ITIL ITIL-4-Specialist-High-velocity-IT - ITIL 4 Specialist: High-velocity IT Exam

Which TWO are examples that can be handled as service requests?

A customer asks a service provider to design an app for staff to submit vacation requests.

A staff member asks for a new barcode scanner from an internal IT department.

A manager requires swift changes to user access rights for an employee.

A service provider establishes a channel for users to submit emergency changes.

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?

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?

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?

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?

Which domain involves running experiments to decide how to respond to a situation?

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

What should they do FIRST?

A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which activity should the service provider include in the plans to offboard the service?

After completing an online training course, the employees of an organization are better equipped to utilize digital systems.

Which mid-level goal is supported by this training?

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?