Know How to Establish Effective Interfaces Across the Value Chain (6.2, 6.3.3, 7.3.1.6, 7.3.2.5) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 5)

Questions 21–24

1. 21application · medium

   A healthcare provider has an interface between its patient records and billing departments. The interface is causing delays in billing because patient records are not updated in a timely manner. What should the provider do to improve the interface?

   • AAsk the patient records department to work overtime to update records.
   • BChange the billing system to work with incomplete records.
   • CHire more staff in the billing department to process delayed records.
   • DAnalyze the interface to identify where delays occur and implement improvements.
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2. 22expert · hard

   An IT service provider has an interface with a client that is not meeting the client's expectations. The interface involves regular status reports and incident updates. The client complains that the reports are too detailed and not actionable. The provider wants to improve the interface. What should they do?

   • AAsk the client to specify a new format without discussing the purpose.
   • BReview the interface's purpose and agree on the required outputs with the client.
   • CReduce the frequency of reports to give the client less to read.
   • DProvide the client with raw data instead of reports.
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4. 23expert · hard

   A multinational corporation has an interface between its regional sales teams and the central IT support. The interface currently uses a ticketing system, but regional teams complain that the system is slow and impersonal. The IT support team is satisfied with the system. What should the corporation do to improve the interface?

   • ATrain the regional teams to use the ticketing system more effectively.
   • BReplace the ticketing system with a phone hotline.
   • CEvaluate the interface from the perspective of all stakeholders and consider alternative communication methods.
   • DKeep the ticketing system because it is efficient for IT support.
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5. 24application · medium

   A global company has an interface between its IT support and HR departments. The interface currently uses email, but there are frequent delays and misunderstandings. The company wants to improve the interface. What should they do?

   • AContinue using email but increase the frequency of messages.
   • BAdopt a collaboration platform with shared channels and documented processes.
   • CReplace email with phone calls only.
   • DEliminate the interface and have each department work independently.
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