ITIL-4-Specialist-High-velocity-IT ITIL 4 Specialist: High-velocity IT Exam Question and Answers

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 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?

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 is the BEST method of monitoring the customers overall perception of a service?

Which statement about employee surveys is CORRECT?

in service relationships, what is a benefit of identifying consumer roles

An IT department is planning to make significant investments in new testing technology that will enable them to provide much more reliable services.

What does this situation describe?

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with

the organization's objectives.

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?

A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then. Which practice includes activities which could have helped to avoid this situation?

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

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 service provider has recently started providing services to a new client. Surveys have shown that most of 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 service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?

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 BEST describes the primary role of a governing body?

Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization's goals?

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

A customer usually has good control of a service provider in terms of achieving service levels, but often struggles to

assess service value

Which level of service relationship maturity does this situation describe?

Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

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

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?

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

Which stakeholders should assess and evaluate value realization?

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