ITIL 4 Specialist: High-velocity IT Exam Questions and Answers
A customer usually has good control of a service provider in terms of achieving service levels, but often struggles to
assess service value
Which level of service relationship maturity does this situation describe?
Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?
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?
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?
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?
An employee has some concerns at work but does not share this information with others because they fear that this
would damage their reputation and position.
What is PRIMARILY concerned with preventing this situation?
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?
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?
In service relationships, what is a benefit of identifying consumer roles?
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?
Which stakeholders should assess and evaluate value realization?
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?
Which is CORRECT when considering a transformation to high-velocity IT?
What should be included in an organization's approach to risk management?
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?
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 statement about the reporting of service outcomes and performance is CORRECT?
What helps people to understand the value of an initiative, and reduces their resistance?
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which activity should the service provider include in the plans to offboard the service?
An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?
Which statement about the end-to-end customer journey is CORRECT?
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 service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?
Which dimension of service management considers governance, management, and communication?
An organization is receiving complaints about the performance of one of its online services. Some of the complaints are coming from its internal employees who are reporting issues with onboarding new consumers. The organization has limited resources.
Which is the FIRST step that this organization should take to address the complaints?
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
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.
