Question 1

An organization is in the process of replacing all its desktop computers, involving multiple support teams.

Which is an example of a measurement that tracks the project's advancement?

Options :

A : Count of desktop computers replaced without adhering to approved procedures

B : Percentage of desktop computers replaced within the allocated time frame

C : Monthly count of desktop computers replaced by each support team

D : Percentage of desktop computers replaced and verified as completed

Answer: D

Question 2

What is emphasized in considering the measurements of IT components in relation to service performance?

Options :

A : The correlation between component performance and user experience

B : The automatic calculation of statistics for improved reporting

C : The direct guarantee of intended value to users

D : The standalone importance of statistics reflecting good performance

Answer: A

Question 3

In the context of an organization following a strategy of acquiring smaller companies to enhance its product portfolio, and facing a growing disengagement issue, particularly among IT employees who perceive a lack of attention from their managers, what measures can be taken to enhance the engagement of IT staff in light of these changes?

Options :

A : Facilitate employees in proposing methods to align with and support the company-s strategic objectives

B : Provide mechanisms for employees to offer feedback through structured communication channels, fostering an open dialogue with management

C : Organize informal gatherings to recognize and celebrate the contributions and efforts of IT staff

D : Institute a structured mentorship program to connect IT personnel from the parent company with their counterparts from the acquired firms

Answer: B

Question 4

An organization is in the process of planning a substantial transformation in how incidents are reported and resolved. The objective is to encourage users to employ a self-service portal for incident logging, while simultaneously necessitating that IT personnel adopt new procedures for reporting and resolving incidents. The organization regards the success of this initiative as pivotal, yet it expects resistance to change.

What is the MOST EFFECTIVE strategy to ensure the success of this initiative?

Options :

A : Conduct training sessions for support staff on the new procedures and utilize the service desk to notify users of the change, enabling them to seek clarification when needed.

B : Leverage a combination of communication channels such as email, social media, posters, and meetings to disseminate information about the changes, ensuring maximum outreach.

C : Establish a new social media platform dedicated to communicating the change and encourage all staff to engage by posting comments about the new operational methods.

D : Opt for communication methods that are well-known to each group of stakeholders and implement feedback mechanisms that allow for anonymity if preferred.

Answer: D

Question 5

In a government agency facing challenges in modernizing business processes to meet growing demand for digital services, marked by a policy-driven culture resulting in prolonged IT request processing, what is the MOST EFFECTIVE approach to mitigate strict adherence to policy and allow IT staff some leeway in achieving improved business outcomes?

Options :

A : Informally communicate to IT staff that they are not bound by policies causing delays

B : Create a set of guidelines that offer recommended practices and communicate that achieving results without openly violating policies is the primary objective

C : Develop a training program to enhance staff understanding of existing policies and underscore the consequences of non-compliance with policies

D : Embrace a more flexible culture, eliminate policies, and empower staff to make autonomous decisions promptly

Answer: B

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