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

A team is evaluating commercial software products in aneffort to improve communication and collaboration within the team. The members of the team cannot agree on the process that they should use to evaluate the products.Which step should the team complete LAST?

• 35px;">Define requirements for configuring the product
• J

An organization that has been successful in the past is now struggling to succeed in a highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.In the context of the Cynefin framework, which approach would BEST enable the organization to progress?

• Ask experts to analyse the options and provide a recommendation
• Set clear objectives and apply proven best practices
• Take quick action to stabilize the situation
• Use safe-to-fail experiments to collect knowledge

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?

• j
• 35px;">Service request Management

An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.Which is the BEST approach?

• Ensure that the service desk staff are aware of the new regulation and let them decide what data to record and produce reports when requested
• Update the logging tool to ensure that all fields must be completed for every incident record, and produce daily reports of all service desk activity
• Ensure that the service desk staff are aware of the new regulation, and continue to use existing reports of service desk activity
• Update the logging tool to ensure that the minimum data required by the regulation is always recorded, and report on any deviations

Which TWO are possible sources of demand for a value stream to restore a live service?

• Someone is unable to log into their user account for the service
• A monitoring tool detects a service failure
• The service desk calls a user to provide a status update for an incident
• A user provides feedback to the incident manager when an incident is closed
• 1 and 2
• 1 and 4
• 2 and 3
• 3 and 4

An organization is negotiating and agreeing the service levels for a social media site. Which is an example of a measure of utility that should be included in the service level agreement?

• The number of photo formats supported for upload
• k

An organization with limited resources has a sales team that would like a new service to make it easier to managecustomer information. There is also a finance team that wants to consolidate the organization's services toimprove 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?

• k
• Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives

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?

• the cynefin framework
• PESTLE analysis

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?

• k
• Making feedback processing visible for everyone

Governance is a core component of the service value system. How does governance support high-velocity IT?

• It represents the types of resources used by the organization
• It directs the organizational entity responsible for digital technology
• It offers a pattern for scientific thinking and routines for practice
• It defines the influence of political and economic factors on the organization