Selected CGEIT Isaca Certification Questions Answers

Effective culture change is the process of transforming the values, beliefs, behaviors, and norms of the organization and its stakeholders to support the strategic alignment of business and IT goals. Effective culture change can enable the implementation of IT governance by:

• Creating a shared vision and understanding of the purpose, benefits, and expectations of IT governance
• Engaging and empowering the stakeholders to participate and collaborate in IT governance activities and decisions
• Fostering a culture of trust, transparency, accountability, and responsibility for IT governance outcomes
• Encouraging a culture of innovation, learning, and improvement for IT governance processes and practices
• Aligning the incentives and rewards with the IT governance objectives and performance

References:

• According to the CGEIT Review Manual 2022, "Culture is a key enabler for effective IT governance. Culture influences how people behave, communicate, collaborate, and make decisions. Culture also affects how people perceive, value, and use IT. Therefore, culture change is often necessary to implement IT governance successfully."1
• According to the ISACA article on Culture Change: A Critical Success Factor for Effective IT Governance2, “Culture change is not an easy task; it requires strong leadership, clear communication, stakeholder involvement, and continuous monitoring and feedback. However, culture change can also bring significant benefits for IT governance, such as improved alignment, engagement, performance, and value creation.”
• According to the CIO article on How to create a culture of innovation in IT3, “Creating a culture of innovation in IT requires more than hiring talented people and acquiring the latest technologies. It also requires a shift in mindset, behavior, and structure that fosters creativity, collaboration, experimentation, and learning.”

To obtain a holistic view of IT performance and identify potential gaps in service delivery, a CIO should review Key Performance Indicators (KPIs). KPIs are quantifiable measures that reflect the critical success factors of an organization and provide a comprehensive overview of performance across various aspects of IT service delivery, including efficiency, effectiveness, quality, and compliance with agreed service levels. While ROI analysis, SLA reporting, and staff performance evaluations offer valuable insights into specific areas, KPIs provide a broader perspective that encompasses various dimensions of IT performance, making them essential for a comprehensive assessment.

Within a governance structure for risk management, the second line of defense is primarily responsible for monitoring risk and controls. This function involves overseeing the effectiveness of the first line of defense (operational management and control implementation) and ensuring that risk management practices are properly integrated into business processes. It serves as a check on the adequacy and effectiveness of risk management across the organization. While conducting audits is a function of the third line of defense (internal audit), and identifying and assessing risk is often a shared responsibility, the distinct role of the second line is to provide ongoing monitoring and oversight of risk management and control processes.

 Including the update of documentation within the change management framework is the best way to prevent the recurrence of similar findings in the future. This is because the change management framework is a systematic and structured approach to managing changes in IT systems, applications, processes, and procedures. By incorporating the update of documentation as part of the change management process, the IT department can ensure that any changes are properly documented and communicated to the relevant stakeholders, and that the documentation is always aligned with the actual practices. This will help to avoid any discrepancies or inconsistencies between the procedures and what is actually done by system administrators, and thus reduce the risk of audit findings or non-compliance issues. Assigning the responsibility for periodic revisions and changes to process owners, requiring each IT employee to confirm compliance with IT procedures on an annual basis, and establishing high-level procedures to minimize process changes are all possible measures to improve the documentation quality, but they are not as effective or efficient as including the update of documentation within the change management framework. They may not address the root cause of the problem, which is the lack of coordination and integration between the documentation and the change management activities. References := Change Management Best Practices for IT Teams - Smartsheet, IT Documentation: Purpose and Best Practices - Helpjuice, IT Documentation Best Practices | IT Glue