ITIL 4 DITS Chapter 3

Which is the correct definition for vision?

• The current-state picture of what problems the organization solves for consumers, how consumers interact with the organization’s products and services, and what the organization’s people, their skills, and overall structure look like.

• The future-state picture of what problems the organization will solve for consumers, how consumers will interact with the organization’s products and services, and what the organization’s people, their skills, and overall structure will look like.

• The future-state picture of what solutions the organization will propose for consumers, how consumers will consume the organization’s products and services, and what the organization’s people, their skills, and overall structure will look like.

• The future-state version of what problems the organization will have, which consumers will be accommodated, and what the organization’s people, their skills, and overall structure will be hired.

Whish is NOT a type of digital disruption?

• Organizational disruption

• Environmental disruption

• Ecosystem disruption

• Market disruption

Which best describes an ecosystem disruption?

• A change impacts the political environment where an organization runs its business

• A change impacts an industry or a group of related industries

• A change impacts organizations across multiple industries and markets

• A change is impacting one or more markets

______ is described as a group of organizations engaged in the same type of business activity or the production of similar products or services.

• Market

• Organizations

• Ecosystem

• Industry

Industry disruption is achieved by which action?

• Spinning of a new organization to explore a new line of business

• Using technology to grow market share to supplant or acquire competitors

• Spinning of a new organization to perform research and development

• Using technology to decrease capital or operational costs of service provision

Which is NOT a usual result of a market disruption?

• Replication of the disruption in a new market

• Repurposing the disruption to explore another geography

• Similar organizations start to replicate in another market or location

• Adoption of a novel technology

To maintain business operations, how does an organization respond to threats such as external disruptions?

• Organizational disruption

• Ecosystem disruption

• Market disruption

• Industry disruption

Which is true about digital disruptions?

• Operational excellence always result to minimized impact of disruptions

• There must be a balanced strategic focus in responding to digital disruptions

• The digital disruptions are caused by PESTLE factors and need to be responded to with the four dimensions of service management

• Digital disruptions are caused by internal factors

Which is an example of operational excellence?

• An organization that provides users with multi-channel delivery of service

• An organization that uses self-service to enable staff to focus on higher levels of decision making

• An organization that deploys customer feedback forms after each transaction

• An organization that uses user-centered design for its mobile products

Which is NOT a focus of customer/market relevance?

• Changing the customer experience through new or better products, services or systems of engagement

• Improving the service quality and performance of the delivery teams

• Understanding and changing or better supporting the customer journey

• Identifying who their consumers are and adapting to consumers as their needs or aspirations change