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IT Quality Expert examination : CITQE_408
Exam ID: CITQE_408
Instructions
- All 40 questions should be attempted. Every question is awarded by 1 mark.
- All answers are to be marked on the answer grid provided.
- You have 60 minutes to complete this paper.
- You must achieve 28 points (70%) to pass this examination.
Open your answer form in extra window here:
1.) IT Quality Index is designed to:
a ) Analyse process maturity levels
b ) Verify compliance with ISO norms
c ) Measure and compare overall IT quality
d ) Analyse quality of CIO management skills
2.) What techniques are used within ITQI for assessment
a ) Compliance criteria check list
b ) Audit of IT documentation with ISO norms requirements
c ) Process maturity assessment as described in CMMI 2.0 method
d ) Structured interview managed by an independent expert meeting qualification criteria
3.) Which concept(s) are used for ITQI assessment – select the MOST appropriate options:
1) Number of compliance criteria being met for ITIL or COBIT processes
2) Level of adoption of best practices
3) If proper level of documentation exists for every process
4) All quality dimensions are always assessed
a ) 1)
b ) None of above
c ) 1), 2) and 4)
d ) 2) and 4)
4.) What or Who is the main target use of ITQI
a ) External service providers using ISO:20000 and ISO:27001
b ) Internal IT departments and CIO
c ) Any organisation, not only IT
d ) IT departments using ITIL processes
5.) Customer satisfaction surveys from ITQI perspective are
a ) The most important part of IT Quality assessment input
b ) Regular customer satisfaction surveys is the most important process to achieve high levels of process maturity – level 4 or higher
c ) Not necessary as ITQI is using other criteria
d ) One of quality dimensions analysed
6.) What scale(s) are used in ITQI
a ) 0-100%
b ) 0-100% for quality dimensions, plus 0-5 maturity levels for processes
c ) 0-5 maturity levels where 5 is the highest level
d ) As ITQI is constructed with Servqual logic, 0-10 scale is used
7.) Which underlying logic is used, or what is the most significant approach reflected in ITQI design
a ) Servqual – as this is the most appropriate method for service industry
b ) Customer satisfaction (CSAT) as quality means satisfied customer
c ) Systems logic as quality of system is multidimensional
d ) ISO 9001 as this is the worldwide used norm for quality in all types of industries
8.) Quality in ITQI is defined as
a ) Level of excellence, level of adoption of best practices and absence of bad practices compared to similar organisations
b ) Meeting customer requirements
c) Levels of SLAs, how well agreed parameters are met by IT
d) Quality is demonstrated by continual and regular compliance with industry norms
9.) Which person can perform ITQI assessment and provide quality certificate?
a ) Any person who has sufficient certifications, at least ITIL Foundation or higher
b ) ISO auditor who has practical experience with ISO20000 norm audits
c ) Accredited IT Quality Expert who know IT Quality Index method on expert level
d ) IT governance expert who passed at least IT Quality Foundation course
10.) Scale used in ITQI is
a ) Linear 0-10
b ) Non-linear 0-5
c ) Linear 0-100%
d ) Non-linear 0-100%
11.) What is relationship between ITQI and COBIT
a ) COBIT is used as an assessment method, ITQI is using COBIT management objectives
b ) ITQI is assessment method and defines quality dimensions which are compatible with COBIT process objectives. Both models are compatible but independent.
c ) There is no relationship, both methods are used for something else
d ) COBIT is using ITQI assessment method for measuring process maturity of APO 11 Managed Quality
12.) In ITQI colour coding is used as
a ) Not used, IT Quality Index works with figures and graphs
b ) Used for description of quality levels where black is the best
c ) Used for quality level intervals where black is initial level, white is the best
d ) Used partially in management summary reports where graphs must follow colours as described in ITQI body of knowledge (book)
13.) How is term “holistic” used in ITQI
a ) 360 degrees assessment of mandatory quality dimension, all dimension must be assessed
b ) Nor used in ITQI, holistic is term from Complex systems theory
c ) Used for Appearance domain where business perception is measured
d ) Holistic is used for presentation of findings and recommendations
14.) Assessment criteria used in ITQI are analysing
a ) Domains, dimensions, attributes using 0-100% on dimension level
b ) Dimensions and criteria with Yes/No check
c) Process maturity levels as described in CMMI method
d ) ITQI defines list of criteria which are analysed and documented in the form of checklist
15.) What means assessment via positive and via negative
a ) Asking question about the presence of best practices and absence of bad practices
b ) Assigning positive marks when some criteria is met and assigning negative marks for criteria not being met
c ) ITQI is using similar logic to ISO norm, only positively formulated questions are used, so checklist is used for positive criteria as for example “All incidents should be recorded …”
d ) Primary assessment method is via negative when experts are asking only negative questions to be sure, that only positive practices are present
16.) What IT Quality Index means, select the MOST appropriate description
a ) Single figure representing overall IT Quality
b ) It’s the name of IT quality assessment method
c ) It’s the name of method, name of body of knowledge (book title) and also represents single figure describing IT Quality
d ) IT Quality Index represents list of quality related bodies of knowledge
17.) What is MOST correct about Quality and Costs benchmarking
a ) ITQI is using quality benchmarking
b ) Costs benchmarking is more important so it is pre-requisite to quality benchmark
c ) Cost and quality are two different things, should be analysed as independent factors
d ) ITQI allows also Quality and Costs benchmarking – 2 dimension benchmarking
18.) How is IT Quality Index calculated
a ) It is the average of process maturity levels
b ) Not applicable as IT Quality Index is the method, not calculation formula or figure
c ) It’s figure calculated from quality dimensions levels per documented formula, output figure is in a range of 0-100%
d ) IT Quality Index is a composite figure where entry input data are Customer satisfaction surveys, SLA metrics, availability reports and other information sources.
