ITIL ITIL 4 Strategist Direct and Plan and Improve - ITIL 4 Strategist: Direct, Plan and Improve Exam
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Total 40 questions
Question #1 (Topic: Exam A)
A service provider has established the success factor of: ‘improved availability of wi-fi service’.
Using the SMART model, which is the BEST key performance indicator to use to measure this?
Using the SMART model, which is the BEST key performance indicator to use to measure this?
A. 10% increase in resolution of wi-fi incidents within target time by the end of quarter 3
B. 5% reduction in number of complaints to the service desk by the end of the year
C. 5% increase in user satisfaction scores for the wi-fi service
D. Increase in wi-fi service reliability by the end of quarter 2
Answer: A
Question #2 (Topic: Exam A)
A company is starting a digital transformation effort that will require significant changes in how IT must operate. The CIO hired consultants to assess the IT department, and they identified a number of improvements that would increase customer value.
Which approach would BEST prioritize improvement outcomes?
Which approach would BEST prioritize improvement outcomes?
A. Prioritize outcomes that can be achieved with the least effort, which will help create momentum for future improvements
B. Prioritize outcomes that impact staff the least, which will help staff develop confidence in making improvements
C. Prioritize outcomes that move the organization closer to its vision, which will maximize value for all stakeholders
D. Prioritize outcomes that reduce waste the most, which will ensure efficient use of the organization’s resources
Answer: C
Question #3 (Topic: Exam A)
A legacy financial system requires the user to manually enter the time and date of transactions to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are TWO effective controls that could improve compliance?
1. Modify the application to automatically add the current date and time when a transaction is entered
2. Establish a communication plan to remind users of the importance of including the date and time on transactions
3. Develop a goals cascade so that all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take appropriate action to correct them
Which are TWO effective controls that could improve compliance?
1. Modify the application to automatically add the current date and time when a transaction is entered
2. Establish a communication plan to remind users of the importance of including the date and time on transactions
3. Develop a goals cascade so that all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take appropriate action to correct them
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer: D
Question #4 (Topic: Exam A)
A service provider has developed a strategy to increase its revenue by launching a new cloud storage service. This strategy is being cascaded down to the technical teams.
Which is a relevant objective that will support the strategy?
Which is a relevant objective that will support the strategy?
A. Average number of storage access failures per month
B. Increase profit by launching new wi-fi services into new geographic markets
C. Achieve a 10% increase in service requests fulfilled in the target time
D. Design and implement new infrastructure by the end of quarter 2
Answer: D
Question #5 (Topic: Exam A)
A service provider has experienced a number of problems to their cloud storage service that have caused service outages. Problem management have successfully identified the cause of each incident but further improvements to the service are considered necessary.
Which is the BEST example of using the ‘continual improvement model’ to guide improvements to the service?
Which is the BEST example of using the ‘continual improvement model’ to guide improvements to the service?
A. Use the model to identify and compare improvements to the ‘problem management’ practice
B. Use the model to identify and prioritize improvements to the cloud storage service
C. Use the model to restore and recover the cloud storage service each time the service fails
D. Use the model to assess and authorize changes to improve the cloud storage service
Answer: B
