Verified ITIL-4-Specialist-High-velocity-IT dumps Q&As - Pass Guarantee Exam Dumps Test Engine [2025]
ITIL-4-Specialist-High-velocity-IT dumps and 98 unique questions
NEW QUESTION # 43
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 future?
Answer:
Explanation:
Regularly provide updates about service improvements made as a result of user feedback
NEW QUESTION # 44
The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application, and believe that it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system. How can a 'service mindset' improve the situation?
Answer:
Explanation:
By encouraging users to understand the features of the new application, and how it can contribute to achievement of the enterprise's objectives
NEW QUESTION # 45
Which is the BEST method of monitoring the customer's overall perception of a service?
- A. Conduct regular service performance reviews
- B. Perform an analysis of complaints and compliments
- C. Use surveys to measure customer satisfaction
- D. Analyze service usage patterns
Answer: B
NEW QUESTION # 46
An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?
- A. Start a request for proposal (RFP) exercise to find a consultant who can document the value streams
- B. Agree on the appropriate level of detail and perspective describing the value stream
- C. Identify all the practices the organization is currently using
- D. Make the team aware of the organization's governance policies
Answer: B
NEW QUESTION # 47
An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.
Which activity would MOST help the organization at this stage?
- A. Training internal employees to work with the supplier
- B. Integrating supplier activities into the organization's value streams
- C. Setting stricter service-level expectations with the supplier
- D. Conducting regular performance audits of the supplier
Answer: B
NEW QUESTION # 48
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?
- A. Outcomes that are needed from the service
- B. Specific technical requirements for the service
- C. Key performance indicators for measuring success
- D. Potential risks to the customer journey
Answer: A
NEW QUESTION # 49
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?
- A. Ad-hoc joint service reviews of costs and benefits
- B. Review of costs of service provider technology upgrades
- C. Continual tracking and analysis of the outcomes, costs, and risks
- D. Joint service reviews of achievements of service targets
Answer: D
NEW QUESTION # 50
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?
- A. service management
- B. Portfolio management
Answer: B
NEW QUESTION # 51
Which domain involves running experiments to decide how to respond to a situation?
- A. Emergent practice
- B. Novel practice
- C. Best practice
- D. Good practice
Answer: A
NEW QUESTION # 52
Which stakeholders should assess and evaluate value realization?
Answer:
Explanation:
Both the service consumer and the service provider
NEW QUESTION # 53
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?
Answer:
Explanation:
Identifying and making requests for outstanding payments for the service
NEW QUESTION # 54
An IT service provider is carrying out an internal
assessment, to identify opportunities to develop and improve their
services. They have reviewed workflows and activities, the capabilities of their workforce, and supplier contracts.
Which area do they also need to consider?
Answer:
Explanation:
Information and technology
NEW QUESTION # 55
A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?
Answer:
Explanation:
Using a push method to check the user's device each time it is connected
NEW QUESTION # 56
An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets.
How can the 'collaborate and promote visibility' guiding principle be applied to this situation?
- A. By being transparent about constraints and managing expectations
- B. By deferring implementation until all conflicts are resolved
- C. By focusing only on technical performance indicators
- D. By prioritizing the marketing team's expectations over all others
Answer: A
NEW QUESTION # 57
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
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: A
NEW QUESTION # 58
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