Know How to Define Operating Models for Digital Organizations (2.9, 12.2, Architecture Management Practice 2.1 & 2.4, and Workforce and Talent Management Practice 2.1 & 2.4, Including Subsections for All) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 5)

Questions 21–25

1. 21application · medium

   A retail company implemented a new operating model six months ago to support its e-commerce expansion. The model introduced agile squads and a new governance structure. However, product delivery speed has not improved, and there is confusion about decision rights. What should the organization do to evaluate and improve the operating model?

   • AReview the operating model against the intended value streams and performance metrics to identify bottlenecks.
   • BReorganize the squads into larger teams to simplify communication.
   • CConduct a survey to measure employee satisfaction with the new operating model.
   • DReplace the governance structure with a more hierarchical one to clarify authority.
   Reveal Solution Discussion Select an answer first
2. 22application · medium

   A telecommunications company is defining an operating model to support a new strategy of offering converged services (internet, TV, and mobile). The current model has separate business units for each service. The strategy requires a seamless customer experience across all services. What is the primary purpose of the new operating model?

   • ATo reduce the number of employees by eliminating duplicate roles across business units.
   • BTo integrate the business units into a single organization to enable cross-selling.
   • CTo implement a new billing system that can handle multiple services.
   • DTo define how the organization will deliver value to customers through integrated services.
   Reveal Solution Discussion Select an answer first
4. 23expert · hard

   A retail chain is implementing a new operating model that requires store associates to use mobile devices for inventory management and customer service. The workforce is diverse in age and technical proficiency. The company has a limited training budget. What is the most effective way to ensure the workforce can adopt the new operating model?

   • AHire new associates who are already proficient with mobile technology.
   • BProvide a quick reference guide and expect associates to learn on the job.
   • CProvide role-based training tailored to different levels of technical proficiency.
   • DMandate that all associates complete the same comprehensive training program.
   Reveal Solution Discussion Select an answer first
5. 24foundation · easy

   What is the role of architecture management practice in relation to an operating model?

   • ATo ensure the operating model aligns with the organization's strategy and architecture
   • BTo manage the organization's financial investments
   • CTo recruit and train employees
   • DTo monitor daily operational performance
   Reveal Solution Discussion Select an answer first
6. 25foundation · easy

   What is the primary purpose of an operating model in the context of digital and IT strategy?

   • ATo list the technology tools used by the organization
   • BTo document the organization's financial budget
   • CTo define the organization's vision and mission statements
   • DTo describe how the organization delivers value through its processes, structure, and governance
   Reveal Solution Discussion Select an answer first