Jul 10 2020 |
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This is the sample exam VeriSM™ Professional. The Rules and Regulations for EXIN's examinations apply to this exam.
This sample exam consists of 30 multiple-choice questions. Each multiple-choice question has a number of possible answers, of which only one is the correct answer.
The maximum number of points that can be obtained for this sample exam is 30. Each correct answer is worth one point. If you obtain 19 points or more you will pass.
The time allowed for this sample exam is 90 minutes.
You are allowed to use the
for this entire exam. Please click on the link to open it. If you close the exam literature, use the Navigator button to go back to the Introduction (dot before question 1) and click on the link again.
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VeriSM™ is a registered trademark of IFDC.
1 of 30
The digital age represents a fundamental socio-economic and behavioral shift. Each individual organization will view ‘the digital age’ differently.
Concerning digital transformation, what do
organizations need to consider?
How Agile and Lean practices can be used to respond to a commercialized society
How Bring Your Own Device (BYOD) can reduce the total cost of ownership (TCO)
How organizations need to understand and utilize knowledge and data
How the advancement of the internet impacts the security of data stored
2 of 30
An insurance company wants to define their consumer outcomes more clearly. They want to understand consumer expectations and identify how things can be done better.
How can Value Stream Mapping (VSM) help them?
VSM compares the current state with a desired state, to determine the gaps between these two and identify the deliverables and services necessary to provide desired outcomes.
VSM disregards organizational and divisional boundaries, and instead presents cross-functional activities which show the flow of information and material between process steps.
VSM outputs help to define roles and responsibilities needed to achieve the organization’s objectives, by examining how consumers define value and by reviewing each capability.
VSM provides a disciplined, data-driven approach for eliminating variability, defects and Waste that undermine consumer value.
3 of 30
A car factory heavily relies on their printing service when dealing with their suppliers:
- When a load of parts arrives the invoice of the supplier is printed and attached to the load.
- In the stock room the load is checked, the parts get a bar code and are registered in the inventory system.
The printing service is getting out-of-date though and fails on a regular basis. The stock room manager wants to reduce this Waste by allowing supplier access to the online resources used by their staff, so suppliers can generate the bar codes themselves.
Which digital transformation approach is described here?
A combined customer focused and future focused approach
A combined operational and customer focused approach
An operational approach
A future focused approach
4 of 30
True digital transformation involves the establishment and maturity of key capabilities, without which sustained competitive advantage through continual transformation will not be possible.
A large retail bank is preparing a digital transformation program of change. The bank's strategic enablers include people, critical thinking, innovation, agility, information technology and finance. These strategic enablers are missing an important capability: consumer centricity.
What is the direct risk for the bank as a consequence of lacking this strategic capability?
Creating services that have less value
Declining sales and market share
Delivering services with poor quality
Lacking consumer and employee trust
5 of 30
A manager has excellent technical knowledge and insights in new developments. He leads a team that provides internal services and often takes over to solve the team's problems, as he has the highest level of technical experience. The team he leads is not performing as well as expected.
What does the manager need to improve to help the team perform better?
Communication skills and the ability to build strong relationships with team members
Digital awareness and the ability to understand the details of the technology involved
The ability to prioritize digitalization initiatives for the internal services
The ability to provide autonomy and room for self-management to staff at all levels
6 of 30
A team has difficulty collaborating, although their individual work is great. The team members do not always work at the same time and in the same place and they complain that the other team members send them too many emails. For a strategic initiative to be successful, they need to start collaborating more effectively.
What is the
way to increase collaboration in this team?
Create a more positive work environment and force face-to-face meetings
Have a collaboration tool installed to support the team's interactions
Increase collaboration behavior by prescribing how the team collaborates
Invite the team to give feedback and ask them to change their routines
7 of 30
The board of a small, paid social media app company has said it wants to be more consumer centric, so they can achieve long-term growth. Their main model of business is allowing individuals to do an in-app purchase that rids them of any advertisements.
Sales sees a good opportunity for growth by catering to the needs of advertisers, by creating opportunities for subtle ads, even after the consumers purchased the ads-free version of the app. This would create a whole additional revenue stream, and, according to Sales, it would not negatively impact the user experience as the ads are very subtle.
Does implementing the subtle ads comply with the approach defined by the board?
Yes, because the advertisers are valuable customers too and they will enable the company to expand their customer base.
Yes, because the subtle ads will increase profits and achieving growth is an important priority for the board.
No, because consumer centric companies should only offer services which are not-for-profit.
No, because this is cheating the consumer that purchased the ads-free version of the app.
