NO.21 When selecting a new vendor, continuity needs to be guaranteed as much as possible. At a minimum, which criteria are considered?

NO.22 The project brief/project charter is created. Which of the following is not part of it?

NO.23 A customer survey needs to be designed. What is the most important factor for success?

NO.24 Being part of service management, business relationship management follows the principles of the service lifecycle. Which of the below is not part of activities defined in service operation?

NO.25 The Service Level Agreement (SLA) mentions a section ‘estimated system response times’. What is not a key factor for a successful delivery?

NO.26 Users (customers) are complaining about the quality of how problems are being solved. What is the most likely cause?

NO.27 As part of the business continuity plan preparations, management wants a site arrangement to facilitate a desk for the workers. Which site do you recommend?

NO.28 Before the marketing department will decide on a new advertising campaign, it wants to be able to gain more insights into the customer, being able to predict the products customers will purchase in the near future. What is a ‘must-have’ criterion in terms of the technology the marketing department is interested in?

NO.29 Whilst creating the IT service catalog, a needs analysis is conducted. One of the items discussed is the data points required for the IT services. What is the objective of these data points?

NO.30 Whilst creating the budget for the project, stakeholders demand that the project manager submits a budget proposal as accurate as possible, supported by a Work/Product Breakdown Structure (WBS/PBS). What is the preferred budget estimation?

NO.31 In vendor selection, what is the most important reason for a reference check?

NO.32 What is the Critical Success Factor (CSF) in IT services review?

NO.33 A new system (application) is developed for the marketing department. Stakeholders have demanded an independent white box test to take place. What are the stakeholders’ biggest concern?

NO.34 Controls to manage risk have been implemented and evaluated successfully. Risks are now at the level which the organization is willing to accept. What is the name of this risk?

NO.35 In business continuity planning, the maximum age of the data to restore in the event of a disaster is considered which of the following?

NO.36 To further reduce fraud cases in the transfer of land titles, the government introduces a new system which, in the back-end, makes use of blockchain technology. Key functionality of the system is speed of transmission and privacy. Which type of blockchain is most preferred for this type of application?

NO.37 On behalf of senior management, the Human Resource management department instructs all unit managers to perform appraisal meetings using SMART conditions. Which method is expected to be followed?

NO.38 Senior management suspects possible threats in the IT organization and demands a high-level assessment which will list risks identified in order of priority for treatment. Which type of analysis should be conducted?

NO.39 Senior management requests a service requirement analysis to justify the need for a vendor. During the analysis, it is concluded that the internal IT provider has insufficient manpower and lacks the skills to deliver the work required. Which gaps are identified?

NO.40 Before signing the contract with the proposed vendor, concerns have been raised over future price increases.
The internal business units, however, insist that the agreement with the vendor must take place as a result of the vendor evaluation process. What is the likely action to take?

NO.41 Senior management is concerned fraudulent activities may take place during large financial transactions. To reduce the risk of fraud, it expects the proper controls to be in place. Which security principle is in need of the highest attention?