Ask Question
ITIL ITIL-4-Specialist-High-velocity-IT Practice Test - Questions Answers
Question list
List of questions
Related questions
Question 1
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
Question 2
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?
Standardized
Tailored
Automated
Shared
Question 3
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
Question 4
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?
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
Question 5
Which statement about the reporting of service outcomes and performance is CORRECT?
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
Question 6
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
Question 7
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct
1 and 4
2 and 3
3 and 4
1 and 2
Question 8
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?
Onboard and Co-create
Engage and Deliver
Explore and Improve
Design and Transition
Question 9
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?
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
Question 10
How can an organization facilitate positive outcomes and experiences throughout the customer journey?
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
Question