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Download DemoVendor: ITIL
Certifications: ITIL 4 Strategic Leader
Exam Code: ITIL-DITS
Exam Name: ITIL 4 Leader: Digital & IT Strategy
Updated: Apr 19, 2024
Q&As: 30
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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 analytics
D. Customer feedback
Correct Answer: B
Omnichannel delivery is about providing a consistent and seamless customer experience across different channels and touchpoints. This can help increase customer satisfaction, loyalty, and retention. The insurance company should consider how to align and integrate its different sales channels to deliver a unified and coherent service to its customers. References: ITIL 4 Leader: Digital and IT Strategy, page 17
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. Ecosystem disruption supported by operational excellence
B. Market relevance supported by ecosystem disruption
C. Customer and market relevance supported by operational excellence
D. Operational excellence supported by customer and market relevance
Correct Answer: C
Customer and market relevance is about understanding and meeting the needs and expectations of customers and markets, especially in a dynamic and competitive environment. Operational excellence is about delivering services efficiently and effectively, with high quality and reliability. An innovative social media platform can help improve engagement with young consumers by enhancing customer and market relevance, while operational excellence can support the delivery of the platform and its services. References: ITIL 4 Leader: Digital and IT Strategy, page 15-16
An organization has started a digital transformation programme, and wants to create a culture of innovation. This month, the CIO plans to deliver a presentation on how chatbots can improve the customer registration experience. Which approach is the CIO using to support the programme?
A. Encouraging digital technology opportunities
B. Establishing a mantel intelligence culture
C. Giving employees time for training and development
D. Working with workflow and talent management
Correct Answer: A
Encouraging digital technology opportunities is the approach that the CIO is using to support the programme of creating a culture of innovation. This means that the CIO is promoting and facilitating the exploration and adoption of new digital technologies that can create value for the organization and its customers. By delivering a presentation on how chatbots can improve the customer registration experience, the CIO is demonstrating how digital technology can enable innovation and enhance customer value. References: ITIL 4 Leader: Digital and IT Strategy, page 25-26
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