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ITIL ITIL-4-DITS Practice Test - Questions Answers, Page 2

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Which is a leadership skill that relates to having a digital mindset?

A.
Looking at the potential of new tools to meet customer needs
A.
Looking at the potential of new tools to meet customer needs
Answers
B.
Sharing success stories frequently to motivate others
B.
Sharing success stories frequently to motivate others
Answers
C.
Bulking a rapport with regulators and government officials
C.
Bulking a rapport with regulators and government officials
Answers
D.
Measuring the success of strategic digital initiatives
D.
Measuring the success of strategic digital initiatives
Answers
Suggested answer: A

Explanation:

Looking at the potential of new tools to meet customer needs is a leadership skill that relates to having a digital mindset. It shows curiosity, openness, and willingness to explore and adopt new technologies that can enhance customer value and experience. It also demonstrates a customercentric and innovative approach to digital transformation. Reference: ITIL 4 Leader: Digital and IT

Strategy, page 25-26

Which statement is CORRECT about risk management in digital organizations?

A.
All the organization's slaveholders should contribute to risk assessment
A.
All the organization's slaveholders should contribute to risk assessment
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B.
All risk management efforts should focus on assets owned by the organization
B.
All risk management efforts should focus on assets owned by the organization
Answers
C.
All risk management should start by assessing the current state
C.
All risk management should start by assessing the current state
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D.
All risks could cause harm to the organization if they are not managed
D.
All risks could cause harm to the organization if they are not managed
Answers
Suggested answer: A

Explanation:

All the organization's stakeholders should contribute to risk assessment because they have different perspectives, insights, and interests in relation to the organization's objectives, activities, and outcomes. Their involvement can help identify, analyze, evaluate, and treat risks more effectively and comprehensively. Reference: ITIL 4 Leader: Digital and IT Strategy, page 59

An external service provider is developing a new strategy for delivering social media services. The success of new services depends on high levels of customer satisfaction achieved through the highest level of support to users.

As part of an internal analysis, which factor is MOST important to consider to ensure that the service provider has the capability to provide the service?

A.
Employment laws effecting service provider staff
A.
Employment laws effecting service provider staff
Answers
B.
A mixed demographic of users with varied levels of IT skills
B.
A mixed demographic of users with varied levels of IT skills
Answers
C.
Knowledge and understanding of potential Innovative technology
C.
Knowledge and understanding of potential Innovative technology
Answers
D.
Well-trained service desk staff with a broad set of skills
D.
Well-trained service desk staff with a broad set of skills
Answers
Suggested answer: D

Explanation:

Well-trained service desk staff with a broad set of skills are an important factor to consider to ensure that the service provider has the capability to provide the service. They are the main point of contact for customers and users, and they need to be able to handle different types of requests, issues, and feedback. They also need to be able to support the highest level of support to users, which requires technical, communication, and problem-solving skills. Reference: ITIL 4 Leader: Digital and IT

Strategy, page 67-68

An organization has identified an opportunity to provide increased value to the healthcare user market. It wants to provide online access to healthcare services before its competition.

Which is the NST value proposition for the healthcare user market to include in the strategy?

A.
The organization will be able to utilize Innovative technology to develop software apps in faster times to market
A.
The organization will be able to utilize Innovative technology to develop software apps in faster times to market
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B.
Shareholder will receive Improve dividends from increased proms without significant Investment
B.
Shareholder will receive Improve dividends from increased proms without significant Investment
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C.
Consumers will be able to access advice and request prescriptions quickly at al limes without attending a medical facility
C.
Consumers will be able to access advice and request prescriptions quickly at al limes without attending a medical facility
Answers
D.
Healthcare professionals will be able to promote the services to healthcare users and reduce costs
D.
Healthcare professionals will be able to promote the services to healthcare users and reduce costs
Answers
Suggested answer: C

Explanation:

Consumers will be able to access advice and request prescriptions quickly at all times without attending a medical facility is the best value proposition for the healthcare user market to include in the strategy. It describes how the online access to healthcare services will benefit the consumers by meeting their needs and expectations, creating value and convenience for them, and differentiating the service from the competition. Reference: ITIL 4 Leader: Digital and IT Strategy, page 12-13

Which term includes the use of hardware and software to store, retrieve, transmit, and manipulate data?

A.
Digital strategy
A.
Digital strategy
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B.
Digital technology
B.
Digital technology
Answers
C.
Digital transformation
C.
Digital transformation
Answers
D.
Digital business
D.
Digital business
Answers
Suggested answer: B

Explanation:

Digital technology includes the use of hardware and software to store, retrieve, transmit, and manipulate data. It is one of the components of digital transformation, which is the use of digital technology to create new or modify existing business processes, culture, and customer experiences.

Digital strategy is the plan for how an organization will use digital technology to achieve its goals and objectives. Digital business is the business model that leverages digital technology to create value for customers and stakeholders. Reference: ITIL 4 Leader: Digital and IT Strategy, page 5-6

Which is NOT an essential consideration when developing a digital strategy?

