[2025] Use Valid New ITIL-4-Specialist-High-velocity-IT Questions - Top choice Help You Gain Success
ITIL-4-Specialist-High-velocity-IT Exam Practice Materials Collection
NEW QUESTION # 28
Which is an example of planning for value co-creation?
- A. Defining KPIs for service quality that align with internal team objectives
- B. Setting expectations with a vendor for service delivery
- C. Documenting user feedback in a service improvement register
- D. Agreeing with a customer the service desk team's response times for each method of user contact
Answer: D
NEW QUESTION # 29
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?
- A. Ensure that their detailed requirements are based on a previous legacy solution
- B. Ask the service provider to customize a solution to suit their requirements
- C. Provide the service provider with a detailed list of requirements
- D. Develop a list of needs focusing on what should be achieved
Answer: D
NEW QUESTION # 30
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.
- A. 1 and 3
- B. 2 and 3
- C. 2 and 4
- D. 1 and 4
Answer: B
NEW QUESTION # 31
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?
Answer:
Explanation:
Provide a range of self-service options as the preferred method with the service desk phone support as back-up
NEW QUESTION # 32
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost.
What should the service desk agent do?
- A. Advise the user to wait for the supplier to resolve the issue
- B. Escalate the issue to the IT manager for a decision
- C. Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user
- D. Replace the printer with a backup unit temporarily
Answer: C
NEW QUESTION # 33
Which statement about the onboarding of services is CORRECT?
Answer:
Explanation:
The onboarding should be planned during the design of the service
NEW QUESTION # 34
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 request management' practice
- B. 'focus on value' guiding principle
- C. service value system
- D. four dimensions of service management
Answer: C
NEW QUESTION # 35
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?
Answer:
Explanation:
Tailored
NEW QUESTION # 36
Which is the BEST method of monitoring the customers overall perception of a service?
Answer:
Explanation:
Perform an analysis of complaints and compliments
NEW QUESTION # 37
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service.
Which approach should the organization follow to decide if they should use the internal service provider or source the service externally?
- A. Outsource immediately to save time without evaluating other factors
- B. Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers
- C. Conduct a staff survey to gauge internal preferences
- D. Focus solely on cost as the deciding factor
Answer: B
NEW QUESTION # 38
Which activity does a service provider carry out as part of the "explore step of the customer journey" ?
Answer:
Explanation:
Analysing potential customers patterns of business activity
NEW QUESTION # 39
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?
- A. Identifying and making requests for outstanding payments for the service
- B. Disabling access to all services for the customer
- C. Conducting an exit interview with the customer to gather feedback
- D. Ensuring all customer data is deleted immediately
Answer: A
NEW QUESTION # 40
Which dimension of service management considers governance, management, and communication?
- A. Information and technology
- B. Partners and suppliers
- C. Organizations and people
- D. Value streams and processes
Answer: C
NEW QUESTION # 41
An organization is undergoing a digital transformation. New behaviour patterns are encouraged among the teams. Many employees have adopted these patterns, but others are reluctant and unsure. An anonymous survey conducted by the leadership team highlighted that some team members avoid experimentation and prefer to search or wait for a single correct solution.
Which TWO key behaviour patternsare MOST LIKELY to be affected by this attitude?
1. Accept ambiguity and uncertainty
2. Commit to continual learning
3. Help get customers'jobs done
4. Trust and be trusted
- A. 3 and 4
- B. 1 and 2
- C. 1 and 4
- D. 2 and 3
Answer: B
NEW QUESTION # 42
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?
- A. Training internal employees to work with the supplier
- B. Integrating supplier activities into the organization's value streams
- C. Conducting regular performance audits of the supplier
- D. Setting stricter service-level expectations with the supplier
Answer: B
NEW QUESTION # 43
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 the BEST example of an experience metric that can be included in the SLA?
- A. Customer satisfaction with the helpline
- B. Total number of calls answered per day
- C. Average call handling time
- D. Percentage of issues resolved within the first call
Answer: A
NEW QUESTION # 44
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?
Answer:
Explanation:
Improve user training materials and methods as part of the "onboarding" step
NEW QUESTION # 45
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