Free ITIL 4 Specialist: High-velocity IT Exam ITIL-4-Specialist-High-velocity-IT Exam Practice Test

An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers' needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services.Which is the BEST way for this organization to undertake this analysis?

• k
• >Develop models that help analysts perform tasks that are appropriate for a given context

A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

• k
• 35px;">The service will display a list of items uploaded by the user

in service relationships, what is a benefit of identifying consumer roles

• k
• It enables stakeholder management

> 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?

• d
• Service catalogue management

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?

• k
• Integrating supplier activities into organization's value streams

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?

• 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

A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.Which is the BEST thing the service provider can do about this?

• Identify ways to improve service levels, and discuss the cost of these improvements with the customers
• k

An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?

• k
• >Gather customer experience and service level metrics

A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.Which is the BEST method of providing user support?

• Implement a 'shift-left' approach to provide support and downloadable help articles
• Provide simple online support and contact numbers for the service desk
• Use popular networking sites to promote and provide online user support
• Use machine learning chatbots to anticipate the needs of the users and provide solutions

Which statement about service requests is CORRECT?

• k
• 35px;">Service requests are submitted via agreed channels