Assess Strategic Approaches for Digital Organizations (5.2 Including Subsections) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 2)

Questions 6–10

1. 6application · medium

   A manufacturing company's digital transformation strategy proposes using IoT sensors on production equipment to enable predictive maintenance. The strategy also includes a customer portal for order tracking. The CIO must evaluate whether this strategy aligns with the company's goals of improving operational excellence and customer/market relevance. Which evaluation outcome would indicate the strongest alignment?

   • AThe IoT initiative is completed on time and within budget, and the customer portal is launched as scheduled.
   • BThe IoT initiative reduces unplanned downtime by 20%, and the customer portal increases order-tracking satisfaction scores by 15%.
   • CThe IoT initiative generates large volumes of data, and the customer portal is used by a high percentage of customers.
   • DThe IoT initiative modernizes the IT infrastructure, and the customer portal uses a modern technology stack.
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2. 7expert · hard

   A global logistics company has implemented a digital strategy to use real-time tracking and predictive analytics to optimize delivery routes. The initial assessment shows that the strategy has reduced fuel costs by 10%, but customer satisfaction scores have not improved as expected. The company's leadership wants to apply continuous improvement to the strategy. What is the most appropriate action?

   • AFocus on the fuel cost reduction, as it is a clear success, and consider the customer satisfaction issue a separate problem.
   • BSet a new, higher target for fuel cost reduction to push for even greater operational efficiency.
   • CDiscontinue the customer satisfaction survey because the operational metrics show the strategy is working.
   • DInvestigate the customer satisfaction data to understand why the tracking and analytics have not improved the customer experience.
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4. 8foundation · easy

   What is the primary purpose of a feedback loop in strategy refinement?

   • ATo continuously improve the strategy based on performance data
   • BTo document the strategy for compliance purposes
   • CTo finalize the strategy without further changes
   • DTo communicate the strategy to all employees
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5. 9application · medium

   An e-commerce company has implemented a new AI-powered chatbot for customer support and a robotic process automation (RPA) system for order processing. The company wants to measure the effectiveness of these digital strategies. Which combination of KPIs would best measure the success of both initiatives?

   • AAverage response time of the chatbot and cost per order processed by RPA.
   • BNumber of chatbot conversations and number of orders processed by RPA.
   • CCustomer satisfaction score (CSAT) for the chatbot and order processing error rate for the RPA system.
   • DIT system uptime for the chatbot and RPA systems.
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6. 10foundation · easy

   Which practice best supports the continuous improvement of a digital strategy?

   • AFocusing only on short-term wins
   • BConducting regular strategy reviews with stakeholders
   • CSetting the strategy once and not revisiting it
   • DAvoiding any changes to the original plan
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