Start Where You Are ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A company is implementing a new CRM system. The project manager wants to follow 'Start where you are' by reusing existing customer data and processes. However, the sales team wants to completely change the sales process to match the new system's best practices. How should the project manager balance these perspectives?

   • ALet the sales team decide the new process without input from the project team.
   • BAdopt the new system's best practices completely, ignoring the current process.
   • CAssess the current sales process and data, then adapt the new system to support the most effective existing practices.
   • DKeep the current process exactly as it is and only change the underlying technology.
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2. 12application · medium

   An e-commerce company wants to improve its order fulfillment process. The operations team has identified that the current process has several manual steps that could be automated. Before investing in automation, what should the team do to ensure they are applying 'Start where you are'?

   • APurchase an off-the-shelf automation tool and configure it to the team's needs.
   • BMap the current order fulfillment process, including all manual steps and their purpose.
   • CAsk the operations team to list the manual steps they find most time-consuming.
   • DRedesign the entire fulfillment process from scratch to be fully automated.
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4. 13expert · hard

   A software development company is adopting a new DevOps approach. The current development process is waterfall-based, with detailed documentation and formal handoffs. The DevOps team wants to introduce continuous integration and delivery (CI/CD). The company has a strong culture of documentation and risk aversion. How should the company apply 'Start where you are' to transition to DevOps?

   • AKeep the waterfall process and only add CI/CD for testing, without changing other practices.
   • BReplace the waterfall process with DevOps immediately, dropping all documentation.
   • CIntroduce CI/CD incrementally, starting with a pilot project, while maintaining documentation practices that add value.
   • DHire external consultants to redesign the entire development process from scratch.
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5. 14application · medium

   A retail bank is planning a major digital transformation of its customer onboarding process. The strategy team has been asked to propose a target architecture. Several team members want to design a completely new process from scratch, arguing that the existing process is outdated. The CIO insists that the team first understand how onboarding currently works, including the actual steps performed by staff and the technology used. Which action best aligns with the ITIL guiding principle 'Start where you are'?

   • ABenchmark against competitors and adopt their onboarding process as the new standard.
   • BConduct a current-state assessment of the existing onboarding process, including workflows, tools, and pain points, before designing the target state.
   • CImplement a new process in a pilot branch without studying the current process, then adjust based on feedback.
   • DImmediately design the target onboarding process based on industry best practices, ignoring the current process to avoid bias.
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6. 15expert · hard

   A retail chain is planning to implement a new inventory management system. The current system is a mix of spreadsheets and a legacy application. The project team has limited time to assess the current state because the CEO wants to see quick results. However, the team knows that a poor assessment could lead to incorrect requirements. How should the team proceed to balance speed and accuracy?

   • AAsk the IT team to document the current system's technical specifications only.
   • BSpend as much time as needed on a comprehensive assessment, even if it delays the project.
   • CConduct a focused assessment of the most critical inventory processes and data flows, using available data and quick interviews.
   • DSkip the assessment and implement the new system based on vendor best practices.
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