Alignment with Business Goals ACCISO Practice Questions (Page 10)

Questions 46–50

1. 46expert · hard

   A financial services firm has implemented a new trading platform. The IT department reports that the platform is meeting all technical KPIs, such as response time and availability. However, the business reports that the platform has not increased trading volume as expected. The CIO suspects a misalignment between IT metrics and business goals. Which action would best address this?

   • AIncrease the technical KPIs' targets to ensure the platform performs even better.
   • BReplace the technical KPIs with a single business metric, such as trading volume, to measure success.
   • CConduct a joint review with business and IT to define a balanced set of KPIs that link technical performance to business outcomes.
   • DAccept that technical KPIs are sufficient and assume the business will see results over time.
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2. 47application · medium

   A company is implementing a new expense reporting system. The finance team is enthusiastic, but the sales team is resistant because they are used to the old process. The project manager needs to increase adoption. Which communication strategy is most likely to succeed?

   • ASend a company-wide email highlighting the system's features and benefits.
   • BAnnounce that the old system will be decommissioned in two weeks to force adoption.
   • CCreate a targeted communication and training plan for the sales team, addressing their specific workflow changes and benefits.
   • DHold a town hall meeting to explain the system and answer questions.
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4. 48application · medium

   A manufacturing company wants to ensure its IT investments are prioritized based on contribution to strategic objectives such as reducing production downtime. The CIO decides to adopt a governance framework. Which practice is most aligned with COBIT's principles?

   • AOutsource all IT project prioritization to an external consulting firm to ensure objectivity.
   • BAdopt a standard project management methodology to ensure all IT projects are delivered on time and within budget.
   • CEvaluate IT proposals using a balanced scorecard that includes financial, customer, internal process, and learning/growth perspectives.
   • DEstablish an IT investment review board that scores each project against strategic objectives and risk criteria before approval.
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5. 49expert · hard

   A telecommunications company has implemented a new customer relationship management (CRM) system to improve customer retention. The CIO wants to measure the system's contribution to business outcomes. However, the company is also facing a high rate of customer churn due to a recent price increase. Which approach would best isolate the CRM system's impact on retention?

   • ASurvey customers to ask if they feel more loyal due to the CRM.
   • BCompare customer retention rates for customers who used the CRM features versus those who did not, controlling for the price increase.
   • CMeasure the overall customer retention rate before and after the CRM implementation.
   • DTrack the number of support tickets logged in the CRM system.
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6. 50application · medium

   A university is rolling out a new student information system. The registrar's office is resistant because they fear the new system will change their workflows. The IT project manager wants to reduce resistance. Which action is most effective?

   • AOffer additional pay to staff who use the new system.
   • BSend a detailed technical specification of the new system to the registrar's office.
   • CInvolve registrar staff in the design and testing phases and communicate how the system will improve their workflows.
   • DAnnounce the system will go live on a fixed date regardless of feedback.
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