An IT team in a large multinational organization wants to document the work they do by using value streams.What should they do FIRST?

Agree on the appropriate level of detail and perspective describing the value stream

Start a request for proposal (RFP) exercise to find a consultant who can document the value streams

Identify all the practices the organization is currently using

Make the team aware of the organization's governance policies

What helps people to understand the value of an initiative, and reduces their resistance?

Organizational change management

A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way.Which is the MOST appropriate approach?

Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonvmitv to be retained

Send an email to the affected staff and ensure that as much detail as possible is included

Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff

Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum

Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonvmitv to be retained

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?

The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization

The organization submits a detailed list of requirements to the service provider

The service provider conducts one-on-one interviews with the organization

The organization must customize the out-of-the-box service to meet its own needs

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?

Joint service reviews of achievements of service targets

Continual tracking and analysis of the outcomes, costs, and risks

Review of costs of service provider technology upgrades

Ad-hoc joint service reviews of costs and benefits

A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

The service will display a list of items uploaded by the user

The service must support multiple file formats for upload

The service will display a list of items uploaded by the user

The service should be available 99.9% of the time

The service must comply with data privacy regulations

Which is an example of results-based measurement and reporting?

Measuring and reporting the customer satisfaction with closed incidents

Tracking the number of unresolved incidents over a period of time

Logging the total number of incidents raised by customers

Documenting the time taken to resolve incidents

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?

Provide a range of self-service options as the preferred method with the service desk phone support as back-up

Increase the number of service desk agents to handle user queries

Train users extensively before launching the service

Set up a dedicated email support channel for users

An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas such as sales and customer support.How can the organization BEST collect the information needed to address these complaints?

Gather customer experience and service level metrics

Analyze operational metrics and sales data

Gather customer experience and service level metrics

Review internal service performance reports

Conduct stakeholder interviews to understand issues

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?

Develop models that help analysts perform tasks that are appropriate for a given context

Perform a detailed gap analysis of current and future customer needs

Develop models that help analysts perform tasks that are appropriate for a given context

Use a single standardized approach for all customer needs analysis

Focus on digital products and defer legacy systems analysis

A service provider has recently started providing services to a new client. Surveys have shown that most of the client's staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.Which is the BEST recommendation to improve the user journey?

Improve user training materials and methods as part of the 'onboarding' step

Streamline service delivery to reduce delays in accessing services

Implement user feedback loops to improve processes

Increase service desk availability for new users

In service relationships, what is a benefit of identifying consumer roles?

It enables stakeholder management

It clarifies the service provider's responsibilities

It enables stakeholder management

It ensures compliance with contractual agreements

It reduces service delivery costs

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?

Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user

Advise the user to wait for the supplier to resolve the issue

Replace the printer with a backup unit temporarily

Escalate the issue to the IT manager for a decision

What should be included in an organization's approach to risk management?

An approach to ensuring that risk management is continually aligned with objectives

A static list of risks documented at the start of the project

Only risks related to regulatory compliance

A focus only on risks that have already occurred

Users often do not provide feedback because they do not believe it will be addressed.Which is the BEST method for encouraging users to submit feedback in this situation?

Making feedback processing visible for everyone

Offering rewards for providing feedback

Making feedback processing visible for everyone

Conducting mandatory feedback surveys

Reducing the number of feedback channels

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?

By being transparent about constraints and managing expectations

By focusing only on technical performance indicators

By deferring implementation until all conflicts are resolved

By prioritizing the marketing team's expectations over all others

A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements.Which is the BEST approach for collecting the requirements?

Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing on the requirements

Focus only on the most critical requirements to reduce costs

Use standard templates to define requirements without user input

Postpone the requirements gathering until a budget increase is approved

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 source the service externally?

Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

Outsource immediately to save time

Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

Focus on cost as the sole deciding factor

Conduct an internal survey to determine staff preferences

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 source the service externally?

Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

Outsource immediately to save time without evaluating other factors

Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

Focus solely on cost as the deciding factor

Conduct a staff survey to gauge internal preferences

Governance is a core component of the service value system.How does governance support high-velocity IT?

