ITIL-4-DITS Free Study Guide! with New Update 32 Exam Questions
Get up-to-date Real Exam Questions for ITIL-4-DITS UPDATED [2024]
NEW QUESTION # 18
An organization has identified three initiatives to support a digital transformation strategy:
1. Upgrading technology
2 Adopting new software development approaches
3. Changing the structure of teams and departments
The project, management office has been tasked with Identifying and developing the business case(s) needed to review these initiatives Which is the BEST approach to take when creating the business case(s)?
- A. Create one business case for the organizational change, and another for the remaining Initiatives
- B. Create one business case for the technology upgrade, and another for the remaining Initiatives
- C. Create three different business cases providing justification for each Initiative
- D. Create one single business case that provides justification for all three initiatives
Answer: B
NEW QUESTION # 19
An organization provides services to businesses and private customers, it is now reviewing. its strategy and needs to ensure that the strategy sufficiently addresses the external perspective.
Which question BEST supports this objective?
- A. What markets do we serve?
- B. How can we reduce costs?
- C. How can we improve operational efficiencies?
- D. How do we get to where we want to be?
Answer: A
Explanation:
What markets do we serve? is the best question to support the objective of ensuring that the strategy sufficiently addresses the external perspective. It helps to understand the current and potential customers, segments, needs, expectations, and preferences of the markets that the organization operates in or wants to enter. It also helps to identify the opportunities, threats, and trends in the external environment that can affect the organization's strategy. Reference: ITIL 4 Leader: Digital and IT Strategy, page 7-8
NEW QUESTION # 20
An organization identified activities that are performed by many different people who follow detailed procedures to ensure they carry out all the steps. The procedures are very clear, and if staff follow the exact steps in the procedure then the results are always good, but this takes a lot of time.
- A. Intelligent automation
- B. Complex automation
- C. Technology replacement modernization
- D. Simple automation
Answer: D
NEW QUESTION # 21
Which statement is CORRECT about risk management in digital organizations?
- A. All risk management efforts should focus on assets owned by the organization
- B. All the organization's slaveholders should contribute to risk assessment
- C. All risks could cause harm to the organization if they are not managed
- D. All risk management should start by assessing the current state
Answer: B
NEW QUESTION # 22
Which statement about metrics is CORRECT?
- A. Lagging metrics predict what a is likely to happen in the future
- B. Legging metrics report what has been achieved
- C. Leading metrics ate difficult to measure, but easy to Influence
- D. Lagging metrics are easy to measure and to influence
Answer: D
NEW QUESTION # 23
An organization has utilized digital technology to make significant improvements to business processes that have contributed to the achievement of its strategic objectives. What does this describe?
- A. Operational technology
- B. Digital transformation
- C. Organizational disruption
- D. Digital positioning
Answer: B
Explanation:
Digital transformation is the use of digital technology to create new or modify existing business processes, culture, and customer experiences to meet changing market needs and expectations. An organization that has utilized digital technology to make significant improvements to business processes that have contributed to the achievement of its strategic objectives has undergone a digital transformation. Reference: ITIL 4 Leader: Digital and IT Strategy, page 5
NEW QUESTION # 24
Which is a leadership skill that relates to having a digital mindset?
- A. Measuring the success of strategic digital initiatives
- B. Sharing success stories frequently to motivate others
- C. Looking at the potential of new tools to meet customer needs
- D. Bulking a rapport with regulators and government officials
Answer: C
Explanation:
Looking at the potential of new tools to meet customer needs is a leadership skill that relates to having a digital mindset. It shows curiosity, openness, and willingness to explore and adopt new technologies that can enhance customer value and experience. It also demonstrates a customer-centric and innovative approach to digital transformation. Reference: ITIL 4 Leader: Digital and IT Strategy, page 25-26
NEW QUESTION # 25
An organization strategy requires them to continually maintain market relevance.
Which approach is the MOST relevant to achieve this objective?
- A. PESTLE analysis
- B. Customer 360
- C. Digital transformation
- D. Employee 360
Answer: B
NEW QUESTION # 26
An organization is entering a new market with a range of services. Similar services already exist in the market, and the demand is high.
