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ITIL ITIL-4-DITS Practice Test - Questions Answers
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Question 1
An organization cannot afford the loss that comes from taking risks that go wrong, but they suffer big losses because they often take these risks anyway.
What combination of risk capacity and risk appetite this situation?
A low risk capacity means that an organization cannot afford the loss that comes from taking risks that go wrong, while a high risk appetite means that an organization is willing to take those risks anyway. This situation can lead to big losses and unsustainable outcomes. Reference: ITIL 4 Leader:
Digital and IT Strategy, page 57
Question 2
An organization is aiming to use an innovative social media platform to improve engagement with young consumers.
What should the organization's strategy focus on?
Customer and market relevance is about understanding and meeting the needs and expectations of customers and markets, especially in a dynamic and competitive environment. Operational excellence is about delivering services efficiently and effectively, with high quality and reliability. An innovative social media platform can help improve engagement with young consumers by enhancing customer and market relevance, while operational excellence can support the delivery of the platform and its services. Reference: ITIL 4 Leader: Digital and IT Strategy, page 15-16
Question 3
An organization is continually changing to maintain customer and market relevant. The changes adopting new technologies, expanding to new markets, and adjusting the service portfolio.
Which is the BEST approach to ensure that suppliers and partners support these changes?
A sourcing strategy is about deciding how to acquire and manage the resources and capabilities needed to deliver services, including suppliers and partners. An organization that is continually changing to maintain customer and market relevance needs a sourcing strategy that can support these changes by enabling flexibility, agility, innovation and collaboration with suppliers and partners. Reference: ITIL 4 Leader: Digital and IT Strategy, page 75-76
Question 4
An organization identified activities that are performed by many different people who follow detailed procedures to ensure they carry out all the steps. The procedures are very clear, and if staff follow the exact steps in the procedure then the results are always good, but this takes a lot of time.
Simple automation is about using technology to automate repetitive and standardized tasks that follow clear and detailed procedures. This can help reduce human errors, save time and resources, and improve efficiency and quality. Reference: ITIL 4 Leader: Digital and IT Strategy, page 63
Question 5
An insurance company generates sales from its website, from agents in a call center, and from third parties working for other financial service organizations. The product is very product is very popular and users are generally satisfied. The organization regularly collects and analysis data about service consumers, and this shows users have different levels of satisfaction, depending on how the product was sold.
What should the insurance company consider NEXT to help resolve the situation?
Omnichannel delivery is about providing a consistent and seamless customer experience across different channels and touchpoints. This can help increase customer satisfaction, loyalty, and retention. The insurance company should consider how to align and integrate its different sales channels to deliver a unified and coherent service to its customers.
Reference: ITIL 4 Leader: Digital and IT Strategy, page 17
Question 6
An organization is entering a new market with a range of services. Similar services already exist in the market, and the demand is high.
Which is the BEST approach to pricing and charging for the services in the new market?
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Question 7
Which is the BEST approach to defining a vision and a strategy in an organization with multiple specialization divisions?
Question 8
The leaders of an organization ate defining an approach to optimize its value streams and processes to create a more efficient way of working.
What should this approach focus on?
Question 9
An organization is planning a large scale digital transformation programme to significantly improve its digital capabilities. Which Is the BUT approach for defining and implementing this programme?
Question 10
A service provider a developing an operating model to support a new social media service that enables their business strategy.
They have included the following in the operating model:
• a definition of how suppliers will be Involved in the delivery of the service
• a description of me main performance measures required
Which additional element MUST be included to ensure that the essential themes of the operating model are covered?
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Selling illegal goods, money scams etc.
Serious attack on a group.
Harassing an individual (including doxing)
Threatening or glorifying violence or serious harm, including self-harm
Nudity/Sexual content
Sexually explicit or suggestive imagery or writing involving minors
Sexually explicit or suggestive imagery or writing involving non-consenting adults or non-humans
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Not in English or has very bad formatting, grammar, and spelling
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