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NEW QUESTION # 24
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?
- A. Identifying and making requests for outstanding payments for the service
- B. Conducting an exit interview with the customer to gather feedback
- C. Ensuring all customer data is deleted immediately
- D. Disabling access to all services for the customer
Answer: A
NEW QUESTION # 25
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?
- A. Asset Management
- B. Service Request Management
- C. Change Enablement
- D. Incident Management
Answer: B
NEW QUESTION # 26
An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization's services to improve efficiency. One of the business units wants to introduce a new product line.
Which is the BEST way for the organization to manage this situation?
- A. Hold separate meetings with each team to assess their needs
- B. Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives
- C. Allocate resources equally to all teams to address their needs
- D. Focus on the initiative with the highest immediate financial return
Answer: B
NEW QUESTION # 27
What is the BEST way for a software development organization to encourage ethical behaviours?
- A. By defining policy that requires ethics to be considered by staff
- B. By using agile methods to ensure people focus on the detail of each individual sprint
- C. By running workshops where people discuss scenarios that have ethical significance
- D. By using machine learning algorithms to take decisions, instead of relying on people
Answer: C
Explanation:
HVIT places strong emphasis on culture, behaviour, shared understanding, and learning. Ethical behaviour is not created reliably by policy alone. Policy can set expectations, but real ethical capability comes from discussion, reflection, and repeated practice in ambiguous real-world situations.
Workshops that explore ethically significant scenarios help people understand trade-offs, build judgement, and align decisions with organizational values. That is much more effective than simply publishing a policy.
Machine learning does not remove ethical responsibility; it can actually create more ethical risk if used without human judgement. Agile methods help speed and feedback, but they do not by themselves ensure ethical awareness.
So D is best because it develops ethical thinking as a lived organizational capability, which is much more aligned with HVIT culture.
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NEW QUESTION # 28
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?
- A. Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing on the requirements
- B. Postpone the requirements gathering until a budget increase is approved
- C. Use standard templates to define requirements without user input
- D. Focus only on the most critical requirements to reduce costs
Answer: A
NEW QUESTION # 29
Which high-velocity IT objective MOST supports delivering product functionality in small increments?
- A. Assured conformance
- B. Valuable investments
- C. Fast development
- D. Co-created value
Answer: C
Explanation:
Delivering functionality in small increments is a hallmark of fast development. It supports shorter feedback loops, lower deployment risk, earlier value realization, and easier adaptation to change. HVIT encourages this kind of incremental delivery to maintain flow and responsiveness.
Valuable investments is more about ensuring resources create meaningful returns and outcomes. Co-created value concerns the mutual realization of value in use. Assured conformance focuses on governance and control. The most direct objective behind small, frequent increments is fast development.
So C is correct.
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NEW QUESTION # 30
Which is often a feature of a service value system for a digitally enabled organization?
- A. Separate value streams for each product and service
- B. Temporary project teams for product or service development
- C. Limited interaction between service providers and service consumers
- D. Detailed processes, procedures, and work instructions
Answer: A
Explanation:
Digitally enabled organizations often structure work around products and services, with distinct value streams that support the creation, delivery, support, and improvement of each offering. This helps align activities to value and supports faster, more responsive delivery.
A is less typical in modern digital operating models, which often emphasize stable, cross-functional product teams rather than temporary project teams. C is incorrect because digital organizations usually depend on more interaction and feedback, not less. D may exist where needed, but highly detailed process control is not generally the defining feature of fast digital service value systems.
B is the best answer because separate value streams for products and services are a common pattern in digitally enabled organizations. The ITIL 4 practice-guide manual also emphasizes practices contributing to value streams and the service value chain .
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NEW QUESTION # 31
Governance is a core component of the service value system.
How does governance support high-velocity IT?
- A. It represents the types of resources used by the organization
- B. It defines the influence of political and economic factors on the organization
- C. It offers a pattern for scientific thinking and routines for practice
- D. It directs the organizational entity responsible for digital technology
Answer: D
NEW QUESTION # 32
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?
Answer:
Explanation:
Service request Management
NEW QUESTION # 33
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. 3 and 4
- B. 1 and 4
- C. 1 and 2
- D. 2 and 3
Answer: C
NEW QUESTION # 34
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?
- A. Information and technology
- B. Financial budgets
- C. Customer satisfaction metrics
- D. Service design processes
Answer: D
NEW QUESTION # 35
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. Incident management
- B. Knowledge management
- C. Service catalogue management
- D. Configuration management
Answer: C
NEW QUESTION # 36
Which statement about the onboarding of services is CORRECT?
Answer:
Explanation:
The onboarding should be planned during the design of the service
NEW QUESTION # 37
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?
Answer:
Explanation:
Making feedback processing visible for everyone
NEW QUESTION # 38
An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization's services to improve efficiency. One of the business units wants to introduce a new product line. Which is the BEST way for the organization to manage this situation?
Answer:
Explanation:
Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives
NEW QUESTION # 39
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 the BEST example of an experience metric that can be included in the SLA?
- A. Customer satisfaction with the helpline
- B. Average call handling time
- C. Percentage of issues resolved within the first call
- D. Total number of calls answered per day
Answer: A
NEW QUESTION # 40
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?
- A. Focus solely on cost as the deciding factor
- B. Outsource immediately to save time without evaluating other factors
- C. 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
- D. Conduct a staff survey to gauge internal preferences
Answer: C
NEW QUESTION # 41
A development team has too much work in progress. Features are started quickly, but many remain unfinished for long periods, causing delays and confusion.
Which technique would BEST help the team improve flow?
- A. Chaos engineering
- B. Shift-left testing
- C. Kanban
- D. Service level management
Answer: C
Explanation:
Kanban is specifically designed to improve flow by visualizing work, limiting work in progress, and helping teams identify bottlenecks. In this scenario, the problem is not lack of effort but poor flow discipline. Too much simultaneous work causes delay, context switching, and reduced throughput.
Chaos engineering is for resilience testing. Shift-left testing improves early quality control. Service level management focuses on agreed service targets. None of those addresses the core issue as directly as Kanban.
Therefore A is the best answer.
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NEW QUESTION # 42
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
- A. Impact
- B. Availability
- C. Risk
- D. Priority
Answer: C
NEW QUESTION # 43
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