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

Questions 16–20

1. 16application · medium

   A manufacturing company has automated its inventory management system. The system automatically reorders stock when levels fall below a threshold. After a year, they notice that overstocking is occurring. What should they do to align with the 'Optimize and automate' principle?

   • AIgnore the overstocking because automation is generally reliable.
   • BIncrease the reorder thresholds to ensure stock is always available.
   • CTurn off the automated reordering and return to manual ordering.
   • DReview the reorder thresholds and demand forecasts, and adjust the automation rules to better match actual consumption patterns.
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2. 17foundation · easy

   Which scenario best illustrates an appropriate balance between human and automated work?

   • AAutomated system makes all strategic decisions, with humans only executing them
   • BAutomated system handles routine password resets, while human agents handle complex security incidents
   • CAll IT support is provided by human agents, with no automation used
   • DAll customer requests are handled by automated chatbots without human escalation
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4. 18expert · hard

   A global bank is implementing a new customer onboarding process. The process must comply with strict anti-money laundering (AML) regulations that require human review of certain high-risk customers. The bank wants to reduce onboarding time by 50%. What is the best approach?

   • AAutomate the process but allow human review only if the system flags an error.
   • BAutomate low-risk customer onboarding and document verification, while routing high-risk customers to human compliance officers.
   • CAutomate the entire onboarding process, including AML checks, to achieve the time reduction target.
   • DKeep the entire process manual but add more staff to speed up onboarding.
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5. 19application · medium

   A logistics company wants to optimize its delivery route planning. Currently, dispatchers manually plan routes based on experience. The company wants to reduce fuel costs and delivery times. What is the first step they should take according to the 'Optimize and automate' principle?

   • AHire more dispatchers to improve planning accuracy.
   • BAnalyze the current route planning process to identify inefficiencies and improvement opportunities before automating.
   • CImplement a route optimization software immediately to automate planning.
   • DOutsource route planning to a third-party logistics provider.
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6. 20application · medium

   A retail company is implementing a chatbot for customer service. The chatbot can handle common queries like order status and return policies. The company wants to ensure customer satisfaction and avoid frustrating interactions. What is the best way to balance human and automated work?

   • AKeep human agents for all queries and use the chatbot only for internal training.
   • BLet the chatbot handle all queries without human intervention to reduce costs.
   • CUse the chatbot for simple queries and automatically escalate to human agents when it detects frustration or complexity.
   • DDeploy the chatbot but disable escalation to human agents to encourage self-service.
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