21. An organization is drafting a plan to achieve its strategic goals and is ensuring that they consider the involvement of all appropriate stakeholders at all levels in the organization.
Which guiding principle are they applying？
A. Focus on value
B. Think and work holistically
C. Collaborate and promote visibility
D. Keep it simple and practical
Answer: C
22. A service provider has established the success factor of： “improved availability of wi-fi service’.
Using the SMART model, which is the BEST key performance indicator to use to measure this？
A. 10% increase in resolution of wi-fi incidents within target time by the end of quarter:
B. 5% reduction in number of complaints to the service desk by the end of the year
C. 5% increase in user satisfaction scores for the wi-fi service
D. Increase in wi-fi service reliability by the end of quarter 2
Answer: D
23. Which is a result of an organization following the local laws of a country where it operates？
A. Improved governance
B. Increased risk
C. Improved compliance
D. Increased value
Answer: C
24. An organization is making a major improvement to how they create and deliver IT services. They need to collect feedback about what issues staff have with the improvement.
Which is an appropriate method for this？
A. Ask managers to provide information about staff attitudes to the change
B. Send frequent email updates explaining the importance of the change
C. Provide responses to frequently asked questions （FAQ） on a website
D. Provide managers with the tools they need to manage people through the change
Answer: A
25. Which statement describes the influence of services on service consumer’s outcomes, costs, and risks？
A. Services can negatively affect some outcomes while supporting others
B. Services remove risks from service consumers without introducing new ones
C. The key benefit of services is to reduce costs and risks
D. A service should introduce fewer costs than it removes
Answer: A
26. The IT organization of a large company has an existing improvement programme. Individual IT divisions have fully embraced continual improvement. The business has seen areas of improved performance, but the improvements do not last long.
Which action BEST maintains long-term improvement?
A. Starting all improvement efforts with a clear understanding of the current and desired future state
B. Developing a business case for continual improvement and asking for support from senior management
C. Establishing a strong governance capability to help build a culture of continual improvement
D. Developing a value stream map for the continual improvement effort to better understand how it is working
Answer: C
27. At the start of an organizational change initiative, the managers of an organization ensure that stakeholders know what the change is supposed to achieve and encourage them to discuss it.
Which ‘organizational change management’ requirement does this MOST contribute to？
A. Clear and relevant objectives
B. Strong and committed leadership
C. Willing and prepared participants
D. Sustained improvement
Answer: C
28. A service provider is implementing a new self-service portal for users to request access to IT services. The portal will be made available to 5000 users across 50 sites.
Which is the BEST guidance for producing guidelines for users of the self-service portal？
A. Circulate detailed guidelines to users for using the self-service portal to request access to IT services
B. Provide guidelines for using the self-service portal for access requests to the service desk staff so that they can help users
C. Produce simple guidelines for users of the self-service portal for access requests making it clear who to contact for exceptions
D. Provide guidelines outlining the difference from previous methods of requesting access to IT services
Answer: C
29. A CIO has made value stream mapping a key part of an 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 to document all value stream activities for which they are responsible， then assign team members to each activity to develop improvements
C. Hire an ‘organizational change management consultant to identify the attitudes
D. Ask stakeholders to collaborate to optimize and eliminate waste, and establish metrics for measuring improvement
Answer: D
30. A company is starting a digital transformation effort that will require significant changes in how IT must operate. The Clo hired consultants to assess the IT department, and they identified a number of improvements that would increase customer value.
Which approach would BEST prioritize improvement outcomes？
A. Prioritize outcomes that can be achieved with the least effort, which will help create momentum for future improvements
B. Prioritize outcomes that impact staff the least, which will help staff develop confidence in making improvements
C. Prioritize outcomes that move the organization closer to its vision, which will maximize value for all stakeholders
D. Prioritize outcomes that reduce waste the most. which will ensure efficient use of the organization’s resources
Answer: C
31. A service provider is improving its ‘service desk’ practice and has established the success factor: “improved user satisfaction with the service desk”.
