PeopleCert ITIL 4 Specialist High velocity IT Exam Questions Instant Access

Question 1

Resource constraints have slowed an organization's efforts to expand into new markets.

Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?

APortfolio management

BService level management

CChange enablement

DRisk management

Answer : A

Question 2

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 3

A service provider is starting to design a customer journey. The service provider has documented the utility, warranty, and experience that the service should deliver.

What else do they need to identify before they start to design the journey?

ASpecific technical requirements for the service

BOutcomes that are needed from the service

CPotential risks to the customer journey

DKey performance indicators for measuring success

Answer : B

Question 4

What should be included in an organization's approach to risk management?

AAn approach to ensuring that risk management is continually aligned with objectives

BA static list of risks documented at the start of the project

COnly risks related to regulatory compliance

DA focus only on risks that have already occurred

Answer : A

Question 5

What should be done FIRST when designing a customer journey?

ADefining the desired outcome and the value proposition

BMapping the technical requirements for service delivery

CIdentifying potential risks to the journey

DCreating a feedback loop for customer input

Answer : A

Question 6

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 7

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?

ADisabling access to all services for the customer

BIdentifying and making requests for outstanding payments for the service

CEnsuring all customer data is deleted immediately

DConducting an exit interview with the customer to gather feedback

Answer : B

PeopleCert ITIL 4 Specialist: High-velocity IT Exam ITIL 4 Specialist High velocity IT Exam Questions