An organization identified activities that are performed by many different people who follow detailed
procedures to ensure they carry out all the steps. The procedures are very clear, and if staff follow
the exact steps in the procedure then the results are always good, but this takes a lot of time.
Correct Answer: A
Question 2
What is the FIRST step in creating a measurement and evaluation system?
Correct Answer: B
Explanation:
Explanation: Comprehensive and Detailed Explanation From Exact Extract: The first step in building a measurement and evaluation system is to clearly define the objectives . According to ITIL 4, defining objectives establishes the purpose and direction for measurement—ensuring that metrics, success factors, and KPIs are aligned with what the organization is trying to achieve. Without clear objectives, measurement activities may lack relevance or focus. Therefore, option B is the correct starting point in a structured measurement system. [Reference: ITIL 4 Leader: Digital & IT Strategy – Section 5.5 “Measuring Strategy and Success,” p. 95–97., —]
Question 3
An organization is performing a digital readiness assessment. The results of areas that have been assessed are: • The value streams for creating and maintaining digital services are clearly defined • There is a need to improve how automation is used to create digital services • The organization's attitude to risk does not match their digital strategy Which other area should be assessed?
Correct Answer: C
Explanation:
Comprehensive and Detailed Explanation From Exact Extract: Digital readiness assessments evaluate whether an organization is equipped to succeed in a digital strategy environment. A key component is staff capability and learning culture —whether the workforce has the skills, knowledge, and mindset needed for digital transformation. ITIL 4 stresses that organizational learning, upskilling, and leadership development are vital to readiness. Option C aligns directly with this. The other options focus on security, investment, or operations—not strategic capability building. [Reference: ITIL 4 Leader: Digital & IT Strategy – Section 3.7 “Digital Readiness Assessment,” p. 56–59, , ]
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