8 of 30
A cinema is in the middle of a digital transformation. Instead of having their own projectors, they are transitioning to leasing a LED-based projection service that they can pay for per hour. Some of the employees are already familiar with the new system. The CEO proposes to only let those employees who are familiar with the new system work with the new projectors.
Is this a good idea?
Yes, because this allows the employees the opportunity to grow in their role and reach business targets faster and cheaper.
Yes, because this will create the most value for the business and costs can be minimalized by reducing the workforce.
No, because all employees need to be able to work with the new system and they should be allowed to experiment alone (learning-by-doing).
No, because knowledge can only help digital transformation when it is shared and enables others to do their work well.
9 of 30
An international consultancy agency has conducted a PESTEL (Political, Economic, Social, Technological, Environmental and Legal) analysis to understand the external factors affecting their business. Several emerging and prevailing technological practices were identified that could benefit their service management capability and maturity.
In which EDM activity is this taking place?
10 of 30
A large company selling posters and frames understands that they need to keep up with the competition. They want to investigate whether they can transform some of their products into services. They decide to perform a SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis, with input from internal stakeholders to substantiate their choices.
What is the
risk regarding the outcome of the SWOT analysis?
Benchmark information about their market and their competition is unavailable
Benchmark information about their market is outdated and therefore misleading
Stakeholders who participate in the analysis are subject to bias and subjectivity
Stakeholders who participate in the analysis do not represent the whole organization
11 of 30
A baking factory, EatNow, creates frozen products for bakers. The bakers can finish the product in their shops. The baking factory is looking to expand. They would like to merge with a competitor. They have a steady stream of revenue from current consumers and a large amount of savings.
One of the competitors that is interested in merging, is another baking factory WeBake. WeBake is not doing well, because of their remote location. Therefore, they are forced to either merge with a competitor, or sell their factory. WeBake has a large bakery factory, which could help EatNow grow their output capacity, so they can keep up with increases in demand in the coming 10 years.
It is unsure whether new customers can be attracted to buy the frozen products if EatNow increases their production now. In addition, if EatNow switches entirely to the WeBake factory, transport of frozen goods may become more expensive. However, despite these potential issues, EatNow management decides to go ahead with the merger and enters into negotiations with WeBake.
What does EatNow show by merging with WeBake?
A high appetite for risk
A low appetite for risk
A lack of risk analyses
A lack of risk strategy
12 of 30
A small cloud service provider, struggling to cope with competition, gets a great opportunity to onboard a new and large customer. However, the customer requires a self-service feature in the system, which allows them to adapt their service needs per month. This opportunity expires in two weeks.
The team has problems introducing this highly desired feature into the service. The cloud service provider has change management procedures in place. These procedures have been developed based on the Service Management principles of the organization. If a change creates a problem, the deployment is automatically reverted to the last stable state of the service. A team member suggests to bypass this change management procedure and manually adapt the production environment to force the feature into the system, so they can onboard the new customer in time.
What should be advised in this situation?
Bypass the procedure permanently, to support these kinds of opportunities and survive as an organization.
Bypass the procedure temporarily, but log it in a known-error database, so everyone is aware of this exception.
Do not bypass the procedure, but check whether the service management principles allow a way to get the feature live.
Do not bypass the procedure and inform the customer of the inability to implement the feature as requested.
13 of 30
A large organization has set up a task force to map the most important value streams in the organization. These value streams will be used to create an organizational portfolio, which will help the organization to keep focus on what is important in an upcoming merger.
What must happen to ensure that the organizational portfolio is successfully implemented after the merger?
1. Define Key Performance Indicators (KPIs) for the merged organization
2. Ask the merging company to do a Value Stream Mapping.
3. Incorporate all value streams in the organizational portfolio.
4. Brainstorm about possible governance strategies.
1. Identify the differences in strategy between the two companies and the merged organization
2. Map the value streams before and after the merge
3. Identify the resources and capabilities needed to support the new strategy and value stream
4. Define KPIs tracking the transition and alignment with the strategy of the merged organization.
1. Integrate the two organizational portfolios
2. Brainstorm about possible new services for after the merger.
3. Monitor the ideas for new services during the merge.
4. Evaluate the new ideas regularly after the merger is completed.
1. Monitor the existing KPIs in both organizations.
2. Brainstorm about new value streams after the merge.
3. Enable the merging company to set up their own value streams.
4. Define the strategy of the merged organization.
14 of 30
A new online marketplace allows consumers to buy from each other and sell their goods online. The value stream map shows the currently available service, which is a simple service that allows consumers to create advertisements. They are developing ways to allow a consumer to make their advertisement stand out, but management is not sure which ways will work for the consumers.
