CIS Client Communication & Change Management 3 — Questions and Answers
Question 1: Which metric BEST measures end-user adoption after an implementation go-live?
- Number of support tickets closed
- Percentage of users actively using the system versus licensed users (Correct answer)
- Total project budget spent
- Number of change requests submitted
Correct answer: Percentage of users actively using the system versus licensed users
Active usage rate compared to licensed users directly reflects whether employees have adopted the new system in their daily work.
Question 2: A client's change control board rejects a critical technical fix. What should the implementation specialist do next?
- Implement the fix anyway and inform the board after the fact
- Accept the rejection and document it in the risk register
- Resubmit with a clearer business justification and risk analysis (Correct answer)
- Stop all work until the fix is approved
Correct answer: Resubmit with a clearer business justification and risk analysis
Resubmitting with stronger justification respects governance while advocating for a necessary change through proper channels.
Question 3: What is a RACI matrix used for in client communication during an implementation?
- Tracking system defects and resolutions
- Defining who is Responsible, Accountable, Consulted, and Informed for each activity (Correct answer)
- Measuring user satisfaction scores
- Scheduling project milestones and deadlines
Correct answer: Defining who is Responsible, Accountable, Consulted, and Informed for each activity
A RACI matrix clarifies roles and communication expectations so each stakeholder knows their level of involvement in every activity.
Question 4: During go-live, users report confusion about new workflows. Which action addresses both the immediate issue and long-term adoption?
- Roll back to the legacy system immediately
- Deploy a hypercare team on-site while scheduling refresher training sessions (Correct answer)
- Issue a written FAQ document and close the tickets
- Defer resolution to the post-implementation support team
Correct answer: Deploy a hypercare team on-site while scheduling refresher training sessions
A hypercare team provides immediate hands-on support while refresher training builds lasting competency and confidence.
Question 5: Which communication channel is MOST appropriate for delivering urgent system downtime notifications to a large user base?
- Monthly newsletter
- Internal email blast and SMS/mobile alerts (Correct answer)
- In-person town hall meeting
- Project management software task updates
Correct answer: Internal email blast and SMS/mobile alerts
Email blasts combined with SMS/mobile alerts provide immediate, wide-reach notification that users are likely to see quickly.
Question 6: A key client stakeholder is a 'late majority' adopter according to the Diffusion of Innovations model. Which approach is BEST to support them?
- Give them advanced system administrator access to explore independently
- Pair them with an internal champion and provide structured, step-by-step guidance (Correct answer)
- Exclude them from pilot testing until the main rollout
- Send them detailed technical documentation to self-study
Correct answer: Pair them with an internal champion and provide structured, step-by-step guidance
Late majority adopters need social proof and practical guidance from trusted peers, making internal champions and structured support most effective.
Question 7: What is the key difference between a 'change request' and a 'change order' in implementation projects?
- A change request is informal while a change order is documented
- A change request proposes a modification while a change order is the formal, approved authorization to proceed (Correct answer)
- A change request applies to scope while a change order applies only to cost
- There is no difference; the terms are interchangeable
Correct answer: A change request proposes a modification while a change order is the formal, approved authorization to proceed
A change request initiates the evaluation process, while a change order is the binding, approved document that authorizes the change to proceed.
CIS Client Communication & Change Management 3
Which metric BEST measures end-user adoption after an implementation go-live?