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

An organization provides an online portal that its employees can use to learn about and request standard services.

Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

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?

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?

Which statement about the reporting of service outcomes and performance is CORRECT?

How can an organization facilitate positive outcomes and experiences throughout the customer journey?

A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?

1. Modify the application to automatically add the current time and date when transaction is entered

2. Establish a communication plan to remind users of the importance of time and date on transactions

3. Develop a goals cascade so all staff know their role in achieving company goals

4. Create a report showing non-compliant records and take action to correct

Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?