Focus on Value ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 4)

Questions 16–20

1. 16application · medium

   A city government is developing a mobile app for residents to report potholes and other issues. The IT department has built the app based on internal assumptions about what residents need. After launch, usage is low. The strategy team is asked to improve the app's value. Which action best demonstrates value co-creation?

   • AConduct user research and involve residents in redesigning the app to better meet their needs.
   • BAdd more features to the app to make it more comprehensive.
   • CIncrease marketing efforts to promote the app to more residents.
   • DBenchmark the app against similar apps in other cities to identify best practices.
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2. 17application · medium

   A telecommunications company is developing a new self-service portal for customers to manage their accounts. The project team has created a prototype and wants to ensure it delivers value. Which approach best demonstrates value co-creation?

   • AInvite a group of customers to test the prototype and provide feedback, which is then used to refine the portal.
   • BUse internal staff to test the prototype, as they are familiar with the company's services.
   • CConduct a market analysis to identify features that competitors offer in their self-service portals.
   • DLaunch the portal quickly and then make improvements based on customer complaints.
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4. 18foundation · easy

   According to ITIL 4, which statement best defines 'value'?

   • AThe total cost of a service minus the cost of the resources used to deliver it
   • BThe outcome achieved by the service provider regardless of stakeholder perception
   • CThe perceived benefits, usefulness, and importance of something for stakeholders
   • DThe measurable performance of a service against agreed service level targets
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5. 19application · medium

   A government agency is considering two projects: upgrading its legacy email system and implementing a new citizen-facing portal for permit applications. The email system upgrade is expected to improve internal efficiency, while the portal is expected to improve citizen satisfaction. The agency has a limited budget and must choose one. Which decision-making approach best applies the 'Focus on value' principle?

   • AChoose the citizen portal because it is more visible and will generate positive media coverage.
   • BEvaluate the value of each project to both internal staff and citizens, and choose the one with the greatest overall value.
   • CChoose the project that aligns with the agency's strategic plan, regardless of stakeholder value.
   • DChoose the email system upgrade because it is more cost-effective and easier to implement.
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6. 20foundation · easy

   Which of the following is one of the four dimensions of value in ITIL 4?

   • AValue proposition
   • BValue stream
   • CValue co-creation
   • DValue chain
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