Vce CGEIT Questions Latest

This action is important because corporate culture is the shared set of norms, beliefs, and values that influence the behavior and attitudes of the organization’s members. Corporate culture can support or hinder IT governance, depending on how well it aligns with the IT governance objectives. IT’s role in providing business value is the extent to which IT contributes to the achievement of the business strategy, goals, and needs. IT’s role in providing business value can vary depending on the industry, market, and competitive environment of the enterprise12.

By understanding corporate culture and IT’s role in providing business value, the new CIO can gain insight into the current state and challenges of IT governance in the enterprise, as well as the expectations and requirements of the stakeholders. The new CIO can also identify the gaps and opportunities for improvement or innovation in IT governance, and develop a vision and strategy for IT governance that is aligned with the corporate culture and business value34.

The other options are not the first action of a new CIO when considering an IT governance framework for an enterprise, but rather subsequent actions that depend on the outcome of understanding corporate culture and IT’s role in providing business value. Understanding critical IT processes to define the scope of the IT governance framework is a step that occurs after the new CIO has established the objectives and priorities for IT governance, and needs to determine which processes are essential for delivering value and managing risk5. Verifying stakeholder sponsorship of the IT governance initiative is a step that occurs after the new CIO has developed a business case and a communication plan for IT governance, and needs to secure the support and commitment of the key decision-makers and influencers6. Developing an IT balanced scorecard to monitor and track IT performance is a step that occurs after the new CIO has implemented and executed the IT governance framework, and needs to measure and report on the outcomes and benefits of IT governance7.

References: 1: Corporate governance of information technology - Wikipedia8 2: What is Business Value? Definition & Examples - Talend 3: How to Create an Effective IT Governance Framework | Smartsheet 4: 7 Rules for Demonstrating the Business Value of IT - Gartner 5: The internal process perspective within the Balanced Scorecard 6: Here’s What You Need in Your Whistleblower Policy (and Why) - Case IQ 7: The Balanced Scorecard Customer Perspective : What is Enterprise Architecture? | Gartner

Aligning the program to the business requirements. IT value management is the process of planning, measuring, and optimizing the value delivered by IT to the business. Changing an IT value management program means introducing new or improved methods, tools, or practices to enhance the IT value management process. The best CSF for this change is to align the program to the business requirements, which means ensuring that the program supports the business strategy, goals, and needs, and delivers the expected benefits and outcomes to the business stakeholders12.

The other options are not as effective as aligning the program to the business requirements to use as a CSF for changing an IT value management program. Documenting the process for the board of directors’ approval is a step that may be required for changing an IT value management program, but it does not guarantee that the program will be successful or effective. Adopting the program by using an incremental approach is a strategy that may help to implement the change more smoothly and gradually, but it does not ensure that the change will meet the business expectations or needs. Implementing the program through the enterprise’s change plan is a tactic that may facilitate the coordination and communication of the change across the enterprise, but it does not ensure that the change will align with the business strategy or goals.

References: 1: IT Value Management - Compact3 2: 7 Rules for Demonstrating the Business Value of IT - Gartner

• This is because employee engagement is a key factor for the success of any change initiative, especially one that involves governance. Employee engagement refers to the degree of commitment, involvement, and ownership that employees have toward the organization and its goals1. By designing the implementation plan to engage employees across the enterprise, the organization can:

Designing the implementation plan to engage employees across the enterprise can help to ensure that the new governance initiative is understood, accepted, and adopted by all stakeholders, and that it delivers the desired outcomes and value.

The other options, staff have been trained on the new initiative, external consultants created the plan, and the plan assigns responsibility for completing milestones are not as indicative as the plan is designed to engage employees across the enterprise for the success of the implementation plan for a new governance initiative. They are more related to the execution and management of the implementation plan, rather than its design and alignment. They may also not be sufficient or effective for ensuring the success of the implementation plan, as they may not address the human and behavioral aspects of change, such as awareness, understanding, involvement, commitment, and ownership3. References := Employee Engagement: What Is It? | SHRM, How To Engage Employees In Organizational Change | Forbes, Change Management Best Practices: A Comprehensive Guide | Smartsheet

The first consideration with regard to the IT service desk that will remain centralized is the effect of regional differences on service delivery. This is because regional differences can pose various challenges and opportunities for the IT service desk, such as:

• Language and cultural barriers: The IT service desk staff should be able to communicate effectively and respectfully with customers from different countries and backgrounds, and understand their needs, preferences, and expectations. This may require hiring multilingual staff, providing language training, using translation tools, or outsourcing some services to local providers1.
• Time zone differences: The IT service desk should be able to provide timely and consistent support to customers across different time zones, and avoid delays or disruptions in service delivery. This may require extending the service hours, implementing shift work, using automation tools, or outsourcing some services to local providers2.
• Legal and regulatory differences: The IT service desk should be aware of and comply with the local laws and regulations that apply to the IT services they provide, such as data protection, privacy, security, taxation, and consumer rights. This may require conducting a risk assessment, obtaining legal advice, implementing policies and procedures, or outsourcing some services to local providers3.
• Technical and operational differences: The IT service desk should be able to adapt to the technical and operational requirements and challenges of the different regions they serve, such as network connectivity, bandwidth, infrastructure, devices, software, standards, and best practices. This may require conducting a feasibility study, investing in technology upgrades, implementing quality assurance measures, or outsourcing some services to local providers4.

The other options, identification of IT service desk functions that can be outsourced, enforcement of a standardized policy across all regions, and availability of adequate resources to provide support for new users are also important considerations for the IT service desk that will remain centralized, but they are not the first one. They are more related to the implementation and execution of the IT service desk strategy, rather than its design. They are also influenced by the regional differences factor, as they depend on the level of variation and complexity that the IT service desk faces in different regions. References := Five Ways to Provide a World Class Service Desk Experience, How to Run an IT Service Desk in a Hybrid or Remote World - Gartner, Best Practices for Building a Service Desk | Atlassian, The Top 18 Help Desk Metrics and Best Practices - HubSpot Blog