A new employee just started working with a company and only received their laptop in week 4.
The BPM analyst investigated the cause:
- Equipment was not ordered until week 2
- The manager did not complete the new hire checklist.
- The manager did not know how to access the checklist.
- No one communicated to the manager how to access the checklist.
- No communication plan for the on-boarding process.
- The root cause of the initial problem was that no one communicated to the manager there was a
checklist.
Which tool did the BPM analyst use in order to find out the root cause?

• 5 Whys

• 5 Whats

• 5 Whens

• 5 Whos

On a project, the BPM analyst defined the following to identify the Key Performance Indicator (KPI):
- The goal of the project was to improve the efficiency of the process.
- The concern was that the process was not fast enough.
- The Critical to Quality (CTQ) was the speed of the process.
- The client was interested in the cycle time of the process.
- The time stamps at the beginning and at the end of the process are captured.
Which step did the BPM analyst fail to perform in identifying the KPI?

• Know the client objectives

• Know how to define the client's KPI

• Know the process decision makers

• Know the client's Service Level Agreements (SLAs)

A BPM analyst is modeling the process for acquiring membership at a club. The analyst interviewed the
front office supervisor, who provided the following description of the first activity "Enter Application":
"One of our receptionists receives a paper application from the potential client, an applicant. The
receptionist first looks up the client’s name and address to see if it exists in our system, then enters the
information from the paper application into the system, and assigns a membership number to the
application. When the application entry is complete, the receptionist sends it to the manager for an initial
review. "
The BPM analyst has created the discovery map in Blueworks Live and now needs to enter information
from the above description into the Details fields for the activity "Enter Application".
For the activity "Enter Application", what are the Inputs and Outputs?

• Inputs :
  Application From
  OutPut :
  Application Membership Number

• Inputs :
  Membership Number
  OutPut
  Application Membership Number

• Inputs :
  Membership Number
  OutPut
  Application Membership Number
  Name
  Address

• Inputs :
  Application From
  Membership Number
  Name
  Address
  OutPut
  Application
  Membership Number
  Name
  Address

A BPM analyst is conducting interviews with the participants of a business process.
What feedback about the process should the BPM analyst look out for that might not be obvious in an
as-is process diagram?

• Excessive reviews

• Too many participants

• Identification of bottlenecks

• Not enough system automation

6.A BPM analyst is modeling the process for acquiring membership at a club. The BPM analyst
interviewed the front office supervisor, who provided the following description of the first activity "Enter
Application": "One of our receptionists receives a paper application from a potential client, an applicant.
The receptionist first looks up the client's name and address to see if it exists in our system, then enters
the information from the paper application into the system, and assigns a membership number to the
application. When the application entry is complete, the receptionist sends it to the manager for an initial
review. “The BPM analyst has created the discovery map and now needs to enter information from the
above description into the Details fields in Blueworks Live for the activity "Enter Application".
For the activity "Enter Application", who is the Supplier?

• Manager

• Applicant

• Receptionist

• Front Office Supervisor

A BPM analyst is helping to identify and select the appropriate solution for process improvement in a
large BPM project.
What are the business levers the BPM analyst should focus on?

• Policy, Technology, Organization and People

• Policy, Data, Organization and People

• Process, Technology, Organization and People

• Process, Data, Organization and People

A company that processes applications has been using IBM Business Process Manager V8.0 over the
last year. The company has asked IBM to analyze its processes in production because it wants to
continue improving its processes. The IBM BPM team sends a BPM analyst.
What should the BPM analyst do?

• Use the Discovery View in Blueworks Live to perform inspection on the process.

• Use the Analyze feature in Blueworks Live to perform Historical and Simulation Analysis.

• Use the Optimizer in IBM Business Process Manager V8.0 to perform Historical and Simulation
  Analysis.

• Use the Process Inspector in IBM Business Process Manager V8.0 to perform inspection on the
  process.

A BPM analyst is documenting process problems during a discovery session.
As a problem is raised, what are the two key factors the BPM analyst needs to capture about each
problem to be able to prioritize them later?

• The solution to the problem.

