Know How to Place Decision-Making Authority at the Correct Level (2.2.2) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 4)

Questions 16–20

1. 16application · medium

   A government agency has a strict hierarchical structure and a culture of risk aversion. They are implementing ITIL 4 and want to improve service delivery. The leadership is concerned that delegating authority will lead to mistakes. What is the most effective way to introduce delegation in this environment?

   • AImmediately delegate all operational decisions to frontline staff to show commitment to empowerment.
   • BStart with small, well-defined delegation of low-risk decisions and gradually expand as confidence grows.
   • CKeep all decisions at the top and only delegate after a major successful project.
   • DDelegate only to middle managers, who can then decide whether to pass decisions down.
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2. 17application · medium

   A digital services company is creating a new product roadmap. The product owner wants to delegate feature prioritization to the development teams, but the finance department insists on approving all features that affect budget. The company values innovation and speed. How should decision-making authority be placed to support effective direction and planning?

   • ADelegate feature prioritization to development teams within a defined budget envelope, with finance approval only for features that exceed the envelope.
   • BGive development teams full authority over all feature prioritization, including budget-impacting features.
   • CLet the product owner make all prioritization decisions, with no input from development or finance.
   • DRequire finance to approve every feature, even those within the budget, to ensure strict control.
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4. 18foundation · easy

   How does the principle of empowerment relate to decision-making authority?

   • AIt gives individuals or teams the authority and confidence to make decisions within defined boundaries.
   • BIt focuses only on financial decision-making authority.
   • CIt eliminates the need for any oversight or accountability.
   • DIt requires all decisions to be escalated to the highest level of management.
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5. 19expert · hard

   A company is adopting a DevOps model and wants to empower development teams to deploy to production. However, the operations team is concerned about stability and wants to retain control over production changes. The company has a history of deployment failures. What is the best way to place decision-making authority to balance empowerment and stability?

   • AGive development teams full authority to deploy, with operations only monitoring after the fact.
   • BHave a joint meeting of development and operations to approve each deployment.
   • CKeep operations in control of all production deployments, with development providing input.
   • DDefine a set of automated deployment checks and a rollback plan; if the checks pass, development can deploy, otherwise it escalates to operations.
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6. 20foundation · easy

   Which organizational factor most directly influences whether decision-making authority is centralized or decentralized?

   • AThe organizational structure, such as functional vs. matrix vs. flat
   • BThe color of the company logo
   • CThe number of employees in the marketing department
   • DThe type of office furniture used
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