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質問 # 13
Which statement about metrics is CORRECT?
- A. Lagging metrics are easy to measure and to influence
- B. Lagging metrics predict what a is likely to happen in the future
- C. Legging metrics report what has been achieved
- D. Leading metrics ate difficult to measure, but easy to Influence
正解：A
質問 # 14
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. How can we improve operational efficiencies?
- B. How do we get to where we want to be?
- C. What markets do we serve?
- D. How can we reduce costs?
正解：C
質問 # 15
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. Market relevance
- B. Customer feedback
- C. Omnichannel delivery
- D. Customer analytics
正解：D
質問 # 16
Which is the BEST approach to defining a vision and a strategy in an organization with multiple specialization divisions?
- A. Vision and strategy should be defined by the governing body and communicated to the divisions' leaders
- B. Vision and strategy should be defined in collaboration with the enterprise architects and consultants
- C. Vision and strategy should be defined by the executive leader and communicated to me divisions
- D. Vision and strategy should be defined in collaboration with the leaders of the organization and division
正解：D
質問 # 17
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. Organizational agility
- B. Uninterrupted delivery
- C. Organizational resilience
- D. Elimination of waste
正解：D
解説：
Elimination of waste is about identifying and removing any activities, resources, or outputs that do not add value to the customers or the organization. This can help optimize value streams and processes, improve efficiency and effectiveness, reduce costs and risks, and increase customer satisfaction. Reference: ITIL 4 Leader: Digital and IT Strategy, page 64
質問 # 18
An organization has identified an opportunity to provide increased value to the healthcare user market. It wants to provide online access to healthcare services before its competition.
Which is the NST value proposition for the healthcare user market to include in the strategy?
- A. Consumers will be able to access advice and request prescriptions quickly at al limes without attending a medical facility
- B. Shareholder will receive Improve dividends from increased proms without significant Investment
- C. Healthcare professionals will be able to promote the services to healthcare users and reduce costs
- D. The organization will be able to utilize Innovative technology to develop software apps in faster times to market
正解：A
解説：
Consumers will be able to access advice and request prescriptions quickly at all times without attending a medical facility is the best value proposition for the healthcare user market to include in the strategy. It describes how the online access to healthcare services will benefit the consumers by meeting their needs and expectations, creating value and convenience for them, and differentiating the service from the competition. Reference: ITIL 4 Leader: Digital and IT Strategy, page 12-13
質問 # 19
An organization has identified an opportunity to provide increased value to the healthcare user market. It wants to provide online access to healthcare services before its competition.
Which is the NST value proposition for the healthcare user market to include in the strategy?
- A. Healthcare professionals will be able to promote the services to healthcare users and reduce costs
- B. Shareholder will receive Improve dividends from increased proms without significant Investment
- C. Consumers will be able to access advice and request prescriptions quickly at al limes without attending a medical facility
- D. The organization will be able to utilize Innovative technology to develop software apps in faster times to market
正解：A
質問 # 20
Which is the BEST approach to defining a vision and a strategy in an organization with multiple specialization divisions?
- A. Vision and strategy should be defined by the governing body and communicated to the divisions' leaders
- B. Vision and strategy should be defined in collaboration with the enterprise architects and consultants
- C. Vision and strategy should be defined by the executive leader and communicated to me divisions
- D. Vision and strategy should be defined in collaboration with the leaders of the organization and division
正解：D
解説：
Vision and strategy should be defined in collaboration with the leaders of the organization and division to ensure alignment, coherence, and buy-in across the organization. This can help create a shared understanding of the goals, values, and direction of the organization and its divisions, as well as leverage the expertise and insights of different leaders. Reference: ITIL 4 Leader: Digital and IT Strategy, page 9-10
質問 # 21
An organization is planning a large scale digital transformation programme to significantly improve its digital capabilities. Which Is the BUT approach for defining and implementing this programme?
- A. A digital task force should be appointed to define and Implement me programme
- B. individual initiatives should be defined and implemented separately
- C. The Chief Digital Officer should define and implement the programme
- D. The organization's governing body should define and implement the programme
正解：A
解説：
A digital task force is a cross-functional team that is responsible for defining and implementing a large scale digital transformation programme. This can help ensure that the programme is aligned with the organization's vision and strategy, has clear objectives and scope, follows a structured approach, leverages best practices and innovation, and delivers value to the organization and its stakeholders. Reference: ITIL 4 Leader: Digital and IT Strategy, page 47-48
質問 # 22
An organization wants to ensure that all Key stakeholders are aware of the strategic direction and support it. What is the MOST approach to achieve this?
