| 1. 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) |
| 2. 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) |
| 3. 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) |
| 4. 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) |
| 5. 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) |
| 6. 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) |
| 7. 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) |
| 8. 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) |
| 9. 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) |
| 10. 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) |
| 11. 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) |
| 12. 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) |