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ITIL 4 SL study materials
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ITIL 4 SL practice questions

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Question 1ITIL 4 Leader: Digital and IT Strategy (DITS)

The acronym VUCA is used to describe the conditions in which digital organizations now operate. Which expansion of the acronym is correct?

  1. Variable, unified, controlled, agile
  2. Value-driven, user-centred, collaborative, autonomous
  3. Visible, urgent, competitive, adaptive
  4. Volatile, uncertain, complex, ambiguous Correct answer.

Explanation

VUCA stands for volatility, uncertainty, complexity and ambiguity, and it is used to characterize the disruptive, fast-moving environments in which digital strategies are formed. Leaders respond to VUCA conditions by shortening planning cycles and building adaptability into strategy.

Question 2ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement best describes digital disruption?

  1. The scheduled maintenance window used to update core infrastructure
  2. The change in value of existing offerings caused by digital technology Correct answer.
  3. A programme for retiring legacy systems and migrating them to cloud hosting
  4. A governance forum that approves new technology investment

Explanation

Digital disruption occurs when digital technology and new business models change the value of existing products, services or markets, often eroding the position of established players quickly. It is a market effect, not an internal IT programme or a governance activity.

Question 3ITIL 4 Leader: Digital and IT Strategy (DITS)

A strategy that takes shape through a pattern of decisions made over time, rather than being fully documented in advance, is described as:

  1. Portfolio strategy, because it balances investment across products
  2. Prescriptive strategy, because it follows a fixed planning cycle
  3. Emergent strategy, because it develops from decisions over time Correct answer.
  4. Deliberate strategy, because it is documented in advance

Explanation

Mintzberg distinguishes deliberate strategy, which is intended and planned, from emergent strategy, which forms from a stream of decisions and actions as circumstances change. Realized strategy is the blend of the two, so digital strategies are typically allowed to emerge and be adapted.

Question 4ITIL 4 Leader: Digital and IT Strategy (DITS)

An organization runs its existing services efficiently while at the same time exploring and scaling new digital offerings. Which term describes this capability?

  1. Bimodal delivery, because it separates fast and slow streams of work
  2. Federated governance, because it distributes decision rights to units
  3. Ambidexterity, because it both exploits and explores Correct answer.
  4. Divisional structure, because it separates business units from each other

Explanation

Organizational ambidexterity is the ability to exploit current capabilities for efficiency while simultaneously exploring new opportunities for growth. ITIL 4 treats this as an organizational capability rather than as separate 'modes' of IT.

Question 5ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement describes the purpose of the strategy management practice?

  1. Formulating goals and the actions and resources to reach them Correct answer.
  2. Balancing the mix of programmes, projects, products and services
  3. Managing the people side of change so that benefits last
  4. Reducing uncertainty in decisions through measurement and reporting

Explanation

Strategy management formulates the organization's goals and adopts the courses of action and allocation of resources needed to achieve them. The other options describe portfolio management, measurement and reporting, and organizational change management respectively.

Question 6ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement describes the purpose of the portfolio management practice?

  1. To keep the right mix of programmes, projects, products and services Correct answer.
  2. To ensure suppliers and their performance are managed appropriately
  3. To explain the elements of a system and how they interrelate
  4. To define the organization's goals and the resources required to meet them

Explanation

Portfolio management ensures that the organization has the right mix of programmes, projects, products and services to execute its strategy within funding and resource constraints. It links strategic intent to the investment decisions that deliver it.

Question 7ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement defines risk appetite?

  1. The recorded set of risks with their owners and current status
  2. The process of identifying, analysing and evaluating risks
  3. The amount and type of risk an organization is willing to accept Correct answer.
  4. The maximum level of risk the organization could absorb before it fails

Explanation

Risk appetite is the amount and type of risk an organization is willing to accept in pursuit of its objectives. Risk capacity is the maximum it could absorb, a risk register records risks, and risk assessment is the identification and evaluation process.

Question 8ITIL 4 Leader: Digital and IT Strategy (DITS)

A retailer buys cyber-insurance to cover the financial cost of a potential data breach. Which risk response has been chosen?

