ExamGecko
Login
Home / ITIL / ITIL-4-Specialist-High-velocity-IT / List of questions
Ask Question

ITIL ITIL-4-Specialist-High-velocity-IT Practice Test - Questions Answers

List of questions

Question 1

Report Export Collapse

Which statement about the onboarding of services is CORRECT?

Onboarding should be conducted after the service is operational

Onboarding should be conducted after the service is operational

The onboarding should be planned during the design of the service

The onboarding should be planned during the design of the service

Onboarding does not require customer involvement

Onboarding does not require customer involvement

The onboarding process is optional for new services

The onboarding process is optional for new services

Suggested answer: B
asked 06/01/2025
Arndt Langer
41 questions

Question 2

Report Export Collapse

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

Standardized

Tailored

Tailored

Automated

Automated

Shared

Shared

Suggested answer: B
asked 06/01/2025
Shoban Babu
41 questions

Question 3

Report Export Collapse

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 plan how to influence and support demand for services

To identify inefficiencies in service delivery

To identify inefficiencies in service delivery

To forecast the costs of delivering services

To forecast the costs of delivering services

To prioritize resources for the most active user groups

To prioritize resources for the most active user groups

Suggested answer: A
asked 06/01/2025
Archana Pingily
34 questions

Question 4

Report Export Collapse

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

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

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

Allocate resources equally to all teams to address their needs

Focus on the initiative with the highest immediate financial return

Focus on the initiative with the highest immediate financial return

Suggested answer: B
asked 06/01/2025
Nichal Maharaj
46 questions

Question 5

Report Export Collapse

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

IT component scorecards should be mapped to service provider outcomes

IT component scorecards should be mapped to service provider outcomes

Customer satisfaction feedback 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

Service performance metrics should be mapped to customer outcomes

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

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

Suggested answer: C
asked 06/01/2025
Nabil MHB
44 questions

Question 6

Report Export Collapse

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 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 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 limiting user access to only the new features of the application

By creating strict policies to enforce the use of new features

By creating strict policies to enforce the use of new features

Suggested answer: A
asked 06/01/2025
Rio Ordonez
40 questions

Question 7

Report Export Collapse

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

1 and 4

2 and 3

2 and 3

3 and 4

3 and 4

1 and 2

1 and 2

Suggested answer: C
asked 06/01/2025
Jean Presume
30 questions

Question 8

Report Export Collapse

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

Onboard and Co-create

Engage and Deliver

Engage and Deliver

Explore and Improve

Explore and Improve

Design and Transition

Design and Transition

Suggested answer: A
asked 06/01/2025
Jason Hicks
44 questions

Question 9

Report Export Collapse

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

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

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

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

Develop a list of needs focusing on what should be achieved

Develop a list of needs focusing on what should be achieved

Provide the service provider with a detailed list of requirements

Provide the service provider with a detailed list of requirements

Suggested answer: C
asked 06/01/2025
Samy Mameri
28 questions

Question 10

Report Export Collapse

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

By being fair and transparent with costs

By being fair and transparent with costs

By optimizing the use of resources during the service lifecycle

By optimizing the use of resources during the service lifecycle

By understanding service consumer needs and desires

By understanding service consumer needs and desires

By ensuring key risks have been identified and addressed

By ensuring key risks have been identified and addressed

Suggested answer: C
asked 06/01/2025
Tony Minjarez
41 questions
Total 96 questions
Go to page: of 10
Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

Which is a challenge when onboarding individual consumers?
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?
Which activity does a service provider carry out as part of the 'explore step of the customer journey'?
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?
An IT department in a large enterprise has been managing a service that is core to the enterprise's strategy and objectives. Recently, the quality of a service has been falling. Investigations have revealed that the service team works on resolving incidents, requests and problems, and also development, testing, and releasing new functionality. Due to the mixed workload, the team are unable to complete many tasks to the level of quality required. Which approach would MOST LIKELY help in this situation?
A manager often focuses on avoiding risk, and blames staff when things go wrong. The manager also does not listen to suggestions and allow experimentation. This has resulted in a lack of innovation in the manager's team, and several of the team's senior members have left the organization. Which behaviours from safety culture would allow this manager to increase innovation and retain more staff? 1. Focus on inclusion and ignore toxic relationships 2. Treat failures as improvement opportunities 3. Encourage continual organizational learning 4. Encourage collaboration and discourage conflict
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?
Which BEST describes the primary role of a governing body?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which value chain activity communicates the current status of all four dimensions of service management?