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 #11 (Topic: Exam A)
An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use.
What would be a suitable SMART KPI for measuring this improvement?
What would be a suitable SMART KPI for measuring this improvement?
A. A significant number of user interface improvements implemented over the next six months
B. User satisfaction with the application measured in a monthly survey increases by 30% over the next six months
C. Customer satisfaction with the application measured by using net promoter score increases by 5% each year
D. Usability of the application evaluated by the application manager improves from “poor” to “good” over the next six months
Answer: B
Question #12 (Topic: Exam A)
The manager of a team of highly-skilled professionals often handles challenging problems personally in an effort to demonstrate expertise.
Which TWO are the MOST LIKELY consequences of this behaviour?
1. Decisions take longer
2. Employee morale improves
3. Decisions are made quickly
4. Employee morale suffers
Which TWO are the MOST LIKELY consequences of this behaviour?
1. Decisions take longer
2. Employee morale improves
3. Decisions are made quickly
4. Employee morale suffers
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Answer: D
Question #13 (Topic: Exam A)
A project team recently delivered a new service on time and to specification. However, the team encountered a number of issues during the project that resulted in an increase in the resources utilized. The project is about to close and the project team will immediately move on to the next project.
Which is the BEST way to avoid similar issues in the future?
Which is the BEST way to avoid similar issues in the future?
A. Create a lessons learned report when closing the project
B. Complete a SWOT analysis before starting the next project
C. Conduct a customer satisfaction analysis at the end of the project
D. Develop a stakeholder communication plan before starting the next project
Answer: A
Question #14 (Topic: Exam A)
When planning a new service, which three factors should be considered when defining the value that the service will create?
A. Efficiency, effectiveness and outcomes
B. Measures, methods and metrics
C. Cost, risks and outcomes
D. Goals, success factors and key performance indicators
Answer: C
Question #15 (Topic: Exam A)
An organization is mapping a value stream for an IT service. In the current map, the same activity is repeated multiple times. When identifying opportunities to remove waste from the value streams, it has been determined that several days could be removed from the delivery time by eliminating repeated work.
What is this an example of?
What is this an example of?
A. Cascading goals through the organization
B. Building value chains on effective practices
C. Optimizing a workflow through the organization
D. Establishing clear objectives for assessments
Answer: C
