Pass the PeopleCert ITIL 4 Strategic Leader ITIL-4-DITS Questions and answers with ExamsMirror

Synergism is a parallel model that is based on using the income generated by an existing business model to fund a new digital business model until it can fund itself. It is a way of balancing the risks and rewards of innovation and disruption by creating a synergy between the old and the new business models. References: ITIL 4 Leader: Digital and IT Strategy, page 39

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

Digital transformation is the most relevant approach to achieve the objective of continually maintaining market relevance. It is about using digital technology to create new or modify existing business processes, culture, and customer experiences to meet changing market needs and expectations. It also helps to create value, enhance competitiveness, and foster innovation. References: ITIL 4 Leader: Digital and IT Strategy, page 5

Management of staff skills and competence is what the organization needs for the digital transformation to succeed. This means that the organization ensures that its staff have the necessary skills and competence to support the digital transformation and deliver value to customers. This can involve training, development, coaching, mentoring, recruitment, retention, and motivation of staff. References: ITIL 4 Leader: Digital and IT Strategy, page 68-69

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The first step in building a measurement and evaluation system is to clearlydefine 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.

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Innovation, as described in ITIL 4 Leader: Digital & IT Strategy, involvesintroducing new ways of creating value—this includes adopting entirely new service creation models, delivery mechanisms, or business practices. The key term in the question is "completely new," which distinguishes it from incremental transformation. Operational technology (B) is a type of technology. Ecosystem disruption (C) involves market-level changes, not internal shifts.

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ITIL 4 Leader: Digital & IT Strategy emphasizes the importance of customer analytics in understanding behavior and identifying improvement opportunities. The most insightful approach involvescorrelating diverse data sets, such as product/service usage, support interactions, and environmental or contextual factors (e.g., time of day, device type, geography). This holistic view helps uncover root causes of customer pain points and new service demands. While options C and D represent useful sources of data, A provides a more integrated and strategic analytical approach. B is incorrect, as subjective feedback can also yield valuable insights.

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The scenario describes how the organization is using innovation toradically change industry norms—providing services more efficiently and at lower cost than competitors in a regulated field. According to ITIL 4, this is a clear example of anindustry disruption—when innovation significantly alters the dynamics, expectations, or operational models across an entire sector. Ecosystem disruption involves broader stakeholder networks, market relevance is an outcome of this, and external focus is a strategic perspective, not a descriptor of the change itself.

A digital task force is a cross-functional team that is responsible for defining and implementing a large scale digital transformation programme. This can help ensure that the programme is aligned with the organization’s vision and strategy, has clear objectives and scope, follows a structured approach, leverages best practices and innovation, and delivers value to the organization and its stakeholders. References: ITIL 4 Leader: Digital and IT Strategy, page 47-48

Digital technology includes the use of hardware and software to store, retrieve, transmit, and manipulate data. It is one of the components of digital transformation, which is the use of digital technology to create new or modify existing business processes, culture, and customer experiences. Digital strategy is the plan for how an organization will use digital technology to achieve its goals and objectives. Digital business is the business model that leverages digital technology to create value for customers and stakeholders. References: ITIL 4 Leader: Digital and IT Strategy, page 5-6