A. Use email communication to ensure that there is a clear record of all exchanges B. Arrange a phone call between the operations manager and the teams using agile C. Organize a face-to-face meeting between the operations manager and the teams using agile D. Use the organization's social media page to explain why agile is the best approach |
| C (5.2b) |
| 56. An organizational change has resulted in many employees being unhappy with their changed roles. The project team had a party to celebrate the success of the change, and this caused the employees to be even more unhappy. Which communication principle should have been followed to avoid this happening? |
| A. Timing and frequency matter B. We are all communicating all the time C. There is no single method of communication that works for everyone D. The message is in the medium |
| B (5.2b) |
| 57. An organization is going through a major crisis. The crisis has created significant challenges for the organization and to cope it has introduced major changes to its operations. Marketing and promotional communications that were scheduled before the crisis are still being sent to internal and external recipients. These communications are now irrelevant because of the crisis. Which communications principle is MOST LIKELY being ignored by the organization? |
| A. Timing and frequency matter B. The message is in the medium C. We are all communicating all the time D. Communication is a two-way process |
| A (5.2b) |
| 58. A organization is pursuing a strategy of acquiring small companies which have products that complement their overall portfolio. Although early efforts to integrate company acquisitions have been successful, recent employee engagement results indicate a growing disengagement, especially among IT staff. IT staff feel that their managers do not listen or care about their concerns. What can be done to improve the engagement of IT staff with the changes? |
| A. Encourage the staff to suggest ways they can support the company strategy B. Enable the staff to provide feedback through formal channels and create a dialogue with management C. Arrange informal celebrations to acknowledge the work the staff have been doing D. Establish a formal mentorship programme to connect IT staff from the company with the staff from acquired companies |
| B (5.2c) |
| 59. A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way. Which is the MOST appropriate approach? |
| A. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff B. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be maintained C. Send an email to the affected staff and ensure that as much detail as possible is included D. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum |
| B (5.2c) |
| 60. An organization has encouraged users to offer feedback about their experience of a service via email, or the user portal. This worked well for a while, but the feedback has slowed down. How could the organization help to encourage more use of these feedback channels? |
| A. Produce regular management reports showing number of feedback reports received and trends over time B. Ensure that all feedback is anonymous so that users feel more confident in sending their comments C. Encourage users to send feedback via social media and instant messaging D. Provide a response to all feedback and share improvement initiatives with the users |
| D (5.2c) |
| 61. Recently released IT services have been impacted by downtime and availability issues. The IT operations and support teams admit that products and services are being selected, designed and delivered without their involvement. Which is the BEST approach to engage operations and support teams throughout the value chain? |
| A. Review how documentation is generated during the development phase B. Take a holistic view of 'release management' activities across the organization C. Review the end-to-end approach of how services are planned, designed, delivered D. Take a holistic view of 'change enablement' activities across the organization |
| C (5.3) |
| 62. An organization wants to improve the value stream they use to modify critical services. A common complaint about this value stream is the amount of rework that occurs when requirements are not clear. What improvement will help to reduce the rework and improve the flow of work across this value stream? |
| A. Encourage collaboration to ensure people get the information that they need B. Ensure that control points are necessary and automate controls where possible C. Establish effective communication channels when onboarding new partners D. Empower people with the authority to quickly approve tasks at control points |
| A (5.3) |
| 63. An office supply company has launched a new portal for corporate customers with the goal of increasing repeat business by evaluating buying patterns and making proactive purchase recommendations. Which performance indicator BEST measures if the goal is being met? |
| A. The availability of the new portal is at or above service level target B. Total number of transactions that use the portal processed per month C. Increase average number of sales resulting from recommendations by 20% by the end of the fiscal year D. Reduce the number of customers opting out of proactive recommendations by 25% |
| C (6.1) |
| 64. A company in a highly competitive market is looking closely at internal operations to ensure all activities are producing the highest business value possible. The CIO has been asked to demonstrate how IT services are aligned with company objectives. Which approach will ensure IT services are aligned with company objectives and producing the expected business value? |
| A. Develop a metrics cascade from organizational goals and objectives to IT service metrics B. Develop IT service metrics that demonstrate what outcomes users are able to achieve with the IT services provided to them C. Create a business case for core IT systems to justify a positive return on investment D. Develop a value stream map for each IT service highlighting the areas where IT is providing value directly to customers |
| A (6.1) |
| 65. An IT department is defining success factors to support the goal "Help to reduce business risks for customers". What is a suitable success for the IT department that would support this goal? |
| A. IT risks are prioritized based on how they contribute to business risks B. Risks to IT services are minimized by implementing effective controls C. Business risks are prioritized by customers based on their likelihood and potential customer impact D. IT risks are prioritized based on their likelihood and the potential impact on the IT department |
| A (6.1) |
| 66. A support team handles user queries on a daily basis. One of the metrics agreed for this activity is 'average number of queries processed by a team member per day' Which type of measurement is this an example of? |
| A. Progress B. Effectiveness C. Compliance D. Productivity |
| D (6.1) |
| 67. An organization has a project to replace all of its desktop computers, using several support teams. Which is an example of a progress measurement for this project? |
| A. Number of desktop computers replaced without following an approved procedure B. Percentage of desktop computers replaced within the allocated task time C. Number of desktop computers replaced by each support team per month D. Percentage of desktop computers replaced and confirmed as being complete |
| D (6.1) |
| 68. An organization wants to ensure that its releases do not compromise the security of the live environment. What is this an example of? |
| A. A success factor B. A key performance indicator C. A metric D. A measurement |
| A (6.1) |
