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 7)

Questions 31–34

1. 31application · medium

   A service desk manager wants to advocate for a new knowledge management system. The main stakeholder is the IT director, who is skeptical about the return on investment. Which advocacy technique is most likely to gain the IT director's support?

   • AShare anecdotal success stories from other companies without financial data.
   • BUse a pilot study to gather measurable data on time savings and error reduction, then present those results.
   • CPresent a detailed technical architecture of the system to demonstrate its sophistication.
   • DEmphasize that the system is an industry best practice and that competitors are using it.
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2. 32application · medium

   A regional bank wants to reduce customer complaint resolution time. The IT team proposes a new CRM module. The business case must be approved by the finance director, who is primarily concerned with cost savings, and the operations director, who values efficiency gains. Which approach best justifies the business case to both stakeholders?

   • AFocus exclusively on the cost savings from reduced resolution time, as financial metrics are the most objective.
   • BEmphasize the technical superiority of the new CRM module over the current system.
   • CQuantify cost savings for the finance director and efficiency improvements for the operations director, linking both to strategic goals.
   • DPresent a single benefit figure that combines cost savings and efficiency gains to avoid confusing the decision-makers.
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4. 33foundation · easy

   In a business case, what is the role of the 'options' component?

   • ATo record the personal opinions of the business case author
   • BTo describe alternative ways to achieve the improvement, including the do-nothing option
   • CTo provide a detailed implementation plan for the chosen option
   • DTo list all possible improvements, regardless of feasibility
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5. 34expert · hard

   A business case for a new inventory management system has been submitted for approval. The approval committee has a policy that all business cases must show a payback period of less than two years. The proposed system has a payback period of 2.5 years, but it also provides significant non-financial benefits, such as improved accuracy and reduced stockouts. What is the best course of action?

   • AWithdraw the business case because it does not meet the payback period criterion.
   • BProceed with the implementation without approval, as the benefits are clear.
   • CAdjust the financial figures to make the payback period appear shorter.
   • DRequest an exception to the policy, presenting the non-financial benefits as justification.
   Reveal Solution Discussion Select an answer first