Practice Test Geeks(CIS) Certified Implementation Specialist Practice Test
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Client Communication & Change Management Flashcards

7 cards from real CIS practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Client Communication & Change Management flashcards as text

  1. A client's executive sponsor becomes unresponsive during a critical phase of the implementation. What is the BEST first step?

    Answer: Send a formal communication documenting the impact of the delay and request a meeting

    Formally documenting the impact creates a paper trail and presents a clear business case for re-engagement without overstepping boundaries.

  2. Which change management model emphasizes creating a sense of urgency as the critical first step?

    Answer: Kotter's 8-Step Model

    Kotter's 8-Step Model begins with 'Create a Sense of Urgency' to motivate stakeholders and overcome complacency.

  3. During an implementation, a department manager claims they were never informed about the new system requirements. What should the implementation specialist review first?

    Answer: Communication plan and distribution records

    The communication plan and its distribution records show who was targeted for each communication and confirm whether notifications were actually sent.

  4. A client wants to add significant new features mid-implementation without adjusting the timeline. How should the specialist respond?

    Answer: Perform an impact analysis and present the trade-offs to decision-makers

    An impact analysis quantifies the effect on schedule, cost, and risk, enabling informed decision-making rather than arbitrary acceptance or rejection.

  5. What is the PRIMARY purpose of a Change Advisory Board (CAB) in an IT implementation?

    Answer: To review and authorize changes to minimize risk

    A CAB evaluates proposed changes for risk and impact, then authorizes or rejects them to protect system stability.

  6. Which communication style is MOST effective when presenting implementation status to C-suite executives?

    Answer: Concise summaries focused on business outcomes and key risks

    Executives need high-level business impact and risk information to make decisions, not granular technical details.

  7. A stakeholder resists the new system, claiming it will increase their workload. What is the MOST effective initial response?

    Answer: Acknowledge their concern and schedule a session to demonstrate workflow improvements

    Acknowledging concerns validates the stakeholder's perspective and creating a demonstration addresses resistance with evidence rather than authority.