Understand the Following Concepts ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 6)

Questions 26–30

1. 26expert · hard

   A large insurance company is undergoing a digital transformation. The project involves replacing legacy systems, automating claims processing, and creating a new customer portal. The company has a strong, established culture of risk aversion and a hierarchical structure. The transformation is stalling because employees are resistant to change and the decision-making process is slow. What is the MOST effective way for the leadership to address this challenge?

   • AEngage employees in the transformation process and communicate the benefits clearly
   • BHire external consultants to implement the changes without involving internal staff
   • CSlow down the transformation to minimize disruption to the existing culture
   • DMandate the changes from the top and enforce compliance through strict policies
   Reveal Solution Discussion Select an answer first
2. 27application · easy

   A retail company is using digital technology to improve its customer service. It has implemented a chatbot on its website to answer common customer questions, and it uses customer relationship management (CRM) software to track customer interactions. The company also analyzes purchase data to identify cross-selling opportunities. Which business function is being enhanced by these digital technology applications?

   • AFinance and accounting
   • BCustomer service and sales
   • CSupply chain management
   • DHuman resources management
   Reveal Solution Discussion Select an answer first
4. 28foundation · easy

   Which statement best defines digital technology in the context of ITIL 4?

   • AThe use of electronic tools, systems, devices, and resources that generate, store, or process data
   • BThe strategic use of digital tools to transform an organization's business model
   • CThe organizational capability to adapt to changing market conditions using digital tools
   • DThe process of converting analog information into a digital format
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5. 29expert · hard

   A national healthcare provider is under pressure to improve patient experience. The CIO proposes a digital transformation initiative that includes a patient portal, telehealth services, and AI-based diagnostic support. However, the Chief Medical Officer (CMO) is concerned that the AI diagnostic tool could lead to misdiagnosis and legal liability. The CFO is worried about the high upfront investment. The CIO must balance these concerns while moving forward. What is the MOST effective approach for the CIO to take?

   • ACancel the AI diagnostic tool initiative entirely to avoid legal and financial risks
   • BFocus only on the AI diagnostic tool because it offers the most innovative value
   • CImplement the patient portal and telehealth first, and pilot the AI diagnostic tool in a controlled environment with clear governance
   • DProceed with all three initiatives simultaneously to achieve the full transformation quickly
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6. 30foundation · easy

   How does digital technology primarily enable an organization to respond to digital disruption?

   • ABy automatically eliminating all competitive threats
   • BBy providing new capabilities for innovation, efficiency, and customer engagement
   • CBy replacing the need for organizational strategy
   • DBy guaranteeing increased revenue for the organization
   Reveal Solution Discussion Select an answer first