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?
Answer
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
Hire process consultants to develop process maps, and minimize the involvement of staff in the design of the future state of the value stream
Hire an 'organizational change management' consultant to identify attitudes, behaviours and cultural changes required to make value streams more effective
Ask stakeholders of the value stream to work together to find ways to optimize and eliminate waste, and establish metrics for measuring improvement
Card 2
Question
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?
Answer
Contact the firewall vendor to identify commonly used controls for this technology
Review existing firewall rules and controls to ensure that there has been no deterioration
Identify the organization's objectives that the controls need to support
Review the risk register to ensure that all risks are being managed
Card 3
Question
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?
Answer
Establish a formal mentorship programme to connect IT staff from the company with the staff from acquired companies
Arrange informal celebrations to acknowledge the work the staff have been doing
Enable the staff to provide feedback through formal channels and create a dialogue with management
Encourage the staff to suggest ways they can support the company strategy
Card 4
Question
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?
Answer
Determine if staff are using placeholder data to complete mandatory fields so they can continue to work if the required data is not available
Increase the amount of data measured and reported on because the data might be needed in the future
Work across multiple stakeholder groups to identify what data is useful for the organization
Review external drivers, particularly legal obligations that impact the way the organization works
Card 5
Question
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
Answer
3 and 4
1 and 2
2 and 3
1 and 4
Card 6
Question
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?
Answer
Increase average number of sales resulting from recommendations by 20% by the end of the fiscal year
The availability of the new portal is at or above service level target
Reduce the number of customers opting out of proactive recommendations by 25%
Total number of transactions that use the portal processed per month
Card 7
Question
What describes improvement?
Answer
Enhancing the ability of a service or product to deliver value
Creating a method of achieving a service provider goal
Formally documenting statements of management expectations
Providing guidance to the service provider organization
Card 8
Question
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?
Answer
Communicate the organization's strategic plan to stakeholders through multiple communication channels
Develop a cascaded set of objectives for each tier of the IT department
Develop and distribute a RACI chart for the various IT teams
Involve all IT teams in developing an 'organizational change management' plan
Card 9
Question
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?
Answer
Perform a benchmark comparison to understand how the IT department compares to other IT departments in similar organizations
Conduct a change readiness assessment to understand the factors that impact the teams' ability to adapt to change
Initiate a SWOT analysis to understand the factors that impact the ability to achieve goals
Assemble a team familiar with conducting a process maturity assessment to understand the state of all IT processes
Card 10
Question
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’?
Answer
The greatest number of staff impacted
The greatest impact on helping achieve the organization's vision
The longest known problems that staff have experienced
The least effort required to achieve the outcome
Card 11
Question
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?
Answer
Use new team members for each project to ensure failures are not repeated
Increase funding for future initiatives so the team has more money to deal with unexpected issues
Automate future implementations as much as possible to avoid human errors
Document and communicate lessons learned to avoid the same mistakes in the future
Card 12
Question
Which concept BEST ensures that activities are carried out following agreed standards or guidelines?
Answer
Governance
Improvement
Compliance
Management
Card 13
Question
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?
Answer
Kanban
Risk management
Measurement and reporting
Cascading objectives
Card 14
Question
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?
Answer
Developing a business case for establishing a project management office
Implementing a basic Kanban board to make work visible
Establishing clear organizational priorities to guide the actions of IT staff
Empowering IT staff with more decision-making authority
Card 15
Question
Which statement about value, outcome, cost and risk is CORRECT when directing, planning or improving a service?
Answer
Value cannot be achieved by accepting additional risks
Costs introduced by the service should be equal to the cost removed from the consumer
Removing risk from the consumer is the primary objective of a service
Value can be created by accepting additional costs
Card 16
Question
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?
Answer
Take a holistic view of 'release management' activities across the organization
Review how documentation is generated during the development phase
Take a holistic view of 'change enablement' activities across the organization
Review the end-to-end approach of how services are planned, designed, delivered
Card 17
Question
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?
Answer
Surveying key customers who recently moved to the cloud solution
Ensuring the company vision and mission are visible to everyone across the organization
Developing detailed service descriptions and design documentation
Identifying key internal stakeholders and develop a communication plan to address their concerns
Card 18
Question
When implementing a change that impacts people, at which point should 'organizational change management' begin?
Answer
When planning changes to service components
When project plans have been finalized
When initiating a change programme
When planning the launch of a new product or service component
Card 19
Question
Which BEST describes a mission statement?
Answer
A short statement of the overall purpose and intentions of an organization
A short statement of organizational challenges and ideas to overcome these challenges
A set of key performance indicators that must be achieved for the organization to be successful
A short statement of how the organization will adopt new practices in the future
Card 20
Question
Which BEST describes the difference between a policy and a guideline?
Answer
Policies are formal statements of management expectation, but guidelines are recommended ways of work
Policies are used where there are external regulatory requirements, but guidelines are used for internal requirements
Larger, more mature organizations often use policies, but modern organizations often rely more on guidelines
Guidelines are simplified policies that are easier to follow because they do not recommend specific procedures
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