ITIL-DITS Online Practice Questions and Answers

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

1. Upgrading technology 2 Adopting new software development approaches

3. Changing the structure of teams and departments The project, management office has been tasked with Identifying and developing the business case(s) needed to review these initiatives Which is the BEST approach to take when creating the business case(s)?

A. Create one single business case that provides justification for all three initiatives

B. Create one business case for the technology upgrade, and another for the remaining Initiatives

C. Create three different business cases providing justification for each Initiative

D. Create one business case for the organizational change, and another for the remaining Initiatives

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:

1.

a definition of how suppliers will be Involved in the delivery of the service

2.

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?

A. A list of vendors who will provide the components mat form the social media service

B. An inventory of the mam technology components that will be located at the head office data centre

C. Definitions of the service management toolsets needed to support the service

D. Descriptions of the series of steps for the work that is required to create and support the service

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

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

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

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

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

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

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

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