It directs the organizational entity responsible for digital technology

It represents the types of resources used by the organization

It directs the organizational entity responsible for digital technology

It offers a pattern for scientific thinking and routines for practice

It defines the influence of political and economic factors on the organization

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?

Update the logging tool to ensure that the minimum data required by the regulation is always recorded, and report on any deviations

Ensure that the service desk staff are aware of the new regulation and let them decide what data to record and produce reports when requested

Update the logging tool to ensure that all fields must be completed for every incident record, and produce daily reports of all service desk activity

Ensure that the service desk staff are aware of the new regulation, and continue to use existing reports of service desk activity

Update the logging tool to ensure that the minimum data required by the regulation is always recorded, and report on any deviations

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?

Provide simple online support and contact numbers for the service desk

Implement a 'shift-left' approach to provide support and downloadable help articles

Provide simple online support and contact numbers for the service desk

Use popular networking sites to promote and provide online user support

Use machine learning chatbots to anticipate the needs of the users and provide solutions

Which statement BEST describes the role of IT staff in risk management?

IT staff have a perspective of potential risks in their work, and are responsible for contributing to the effective management of risks

When IT services fail because of unidentified risk, responsible staff must be held accountable

IT staff cannot be relied on to objectively identify potential risks in their work

IT risk management is a specialized skill and should be performed only by specially trained staff

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.

four dimensions of service management

'focus on value' guiding principle

'service request management' practice

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?

Establish an operating model for teams and individuals to understand their scope of control,and the types of decisions they can make

Review and update operational policy documents to make reference to agile practices, and initiate a training programme to highlight the benefits of these practices

Establish an operating model for teams and individuals to understand their scope of control,and the types of decisions they can make

Assess how competitors approach decision-making, and create a business case that highlights the return on investment from agile practices

Map strategic objectives to operational metrics, so that all teams understand how their work impacts the organization's compliance to regulatory requirements

A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

Ensure adequate knowledge and skills to support the customer's changes

Be respectful of the consumer organization's decision to make these changes

Ensure there is adequate capacity to meet the increased demand of the changes

Ensure adequate knowledge and skills to support the customer's changes

Respond in a timely manner to the customer's enquiries

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?

Create one value for the entire set of support activities

Create one value stream for each support team

Create one value stream for every lifecycle phase of support requests

Create one value for the entire set of support activities

Create separate value streams for practices, people, tools and suppliers

Which statement about employee surveys is CORRECT?

They are conducted at several organizational levels, formally and informa

They are intended to be conducted across an entire organization

They are typically conducted annually

They can only be conducted electronically so have limited application

What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?

Service integration and management

Workforce planning and management

Which is intended to help an organization adopt and adapt ITIL guidance?

The four dimensions of service management

Which is CORRECT when considering a transformation to high-velocity IT?

It is acceptable to take risks which may lead to competitive advantage

High-velocity IT focuses on using data to improve the performance of physical devices

The impact on the culture of the organization does not need to be considered

Risks can be minimized by making a significant change rather than incremental improvements

It is acceptable to take risks which may lead to competitive advantage

A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:* Tactic 1 - acquire new resilient infrastructure* Tactic 2 - launch services by region* Operational plan 1 - operate infrastructure to meet service levels* Operational plan 2 - train staff on new infrastructure skills.Which strategy do these tactics and operational plans support?

Increase revenue by introducing a new range of services

Identify customer needs for new services by researching market

Ensure improved handling of service requests by training staff

Ensure successful deployment by preparing implementation plan for new services

ITIL ITIL-4-Specialist-High-velocity-IT Practice Test 2

A bank provides an online banking service to external users. The bank measures the functional and non-functional aspects of the service in several ways and is meeting its targets. However, user satisfaction with the service is not as high as the bank would like it to be.

Which is the BEST example of an additional aspect of the service that the bank should measure?

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ITIL ITIL-4-Specialist-High-velocity-IT Practice Test 2

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

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