Which option best describes a purpose of Organisational Change Management?
A. To minimise the risk and interruption to users and services
B. To understand the impact of every change to IT services
C. To ensure that processes and procedures are kept constantly in alignment
D. To prevent abuse of the Change Management process by rogue emergency changes
Which of these options best describes the benefits of using an Organisational Change Management process?
A. It reduces risk and the cost of implementing individual Changes
B. It removes risk and involves stakeholders in the implementation of Changes
C. It improves the organisations performance and service delivery management Information
D. It reduces the adverse impact of Changes and ensures that only approved Changes are implemented
You need to write a business case for your new ITSM software system; which key element is it appropriate to include?
A. A clear list of potential savings
B. The impact on board members of not buying the software
C. An ROI report on the technical and operational benefits
D. A specification for a CMDB
Which option is the best description of Return on Investment (ROI)?
A. It is a method used to calculate the expected lifecycle of a product
B. It is an assessment of costs and profits
C. It is an assessment of costs and benefits
D. It is a method used to determine the percentage of profit to be reinvested
You have been informed that a company merger is planned which will potentially increase the number of supported users by 15 percent. Why is it important for you to understand the commercial management of the Service Desk?
A. To reduce Service Desk costs for the new business situation
B. To determine the impact of proposed services on the IT organisation
C. To produce regular progress reports on the results of the integration
D. To manage the professional development of the Service Desk people
Which of these options is a financial management activity?
A. Showing how calculating user and customer billing demonstrates value for money
B. Delivering clear benefits from IT services over a one-year period
C. Accounting for fixed and variable losses in specific problem situations
D. Understanding how to calculate unit costs for the delivery of service
You want to develop your career and position within the organisation, what steps could you take to improve your profile and influence?
A. Take the initiative in all business decisions
B. Display your acumen through strong judgement and decision making
C. Always ensure that your opinion is heard at meetings
D. Delegate as much of your work as possible
Which of these options is NOT an objective of financial management?
A. To ensure that the annual budget for the IT organisation is always reduced
B. To align IT service costs to business processes
C. To support the customer and the business by delivering value for money
D. To understand the cost of providing IT services
How can you best demonstrate understanding of your Service Desks strategic responsibilities?
A. Understand what activities your Service Desk should undertake to support the organizations strategic plans
B. Advise senior management about your strategic management skills and experience
C. Provide detailed analyses of the Service Desks activities for the previous year
D. Provide strategic plans that detail the role of the Service Desk and how it can be utilised to manage all IT Service operations
Why is it important to integrate business and IT objectives?
A. To ensure that IT works towards the same goals as the business
B. To ensure that the development of IT services is in line with current industry best practice
C. To give the business confidence in the IT services function
D. To allow IT to be effectively built into every business area
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