What is the purpose of incorporating risk mitigation into a business case?

To increase the costs of the improvement

To guarantee that no risks will occur

To reduce the likelihood or impact of identified risks

To hide risks from stakeholders to avoid concern

Which technique is effective for advocating a business case to stakeholders?

Demanding approval based on the authority of the business case author

Tailoring the message to the interests and concerns of each stakeholder group

Presenting only the benefits and omitting the risks

Using technical jargon to demonstrate expertise

A hospital is considering a new patient portal that will require patients to use a mobile app. The project team identifies a risk that some elderly patients may struggle with the app, leading to lower adoption. What is the most appropriate way to address this risk in the business case?

State that the risk is acceptable because the hospital has a legal obligation to provide digital services.

Remove the risk from the business case to keep it simple and avoid alarming stakeholders.

Assume that all patients will adopt the app quickly, as the younger generation is tech-savvy.

Include a mitigation plan offering phone-based support and training for elderly patients, with associated costs.

A business case for a new customer relationship management (CRM) system has been developed. The system is expected to increase sales by 10% and improve customer retention. However, the implementation will require significant changes to existing processes, and there is a risk of disruption to sales operations. The sales director is concerned about the disruption, while the CEO is focused on growth. How should the business case be justified to both?

Focus only on the financial benefits, as the CEO is the final decision-maker.

Present the sales increase and retention benefits, and include a detailed mitigation plan for the disruption, such as phased implementation and training.

Emphasize the potential sales increase to the CEO and downplay the disruption risk to the sales director.

Delay the business case until the disruption risk is completely eliminated.

What is a key persuasion strategy when advocating for a business case?

Avoiding any discussion of costs to keep the message positive

Building a compelling narrative that connects the improvement to stakeholder values

Using emotional appeals to override rational analysis

Presenting the business case only to senior management

ITIL 4 Strategic Leader

Domain 4Objective 5

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 6)

Part of the Understand and know how to use the key principles and methods of continual improvement for all types of improvements domain, which makes up ~13% of our current practice bank.

34questions here

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Questions 26–30

26foundation · easy
What is the purpose of incorporating risk mitigation into a business case?
Select an answer first
27foundation · easy
Which technique is effective for advocating a business case to stakeholders?
Select an answer first
28application · medium
A hospital is considering a new patient portal that will require patients to use a mobile app. The project team identifies a risk that some elderly patients may struggle with the app, leading to lower adoption. What is the most appropriate way to address this risk in the business case?
Select an answer first
29expert · hard
A business case for a new customer relationship management (CRM) system has been developed. The system is expected to increase sales by 10% and improve customer retention. However, the implementation will require significant changes to existing processes, and there is a risk of disruption to sales operations. The sales director is concerned about the disruption, while the CEO is focused on growth. How should the business case be justified to both?
Select an answer first
30foundation · easy
What is a key persuasion strategy when advocating for a business case?
Select an answer first

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