A utility company has automated its meter reading process using IoT sensors. The sensors transmit data automatically, but the company has noticed discrepancies between sensor data and actual usage. What is the best way to apply the 'Optimize and automate' principle?

Ignore the discrepancies because automation is generally more accurate than manual reading.

Investigate the root cause of discrepancies, calibrate the sensors, and refine the data validation process.

Disable the sensors and return to manual meter reading to ensure accuracy.

Replace the sensors with more expensive ones without investigating the root cause.

A bank is automating its fraud detection system. The system flags suspicious transactions for review. The bank wants to reduce false positives while catching real fraud. What is the best approach to balance human and automated work?

Automate the blocking of transactions but do not notify customers or analysts.

Keep fraud detection entirely manual to avoid any automation errors.

Automate the entire fraud detection and response process, including blocking transactions, without human review.

Use automation to flag and prioritize suspicious transactions, but have human analysts investigate and make final decisions.

What is the primary purpose of the ITIL guiding principle 'Optimize and automate' in the context of Digital and IT Strategy?

To ensure that all manual processes are replaced with automated solutions as quickly as possible

To ensure that all processes are automated to reduce operational costs

To maximize the value of work by optimizing processes and using automation where it provides clear benefits

To reduce the need for human intervention in all IT service management activities

A human resources department wants to improve its employee onboarding process. Currently, new hires complete multiple paper forms and wait for IT to set up accounts. The department wants to reduce time-to-productivity. What is the best way to apply the 'Optimize and automate' principle?

Hire an additional HR assistant to process forms faster.

Automate only the IT account setup, leaving all other steps manual.

Keep paper forms but ask IT to prioritize onboarding requests.

Replace paper forms with an online portal that automatically triggers IT account setup and sends welcome emails.

ITIL 4 Strategic Leader

Domain 8Objective 7

Optimize and Automate ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 6)

Part of the Demonstrate the use of the ITIL guiding principles in Digital and IT Strategy decisions and activities domain, which makes up ~11% of our current practice bank.

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Questions 26–29

26expert · hard
A utility company has automated its meter reading process using IoT sensors. The sensors transmit data automatically, but the company has noticed discrepancies between sensor data and actual usage. What is the best way to apply the 'Optimize and automate' principle?
Select an answer first
27application · medium
A bank is automating its fraud detection system. The system flags suspicious transactions for review. The bank wants to reduce false positives while catching real fraud. What is the best approach to balance human and automated work?
Select an answer first
28foundation · easy
What is the primary purpose of the ITIL guiding principle 'Optimize and automate' in the context of Digital and IT Strategy?
Select an answer first
29application · medium
A human resources department wants to improve its employee onboarding process. Currently, new hires complete multiple paper forms and wait for IT to set up accounts. The department wants to reduce time-to-productivity. What is the best way to apply the 'Optimize and automate' principle?
Select an answer first

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