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ITIL ITIL-4-Specialist-High-velocity-IT Practice Test - Questions Answers, Page 6

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List of questions

Question 51

An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers' needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services.

Which is the BEST way for this organization to undertake this analysis?

Perform a detailed gap analysis of current and future customer needs

Develop models that help analysts perform tasks that are appropriate for a given context

Use a single standardized approach for all customer needs analysis

Focus on digital products and defer legacy systems analysis

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Question 52

A service provider has recently started providing services to a new client. Surveys have shown that most of the client's staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.

Which is the BEST recommendation to improve the user journey?

Improve user training materials and methods as part of the 'onboarding' step

Streamline service delivery to reduce delays in accessing services

Implement user feedback loops to improve processes

Increase service desk availability for new users

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Question 53

In service relationships, what is a benefit of identifying consumer roles?

It clarifies the service provider's responsibilities

It enables stakeholder management

It ensures compliance with contractual agreements

It reduces service delivery costs

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Question 54

An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.

Which technique would allow this organization to BEST understand the external factors that could influence this decision?

The Cynefin framework

PESTLE analysis

SWOT analysis

Porter's Five Forces

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Question 55

The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost.

What should the service desk agent do?

Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user

Advise the user to wait for the supplier to resolve the issue

Replace the printer with a backup unit temporarily

Escalate the issue to the IT manager for a decision

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Question 56

What should be included in an organization's approach to risk management?

An approach to ensuring that risk management is continually aligned with objectives

A static list of risks documented at the start of the project

Only risks related to regulatory compliance

A focus only on risks that have already occurred

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Question 57

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?

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Question 58

An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets.

How can the 'collaborate and promote visibility' guiding principle be applied to this situation?

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Question 59

Resource constraints have slowed an organization's efforts to expand into new markets.

Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?

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Question 60

An organization provides an online portal that its employees can use to learn about and request standard services.

Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

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Total 96 questions

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Case Study

Question 51 (0)

An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers' needs. The organization uses agile methods to manage its digital products and a more t

Question 52 (0)

A service provider has recently started providing services to a new client. Surveys have shown that most of the client's staff are satisfied with their experience across the user journey. However, s

Question 53 (0)

In service relationships, what is a benefit of identifying consumer roles?

Question 54 (0)

An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as part of its strategic plan. The market is extremely competitiv

Question 55 (0)

The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two

Question 56 (0)

What should be included in an organization's approach to risk management?

Question 57 (0)

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?

Question 58 (0)

An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. B

Question 59 (0)

Resource constraints have slowed an organization's efforts to expand into new markets. Which practice would recommend eliminating products and services that are not enabling value, so that the requ

Question 60 (0)

An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal a

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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