A.
Understanding which systems will form die digital technology programme
A.
Understanding which systems will form die digital technology programme
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B.
Understanding emerging technologies Hal could affect the organization
B.
Understanding emerging technologies Hal could affect the organization
Answers
C.
Understanding how to identify potential opportunities
C.
Understanding how to identify potential opportunities
Answers
D.
Understanding the risks involved with digital opportunities
D.
Understanding the risks involved with digital opportunities
Answers
Suggested answer: A

Explanation:

Understanding which systems will form the digital technology programme is not an essential consideration when developing a digital strategy. It is a more detailed and technical aspect that can be defined later in the implementation phase. The essential considerations when developing a digital strategy are more focused on understanding the organization's vision, goals, values, customers, markets, competitors, opportunities, risks, and capabilities. Reference: ITIL 4 Leader: Digital and IT

Strategy, page 5-6

An organization has identified three initiatives to support a digital transformation strategy:

A.
Upgrading technology2 Adopting new software development approaches
A.
Upgrading technology2 Adopting new software development approaches
Answers
B.
Changing the structure of teams and departmentsThe project, management office has been tasked with Identifying and developing the business case(s) needed to review these initiativesWhich is the BEST approach to take when creating the business case(s)?
B.
Changing the structure of teams and departmentsThe project, management office has been tasked with Identifying and developing the business case(s) needed to review these initiativesWhich is the BEST approach to take when creating the business case(s)?
Answers
C.
Create one single business case that provides justification for all three initiatives
C.
Create one single business case that provides justification for all three initiatives
Answers
D.
Create one business case for the technology upgrade, and another for the remaining Initiatives
D.
Create one business case for the technology upgrade, and another for the remaining Initiatives
Answers
E.
Create three different business cases providing justification for each Initiative
E.
Create three different business cases providing justification for each Initiative
Answers
F.
Create one business case for the organizational change, and another for the remaining Initiatives
F.
Create one business case for the organizational change, and another for the remaining Initiatives
Answers
Suggested answer: C

Explanation:

Creating three different business cases providing justification for each initiative is the best approach to take when creating the business case(s). This can help evaluate the costs, benefits, risks, and impacts of each initiative separately and compare them with each other. It can also help prioritize and sequence the initiatives based on their feasibility and desirability. Reference: ITIL 4 Leader:

Digital and IT Strategy, page 49-50

Which parallel model is based on using the Income generated by an existing business model to fund a new digital business model until can fund itself?

A.
Cannibalism
A.
Cannibalism
Answers
B.
Erosion
B.
Erosion
Answers
C.
Concurrence
C.
Concurrence
Answers
D.
synergism
D.
synergism
Answers
Suggested answer: D

Explanation:

Synergism is a parallel model that is based on using the income generated by an existing business model to fund a new digital business model until it can fund itself. It is a way of balancing the risks and rewards of innovation and disruption by creating a synergy between the old and the new business models. Reference: ITIL 4 Leader: Digital and IT Strategy, page 39

Which statement about metrics is CORRECT?

A.
Leading metrics ate difficult to measure, but easy to Influence
A.
Leading metrics ate difficult to measure, but easy to Influence
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B.
Lagging metrics are easy to measure and to influence
B.
Lagging metrics are easy to measure and to influence
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C.
Legging metrics report what has been achieved
C.
Legging metrics report what has been achieved
Answers
D.
Lagging metrics predict what a is likely to happen in the future
D.
Lagging metrics predict what a is likely to happen in the future
Answers
Suggested answer: C

Explanation:

Lagging metrics report what has been achieved by measuring the outcomes or results of past actions or activities. They are easy to measure but difficult to influence. They are useful for evaluating performance and validating hypotheses. Leading metrics predict what is likely to happen in the future by measuring the inputs or drivers of future outcomes or results. They are difficult to measure but easy to influence. They are useful for forecasting and influencing performance. Reference: ITIL 4

Leader: Digital and IT Strategy, page 83-84

An organization provides services to businesses and private customers, it is now reviewing. its strategy and needs to ensure that the strategy sufficiently addresses the external perspective.

Which question BEST supports this objective?

A.
How can we reduce costs?
A.
How can we reduce costs?
Answers
B.
How can we improve operational efficiencies?
B.
How can we improve operational efficiencies?
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C.
How do we get to where we want to be?
C.
How do we get to where we want to be?
Answers
D.
What markets do we serve?
D.
What markets do we serve?
Answers
Suggested answer: D

Explanation:

What markets do we serve? is the best question to support the objective of ensuring that the strategy sufficiently addresses the external perspective. It helps to understand the current and potential customers, segments, needs, expectations, and preferences of the markets that the organization operates in or wants to enter. It also helps to identify the opportunities, threats, and trends in the external environment that can affect the organization's strategy. Reference: ITIL 4

Leader: Digital and IT Strategy, page 7-8

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