One of the team members asks for time to work on a feature that will allow a consumer to make their advertisement appear larger than others, for a day.
Does this service fit the value proposition of the organization?
No, because the new feature does not directly improve the currently available service.
No, because the ways in which the services will be expanded are not yet clear for management.
Yes, because all initiatives by team members should be supported to keep morale high.
Yes, because the feature fits well with the proposed expansion of the organizational portfolio.
15 of 30
The printing service of a municipality is outdated and not functioning consistently. Several improvements to the service have been suggested ranging from technology updates to innovative methods of delivering the information.
How should improvements be handled within the VeriSM™ model?
All suggestions for improvement should be assessed for impact to the service. After this, they should either be cycled back through approval activities or be evaluated in relation to the organizational portfolio.
All suggestions need to be checked for compliance to local laws and regulations. When approved, it is the responsibility of the team that created the service to implement these improvements.
An assessment should be completed considering the impact of the suggested improvements and to identify the cause of the printing service not operating as expected. A project should be set up to address this cause and deliver the improvements.
Any minor improvements can be handled directly by the IT capability through the change management process. Major improvements require a business case and approval by the consumer and by organizational leadership.
16 of 30
A railway company wants to introduce a new service to anticipate delays and inform passengers about them.
Once the service is implemented, the organization wishes to measure the use of the service, as well as some other Key Performance Indicators (KPIs) it is not using now, to see the impact of the new service. In addition, they want to use this new project to further mature their DevOps way of working from a single pilot to the standard way of working.
The Management Mesh looks as follows:
What type of view is this?
Desired state mesh
Current state mesh
17 of 30
A university has approved the development of an interactive intake program. As students join the program, they are given access to an online software application that monitors their study efforts and subjects. The application can be accessed via a laptop, tablet or smartphone.
Evaluate the following plans for developing the organizational view of the Management Mesh to support this new initiative.
Which plan follows VeriSM™ guidance?
- Start with gathering information on assets, suppliers and budget because what is needed for the plan might be already available.
- Next, assess the regulatory or legislative controls for such an activity and the operational processes and tools in place.
- Then, capture current management practices.
- Finally, note the available digital technologies.
- Start with identifying the in-place technologies and architecture and make sure the large amount of data that will be generated in this project can be processed and used for analysis purposes.
- Next, progress to the current management practices.
- Then, identify the relevant regulatory controls.
- Finally, define the budget for each of the stages in this program.
- Start with interviewing procurement staff and staff within the IT capability to understand resources and available technologies.
- Next, IT staff should define the enterprise management practices.
- Then, question HR and Legal to discover current regulatory requirements.
- Finally, HR should check whether the culture in the organization needs to change.
- Start with making an inventory of the technological capabilities of the university because the app will be the interface with the consumer and must be both functional and innovative.
- Next, capture information on human capabilities, specifically the app developers.
- Then, plot the current management practices in the picture.
- Finally, check the legislative requirements.
18 of 30
An art gallery has been very successful in the past year. They own a website that runs on their private server. This is becoming very expensive. To comply with consumer demand, they need to accommodate more visitors to the website at any given time than is possible with the current IT architecture. The IT manager proposes to move the hosting of the website to a cloud provider.
What should be done before providing advice in this case?
1. Ask management for guidelines on outsourcing aspects of the process.
2. Write a tender for cloud service providers to compete on price.
3. Hire new staff to support the new technology.
1. Ask other professionals in peer groups what they would advise.
2. Look for ways to upgrade the current server, before changing to cloud.
3. Make a cost-analysis between cloud provisioning and upgrading the server.
1. Look at the value stream map and the organizational portfolio.
2. Assess whether the art gallery staff is able to work with a cloud-based Content Management System.
3. Look at the Management Mesh to decide if moving services to the cloud fits.
1. Study cloud technologies until the topic is sufficiently familiar.
2. Look into the offers of cloud service providers for pricing options.
3. Create a new value stream map that incorporates cloud services.
19 of 30
An external consultant has been invited to facilitate a meeting with a multidisciplinary team. The objective of the team is to reach an agreement on the preferred approach when considering and selecting practices and technologies in the construction of the Management Mesh.
The input from Finance shows that there is enough investment budget, as long as there is a solid business case for the chosen practice or technology. The input from Development shows they would like to work in a different way and become more self-steering. The input from Operations shows that the team does well in minimizing risks, which keeps all options for technologies open. The input from Management shows that they prefer a technological solution over a new management approach.
While creating the Management Mesh, what is the
approach to choose appropriate management practices and technologies?