• When the problem first occurred and how often it occurred in each milestone

• Severity and frequency of the problem at the process, milestone, or activity level

• Who is the participant when the problem occurs and what other tasks does that participant complete.

A BPM analyst is performing a process inventory analysis at a company that has many processes and
has gathered all required information to calculate a priority value for each process in order to rank them.
How should the BPM analyst compute this?

• Provide a scale and weight for each activity in the process.

• Provide a scale for each of the prioritization criterion and weigh the criteria against the processes.

• Have the customer and the BPM analyst provide 2 different priority values independently and calculate
  1 priority value.

• Count the number of activities in diagram and evaluate the complexity of the diagram to provide a
  value and calculate a priority value.

The project manager needs assistance from the BPM analyst in building a process roadmap.
What tool should the BPM analyst use to create a detailed list of areas of opportunity?

• A Prioritization Matrix

• A Root Cause Analysis Matrix

• A Business Value Add Analysis Matrix

• A Failures Mode Effect Analysis (FMEA) Matrix

The Human Resources department has pre-selected 4 processes as candidates for BPM
Implementation. They think all these 4 processes have equal business value. They hire a BPM analyst to
identify 1 process for BPM Implementation.
What questions must the BPM analyst ask in order to identify a process for implementing BPM?

• 1. Does the process change frequently?
  2. Are tasks being communicated informally through emails and phone calls?
  3. Does this project have enough IT challenges?
  4. Does the process integrate with at least 3 systems?

• 1. Does the process change frequently?
  2. Are tasks being communicated informally through emails and phone calls?
  3. Is the same data entered multiple times into multiple systems?
  4. Is there poor visibility into process performance?

• 1. Does the process integrate with at least 3 systems?
  2. Are tasks being communicated informally through emails and phone calls?
  3. Is the same data entered multiple times into multiple systems?
  4. Is there poor visibility into process performance?
  D. 1. Is there poor visibility into process performance?

• 1. Is there poor visibility into process performance?
  2. Does the process have ad-hoc events?
  3. Is the same data entered multiple times into multiple

A project manager asks a BPM analyst to assist with defining a business case for a company based on
their goals and objectives.
What are key components to include in support of a business case?

• 1. Establish critical success factors
  2. Identify Key Performance Indicators (KPIs)
  3. Identify business pain points
  4. Calculate Return on Investment

• 1. Establish critical success factors
  2. Complete Playback 1 retrospective notes
  3. Develop coaches from the future process
  4. Calculate Return on Investment

• 1. Identify system integrations
  2. Run Process Optimizer Reports
  3. Identify business pain points
  4. Calculate user story points

• 1. Complete Playback 1 retrospective notes
  2. Identify Key Performance Indicators (KPIs)
  3. Develop coaches from the future process
  4. Calculate user story points

During discovery, a process owner presents the BPM analyst with over 350 Key Performance
Indicators (KPIs) determined by executive management based on the goals of the company.
What action should the BPM analyst recommend to the process owner?

• Use all of the KPIs in the process, since they are all relevant to the different business units of the
  company.

• Use all of the KPIs in the process, since the executive team is expecting them to be implemented.

• Use only the KPIs in the process that support the ability to make decisions, since these are actionable

• Use only the KPIs in the process that are time-based, since a primary business concern is time.

The project manager needs assistance from the BPM analyst to determine the initial level of effort for
processes in a process inventory.
For each process, the BPM analyst should provide a list of process details that include:

• Process Owner, Short Description, Size and Complexity, Milestones

• Process Owner, Short Description, Size and Complexity, Risk and Pain

• Process Participants, Process Owner, Short Description, Milestones

• Process Participants, Process Owner, Short Description, Risk and Pain

A BPM analyst is working with a facilities manager to map out a process that lists the responsibilities of
the facilities manager.
In the event of a damage to a building, the facilities manager must take the following actions.
- If the damage is caused by fire, the facilities manager must immediately call the fire service.
- If there is anyone injured, the facilities manager must immediately call the nearby hospital ambulance
service.
- If the damage is greater than $5000, the facilities manager must notify the insurance agent immediately.
- The facilities manager must always submit a damage report to the building manager within 1 week of the
incident.
How should the BPM analyst model this process?

