ITIL ITIL Certifications ITIL-DITS Questions & Answers

• Question 11:

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

  A. Understanding which systems will form die digital technology programme

  B. Understanding emerging technologies Hal could affect the organization

  C. Understanding how to identify potential opportunities

  D. Understanding the risks involved with digital opportunities

  Correct Answer: A

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

• Question 12:

  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?

  A. Ecosystem disruption supported by operational excellence

  B. Market relevance supported by ecosystem disruption

  C. Customer and market relevance supported by operational excellence

  D. Operational excellence supported by customer and market relevance

  Correct Answer: C

  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. References: ITIL 4 Leader: Digital and IT Strategy, page 15-16

• Question 13:

  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, high risk appetite

  B. High risk capacity, high risk appetite

  C. Low risk capacity, low risk appetite

  D. High risk capacity, low risk appetite

  Correct Answer: A

  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. References: ITIL 4 Leader: Digital and IT Strategy, page 57

• Question 14:

  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?

  A. Market relevance

  B. Omnichannel delivery

  C. Customer analytics

  D. Customer feedback

  Correct Answer: B

  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. References: ITIL 4 Leader: Digital and IT Strategy, page 17

• Question 15:

  A software development organization has a very traditional way of working that no longer meets their market needs. They currently manage all budgets via their development and operations business units.They want to change so that they

  can develop and deploy solutions rapidly In response to constantly changing market needs. How should they change their funding model to support this?

  A. Switch 10 funding teams and value streams

  B. Switch to funding programmes and protects

  C. Provide additional funding lo development and operations

  D. Provide additional funding via the research and development budget

  Correct Answer: A

  Switching to funding teams and value streams is the best way to change their funding model to support their objective of developing and deploying solutions rapidly in response to constantly changing market needs. Funding teams and value streams means allocating budgets based on the value delivered by cross-functional teams working on end-to-end processes that create value for customers. This can help increase agility, flexibility, collaboration, and innovation. References: ITIL 4 Leader: Digital and IT Strategy, page 50-51

• Question 16:

  Which is an example of industry disruption?

  A. A service provider has launched a new app to support collaboration that is easy to use, and is popular with consumers from many markets

  B. An organization transitioned a large number of its services to a cloud provider to remain competitive In their market

  C. A mobile phone provider has adopted a new operating model in response to threats from the competition which has resulted In the provider becoming the market leader

  D. A software provider has developed a new satellite navigation system for the serf-driving cat market that has become the system of choice for car manufacturers

  Correct Answer: D

  A software provider has developed a new satellite navigation system for the self-driving car market that has become the system of choice for car manufacturers is an example of industry disruption. Industry disruption is about creating new markets or value propositions that challenge or replace existing ones. The software provider has created a new value proposition for the self-driving car market that has disrupted the existing satellite navigation systems and gained a competitive advantage. References: ITIL 4 Leader: Digital and IT Strategy, page 37-38

• Question 17:

  An organization strategy requires them to continually maintain market relevance. Which approach is the MOST relevant to achieve this objective?

  A. Customer 360

  B. Digital transformation

  C. Employee 360

  D. PESTLE analysis

  Correct Answer: B

  Digital transformation is the most relevant approach to achieve the objective of continually maintaining market relevance. It is about using digital technology to create new or modify existing business processes, culture, and customer experiences to meet changing market needs and expectations. It also helps to create value, enhance competitiveness, and foster innovation. References: ITIL 4 Leader: Digital and IT Strategy, page 5

• Question 18:

  Why might an organization choose to Implement an Innovation even though it does not meet its minimum requirement for "return on Investment' (ROI)?

  A. The innovation is low cost

  B. The innovation is essential for the a organization to survive

  C. The innovation will deliver significant benefit for the organization

  D. The innovation is low risk

  Correct Answer: C

  The innovation will deliver significant benefit for the organization is a reason why an organization might choose to implement an innovation even though it does not meet its minimum requirement for "return on investment" (ROI). This means that the organization values the long-term or intangible benefits of the innovation more than the short-term or financial returns. For example, the innovation might enhance customer satisfaction, brand reputation, market share, or social impact. References: ITIL 4 Leader: Digital and IT Strategy, page 27-28

• Question 19:

  Which is the BEST approach to defining a vision and a strategy in an organization with multiple specialization divisions?

  A. Vision and strategy should be defined by the executive leader and communicated to me divisions

  B. Vision and strategy should be defined by the governing body and communicated to the divisions' leaders

  C. Vision and strategy should be defined in collaboration with the leaders of the organization and division

  D. Vision and strategy should be defined in collaboration with the enterprise architects and consultants

  Correct Answer: C

  Vision and strategy should be defined in collaboration with the leaders of the organization and division to ensure alignment, coherence, and buy-in across the organization. This can help create a shared understanding of the goals, values, and direction of the organization and its divisions, as well as leverage the expertise and insights of different leaders. References: ITIL 4 Leader: Digital and IT Strategy, page 9-10

• Question 20:

  Which statement about metrics is CORRECT?

  A. Leading metrics ate difficult to measure, but easy to Influence

  B. Lagging metrics are easy to measure and to influence

  C. Legging metrics report what has been achieved

  D. Lagging metrics predict what a is likely to happen in the future

  Correct Answer: C

  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. References: ITIL 4 Leader: Digital and IT Strategy, page 83-84