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  • Exam Name: ITIL 4 Specialist: High-velocity IT Exam
  • Last Update: 08-Oct-2024
  • Questions and Answers: 96
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ITIL-4-Specialist-High-velocity-IT Questions and Answers

Question # 1

The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application, and believe that it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system.How can a 'service mindset' improve the situation?

A.

> By encouraging users to understand the features of the new application, and how it can contribute to ^ achievement of the enterprise's objectives

B.

d

Question # 2

Which statement BEST describes the role of IT staff in risk management?

A.

IT staff have a perspective of potential risks in their work, and are responsible for contributing to the effective management of risks

B.

When IT services fail because of unidentified risk, responsible staff must be held accountable

C.

IT staff cannot be relied on to objectively identify potential risks in their work

D.

IT risk management is a specialized skill and should be performed only by specially trained staff

Question # 3

Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are. Which action would BEST help to improve this situation?

A.

j

B.

Improve the training given to the staff of the service desk function

Question # 4

The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost. What should the service desk agent do?

A.

Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user

B.

k

Question # 5

An organization is considering how a new service will be supported when it goes live. There are many teams contribute to the support of the service.

Which approach should the organization follow when creating a value stream to support the new service?

A.

Create one value stream for each support team

B.

Create one value stream for every lifecycle phase of support requests

C.

Create one value for the entire set of support activities

D.

Create separate value streams for practices, people, tools and suppliers

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