A BPM analyst is mapping a Mortgage Loan Approval Process. When the applicant requests a loan,
the Loan officer must start the credit check, employment check and background check at the same time.
How should the BPM analyst map this process?

A BPM analyst is defining a mortgage loan approval process where the Business Process
Management System (BPMS) will get the credit score of the applicant from the Credit Bureau and validate
if the loan can be approved for the applicant.
The BPM analyst must add this activity:

• as an Ad-Hoc Event.

• to a System Lane.

• to both a Human Participant and System Lane.

• to a Human Participant Lane who had the prior task.

A BPM analyst has modeled the process for creating a custom coffee beverage. The BPM analyst
noticed a lot of detail in the process model and has started refactoring the model to reduce the complexity.
Which section of the process represents a series of activities performed by the same participant that the
analyst reduced into a single activity?

The BPM analyst is mapping a Recruiting process for a company where the Hiring manager submits a
Hiring request and the HR Director makes the decision to approve or reject the request. If approved, the
HR Admin will post the position in a job search website. If rejected, the HR Director will notify the Hiring
Manager.
How should the BPM analyst map this process?

A BPM analyst is discovering a process where the subject matter experts are explaining what to do
when process instances fail during system maintenance.
Which symbol in the Blue Works Live should the BPM analyst use to define this process?

A BPM analyst is creating a process model for requesting a renovation permit.
The BPM analyst is using the following description of the first activity:
"One of our municipal office clerks receives a paper permit application from the local resident, an
applicant. The clerk first looks up the resident's name and address in our system, then enters the
information from the paper application into the system, and assigns a temporary permit number to the
application. When the application entry is complete, the clerk sends it to a manager to assign it to an
adjudicator. "
Which name should the BPM analyst use for the first task that accurately describes the activity and
follows recommended naming conventions?

• Application Entry

• Create Application

• Clerk Receive and Enter Application

• Lookup name, create application, assign number, and send it to the manager

A playback has recently been completed and the team want to know when the next playback can be
scheduled.
What expected time frame should the BPM analyst give to the team?

• 3 months3 days

• 3 weeks

• 3 months

• 3 years

A BPM analyst is reviewing the playback types. What is the first playback that identifies participant
roles?

• Playback 0

• Playback 1

• Playback 2

• Playback 3

How does implementing the playback methodology in a BPM project reduce the risk of building
unwanted products?

• Business users are minimally involved in the BPM project.

• All requirements of the project are completed in one release

• Solution administrators give estimates of system performance.

• Immediate feedback during development provides ability to change direction.

A BPM analyst is approached by the BPM solution architect and asked to provide inputs to a rough
order magnitude (ROM) estimate needed to further assess the implementation effort.
What information must the BPM analyst provide to the BPM solution architect to assist with this effort?

• A level of effort estimate to implement each task and integration

• A list of all the business process diagrams with their relative number of steps

• A list of the service contracts required for all integrations defined during discovery

• A list of all the subject matter experts (SME) to get further information on implementation scope.

The BPM analyst is recommending the playback methodology to be followed during development.
When the company asks the analyst what is the basis for the playback methodology, how should the BPM
analyst respond?

• Iterative development

• V-model development

• Waterfall development

• Cleanroom development

Which kind of change is considered a business level change as opposed to a cultural level change?

• Increase transparency

• Strengthen accountability

• Eliminate unnecessary work

• Improve collaboration across boundaries

A company needs to improve its hiring process and hired a BPM analyst to map the current state.
During the process discovery session, the team identifies that the process steps to review the "hiring"
request are the same as the process steps to review a "promotion/pay rise" request.
What element should the BPM analyst use to map the activities needed for the review of the "hiring"
request in Blueworks Live?

• A sub-process.

• A different color.

• A linked process.

• A separate milestone

A company needs to improve their hiring process and hired a BPM analyst to map the current state.
During the discovery session, the business subject matter experts (SMEs) indicate to the BPM analyst
that the hiring request is reviewed by both the human resource admin and the human resource manager.
How should the BPM analyst document the participant role for this activity?

