[Mar 16, 2025] Prepare For The ITIL-4-Specialist-High-velocity-IT Question Papers In Advance [Q16-Q36]

NO.16 An IT department is working with the organization’s marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets.
How can the ‘collaborate and promote visibility’ guiding principle be applied to this situation?

NO.17 An organization is negotiating and agreeing on 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?

NO.18 An organization in a highly-regulated industry is considering adopting agile practices. The management team is concerned with maintaining compliance to regulatory requirements while empowering teams at every level to make key decisions.
Which approach would MOST LIKELY help the company overcome this challenge?

NO.19 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?

NO.20 Which dimension of service management considers governance, management, and communication?

NO.21 An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?

NO.22 A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support.Which is the BEST solution for providing user support in this case?

NO.23 What should be included in an organization’s approach to risk management?

NO.24 An IT department is planning to make significant investments in new testing technology that will enable them to provide much more reliable services.
What does this situation describe?

NO.25 An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

NO.26 Which activity describes user-centered service design?

NO.27 In service relationships, what is a benefit of identifying consumer roles?

NO.28 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?

NO.29 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?

NO.30 A service provider is planning to onboard a new desktop service for a new customer. Which activity will be carried out by the customer?

NO.31 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?

NO.32 A service provider is starting to design a customer journey. The service provider has documented the utility, warranty, and experience that the service should deliver.
What else do they need to identify before they start to design the journey?

NO.33 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?

NO.34 Which statement about service requests is CORRECT?

NO.35 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?

NO.36 Which activity describes user-centered service design?