Which is the BEST approach to pricing and charging for the services in the new market?
- A. Establish long-term contracts with fixed prices to help secure future Income
- B. Adjust competitive prices for the market and competition
- C. Adopt a short-term Increase in the pricing and margins
- D. Ensure service costs are clear to the consumers to help regulate prices
Answer: B
NEW QUESTION # 27
A service provider a developing an operating model to support a new social media service that enables their business strategy.
They have included the following in the operating model:
* a definition of how suppliers will be Involved in the delivery of the service
* a description of me main performance measures required
Which additional element MUST be included to ensure that the essential themes of the operating model are covered?
- A. A list of vendors who will provide the components mat form the social media service
- B. Descriptions of the series of steps for the work that is required to create and support the service
- C. Definitions of the service management toolsets needed to support the service
- D. An inventory of the mam technology components that will be located at the head office data centre
Answer: B
Explanation:
Descriptions of the series of steps for the work that is required to create and support the service are part of the essential themes of the operating model. They define how value is created and delivered through value streams and processes. They also help align the work with the strategy, vision, and goals of the organization and its stakeholders. Reference: ITIL 4 Leader: Digital and IT Strategy, page 19-20
NEW QUESTION # 28
Which type of risk is MOST LIKELY to be identified by modeling and test reviews?
- A. innovation risk
- B. Engagement risk
- C. Dis risk
- D. Cyber security risk
Answer: B
NEW QUESTION # 29
An external service provider is developing a new strategy for delivering social media services. The success of new services depends on high levels of customer satisfaction achieved through the highest level of support to users.
As part of an internal analysis, which factor is MOST important to consider to ensure that the service provider has the capability to provide the service?
- A. A mixed demographic of users with varied levels of IT skills
- B. Well-trained service desk staff with a broad set of skills
- C. Knowledge and understanding of potential Innovative technology
- D. Employment laws effecting service provider staff
Answer: B
Explanation:
Well-trained service desk staff with a broad set of skills are an important factor to consider to ensure that the service provider has the capability to provide the service. They are the main point of contact for customers and users, and they need to be able to handle different types of requests, issues, and feedback. They also need to be able to support the highest level of support to users, which requires technical, communication, and problem-solving skills. Reference: ITIL 4 Leader: Digital and IT Strategy, page 67-68
NEW QUESTION # 30
Why might an organization choose to Implement an Innovation even though it does not meet its minimum requirement for "return on Investment' (ROI)?
- A. The innovation is essential for the a organization to survive
- B. The innovation is low risk
- C. The innovation is low cost
- D. The innovation will deliver significant benefit for the organization
Answer: C
NEW QUESTION # 31
Which is the BEST description of the relationship between organization's products, services, and resources?
- A. An organization's products are required for the execution of an activity
- B. An organization's services ate based on the organization's products
- C. An organization's resources are combinations of the organization's products
- D. An organization's resources are combinations of the organization's services
Answer: A
Explanation:
An organization's products are required for the execution of an activity is the best description of the relationship between organization's products, services, and resources. A product is a configuration of an organization's resources designed to offer value for a consumer. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve without specific costs and risks. A resource is anything that might help deliver an organizational objective. Reference: ITIL 4 Leader: Digital and IT Strategy, page 11-12
NEW QUESTION # 32
An organization provides services to businesses and private customers, it is now reviewing. its strategy and needs to ensure that the strategy sufficiently addresses the external perspective.
Which question BEST supports this objective?
- A. What markets do we serve?
- B. How can we reduce costs?
- C. How can we improve operational efficiencies?
- D. How do we get to where we want to be?
Answer: A
NEW QUESTION # 33
An insurance company generates sales from its website, from agents in a call center, and from third parties working for other financial service organizations. The product is very product is very popular and users are generally satisfied. The organization regularly collects and analysis data about service consumers, and this shows users have different levels of satisfaction, depending on how the product was sold.
What should the insurance company consider NEXT to help resolve the situation?