  1. Risk mitigation
  2. Risk avoidance
  3. Risk transfer Correct answer.
  4. Risk acceptance

Explanation

Risk transfer shifts the financial consequences of a risk to a third party, typically through insurance or contractual arrangements. The risk itself still occurs; only the cost impact is shared with another party.

Question 9ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement describes the purpose of the organizational change management practice?

  1. Assessing the cost and benefit of proposed investments
  2. Controlling changes to IT infrastructure through formal approval
  3. Planning the sequence of projects in a transformation programme
  4. Managing the people side of change so that benefits are realized Correct answer.

Explanation

Organizational change management addresses the people aspects of change so that changes are implemented smoothly and lasting benefits are achieved. Managing technical change, sequencing projects and appraising investments are different practices.

Question 10ITIL 4 Leader: Digital and IT Strategy (DITS)

In the ADKAR model of individual change, which element refers to the demonstrable capability to perform the new way of working?

  1. Awareness
  2. Reinforcement
  3. Ability Correct answer.
  4. Desire

Explanation

ADKAR moves from awareness of the need for change, through desire and knowledge, to ability, which is the demonstrated capability to perform in the new way. Reinforcement then sustains the change.

Question 11ITIL 4 Leader: Digital and IT Strategy (DITS)

Which capability sits within the social awareness domain of emotional intelligence?

  1. Self-confidence
  2. Self-control
  3. Influence
  4. Empathy Correct answer.

Explanation

Social awareness concerns how leaders read other people and organizational context, and empathy is its core capability. Self-confidence and self-control are self-awareness and self-management capabilities, while influence belongs to relationship management.

Question 12ITIL 4 Leader: Digital and IT Strategy (DITS)

In design thinking, which stage is undertaken first?

  1. Empathize Correct answer.
  2. Define
  3. Ideate
  4. Prototype

Explanation

Design thinking begins with empathize, building understanding of users and their needs, before the problem is framed in define and solutions are generated in ideate and tested through prototypes.

Question 13ITIL 4 Leader: Digital and IT Strategy (DITS)

In a lean startup approach, the main purpose of a minimum viable product is to:

  1. Replace the need for a business case and funding approval
  2. Deliver the full intended feature set to a pilot group
  3. Test key assumptions with real users using the least effort Correct answer.
  4. Document requirements in detail before development begins

Explanation

A minimum viable product exposes the smallest version of an idea that allows real learning from users, supporting the build-measure-learn cycle. It exists to test assumptions quickly, not to deliver completeness or to bypass investment governance.

Question 14ITIL 4 Leader: Digital and IT Strategy (DITS)

A new entrant releases a simpler, lower-cost product that initially serves customers overlooked by market leaders and later displaces those leaders. This pattern is called:

  1. Process innovation
  2. Incremental innovation
  3. Sustaining innovation
  4. Disruptive innovation Correct answer.

Explanation

Disruptive innovation starts at the lower end or in neglected segments and improves until it displaces established offerings. Sustaining and incremental innovation instead improve existing products for current customers.

Question 15ITIL 4 Leader: Digital and IT Strategy (DITS)

Which PESTLE factor is represented by a change in data protection legislation?

  1. Legal Correct answer.
  2. Economic
  3. Environmental
  4. Technological

Explanation

Legislation and regulation, including data protection law, are assessed under the legal factor of PESTLE. Economic factors cover markets and costs, technological factors cover new technology, and environmental factors cover ecological conditions.

Question 16ITIL 4 Leader: Digital and IT Strategy (DITS)

In a SWOT analysis, a well-funded competitor launching a superior digital platform represents which element for the organization?

  1. Threat Correct answer.
  2. Opportunity
  3. Weakness
  4. Strength

Explanation

SWOT separates internal strengths and weaknesses from external opportunities and threats. A competitor's advance originates outside the organization and endangers its position, so it is classified as a threat.

Question 17ITIL 4 Leader: Digital and IT Strategy (DITS)

A team states the objective 'become the easiest insurer to buy from' and tracks the percentage of quotes completed in under three minutes. In OKR terms, the percentage is:

  1. A critical success factor
  2. A key result Correct answer.
  3. An objective
  4. A service level target

Explanation

In OKRs the objective is the qualitative, aspirational statement of direction, and key results are the small set of measurable outcomes that show whether it is being achieved. The completion-time percentage quantifies progress towards the stated objective.

