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

Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?

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?

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?

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?

The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost. What should the service desk agent do?

Which statement about the reporting of service outcomes and performance is CORRECT?

Which statement about the reporting of service outcomes and performance is CORRECT?

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 service provider is planning to onboard a new desktop service for a new customer. Which activity will be carried out by the customer?

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 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 to source the service externally?

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?

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 is the BEST method of monitoring the customers overall perception of a service?

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?

which is an example of results-based measurement and reporting

Governance is a core component of the service value system.

How does governance support high-velocity IT?

Which domain involves running experiments to decide how to respond to a situation?

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?

An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.

Which is the BEST approach?

Which is the MAIN reason for service providers to encourage feedback on service provision?

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

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 value chain activity communicates the current status of all four dimensions of service management?