• Assign the admin as the participant since the admin is paid less.

• Assign the manager as the participant since the admin reports to the manager.

• Break the "Review" task into separate tasks and define who does what.

• Pick either the admin or the manager and assign the "Review" task to that role.

A company needs to improve their hiring process and hired a BPM analyst to map the current state.
What is the first thing the BPM analyst should do while constructing a discovery map? Identify the:

• Value-Add activities.

• sub processes within the hiring process.

• start and end points of the hiring process.

• activity where the maximum problems lie.

During the discovery phase of a BPM project, the BPM analyst is supposed to define the goal for the
process.
Which goal of a car company follows the guidelines of the Specific Measurable Achievable Relevant
Time-bound (SMART) acronym?

• Increase production of car parts by July 31, 2014

• Increase the quality of North American cars by 5% in 2 weeks.

• Reduce coal emissions in European car factories by 10%.

• Reduce fuel economy for newly released cars from 30 km/hr to 45 km/hr by August 31, 2016.

During the Process Discovery phase, the BPM analyst needs to schedule and plan for the Process
Improvement and Discovery Workshop (PIDW).
In planning the PIDW, what activities should the BPM analyst include on the agenda in addition to the
following?

1. Prepare workshop participants.
2. Introduce BPM.
3. Identify business case overview.
4. Determine business impact.

• 5. Implement the business process.
  6. Develop the use cases.
  7. Discuss findings and proposed solution.

• 5. Document the business process inventory and roadmap.
  6. Develop the solution approach.
  7. Discuss detailed estimates.

• 5. Document the business process.
  6. Develop the solution approach.
  7. Discuss findings and proposed solution.

• 5. Demonstrate the business process playback.
  6. Develop the use cases.
  7. Discuss findings and proposed solution.

A BPM analyst has been asked to define the metrics for a process.
What is the correct sequential order for determining metrics?

• 1. Goals
  2. Enabled Decisions and Decision Makers
  3. Tracked Data and Key Performance Indicators (KPIs)
  4. Scoreboards, Reports, and Service Level Agreements (SLAs)

• 1. Enabled Decisions and Decision Makers
  2. Goals
  3. Tracked Data and Key Performance Indicators (KPIs)
  4. Scoreboards, Reports, and Service Level Agreements (SLAs)

• 1. Goals
  2. Enabled Decisions and Decision Makers
  3. Scoreboards, Reports, and Service Level Agreements (SLAs)
  4. Tracked Data and Key Performance Indicators (KPIs)

• 1. Enabled Decisions and Decision Makers
  2. Goals
  3. Scoreboards, Reports, and Service Level Agreements (SLAs)
  4. Tracked Data and Key Performance Indicators (KPIs)

A company needs to improve their hiring process and has requested a BPM analyst to define a future
state process. After analyzing the current state process, the BPM analyst found many opportunities for
improvement which could lead this initiative into a 5 year project.
How should the BPM analyst map the future state process?

• Map a short term process which includes only low effort opportunities.

• Map one single process which includes all improvement opportunities

• Build a short term and a long term future state process road-map through prioritization of the
  opportunities.

• Build a roadmap of processes for all releases in the next 5 years by categorizing the opportunities into
  individual releases.

During process discovery, the business subject matter experts (SMEs) make the following statement
about how the process starts: "Today, our users access the database that stores new orders and copy that
information manually onto a request form. This form is passed from one participant to another during the
process. In our future state, we would like IBM Business Process Manager V8.0 to connect to the
database directly, so that we don't have to manually create our request forms. “The IT representatives
from the client indicate that this should be possible.
How should the BPM analyst respond to this?

• Defer this discussion for the BPM developers.

• Gather all the technical details for this integration

• Capture that the process should start systematically and identify high level inputs to the process

• Inform the business SMEs that this is not possible as the process must start with a Human Task.

During a playback session, a business user asks the following question: "Once a task is assigned to a
user, can the task be reassigned to another user?"
Which one of the following responses is a valid response by a BPM analyst?

• No, assignment must be built into the system.

• No, once a task is assigned to a user the task must be completed by the user.

• a user can reassign their task to any other user.