Question 18ITIL 4 Leader: Digital and IT Strategy (DITS)

Which balanced scorecard perspective covers employee skills, culture and access to information?

  1. Financial
  2. Internal business process
  3. Learning and growth Correct answer.
  4. Customer

Explanation

The learning and growth perspective addresses the intangible enablers of performance: people capabilities, culture and information capital. The other perspectives cover financial results, process performance and customer outcomes.

Question 19ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement describes the purpose of the measurement and reporting practice?

  1. To allocate funding across the project portfolio
  2. To ensure that the organization's suppliers meet their contractual obligations
  3. To define the architecture of the organization's systems
  4. To support good decisions by reducing uncertainty Correct answer.

Explanation

Measurement and reporting supports good decision-making and continual improvement by decreasing the level of uncertainty. It provides the evidence on which strategy, investment and improvement decisions rest.

Question 20ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement describes the purpose of the workforce and talent management practice?

  1. To ensure that suppliers perform as agreed in their contracts
  2. To manage the people side of change so that benefits are realized
  3. To ensure people with the right skills fill the right roles Correct answer.
  4. To establish and nurture links between the organization and its stakeholders

Explanation

Workforce and talent management ensures the organization has the right people, with the right skills and knowledge, in the correct roles. Stakeholder links, change adoption and supplier performance are covered by other practices.

Question 21ITIL 4 Leader: Digital and IT Strategy (DITS)

An organization deliberately contracts several different providers for the same service in order to reduce dependence on any one of them. This approach is known as:

  1. Multisourcing Correct answer.
  2. Outsourcing
  3. Insourcing
  4. Crowdsourcing

Explanation

Multisourcing is the deliberate use of two or more suppliers for the same or similar services, which reduces dependency and increases competitive tension. Insourcing keeps delivery internal, outsourcing transfers it to a single provider, and crowdsourcing opens work to a broad community.

Question 22ITIL 4 Leader: Digital and IT Strategy (DITS)

According to Schein's model of organizational culture, the visible structures and processes of an organization are called:

  1. Artefacts Correct answer.
  2. Cultural web
  3. Basic underlying assumptions
  4. Espoused values

Explanation

Schein describes three levels: artefacts, which are the visible structures and processes; espoused values, which are the stated beliefs and strategies; and basic underlying assumptions, which are the unconscious, taken-for-granted beliefs that ultimately drive behaviour.

Question 23ITIL 4 Leader: Digital and IT Strategy (DITS)

What is the primary aim of data governance?

  1. Encrypting data at rest and in transit
  2. Defining accountability for data quality and use Correct answer.
  3. Storing all organizational data in a single repository
  4. Migrating data to cloud-based analytics platforms

Explanation

Data governance establishes decision rights and accountabilities for data, ensuring it is accurate, available, secure and used appropriately. Encryption, consolidation and migration are technical or architectural choices made under that governance.

Question 24ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement describes the purpose of the architecture management practice?

  1. To plan and control the funding of services and products
  2. To manage the lifecycle of the organization's suppliers
  3. To ensure changes to services are assessed and authorized
  4. To explain the elements of a system and how they interrelate Correct answer.

Explanation

Architecture management explains the different elements of a system and how they interrelate, providing the blueprint that guides investment and change. Funding, change authorization and supplier lifecycle are handled by other practices.

Question 25ITIL 4 Leader: Digital and IT Strategy (DITS)

ITIL 4 distinguishes digital strategy from IT strategy. Which statement captures the essential difference?

  1. Digital strategy is owned by marketing; IT strategy is owned by the IT function
  2. Digital strategy changes the business model; IT strategy delivers technology Correct answer.
  3. Digital strategy is short-term; IT strategy is long-term
  4. Digital strategy applies only to start-ups; IT strategy applies to established firms

Explanation

Digital strategy addresses how digital technology reshapes the organization's value proposition, business model and customer experience, while IT strategy focuses on the technology capabilities and services that support the organization. They are closely linked, but the digital strategy is broader in scope and business-led.

Question 26ITIL 4 Leader: Digital and IT Strategy (DITS)

Which term describes an innovation that creates a new market by serving customers that established offerings have overlooked, and eventually displaces established competitors?

