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 7)

Questions 31–35

1. 31expert · hard

   A public sector organization is developing its digital strategy. The strategy team has produced a draft that focuses on improving citizen services through a new mobile app. However, the governance board is concerned that the strategy does not address how the organization will manage the risks associated with data privacy and legacy system integration. What should the strategy team do to ensure the strategy is integrated with the SVS?

   • ADelegate all risk management to the IT department to handle during implementation.
   • BIncorporate risk management and legacy system considerations into the strategy, and ensure governance mechanisms are in place to oversee implementation.
   • CFinalize the strategy as drafted and address risks during the implementation phase.
   • DRemove the mobile app initiative from the strategy to avoid data privacy risks.
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2. 32foundation · easy

   Which activity is a key responsibility of governance within the SVS?

   • AResolving individual customer incidents
   • BDeveloping new service offerings
   • CEvaluating the organization's performance against agreed objectives
   • DInstalling and configuring IT infrastructure
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4. 33application · medium

   A regional bank is developing a five-year plan to expand into mobile-first banking. The CIO has drafted an IT strategy focused on upgrading core banking systems and migrating workloads to the cloud. The CEO asks the strategy team to ensure the IT strategy aligns with the organization's ambition to become a 'digital challenger' in the retail market. What should the strategy team do FIRST?

   • ADefine the digital strategy that articulates the organization's vision for digital transformation, then use it to guide and constrain the IT strategy.
   • BCreate a separate digital strategy only for the retail division, leaving the IT strategy to cover the rest of the bank.
   • CProceed with the IT strategy as drafted, since technology decisions are the primary driver of digital transformation success.
   • DOutsource the development of both strategies to a consulting firm to ensure they are consistent.
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5. 34application · easy

   An e-commerce company is mapping its service value chain to understand how customer demand for faster delivery is converted into value. The team has identified the activities of 'Plan', 'Improve', 'Engage', 'Design & Transition', 'Obtain/Build', and 'Deliver & Support'. Which activity is responsible for ensuring that the organization has a shared understanding of the vision and direction for all services?

   • AImprove
   • BPlan
   • CDeliver & Support
   • DEngage
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6. 35application · medium

   A healthcare provider is redesigning its incident management process. The team is debating whether to create a detailed, prescriptive workflow for all incident types or to allow flexibility for different service teams. The service manager wants to apply the ITIL guiding principle 'Focus on value' and 'Start where you are'. Which approach best reflects these principles?

   • ABenchmark against a leading competitor's incident process and replicate it exactly to achieve best practice.
   • BFocus only on the most expensive incidents and design a process for those, ignoring lower-priority incidents.
   • CImplement a standardized, fully automated workflow for every incident type to ensure consistency and eliminate human error.
   • DAssess existing incident handling practices across teams, identify what already works, and build the new process incrementally around those strengths.
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