1. Which recommendation should the organization follow when designing its change enablement practice?
A. Change enablement should ensure the speed of implementing changes is as high as possible regardless of assessment or authorization rules
B. Change enablement should ensure the number of changes introduced to well-functioning services is as small as possible regardless of how many new ideas are presented
C. Change enablement should use industry standards to set limit’s to the number of changes and the time required to implement these
D. Change enablement should support various ways and speeds of managing changes, rather than providing a clear standard
Answer: D
2. An organization wants to ensure that change enablement helps improve stakeholder satisfaction.
What will be the BEST option for the organization to take to achieve this?
A. Provide status updates to stakeholders and treat each change in a unique way
B. Collect stakeholder feedback and ensure the changes always follow the approved plan
C. Capture stakeholder expectations and monitor stakeholder engagement
D. Take stakeholder expectations into account and attempt to increase the size of individual changes
Answer: C
3. What should an organization do to meet governance and compliance requirements for
change enablement?
A. Ensure change planning includes feedback loops in every iteration
B. Ensure management and reporting are addressed during the design of change models
C. Create a capability for a quick automated roll-back for changes that do not succeed despite the plans
D. Create a better understanding of what is required by interested parties
Answer: B
4. What is NoT an example of how an organization should balance stakeholders’ different expectations?
A. The organization should prioritize technical details of the change as the basis of success of the change for all stakeholders
B. The organization should omit senior stakeholders on customer side from daily technical communications about changes
C. The organization should create the capability for identifying the indirect effects of changes across the organization
D. The organization should apply their understanding of how value is seen by stakeholders to how changes are explained
Answer: A
5. What should an organization do to ensure that changes are delivered faster in
emergency situations?
A. The organization should speed things up by removing the risk assessment and planning step for emergency changes
B. The organization should use quick manual changes instead of automation in case of emergency changes
C. The organization should implement emergency changes without spending time on considering change models
D. The organization should implement emergency changes even without having enough information
Answer: A
6. What should the change manager inspect to better understand which configuration items were modified during the implementation of a change?
A. Change review reports
B. Change schedule
C. Change records
D. Change assessment
Answer: C
7. Which of the following activities can be expected to be undertaken when changes are
reviewed and planned?
A. Service owner emailing senior stakeholders with changes to change procedures
B. Service owner analyzing past changes to identity opportunities for reusing common approaches
C. Change coordinator submitting a request for change
D. Customer appointing the service provider’s change manager after several failed changes
Answer: B
8. An organization is analysing potential improvements to how the change lifecycle is managed.
What should the organization consider as a potential improvement to assessing
changes?
A. Analyse any risks associated with the change
B. Analyse any deviations that need addressing
C. Analyse whether the change should be authorized
D. Analyse whether a change record should be created
Answer: A
9. The value stream map that the organization has created is useful but not always accurate, because it does not provide enough information about stakeholder concurs.
Which step of value stream analysis should the organization focus on in the future to address this specific challenge?
A. When deciding which value streams to analyse
B. When evaluating the workflow steps
C. When reflecting on the value stream map
D. When defining the purpose of the value stream
Answer: B
10. An organization is analysing how change enablement contributes to value streams. The analysis already includes information about regular updates to network hardware, how
changes are authorized, and how its Saas products are developed.
What aspect of changes has the organization missed?
A. Changes to configuration items
B. Changes to individual products
C. Changes to practices
D. Changes to procedures
Answer: C
11. An organization wants to optimize change authorization.
How should the organization use the change authority role?
A. Change authority should hand over the responsibility of assessing the change after the change has been initiated
B. Change authority should be delegated to a management level that is closest to where changes are carried out
C. Change authority should choose whether they evaluate cost, resource requirements, or business priority of changes
D. Change authority should be organized as a formal group of senior stakeholders that meet regularly
Answer: B
12. An organization has improved the organizational aspects of change enablement by leveraging agile ways of working. It has given people in change-related teams more autonomy and removed the need for informing the CAB for most changes.
What else should the organization do to continue with these improvements?
A. Explore the opportunities for automation of changes
B. Choose a dedicated team in the organization to plan changes
C. Empower teams and individuals to make decisions
D. Decrease the number of formalized structures involved in change enablement
Answer: C
13. The resources an organization uses for providing services are sometimes changed by external teams. These teams use different tools to manage their work.
Which tools should the organization use to better manage this situation?
A. Knowledge management tools
B. Work planning and prioritization tools
C. Analysis and reporting tools
D. Orchestration systems
Answer: D
14. Most of the changes the organization implements are successful but the change
authority currently needs to manually review the changes in detail after completion.
Which tools should the organization consider to help optimize change authorization?
A. Work planning and prioritization tools
B. Reporting tools
C. Workflow management and collaboration tools
D. Orchestration systems
Answer: C
15. An organization has taken into account the differences in automation requirements for
normal and standard changes, has decreased the number of stakeholders needed to authorize changes, and has linked several software tools into a single workflow.
What additional ways of improving change enablement with automation should the organization consider?
A. Paying attention to integrations
B. Paying attention to measurement and reporting from the beginning
C. Avoiding overcomplicated workflows and business rules
D. Allowing different workflows for different types of changes
Answer: C
16. An organization has several third parties involved in different steps of the change enablement practice.
How should the organization engage these third partes in the product and service
improvement?
A. The organization should include external stakeholders in its continual improvement workflows
B. The organization should focus on consistency and demand the same procedures to be used for internal and external RFC submissions
C. The organization should demand that partners use only the organization’s workflow solutions when requesting changes
D. The organization should allow RFCs to be submitted only by users and customers, not by suppliers
Answer: A
17. What is the BEST advice for an organization struggling with the efficiency of collaboration with third parties that are helping to develop and deploy software?
A. The organization should request adoption of automated deployment and release procedures as quickly as possible
B. The organization should require the third party to adopt the organization’s approach to software development and delivery
C. The organization should adopt the third party’s approach to software development and delivery if this approach is more agile
D. The organization should ensure the compatibility of development methods and software tools used by the organization and third parties
Answer: D
18. Which practice success factor benefits from improvements in investigation and analysis
of the delays and financial losses caused by changes?
A. Meeting change-elated governance and compliance requirements
B. Ensuing stakeholder satisfaction
C. Minimizing the negative impacts of changes
D. Ensuring that changes are realized in a timely and effective manner
Answer: C
19. An organization is prioritizing improvement opportunities to the change enablement
practice and wants to make sure the basics are covered first.
Which capability should the organization address before others?
A. The ability to use feedback from stakeholders when improving the way changes are implemented
B. The ability to keep track of situations where changes have delivered negative outcomes
C. The ability to regularly improve the mitigation of negative outcomes of changes
D. The ability to report the KPIs of the effective change implementation
Answer: B
20. An organization is struggling with frequent delays in implementing changes when senior stakeholders are required to authorize changes without knowing relevant details. The organization is following the guiding principles ‘focus on value’, “keep it simple and practical’, and ‘collaborate and promote visibility’ in order to find a potential solution.
Which of the following options is the BEST tor the organization to take to resolve this situation?
A. Delegating authority so that decisions can be taken closer to where the work is done
B. Allowing an increase in the complexity of changes when there is a valid reason
C. Clarifying dependencies and design efficient integrations
D. Ensuring the success criteria are understood by all stakeholders
Answer: A