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

Question 1

Which is an example of planning for value co-creation?

ADefining KPIs for service quality that align with internal team objectives

BAgreeing with a customer the service desk team's response times for each method of user contact

CDocumenting user feedback in a service improvement register

DSetting expectations with a vendor for service delivery

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 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 without evaluating other factors

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 solely on cost as the deciding factor

DConduct a staff survey to gauge internal preferences

Answer : B

Question 4

An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas such as sales and customer support.

How can the organization BEST collect the information needed to address these complaints?

AAnalyze operational metrics and sales data

BGather customer experience and service level metrics

CReview internal service performance reports

DConduct stakeholder interviews to understand issues

Answer : B

Question 5

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?

AAverage call handling time

BCustomer satisfaction with the helpline

CTotal number of calls answered per day

DPercentage of issues resolved within the first call

Answer : B

Question 6

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 7

A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.

Which is the BEST thing the service provider can do about this?

AIdentify ways to improve service levels, and discuss the cost of these improvements with the customers

BFocus on technical excellence to further improve services

CAnalyze customer feedback to understand and address unmet expectations

DProvide additional training to customers on using the service

Answer : A

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