ITIL-4-Specialist-High-velocity-IT Practice Exam Questions with Answers ITIL 4 Specialist: High-velocity IT Exam Certification

Which is a challenge when onboarding individual consumers?

An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas such as sales and customer support.

How can the organization BEST collect the information needed to address these complaints?

A service provider is planning to onboard a new desktop service for a new customer.

Which activity will be carried out by the customer?

An organization is a market leader for software that has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the company rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.

Which method would be effective in ensuring that the change in focus is supported across the organization?

An organization that has been successful in the past is now struggling to succeed in a highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.

In the context of the Cynefin framework, which approach would BEST enable the organization to progress?

A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?

1. Modify the application to automatically add the current time and date when transaction is entered

2. Establish a communication plan to remind users of the importance of time and date on transactions

3. Develop a goals cascade so all staff know their role in achieving company goals

4. Create a report showing non-compliant records and take action to correct

An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service.

Which approach should the organization follow when creating a value stream for this new service?

An organization is negotiating and agreeing on the service levels for a social media site.

Which is an example of a measure of utility that should be included in the service level agreement?

A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

Which value chain activity communicates the current status of all four dimensions of service management?

A team is evaluating commercial software products in an effort to improve communication and collaboration within the team. The members of the team cannot agree on the process that they should use to evaluate the products.

Which step should the team complete LAST?

Which is an example of planning for value co-creation?

A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support.

Which is the BEST solution for providing user support in this case?

An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?

Which is a valid description of the priorities when using agile development methods?

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:

• Tactic 1 - acquire new resilient infrastructure

• Tactic 2 - launch services by region

• Operational plan 1 - operate infrastructure to meet service levels

• Operational plan 2 - train staff on new infrastructure skills.

Which strategy do these tactics and operational plans support?

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with

the organization's objectives.

Which dimension of service management considers governance, management, and communication?

Users often do not provide feedback because they do not believe it will be addressed.

Which is the BEST method for encouraging users to submit feedback in this situation?

Which domain involves running experiments to decide how to respond to a situation?

An organization has recently made improvements to how users request new phones, track their arrival, and get help setting the phone up.

Which practice has been most affected by these improvements?

What should be done FIRST when designing a customer journey?