Start Where You Are ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 5)

Questions 21–25

1. 21application · medium

   A healthcare provider is planning to improve patient portal usage. The current portal has low adoption rates. The strategy team wants to understand why patients are not using the portal. Which approach best applies 'Start where you are'?

   • ACompare the portal's features with competitors' portals.
   • BAnalyze portal usage data and conduct user surveys to identify barriers to adoption.
   • CAssume the portal is not user-friendly and redesign the interface.
   • DAsk the IT team to list the portal's technical capabilities.
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2. 22foundation · easy

   What role does customer feedback play in understanding the current state?

   • AIt is only relevant after a new service is launched
   • BIt provides insight into how services are experienced and perceived
   • CIt should be ignored if it conflicts with internal metrics
   • DIt is the only source of information needed for strategy
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4. 23application · medium

   A hospital is planning to improve its patient appointment scheduling. The current process involves phone calls and manual data entry. The strategy team wants to understand how the process actually works before redesigning it. Which combination of methods would give the most accurate picture of the current state?

   • AObserve staff performing the scheduling process and analyze appointment data from the past year.
   • BAsk the IT department to list the software used for scheduling.
   • CReview the hospital's policy documents for scheduling procedures.
   • DSend a survey to patients asking how they feel about the current scheduling process.
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5. 24expert · hard

   A bank is developing a strategy to modernize its core banking system. The current system is stable but outdated, and the bank has a large amount of custom code that is critical to operations. The strategy team is considering two options: (1) gradually refactor the existing system, or (2) replace it with a commercial off-the-shelf (COTS) product. The COTS product would require significant process changes. The bank's risk appetite is low, and it cannot afford a long disruption. How should the strategy team apply 'Start where you are'?

   • AChoose the COTS replacement because it is a modern solution, even though it requires process changes.
   • BChoose the gradual refactoring approach, leveraging the existing custom code and minimizing disruption.
   • CAdopt a hybrid approach: replace the core system but keep the custom code as a wrapper.
   • DDecide to do nothing until the current system becomes a critical risk.
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6. 25foundation · easy

   Why are measurements and feedback important when applying 'Start where you are'?

   • AThey are optional if the team has experience
   • BThey are only useful after a solution is implemented
   • CThey replace the need for any strategic planning
   • DThey provide an accurate picture of the current state
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