ITIL 4 Specialist: High-velocity IT Exam Questions and Answers
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?
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?
An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?
> 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 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 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?
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 wants to provide its employees with a limited set of self-services via an online portal. A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal. Which service provisioning approach should this organization use?
Which is a challenge when onboarding individual consumers?
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined ?
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?
An organization is negotiating and agreeing 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?
An organization has a culture that encourages people to hide their mistakes. This reduces
opportunities to learn and improve in many different areas.
Which practice would MOST help to improve this situation and how?
Relationship management, by developing and communicating values and principles
Which is an example of planning for value co-creation?
Which domain involves running experiments to decide how to respond to a situation?
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?
A service provider has built a 'collaborative relationship' with a customer.
Which activities are they MOST LIKELY to use to validate the services that are provided?
Which statement about the end-to-end customer journey is CORRECT?
What is the BEST way of demonstrating that user feedback is
taken seriously, and is appropriately acted upon, in order to encourage
more feedback in future?
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?
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of ^managing demand and opportunities' would provide a better understanding of this situation?
Which is intended to help an organization adopt and adapt ITIL guidance?
Which statement about employee surveys is CORRECT?
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
Which is the MAIN reason for service providers to encourage feedback on service provision?
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 dimension of service management considers governance, management, and communication?
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?
An organization is aiming to develop a partnership relationship with their 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?
