When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?
A. Create a clear picture of what is changing and why it is valuable
B. Develop a value stream map of the desired future changes
C. Create corrective action plans for staff who are resistant to the change
D. Communicate areas of waste that can be eliminated
An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices. How can managers use Toyota Kata to help employees adjust to these different ways of working?
A. By encouraging the practicing of routines to unlearn old habits and learn new ones
B. By creating detailed plans that predetermine how to approach large changes
C. By making hard decisions for the teams and providing step-by-step guidance
D. By encouraging widespread changes that involve the teams starting from scratch
How should the seven guiding principles be combined when an organization is making a decision?
A. By using all the guiding principles equally when making any decision
B. By using the one or two guiding principles that are most relevant to the specific decision
C. By using the focus on value' principle and one or two others that are relevant to the specific decision
D. By reviewing each guiding principle to decide how relevant it is to the specific decision
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?
A. Service integration and management
B. Machine learning
C. Swarming
D. An information model
What do design thinking and service-dominant logic have in common?
A. Both require clearly defined requirements and acceptance criteria
B. Both involve collaborating with customers to ensure their needs are met
C. Both focus on product functionality and on building new features
D. Both focus solely on the needs and problems of the consumers
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?
1.
Modify the application to automatically add the current time and date when transaction is entered
2.
Establish a communication plan to remind users of the importance of time and date on transactions
3.
Develop a goals cascade so all staff know their role in achieving company goals
4.
Create a report showing non-compliant records and take action to correct
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?
A. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
B. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes
C. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
D. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.
Which is MOST LIKELY to be a threat to maintaining the relationship?
A. Scheduling interactions between customer and service provider
B. Changes in service provider and customer staff
C. Failing to explain service provider actions that impact the customer
D. Failing to deal with communication in a timely fashion
Which BEST describes the primary role of a governing body?
A. To establish and regularly review the goals cascade throughout the organization
B. To develop and regularly review IT measures and metrics
C. To annually review and approval of IT projects to maximize business value
D. To establish and regularly review the effectiveness of risk management and internal controls
Which is a method for value-driven, data-driven and user-centered service design?
A. Stakeholder analysis
B. Balanced scorecard
C. Design thinking
D. The MoSCoW method
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