ITIL 4 Specialist High Velocity IT Dumps (V8.02) – Take Benefit to Prepare for Your ITIL 4 Specialist: High-Velocity IT Exam

1. How can an organization facilitate positive outcomes and experiences throughout the customer journey?

2. An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to learn and improve in many different areas.

Which practice would MOST help to improve this situation and how?

Relationship management, by developing and communicating values and principles Which is an example of planning for value co-creation?

3. Which statement about the end-to-end customer journey is CORRECT?

4. Which statement about service requests is CORRECT?

5. A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users.

Which is the MOST APPROPRIATE method?

6. v A service provider is tracking the likelihood of service failures that could affect the service consumer.

What is this a measure of?

7. 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?

8. 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?

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

10. What should be done FIRST when designing a customer journey?

11. Which stakeholders should assess and evaluate value realization?

12. An organization introduced a dedicated team of support agents, which answers questions, provides consultations and fulfils a range of predefined changes initiated by external users with higher levels of subscription.

Which practice ensures effective fulfilment of these service actions?

13. 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 design then.

Which practice includes activities which could have helped to avoid this situation?

14. 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 future?

15. 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?

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

17. 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?

18. A service provider is planning to onboard a new desktop service for a new customer.

Which activity will be carried out by the customer?

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

20. 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?

21. An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization.

Which initiative is the BEST way to achieve it?

22. 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?

23. An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.

Which activity would MOST help the organization at this stage?

24. Which activity describes user-centered service design?

25. A service provider establishes a channel for users to submit emergency changes.

26. Which is the BEST method of monitoring the customers overall perception of a service?

27. Which statement about the onboarding of services is CORRECT?

28. An organization wants to provide its employees with a limited set of self-services via an online portal. A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal.

Which service provisioning approach should this organization use?

29. Create a report showing non-compliant records and take action to correct

30. At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?

31. Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?

32. A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.

Which activity should the service provider include in the plans to offboard the service?

33. 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?

34. 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?

35. An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.

Which is BEST example of an experience metric that can be included in the SLA?