ITIL ITIL-4-Specialist-High-velocity-IT Practice Test - Questions Answers, Page 3

A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time, and the proposed functionality was not included in the design.

Which practice includes activities which could have helped to avoid this situation?

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?

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?

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

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?

A service provider is planning to onboard a new desktop service for a new customer.

Which activity will be carried out by the customer?

Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

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?

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?