ITIL ITIL 4 Strategic Leader ITIL-DITS Questions & Answers

• Question 1:

  Which statement is CORRECT about risk management in digital organizations?

  A. All the organization's slaveholders should contribute to risk assessment

  B. All risk management efforts should focus on assets owned by the organization

  C. All risk management should start by assessing the current state

  D. All risks could cause harm to the organization if they are not managed

  Correct Answer: A

  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. References: ITIL 4 Leader: Digital and IT Strategy, page 59

• Question 2:

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

  A. Digital strategy

  B. Digital technology

  C. Digital transformation

  D. Digital business

  Correct Answer: B

  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. References: ITIL 4 Leader: Digital and IT Strategy, page 5-6

• Question 3:

  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

  B. A mixed demographic of users with varied levels of IT skills

  C. Knowledge and understanding of potential Innovative technology

  D. Well-trained service desk staff with a broad set of skills

  Correct Answer: D

  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. References: ITIL 4 Leader: Digital and IT Strategy, page 67-68

• Question 4:

  Which type of risk is MOST LIKELY to be identified by modeling and test reviews?

  A. Dis risk

  B. Engagement risk

  C. Cyber security risk

  D. innovation risk

  Correct Answer: C

  Cyber security risk is the most likely type of risk to be identified by modeling and test reviews. Modeling and test reviews are methods of assessing risks by simulating or testing different scenarios, outcomes, or impacts. Cyber security risk is the risk of unauthorized access, use, disclosure, modification, or destruction of data or systems. Modeling and test reviews can help identify cyber security risks by exposing vulnerabilities, weaknesses, or flaws in the data or systems. References: ITIL 4 Leader: Digital and IT Strategy, page 60-61

• Question 5:

  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?

  A. Organizational agility

  B. Organizational resilience

  C. Elimination of waste

  D. Uninterrupted delivery

  Correct Answer: C

  Elimination of waste is about identifying and removing any activities, resources, or outputs that do not add value to the customers or the organization. This can help optimize value streams and processes, improve efficiency and effectiveness, reduce costs and risks, and increase customer satisfaction. References: ITIL 4 Leader: Digital and IT Strategy, page 64

• Question 6:

  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

  B. Erosion

  C. Concurrence

  D. synergism

  Correct Answer: D

  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 ofbalancing the risks and rewards of innovation and disruption by creating a synergy between the old and the new business models. References: ITIL 4 Leader: Digital and IT Strategy, page 39

• Question 7:

  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.

  A. Simple automation

  B. Complex automation

  C. Intelligent automation

  D. Technology replacement modernization

  Correct Answer: A

  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. References: ITIL 4 Leader: Digital and IT Strategy, page 63

• Question 8:

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

  A. Looking at the potential of new tools to meet customer needs

  B. Sharing success stories frequently to motivate others

  C. Bulking a rapport with regulators and government officials

  D. Measuring the success of strategic digital initiatives

  Correct Answer: A

  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 customer-centric and innovative approach to digital transformation. References: ITIL 4 Leader: Digital and IT Strategy, page 25-26

• Question 9:

  An organization has started a digital transformation programme, and wants to create a culture of innovation. This month, the CIO plans to deliver a presentation on how chatbots can improve the customer registration experience. Which approach is the CIO using to support the programme?

  A. Encouraging digital technology opportunities

  B. Establishing a mantel intelligence culture

  C. Giving employees time for training and development

  D. Working with workflow and talent management

  Correct Answer: A

  Encouraging digital technology opportunities is the approach that the CIO is using to support the programme of creating a culture of innovation. This means that the CIO is promoting and facilitating the exploration and adoption of new digital technologies that can create value for the organization and its customers. By delivering a presentation on how chatbots can improve the customer registration experience, the CIO is demonstrating how digital technology can enable innovation and enhance customer value. References: ITIL 4 Leader: Digital and IT Strategy, page 25-26

• Question 10:

  An organization has established a dear vision for digital transformation and has started their transformation journey. They have documented al their value streams and started to improve these. They use technology appropriately to maximize customer experience and operational excellence. They understand and manage risks, and they have a comprehensive approach to Identifying and using innovative Ideas.

  What else do they need lot the digital transformation to succeed?

  A. Management of threats and opportunities

  B. Improved use of automation

  C. Management of staff skills and competence

  D. Linked processes and practices to value creation

  Correct Answer: C

  Management of staff skills and competence is what the organization needs for the digital transformation to succeed. This means that the organization ensures that its staff have the necessary skills and competence to support the digital transformation and deliver value to customers. This can involve training, development, coaching, mentoring, recruitment, retention, and motivation of staff. References: ITIL 4 Leader: Digital and IT Strategy, page 68-69