| 69. Which two statements about practices are CORRECT? 1. Some practices provide governance to evaluate, direct, and monitor a value stream 2. Some practices are involved in the activities of a value stream 3. Some practices provide information to support decisions in the value stream 4. Some practices are focused on the steps needed to convert input into output |
| A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 |
| B (7.1) |
| 70. Which statement about value streams and practices is CORRECT? |
| A. Each practice may include several value streams B. Each value stream may be supported by multiple practices C. Each practice contributes to a single value stream D. Every value stream contributes to multiple practices |
| B (7.1) |
| 71. A small university is expanding its market reach by introducing a distance-learning offering. Previously, solutions were only developed internally, therefore the IT department is struggling with establishing working relationships with the cloud providers needed for the new offering. Which of the four dimensions would BEST help to resolve this challenge? |
| A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes |
| C (7.2a) |
| 72. Project managers are constantly having to compete for and reallocate specialist staff. As a result, the specialists’ priorities are constantly changing and they are frequently required to delay work on one task in order to complete a task that has been given a higher priority. How do these constantly changing priorities affect the organization's performance measures? |
| A. Increased throughput B. Reduced work item age C. Increased work in progress D. Reduced wait time |
| C (7.2a) |
| 73. A small company is investing heavily in a new product line that it believes is critical to business success. To support the effort, every department has been asked to allocate staff to this project. The CIO is looking for ways to support the effort without reducing service levels. Which would BEST support this objective? |
| A. In collaboration with key business stakeholders, identify IT services of low business value, and suspend them until the new product launch is successful B. Send a message from the CIO to raise the visibility of the value of IT servicesto establish this as a key success factor for the launch of new product C. Initiate an 'organizational change management' effort to help IT staff understand what changes are needed and important to the company D. Take a holistic view of the value chain activities and determine areas where optimization and automation can reduce staff involvement |
| D (7.2b) |
| 74. An organization wants to improve their 'change enablement' practice. Which improvement activity BEST demonstrates the use of the guiding principle 'optimize and automate'? |
| A. Ensure that every change is reviewed by a customer representative B. Increase the frequency of meetings where changes are assessed C. Measure the percentage of changes that deliver the expected value D. Increase the number of standard changes that are available for use |
| D (7.2b) |
| 75. A CIO has made value stream mapping a key part of an overall IT improvement effort. A value stream map for existing services is being developed. Which approach would produce the BEST results? |
| A. Hire process consultants to develop process maps, and minimize the involvement of staff in the design of the future state of the value stream B. Ask stakeholders of the value stream to document all process steps which they are responsible for, then assign team members to each process step to develop improvements C. Hire an 'organizational change management' consultant to identify attitudes, behaviours and cultural changes required to make value streams more effective D. Ask stakeholders of the value stream to work together to find ways to optimize and eliminate waste, and establish metrics for measuring improvement |
| D (7.2c) |
| 76. An organization uses several teams to develop and deploy new services. The new services are always received well by the consumers, but the organization thinks that the overall flow of activities could be improved. Which approach is the BEST to assess this situation? |
| A. Documenting the associated risks or controls B. Replace the current management team C. Value stream mapping D. Building a business case |
| C (7.2c) |
| 77. A small, highly reactive IT department has struggled to balance the need to respond to incidents and challenging operational demands while managing project work. As a result, customer commitments are regularly missed. Customers frequently call to check on the status of work requests. Which is the BEST approach to optimizing workflow in the IT department? |
| A. Developing a business case for establishing a project management office B. Establishing clear organizational priorities to guide the actions of IT staff C. Implementing a basic Kanban board to make work visible D. Empowering IT staff with more decision-making authority |
| C (7.2d) |
| 78. Six months ago a service provider developed and implemented a new value stream to resolve problems that were causing incidents. Initially metrics showed that problems were being resolved quickly. However, recently there have been complaints that problems have taken too long to resolve. The organization wants to evaluate and improve the value stream. Which is the BEST approach to optimize the workflow through the value stream? |
| A. Use throughput metrics to identify where bottlenecks cause delays in the value stream B. Use metrics to measure 'work item age' to identify the steps in the value stream that are causing delays C. Gather cycle time metrics to identify the steps in the value stream that use most resource D. Redesign the value stream by identifying the relevant steps, value chain activities and practices |
| B (7.2d) |
| 79. A consultant analysing an IT organization's maturity has identified that many of the activities were carried out ad-hoc, and there was significant variance in how work was being performed. The consultant also identified that a lot of the work was unnecessary for the successful delivery of the organization's products and services. Which approach would be MOST LIKELY to identify and eliminate wasteful or unnecessary work? |
| A. Initiate a training and communications programme to highlight the impact of wasteful work on the organization's objectives B. Identify the team responsible for the wasteful work, and update their processes and tools so that their work is optimized C. Document value streams to understand where resources are focused on unnecessary work, and use the 'continual improvement' practice to manage opportunities to improve the overall flow D. Retire IT services that the organization considers to be low value, and then reassign staff to work on more important tasks |
| C (7.2e) |
| 80. An organization is planning to introduce a major change to how incidents are reported and resolved. Users will be encouraged to log incidents on a self-service portal where possible and IT staff will be required to adopt new ways of logging and resolving incidents. Success of the initiative is critical to the organization, but resistance to change is anticipated. Which is the BEST approach to ensure success? |
| A. Train support staff in the new procedures and use the service desk to inform users of the change so that they can ask questions where necessary B. Use a mixture of email, social media, posters and meetings to communicate the changes to ensure as greatest coverage as possible C. Create a new social media page to communicate the change and encourage all staff to post comments about the new ways of working D. Select communication methods that are familiar to each stakeholder group and provide feedback channels that allow anonymity if preferred |
| D (7.2f) |