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

Page 4 of 21
PDF with 96 Questions

Which stakeholders should assess and evaluate value realization?

  1. Only the service consumer
  2. Both the service consumer and the service provider
  3. Only the service provider
  4. Independent third-party auditors

Answer(s): B



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?

  1. Incident management
  2. Service request management
  3. Problem management
  4. Change enablement

Answer(s): B



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?

  1. Change enablement
  2. Business analysis
  3. Service level management
  4. Incident management

Answer(s): B



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?

  1. Sending surveys to users after every incident is resolved
  2. Regularly provide updates about service improvements made as a result of user feedback
  3. Implementing an automated feedback response system
  4. Publicly acknowledging the users who provided feedback

Answer(s): B



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?

  1. Monitoring service availability
  2. Analyzing patterns of business activity
  3. Implementing resource optimization tools
  4. Creating new service level agreements

Answer(s): A



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