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Peoplecert ITIL 4 Leader: Digital & IT Strategy Exam Sample Questions (Q19-Q24):

NEW QUESTION # 19
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. A mixed demographic of users with varied levels of IT skills
  • B. Well-trained service desk staff with a broad set of skills
  • C. Employment laws effecting service provider staff
  • D. Knowledge and understanding of potential Innovative technology

Answer: D


NEW QUESTION # 20
A service provider a developing an operating model to support a new social media service that enables their business strategy.
They have included the following in the operating model:
* a definition of how suppliers will be Involved in the delivery of the service
* a description of me main performance measures required
Which additional element MUST be included to ensure that the essential themes of the operating model are covered?

  • A. A list of vendors who will provide the components mat form the social media service
  • B. Descriptions of the series of steps for the work that is required to create and support the service
  • C. An inventory of the mam technology components that will be located at the head office data centre
  • D. Definitions of the service management toolsets needed to support the service

Answer: B


NEW QUESTION # 21
Which parallel model is based on using the Income generated by an existing business model to fund a new digital business model until can fund itself?

  • A. Cannibalism
  • B. synergism
  • C. Concurrence
  • D. Erosion

Answer: D


NEW QUESTION # 22
An organization is planning a large scale digital transformation programme to significantly improve its digital capabilities. Which Is the BUT approach for defining and implementing this programme?

  • A. The organization's governing body should define and implement the programme
  • B. A digital task force should be appointed to define and Implement me programme
  • C. individual initiatives should be defined and implemented separately
  • D. The Chief Digital Officer should define and implement the programme

Answer: B


NEW QUESTION # 23
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. Customer feedback
  • B. Omnichannel delivery
  • C. Customer analytics
  • D. Market relevance

Answer: C


NEW QUESTION # 24
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