Assess Strategic Approaches for Digital Organizations (5.2 Including Subsections) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 3)

Questions 11–15

1. 11foundation · easy

   Which KPI is most relevant for assessing the operational excellence of a digital service?

   • ABrand awareness percentage
   • BNumber of marketing campaigns launched
   • CAverage resolution time for support tickets
   • DSocial media engagement rate
   Reveal Solution Discussion Select an answer first
2. 12expert · hard

   A bank is assessing a digital strategy to automate its loan approval process using machine learning. The strategy promises to reduce approval time from days to minutes and lower operational costs. However, there is a risk that the algorithm may inadvertently discriminate against certain customer groups. How should the bank assess this strategy to ensure it contributes to operational excellence without compromising other strategic objectives?

   • AImplement the automation immediately and address any bias issues if they arise in customer complaints.
   • BReject the automation strategy because the risk of bias is too high to be acceptable.
   • CEvaluate the efficiency gains and cost savings alongside a rigorous audit of the algorithm for bias and fairness.
   • DFocus on the efficiency gains and cost savings, as these are the primary measures of operational excellence.
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   A regional bank is assessing its digital strategy to remain competitive against fintech startups. The strategy includes a new mobile app, AI-based credit scoring, and backend process automation. The bank's leadership wants to evaluate whether these initiatives collectively support the organization's strategic goals before committing full funding. What is the most appropriate first step in this strategic assessment?

   • ABenchmark the bank's current IT infrastructure against that of leading fintech companies.
   • BSurvey customers to determine which new feature they would most like to see in the mobile app.
   • CImmediately calculate the return on investment (ROI) for the mobile app, AI credit scoring, and automation initiatives.
   • DDefine the assessment criteria and scope, including customer value, operational efficiency, and alignment with the bank's mission.
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   Which outcome is a direct indicator of operational excellence in a digital organization?

   • AGreater brand recognition in the market
   • BReduced defect rates in product delivery
   • CHigher customer satisfaction survey scores
   • DIncreased social media followers
   Reveal Solution Discussion Select an answer first
6. 15foundation · easy

   Which digital capability most directly enhances operational agility?

   • AA comprehensive customer relationship management system
   • BAutomated deployment pipelines that enable rapid releases
   • CA detailed market research database
   • DA social media analytics tool
   Reveal Solution Discussion Select an answer first