| 1. 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) |
| 2. 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) |
| 3. 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) |
| 4. 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) |
| 5. 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) |
| 6. 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) |