Pass the ITIL 4 Specialist: High-velocity IT Exam ITIL-4-Specialist-High-velocity-IT Questions and answers with ValidTests

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Questions # 1:

Users often do not provide feedback because they do not believe it will be addressed.

Which is the BEST method for encouraging users to submit feedback in this situation?

Options:

Offering rewards for providing feedback

Making feedback processing visible for everyone

Conducting mandatory feedback surveys

Reducing the number of feedback channels

Expert Solution

Questions # 2:

An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service.

Which approach should the organization follow when creating a value stream for this new service?

Options:

Create one value stream for the entire project, to enable an end-to-end, holistic vision of the service

Create separate value streams for practices, people, tools and suppliers, to ensure that the 'four dimensions' are considered equally

Create separate value streams for every project phase, to ensure that each milestone is achieved using agile techniques

Create one value stream for each team, to allow the teams to focus on their different objectives

Expert Solution

Questions # 3:

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

Options:

By being fair and transparent with costs

By optimizing the use of resources during the service lifecycle

By understanding service consumer needs and desires

By ensuring key risks have been identified and addressed

Expert Solution

Questions # 4:

A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.

How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

Options:

Be respectful of the consumer organization's decision to make these changes

Ensure there is adequate capacity to meet the increased demand of the changes

Ensure adequate knowledge and skills to support the customer's changes

Respond in a timely manner to the customer's enquiries

Expert Solution

Questions # 5:

Which is the MAIN reason for service providers to encourage feedback on service provision?

Options:

To provide sources of continual improvement of services and practices

To allow the service consumer to identify potential super-users

To establish which user communities are providing most value

To allow service consumers to compare service providers

Expert Solution

Questions # 6:

A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way.

Which is the MOST appropriate approach?

Options:

Send an email to the affected staff and ensure that as much detail as possible is included

Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff

Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum

Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonvmitv to be retained

Expert Solution

Questions # 7:

A service provider has built a 'collaborative relationship' with a customer.

Which activities are they MOST LIKELY to use to validate the services that are provided?

Options:

Joint service reviews of achievements of service targets

Continual tracking and analysis of the outcomes, costs, and risks

Review of costs of service provider technology upgrades

Ad-hoc joint service reviews of costs and benefits

Expert Solution

Questions # 8:

An organization is considering how a new service will be supported when it goes live. There are many teams contribute to the support of the service.

Which approach should the organization follow when creating a value stream to support the new service?

Options:

Create one value stream for each support team

Create one value stream for every lifecycle phase of support requests

Create one value for the entire set of support activities

Create separate value streams for practices, people, tools and suppliers

Expert Solution

Questions # 9:

Which statement about employee surveys is CORRECT?

Options:

They are conducted at several organizational levels, formally and informa

They are intended to be conducted across an entire organization

They are typically conducted annually

They can only be conducted electronically so have limited application

Expert Solution

Questions # 10:

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?

Options:

Outsource immediately to save time

Start 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

Focus on cost as the sole deciding factor

Conduct an internal survey to determine staff preferences

Expert Solution

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Pass the ITIL 4 Specialist: High-velocity IT Exam ITIL-4-Specialist-High-velocity-IT Questions and answers with ValidTests

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