Optimize and Automate ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   An IT department has automated its incident ticketing system to categorize and route tickets. After six months, they notice that many tickets are being misrouted, causing delays. What should they do to align with the 'Optimize and automate' principle?

   • AIgnore the misrouting and focus on other IT priorities.
   • BReview the automation rules, identify the root cause of misrouting, and refine the rules or add human oversight for ambiguous cases.
   • CIncrease the automation scope to cover more ticket types, hoping to reduce errors.
   • DDisable automation and return to manual routing to avoid errors.
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2. 12application · medium

   A hospital is automating its patient appointment reminders. The system sends SMS reminders to patients. The hospital wants to reduce no-show rates. What is the best approach?

   • AAutomate reminders only for high-risk patients, and keep manual calls for others.
   • BKeep manual reminder calls to ensure personal interaction.
   • CAutomate reminders but do not allow patients to respond, to keep the system simple.
   • DAutomate reminders for all patients, but allow them to reschedule or cancel via a simple reply.
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4. 13application · medium

   A software development company wants to automate its code deployment process to increase release frequency. The team is concerned about introducing errors. What is the most effective way to implement automation while maintaining quality?

   • AKeep the deployment process manual to ensure quality, but automate code compilation.
   • BAutomate the entire deployment process without any manual checks to speed up releases.
   • CAutomate deployment only for non-critical applications and keep manual deployment for critical ones.
   • DAutomate deployment but include automated testing and rollback mechanisms, and require manual approval for production releases.
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5. 14expert · hard

   A government agency is automating the processing of public records requests. The agency must ensure transparency and the ability to handle sensitive information. The automation will classify requests and redact sensitive data. What is the best implementation approach?

   • AAutomate classification and redaction, but have human reviewers verify redactions for sensitive or complex requests.
   • BAutomate only the classification, leaving redaction and review manual.
   • CKeep the entire process manual to ensure accuracy.
   • DAutomate the entire process without human review to maximize efficiency.
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6. 15foundation · easy

   Which activity best demonstrates the use of the 'Optimize and automate' principle for continuous improvement?

   • AImplementing automation once and not revisiting it until a major failure occurs
   • BReplacing all manual processes with automation to reduce the need for human oversight
   • CAutomating a new process immediately without assessing its current performance
   • DConducting a quarterly review of automated workflows to identify and remove inefficiencies
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