$1.$ IT change management comes with an implicit oath to $$do no harm$$ to the business $($which includes the underpinning IT services

a$.$

True

b$.$

False

$2.$ IT change management is an organizational capability that seeks to:

a$.$

Maximize negative impact of changes to$/$for the business

b$.$

Support timely and effective implementation of business$-$required changes

c$.$

Increase business profit

d$.$

All of the above

Building an IT change management capability requires the investment of organizational time and resource.

a$.$

True

b$.$

False

Question $12$

The ultimate goal of IT change management as an organizational capability is to do the following except to:

a$.$

Minimize positive impact of changes to$/$for the business

b$.$

Support timely and effective implementation of business$-$required changes

c$.$

Manage risk to the business appropriately

d$.$

Ensure changes achieve desired business outcomes

e$.$

All of the above

Question $13$

Who can be affected by change management?

a$.$

Part of the organization.

b$.$

Systems and software

c$.$

People, both in IT and the business.

d$.$

None of the above

Question $14$

The appropriate management of risk strikes the optimal balance between risk elimination on the one hand and value realization on the other.

a$.$

True

b$.$

False

Question $15$

Change management programme guarantee zero risk; and this is the goal of risk management.

a$.$

True

b$.$

False

Question $16$

Timeliness is a measure of how well the change management capability meets business needs.

a$.$

True

b$.$

False

Question $17$

What are the wrong reasons for wanting to improve a change management capability.

a$.$

To get people to follow the process.

b$.$

Because the company I used to work for did it $($or did it better$)$

c$.$

I just came back from training and I$$m really excited about it

d$.$

To ensure all changes go through the CAB.

e$.$

All of the above

f$.$

All of the above except B

g$.$

None of the above

Question $18$

Change management is a capability to:

a$.$

Support timely and effective implementation of business$-$required changes.

b$.$

Manage risk appropriately.

c$.$

Minimize negative business impact.

d$.$

Ensure changes deliver desired business outcomes.

e$.$

All of the above

f$.$

All of the above except B

g$.$

None of the above

Question $19$

Change management serves as a critical control point where compliance objectives are enforced.

a$.$

True

b$.$

False

Question $20$

Business outcomes are tangibly different in that they are closely related to customer satisfaction and the success of the business itself.

a$.$

True

b$.$

False

Question $21$

Unintended consequences are not limited to technical and infrastructure issues, incompatibility of components and the like. They might also include:

a$.$

Usability issues

b$.$

Degradation of performance of existing parts of the service

c$.$

Accidental compromise of information security

d$.$

Failure to notify appropriate stakeholders in a timely manner.

e$.$

All of the above

f$.$

None of the above

Question $22$

A guiding principle of all successful change management efforts is to ensure that $$business value$$ are quantifiable and measurable and expressed in business terms.

a$.$

True

b$.$

False

Question $23$

Change management is often referred to as a process.

a$.$

True

b$.$

False

Question $24$

Managing the technical details of IT changes is necessary and important to ensure successful business outcomes.

a$.$

True

b$.$

False

Question $25$

A programme that focuses on the technical aspects of change at the expense of business risk considerations is not going to be successful; but it can be challenging for IT people to understand the relationship between the two.

a$.$

True

b$.$

False