All projects that are presented in your organization must go through a board to review the return on investment, risk, and worthiness of a project. All projects are considered but not all projects are initiated. What is the name of the process that this board is completing in your organization?
Correct Answer: C
Section: Volume A Explanation/Reference:
Question 32
An enterprise has made the strategic decision to begin a global expansion program which will require opening sales offices in countries across the world. Which of the following should be the FIRST consideration with regard to the IT service desk which will remain centralized?
Correct Answer: A
The first consideration with regard to the IT service desk that will remain centralized is the effect of regional differences on service delivery. This is because regional differences can pose various challenges and opportunities for the IT service desk, such as: Language and cultural barriers: The IT service desk staff should be able to communicate effectively and respectfully with customers from different countries and backgrounds, and understand their needs, preferences, and expectations. This may require hiring multilingual staff, providing language training, using translation tools, or outsourcing some services to local providers1. Time zone differences: The IT service desk should be able to provide timely and consistent support to customers across different time zones, and avoid delays or disruptions in service delivery. This may require extending the service hours, implementing shift work, using automation tools, or outsourcing some services to local providers2. Legal and regulatory differences: The IT service desk should be aware of and comply with the local laws and regulations that apply to the IT services they provide, such as data protection, privacy, security, taxation, and consumer rights. This may require conducting a risk assessment, obtaining legal advice, implementing policies and procedures, or outsourcing some services to local providers3. Technical and operational differences: The IT service desk should be able to adapt to the technical and operational requirements and challenges of the different regions they serve, such as network connectivity, bandwidth, infrastructure, devices, software, standards, and best practices. This may require conducting a feasibility study, investing in technology upgrades, implementing quality assurance measures, or outsourcing some services to local providers4. The other options, identification of IT service desk functions that can be outsourced, enforcement of a standardized policy across all regions, and availability of adequate resources to provide support for new users are also important considerations for the IT service desk that will remain centralized, but they are not the first one. They are more related to the implementation and execution of the IT service desk strategy, rather than its design. They are also influenced by the regional differences factor, as they depend on the level of variation and complexity that the IT service desk faces in different regions. Reference:= Five Ways to Provide a World Class Service Desk Experience, How to Run an IT Service Desk in a Hybrid or Remote World - Gartner, Best Practices for Building a Service Desk | Atlassian, The Top 18 Help Desk Metrics and Best Practices - HubSpot Blog
Question 33
An IT strategy committee wants to ensure stakeholders understand who owns each strategic objective. To enable this understanding, which of the following should be communicated to stakeholders?
Correct Answer: A
A RACI chart is a tool that assigns roles and responsibilities for each strategic objective, using the acronym RACI to denote who is Responsible, Accountable, Consulted, and Informed for each objective. A RACI chart can help stakeholders understand who owns each strategic objective, who is involved in its execution, and who needs to be updated on its progress and outcomes. A RACI chart can also help avoid confusion, duplication, or conflict among stakeholders, and ensure clear communication and accountability for each objective.
Question 34
A healthcare enterprise that is subject to strict compliance requirements has decided to outsource several key IT services to third-party providers. Which of the following would be the BEST way to assess compliance and avoid reputational damage?
Correct Answer: B
Question 35
Which of the following BEST indicates that a change management process has been implemented successfully?
Correct Answer: D
Outcome measures are tools used to assess the effect, both positive and negative, of an intervention or treatment1. Outcome measures can indicate whether a change management process has been implemented successfully by comparing the actual results of the change with the expected or desired results2. Outcome measures can also help evaluate the impact of the change on the organization's performance, quality, and value3. The other options are not the best indicators of successful change management implementation. Maturity levels are a way of assessing the degree of development and sophistication of a process, but they do not necessarily reflect the outcomes or benefits of the process4. Degree of control is a measure of how well a process is managed and monitored, but it does not capture the effectiveness or efficiency of the process. Process performance is a measure of how well a process meets its objectives and requirements, but it does not account for the outcomes or consequences of the process. References: 3: https://www.physio-pedia.com/Outcome_Measures 2: https://www.isc.hbs.edu/Documents/pdf/2020-outcome-measurement-feeley.pdf 1: https://en.wikipedia.org/wiki/Outcome_measure 4: https://www.coursera.org/articles/change-management-process 5: https://www.sciencedirect.com/topics/engineering/degree-of-control 6: https://www.sciencedirect.com/topics/engineering/process-performance
