Question 1

What is organizational change management (OCM) MOST likely to contribute to in an organization?

Accepted Answer

Correct answer: B

Question 2

See the Scenario for additional information.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last
20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent
company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
 Inefficiencies caused by the current IT structure
 Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture operates as
an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB). DriveYou.com develops custom applications
using a highly collaborative, rapid and iterative development approach. Their employees are mostly research and development experts, working from multiple
locations, with a significant number working from home. Initial driverless car testing is being conducted in the

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US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a DriveYou.com
supplier manager.
Some of the issues that DriveYou.com needs to address include:
 Better structure and accountability around their work practices
 Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally,
and some were funded and run independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in the main
library, run by library staff. Library services and IT are both part of the university’s administrative services division. Recently, under a new CIO, there has been a
drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high performance
computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
 Complete the centralization and consolidation of IT
 Manage growth and increasing IT demand
 Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure and
consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong Cars.Some
of the issues that GCITS needs to address include:
 Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation systems and
safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes bi0directional sharing of large
amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are provided by
the Nevagon State central IT department.
GCITS will create a new ‘global mobile VIP service’ for CruiseAlong Cars senior executives, which will give them access to corporate IT services from mobile
devices, from any location. The new service will be delivered by the existing GCITS centralized service desk. It will include 24/7 support, and reported incidents
and requests will be treated as a high priority.
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom provider. Effective and efficient escalation of incidents will be
crucial to the success of the global mobile VIP service. Staff in GCITS, CruiseAlong Cars and Mobilwork could be involved in escalation.
Which is the BEST tool to use, and to whom will it be provided?

Accepted Answer

Correct answer: C

Question 3

Why is stakeholder management an important part of any improvement initiative?

Accepted Answer

Correct answer: D

Question 4

See the scenario for additional informational.

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CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last
20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent
company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
 Inefficiencies caused by the current IT structure
 Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture operates as
an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research
and development experts, working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US
at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a DriveYou.com
supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally,
and some were funded and run independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in the main
library, run by library staff. Library services and IT are both part of the university’s administrative services division. Recently, under a new CIO, there has been a
drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high performance
computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
 Complete the centralization and consolidation of IT
 Manage growth and increasing IT demand
 Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure and
consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong Cars.Some
of the issues that GCITS needs to address include:
 Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)

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NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation systems and
safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes bi0directional sharing of large
amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are provided by
the Nevagon State central IT department. DriveYou.com decided to move the storage and management of their testing data to a new platform so that they can
share it more effectively with the UoB. They also need to facilitate data transfer from new CruiseAlong Cars research facilities in Japan and Australia.
The DriveYou.com project manager needs to establish an effective channel of communication with CruiseAlong Cars’ new research facilities. There is already a
plan for communicating with other stakeholders.
Which is the BEST approach?

Accepted Answer

Correct answer: C

Question 5

See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last
20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent
company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
 Inefficiencies caused by the current IT structure
 Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture operates as
an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research
and development experts, working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US
at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a DriveYou.com
supplier manager.

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Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally,
and some were funded and run independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in the main
library, run by library staff. Library services and IT are both part of the university’s administrative services division. Recently, under a new CIO, there has been a
drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high performance
computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
 Complete the centralization and consolidation of IT
 Manage growth and increasing IT demand
 Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure and
consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong Cars.Some
of the issues that GCITS needs to address include:
 Succeed in establishing a strategic partnership with CruiseAlong Cars Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation systems and
safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes bi0directional sharing of large
amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are provided by
the Nevagon State central IT department.
GCITS have a major audit coming up to verify continued compliance to the ISO/IEC 20000 standard. In preparation for the audit, they are conducting a series of
internal audits.
GCITS has grown through acquisition. The latest acquisition, Optimsolv, does not comply with ISO/IEC 20000.
Optimsolv has a number of process improvements that need to be implemented to attain compliance. GCITS has six months to ensure that Optimsolv is compliant.
The project manager has identified the relevant stakeholders in the initiative.
What is the BEST step to take next in the stakeholder management process, and why?

Accepted Answer

Correct answer: C

Question 6

See the scenario for additional informational.