  1. Continuous integration
  2. Incremental improvement
  3. Sustaining innovation
  4. Disruptive innovation Correct answer.

Explanation

Disruptive innovation starts at the low end of a market or in an unserved segment, then improves until it displaces incumbents. Incumbents tend to focus on sustaining innovation for their most profitable existing customers, which leaves the opening.

Question 27ITIL 4 Leader: Digital and IT Strategy (DITS)

Which acronym describes a business environment characterized by volatility, uncertainty, complexity and ambiguity?

  1. OKR
  2. PESTLE
  3. SWOT
  4. VUCA Correct answer.

Explanation

VUCA stands for volatility, uncertainty, complexity and ambiguity and is used to describe turbulent conditions in which digital strategies must operate. It is a description of the environment rather than an analysis tool or a goal-setting method.

Question 28ITIL 4 Leader: Digital and IT Strategy (DITS)

In the Business Model Canvas, which building block identifies the specific groups of people or organizations that an enterprise aims to reach and serve?

  1. Key partnerships
  2. Channels
  3. Value propositions
  4. Customer segments Correct answer.

Explanation

Customer segments define who the organization creates value for and which groups it deliberately serves or excludes. The other blocks describe what is offered, how it reaches customers, or who helps deliver it.

Question 29ITIL 4 Leader: Digital and IT Strategy (DITS)

Which investment appraisal technique measures the length of time taken for the cash inflows from an initiative to repay the initial investment?

  1. Net present value
  2. Payback period Correct answer.
  3. Return on investment
  4. Internal rate of return

Explanation

The payback period is expressed in time units and simply shows how quickly the original outlay is recovered. It is popular for screening because it is simple, but it ignores cash flows after the payback point and the time value of money.

Question 30ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement describes the purpose of the service financial management practice?

  1. To ensure that new and changed services are made available for use
  2. To ensure that agreed service levels are met by internal and external providers
  3. To ensure that risks to the organization's services are assessed and treated
  4. To ensure that financial resources and investments support the service management strategy Correct answer.

Explanation

Service financial management covers budgeting, accounting and charging so that funding and investment decisions support the organization's service management strategies and plans. It connects the money side of services to the value that services are meant to deliver.

Question 31ITIL 4 Leader: Digital and IT Strategy (DITS)

Which capability belongs to the self-management domain of emotional intelligence?

  1. Empathy
  2. Organizational awareness
  3. Influence
  4. Emotional self-control Correct answer.

Explanation

Self-management concerns how a person handles their own emotions and impulses, of which emotional self-control is a core element. The other capabilities listed relate to reading others and the organization, or to managing relationships.

Question 32ITIL 4 Leader: Digital and IT Strategy (DITS)

In lean thinking, what is the main purpose of value stream mapping?

  1. To document the formal reporting lines of a team
  2. To calculate the total cost of ownership of a service
  3. To visualize work flow and expose non-value-adding steps Correct answer.
  4. To rank suppliers according to their delivery performance

Explanation

Value stream mapping makes the sequence of steps and handoffs visible so that waste, delay and rework can be identified and removed. It focuses on flow and value for the customer rather than on cost accounting or organizational structure.

Question 33ITIL 4 Leader: Digital and IT Strategy (DITS)

Which term describes an aspirational statement of the future state that an organization wants to achieve?

  1. Vision Correct answer.
  2. Value proposition
  3. Mission
  4. Business case

Explanation

A vision describes the desired future state and gives direction to strategy and decision-making. A mission, by contrast, states the organization's present purpose and reason for existing.

Question 34ITIL 4 Leader: Digital and IT Strategy (DITS)

Which term describes the maximum level of risk that an organization can bear before its viability or core objectives are threatened?

  1. Risk owner
  2. Risk capacity Correct answer.
  3. Risk register
  4. Risk treatment

Explanation

Risk capacity is the absolute limit of risk the organization can absorb, which is a constraint on the risk appetite it may choose. Appetite is the amount of risk the organization deliberately chooses to accept, and it cannot sensibly exceed capacity.

