CIS Client Communication & Change Management 3

Question 1

Which metric BEST measures end-user adoption after an implementation go-live?

Accepted Answer

Percentage of users actively using the system versus licensed users

Answer

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?

Accepted Answer

Resubmit with a clearer business justification and risk analysis

Answer

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?

Accepted Answer

Defining who is Responsible, Accountable, Consulted, and Informed for each activity

Answer

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?

Accepted Answer

Deploy a hypercare team on-site while scheduling refresher training sessions

Answer

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?

Accepted Answer

Internal email blast and SMS/mobile alerts

Answer

Email blasts combined with SMS/mobile alerts provide immediate, wide-reach notification that users are likely to see quickly.

(CIS) Certified Implementation Specialist Practice Test