Real ITIL-4-Specialist-High-velocity-IT dumps Accurate Questions and Answers with Free and Fast Updates [Q14-Q38]

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Real ITIL-4-Specialist-High-velocity-IT dumps Accurate Questions and Answers with Free and Fast Updates

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Peoplecert ITIL-4-Specialist-High-velocity-IT Exam Syllabus Topics:

Topic	Details
Topic 1	Techniques for High-velocity IT: In this section, the exam evaluates the proficiency of IT Service managers in utilizing tools and techniques that promote high-velocity IT. Key areas include continuous integration (CI), continuous delivery (CD), and automating IT infrastructure.
Topic 2	Resilient and Secure IT Systems: This area focuses on ensuring security and resilience within high-velocity IT settings. Candidates are tested on their expertise in creating IT systems that are secure and robust while still supporting the fast-paced delivery of IT services.
Topic 3	Digital Product Lifecycle: This segment tests the ability of PeopleCert-certified IT professionals to oversee the entire lifecycle of digital products.
Topic 4	ITIL Guiding Principles in High-velocity IT: This section evaluates how IT service managers apply the ITIL guiding principles in high-velocity IT contexts. It examines the role of these principles in supporting digital transformations and agile work processes.
Topic 5	High-velocity Nature of the Digital Enterprise: This part of the exam assesses the competencies of IT service managers. who operate within high-speed environments. It emphasizes how organizations can thrive in the fast-evolving digital landscape, focusing on key methodologies such as agile, lean, and DevOps practices.

NO.14 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?

Making feedback processing visible for everyone

NO.15 Which TWO are examples that can be handled as service requests?
A customer asks a service provider to design an app for staff to submit vacation requests.
A staff member asks for a new barcode scanner from an internal IT department.
A manager requires swift changes to user access rights for an employee.
A service provider establishes a channel for users to submit emergency changes.

1 and 4

2 and 4

1 and 3

2 and 3

NO.16 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?

Increase revenue by introducing a new range of services

Identify customer needs for new services by researching market

Ensure improved handling of service requests by training staff

Ensure successful deployment by preparing implementation plan for new services

NO.17 An organization introduced a dedicated team of support agents, which answers questions, provides consultations, and fulfills a range of predefined changes initiated by external users with higher levels of subscription.
Which practice ensures effective fulfillment of these service actions?

Incident management

Service request management

Problem management

Change enablement

NO.18 An IT service provider is carrying out an internal assessment to identify opportunities to develop and improve their services. They have reviewed workflows and activities, the capabilities of their workforce, and supplier contracts.
Which area do they also need to consider?

Service design processes

Information and technology

Customer satisfaction metrics

Financial budgets

NO.19 Which statement BEST describes the role of IT staff in risk management?

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

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

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

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

NO.20 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 believes 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?

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

By simplifying the new application to make it identical to the old one

By limiting user access to only the new features of the application

By creating strict policies to enforce the use of new features

NO.21 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?

Incident Management

Service Request Management

Change Enablement

Asset Management

NO.22 A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.
Which is the BEST thing the service provider can do about this?

Identify ways to improve service levels, and discuss the cost of these improvements with the customers

NO.23 Which TWO are possible sources of demand for a value stream to restore a live service?
1. Someone is unable to log into their user account for the service
2. A monitoring tool detects a service failure
3. The service desk calls a user to provide a status update for an incident
4. A user provides feedback to the incident manager when an incident is closed

1 and 2

1 and 4

2 and 3

3 and 4

NO.24 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?

Offering rewards for providing feedback

Making feedback processing visible for everyone

Conducting mandatory feedback surveys

Reducing the number of feedback channels

NO.25 A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then. Which practice includes activities which could have helped to avoid this situation?

Business analysis

NO.26 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?

Create one value stream for each support team

Create one value stream for every lifecycle phase of support requests

Create one value for the entire set of support activities

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

NO.27 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?

The service provider’s marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization

The organization submits a detailed list of requirements to the service provider

The service provider conducts one-on-one interviews with the organization

The organization must customize the out-of-the-box service to meet its own needs

NO.28 A bank provides an online banking service to external users.
The bank measures the functional and non-functional aspects of the
service in several ways and is meeting its targets. However, user
satisfaction with the service is not as high as the bank would like it
to be.
Which is the BEST example of an additional aspect of the service that
the bank should measure?

The number of times a transaction is started but not completed

NO.29 A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

Be respectful of the consumer organization’s decision to make these changes

Ensure there is adequate capacity to meet the increased demand of the changes

Ensure adequate knowledge and skills to support the customer’s changes

Respond in a timely manner to the customer’s enquiries

NO.30 An IT department is working with the organization’s marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets.
How can the ‘collaborate and promote visibility’ guiding principle be applied to this situation?

By being transparent about constraints and managing expectations

By focusing only on technical performance indicators

By deferring implementation until all conflicts are resolved

By prioritizing the marketing team’s expectations over all others

NO.31 Which is an example of planning for value co-creation?

Defining KPIs for service quality that align with internal team objectives

Agreeing with a customer the service desk team’s response times for each method of user contact

Documenting user feedback in a service improvement register

Setting expectations with a vendor for service delivery

NO.32 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.

service value system

four dimensions of service management

‘focus on value’ guiding principle

‘service request management’ practice

NO.33 Which is intended to help an organization adopt and adapt ITIL guidance?

The guiding principles

The service value chain

The four dimensions of service management

Practices

NO.34 An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is the BEST example of an experience metric that can be included in the SLA?

Average call handling time

Customer satisfaction with the helpline

Total number of calls answered per day

Percentage of issues resolved within the first call

NO.35 An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers’ needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services.
Which is the BEST way for this organization to undertake this analysis?

Perform a detailed gap analysis of current and future customer needs

Develop models that help analysts perform tasks that are appropriate for a given context

Use a single standardized approach for all customer needs analysis

Focus on digital products and defer legacy systems analysis

NO.36 An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization’s services to improve efficiency. One of the business units wants to introduce a new product line. Which is the BEST way for the organization to manage this situation?

Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives

NO.37 A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?

Work with the users to establish a set of requirements and involve the customer in clarifying ^ and agreeing the requirements

NO.38 Which statement about the onboarding of services is CORRECT?

The onboarding should be planned during the design of the service

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