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ITIL-4-Specialist-High-velocity-IT exam torrent Peoplecert study guide
Peoplecert ITIL-4-Specialist-High-velocity-IT Exam Syllabus Topics:
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NEW QUESTION # 54
An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?
- A. Start a request for proposal (RFP) exercise to find a consultant who can document the value streams
- B. Agree on the appropriate level of detail and perspective describing the value stream
- C. Identify all the practices the organization is currently using
- D. Make the team aware of the organization's governance policies
Answer: B
NEW QUESTION # 55
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?
Answer:
Explanation:
Provide a range of self-service options as the preferred method with the service desk phone support as back-up
NEW QUESTION # 56
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?
- A. Implementing resource optimization tools
- B. Analyzing patterns of business activity
- C. Creating new service level agreements
- D. Monitoring service availability
Answer: D
NEW QUESTION # 57
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?
- A. By prioritizing the marketing team's expectations over all others
- B. By being transparent about constraints and managing expectations
- C. By deferring implementation until all conflicts are resolved
- D. By focusing only on technical performance indicators
Answer: B
NEW QUESTION # 58
Which statement about the end-to-end customer journey is CORRECT?
Answer:
Explanation:
It reflects an overall perception
NEW QUESTION # 59
what should be included in an organization's approach to risk management
- A. nothing
- B. an approach to ensuring that risk management is continually aligned with objectives
Answer: B
NEW QUESTION # 60
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
- A. Focus on value
- B. Progress iteratively with feedback
- C. Optimize and automate
- D. Keep it simple and practical
Answer: A
NEW QUESTION # 61
Which is an example of results-based measurement and reporting?
Answer:
Explanation:
Measuring and reporting the customer satisfaction with closed incidents
NEW QUESTION # 62
What should be included in an organization's approach to risk management?
- A. A static list of risks documented at the start of the project
- B. A focus only on risks that have already occurred
- C. Only risks related to regulatory compliance
- D. An approach to ensuring that risk management is continually aligned with objectives
Answer: D
NEW QUESTION # 63
Which activity does a service provider carry out as part of the "explore step of the customer journey"?
- A. Onboarding customers to existing services
- B. Reviewing past customer satisfaction surveys
- C. Setting service level expectations with potential customers
- D. Analyzing potential customer patterns of business activity
Answer: D
NEW QUESTION # 64
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?
Answer:
Explanation:
Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives
NEW QUESTION # 65
Which statement about service requests is CORRECT?
Answer:
Explanation:
Service requests are submitted via agreed channels
NEW QUESTION # 66
Which is the BEST method of monitoring the customers overall perception of a service?
Answer:
Explanation:
Perform an analysis of complaints and compliments
NEW QUESTION # 67
Governance is a core component of the service value system.
How does governance support high-velocity IT?
- A. It offers a pattern for scientific thinking and routines for practice
- B. It defines the influence of political and economic factors on the organization
- C. It represents the types of resources used by the organization
- D. It directs the organizational entity responsible for digital technology
Answer: D
NEW QUESTION # 68
Which statement BEST describes the role of IT staff in risk management?
- A. IT staff cannot be relied on to objectively identify potential risks in their work
- B. When IT services fail because of unidentified risk, responsible staff must be held accountable
- C. IT staff have a perspective of potential risks in their work, and are responsible for contributing to the effective management of risks
- D. IT risk management is a specialized skill and should be performed only by specially trained staff
Answer: C
NEW QUESTION # 69
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.
- A. 2 and 4
- B. 1 and 3
- C. 2 and 3
- D. 1 and 4
Answer: C
NEW QUESTION # 70
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
- A. Service provision
- B. Service offering
- C. Service relationship management
- D. Service consumption
Answer: C
NEW QUESTION # 71
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?
- A. Change enablement
- B. Risk management
- C. Portfolio management
- D. Service level management
Answer: C
NEW QUESTION # 72
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 the future?
- A. Implementing an automated feedback response system
- B. Regularly provide updates about service improvements made as a result of user feedback
- C. Publicly acknowledging the users who provided feedback
- D. Sending surveys to users after every incident is resolved
Answer: B
NEW QUESTION # 73
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?
- A. Automated
- B. Tailored
- C. Standardized
- D. Shared
Answer: B
NEW QUESTION # 74
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. The average time to respond to a user query
- B. The uptime percentage of the social media site
- C. The cost of hosting the service
- D. The number of photo formats supported for upload
Answer: D
NEW QUESTION # 75
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 BEST example of an experience metric that can be included in the SLA?
Answer:
Explanation:
Customer satisfaction with the helpline
NEW QUESTION # 76
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?
- A. Ensure the company vision and mission are visible to everyone across the organization
- B. Develop detailed service descriptions and design documentation
- C. Survey key customers who recently moved to the cloud solution
- D. Identify key internal stakeholders and develop a communication plan to address their concerns
Answer: D
NEW QUESTION # 77
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