Optimize and Automate ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 5)

Questions 21–25

1. 21expert · hard

   A large e-commerce company has automated its customer support email triage. The automation categorizes emails and sends auto-replies. However, customer satisfaction scores have dropped, and the support team is overwhelmed with misclassified emails. What is the best course of action?

   • AIncrease the number of auto-replies to reduce the volume of emails reaching human agents.
   • BOutsource email triage to a third-party service that uses automation.
   • CDisable the automation and have all emails handled manually to improve customer satisfaction.
   • DAnalyze the misclassification patterns, refine the automation rules, and add a human review step for ambiguous emails.
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2. 22foundation · easy

   What is the main goal of identifying optimization opportunities in processes and activities?

   • ATo comply with external regulatory requirements
   • BTo reduce the number of employees needed in the organization
   • CTo ensure all processes are fully automated
   • DTo improve efficiency and effectiveness of the processes
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4. 23foundation · easy

   Why is it important to balance human intervention and automation in IT service management?

   • ATo reduce the need for training by automating all processes
   • BTo ensure that all tasks are performed by humans to maintain quality
   • CTo combine the efficiency of automation with the judgment and flexibility of humans
   • DTo ensure that automation is used for all tasks to reduce costs
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5. 24foundation · easy

   Which of the following is an example of identifying an optimization opportunity in a Digital and IT Strategy context?

   • AImplementing automation in all processes to reduce manual effort
   • BReviewing incident response times to identify bottlenecks in the resolution process
   • COutsourcing all IT operations to a third-party provider
   • DSelecting a new monitoring tool without analyzing current processes
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6. 25expert · hard

   A healthcare insurance company processes claims. The current process has multiple handoffs between departments, causing delays. The company wants to reduce claim processing time and errors. What is the most effective way to apply the 'Optimize and automate' principle?

   • AAdd more staff to handle the handoffs faster.
   • BAutomate the existing process as-is to speed up each handoff.
   • CRedesign the process to eliminate unnecessary handoffs, then automate the streamlined steps.
   • DAutomate only the final approval step to reduce processing time.
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