ITIL is from the United Kingdom?s Office of Governance Commerce

ITIL ITIL is from the United Kingdom?s Office of Governance Commerce

Question 18 Answer: D Reasoning: Activity, or the busyness, is not a measurement of performance.

The focus of performance measurement is on the return of work, not the type of work performed.

Question 19 Answer: B Reasoning: processes.

Question 20 Answer: C Reasoning: Organizational change is a result of changes to the overall strategy of the enterprise.

Question 21 Answer: D Reasoning: transformational Leadership describes the situation where an inspiring leader creates and communicates a vision for the future of the organizational.

Question 22 Answer: A Reasoning: An incentive for meeting or exceeding performance standards is considered an award.

Outcomes are intangible outputs of a system?s 176 Copyright The Art of Service ?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 Question 23 Answer: B Reasoning: The IT strategy committee has several responsibilities with respect to IT, including the alignment of IT and business objectives, goals, and direction.

Question 24 Answer: D Reasoning: Strategic alignment attempts to provide IT services that fulfill business needs.

Question 25 Answer: C Reasoning: Several areas comprise the business expectations on an IT deliverable, including fit for purpose, flexibility, throughput, response times, ease of use, resiliency, security, and the integrity, accuracy, and currency of information.

Question 26 Answer: B Reasoning: The four levels of the business value hierarchy are: Firmware IT infrastructure, Business Unit IT Applications, Business Unit Operational, and Business Unit Financial.

Question 27 Answer: A Reasoning: Capability Maturity Model Integration is a product of the Software Engineering Institute.

COBIT and Val IT are the result of 177 Copyright The Art of Service ?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 efforts from the IT Governance Institute.

ITIL is from the United Kingdom?s Office of Governance Commerce.

Question 28 Answer: D Reasoning: PRINCE2, along with PMBOK, is a framework for project management work within business and IT environments.

Question 29 Answer: B Reasoning: In an hierarchy where all three committees would be present, the Investment Committee would be presented with business cases from the enterprise for consideration, approval, and monitoring.

Question 30 Answer: D Reasoning: Procedures are driven by policies, which in turn are driven by objectives.

Measurements usually focus on the performance of procedures within the environment.

Given these general relationships, auditors will test the controls in an environment using the procedures in which the controls are embedded within.

Question 31 Answer: A Reasoning: The META Group Investment type “Growing the Business” looks for improving efficiency by reducing costs for the business or increasing the competitiveness of the business. 178 Copyright The Art of Service ?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 Question 32 Answer: C Reasoning: “SMART” is an acronym for Specific, Measurable, Actionable, Realistic, and Time-Bound.

IT describes the construction of business scenarios and measurements.

Question 33 Answer: D Reasoning: Strategic direction is typically communicated through the creation and adoption of policies by the enterprise, which serves as a blueprint for control within the environment.

Question 34 Answer: B Reasoning: ITIL is a set of processes for IT Service Management, comprising of 34 books within 5 disciplines.

Question 35 Answer: A Reasoning: Risk Management focuses on the protection of IT assets from vulnerabilities in the business, IT, and from potential disasters.

Question 36 Answer: B Reasoning: Also called the CIA triad, confidentiality, integrity, and availability are the foundational pillars of information technology security. 179 Copyright The Art of Service ?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 Question 37 Answer: D Reasoning: The most effective governance efforts will monitor all types of changes, specifically those impacting the organization, culture within the organization, and the processes used by the organization.

Question 38 Answer: C Reasoning: Systems thinking is a tool of systems analysis where the system is understood from a broad perspective.

Question 39 Answer: B Reasoning: Compassion is a characteristic of a person, not an activity.

Management activities typically fall into planning, organizing, leading, and coordination.

Question 40 Answer: A Reasoning: The mission defines the overall purpose of the organization.

The vision is an agreement on how the organization should work.

Strategic Goals support the mission of creating organizational accomplishments, while strategies are approaches for fulfilling those goals. 180 Copyright The Art of Service ?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 10 References CISA Review Manual 2007.

Information Systems Audit and Control Association, Illinois: 2006 Information Security Governance: Guidance for Boards of Directors and Executive Management 2nd Edition, IT Governance Institute, www.itgi.org.

ITIL Service Design, The Stationary Office, Norwich: 2007 The Official Introduction to the ITIL Service Lifecycle, The Stationary Office, London: 2007 CompTIA Network+ Exam Objectives.computing Technology Industry Association: 2008.

Tipton, Harold F.

And Henry, Kevin.

Official (ISC) 2 Guide to the Optimizing Value Creation from IT Investments.

IT Governance Institute, USA; 2005.

Measuring and Demonstrating the Value of IT.

IT Governance Institute, USA; 2005.

Enterprise Value: Governance of IT Investments, The Business Case.

IT Governance Institute, USA; 2006.

Information Risks: Whose Business Are They? IT Governance Institute, USA; 2005.

Governance of Outsourcing.

IT Governance Institute, USA; 2005.

IT Alignment: Who is in Charge? IT Governance Institute, USA; 2005.organizational Change and Development.

Http://managementhelp.org/org_chng/org_chng.htm 181 Copyright The Art of Service ?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 ISACA information: www.ISACA.com

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ITIL and  ITIL is from the United Kingdom?s Office of Governance Commerce

ITIL - ITIL is from the United Kingdom?s Office of Governance Commerce

ITIL and  ITIL is from the United Kingdom?s Office of Governance Commerce

ITIL - ITIL is from the United Kingdom?s Office of Governance Commerce