Understand the Following Key Terms ITIL-4-STRATEGIC-LEADER-MODULES Practice Questions (Page 1)

Questions 1–5

1. 1foundation · easy

   Which statement best reflects the principle of 'improvement' in ITIL 4?

   • AImprovement focuses exclusively on technology and infrastructure
   • BImprovement is the responsibility of a dedicated improvement team only
   • CImprovement is only needed when performance targets are missed
   • DImprovement is a continuous effort to increase value and performance
   Reveal Solution Discussion Select an answer first
2. 2expert · hard

   A retail chain is planning to improve its supply chain management. The team has identified several potential improvement initiatives but is unsure which to prioritize. They have limited resources and need to achieve the greatest impact. Which method should they use to prioritize the initiatives?

   • AChoose the initiative with the highest potential impact, regardless of effort.
   • BUse a prioritization matrix that scores each initiative based on impact and effort.
   • CSelect the initiative that is easiest to implement.
   • DImplement all initiatives simultaneously to maximize results.
   Reveal Solution Discussion Select an answer first
4. 3foundation · easy

   Which of the following is a common method used in Direct, Plan & Improve?

   • ASWOT analysis
   • BScrum
   • CSix Sigma
   • DWaterfall development
   Reveal Solution Discussion Select an answer first
5. 4application · medium

   A university's IT department wants to improve its service desk performance. The team has decided to use a structured planning approach. Which of the following best exemplifies the planning concept in ITIL 4?

   • ASetting a target to reduce average response time to under 2 hours and outlining the steps to achieve it.
   • BHiring additional service desk agents immediately to handle the workload.
   • CBenchmarking against other universities' service desks.
   • DImplementing a new ticketing system to automate responses.
   Reveal Solution Discussion Select an answer first
6. 5application · medium

   A telecom company is planning to improve its network reliability. The team is considering using a method to prioritize improvement initiatives based on their potential impact and effort. Which method is most appropriate?

   • ARoot cause analysis
   • BGap analysis
   • CPrioritization matrix
   • DBrainstorming session
   Reveal Solution Discussion Select an answer first