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NEW QUESTION # 19
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. Knowledge and understanding of potential Innovative technology
- B. Well-trained service desk staff with a broad set of skills
- C. A mixed demographic of users with varied levels of IT skills
- D. Employment laws effecting service provider staff
Answer: A
NEW QUESTION # 20
Which type of risk is MOST LIKELY to be identified by modeling and test reviews?
- A. innovation risk
- B. Dis risk
- C. Cyber security risk
- D. Engagement risk
Answer: D
NEW QUESTION # 21
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 will deliver significant benefit for the organization
- B. The innovation is low cost
- C. The innovation is essential for the a organization to survive
- D. The innovation is low risk
Answer: B
NEW QUESTION # 22
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. Consumers will be able to access advice and request prescriptions quickly at al limes without attending a medical facility
- B. Healthcare professionals will be able to promote the services to healthcare users and reduce costs
- C. The organization will be able to utilize Innovative technology to develop software apps in faster times to market
- D. Shareholder will receive Improve dividends from increased proms without significant Investment
Answer: A
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
NEW QUESTION # 23
An organization strategy requires them to continually maintain market relevance.
Which approach is the MOST relevant to achieve this objective?
- A. PESTLE analysis
- B. Employee 360
- C. Digital transformation
- D. Customer 360
Answer: C
Explanation:
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. Reference: ITIL 4 Leader: Digital and IT Strategy, page 5
NEW QUESTION # 24
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. Customer and market relevance supported by operational excellence
- B. Ecosystem disruption supported by operational excellence
- C. Market relevance supported by ecosystem disruption
- D. Operational excellence supported by customer and market relevance
Answer: A
NEW QUESTION # 25
Which type of risk is MOST LIKELY to be identified by modeling and test reviews?
- A. innovation risk
- B. Dis risk
- C. Cyber security risk
- D. Engagement risk
Answer: C
Explanation:
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. Reference: ITIL 4 Leader: Digital and IT Strategy, page 60-61
NEW QUESTION # 26
An organization wants to ensure that all Key stakeholders are aware of the strategic direction and support it.
What is the MOST approach to achieve this?
- A. Utilize metrics to ensure stall comply with the strategy
- B. Deliver compulsory strategic awareness sessions regularly
- C. Tallor strategic communications to the stakeholders preferences
- D. Ensure there is one common communication channel for the strategy
Answer: C
NEW QUESTION # 27
Which is a leadership skill that relates to having a digital mindset?
- A. Measuring the success of strategic digital initiatives
- B. Looking at the potential of new tools to meet customer needs
- C. Bulking a rapport with regulators and government officials
- D. Sharing success stories frequently to motivate others
Answer: B
NEW QUESTION # 28
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?
- A. Adjust competitive prices for the market and competition
- B. Establish long-term contracts with fixed prices to help secure future Income
- C. Ensure service costs are clear to the consumers to help regulate prices
- D. Adopt a short-term Increase in the pricing and margins
Answer: A
NEW QUESTION # 29
Which is an example of industry disruption?
- A. An organization transitioned a large number of its services to a cloud provider to remain competitive In their market
- B. A service provider has launched a new app to support collaboration that is easy to use, and is popular with consumers from many markets
- 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
Answer: D
Explanation:
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. Reference: ITIL 4 Leader: Digital and IT Strategy, page 37-38
NEW QUESTION # 30
Which statement about metrics is CORRECT?
- A. Lagging metrics are easy to measure and to influence
- B. Legging metrics report what has been achieved
- C. Lagging metrics predict what a is likely to happen in the future
- D. Leading metrics ate difficult to measure, but easy to Influence
Answer: B
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
NEW QUESTION # 31
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. Management of staff skills and competence
- C. Improved use of automation
- D. Linked processes and practices to value creation
Answer: B
Explanation:
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. Reference: ITIL 4 Leader: Digital and IT Strategy, page 68-69
NEW QUESTION # 32
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. synergism
- B. Concurrence
- C. Erosion
- D. Cannibalism
Answer: C
NEW QUESTION # 33
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. Intelligent automation
- B. Technology replacement modernization
- C. Complex automation
- D. Simple automation
Answer: D
Explanation:
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
NEW QUESTION # 34
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?
- A. The Chief Digital Officer should define and implement the programme
- B. A digital task force should be appointed to define and Implement me programme
- C. individual initiatives should be defined and implemented separately
- D. The organization's governing body should define and implement the programme
Answer: B
NEW QUESTION # 35
Which is the BEST description of the relationship between organization's products, services, and resources?
- A. An organization's services ate based on the organization's products
- B. An organization's resources are combinations of the organization's products
- C. An organization's products are required for the execution of an activity
- D. An organization's resources are combinations of the organization's services
Answer: A
NEW QUESTION # 36
Which term includes the use of hardware and software to store, retrieve, transmit, and manipulate data?
- A. Digital strategy
- B. Digital technology
- C. Digital business
- D. Digital transformation
Answer: B
NEW QUESTION # 37
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?
- A. The Chief Digital Officer should define and implement the programme
- B. A digital task force should be appointed to define and Implement me programme
- C. individual initiatives should be defined and implemented separately
- D. The organization's governing body should define and implement the programme
Answer: B
Explanation:
A digital task force is a cross-functional team that is responsible for defining and implementing a large scale digital transformation programme. This can help ensure that the programme is aligned with the organization's vision and strategy, has clear objectives and scope, follows a structured approach, leverages best practices and innovation, and delivers value to the organization and its stakeholders. Reference: ITIL 4 Leader: Digital and IT Strategy, page 47-48
NEW QUESTION # 38
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