Question 35ITIL 4 Leader: Digital and IT Strategy (DITS)

A digital team tracks the proportion of employees who have completed training on a new self-service tool, because this is expected to drive later reductions in support costs. Which type of measure is the training completion rate?

  1. Baseline metric
  2. Lagging indicator
  3. Leading indicator Correct answer.
  4. Outcome measure

Explanation

A leading indicator is an early measure that is expected to influence a later result, so adoption and training completion predict future cost reduction. Lagging indicators show results only after they have happened, such as the realized fall in support costs.

Question 36ITIL 4 Leader: Digital and IT Strategy (DITS)

In Kotter's eight-step model for leading change, which step comes first?

  1. Forming a powerful coalition
  2. Creating a sense of urgency Correct answer.
  3. Communicating the change vision
  4. Generating short-term wins

Explanation

Kotter's sequence begins by establishing urgency so that people are motivated to act before any vision or coalition work is meaningful. Building a coalition and communicating the vision follow once the need for change is widely felt.

Question 37ITIL 4 Leader: Digital and IT Strategy (DITS)

Which approach coordinates multiple service providers so that together they deliver a seamless service to the customer?

  1. Service value chain
  2. Enterprise architecture
  3. Service integration and management Correct answer.
  4. Continual improvement

Explanation

Service integration and management introduces an integrating function or provider that orchestrates several suppliers so the customer experiences one coherent service. It addresses the coordination gaps that arise in multi-sourced environments.

Question 38ITIL 4 Leader: Digital and IT Strategy (DITS)

An organization needs scarce specialist skills for a six-month digital initiative but does not want a long-term dependency. Which sourcing approach best fits?

  1. Recruit permanent employees with the required specialist skills
  2. Engage an external partner for the duration of the initiative Correct answer.
  3. Outsource the entire IT function to a single provider
  4. Build the capability internally over the next few years

Explanation

A time-bounded partnership matches the temporary need for specialist capability without creating a lasting commitment. The decision should reflect the duration of the need, the criticality of the capability and the strategic value of owning it.

Question 39ITIL 4 Leader: Digital and IT Strategy (DITS)

Which technique examines the end-to-end experience a customer has with a service across all touchpoints in order to identify sources of friction?

  1. Cost-benefit analysis
  2. Root cause analysis
  3. Customer journey mapping Correct answer.
  4. SWOT analysis

Explanation

Customer journey mapping traces the customer's experience over time and across channels, revealing pain points and moments that matter. It is used to redesign services around the customer's perspective rather than around internal process steps.

Question 40ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement describes a value stream?

  1. A schedule of planned changes to the IT infrastructure
  2. A catalogue of all services offered to customers
  3. A set of interrelated activities that turn demand into value Correct answer.
  4. A hierarchy of suppliers and their contractual obligations

Explanation

A value stream describes the combination of activities an organization performs to convert demand into value for its stakeholders. Organizations use value streams to reason about how work flows end to end rather than about functional silos.

Question 41ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement describes the triple bottom line approach to strategy?

  1. It prioritizes shareholder return above other considerations
  2. It evaluates economic, social and environmental outcomes Correct answer.
  3. It balances cost, quality and speed of delivery
  4. It measures success only by customer satisfaction scores

Explanation

The triple bottom line extends performance evaluation beyond profit to include social and environmental results, often summarized as profit, people and planet. It is used to judge whether a digital strategy creates sustainable value for a broad set of stakeholders.

Question 42ITIL 4 Leader: Digital and IT Strategy (DITS)

Which cultural characteristic most supports digital transformation?

  1. Strict adherence to existing procedures and approval hierarchies
  2. Deferring decisions until complete information is available
  3. Willingness to experiment and learn from failure Correct answer.
  4. Reliance on a single expert to make all technology decisions

Explanation

Digital transformation requires fast learning under uncertainty, so a culture that tolerates safe experimentation and treats failure as information supports it. Cultures that demand certainty and layered approval slow the feedback loops that transformation depends on.

Question 43ITIL 4 Leader: Digital and IT Strategy (DITS)

What distinguishes a product-oriented operating model from a project-oriented one?

  1. It removes the need for governance and investment decisions
  2. It requires all work to be funded from a single annual budget
  3. It delivers a defined scope and then disbands the team
  4. A persistent team owns the outcome across its lifecycle Correct answer.

