Question 1

When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

Options :

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

Answer: A

Question 2

Which is a method for value-driven, data-driven and user-centered service design?

Options :

A : Stakeholder analysis

B : Balanced scorecard

C : Design thinking

D : The MoSCoW method

Answer: C

Question 3

What BEST describes the relationship between planning and risk?

Options :

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

Question 4

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?

Options :

A : Service integration and management

B : Machine learning

C : Swarming

D : An information model

Answer: C

Question 5

A designer has been asked by an organization to design a new office chair. The designer has proposed a plant that they have been asked to validate. In 'design thinking', what should the designer do to BEST validate the plan

Options :

A : Ask the user to communicate their needs for the chair

B : Ask the user to provide feedback on a prototype of the chair

C : Adopt the user-s point of view of using the chair

D : Decide for the user what is important for the chair

Answer: A