19.) What means radar (or spider) chart/graph
a ) It is one of the charts produced during ITQI data processing showing quality levels of all quality dimensions
b ) It shows how individual assessors perceived overall IT quality – it’s an output of ITQI data processing
c ) Radar chart is the COBIT component, not used in ITQI
d ) ITQI is using process maturity radar chart as an input for IT Quality Index calculation
20.) What are the key differences or similarities between ITQI and IT audit methods
a ) IT Quality Index is an audit of IT Quality compliance
b ) IT Quality Index is different from audit, it is measurement method
c ) IT audit is mandatory before IT Quality Index assessment as ITQI is using audit findings as data input
d ) IT Quality Index is replacing audits in general, as ITQI is holistic assessment
21.) What is right regarding principles and ITQI method
a ) Principles are used for results presentation
b ) Principles are used in ITIL4, not in ITQI
c ) Principles are the general rules, valid across the whole ITQI method
d ) Principles are policies, which must be followed in all circumstances
22.) What is correct regarding NON LINEAR
a ) ITQI is using linear scale, NON LINEAR word is not used in ITQI
b ) NON LINEAR is scale used in ITQI, but also within ITIL process measurement logic
c ) Non linearity is not used in ITQI, linear scale is used
d ) Non linearity is ITQI principle and design ITQI characteristic, reflecting non proportionality between resources and IT quality
23.) When IT Quality Index uses term “anchor” or “anchoring” what it means
a ) Anchoring is about the definition of the target quality level
b ) Anchoring is a positive way how group of people agree on target goals
c ) Anchor or anchoring is used as a positive reference point so all assessors can share and agree on an actual quality level
d ) Using reference points which should be avoided during assessment session but can be used for alignment of an objective level of actual IT
24.) What assessment logic is used in IT Quality Index?
a ) 72 quality criteria, analysed with Yes/No checklist
b ) 56 process and service quality criteria with 0-5 scale as documented in CMMI 2.0
c ) 6 domains, 36 quality dimensions, where mandatory criteria are listed, with 0-100% scale
d ) 6 domains, 48 quality dimensions described with the help of positive and negative attributes, 0-100% scale
25.) What is the key ITQI assessment process component?
a ) Online assessment forms populated individually by all IT staff
b ) IT team structured interview managed by IT Quality expert, observed interactions between participants are reflected in quality measurement
c ) Expert assessment of individual processes when experts verifies compliance of documentation and reality
d ) Self-assessment when all IT staff is participating in survey about IT quality and meeting compliance criteria
26.) What verification means in ITQI
a ) CIO verifies if provided IT Quality report is aligned with his expectations prior its release and distribution to all audience
b ) Verification is used to compare IT Quality Index figure with process maturity metrics if available
c ) Verification is final check before quality certificate is provided to the client
d ) Verification is about deeper level check of some quality dimensions where significant differences between assessors are revealed after initial data processing
27.) What conditions are NOT suitable for performing IT Quality Index assessment
1 ) IT is preparing a new IT strategy as business defined/updated new business strategy
2 ) New CIO was appointed and is new in his or her role
3 ) IT recently passed deep level process maturity assessment
4 ) CEO is not sure about quality of IT so IT Quality Index findings can be negative
a) 1) and 3)
b) 3) and for 4)
c) 1) and 2) and 4)
d) none
28.) You are preparing IT Quality Index presentation about major findings and key recommendations. What you should start with
a ) Describe positive findings then negative
b ) As ITQI is all about finding improvement opportunities, at the beginning dimension with the biggest improvement potential should be mentioned
c ) Describe sequentially all quality dimensions so you follow ITQI sequence of IT Quality dimensions
d ) At the very beginning, you should name people from IT team, who didn’t support you properly in ITQI assessment effort, so CIO knows his team members better. As people are the most important, improving people is the first and most significant step.
