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質問 # 17
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 low risk
- B. The innovation is low cost
- C. The innovation will deliver significant benefit for the organization
- D. The innovation is essential for the a organization to survive
正解：B
質問 # 18
An organization has established a dear vision for digital transformation and has started their transformation journey. They have documented al their value streams and started to improve these. They use technology appropriately to maximize customer experience and operational excellence. They understand and manage risks, and they have a comprehensive approach to Identifying and using innovative Ideas.
What else do they need lot the digital transformation to succeed?
- A. Management of staff skills and competence
- B. Improved use of automation
- C. Linked processes and practices to value creation
- D. Management of threats and opportunities
正解：A
解説：
Management of staff skills and competence is what the organization needs for the digital transformation to succeed. This means that the organization ensures that its staff have the necessary skills and competence to support the digital transformation and deliver value to customers. This can involve training, development, coaching, mentoring, recruitment, retention, and motivation of staff. Reference: ITIL 4 Leader: Digital and IT Strategy, page 68-69
質問 # 19
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. Utilize metrics to ensure stall comply with the strategy
- B. Deliver compulsory strategic awareness sessions regularly
- C. Ensure there is one common communication channel for the strategy
- D. Tallor strategic communications to the stakeholders preferences
正解：D
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 # 20
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 reduce costs?
- B. How can we improve operational efficiencies?
- C. What markets do we serve?
- D. How do we get to where we want to be?
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 # 21
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. Utilize metrics to ensure stall comply with the strategy
- B. Deliver compulsory strategic awareness sessions regularly
- C. Ensure there is one common communication channel for the strategy
- D. Tallor strategic communications to the stakeholders preferences
正解：D
質問 # 22
Which statement is CORRECT about risk management in digital organizations?
- A. All the organization's slaveholders should contribute to risk assessment
- B. All risks could cause harm to the organization if they are not managed
- C. All risk management efforts should focus on assets owned by the organization
- D. All risk management should start by assessing the current state
正解：A
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 # 23
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, high risk appetite
- B. High risk capacity, high risk appetite
- C. High risk capacity, low risk appetite
- D. Low risk capacity, low risk appetite
正解：A
質問 # 24
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. Adjust competitive prices for the market and competition
- B. Adopt a short-term Increase in the pricing and margins
- C. Ensure service costs are clear to the consumers to help regulate prices
- D. Establish long-term contracts with fixed prices to help secure future Income
正解：A
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 # 25
Which is NOT an essential consideration when developing a digital strategy?
- A. Understanding the risks involved with digital opportunities
- B. Understanding how to identify potential opportunities
- C. Understanding emerging technologies Hal could affect the organization
- D. Understanding which systems will form die digital technology programme
正解：D
質問 # 26
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. Elimination of waste
- D. Organizational resilience
正解：C
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 # 27
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. Complex automation
- B. Intelligent automation
- C. Technology replacement modernization
- D. Simple automation
正解：D
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 # 28
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 low cost
- B. The innovation is low risk
- C. The innovation is essential for the a organization to survive
- D. The innovation will deliver significant benefit for the organization
正解：D
解説：
The innovation will deliver significant benefit for the organization is a reason why an organization might choose to implement an innovation even though it does not meet its minimum requirement for "return on investment" (ROI). This means that the organization values the long-term or intangible benefits of the innovation more than the short-term or financial returns. For example, the innovation might enhance customer satisfaction, brand reputation, market share, or social impact. Reference: ITIL 4 Leader: Digital and IT Strategy, page 27-28
質問 # 29
Which is an example of industry disruption?
- A. 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
- B. An organization transitioned a large number of its services to a cloud provider to remain competitive In their market
- C. A service provider has launched a new app to support collaboration that is easy to use, and is popular with consumers from many markets
- 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
正解：D
解説：
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
質問 # 30
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, high risk appetite
- B. High risk capacity, high risk appetite
- C. High risk capacity, low risk appetite
- D. Low risk capacity, low risk appetite
正解：A
解説：
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
質問 # 31
Which term includes the use of hardware and software to store, retrieve, transmit, and manipulate data?
- A. Digital technology
- B. Digital strategy
- C. Digital transformation
- D. Digital business
正解：A
解説：
Digital technology includes the use of hardware and software to store, retrieve, transmit, and manipulate data. It is one of the components of digital transformation, which is the use of digital technology to create new or modify existing business processes, culture, and customer experiences. Digital strategy is the plan for how an organization will use digital technology to achieve its goals and objectives. Digital business is the business model that leverages digital technology to create value for customers and stakeholders. Reference: ITIL 4 Leader: Digital and IT Strategy, page 5-6
質問 # 32
Which statement about metrics is CORRECT?
- A. Legging metrics report what has been achieved
- B. Lagging metrics predict what a is likely to happen in the future
- C. Lagging metrics are easy to measure and to influence
- D. Leading metrics ate difficult to measure, but easy to Influence
正解：A
解説：
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
質問 # 33
An organization strategy requires them to continually maintain market relevance.
Which approach is the MOST relevant to achieve this objective?
- A. Digital transformation
- B. Customer 360
- C. PESTLE analysis
- D. Employee 360
正解：B
質問 # 34
Which term includes the use of hardware and software to store, retrieve, transmit, and manipulate data?
- A. Digital technology
- B. Digital strategy
- C. Digital transformation
- D. Digital business
正解：A
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. Well-trained service desk staff with a broad set of skills
- B. Knowledge and understanding of potential Innovative technology
- C. Employment laws effecting service provider staff
- D. A mixed demographic of users with varied levels of IT skills
正解：A
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 the BEST description of the relationship between organization's products, services, and resources?
- A. An organization's services ate based on the organization's products
- B. An organization's resources are combinations of the organization's services
- C. An organization's products are required for the execution of an activity
- D. An organization's resources are combinations of the organization's products
正解：C
解説：
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
質問 # 37
Which statement is CORRECT about risk management in digital organizations?
- A. All the organization's slaveholders should contribute to risk assessment
- B. All risks could cause harm to the organization if they are not managed
- C. All risk management efforts should focus on assets owned by the organization
- D. All risk management should start by assessing the current state
正解：A
質問 # 38
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. Knowledge and understanding of potential Innovative technology
- D. Well-trained service desk staff with a broad set of skills
正解：C
質問 # 39
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