ITIL 4 DITS Practice Exam

An organization is investigating locations for a new office.

What type of external factors should be analysed to ensure that potential future employees can integrate easily into the overall organization?

• Political

• Economic

• Social

• Legal

Answer explanation

Correct answer: "social"

"Social: A population’s culture, attitudes, norms, values, demographics (such as age, income, location and language), buying trends, mobility, etc." Analysis of the social factors will help to identify whether the local culture and values are a good organizational fit.

A cloud storage provider wants to develop a culture of innovation based on a high tolerance for disruption.

Which is the BEST approach for them to adopt?

• Implement new communication technology that will sufficiently increase income to achieve a target set by the financial department

• Implement many regular changes to the storage app and accept that some will fail but others will help to maintain their high market share

• Invest in a new version of the storage app in order to avoid losing their position in the cloud storage market

• Invest in new data centre infrastructure to maintain their goal of providing highly available and reliable cloud storage services

Answer explanation

Correct answer: "Implement many regular changes to the storage app and accept that some will fail but others will help to maintain their high market share"

Making many changes to the storage app is an example of accepting uncertainty and therefore matches with the service provider's desire to develop a culture of innovation based on a high ability to tolerate disruption.

An organization has a number of legacy services that they need to maintain because of regulatory requirements. There are no plans to invest in improvements to these services. They plan to invest in some new services to support growing areas of the business.

What is the BEST reason for them to create and maintain a service portfolio?

• To compare the business cases for the various new services, so that investment will be focused on these services, as required by the strategy

• To compare the cost and value of each service in order to direct investment to where it is needed, even if this means investing in legacy services

• To justify improvements to the legacy services in order to protect the key revenue streams of the organization

• To provide information about customer and user experience to help plan improvements

Answer explanation

Correct answer: "To compare the cost and value of each service in order to direct investment to where it is needed, even if this means investing in legacy services"

"Portfolio management identifies and tracks investment in every service and product at every stage of its lifecycle, and links that investment to the anticipated and achieved value. The portfolio management practice is a valuable strategic tool that informs decisions on how to balance investment between new initiatives and existing operations." This organization needs to balance the cost of supporting the legacy services with the cost of investing in new services, a portfolio is the ideal tool to support this.

Which BEST describes an organization’s vision?

• It describes an organization’s reason to exist

• It describes the value an organization aims to create

• It describes specific strategic objectives and initiatives

• It describes what an organization would like to become in the future

Answer explanation

Correct answer: "It describes what an organization would like to become in the future"

“A vision is a defined aspiration of what an organization would like to become in the future.”

An IT service provider has defined value streams to create products and services. A senior manager wants to extend this work to create an operating model, and is writing a business case to support this.

Which is the MOST important benefit that the senior manager should include in the business case?

• An operating model will ensure that suppliers meet their contracts, so that the service provider can create products and services

• An operating model will help with understanding what organization structure and people are needed to create products and services

• An operating model will help with understanding the sets of activities needed to create each product and service

• An operating model will ensure that the service provider can describe the features of the products and services that provide value to customers

Answer explanation

Correct answer: "An operating model will help with understanding what organization structure and people are

needed to create products and services"

An operating model will help the organization understand "the organization structure, skill sets, decision structures, and process and practice ownership required to do the work in the value streams."

An organization that sells apps to consumers is planning a strategy to disrupt a market by focusing on customer relevance.

Which is the BEST approach to adopt?

• Implement a new workflow management tool to support the sales department

• Respond to trends by offering deals that provide more frequent app upgrades

• Utilize digital technology to optimize the app development and deployment processes

• Reorganize the service desk to increase support hours and expand user access channels

Answer explanation

Correct answer: "Respond to trends by offering deals that provide more frequent app upgrades"

This answer focuses on improving the customer experience and attempting to increase their engagement. "Organizations focusing on customer or market relevance as a basis for disruption will try to change the basic customer experience, customer journey, and behaviour of customers, influencing their demand for new products or how they engage with the organization."

An organization wants to improve its operational excellence by encouraging innovation in how services are managed. The research and development team are very innovative, but they usually focus on new products and services. The operations team are highly skilled, but do not have the money or people needed to focus on innovation.

How should the organization ensure that resources are available for operational innovations?

• Provide the research and development team with an additional budget so that they can develop operational innovations

• Provide the operations team with additional budget so that they can develop operational innovations

• Move some of the existing operations team into the research and development team so that they will have time to develop innovations

• Create an additional team and provide the time and staff so that they can develop operational innovations

Answer explanation

Correct answer: "Provide the operations team with additional budget so that they can develop operational

innovations"

"Every operational budget and every employee’s objectives should include some level of innovative activity." The operations team are highly skilled, so additional budget would enable them to add more staff so that some of them can focus on innovation.

Which approach to innovation involves a service provider utilizing existing assets and low investment to increase their market share?

• Leverage

• Ability to tolerate disruption

• Incentive to innovate

• Overall driver

Answer explanation

Correct answer: "Leverage"

Leverage is the balanced approach to innovation that provides a large amount of benefit from a relatively small investment. "This is the ratio between the size of the innovation (measured in cost, effort, or organizational impact) and the outcome achieved."

A service provider has documented their purpose and how they will achieve it.

Which term is used to described this?

• Digital organization

• Business strategy

• Product and service portfolio

• Digital transformation

Answer explanation

Correct answer: "Business strategy"

"Business strategy is how an organization defines and achieves its purpose."

An organization hired a team of external consultants to produce a digital readiness assessment. The consultants spent several weeks conducting interviews and collecting information. The scope of the assessment included:

• Governance, management, and culture

• Technology, people, processes, and partnerships

The report included detailed numerical data of hundreds of different aspects of digital readiness, and was used to create a strategy. When the organization tried to implement this strategy, it was clear that the consultants had not understood the organization, and the markets where they operate.

Which is the MOST LIKELY cause of this issue?

• The assessment failed to consider strategy and leadership

• The assessment was too simple

• The assessment was too focused on technology

• The assessment was overcomplicated

Answer explanation

Correct answer: "The assessment was overcomplicated"

The question states that the assessment took a number of weeks and a detailed report was produced providing evidence that the assessment was overcomplicated. It is often the case that a detailed assessment considering multiple aspects and too much rigor can produce a false result of maturity. "Overly complex maturity models attempt to convince the organization of the validity of the findings and recommendations, by applying false rigour to subjective criteria."