Internal Analysis: the Four Dimensions of Service Management (4.1, 4.1.2, 4.1.3, 4.1.4) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 2)

Questions 6–10

1. 6application · medium

   A bank is introducing a new mobile banking app. The project team has completed the technical development and the app meets all security requirements. However, customer adoption is low. A survey reveals that customers find the app difficult to navigate and prefer the existing web portal. What should the bank focus on to improve adoption?

   • AThe partners and suppliers dimension, by outsourcing the app's support
   • BThe information and technology dimension, by adding more features to the app
   • CThe organizations and people dimension, by involving customers in the design and providing support
   • DThe value streams and processes dimension, by changing the app's release process
   Reveal Solution Discussion Select an answer first
2. 7expert · hard

   An e-commerce company is analyzing its order fulfillment service. The analysis shows: (1) The order management system is modern and reliable. (2) The warehouse staff are trained and efficient. (3) The company uses two shipping carriers, but one carrier has a poor on-time delivery record. (4) The order fulfillment process is well-defined, but there is no automated tracking of carrier performance. The company wants to improve delivery reliability. What should the company do?

   • ASwitch all shipping to the other carrier immediately
   • BReview the carrier contract and implement automated tracking of carrier performance to manage the relationship
   • CRetrain the warehouse staff on packing procedures
   • DRedesign the order fulfillment process to include more quality checks
   Reveal Solution Discussion Select an answer first
4. 8foundation · easy

   How can the four dimensions be used to analyze internal capabilities?

   • ABy examining each dimension to identify gaps and opportunities for improvement
   • BBy focusing only on the technology dimension to reduce complexity
   • CBy comparing the organization to competitors in the same industry
   • DBy reviewing only the financial performance of the organization
   Reveal Solution Discussion Select an answer first
5. 9foundation · easy

   What does the 'value streams and processes' dimension focus on?

   • AThe external partners and suppliers
   • BThe technology and information used
   • CThe activities, workflows, and controls that enable value creation
   • DThe people and organizational culture
   Reveal Solution Discussion Select an answer first
6. 10expert · hard

   A retail bank is analyzing its loan approval service. The analysis reveals: (1) The loan officers are experienced and follow the process correctly. (2) The loan origination system is outdated and requires manual data entry. (3) The bank has a partnership with a credit bureau, but the data feed is not integrated with the loan system. (4) The loan approval process has a clear workflow. The bank wants to reduce loan approval time and errors. What is the most effective action?

   • AIntegrate the credit bureau's data feed with the loan origination system to automate data entry
   • BProvide additional training to loan officers on the current system
   • CSwitch to a different credit bureau that offers a better data feed
   • DRedesign the loan approval workflow to include more checks
   Reveal Solution Discussion Select an answer first