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

Which statement BEST describes the role of IT staff in risk management?

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?

A service provider is starting to design a customer journey. The service provider has documented the utility, warranty and experience that the service should deliver.

What else do they need to identify before they start to design the journey?

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?

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?

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?

Which TWO are possible sources of demand for a value stream to restore a live service?

1. Someone is unable to log into their user account for the service

2. A monitoring tool detects a service failure

3. The service desk calls a user to provide a status update for an incident

4. A user provides feedback to the incident manager when an incident is closed

Which statement about employee surveys is CORRECT?

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

Which statement about the onboarding of services is CORRECT?

Which is a valid description of the priorities when using agile development methods?

An organization is considering how a new service will be supported when it goes live. There are many teams contribute to the support of the service.

Which approach should the organization follow when creating a value stream to support the new 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 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?

An organization has signed a contract to outsource its service desk function to a supplier. The

organization wants to ensure that its customers and users will receive a seamless support

service.

Which activity would MOST help the organization at this stage?

The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application, and believe that it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system. How can a 'service mindset' improve the situation?

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?

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service.

Which approach should the organization follow when creating a value stream for this new service?

Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?

Which statement about the end-to-end customer journey is CORRECT?

A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.

Which is the BEST method of providing user support?

An organization is negotiating and agreeing 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 bank provides an online banking service to external users.

The bank measures the functional and non-functional aspects of the

service in several ways and is meeting its targets. However, user

satisfaction with the service is not as high as the bank would like it

to be.

Which is the BEST example of an additional aspect of the service that

the bank should measure?

An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA. Which is BEST example of an experience metric that can be included in the SLA?