Know How to Define Effective Policies, Controls and Guidelines (2.5.2, 2.5.2.1-3) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 7)

Questions 31–34

1. 31application · medium

   A manufacturing company wants to implement a control to reduce workplace accidents. The safety manager proposes a control that requires a full safety audit every week. The operations director is concerned about the cost and disruption to production. What should the organization do to define an effective control?

   • AReplace the audit with a guideline that encourages employees to report hazards.
   • BImplement the audit only in high-risk areas and ignore low-risk areas.
   • CConduct a risk assessment to determine the appropriate frequency and scope of audits.
   • DImplement the weekly audit to ensure maximum safety.
   Reveal Solution Discussion Select an answer first
2. 32expert · hard

   An organization is updating its information security policies, controls, and guidelines. The project sponsor wants to complete the update quickly and within budget. The security team wants to ensure the updates are effective and reflect current threats. What method should the project manager use to balance speed, cost, and effectiveness?

   • AFast-track the update by having the security team write the new documents without external input.
   • BDefer the update until the next annual review cycle.
   • CHire an external consultant to update the documents based on industry best practices.
   • DConduct a focused stakeholder workshop to gather input and review drafts, then iterate quickly.
   Reveal Solution Discussion Select an answer first
4. 33application · medium

   A customer support team is creating guidelines for handling customer complaints. The team wants to ensure that complaints are resolved consistently but also allow agents to use their judgment for unique situations. What should the guidelines include?

   • AA step-by-step script that agents must follow for every complaint.
   • BA set of strict rules that dictate the exact resolution for each type of complaint.
   • CA policy that outlines the company's commitment to customer satisfaction.
   • DA list of principles, examples of good responses, and boundaries for what agents can offer.
   Reveal Solution Discussion Select an answer first
5. 34foundation · easy

   How do controls help an organization manage performance?

   • ABy offering suggestions for improvement that can be adopted voluntarily
   • BBy measuring actual performance and comparing it to expected performance
   • CBy providing a set of rules that must be followed without exception
   • DBy defining the vision and mission of the organization
   Reveal Solution Discussion Select an answer first