Question 1

Which statement BEST describes the role of IT staff in risk management?

AIT staff have a perspective of potential risks in their work, and are responsible for contributing to the effective management of risks

BWhen IT services fail because of unidentified risk, responsible staff must be held accountable

CIT staff cannot be relied on to objectively identify potential risks in their work

DIT risk management is a specialized skill and should be performed only by specially trained staff

Answer : A

Question 2

Which is the MAIN reason for service providers to encourage feedback on service provision?

ATo provide sources of continual improvement of services and practices

BTo allow the service consumer to identify potential super-users

CTo establish which user communities are providing most value

DTo allow service consumers to compare service providers

Answer : A

Question 3

An organization is undergoing a digital transformation. New behaviour patterns are encouraged among the teams. Many employees have adopted these patterns, but others are reluctant and unsure. An anonymous survey conducted by the leadership team highlighted that some team members avoid experimentation and prefer to search or wait for a single correct solution.

Which TWO key behaviour patternsare MOST LIKELY to be affected by this attitude?

1. Accept ambiguity and uncertainty

2. Commit to continual learning

3. Help get customers'jobs done

4. Trust and be trusted

A3 and 4

B1 and 4

C1 and 2

D2 and 3

Answer : C

Question 4

An employee has some concerns at work but does not share this information with others because they fear that this

would damage their reputation and position.

What is PRIMARILY concerned with preventing this situation?

AIntegration of duties

BToyota Kata

CDesign thinking

DSafety culture

Answer : D

Question 5

Which value chain activity communicates the current status of all four dimensions of service management?

AImprove

BEngage

CPlan

DObtain/build