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

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Total 96 questions

Which statement about service requests is CORRECT?

A.

Service requests are always handled as incidents

B.

Service requests are submitted via agreed channels

C.

Service requests require approval from senior management

D.

Service requests are only applicable for IT-related needs

An IT service provider is carrying out an internal assessment to identify opportunities to develop and improve their services. They have reviewed workflows and activities, the capabilities of their workforce, and supplier contracts.

Which area do they also need to consider?

A.

Service design processes

B.

Information and technology

C.

Customer satisfaction metrics

D.

Financial budgets

Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are.

Which action would BEST help to improve this situation?

A.

Automating service desk processes to reduce human error

B.

Improve the training given to the staff of the service desk function

C.

Increase the number of service desk agents available

D.

Implement stricter service desk performance metrics

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?

A.

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

B.

Streamline service delivery to reduce delays in accessing services

C.

Implement user feedback loops to improve processes

D.

Increase service desk availability for new users

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?

A.

Perform a detailed gap analysis of current and future customer needs

B.

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

C.

Use a single standardized approach for all customer needs analysis

D.

Focus on digital products and defer legacy systems analysis

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?

A.

Send an email to the affected staff and ensure that as much detail as possible is included

B.

Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff

C.

Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum

D.

Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonvmitv to be retained

An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.

Which is the BEST approach?

A.

Ensure that the service desk staff are aware of the new regulation and let them decide what data to record and produce reports when requested

B.

Update the logging tool to ensure that all fields must be completed for every incident record, and produce daily reports of all service desk activity

C.

Ensure that the service desk staff are aware of the new regulation, and continue to use existing reports of service desk activity

D.

Update the logging tool to ensure that the minimum data required by the regulation is always recorded, and report on any deviations

A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:

• Tactic 1 - acquire new resilient infrastructure

• Tactic 2 - launch services by region

• Operational plan 1 - operate infrastructure to meet service levels

• Operational plan 2 - train staff on new infrastructure skills.

Which strategy do these tactics and operational plans support?

A.

Increase revenue by introducing a new range of services

B.

Identify customer needs for new services by researching market

C.

Ensure improved handling of service requests by training staff

D.

Ensure successful deployment by preparing implementation plan for new services

How can an organization facilitate positive outcomes and experiences throughout the customer journey?

A.

By being fair and transparent with costs

B.

By optimizing the use of resources during the service lifecycle

C.

By understanding service consumer needs and desires

D.

By ensuring key risks have been identified and addressed

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

A.

Setting service level expectations with potential customers

B.

Analyzing potential customer patterns of business activity

C.

Onboarding customers to existing services

D.

Reviewing past customer satisfaction surveys