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

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

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Question # 4

Which is intended to help an organization adopt and adapt ITIL guidance?

A.

The guiding principles

B.

The service value chain

C.

The four dimensions of service management

D.

Practices

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Question # 5

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?

A.

Implement a 'shift-left' approach to provide support and downloadable help articles

B.

Provide simple online support and contact numbers for the service desk

C.

Use popular networking sites to promote and provide online user support

D.

Use machine learning chatbots to anticipate the needs of the users and provide solutions

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Question # 6

At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?

A.

Onboard and Co-create

B.

Engage and Deliver

C.

Explore and Improve

D.

Design and Transition

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Question # 7

An employee has some concerns at work but does not share this information with others because they fear that this

would damage their reputation and position.

What is PRIMARILY concerned with preventing this situation?

A.

Integration of duties

B.

Toyota Kata

C.

Design thinking

D.

Safety culture

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Question # 8

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

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