peoplecert itil 4 specialist high velocity it practice test

Which stakeholders should assess and evaluate value realization?

• A. Only the service consumer
• B. Both the service consumer and the service provider
• C. Only the service provider
• D. Independent third-party auditors

An organization introduced a dedicated team of support agents, which answers questions, provides
consultations, and fulfills a range of predefined changes initiated by external users with higher levels
of subscription.
Which practice ensures effective fulfillment of these service actions?

• A. Incident management
• B. Service request management
• C. Problem management
• D. Change enablement

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. Change enablement
• B. Business analysis
• C. Service level management
• D. Incident management

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 the future?

• A. Sending surveys to users after every incident is resolved
• B. Regularly provide updates about service improvements made as a result of user feedback
• C. Implementing an automated feedback response system
• D. Publicly acknowledging the users who provided feedback

An organization is encouraging its staff to work from home instead of the office. This has caused
changes to how and when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this
situation?

• A. Monitoring service availability
• B. Analyzing patterns of business activity
• C. Implementing resource optimization tools
• D. Creating new service level agreements

Which activity does a service provider carry out as part of the "explore step of the customer
journey"?

• A. Setting service level expectations with potential customers
• B. Analyzing potential customer patterns of business activity
• C. Onboarding customers to existing services
• D. Reviewing past customer satisfaction surveys

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 number of photo formats supported for upload
• B. The uptime percentage of the social media site
• C. The average time to respond to a user query
• D. The cost of hosting the service

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. Ensuring hardware compatibility with the desktop service
• B. Training users in the correct procedures for accessing support for the desktop service
• C. Setting up remote access tools for the service provider
• D. Creating service level agreements

Which activity, carried out by both the service provider and the service consumer, enables service
provision and consumption to start?

• A. Contract negotiation
• B. Onboarding
• C. Incident resolution
• D. Feedback gathering

An organization is receiving complaints about the performance of one of its online services. Some of
the complaints are coming from its internal employees who are reporting issues with onboarding
new consumers. The organization has limited resources.
Which is the FIRST step that this organization should take to address the complaints?

• A. Implement a customer satisfaction survey
• B. Analyze the patterns of business activity
• C. Develop a new onboarding strategy
• D. Prioritize internal employee complaints