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