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CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last
20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent
company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
 Inefficiencies caused by the current IT structure
 Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture operates as
an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research
and development experts, working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US
at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a DriveYou.com
supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally,
and some were funded and run independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in the main
library, run by library staff. Library services and IT are both part of the university’s administrative services division. Recently, under a new CIO, there has been a
drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high performance
computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
 Complete the centralization and consolidation of IT
 Manage growth and increasing IT demand
 Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure and
consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong Cars.Some
of the issues that GCITS needs to address include:
 Succeed in establishing a strategic partnership with CruiseAlong Cars Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation systems and
safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes bi0directional sharing of large
amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are provided by

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the Nevagon State central IT department.
The IT department at the UoB does not have a service catalogue or a service portfolio, and there is limited understanding of the structure and value of services in
the organization. Many of the individual departments and faculties are resistant to the CIO’s vision for global services.
They have decided to appoint business relationship managers (BRMs) who will be expected to address many of the challenges, in order to support collaboration
and help to define global services. Some business analysts are going to be transferred to these new positions.
Which is the BEST way for a new BRM at the UoB to understand their customers’ needs?

Accepted Answer

Correct answer: D

Question 7

See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last
20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent
company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
 Inefficiencies caused by the current IT structure
 Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture operates as
an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research

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and development experts, working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the
US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a DriveYou.com
supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally,
and some were funded and run independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in the main
library, run by library staff. Library services and IT are both part of the university’s administrative services division. Recently, under a new CIO, there has been a
drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high performance
computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
 Complete the centralization and consolidation of IT
 Manage growth and increasing IT demand
 Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure and
consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong Cars.Some
of the issues that GCITS needs to address include:
 Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation systems and
safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes bi0directional sharing of large
amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are provided by
the Nevagon State central IT department.
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will deploy new mobile technology to
enhance the user experience. They will also improve the incident management and request fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been appointed for this improvement initiative.
Some KPIs have been defined to assess the ‘did we get there?’ step of the CSI approach. Two of these are:
Are these KPIs SMART?

Accepted Answer

Correct answer: C

Question 8

See the Scenario for additional information.

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CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last
20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent
company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
 Inefficiencies caused by the current IT structure
 Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture operates as
an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research
and development experts, working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US
at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a DriveYou.com
supplier manager.
Some of the issues that DriveYou.com needs to address include:
 Better structure and accountability around their work practices
 Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally,
and some were funded and run independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in the main
library, run by library staff. Library services and IT are both part of the university’s administrative services division. Recently, under a new CIO, there has been a
drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high performance
computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include: Complete the centralization and consolidation of IT Manage growth and increasing IT demand
Demonstrate value through competitive, responsive and transparent services Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure and
consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong Cars.Some
of the issues that GCITS needs to address include:
 Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation systems and
safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes bi0directional sharing of large

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amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are provided by
the Nevagon State central IT department.
GCITS will create a new ‘global mobile VIP service’ for CruiseAlong Cars senior executives, which will give them access to corporate IT services from mobile
devices, from any location. The new service will be delivered by the existing GCITS centralized service desk. It will include 24/7 support, and reported incidents
and requests will be treated as a high priority.
GCITS has subcontracted global mobile network access to Mobilwork, an international telecom provider. Which two rows show the CORRECT use of OCM
techniques in the global mobile VIP project?

Accepted Answer

Correct answer: D

Question 9

See the scenario for additional informational.
CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last
20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent
company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two
countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
 Inefficiencies caused by the current IT structure
 Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture operates as
an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein
(UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research
and development experts, working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US
at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a DriveYou.com
supplier manager.
Some of the issues that DriveYou.com needs to address include:
 Better structure and accountability around their work practices
 Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally,
and some were funded and run independently by each faculty. Centrally owned services include a ‘walk-in’ service desk, plus a separate service desk in the main
library, run by library staff. Library services and IT are both part of the university’s administrative services division. Recently, under a new CIO, there has been a
drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high performance
computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
 Complete the centralization and consolidation of IT
 Manage growth and increasing IT demand
 Demonstrate value through competitive, responsive and transparent services
Global City Services (GCITS)
GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure and
consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong Cars.Some
of the issues that GCITS needs to address include:
 Succeed in establishing a strategic partnership with CruiseAlong Cars
Nevagon State Department of Transportation (NSDoT)
NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation systems and
safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes bi0directional sharing of large
amounts of data.
The NSDoT’s internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are provided by
the Nevagon State central IT department.
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will deploy new mobile technology to
enhance the user experience. They will also improve the incident management and request fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been appointed for this improvement initiative.
The project manager is trying to understand the current level of service provided to senior executives. Which is an example of a CSF for the ‘customer’ quadrant
of the balanced scorecard?

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Accepted Answer

Correct answer: C

Question 10

The improvement initiative has been running for a year and the BRMs believe it has been successful.What is the BEST way to demonstrate its success?

Accepted Answer

Correct answer: C