Understand How Governance Impacts DPI (2.2, 2.2.1, 2.2.1.1, 2.2.2, 2.2.3) ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A non-profit organization is developing a mobile app to help donors track the impact of their contributions. The governance board wants to ensure that the app aligns with the organization's mission and provides value to donors. Which governance action best supports this?

   • ADefine success metrics that measure donor engagement and impact transparency, and review them regularly.
   • BFocus on the technical features of the app, such as push notifications and data visualization.
   • CLaunch the app as quickly as possible to show progress to donors, even if it is not fully aligned with the mission.
   • DLet the marketing team define the app's objectives without board oversight.
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2. 12foundation · easy

   How does governance help integrate DPI into the service value system?

   • ABy focusing only on the technical aspects of DPI and ignoring business strategy.
   • BBy creating separate governance structures for DPI and other services.
   • CBy delegating all DPI decisions to the service desk.
   • DBy ensuring DPI activities are consistent with the organization's policies and strategy.
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4. 13expert · hard

   A retail company is implementing a new point-of-sale (POS) system that will process customer payments. The governance board wants to ensure that the system is secure and compliant with payment card industry (PCI) standards. They also want to minimize disruption to store operations. Which approach best balances these concerns?

   • AImplement the new system in phases, with a pilot in a few stores, and include PCI compliance checks at each phase.
   • BRoll out the system to all stores at once to minimize the time spent on the transition.
   • CLet each store manager decide when to switch to the new system, without a coordinated plan.
   • DSkip PCI compliance checks during the rollout to speed up the process, and address them later.
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5. 14expert · hard

   A large enterprise is adopting a new customer relationship management (CRM) system. The governance board wants to ensure that the system is integrated into the service value system, but there is resistance from the sales team, who are used to the old system. The board also wants to manage the risk of user adoption failure. Which approach best addresses these concerns?

   • AMandate the use of the new CRM and set strict deadlines for the sales team to switch over.
   • BLet the sales team decide whether to use the new CRM, without any governance oversight.
   • CInvolve the sales team in the design and rollout of the CRM, and provide training and support to ease the transition.
   • DKeep the old system running in parallel indefinitely to avoid disrupting the sales team.
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6. 15expert · hard

   A global e-commerce company is planning to use AI to personalize product recommendations. The governance board is concerned about the risk of algorithmic bias and the impact on customer trust. They also want to ensure compliance with emerging AI regulations. The company has a strong culture of innovation and wants to move quickly. Which governance approach best addresses these competing concerns?

   • ADefer any AI governance until regulations are finalized, to avoid over-regulating the innovation.
   • BEstablish an AI ethics committee to review algorithms, and implement a risk-based testing framework that includes bias detection.
   • CAllow the data science team to self-govern, relying on their professional judgment for bias and compliance.
   • DLimit the use of AI to low-risk applications, avoiding personalization altogether.
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