Category: Certification Exams Questions

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, with customers frequently calling to check on the status of work requests. Which...

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? OPTIONS Kanban Risk management Measurement and reporting Cascading objectives ANSWER Risk management...

OPTIONS Governance Management Improvement Compliance ANSWER Compliance EXPLANATION Compliance is both the act and result of ensuring that a standard or set of guidelines are followed, or that proper, consistent accounting or other practices are being employed.

An organization recently completed a major system implementation that is a 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? OPTIONS Use new team members...

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 over others. What should their primary consideration be when prioritizing the improvement outcomes? OPTIONS The highest number...

A new CIO has been a part of the executive team’s development of a new strategic plan for the company. The plan calls for a significant transformation of the IT department to meet aggressive goals and objectives. Before starting the major IT transformation, what should...

The management of an IT service provider believes that while their staff is well-trained, enthusiastic, and cooperative, their work often puts them in conflict with each other. The management team believes this is because staff performance measurement is not aligned with the organization’s strategy. Which...

OPTIONS Formally documenting statements of management expectations Enhancing the ability of a service or product to deliver value Creating a method of achieving a service provider goal Guiding the service provider organization ANSWER Enhancing the ability of a service or product to deliver value EXPLANATION...

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? OPTIONS The availability of the new...

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...