Show How an Organization’s Position in a Particular Market or Industry Is Influenced by the Following Factors ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 5)

Questions 21–25

1. 21expert · hard

   An insurance company has a reputation for excellent customer service and strong internal processes. However, its claims processing is manual and slow, and customers are increasingly expecting digital, self-service options. The company wants to modernize without losing its personal touch. Which strategy best balances operational excellence, customer/market relevance, and internal/external focus?

   • AOutsource claims processing to a third-party to reduce internal workload and focus on customer service.
   • BKeep the current manual process to preserve the personal service that customers value.
   • CAutomate all claims processing to maximize efficiency and reduce costs.
   • DImplement a digital claims portal that automates routine claims while keeping human agents for complex cases.
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2. 22application · medium

   A manufacturing company has historically focused its IT strategy on internal systems like ERP and supply chain management. Recently, customers have started demanding online order tracking and self-service portals. The company's leadership is debating whether to shift focus. Which approach best balances internal and external focus to improve market position?

   • AConduct a customer survey to determine which external features are most desired before making any changes.
   • BInvest in customer-facing portals while maintaining the internal systems that support them, ensuring both are aligned with strategic goals.
   • CContinue to prioritize internal system improvements, as they are the backbone of the company's operations.
   • DShift all IT resources to customer-facing projects, as external focus is the key to competitiveness.
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4. 23foundation · easy

   What is the main goal of operational excellence in the context of digital and IT resources?

   • ATo maximize the number of digital services offered
   • BTo align IT strategy with customer expectations
   • CTo ensure all IT processes are automated
   • DTo use digital and IT resources efficiently and effectively to deliver value
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5. 24application · medium

   A logistics company wants to reduce its environmental footprint and operational costs. Its fleet management system is outdated and inefficient. Which initiative best supports operational excellence while also addressing the company's sustainability goals?

   • AIncrease the number of delivery vehicles to ensure faster deliveries and improve customer satisfaction.
   • BImplement a route optimization system that uses real-time data to reduce fuel consumption and delivery times.
   • CReplace the entire fleet with electric vehicles, regardless of cost, to reduce emissions.
   • DOutsource fleet management to a third-party logistics provider to reduce internal workload.
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6. 25expert · hard

   A logistics company is facing disruption from startups that offer real-time tracking and flexible delivery options. The company's IT department is excellent at running stable, cost-efficient operations, but it has been slow to innovate. The board wants to improve market position without sacrificing the reliability that its large enterprise customers depend on. Which strategy best balances operational excellence and customer/market relevance?

   • AShift all IT resources to developing the new digital services, accepting some operational instability as a trade-off for speed.
   • BMaintain the current operational focus and wait for the startup disruption to settle before making strategic changes.
   • CAdopt a bimodal approach: maintain a stable core for existing operations while creating a separate, agile team to develop new customer-facing digital services.
   • DOutsource the development of new digital services to a third-party vendor while keeping internal IT focused on operations.
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