Adopt a technology-based approach, because this approach responds well to business challenges and drives the technology required to support digital transformation efforts.
Choose the latest management practice, because this has already proven successful in other organizations, and ultimately the practice will shape team collaboration and behavior.
Perform an analysis of the requirements, because this analysis considers the capabilities and expected outcomes, providing a variety of options when choosing a management practice.
Select the state-of-the-art technology, because financial management assures that the costs are within budget of investments and that associated risks are minimized if this technology is adopted.
20 of 30
A bank would like their customers to switch from printed bank statements to downloadable statements within the next few months. The new service has the following high-level requirements to make it successful:
- The IT architecture must be updated to support the digital transformation.
- Customers need 24/7 access to their statements.
- Privacy must be guaranteed.
- A mobile app must be developed to support the digital transformation.
What supports this new service
This digital transformation requires changes in the IT architecture. The bank should look into public cloud services to ensure the timeline is not exceeded.
This digital transformation requires an evaluation of the current possibilities. After that, the missing elements for success can be determined and supported.
This digital transformation requires increased security of the data. The bank should hire a company specialized in security to look into security measures.
This digital transformation requires rigorous changes in IT development. Therefore, the bank should switch from what they are doing now to DevOps practices.
21 of 30
A travel agency 'TravAg' wants to grow their business. They have been able to save a significant amount of capital to invest. Their mission is to be a state-of-the-art travel agency. In order to attain this goal, they have identified four strategic initiatives:
1. Create a mobile app to facilitate consumer bookings.
2. Diversify the target group by including teen group travels.
3. Merge with a smaller competitor to gain market share.
4. Allow self-service bookings by consumers.
While creating the current state Management Mesh, the currently available resources must be assessed by TravAg.
Which question will help them identify the currently available resources?
Do these four strategic initiatives fit the organizational need?
What is the level of technological skills of our staff?
What products and services in the market space compete with us?
Which strategic initiative will yield the most value for the consumers?
22 of 30
An online gaming company wants to move to developing games that are accessible on all devices, including all mobile devices. They want to change to a DevOps way of working, which requires changing the organizational culture too. To be successful, they need to extend their use of cloud technologies and virtualization. In order to do this, they need to plan some budget for new technology and hire someone to ensure a smooth transition during this digital transformation.
Which Management Mesh shows the desired state for this company?
23 of 30
A consultant has her own online parenting consulting service. Parents can ask her anything through a website with a form. She offers them either an e-mail training course sent by e-mail, or a personalized series of video chats.
She has created the following desired state Management Mesh.
Which story for digital transformation fits
closely with this Management Mesh?
The consultant adopts a DevOps way of working and wants to train herself in website development and cloud technologies. By doing this, she wants to achieve new ways of working without hiring anyone else to add value to her business. Doing all the work herself, she is independent.
The consultant changes to an online training environment, so that she can easily personalize and scale the online training business. In doing this, she will start processing data. Therefore, she will have to comply with the General Data Protection Regulation (GDPR). She wants to ask a website developer to build this for her.
The consultant hires an additional consultant to expand her business. This consultant will work online, so she will have to invest in training. The new consultant wants to work on her own laptop and mobile phone. In addition, the consultant is buying new training content from another consulting service.
The consultant merges with another company, so the company culture will have to change as well. This new company is located abroad and works in a Lean way. The consultant will have to do some training to fit the new company and she sets aside some of her budget and time for that.
24 of 30
1-2-Web is a company that allows people to purchase a simple website template to build their own website. They do not host websites, but simply deliver the html or php template for a website. Customers can either choose from existing templates or request a custom template.
For a new custom template, one of the customers has clear requirements. The template should work well with both mobile devices and on all operating systems. It should be built in the exact style of their current website, so it is a seamless make-over. A pre-defined number of roles should have access to the content management system of the website.
A full list of requirements is given to 1-2-Web to develop the new website template.
Of which type of requirements gathering is this an example?
Customized requirement gathering
Iterative requirement gathering
Template requirement gathering
Traditional requirement gathering
25 of 30
A company has the following sourcing policy:
Obtain all supplies, equipment and services at the lowest cost, as long as they meet or exceed the consumer's needs. The more sustainable or socially responsible company must be chosen to meet our own corporate social responsibility commitments.
The decision process is based on the capability, capacity and historical performance of the supplier.
They are looking for a new cloud service provider, that will support custom changes to the service quickly.
Which of the four bids should this company choose, based on its sourcing policy?
