Free IIBA CBAP Exam Actual Questions

The questions for CBAP were last updated On Apr 18, 2025

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Question No. 1

Jane is the business analyst for her organization and she is completing passive observation to identify improvement opportunities in the workflow. She notices that some of the employees perform certain customer- facing activities in a different format than the other workers.

Is this a problem that can be addressed as part of an improvement opportunity?

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Correct Answer: A

Customer-facing activities are those that directly involve or affect the customers, such as sales, service, support, or marketing.These activities should be consistent across the organization, as consistency is a key factor for customer satisfaction and loyalty12. Customers expect to have the same level of service and quality every time they interact with a business, regardless of the channel, location, or employee.If some employees perform customer-facing activities in a different format than the others, it can create confusion, frustration, or distrust among the customers, and potentially damage the business reputation and revenue34. Therefore, this is a problem that can be addressed as part of an improvement opportunity. Jane, as a business analyst, can use passive observation to identify the variations in the customer-facing activities, and then analyze the root causes, impacts, and possible solutions. She can also use other techniques, such as interviews, surveys, or focus groups, to gather feedback from the customers and the employees, and understand their needs and expectations.She can then propose recommendations to standardize the customer-facing activities, and ensure that they align with the business goals, values, and policies5.Reference:

The three Cs of customer satisfaction: Consistency, consistency, consistency | McKinsey

How to create consistency in customer service | Zapier

How To Improve Customer Focus Using 8 Key Strategies

Consistent Communication: A Must-Have For Your Customer Service Team - Forbes

Important Client-Facing Skills: Definition and Examples


Question No. 2

What is the one interrogative that requirements should answer?

Herb is the business analyst for the HYY Organization. As Herb is completing the organize requirements process, he recognizes that requirements typically need to answer one QUESTION NO: for identification.

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Correct Answer: A

The one interrogative that requirements should answer is what. What defines the characteristics, attributes, and features of the requirement. What describes the desired outcome or result of the requirement. What specifies the functional or non-functional aspects of the requirement. What helps to identify and differentiate the requirement from other requirements. What also helps to verify and validate the requirement by testing whether it meets the acceptance criteria.

The other interrogatives, when, why, and how, are not essential for identifying the requirement, but they may provide additional information or context for the requirement. When defines the timing, frequency, or sequence of the requirement. Why defines the rationale, purpose, or benefit of the requirement. How defines the method, process, or technique of implementing the requirement.Reference:

BABOK Guide, p. 36, 38, 40

CBAP / CCBA Certified Business Analysis Study Guide, p. 154, 156

Certified Business Analysis Professional (CBAP) | Coursera, Course 2, Week 1, Video: ''Specify and Model Requirements''


Question No. 3

Whilst working on business requirements to improve a process, a business analyst (BA) has created flowcharts from the viewpoint of several different users. The stakeholders have expressed some confusion because the flows seem inconsistent.

What ensures that the process models relate to each other?

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Correct Answer: D

Information architecture is the structure and organization of information within a system or process1.It helps to ensure that the process models relate to each other by defining the relationships, dependencies, and interactions among the data, information, and knowledge that are used or produced by the processes2.Information architecture also helps to align the process models with the business goals, objectives, and requirements3.


Question No. 4

A business analyst (BA) is reviewing the performance results from a recent change initiative. One of the results stated, "The planned schedule expected 50% of the project to be done at milestone 6. The schedule performance index (SPI) was .87. Three project team members worked overtime to ensure that the actual schedule would align with the planned schedule."

This is an example of what type of action?

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Correct Answer: C

This is an example of a corrective action, which is an action taken to bring the project performance back in line with the plan. The schedule performance index (SPI) is a measure of schedule efficiency, expressed as the ratio of earned value to planned value. An SPI of less than 1 indicates that the project is behind schedule. In this case, the SPI was 0.87, which means that the project was only 87% as far along as it should have been at milestone 6. To correct this situation, three project team members worked overtime to catch up with the planned schedule. This is a corrective action because it addresses an existing problem and aims to eliminate the root cause of the deviation.Reference:Schedule Performance Index (SPI) for PMP Exam Prep,CBAP Training and Exam Preparation - IIBA Endorsed Course,CBAP Step-by-Step Application Process Guide


Question No. 5

There are four inputs to writing the business case as part of enterprise analysis.

Which one of the following is not an input to writing the business case process?

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Correct Answer: C

Writing the business case is a process of documenting the justification for initiating a project or a solution, based on the estimated costs, benefits, and risks. The inputs to this process are the business need, the assumptions and constraints, the stakeholder concerns, and the solution scope. The business need defines the problem or opportunity that the project or solution will address. The assumptions and constraints are the factors that affect the feasibility and viability of the project or solution. The stakeholder concerns are the expectations, issues, or interests of the stakeholders that may influence the project or solution. The solution scope defines the features and functions of the product or service that will meet the business need and the stakeholder concerns. Requirements verification is not an input to this process, but rather an output of the verify requirements process, which is part of the requirements analysis and design definition knowledge area.Reference:BABOK Guide v3, page 25;CBAP / CCBA Certified Business Analysis Study Guide, page 69.


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