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

Comprehensive and Detailed Explanation From Exact Extract:

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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PESTLE analysis examines external environmental factors—Political, Economic, Social, Technological, Legal, and Environmental—that affect the organization. Given the scenario includes customers in a regulated environment and IT service delivery expectations, the most relevant factor is changinggovernment policieson secure IT systems (Political/Legal). These directly affect service compliance and must be considered in strategic planning. Options A and C are internal operational considerations. Option D, while important for sustainability, is less immediately relevant than regulatory compliance.

Descriptions of the series of steps for the work that is required to create and support the service are part of the essential themes of the operating model. They define how value is created and delivered through value streams and processes. They also help align the work with the strategy, vision, and goals of the organization and its stakeholders. References: ITIL 4 Leader: Digital and IT Strategy, page 19-20

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Digital technology is described in ITIL 4 as the convergence ofinformation technology (IT)andoperational technology (OT). This includes systems that control physical devices, processes, and infrastructure combined with traditional IT systems to enable end-to-end digital capabilities. Option B directly reflects this definition. Option C refers to a digital business, not digital technology. Option D is too narrow and option A misidentifies digital technology as an organizational function.

What markets do we serve? is the best question to support the objective of ensuring that the strategy sufficiently addresses the external perspective. It helps to understand the current and potential customers, segments, needs, expectations, and preferences of the markets that the organization operates in or wants to enter. It also helps to identify the opportunities, threats, and trends in the external environment that can affect the organization’s strategy. References: ITIL 4 Leader: Digital and IT Strategy, page 7-8

A low risk capacity means that an organization cannot afford the loss that comes from taking risks that go wrong, while a high risk appetite means that an organization is willing to take those risks anyway. This situation can lead to big losses and unsustainable outcomes. References: ITIL 4 Leader: Digital and IT Strategy, page 57

Looking at the potential of new tools to meet customer needs is a leadership skill that relates to having a digital mindset. It shows curiosity, openness, and willingness to explore and adopt new technologies that can enhance customer value and experience. It also demonstrates a customer-centric and innovative approach to digital transformation. References: ITIL 4 Leader: Digital and IT Strategy, page 25-26

Comprehensive and Detailed Explanation From Exact Extract:

The ITIL 4 Leader: Digital & IT Strategy guidance promotes a strategic approach to digital risk-taking. While completely avoiding digital risks (C) can lead to stagnation, the best path is to takesmall, calculated risks(D), allowing for innovation with managed exposure. This enables agility while minimizing negative impacts. Over-investing (B) or having a narrow focus on internal assets (A) does not provide a balanced or strategic view of digital risk management.

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Digital readiness assessments evaluate whether an organization is equipped to succeed in a digital strategy environment. A key component isstaff 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.

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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.