Question 1

It is critical that healthcare organizations maintain relationships with as many vendors as possible.

Accepted Answer

A) True 
 B)False  False

Question 2

The ITIL process where recurring incidents are analyzed to determine their root causes and provide permanent solutions for the problem at hand is called:

Accepted Answer

A)   Release management.
B)   Incident management.
C)   Problem management.
D)   Change management. C

Question 3

The principal objective of project quality management is to ensure that the project satisfies its objectives and requirements.

Accepted Answer

A) True 
 B)False  True

Question 4

The contract management benefit which lets an organization see if it is purchasing at the right times, quantities, and prices, and if those purchases are standardized with consistent contract terms and conditions is:

Accepted Answer

A)   Improved compliance management.
B)   Expenditure visibility.
C)   Enhanced spending and performance analysis.
D)   Evergreen contract elimination.

Question 5

Which of the following is not part of the ITIL IT service management model?

Accepted Answer

A)   Change Management
B)   Problem Management
C)   Configuration Management
D)   Systems Management

Question 6

An important step to consider when forming an effective HIS steering committee is to focus on HIS resource allocation responsibilities rather than HIS steering objectives.

Accepted Answer

A) True 
 B)False

Question 7

The service desk is a single point of contact for users to report incidents and seek troubleshooting resolution, and often is referred to as the help desk.

Accepted Answer

A) True 
 B)False

Question 8

COBIT is an international ITG reference framework that is useful for HIS governance, oversight, and process audit. It includes requirements for the control and security of sensitive data.

Accepted Answer

A) True 
 B)False

Question 9

Important vendor-management principles that can help healthcare organizations develop strong vendor relationships are to ensure that the contractual details are equal to the level of project risk, clarify roles and responsibilities, obtain senior management commitment and buy-in, and focus on strategies that will benefit the vendor in lieu of the customer.

Accepted Answer

A) True 
 B)False

Question 10

The work breakdown structure (WBS) and project schedule is developed during which Project Management Institute (PMI) project management phase?

Accepted Answer

A)   Initiating phase
B)   Monitoring and controlling phase
C)   Planning phase
D)   Scheduling phase

Question 11

The job role that includes areas such as cover includes business intelligence, databases, data centers, IT security, servers, networks, systems integration, backup systems, messaging, and websites is:

Accepted Answer

A)   Senior management.
B)   Clinical informatics.
C)   Information technology (IT) .
D)   Healthcare IT.

Question 12

A configuration management database (CMDB) is a software database that is used to authorize change requests and coordinate change management board (CMB) activities
(CMB).

Accepted Answer

A) True 
 B)False

Question 13

The ITG framework that describes six guiding principles for the effective, efficient, and acceptable use of IT-responsibility, strategy, acquisition, performance, conformance, and human behavior-is called:

Accepted Answer

A)   NIST 800-55.
B)   ISO/IEC 27001.
C)   COBIT.
D)   ISO/IEC 38500.

Question 14

The request for proposal (RFP) is submitted during which vendor selection process stage?

Accepted Answer

A)   Select the winning candidate and successfully negotiate a contract.
B)   Analyze their business requirements.
C)   Conduct a three-layer HIS vendor evaluation search.
D)   Formally submit a project request.

Question 15

An area that have been shown to increase IT operating expenses in healthcare organizations is:

Accepted Answer

A)   Electronic health record (EHR)  implementations.
B)   Project duration.
C)   Both A and b
D)   None of the above.

Question 16

The ITIL IT service management (ITSM) best practice process area that a HIS department should consider addressing when deploying or supporting existing HIS applications is:

Accepted Answer

A)   IT service support.
B)   IT service desk.
C)   IT service continuity.
D)   IT service delivery.

Question 17

The order of the following four steps correctly identifies how healthcare organizations should proceed in order to select the right vendor: 1) submit a project request; 2) define the requirements; 3) conduct an evaluation; and 4) negotiate the agreement.

Accepted Answer

A) True 
 B)False

Question 18

Service continuity management is the process by which service level agreements (SLAs) are negotiated with end users and tracked for performance adherence.

Accepted Answer

A) True 
 B)False

Question 19

The business investment decision-making and oversight process by which healthcare organizations effectively evaluate, select, prioritize, and fund HIS is called:

Accepted Answer

A)   IT business governance (ITBG) .
B)   IT supply-side governance (ITSG) .
C)   IT demand governance (ITDG) .
D)   IT process governance (I

Question 20

IT service support encompasses the support processes needed to ensure acceptable service, and typically is more process oriented than technical.

Accepted Answer

A) True 
 B)False

Exam 5: Managing His and Technology Services

It is critical that healthcare organizations maintain relationships with as many vendors as possible.

The ITIL process where recurring incidents are analyzed to determine their root causes and provide permanent solutions for the problem at hand is called:

The principal objective of project quality management is to ensure that the project satisfies its objectives and requirements.

The contract management benefit which lets an organization see if it is purchasing at the right times, quantities, and prices, and if those purchases are standardized with consistent contract terms and conditions is:

Which of the following is not part of the ITIL IT service management model?

An important step to consider when forming an effective HIS steering committee is to focus on HIS resource allocation responsibilities rather than HIS steering objectives.

The service desk is a single point of contact for users to report incidents and seek troubleshooting resolution, and often is referred to as the help desk.

COBIT is an international ITG reference framework that is useful for HIS governance, oversight, and process audit. It includes requirements for the control and security of sensitive data.

The work breakdown structure (WBS) and project schedule is developed during which Project Management Institute (PMI) project management phase?

The job role that includes areas such as cover includes business intelligence, databases, data centers, IT security, servers, networks, systems integration, backup systems, messaging, and websites is:

A configuration management database (CMDB) is a software database that is used to authorize change requests and coordinate change management board (CMB) activities (CMB).

The ITG framework that describes six guiding principles for the effective, efficient, and acceptable use of IT-responsibility, strategy, acquisition, performance, conformance, and human behavior-is called:

The request for proposal (RFP) is submitted during which vendor selection process stage?

An area that have been shown to increase IT operating expenses in healthcare organizations is:

The ITIL IT service management (ITSM) best practice process area that a HIS department should consider addressing when deploying or supporting existing HIS applications is:

The order of the following four steps correctly identifies how healthcare organizations should proceed in order to select the right vendor: 1) submit a project request; 2) define the requirements; 3) conduct an evaluation; and 4) negotiate the agreement.

Service continuity management is the process by which service level agreements (SLAs) are negotiated with end users and tracked for performance adherence.

The business investment decision-making and oversight process by which healthcare organizations effectively evaluate, select, prioritize, and fund HIS is called:

IT service support encompasses the support processes needed to ensure acceptable service, and typically is more process oriented than technical.