- A. Customer analytics
- B. Customer feedback
- C. Market relevance
- D. Omnichannel delivery
Answer: A
NEW QUESTION # 34
An organization has started a digital transformation programme, and wants to create a culture of innovation.
This month, the CIO plans to deliver a presentation on how chatbots can improve the customer registration experience.
Which approach is the CIO using to support the programme?
- A. Working with workflow and talent management
- B. Establishing a mantel intelligence culture
- C. Giving employees time for training and development
- D. Encouraging digital technology opportunities
Answer: D
NEW QUESTION # 35
Which parallel model is based on using the Income generated by an existing business model to fund a new digital business model until can fund itself?
- A. Cannibalism
- B. Concurrence
- C. Erosion
- D. synergism
Answer: C
NEW QUESTION # 36
Which statement about metrics is CORRECT?
- A. Lagging metrics predict what a is likely to happen in the future
- B. Leading metrics ate difficult to measure, but easy to Influence
- C. Legging metrics report what has been achieved
- D. Lagging metrics are easy to measure and to influence
Answer: C
Explanation:
Lagging metrics report what has been achieved by measuring the outcomes or results of past actions or activities. They are easy to measure but difficult to influence. They are useful for evaluating performance and validating hypotheses. Leading metrics predict what is likely to happen in the future by measuring the inputs or drivers of future outcomes or results. They are difficult to measure but easy to influence. They are useful for forecasting and influencing performance. Reference: ITIL 4 Leader: Digital and IT Strategy, page 83-84
NEW QUESTION # 37
Which is an example of industry disruption?
- A. A service provider has launched a new app to support collaboration that is easy to use, and is popular with consumers from many markets
- B. A mobile phone provider has adopted a new operating model in response to threats from the competition which has resulted In the provider becoming the market leader
- C. An organization transitioned a large number of its services to a cloud provider to remain competitive In their market
- D. A software provider has developed a new satellite navigation system for the serf-driving cat market that has become the system of choice for car manufacturers
Answer: D
Explanation:
A software provider has developed a new satellite navigation system for the self-driving car market that has become the system of choice for car manufacturers is an example of industry disruption. Industry disruption is about creating new markets or value propositions that challenge or replace existing ones. The software provider has created a new value proposition for the self-driving car market that has disrupted the existing satellite navigation systems and gained a competitive advantage. Reference: ITIL 4 Leader: Digital and IT Strategy, page 37-38
NEW QUESTION # 38
An organization identified activities that are performed by many different people who follow detailed procedures to ensure they carry out all the steps. The procedures are very clear, and if staff follow the exact steps in the procedure then the results are always good, but this takes a lot of time.
- A. Intelligent automation
- B. Complex automation
- C. Technology replacement modernization
- D. Simple automation
Answer: D
Explanation:
Simple automation is about using technology to automate repetitive and standardized tasks that follow clear and detailed procedures. This can help reduce human errors, save time and resources, and improve efficiency and quality. Reference: ITIL 4 Leader: Digital and IT Strategy, page 63
NEW QUESTION # 39
An organization cannot afford the loss that comes from taking risks that go wrong, but they suffer big losses because they often take these risks anyway.
What combination of risk capacity and risk appetite this situation?
- A. Low risk capacity, low risk appetite
- B. High risk capacity, low risk appetite
- C. High risk capacity, high risk appetite
- D. Low risk capacity, high risk appetite
Answer: D
Explanation:
A low risk capacity means that an organization cannot afford the loss that comes from taking risks that go wrong, while a high risk appetite means that an organization is willing to take those risks anyway. This situation can lead to big losses and unsustainable outcomes. Reference: ITIL 4 Leader: Digital and IT Strategy, page 57
NEW QUESTION # 40
The leaders of an organization ate defining an approach to optimize its value streams and processes to create a more efficient way of working.
What should this approach focus on?
- A. Elimination of waste
- B. Organizational agility
- C. Organizational resilience
- D. Uninterrupted delivery
Answer: A
NEW QUESTION # 41
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