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Peoplecert ITIL 4 Leader: Digital & IT Strategy Exam Sample Questions (Q10-Q15):

NEW QUESTION # 10
Which is the BEST description of digital business?

A. Using processes that transform something from analogue to digital format
B. Using digital technology to control physical devices
C. Using digital technology as a basis for conducting an organization's activities
D. Using information systems to store, retrieve, transmit, and manipulate digital data

Answer: C

NEW QUESTION # 11
An insurance company generates sales from its website, from agents in a call center, and from third parties working for other financial service organizations. The product is very product is very popular and users are generally satisfied. The organization regularly collects and analysis data about service consumers, and this shows users have different levels of satisfaction, depending on how the product was sold.
What should the insurance company consider NEXT to help resolve the situation?

A. Market relevance
B. Omnichannel delivery
C. Customer feedback
D. Customer analytics

Answer: D

NEW QUESTION # 12
An organization is aiming to use an innovative social media platform to improve engagement with young consumers.
What should the organization's strategy focus on?

A. Market relevance supported by ecosystem disruption
B. Operational excellence supported by customer and market relevance
C. Ecosystem disruption supported by operational excellence
D. Customer and market relevance supported by operational excellence

Answer: D

NEW QUESTION # 13
An organization works in a very competitive market. They have grown very fast because they were able to adapt their products and services very quickly as the internal and external conditions changed. To be successful in the long term, they now need to reduce costs and improve efficiency.
Which characteristic should they focus on to achieve this?

A. Agile
B. Continuous
C. Resilient
D. Lean

Answer: D

NEW QUESTION # 14
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. Well-trained service desk staff with a broad set of skills
C. A mixed demographic of users with varied levels of IT skills
D. Knowledge and understanding of potential Innovative technology

Answer: B

Explanation:
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

NEW QUESTION # 15
......

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