Know How to Explain the Relationship Between Digital and IT Strategy and the Components of the ITIL SVS. (2.10 (excluding 2.10.4), Strategy Management Practice 2.1 & 2.4 Including All Subsections) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 3)

Questions 11–15

1. 11foundation · easy

   How do the service value chain activities convert demand into value?

   • ABy operating independently, with no interaction between activities
   • BBy following a fixed sequence that must be executed in order
   • CBy being performed in a flexible, interconnected manner to respond to demand
   • DBy focusing only on the final delivery of services
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   Which step is part of the ITIL continual improvement model?

   • AAssign incident priorities
   • BConduct a security audit
   • CDefine the vision
   • DCreate the service catalog
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   A financial services firm has been experiencing declining customer satisfaction scores for its online portal. The service improvement team wants to apply the ITIL continual improvement model to address this issue. What should the team do FIRST in the continual improvement model?

   • AConduct a baseline assessment of current customer satisfaction levels.
   • BIdentify improvement opportunities by analyzing customer complaints.
   • CImplement a new customer feedback tool to gather more data.
   • DDefine the vision and align it with the organization's strategic objectives.
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   What is the purpose of the ITIL continual improvement model?

   • ATo create new guiding principles
   • BTo provide a structured approach for improving services and practices
   • CTo replace the need for other practices
   • DTo define the organization's governance structure
   Reveal Solution Discussion Select an answer first
6. 15application · easy

   An online retailer is analyzing its service value chain to improve order fulfillment. The team has identified that the 'Deliver & Support' activity is underperforming. Which action would directly improve the 'Deliver & Support' activity?

   • ADefining the vision and direction for the order fulfillment service.
   • BUnderstanding customer needs and expectations for delivery speed.
   • CEnsuring that services are delivered according to agreed specifications and that user support is provided.
   • DIdentifying opportunities to improve the order fulfillment process.
   Reveal Solution Discussion Select an answer first