- A. Deliver compulsory strategic awareness sessions regularly
- B. Ensure there is one common communication channel for the strategy
- C. Tallor strategic communications to the stakeholders preferences
- D. Utilize metrics to ensure stall comply with the strategy
正解：C
解説：
Tailoring strategic communications to the stakeholders' preferences is the best approach to ensure that all key stakeholders are aware of the strategic direction and support it. This means that the organization considers the needs, expectations, interests, and preferences of different stakeholders when communicating the strategy. This can help increase stakeholder engagement, understanding, alignment, and buy-in. Reference: ITIL 4 Leader: Digital and IT Strategy, page 10-11
質問 # 23
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. How can we improve operational efficiencies?
- B. How do we get to where we want to be?
- C. What markets do we serve?
- D. How can we reduce costs?
正解：C
解説：
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
質問 # 24
An organization strategy requires them to continually maintain market relevance.
Which approach is the MOST relevant to achieve this objective?
- A. PESTLE analysis
- B. Digital transformation
- C. Customer 360
- D. Employee 360
正解：C
質問 # 25
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
正解：B
解説：
All the organization's stakeholders should contribute to risk assessment because they have different perspectives, insights, and interests in relation to the organization's objectives, activities, and outcomes. Their involvement can help identify, analyze, evaluate, and treat risks more effectively and comprehensively. Reference: ITIL 4 Leader: Digital and IT Strategy, page 59
質問 # 26
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. Simple automation
- B. Technology replacement modernization
- C. Intelligent automation
- D. Complex automation
正解：A
解説：
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
質問 # 27
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. Employment laws effecting service provider staff
- B. A mixed demographic of users with varied levels of IT skills
- C. Well-trained service desk staff with a broad set of skills
- D. Knowledge and understanding of potential Innovative technology
正解：D
質問 # 28
An organization is planning a large scale digital transformation programme to significantly improve its digital capabilities. Which Is the BUT approach for defining and implementing this programme?
- A. A digital task force should be appointed to define and Implement me programme
- B. individual initiatives should be defined and implemented separately
- C. The Chief Digital Officer should define and implement the programme
- D. The organization's governing body should define and implement the programme
正解：A
質問 # 29
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. Erosion
- B. Cannibalism
- C. synergism
- D. Concurrence
正解：C
解説：
Synergism is a parallel model that is based on using the income generated by an existing business model to fund a new digital business model until it can fund itself. It is a way of balancing the risks and rewards of innovation and disruption by creating a synergy between the old and the new business models. Reference: ITIL 4 Leader: Digital and IT Strategy, page 39
質問 # 30
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. Ensure service costs are clear to the consumers to help regulate prices
- B. Establish long-term contracts with fixed prices to help secure future Income
- C. Adjust competitive prices for the market and competition
- D. Adopt a short-term Increase in the pricing and margins
正解：C
解説：
Adjusting competitive prices for the market and competition is about setting prices that reflect the value of the services, the demand and supply in the market, and the prices of similar or substitute services offered by competitors. This can help attract customers, increase sales, and gain market share. Reference: ITIL 4 Leader: Digital and IT Strategy, page 81
質問 # 31
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
正解：B
質問 # 32
Which term includes the use of hardware and software to store, retrieve, transmit, and manipulate data?
- A. Digital strategy
- B. Digital business
- C. Digital transformation
- D. Digital technology
正解：D
質問 # 33
Which is NOT an essential consideration when developing a digital strategy?
- A. Understanding which systems will form die digital technology programme
- B. Understanding how to identify potential opportunities
- C. Understanding emerging technologies Hal could affect the organization
- D. Understanding the risks involved with digital opportunities
正解：A
質問 # 34
An organization wants to ensure that all Key stakeholders are aware of the strategic direction and support it.
What is the MOST approach to achieve this?
- A. Deliver compulsory strategic awareness sessions regularly
- B. Ensure there is one common communication channel for the strategy
- C. Tallor strategic communications to the stakeholders preferences
- D. Utilize metrics to ensure stall comply with the strategy
正解：C
質問 # 35
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. Employment laws effecting service provider staff
- B. Knowledge and understanding of potential Innovative technology
- C. A mixed demographic of users with varied levels of IT skills
- D. Well-trained service desk staff with a broad set of skills
正解：D
解説：
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
質問 # 36
Which is a leadership skill that relates to having a digital mindset?
- A. Measuring the success of strategic digital initiatives
- B. Looking at the potential of new tools to meet customer needs
- C. Bulking a rapport with regulators and government officials
- D. Sharing success stories frequently to motivate others
正解：B
質問 # 37
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