- pricing is highest
- provides performance data for the last 10 years
- has excellent performance record
- supports several small low-opportunity communities across the globe
- pricing is second highest
- highest rating for support
- market leader for the past 10 years, although performance of the last few months is questionable
- is under investigation for investing in weapons industry and slavery
- pricing is second lowest
- has been in business for 5 years
- performance data are not available and customer reviews look like bought reviews
- ISO 9001 certification was achieved, but has since expired
- pricing is lowest
- is a new vendor, but the first customer is very satisfied
- has longest time-to-order and time-to-delivery of requests
- has a Green Seal for sustainability
26 of 30
A company that offers a new ride-sharing app has the following organizational strategy:
Within 3 years, we want at least 50% of the market share in ride-sharing, with at least a 4-star average rating of consumer service.
Currently, consumers are complaining about the billing process. Furthermore, competitors are creating new services on their websites by making it possible for consumers to share online reviews of the ride-sharing experience.
The development team wants to work on the website first, because they feel that this is a smaller project.
Is this a good choice?
Yes. The competitors' actions must be followed closely to keep market share.
Yes. The team feels the website is a small project, so it will add most value.
No. The billing process should be brought in line with the consumers' expectations first.
No. The team should be split into two teams, so that they can work on both problems.
27 of 30
A market research company wants to be an international leader in research within 15 years. The strategy is to focus on growth. Management is preparing a promising merger with a competitor which is located in another country.
Meanwhile at headquarters, the following issues impacting the Produce stage have been identified:
- gaps in compliance with the new data protection regulation
- data collection systems need major upgrades to remain competitive. Due to enterprise-wide testing, a large bid was recently lost
- the budget for the coming year is not clear to the managers
- a number of researchers have been trained in using new software, and as a result they missed deadlines
On the bright side, the company has received a 5-star rating from a large government organization which also promised to do their next large research with the company. Customer satisfaction is at an all-time high.
Does the current Produce environment support the organizational strategy?
No, because testing the upgrades and working with new systems are seriously impacting productivity.
No, because compliance with the new data protection regulation was not completed on time.
Yes, because customer satisfaction is high and the government will do business with them again.
Yes, because the merge preparation ensures that the Produce stage is in line with the strategy.
28 of 30
A manufacturer of heavy machinery wants to implement the technology to monitor and predict maintenance needs of the produced machines, specifically Internet of Things (IoT) and Big Data. This is a major change of strategy for them.
To analyze the gaps between their current state and the desired state they first want to focus on external environment influences.
Which model is
suitable to perform the gap analysis?
McKinsey 7S framework
29 of 30
An international bank supplying loans to small enterprises was an early adopter of digital services. Now that they want to expand their market, they need to rationalize a range of IT offerings. Included in the analysis are redundant IT organizations and data centers. Efforts to integrate or consolidate the redundancies have had mixed success.
C-suite managers have concluded that a different approach is required. The aim is to match future IT provision, including the data centers, with the bank's strategic developments. By using the Burke-Litwin model, the C-suite managers expect they can better deal with the changes.
When using the Burke-Litwin model for the above scenario, what should the bank do next?
Get a better understanding of the beliefs, behaviors and values which are prevalent at the bank
Get a better understanding of the individual performance criteria which operate in IT teams within the bank
Get a better understanding of the relationships and responsibilities within the IT teams of the bank
Get a better understanding of the organizational systems and procedures which are prevalent at the bank
30 of 30
A company that offers a digital wallet allows consumers to pay each other through the app. During their start-up phase, duplicate applications and technology solutions were deployed. This practice has now stopped, but some of the problems remain.
The CEO wants a sourcing policy that defines practices for sourcing decisions, rationalizing services and managing uncontrolled growth.
What should be done to align the sourcing policy to the organizational strategy?
- Define a sourcing policy that will guide the behaviors and actions of staff as agreements are made.
- Define sourcing expectations based on strategic goals and service management principles.
- Outline the selection and decision-making process.
- Ensure compliance standards, legal and governance mandates where necessary.
- Create an official document covering the approach to sourcing, including specification development and value analyses.
- Include legal and governance mandates.
- Implement a contract management process to ensure that the contracts meet the business' needs.
- Create a rule book for purchasing, based on Service Management Principles.
- Create a sourcing plan that defines operating policies and practices.
- Outline the responsibilities and activities for specifications development, value analysis and negotiation.
- Create a process to redevelop the plan each time a new or changed service is considered.
- Redevelop the policy each time a service is changed to align it to business needs.
- Create a sourcing policy that details procedures for the sourcing approach.
- Develop sourcing expectations based on the strategic goals.
- Outline the selection and decision-making process.
- Allow the CEO to own and redevelop the policy each time a service is changed, to align it to business needs.
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