ITIL ITIL-4-Specialist-High-velocity-IT Practice Test - Questions Answers, Page 5

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

What should they do FIRST?

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

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?

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?

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?

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

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

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?

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?