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ITIL-4-Specialist-High-velocity-IT Real Exam Question Answers Updated [Mar 23, 2025]
Peoplecert ITIL-4-Specialist-High-velocity-IT Exam Syllabus Topics:
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NEW QUESTION # 26
An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?
Answer:
Explanation:
Service catalogue management
NEW QUESTION # 27
A manager often focuses on avoiding risk, and blames staff when things go wrong. The manager also does not listen to suggestions and allow experimentation. This has resulted in a lack of innovation in the manager's team, and several of the team's senior members have left the organization.
Which behaviours from safety culture would allow this manager to increase innovation and retain more staff?
1. Focus on inclusion and ignore toxic relationships
2. Treat failures as improvement opportunities
3. Encourage continual organizational learning
4. Encourage collaboration and discourage conflict
- A. 1 and 4
- B. 3 and 4
- C. 2 and 3
- D. 1 and 2
Answer: C
NEW QUESTION # 28
Which is CORRECT when considering a transformation to high-velocity IT?
- A. High-velocity IT focuses on using data to improve the performance of physical devices
- B. The impact on the culture of the organization does not need to be considered
- C. Risks can be minimized by making a significant change rather than incremental improvements
- D. It is acceptable to take risks which may lead to competitive advantage
Answer: D
NEW QUESTION # 29
The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application and believes it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system.
How can a 'service mindset' improve the situation?
- A. By creating strict policies to enforce the use of new features
- B. By limiting user access to only the new features of the application
- C. By encouraging users to understand the features of the new application, and how it can contribute to the achievement of the enterprise's objectives
- D. By simplifying the new application to make it identical to the old one
Answer: C
NEW QUESTION # 30
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
- A. four dimensions of service management
- B. 'focus on value' guiding principle
- C. service value system
- D. 'service request management' practice
Answer: C
NEW QUESTION # 31
Which statement BEST describes the role of IT staff in risk management?
- A. When IT services fail because of unidentified risk, responsible staff must be held accountable
- B. IT staff have a perspective of potential risks in their work, and are responsible for contributing to the effective management of risks
- C. IT staff cannot be relied on to objectively identify potential risks in their work
- D. IT risk management is a specialized skill and should be performed only by specially trained staff
Answer: B
NEW QUESTION # 32
An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization's services to improve efficiency. One of the business units wants to introduce a new product line.
Which is the BEST way for the organization to manage this situation?
- A. Hold separate meetings with each team to assess their needs
- B. Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives
- C. Focus on the initiative with the highest immediate financial return
- D. Allocate resources equally to all teams to address their needs
Answer: B
NEW QUESTION # 33
An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?
Answer:
Explanation:
Gather customer experience and service level metrics
NEW QUESTION # 34
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way.
Which is the MOST appropriate approach?
- A. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum
- B. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonvmitv to be retained
- C. Send an email to the affected staff and ensure that as much detail as possible is included
- D. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff
Answer: B
NEW QUESTION # 35
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. Increase service desk availability for new users
- B. Improve user training materials and methods as part of the 'onboarding' step
- C. Implement user feedback loops to improve processes
- D. Streamline service delivery to reduce delays in accessing services
Answer: B
NEW QUESTION # 36
What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?
- A. Integration and data sharing
- B. Workforce planning and management
- C. Shift-left
- D. Service integration and management
Answer: D
NEW QUESTION # 37
A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?
Answer:
Explanation:
Work with the users to establish a set of requirements and involve the customer in clarifying ^ and agreeing the requirements
NEW QUESTION # 38
Which statement about service requests is CORRECT?
Answer:
Explanation:
Service requests are submitted via agreed channels
NEW QUESTION # 39
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?
Answer:
Explanation:
Business analysis
NEW QUESTION # 40
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?
Answer:
Explanation:
Analyse the patterns of business activity
NEW QUESTION # 41
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank. Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct
- A. 1 and 4
- B. 2 and 3
- C. 3 and 4
- D. 1 and 2
Answer: C
NEW QUESTION # 42
An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?
- A. Agree on the appropriate level of detail and perspective describing the value stream
- B. Make the team aware of the organization's governance policies
- C. Start a request for proposal (RFP) exercise to find a consultant who can document the value streams
- D. Identify all the practices the organization is currently using
Answer: A
NEW QUESTION # 43
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. Creating new service level agreements
- B. Monitoring service availability
- C. Implementing resource optimization tools
- D. Analyzing patterns of business activity
Answer: B
NEW QUESTION # 44
At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?
- A. Design and Transition
- B. Onboard and Co-create
- C. Engage and Deliver
- D. Explore and Improve
Answer: B
NEW QUESTION # 45
Which BEST describes the primary role of a governing body?
- A. To establish and regularly review the goals cascade throughout the organization
- B. To annually review and approve IT projects to maximize business value
- C. To establish and regularly review the effectiveness of risk management and internal controls
- D. To develop and regularly review IT measurements and metrics
Answer: C
NEW QUESTION # 46
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?
Answer:
Explanation:
Agreeing with a customer the service desk team's response times for each method of user contact
NEW QUESTION # 47
Governance is a core component of the service value system.
How does governance support high-velocity IT?
- A. It defines the influence of political and economic factors on the organization
- B. It offers a pattern for scientific thinking and routines for practice
- C. It directs the organizational entity responsible for digital technology
- D. It represents the types of resources used by the organization
Answer: C
NEW QUESTION # 48
Which statement about the end-to-end customer journey is CORRECT?
Answer:
Explanation:
It reflects an overall perception
NEW QUESTION # 49
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