PeopleCert ITIL-4-Specialist-High-velocity-IT Exam Practice Test Instant Access

Question 1

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?

AAutomating service desk processes to reduce human error

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

CIncrease the number of service desk agents available

DImplement stricter service desk performance metrics

Answer : B

Question 2

An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization's services to improve efficiency. One of the business units wants to introduce a new product line.

Which is the BEST way for the organization to manage this situation?

AHold separate meetings with each team to assess their needs

BUse the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives

CAllocate resources equally to all teams to address their needs

DFocus on the initiative with the highest immediate financial return

Answer : B

Question 3

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?

APerform a detailed gap analysis of current and future customer needs

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

CUse a single standardized approach for all customer needs analysis

DFocus on digital products and defer legacy systems analysis

Answer : B

Question 4

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.

A1 and 4

B2 and 4

C1 and 3

D2 and 3

Answer : D

Question 5

Which statement about the onboarding of services is CORRECT?

AOnboarding should be conducted after the service is operational

BThe onboarding should be planned during the design of the service

COnboarding does not require customer involvement

DThe onboarding process is optional for new services

Answer : B

Question 6

An organization has recently made improvements to how users request new phones, track their arrival, and get help setting the phone up.

Which practice has been most affected by these improvements?

AIncident Management

BService Request Management

CChange Enablement

DAsset Management

Answer : B

Question 7

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?

AImplement a customer satisfaction survey

BAnalyze the patterns of business activity

CDevelop a new onboarding strategy

DPrioritize internal employee complaints

Answer : B

PeopleCert ITIL-4-Specialist-High-velocity-IT ITIL 4 Specialist: High-velocity IT Exam Practice Test