Which is the BEST key performance indicator for measuring this?
A. Reduce time to resolve the underlying cause of incidents
B. 10% increase in calls resolved without escalation by end of the year
C. Accelerate service request fulfilment by the end of quarter 2
D. Increase average time to answer phones by 5%
Answer: B
32. A company has a new, global line of business that has changed how the IT department supports the systems. Recognizing the need for two-way communication for the required changes, IT managers need better ways of obtaining feedback.
Which describes the BEST approach for establishing effective feedback channels?
A. Research how individual teams communicate internally and use the most popular
collaboration tools to collect feedback
B. Establish office hours where staff are encouraged to visit without appointments and
discuss their concerns
C. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
D. Publish a printed weekly newsletter that clearly and consistently communicates change
Answer: A
33. Which BEST describes the relationship between planning and risk?
A. Planning is a high level function, risk management is a tactical activity
B. Planning should always consider risks and how to mitigate them
C. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed
D. Risk management is the exclusive domain of dedicated risk managers
Answer: B
34. The manager of a team of highly-skilled professionals often handles challenging problems personally in an effort to demonstrate expertise.
Which Two are the MOST LIKELY consequences of this behavior?
1. Decisions take longer
2. Employee morale improves
3.Decisions are made quickly
4. Employee morale suffers
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1and 4
Answer: D
35. An internal service provider is creating a business case to justify the purchase of a new service management toolset. The business case includes several options from multiple vendors.
Which is MOST important to include in the business case?
A. The techniques used to develop the service provider’s strategy
B. The risks to the toolset vendors of not selecting their product
C. An evaluation of organizational constraints on the use of the toolset
D. A description of how the guiding principles will be used to implement the toolset
Answer: C
36.An internet service provider has recently acquired a smaller competitor and has performed an analysis of internal and external factors affecting both companies. The competitor was acquired because of their popularity in the market due to excellent service levels. The management are about to integrate the staff and practices of the two organizations and would like to ensure that this is successful.
Which assessment method is BEST for them to adopt?
A. Strengths, weaknesses, opportunities, threats (SWOT)
B .Customer/user satisfaction
C. Change readiness
D. SLA achievement
Answer: C
37. A legacy financial system requires the user to manually enter the time and date of transactions to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are TWO effective controls that could improve compliance?
1. Modify the application to automatically add the current date and time when a transaction is entered
2. Establish a communication plan to remind users of the importance of including the date and time on transactions
3. Develop a goals cascade so that all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take appropriate action
to correct them
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer: D
38. A service provider has a small technical support team, who are based in a remote location and provide support to a critical service. The support group have a reputation for providing excellent service. Head office, who control budget decisions, are implementing an improvement project for the service.
What should the service provider do FIRST to identify the support team’s involvement in the project?
A. Inform the support team that they will receive regular email updates
B. Initiate a discussion with the support group to understand their preferred method of communication
C. Agree a method for involving the support team in financial decisions
D. Use the same method of communication as agreed with all project stakeholders
Answer: B
39. An IT department is functioning as a service provider for the company it is a part of.
Which statement about this provider’s governance is CORRECT?
A. An internal service provider’s governance is limited to external factors such a regulations and legislation
B. An internal service provider is not subject to governance because they are part of the same company
C. An internal service provider cannot govern itself unless it has specifically delegated the authority by the company’s governing body
D. An internal service provider must use the service value system instead of governance
Answer: C
40. An organization is mapping a value stream for an IT service. In the current map, the same activity is repeated multiple times. When identifying opportunities to remove waste from the value streams, it has been determined it that several days could be removed from the delivery time by eliminating repeated work.
What is this an example of?
A. Cascading goals through the organization
B. Building value chains on effective practices
C. Optimizing a workflow through the organization
D. Establishing clear objectives for assessments
Answer: C