[Mar-2025] ITIL-4-Specialist-High-velocity-IT Questions - Truly Beneficial For Your Peoplecert Exam
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Peoplecert ITIL-4-Specialist-High-velocity-IT Exam Syllabus Topics:
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NEW QUESTION # 51
An organization is negotiating and agreeing on 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?
- A. The cost of hosting the service
- B. The uptime percentage of the social media site
- C. The average time to respond to a user query
- D. The number of photo formats supported for upload
Answer: D
NEW QUESTION # 52
A service provider is planning to onboard a new desktop service for a new customer.
Which activity will be carried out by the customer?
- A. Setting up remote access tools for the service provider
- B. Ensuring hardware compatibility with the desktop service
- C. Training users in the correct procedures for accessing support for the desktop service
- D. Creating service level agreements
Answer: C
NEW QUESTION # 53
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 # 54
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?
- A. Reducing the number of feedback channels
- B. Offering rewards for providing feedback
- C. Conducting mandatory feedback surveys
- D. Making feedback processing visible for everyone
Answer: D
NEW QUESTION # 55
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
Answer:
Explanation:
Risk
NEW QUESTION # 56
A service provider has recently started providing services to a new client. Surveys have shown that most of the client's staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.
Which is the BEST recommendation to improve the user journey?
- A. Implement user feedback loops to improve processes
- B. Increase service desk availability for new users
- C. Streamline service delivery to reduce delays in accessing services
- D. Improve user training materials and methods as part of the 'onboarding' step
Answer: D
NEW QUESTION # 57
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time, and the proposed functionality was not included in the design.
Which practice includes activities which could have helped to avoid this situation?
- A. Business analysis
- B. Service level management
- C. Incident management
- D. Change enablement
Answer: A
NEW QUESTION # 58
Which is a challenge when onboarding individual consumers?
- A. Providing marketing material tailored to the needs of service consumer
- B. Dealing with a large number of consumers with varied skills and backgrounds
- C. Identifying the customer that can represent the service consumer
- D. Identifying the consumers' needs because they do not communicate them clearly
Answer: B
NEW QUESTION # 59
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?
- A. the cynefin framework
- B. PESTLE analysis
Answer: B
NEW QUESTION # 60
Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are. Which action would BEST help to improve this situation?
Answer:
Explanation:
Improve the training given to the staff of the service desk function
NEW QUESTION # 61
Which statement BEST describes the role of IT staff in risk management?
- A. IT staff have a perspective of potential risks in their work, and are responsible for contributing to the effective management of risks
- B. IT staff cannot be relied on to objectively identify potential risks in their work
- C. When IT services fail because of unidentified risk, responsible staff must be held accountable
- D. IT risk management is a specialized skill and should be performed only by specially trained staff
Answer: A
NEW QUESTION # 62
Which is the BEST method of monitoring the customer's overall perception of a service?
- A. Analyze service usage patterns
- B. Conduct regular service performance reviews
- C. Use surveys to measure customer satisfaction
- D. Perform an analysis of complaints and compliments
Answer: D
NEW QUESTION # 63
In service relationships, what is a benefit of identifying consumer roles?
- A. It clarifies the service provider's responsibilities
- B. It ensures compliance with contractual agreements
- C. It reduces service delivery costs
- D. It enables stakeholder management
Answer: D
NEW QUESTION # 64
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
- A. Contract negotiation
- B. Feedback gathering
- C. Onboarding
- D. Incident resolution
Answer: C
NEW QUESTION # 65
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?
Answer:
Explanation:
By being transparent about constraints and managing expectations
NEW QUESTION # 66
Which stakeholders should assess and evaluate value realization?
Answer:
Explanation:
Both the service consumer and the service provider
NEW QUESTION # 67
Which statement about the reporting of service outcomes and performance is CORRECT?
- A. Service performance metrics should be mapped to customer outcomes
- B. Customer satisfaction feedback should be mapped to service provider outcomes
- C. Return on investment (ROI) should be mapped to customer outcomes
- D. IT component scorecards should be mapped to service provider outcomes
Answer: A
NEW QUESTION # 68
What should be done FIRST when designing a customer journey?
Answer:
Explanation:
Defining the desired outcome and the value proposition
NEW QUESTION # 69
What should be included in an organization's approach to risk management?
- A. A focus only on risks that have already occurred
- B. A static list of risks documented at the start of the project
- C. An approach to ensuring that risk management is continually aligned with objectives
- D. Only risks related to regulatory compliance
Answer: C
NEW QUESTION # 70
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