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?
Answer
In collaboration with key business stakeholders, identify IT services of low business value, and suspend them until the new product launch is successful
Initiate an 'organizational change management' effort to help IT staff understand what changes are needed and important to the company
Send a message from the CIO to raise the visibility of the value of IT services to establish this as a key success factor for the launch of new product
Take a holistic view of the value chain activities and determine areas where optimization and automation can reduce staff involvement
Card 22
Question
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?
Answer
Identifying customer needs for new services by researching the market
Increasing revenue by introducing a new range of services
Ensuring the improved handling of service requests by training staff
Ensuring successful deployment by preparing an implementation plan for new services
Card 23
Question
What is an example of an organizational or procedural control to reduce risk?
Answer
Automated workflow
Required fields in forms
Documented policies and processes
Electronic badge entry system
Card 24
Question
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?
Answer
The board of directors
The service management office
The largest shareholders
The internal audit committee
Card 25
Question
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
Answer
1 and 2
1 and 4
3 and 4
2 and 3
Card 26
Question
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?
Answer
Develop IT service metrics that demonstrate what outcomes users are able to achieve with the IT services provided to them
Develop a metrics cascade from organizational goals and objectives to IT service metrics
Create a business case for core IT systems to justify a positive return on investment
Develop a value stream map for each IT service highlighting the areas where IT is providing value directly to customers
Card 27
Question
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?
Answer
Develop a value stream map detailing how existing IT staff and systems can be leveraged for the new service
Develop an overall IT transformation programme that includes new IT investments required and how they work together to create business value
Develop a business case that clearly describes the service, its benefits, why it is needed and the expected return on investment
Build a proof of concept service and move some customer data into it to demonstrate the value the new service can deliver
Card 28
Question
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?
Answer
Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum
Send an email to the affected staff and ensure that as much detail as possible is included
Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff
Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be maintained
Card 29
Question
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?
Answer
Use email communication to ensure that there is a clear record of all exchanges
Arrange a phone call between the operations manager and the teams using agile
Organize a face-to-face meeting between the operations manager and the teams using agile
Use the organization's social media page to explain why agile is the best approach
Card 30
Question
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?
Answer
Organizations and people
Information and technology
Value streams and processes
Partners and suppliers
Card 31
Question
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?
Answer
Risks to IT services are minimized by implementing effective controls
IT risks are prioritized based on their likelihood and the potential impact on the IT department
Business risks are prioritized by customers based on their likelihood and potential customer impact
IT risks are prioritized based on how they contribute to business risks
Card 32
Question
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?
Answer
Develop a training program to help staff understand the current policies, and emphasize the consequences of not complying with the policies
Develop a set of guidelines for the IT staff that provide a recommended practice for fulfilling users’ requests without violating the policies
Informally communicate to IT staff that they do not need to conform to the policies that would cause delays
Adopt a more flexible culture, eliminate policies, and empower staff to make independent decisions quickly
Card 33
Question
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
Answer
1 and 2
2 and 3
1 and 4
3 and 4
Card 34
Question
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?
Answer
Start implementing new tools and processes required by the improvement initiative
Agree specific objectives for the improvement initiatives
Agree a high-level direction for the improvement initiative
Communicate the benefits of the improvement initiative
Card 35
Question
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?
Answer
The assessment should focus on the overall service desk team
The assessment should focus on incidents handled by the service desk team
The assessment should focus on the service management practices of the whole IT department
The assessment should focus on the wider enterprise
Card 36
Question
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?
Answer
Establish a risk-based approach to define the key roles and stakeholder groups involved in various types of initiatives, which would help to delegate decision-making to the right levels
Conduct an assessment of staff's decision-making skills, then use the results to identify key skills gaps and begin a training programme to improve organizational decision-making
Establish open lines of communication between IT decision-makers and executives about decisions being made, which would help each level understand who is making what decisions
Establish a decision-making framework that assigns all non-operational decisions to the executive level, ensuring full transparency for decision-making
Card 37
Question
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?
Answer
Map strategic objectives to operational metrics, so that all teams understand how their work impacts the organization's compliance to regulatory requirements
Establish an operating model for teams and individuals to understand their scope of control, and the types of decisions they can make
Assess how competitors approach decision-making, and create a business case that highlights the return on investment from agile practices
Review and update operational policy documents to make reference to agile practices, and initiate a training programme to highlight the benefits of these practices
Card 38
Question
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?
Answer
Initiate a training and communications programme to highlight the impact of wasteful work on the organization's objectives
Identify the team responsible for the wasteful work, and update their processes and tools so that their work is optimized
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
Retire IT services that the organization considers to be low value, and then reassign staff to work on more important tasks
Card 39
Question
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?
Answer
Implement a training programme to clarify the organization's digital transformation objectives and how this impacts staff jobs and roles
Work to establish a culture of continual improvement that includes strong governance
Complete a process inventory and identify those that are most likely to be contributing to poor performance for improvement efforts
Complete a staff skills assessment to identify where the organization is lacking the digital skills required for successful delivery
Card 40
Question
When would it be MOST appropriate for an organization to accept additional risks, increased costs, or diminished outcomes?
Answer
When it creates the possibility of increased value
When implementing a new artificial intelligence solution
When collecting data as a part of a maturity assessment
When directed to by the GRC function
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