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 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 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?
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 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?
Which concept BEST ensures that activities are carried out following agreed standards or guidelines?
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?
What describes improvement?
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 even weeks for 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?
An organization that 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?
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 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 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 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 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?
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?
Which BEST describes a mission statement?
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?
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?
Which BEST describes the difference between a policy and a guideline?
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?
Which statement about value, outcome, cost and risk is CORRECT when directing, planning or improving a service?
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?
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?
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 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?
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?
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 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
What is an example of an organizational or procedural control to reduce risk?
When would it be MOST appropriate for an organization to accept additional risks, increased costs, or diminished outcomes?
When implementing a change that impacts people, at which point should 'organizational change management' begin?
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?
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
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 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?
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?
An 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?
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?
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
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