29.) What is correct about ITQI measurement / assessment
a ) Should be organized online because people are not influenced by other assessors, their opinions are therefore more objective
b ) Group dynamics, interactions and body language are reflected in ITQI analysis as this is important part of overall IT Quality
c ) Individual interviews are the most efficient way how to elicit information with the best quality, as people don’t mind to be open and comment also areas they are not responsible for
d ) Data should collected automatically as much as possible for example from monitoring tools, application reports or data analytics as Business Intelligence. Elimination of human aspect if an important part of objective quality assessment.
30.) What is the MOST correct statement about organizing ITQI assessment
a ) For small IT external expert and CIO is sufficient
b ) In any IQTI assessment CIO, direct reports and business representatives are mandatory
c ) Assessment should avoid participation of people who are negative or new hires who don’t understand their IT enough yet
d) CIO and external expert is the best alternative for all IT departments as it saves time and decrease complexity of assessment. CIO has enough knowledge and insight to provide all information in depth required by ITQI.
31.) In ITQI method costs of information is reflected in the design and then used practically as:
a ) ITQI is balancing measurement resources consumption compared to benefits provided from the information, information quality and benefits are non-proportional to resources invested in measurement.
b ) Costs of information means, that measurement should analyse as much information as possible as this means better quality of information is achieved and the better decisions are made then
c ) Information quality is proportional to measurement effort, more means better
d) Information theory says that quality of information is not connected to resources invested in measurement, so measurement method must be followed regardless of required of information accuracy.
32.) What is the main output of ITQI assessment:
a ) Presentation to CIO
b ) IT Quality Index certificate with enumerated IT Quality Index figure.
c ) Costs/Benefits analysis
d) Invoice to the customer
33.) ITQI is grouping assessment criteria into:
a ) Areas with individual processes
b ) Families of quality criteria
c ) Domains and quality dimensions
d) Groups of management objectives
34.) Select line where all listed terms are correct and aligned with ITQI logic
a ) Policies : Positive approach, Non-linear, Anchoring, Context, Compliance
b ) Policies : Positive approach, Non-linear, Anchoring, Context, Regression
c ) Principles : Positive approach, Non-linear, Anchoring, Context, Compliance
d) Principles : Positive approach, Non-linear, Anchoring, Context, Regression
35.) What is most correct about ITQI outputs
a ) ITQI certificate and data processing is provided centrally using data from different assessments – logic of group intelligence
b ) All ITQI outputs are generated by every ITQI expert individually so expertise of individual consultants is used, as they know their clients best
c ) ITQI outputs are generated automatically to provide objective outputs
d) Every clients is receiving raw data so they can interpret data in a way it supports their IT strategy
36.) How frequently should be IT Quality analysed
a ) Every 6 months
b ) At least every year
c ) Every 2 years
d) When significant changes happen in IT, because otherwise results would be the same
37.) What is IT QMS as described in ITQI
a ) IT Quality Management System tracking individual quality improvements
b ) IT Quarterly Management Status update – reporting what has changed from IT quality perspective
c ) IT Quality Measurement System – listing all KPIs, metrics and report relevant to IT quality as such
d) IT Quality Mesh System – interferences between different quality metrics and interconnectedness between quality criteria
38.) How would you BEST describe benefits of ITQI when discussed with executives or business leaders
a ) It is communication tool how to defend IT budget increase
b ) Communication tool to find proper balance between IT quality and appropriate funding and staffing
c ) ITQI is a great tool to show executives how good IT is, so their perception is more objective
d) Every IT should be improving IT quality as IT is now critical component of any business. ITQI is tracking quality improvements over time.
39.) In ITQI people aspect is analysed as the significant part of overall IT quality. How this area is named?
a ) Human resources
b ) IT Staff
c ) FTEs – full time equivalents
d) Human capital – domain H
40.) Course IT Quality Expert is targeted to people who are planning to act as a quality experts assessing different IT department in a systemic and structured way. Imagine you just finished final management presentation where 5 priority improvement were identified. What should be the best path forward then.
a ) Listed improvement suggestions are sent over email to all ITQI participants so team leaders can act on it immediately.
b ) Role of IT Quality manger (if not existing yet) should be staffed or assigned to an appropriate person, who will then track quality improvement ideas over their lifecycle. Suggested improvements should be considered in the light of existing project and activities and available resources .
c ) For every improvement idea project should be initiated so deadlines, responsivities and budgets are allocated and then managed until all improvement are successfully finished
d) Management overview/presentation with key finding should be sent to executives who will then make decision about all suggested improvements
End of exam. Please review your answers and submit exam answer form processing. If you answer 28 or more question (70%) you will receive IT Quality Expert certification
Good luck.