Explain Approaches to POMs (parallel Operating Models) (8.2 Including Subsections) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 3)

Questions 11–15

1. 11expert · hard

   A telecommunications company is running a POM for its new billing system. The company is experiencing significant operational overhead because customer service agents must check two different systems to answer billing inquiries. This is leading to longer call times and customer frustration. What is the MOST effective way to address this challenge while maintaining the benefits of the POM?

   • AImplement a unified customer service interface that aggregates data from both systems
   • BTrain customer service agents to use only the new system and ignore the legacy system
   • CAccelerate the decommissioning of the legacy system to eliminate the dual-system burden
   • DIncrease the number of customer service agents to handle the longer call times
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   Which approach to implementing a parallel operating model (POM) involves introducing the new model in a limited scope before expanding it?

   • AOutsourcing
   • BBig bang
   • CPiloting
   • DPhased adoption
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   A utility company is implementing a new customer billing system. The project manager recommends a POM to build stakeholder confidence. The board is skeptical about the added cost of running two systems. Which benefit of a POM would be MOST persuasive to the board?

   • AReduced disruption to customer billing during the transition
   • BA faster transition timeline compared to a big-bang cutover
   • CImmediate elimination of all legacy system maintenance costs
   • DGuaranteed reduction in the total number of IT staff required
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   Why might an organization choose to adopt a parallel operating model (POM) during a digital transformation?

   • ATo reduce costs by running two models with the same resources
   • BTo eliminate the need for change management by automatically switching to the new model
   • CTo ensure the new model is fully compliant with regulations before the legacy model is retired
   • DTo reduce the risk of disruption by keeping the legacy model available while the new model is introduced
   Reveal Solution Discussion Select an answer first
6. 15foundation · easy

   Which of the following is a benefit of using a parallel operating model (POM)?

   • AIt reduces the need for stakeholder communication during the transformation
   • BIt eliminates all risks associated with the transformation
   • CIt guarantees that the new model will be more efficient than the legacy model
   • DIt allows for incremental learning and adjustment before full commitment
   Reveal Solution Discussion Select an answer first