ITIL-4-Specialist-High-velocity-IT ITIL 4 Specialist: High-velocity IT Exam Questions and Answers

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?

Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization's goals?

In service relationships, what is a benefit of identifying consumer roles?

An organization is aiming to develop a partnership relationship with its service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization.

Which initiative is the BEST way to achieve it?

Which activity does a service provider carry out as part of the "explore step of the customer journey"?

An internal IT service provider does not have all the skills needed to create and deliver a new service but could develop them with enough time. There are many external service providers who can provide this service.

Which approach should the organization follow to decide if they should use the internal service provider or source the service externally?

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?

Which is an example of results-based measurement and reporting?

Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

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?

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 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?

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

An organization in a highly-regulated industry is considering adopting agile practices. The management team is concerned with maintaining compliance to regulatory requirements while empowering teams at every level to make key decisions.

Which approach would MOST LIKELY help the company overcome this challenge?

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

Which BEST describes the primary role of a governing body?

What should be included in an organization's approach to risk management?

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 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?

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

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?

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?

An organization provides an online portal that its employees can use to learn about and request standard services.

Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

Which statement about the onboarding of services is CORRECT?

An organization is undergoing a digital transformation. New behaviour patterns are encouraged among the teams. Many employees have adopted these patterns, but others are reluctant and unsure. An anonymous survey conducted by the leadership team highlighted that some team members avoid experimentation and prefer to search or wait for a single correct solution.

Which TWO key behaviour patternsare MOST LIKELY to be affected by this attitude?

1. Accept ambiguity and uncertainty

2. Commit to continual learning

3. Help get customers'jobs done

4. Trust and be trusted