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 4)

Questions 16–20

1. 16application · medium

   A retail chain is developing both a digital strategy and an IT strategy. The digital strategy focuses on using data analytics to personalize customer offers. The IT strategy must support this by providing the necessary data infrastructure. Which statement best describes the relationship between these two strategies?

   • AThe digital strategy is a subset of the IT strategy and should be merged into it.
   • BThe IT strategy defines the business ambition, and the digital strategy enables it by providing customer insights.
   • CThe two strategies are independent and should be managed separately to avoid conflicts.
   • DThe digital strategy defines the business ambition, and the IT strategy enables it by providing the technology capabilities.
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2. 17application · easy

   A logistics company is implementing the ITIL 4 Service Value System (SVS) to improve how it delivers tracking services to customers. The CIO wants to ensure that every component of the SVS is clearly defined and understood by the service management team. Which set of components should the CIO include in the training materials?

   • AValue, outcomes, costs, risks, and outputs.
   • BService strategy, service design, service transition, service operation, and CSI.
   • CGuiding principles, governance, service value chain, practices, and continual improvement.
   • DStrategy, design, transition, operation, and continual improvement.
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4. 18foundation · easy

   Which of the following is an output of the strategy management practice?

   • AA service catalog
   • BA change schedule
   • CAn incident report
   • DA strategic plan
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5. 19expert · hard

   A multinational retailer is implementing a new digital strategy to expand into three new markets. The strategy team has defined ambitious goals, but the governance board is concerned that individual business units are pursuing conflicting technology investments. The board wants to ensure that all activities across the organization are directed and controlled in a way that supports the strategy. What should the governance board do?

   • ADelegate all investment decisions to business unit leaders to speed up market entry and reduce bureaucracy.
   • BRely on the IT department to align all technology investments with the strategy, since they own the infrastructure.
   • CCreate a single, detailed project plan for all three markets and enforce it through weekly status meetings.
   • DEstablish clear decision rights, policies, and escalation paths so that investments and activities align with the strategic direction and are monitored for compliance.
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6. 20expert · hard

   A software company is redesigning its service desk processes. The team is split between those who want to automate everything to reduce costs and those who want to maintain human interaction for customer satisfaction. The service manager wants to apply the ITIL guiding principle 'Optimize and automate' without compromising customer experience. What should the service manager do?

   • AAutomate all service desk interactions to minimize costs and improve efficiency.
   • BIdentify which service desk tasks can be automated without reducing value, and automate those while keeping human interaction for complex issues.
   • CKeep all processes manual to ensure the highest level of customer satisfaction.
   • DAutomate only the reporting and analytics, leaving all customer interactions manual.
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