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

Question 1

An organization is negotiating and agreeing on 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?

AThe number of photo formats supported for upload

BThe uptime percentage of the social media site

CThe average time to respond to a user query

DThe cost of hosting the service

Answer : A

Question 2

A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

AUsing a manual process for each update

BUsing a push method to check the user's device each time it is connected

CAllowing users to pull updates when they choose

DSending email notifications for manual installation of updates

Answer : B

Question 3

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?

AOutsource immediately to save time

BStart 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

CFocus on cost as the sole deciding factor

DConduct an internal survey to determine staff preferences

Answer : B

Question 4

A service provider is planning to onboard a new desktop service for a new customer.

Which activity will be carried out by the customer?

AEnsuring hardware compatibility with the desktop service

BTraining users in the correct procedures for accessing support for the desktop service

CSetting up remote access tools for the service provider

DCreating service level agreements

Answer : B

Question 5

An organization introduced a dedicated team of support agents, which answers questions, provides consultations, and fulfills a range of predefined changes initiated by external users with higher levels of subscription.

Which practice ensures effective fulfillment of these service actions?

AIncident management

BService request management

CProblem management

DChange enablement

Answer : B

Question 6

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

AResponding to changes over following a plan

BFollowing a fixed schedule over flexibility

CPrioritizing documentation over adaptability

DMaintaining strict guidelines over innovation

Answer : A

Question 7

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

AIt reflects an overall perception of the customer's experience

BIt involves only the stages of service delivery and resolution

CIt excludes customer interactions outside of the organization's processes

DIt focuses exclusively on technical service outcomes

Answer : A

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