Know How to Cascade Objectives and Requirements (1.3.1, 1.3.1.1, 2.1.3, 2.1.4) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 5)

Questions 21–25

1. 21expert · hard

   A multinational bank is cascading a strategic objective to 'improve customer satisfaction' into regional goals. The Asia-Pacific region has a high volume of digital transactions, while the European region has strict data privacy regulations. The leadership team must communicate the cascaded objectives in a way that resonates with both regions. What is the most effective communication strategy?

   • AUse the same communication materials for both regions, emphasizing the global importance of customer satisfaction.
   • BTailor the communication to each region, highlighting digital experience for Asia-Pacific and data privacy for Europe.
   • CFocus communication on the European region, as data privacy is a higher risk than digital experience.
   • DCommunicate only the global objective, leaving the regional details to local managers.
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2. 22expert · hard

   A government agency has cascaded a strategic objective to 'reduce service delivery costs by 20%' into departmental goals. Mid-year, a new regulation requires additional security measures, increasing costs. The agency must balance the cost-reduction objective with the new compliance requirement. What is the most appropriate action?

   • AAbandon the cost-reduction objective, as the new regulation makes it impossible.
   • BAdjust the cost-reduction target to a lower percentage, acknowledging the new compliance costs.
   • CMaintain the 20% cost-reduction target and require departments to find efficiencies elsewhere.
   • DDelay the implementation of the new security measures until the cost-reduction target is met.
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4. 23application · medium

   A healthcare provider is cascading a strategic objective to 'enhance patient data security'. The compliance officer warns that any new initiative must align with GDPR and local health-data regulations. The IT manager proposes a project to centralize patient records in a new cloud platform. What is the most important consideration when cascading this objective to the IT team?

   • ADelegating the compliance review to the IT team, as they understand the technical aspects of data security.
   • BFocusing the cascaded objective solely on technical encryption, as it is the primary security control.
   • CSetting a tight deadline for the cloud migration to demonstrate rapid progress on the strategic objective.
   • DEnsuring the project plan includes a data protection impact assessment and compliance checkpoints.
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5. 24foundation · easy

   What is the primary purpose of monitoring progress on cascaded objectives?

   • ATo identify deviations early and take corrective action
   • BTo assign blame when objectives are not met
   • CTo replace the need for regular stakeholder communication
   • DTo document performance for annual reviews only
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6. 25application · medium

   A software company has cascaded a strategic objective to 'increase customer retention by 20%' into departmental goals. Six months into the year, the customer success team reports that a new competitor has entered the market, making the original retention target unrealistic. What should the leadership team do?

   • AAbandon the retention objective entirely and focus on acquiring new customers to offset the losses.
   • BBlame the customer success team for not anticipating the competitor and require a new action plan.
   • CKeep the original target and instruct the team to work harder to overcome the competitive pressure.
   • DReview the market data and adjust the cascaded target to a more realistic level, while maintaining the strategic intent.
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