ITIL-4-Specialist-High-velocity-IT Practice Test Questions Updated 98 Questions [Q47-Q70]

QUESTION 47
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?

QUESTION 48
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost.
What should the service desk agent do?

QUESTION 49
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization’s needs?

QUESTION 50
An organization has recently made improvements to how users request new phones, track their arrival and get help setting the phone up.
Which practice has been most affected by these improvements?

QUESTION 51
Which is a valid description of the priorities when using agile development methods?

QUESTION 52
An organization has recently made improvements to how users request new phones, track their arrival, and get help setting the phone up.
Which practice has been most affected by these improvements?

QUESTION 53
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?

QUESTION 54
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?

QUESTION 55
In service relationships, what is a benefit of identifying consumer roles

QUESTION 56
A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?

QUESTION 57
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?

QUESTION 58
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?

QUESTION 59
After completing an online training course, the employees of an organization are better equipped to utilize digital systems.
Which mid-level goal is supported by this training?

QUESTION 60
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost. What should the service desk agent do?

QUESTION 61
What provides value to the organization by ensuring that there is end-to-end management over the organization’s suppliers through a single entity?

QUESTION 62
Which statement about service requests is CORRECT?

QUESTION 63
Which statement about the end-to-end customer journey is CORRECT?

QUESTION 64
An IT department in a large enterprise has been managing a service that is core to the enterprise’s strategy and objectives. Recently, the quality of a service has been falling. Investigations have revealed that the service team works on resolving incidents, requests and problems, and also development, testing, and releasing new functionality. Due to the mixed workload, the team are unable to complete many tasks to the level of quality required.
Which approach would MOST LIKELY help in this situation?

QUESTION 65
Which TWO are possible sources of demand for a value stream to restore a live service?
1. Someone is unable to log into their user account for the service
2. A monitoring tool detects a service failure
3. The service desk calls a user to provide a status update for an incident
4. A user provides feedback to the incident manager when an incident is closed

QUESTION 66
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered. Which technique would allow this organization to BEST understand the external factors that could influence this decision?

QUESTION 67
Which BEST describes the primary role of a governing body?

QUESTION 68
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 BEST example of an experience metric that can be included in the SLA?

QUESTION 69
A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:
* Tactic 1 – acquire new resilient infrastructure
* Tactic 2 – launch services by region
* Operational plan 1 – operate infrastructure to meet service levels
* Operational plan 2 – train staff on new infrastructure skills.
Which strategy do these tactics and operational plans support?

QUESTION 70
Which statement about the reporting of service outcomes and performance is CORRECT?