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ITIL ITIL-4-Specialist-High-velocity-IT Practice Test - Questions Answers, Page 2

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List of questions

Question 11

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

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

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Suggested answer: B

asked 06/01/2025

john lopez

36 questions

Question 12

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

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Suggested answer: A

asked 06/01/2025

Thabo Sebola

46 questions

Question 13

Which statement about service requests is CORRECT?

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

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Suggested answer: B

asked 06/01/2025

Alvin Gonzalez

44 questions

Question 14

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 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

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Suggested answer: B

asked 06/01/2025

istvan Balla

45 questions

Question 15

A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?

Impact

Risk

Priority

Availability

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Suggested answer: B

asked 06/01/2025

Allam Sunandhareddy

45 questions

Question 16

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

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Suggested answer: A

asked 06/01/2025

Johan Wu

31 questions

Question 17

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

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Suggested answer: A

asked 06/01/2025

Angela Cappa

39 questions

Question 18

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

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Suggested answer: A

asked 06/01/2025

Manuel Guerrero Rojas

40 questions

Question 19

What should be done FIRST when designing a customer journey?

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Question 20

Which stakeholders should assess and evaluate value realization?

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Total 96 questions

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Question

Case Study

Question 11 (0)

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

Question 12 (0)

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

Question 13 (0)

Which statement about service requests is CORRECT?

Question 14 (0)

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?

Question 15 (0)

A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?

Question 16 (0)

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 pro

Question 17 (0)

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

Question 18 (0)

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

Question 19 (0)

What should be done FIRST when designing a customer journey?

Question 20 (0)

Which stakeholders should assess and evaluate value realization?

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?

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