ITIL 4 Specialist: High-velocity IT Exam Questions PDF download

QUESTION: 9

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

Responding to changes over following a plan
Following a fixed schedule over flexibility
Prioritizing documentation over adaptability
Maintaining strict guidelines over innovation

Answer(s): A

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QUESTION: 10

What should be done FIRST when designing a customer journey?

Defining the desired outcome and the value proposition
Mapping the technical requirements for service delivery
Identifying potential risks to the journey
Creating a feedback loop for customer input

Answer(s): A

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QUESTION: 11

Which stakeholders should assess and evaluate value realization?

Only the service consumer
Both the service consumer and the service provider
Only the service provider
Independent third-party auditors

Answer(s): B

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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?

Incident management
Service request management
Problem management
Change enablement

Answer(s): B

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QUESTION: 13

A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time, and the proposed functionality was not included in the design.
Which practice includes activities which could have helped to avoid this situation?

Change enablement
Business analysis
Service level management
Incident management

Answer(s): B

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QUESTION: 14

What is the BEST way of demonstrating that user feedback is taken seriously, and is appropriately acted upon, in order to encourage more feedback in the future?

Sending surveys to users after every incident is resolved
Regularly provide updates about service improvements made as a result of user feedback
Implementing an automated feedback response system
Publicly acknowledging the users who provided feedback

Answer(s): B

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QUESTION: 15

An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

Monitoring service availability
Analyzing patterns of business activity
Implementing resource optimization tools
Creating new service level agreements

Answer(s): A

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QUESTION: 16

Which activity does a service provider carry out as part of the "explore step of the customer journey"?

Setting service level expectations with potential customers
Analyzing potential customer patterns of business activity
Onboarding customers to existing services
Reviewing past customer satisfaction surveys

Answer(s): B

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PEOPLECERT ITIL 4 Specialist: High-velocity IT ITIL-4-Specialist-High-velocity-IT Dumps in PDF

Free PEOPLECERT ITIL-4-Specialist-High-velocity-IT Real Questions (page: 11)

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