| 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) |