• Yes, reassignment is possible dependant upon the role of the user.

A company has multiple processes already documented in their Blueworks Live library. During process
discovery on a new process, the business subject matter experts (SMEs) identify a subprocess that is
exactly the same as a process already in the Blueworks Live library.
How should the BPM analyst capture this requirement in Blueworks Live?

• Use the Linked Processes feature to capture the relationship.

• Use the Heat Mapping feature to capture the common process flows.

• Use the Smart Folder feature to organize both processes in the same folder.

• Copy the same Inputs, Outputs, and Participants when defining the new sub-process.

A company needs to improve their hiring process using Business Process Management Software
(BPMS). The BPM analyst has completed the current state process discovery and analysis by involving
the business subject matter expert (SME) and is ready to define the future state process map. The BPM
analyst anticipates many system integrations in the future state process.
Who should the BPM analyst involve during the definition of the future state process?

• 1. Process Owner
  Business subject matter experts
  BPMS Lead Developer
  Client's IT representative

• 1. Project Manager
  Business subject matter experts
  BPMS Lead Developer
  Client's IT representative

• 1. Process Owner
  Business subject matter experts
  BPMS Lead Developer
  Project Manager

• 1. Process Owner
  Quality Assurance
  BPMS Lead Developer
  Client's IT representative

A BPM analyst needs to define user stories for development. What information does the BPM analyst need to know about user stories? User stories:

• contain all required implementation details needed by developers.

• focus on what is required and not on how the requirements are met.

• support waterfall development and are completely defined before development begins.

• with less business value must not be defined since they are not going to be developed.

A cable company is improving a process in their call center for requesting cable service. The new
process will run in IBM Business Process Manager V8.0. The call center supervisor would like to know
how long it takes the customer service representatives to answer the customer requests before passing
the request to the engineering department to provide the service.
What should the BPM analyst recommend to address the measurement reporting requirement?

• Use the My Performance scoreboard with Provide Cable Service filter.

• Use the My Team Performance scoreboard with the Answer Customer Request activity.

• Use IBM Business Monitor to create a custom report with events from the engineering department
  database.

• Create a custom report with tracking points in the process with cable service customer names.

A security company provides background checks on individuals as a service. Based on various criteria,
a customer's request can have a different priority to receive a better level of service response time.
Whether the background check passes or fails should not impact the service level. Requests with a high
priority need to be addressed within the same business day, those with a medium priority can take up to 3
days to process, and those with a low priority must be responded to within 5 business days. The security
company is currently updating the background check process and wants to define some performance
measurements to ensure customers are receiving the service level they are paying for.
How should the BPM analyst define the measurements to meet these requirements?

• Calculate the rate of background check passes per day per priority to determine the service level
  agreement.

• Count the number of background check failures for each priority and calculate the difference from the
  service level agreement.

• Capture the times to start and complete the background check, calculate the duration and compare it
  to the service level agreement by priority.

• Capture the times to start and complete the background check, calculate the service level agreement
  for each priority and compare it to thetimes.

A company needs to improve their hiring process using a Business Process Management System
(BPMS). Currently, their hiring manager writes a free form email regarding a new open position and sends
it to the HR manager for approval. The hiring manager wants to standardize this activity using a BPMS.
How should the BPM analyst define this user story?

• As a BPMS, I want to provide an electronic form to the Hiring Manager, so that the Hiring Manager can
  complete the request.

• As a BPMS, I want to provide an electronic form instead of a document so that the data can be saved
  and retrieved for reporting purposes.

• As a Hiring Manager, I want to have a user interface with all the fields necessary to complete the hiring
  request form, so that I can avoid using aword document.

• As a Hiring Manager, I want to complete the hiring request form and submit the form to the HR
  Manager, so that the HR Manager can review myrequest and make a decision on filling this position.

A BPM analyst has completed the definition of user stories and is ready to prioritize them so that the
development team starts building the stories that have high business value.
What BPM project roles must attend the user story prioritization session?

• BPM Developers and Project Managers

• BPM Administrators and Project Managers

• Process Owners and Subject Matter Experts

• Integration Developers and Subject Matter Experts