Explanation

In a product-oriented model a stable team retains accountability for the product's outcomes over time, iterating as customer needs change. A project model assembles a team for a defined scope and then disperses it, which can fragment ownership after delivery.

Question 44ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement describes the purpose of the business relationship management practice?

  1. To ensure that services are restored to users as quickly as possible after an incident
  2. To plan and manage the capacity of IT resources
  3. To maintain the accuracy of configuration data
  4. To nurture the links between the organization and its stakeholders Correct answer.

Explanation

Business relationship management builds and maintains relationships with stakeholders at strategic and tactical levels so that needs, expectations and value are understood on both sides. It is a two-way dialogue rather than a transactional support or data activity.

Question 45ITIL 4 Leader: Digital and IT Strategy (DITS)

Which term describes the overall exposure of an organization to risk at a given point, combining threats and opportunities?

  1. Risk treatment plan
  2. Risk register
  3. Risk appetite
  4. Risk profile Correct answer.

Explanation

The risk profile is a snapshot of the organization's total risk exposure, including both threats and opportunities. It changes as the environment and the organization's portfolio of initiatives change, and it informs strategic choices.

Question 46ITIL 4 Leader: Digital and IT Strategy (DITS)

Which statement best distinguishes digital transformation from digitization?

  1. Digitization requires a new business model, while transformation is a technology refresh
  2. Digitization applies only to customer-facing channels, while transformation applies only to back-office processes
  3. Digitization is led by the technology function, while transformation is led by the finance function
  4. Digitization converts records to digital form; transformation reinvents value creation Correct answer.

Explanation

Digitization is the conversion of analogue information into digital form, which leaves the underlying business model unchanged. Digital transformation is a fundamental shift in strategy, business model and operating model enabled by digital technology, and it affects the whole organization rather than one channel or function.

Question 47ITIL 4 Leader: Digital and IT Strategy (DITS)

An organization depends on a single cloud provider for a business-critical platform and finds that moving to another provider would be prohibitively expensive. What is this situation best described as?

  1. Service integration
  2. Vendor rationalization
  3. Supplier lock-in Correct answer.
  4. Risk transfer

Explanation

Supplier lock-in arises when switching costs, proprietary technology or contractual terms make it impractical to change providers, creating concentration risk. Strategies to limit it include open standards, exit clauses and maintaining portability of data and workloads.

Question 48ITIL 4 Leader: Digital and IT Strategy (DITS)

A digital strategy is evaluated only by the first-year return on each initiative, and as a result investment in skills, data platforms and architecture is consistently deferred. Which criticism of this approach is most applicable?

  1. Its measures are too narrow to reflect capability building Correct answer.
  2. It ignores the need for regulatory compliance
  3. It over-relies on leading indicators
  4. It applies discounting to future cash flows

Explanation

Judging every initiative by a single short-term financial measure penalizes investments whose benefits are indirect and delayed, such as skills and platforms. A balanced set of measures across financial, customer, internal and capability perspectives keeps such enablers visible in investment decisions.

Question 49ITIL 4 Leader: Digital and IT Strategy (DITS)

Before committing to a large investment, an organization runs a small, low-cost trial designed so that failure causes no harm and produces learning. What is this approach called?

  1. A contingency plan
  2. A post-implementation review
  3. A stage gate
  4. A safe-to-fail experiment Correct answer.

Explanation

A safe-to-fail experiment is deliberately scoped so that a negative result is affordable and informative, reducing uncertainty before major commitment. It allows a digital strategy to probe several options cheaply and scale only what shows evidence of value.

Question 50ITIL 4 Leader: Digital and IT Strategy (DITS)

A digital strategy aims to shift 80 percent of customer interactions to self-service, but frontline staff bonuses are still based on the number of calls they handle. What does this best illustrate?

  1. Incentives that conflict with strategic objectives Correct answer.
  2. An inappropriate level of risk appetite
  3. A missing service level agreement
  4. Insufficient capacity in the customer service desk

Explanation

Strategic objectives only translate into behaviour when performance incentives and measures point in the same direction. Where rewards encourage the behaviour a strategy is trying to reduce, the strategy will stall regardless of the stated target.