Know How to Select an Appropriate Assessment Method for a Particular Situation (3.1.3, 3.1.3.1-7) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 4)

Questions 16–20

1. 16application · medium

   An IT organization wants to benchmark its incident management process against a recognized industry standard. The team has limited time and needs a structured, repeatable way to identify gaps. Which assessment method is most suitable?

   • AAn open-ended employee survey
   • BA series of informal interviews with process owners
   • CA maturity model assessment
   • DA root cause analysis workshop
   Reveal Solution Discussion Select an answer first
2. 17foundation · easy

   A service provider wants to assess the effectiveness of its new change management process across multiple teams. The assessment should be consistent and comparable across teams. Which method is most suitable?

   • AA standardized survey using the same questions for all teams.
   • BInformal conversations with team managers.
   • CA workshop with only one team.
   • DA review of each team's documentation without a common framework.
   Reveal Solution Discussion Select an answer first
4. 18expert · hard

   An organization is assessing the success of a recent IT service change. Management wants a quick assessment, but the change is complex and has affected multiple departments. The team is concerned that a quick survey might miss important nuances. Which assessment method is most appropriate?

   • AA review of system logs only
   • BA series of in-depth interviews only
   • CA single quick survey
   • DA hybrid approach: a short survey followed by targeted interviews
   Reveal Solution Discussion Select an answer first
5. 19expert · hard

   An organization is in the middle of a continual improvement initiative. They have already implemented several changes and now want to assess whether those changes have achieved the desired outcomes. They need a method that can measure the impact of specific changes. Which assessment method is most appropriate?

   • AA before-and-after comparison of relevant KPIs
   • BA single post-implementation review of one change
   • CA general employee satisfaction survey
   • DA maturity model assessment
   Reveal Solution Discussion Select an answer first
6. 20application · medium

   An organization is assessing user satisfaction with a new self-service portal. The IT team wants to avoid bias and ensure the results are representative of all user groups. Which assessment method is most likely to achieve this?

   • AA random sample survey of all portal users
   • BA workshop with the portal's development team
   • CInterviews with users who have logged the most complaints
   • DA feedback form placed only on the portal's help page
   Reveal Solution Discussion Select an answer first