5. At a hospital, IT staff notice during their regular service reviews that there have been fewer disruptions to critical systems since they started following ITIL practices. What does this say about the framework?

• It empowers patients to manage their appointments independently

• It strengthens backend reliability and service uptime

• 5. It replaces the need for manual updates during off-hours

• ITIL is better for long-term planning than for practical feedback

3. A regional health system finds that its ITIL-based telehealth rollout consistently meets performance targets, even across different departments. What’s a reason for this success?

• 3. The performance metrics were chosen by IT leadership

• ITIL improves consistency through repeatable processes

• ITIL focuses too much on internal systems, not community-based testing

• 3. ITIL minimizes the need for collaboration with non-tech staff

After launching a new telehealth platform, hospital staff express confusion about their roles and how to use the new system effectively, despite the project following ITIL principles. What limitation of ITIL does this point to?

• Staff weren’t trained with simulation tools

• ITIL doesn’t address staff readiness for new tools

• The change plan lacked a staff-led training model

• ITIL doesn’t gather feedback from users post-launch

1. A hospital uses ITIL to launch a telehealth platform and finds it easier to coordinate between technical and administrative teams. What strength of ITIL does this show?

• 1. ITIL reduces the need for external oversight

• 1. ITIL helps standardize team coordination

• 1. ITIL avoids overlap by centralizing care teams under IT leadership

• 1. ITIL requires less training because its steps are intuitive

A hospital implements a telehealth platform that operates with high technical reliability. However, patients like Michael and Kai consistently report feeling emotionally disconnected from their healthcare providers during virtual consultations. What key limitation does this highlight in the ITIL framework?

• A. A service desk could have offered empathy training

• B. ITIL doesn’t address the human side of care

• C. A patient narrative program was missing from onboarding

• D. Virtual communication lacked emotional design features

A health system using ITIL for telehealth cannot quickly adapt its workflows when community needs change dramatically during a public health crisis. What does this reveal about ITIL’s flexibility?

• The release cycle was too short for user testing

• ITIL isn’t built for rapid patient behavior changes

• ITIL lacks flexibility for local regulations

• Service updates were controlled only by IT staff

Abigail is part of a team building a telehealth tool based on ITIL principles. The team struggles to balance the priorities of their tech team with those of their clinical staff. What does this tension suggest about the framework?

• Clinical leads weren’t trained in user-centered methods

• ITIL emphasizes tech operations more than clinical care

• The team didn’t use a patient-centered design sprint

• The platform was only tested in simulated environments

5. At a local hospital, IT staff notice fewer service disruptions during their regular service reviews since following ITIL. What does this say about the framework?

• 5. It directs more investment toward automation than personalization

• 5. It strengthens backend reliability and service uptime

• 5. It replaces the need for manual updates during off-hours

• 5. It empowers patients to manage their appointments independently

James leads a telehealth initiative built with ITIL, but it fails to engage low-income or rural populations effectively. What broader issue within ITIL does this outcome reflect?

• ITIL values automation over empathy in care

• ITIL doesn’t address disparities in access

• ITIL focuses more on global benchmarks than local needs

• ITIL is geared toward system performance, not lived experience

7. After implementing ITIL, a hospital's telehealth program notices improved communication between the IT, operations, and legal departments. What part of ITIL supports this improvement?

• 7. User data sharing standards are built in

• 7. ITIL improves cross-team clarity through defined roles

• 7.  ITIL modules automatically align with healthcare law

• 7. Implementation stages include external PR coordination