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 5)

Questions 21–25

1. 21foundation · easy

   An organization has a small team with limited expertise in data analysis. They need to assess customer satisfaction. Which assessment method is most suitable given these constraints?

   • AA complex maturity model assessment requiring specialized training.
   • BA simple survey with closed-ended questions that can be analyzed with basic tools.
   • CIn-depth interviews that require advanced qualitative analysis skills.
   • DAn external audit that requires extensive documentation and coordination.
   Reveal Solution Discussion Select an answer first
2. 22foundation · easy

   An assessment team is planning to conduct interviews with key stakeholders, but several stakeholders have limited availability due to project deadlines. What is the most appropriate action to ensure the assessment remains feasible?

   • AReplace interviews with a survey that requires less stakeholder time.
   • BCancel the interviews and rely solely on existing documentation.
   • CConduct the interviews without the stakeholders and guess their responses.
   • DSchedule interviews at times that accommodate the stakeholders' availability, even if it extends the timeline.
   Reveal Solution Discussion Select an answer first
4. 23foundation · easy

   An assessment uses a survey to collect feedback from employees. Which of the following is a potential source of bias that could affect the reliability of the data?

   • AEmployees who are dissatisfied are more likely to respond than those who are satisfied.
   • BThe survey uses a Likert scale, which is a reliable measurement tool.
   • CThe survey is distributed electronically, which is convenient for employees.
   • DThe survey is anonymous, which encourages honest responses.
   Reveal Solution Discussion Select an answer first
5. 24foundation · easy

   Which assessment method is most appropriate for gathering standardized feedback from a large number of employees about their satisfaction with current IT services?

   • AA series of in-depth interviews with a few selected employees.
   • BAn internal audit of service management records.
   • CA facilitated workshop with a cross-functional team.
   • DA structured survey distributed to all employees.
   Reveal Solution Discussion Select an answer first
6. 25foundation · easy

   An improvement team needs to understand the root causes of recurring incidents. They have limited time and need input from a few experienced support staff. Which assessment method is most appropriate?

   • AA large-scale survey of all employees.
   • BA maturity model assessment.
   • CA full external audit of the incident management process.
   • DA series of interviews with the support staff.
   Reveal Solution Discussion Select an answer first