[Dec 11, 2025] ITIL-4-Specialist-High-velocity-IT PDF Questions and Testing Engine With 98 Questions
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Peoplecert ITIL-4-Specialist-High-velocity-IT Exam Syllabus Topics:
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NEW QUESTION # 32
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?
Answer:
Explanation:
Define requirements for configuring the product
NEW QUESTION # 33
A service provider analyzes how the amount of work done by different user groups varies over time. What is this information BEST used for?
- A. To plan how to influence and support demand for services
- B. To identify inefficiencies in service delivery
- C. To forecast the costs of delivering services
- D. To prioritize resources for the most active user groups
Answer: A
NEW QUESTION # 34
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?
- A. Service catalogue management
- B. Incident management
- C. Configuration management
- D. Knowledge management
Answer: A
NEW QUESTION # 35
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?
- A. The service provider conducts one-on-one interviews with the organization
- B. The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
- C. The organization submits a detailed list of requirements to the service provider
- D. The organization must customize the out-of-the-box service to meet its own needs
Answer: B
NEW QUESTION # 36
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this decision?
- A. Porter's Five Forces
- B. SWOT analysis
- C. The Cynefin framework
- D. PESTLE analysis
Answer: D
NEW QUESTION # 37
An organization is aiming to develop a partnership relationship with its 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?
- A. Automate service-related tasks
- B. Increase the number of service-level reviews with consumers
- C. Develop interpersonal skills and service empathy in all teams
- D. Create a centralized service management team
Answer: C
NEW QUESTION # 38
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. Implement user feedback loops to improve processes
- B. Streamline service delivery to reduce delays in accessing services
- C. Increase service desk availability for new users
- D. Improve user training materials and methods as part of the 'onboarding' step
Answer: D
NEW QUESTION # 39
Which is intended to help an organization adopt and adapt ITIL guidance?
- A. Practices
- B. The four dimensions of service management
- C. The service value chain
- D. The guiding principles
Answer: D
NEW QUESTION # 40
Which activity does a service provider carry out as part of the "explore step of the customer journey" ?
Answer:
Explanation:
Analysing potential customers patterns of business activity
NEW QUESTION # 41
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 a feedback mechanism is included that allows anonvmitv to be retained
- B. Send an email to the affected staff and ensure that as much detail as possible is included
- C. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum
- D. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff
Answer: A
NEW QUESTION # 42
Which BEST describes the primary role of a governing body?
- A. To develop and regularly review IT measurements and metrics
- B. To annually review and approve IT projects to maximize business value
- C. To establish and regularly review the goals cascade throughout the organization
- D. To establish and regularly review the effectiveness of risk management and internal controls
Answer: D
NEW QUESTION # 43
An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers' needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services.
Which is the BEST way for this organization to undertake this analysis?
- A. Use a single standardized approach for all customer needs analysis
- B. Focus on digital products and defer legacy systems analysis
- C. Develop models that help analysts perform tasks that are appropriate for a given context
- D. Perform a detailed gap analysis of current and future customer needs
Answer: C
NEW QUESTION # 44
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests.
2. A staff member asks for a new barcode scanner from an internal IT department.
3. A manager requires swift changes to user access rights for an employee.
4. A service provider establishes a channel for users to submit emergency changes.
- A. 2 and 3
- B. 2 and 4
- C. 1 and 3
- D. 1 and 4
Answer: A
NEW QUESTION # 45
A service provider is planning to onboard a new desktop service for a new customer. Which activity will be carried out by the customer?
Answer:
Explanation:
Training users in the correct procedures for accessing support for the desktop service
NEW QUESTION # 46
Which TWO are possible sources of demand for a value stream to restore a live service?
1. Someone is unable to log into their user account for the service
2. A monitoring tool detects a service failure
3. The service desk calls a user to provide a status update for an incident
4. A user provides feedback to the incident manager when an incident is closed
- A. 2 and 3
- B. 1 and 2
- C. 3 and 4
- D. 1 and 4
Answer: B
NEW QUESTION # 47
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?
Answer:
Explanation:
Analysing patterns of business activity
NEW QUESTION # 48
An organization is a market leader for software that has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the company rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.
Which method would be effective in ensuring that the change in focus is supported across the organization?
- A. Survey key customers who recently moved to the cloud solution
- B. Develop detailed service descriptions and design documentation
- C. Identify key internal stakeholders and develop a communication plan to address their concerns
- D. Ensure the company vision and mission are visible to everyone across the organization
Answer: C
NEW QUESTION # 49
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 # 50
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