Peoplecert ITIL-4-HVIT : ITIL 4 Specialist: High-Velocity IT

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Peoplecert ITIL-4-HVIT Exam Syllabus Topics:

Peoplecert ITIL 4 Specialist: High-Velocity IT Sample Questions:

1. Users have many communication channels for support but complain that they do not receive timely updates and that sometimes their incidents and requests are lost. Users are often asked to provide the same information multiple times when contacting the service desk.
Which is the BEST improvement approach?

A) Integrate the communication channels to enable the sharing of information and consistent support across channels
B) Improve service desk staff training so that they have more empathy with users and avoid asking unnecessary questions
C) Improve user training so that they provide all the information that is needed whenever they contact the service desk
D) Create separate channels for incidents and requests so that issues affecting customers can be handled as a priority

2. In the context of Toyota Kata, what is the BEST way to answer the question 'How do we get there?'?

A) Experimentation
B) Careful planning
C) Collaboratively
D) Iteratively

3. An organization uses software robots to process the claim forms, documents and images submitted by its customers via the organization's mobile application.
What are the software robots an example of?

A) IT transformation
B) Digital technology
C) High velocity IT
D) Digital product

4. An organization wants to ensure that critical digital services can be restored following a major disruption such as a data centre loss.
Which practice is MOST relevant?

A) Relationship management
B) Service design
C) Business analysis
D) Service continuity management

5. What is the BEST way for a software development organization to encourage ethical behaviours?

A) By using agile methods to ensure people focus on the detail of each individual sprint
B) By defining policy that requires ethics to be considered by staff
C) By using machine learning algorithms to take decisions, instead of relying on people
D) By running workshops where people discuss scenarios that have ethical significance

Solutions: