A service provider analyzes how the amount of work done by different user groups varies over time. What is this information BEST used for?

To plan how to influence and support demand for services

To identify inefficiencies in service delivery

To forecast the costs of delivering services

To prioritize resources for the most active user groups

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?

Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives

Hold separate meetings with each team to assess their needs

Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives

Allocate resources equally to all teams to address their needs

Focus on the initiative with the highest immediate financial return

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

Service performance metrics should be mapped to customer outcomes

IT component scorecards should be mapped to service provider outcomes

Customer satisfaction feedback should be mapped to service provider outcomes

Service performance metrics should be mapped to customer outcomes

Return on investment (ROI) should be mapped to customer outcomes

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?

By encouraging users to understand the features of the new application, and how it can contribute to the achievement of the enterprise's objectives

By simplifying the new application to make it identical to the old one

By limiting user access to only the new features of the application

By creating strict policies to enforce the use of new features

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

Develop a list of needs focusing on what should be achieved

Ensure that their detailed requirements are based on a previous legacy solution

Ask the service provider to customize a solution to suit their requirements

Develop a list of needs focusing on what should be achieved

Provide the service provider with a detailed list of requirements

How can an organization facilitate positive outcomes and experiences throughout the customer journey?

By understanding service consumer needs and desires

By being fair and transparent with costs

By optimizing the use of resources during the service lifecycle

By understanding service consumer needs and desires

By ensuring key risks have been identified and addressed

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

Agreeing with a customer the service desk team's response times for each method of user contact

Defining KPIs for service quality that align with internal team objectives

Agreeing with a customer the service desk team's response times for each method of user contact

Documenting user feedback in a service improvement register

Setting expectations with a vendor for service delivery

Which statement about the end-to-end customer journey is CORRECT?

It reflects an overall perception of the customer's experience

It involves only the stages of service delivery and resolution

It excludes customer interactions outside of the organization's processes

It focuses exclusively on technical service outcomes

Which statement about service requests is CORRECT?

Service requests are submitted via agreed channels

Service requests are always handled as incidents

Service requests are submitted via agreed channels

Service requests require approval from senior management

Service requests are only applicable for IT-related needs

A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

Using a push method to check the user's device each time it is connected

Using a manual process for each update

Using a push method to check the user's device each time it is connected

Allowing users to pull updates when they choose

Sending email notifications for manual installation of updates

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?

Identify ways to improve service levels, and discuss the cost of these improvements with the customers

Focus on technical excellence to further improve services

Analyze customer feedback to understand and address unmet expectations

Provide additional training to customers on using the service

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?

Define requirements for configuring the product

Analyze the costs of implementing the product

Identify the technical compatibility of the product

Evaluate user feedback on product prototypes

Which is a valid description of the priorities when using agile development methods?

Responding to changes over following a plan

Following a fixed schedule over flexibility

Prioritizing documentation over adaptability

Maintaining strict guidelines over innovation

What should be done FIRST when designing a customer journey?

Defining the desired outcome and the value proposition

Mapping the technical requirements for service delivery

Identifying potential risks to the journey

Creating a feedback loop for customer input

Which stakeholders should assess and evaluate value realization?

Both the service consumer and the service provider

Independent third-party auditors

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?

Regularly provide updates about service improvements made as a result of user feedback

Sending surveys to users after every incident is resolved

Regularly provide updates about service improvements made as a result of user feedback

Implementing an automated feedback response system

Publicly acknowledging the users who provided feedback

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?

Monitoring service availability

Analyzing patterns of business activity

Implementing resource optimization tools

Creating new service level agreements

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

Analyzing potential customer patterns of business activity

Setting service level expectations with potential customers

Analyzing potential customer patterns of business activity

Onboarding customers to existing services

Reviewing past customer satisfaction surveys

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?

The number of photo formats supported for upload

The uptime percentage of the social media site

The average time to respond to a user query

The cost of hosting the service

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

Training users in the correct procedures for accessing support for the desktop service

Ensuring hardware compatibility with the desktop service

Training users in the correct procedures for accessing support for the desktop service

Setting up remote access tools for the service provider

Creating service level agreements

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?

Analyze the patterns of business activity

Implement a customer satisfaction survey

Analyze the patterns of business activity

Develop a new onboarding strategy

Prioritize internal employee complaints

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?

Develop interpersonal skills and service empathy in all teams

Increase the number of service-level reviews with consumers

Create a centralized service management team

An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.Which activity would MOST help the organization at this stage?

Integrating supplier activities into the organization's value streams

Training internal employees to work with the supplier

Integrating supplier activities into the organization's value streams

Conducting regular performance audits of the supplier

Setting stricter service-level expectations with the supplier

Which activity describes user-centered service design?

Balancing user experience with the technical and business requirements

Creating a service based entirely on technical requirements

Balancing user experience with the technical and business requirements

Prioritizing cost efficiency over user experience

Developing services without user involvement

Which is the BEST method of monitoring the customer's overall perception of a service?

Perform an analysis of complaints and compliments

Conduct regular service performance reviews

Use surveys to measure customer satisfaction

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?

Identifying and making requests for outstanding payments for the service

Disabling access to all services for the customer

Identifying and making requests for outstanding payments for the service

Ensuring all customer data is deleted immediately

Conducting an exit interview with the customer to gather feedback

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?

Improve the training given to the staff of the service desk function

Automating service desk processes to reduce human error

Improve the training given to the staff of the service desk function

Increase the number of service desk agents available

Implement stricter service desk performance metrics

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?

Customer satisfaction with the helpline

Total number of calls answered per day

Percentage of issues resolved within the first call

A service provider is starting to design a customer journey. The service provider has documented the utility, warranty, and experience that the service should deliver.What else do they need to identify before they start to design the journey?

Outcomes that are needed from the service

Specific technical requirements for the service

Outcomes that are needed from the service

Potential risks to the customer journey

Key performance indicators for measuring success

ITIL ITIL-4-Specialist-High-velocity-IT Practice Test 1

Question 1 / 40

Which statement about the onboarding of services is CORRECT?

Onboarding should be conducted after the service is operational

The onboarding should be planned during the design of the service

Onboarding does not require customer involvement

The onboarding process is optional for new services

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ITIL ITIL-4-Specialist-High-velocity-IT Practice Test 1

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ITIL ITIL-4-Specialist-High-velocity-IT Practice Tests

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