Know How to Build, Justify and Advocate for a Business Case (5.4.2, 2.4.3, 2.4.3.1-2) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 5)

Questions 21–25

1. 21foundation · easy

   What is the purpose of the review and approval process for a business case?

   • ATo bypass the need for senior management involvement
   • BTo rewrite the business case until it is perfect
   • CTo ensure the business case is complete, accurate, and aligned with organizational priorities before a decision is made
   • DTo provide a forum for stakeholders to argue about the improvement
   Reveal Solution Discussion Select an answer first
2. 22application · medium

   A business case for a new employee self-service portal is being developed. The project team has identified the following stakeholders: employees, HR, IT, and the finance department. The finance department is concerned about the cost, while HR is concerned about user adoption. What is the best way to address these concerns in the business case?

   • AState that both concerns are important but provide no specific details.
   • BFocus on the cost analysis, as finance has the final say.
   • CInclude a detailed cost analysis for finance and a user adoption plan for HR.
   • DFocus on the user adoption plan, as HR is the primary user.
   Reveal Solution Discussion Select an answer first
4. 23application · medium

   A logistics company wants to improve delivery accuracy. The improvement team has identified two options: (1) upgrade the GPS tracking system, or (2) retrain all drivers. The team needs to build a business case. What is the first step they should take?

   • ADefine the improvement in measurable terms, such as reducing misdeliveries by 20% within six months.
   • BEstimate the costs of both options before defining the improvement.
   • CSelect the GPS upgrade option, as it is more technologically advanced.
   • DIdentify stakeholders and their interests before defining the improvement.
   Reveal Solution Discussion Select an answer first
5. 24foundation · easy

   How does a business case support the prioritization of improvements in an organization?

   • ABy providing a standardized format for comparing the expected value and resource requirements of different improvements
   • BBy ensuring that only improvements with a positive financial return are considered
   • CBy automatically ranking improvements based on their potential revenue impact
   • DBy eliminating the need for a formal portfolio management process
   Reveal Solution Discussion Select an answer first
6. 25application · medium

   A project manager is advocating for a business case to implement a new project management tool. The main stakeholder, the operations director, is known to be resistant to change. Which communication strategy is most likely to be effective?

   • AInvolve the operations director in a pilot of the tool, allowing them to see its benefits firsthand.
   • BPresent the business case only to the CEO and bypass the operations director.
   • CUse technical jargon to show expertise and convince the director.
   • DPresent a detailed cost-benefit analysis and emphasize the financial returns.
   Reveal Solution Discussion Select an answer first