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Free PEOPLECERT ITIL-4-Specialist-High-velocity-IT Exam Questions (page: 3)

Page 3 of 21
PDF with 96 Questions

A service provider is tracking the likelihood of service failures that could affect the service consumer.
What is this a measure of?

  1. Impact
  2. Risk
  3. Priority
  4. Availability

Answer(s): B



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?

  1. Identify ways to improve service levels, and discuss the cost of these improvements with the customers
  2. Focus on technical excellence to further improve services
  3. Analyze customer feedback to understand and address unmet expectations
  4. Provide additional training to customers on using the service

Answer(s): A



A team is evaluating commercial software products in an effort 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?

  1. Define requirements for configuring the product
  2. Analyze the costs of implementing the product
  3. Identify the technical compatibility of the product
  4. Evaluate user feedback on product prototypes

Answer(s): A



Which is a valid description of the priorities when using agile development methods?

  1. Responding to changes over following a plan
  2. Following a fixed schedule over flexibility
  3. Prioritizing documentation over adaptability
  4. Maintaining strict guidelines over innovation

Answer(s): A



What should be done FIRST when designing a customer journey?

  1. Defining the desired outcome and the value proposition
  2. Mapping the technical requirements for service delivery
  3. Identifying potential risks to the journey
  4. Creating a feedback loop for customer input

Answer(s): A



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