CIS Client Communication & Change Management 2

Question 1

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

Accepted Answer

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

Answer

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

Question 2

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

Accepted Answer

Kotter's 8-Step Model

Answer

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

Question 3

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

Accepted Answer

Communication plan and distribution records

Answer

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

Question 4

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

Accepted Answer

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

Answer

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

Question 5

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

Accepted Answer

To review and authorize changes to minimize risk

Answer

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

(CIS) Certified Implementation Specialist Practice Test

(CIS) Certified Implementation Specialist Practice Test

CIS Client Communication & Change Management 2