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Peoplecert ITIL-4-HVIT Exam Syllabus Topics:

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

1. What is the MOST LIKELY reason for an organization to delay a transformation to high velocity?

A) The organization is not ready for a cultural change
B) The organization already uses an Agile approach to software development
C) The organization's customers value resilience over speed
D) The organization needs to maintain high levels of information security

2. An organization is experiencing significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?

A) By creating detailed plans that predetermine how to approach large changes
B) By making difficult decisions for the teams and providing step-by-step guidance
C) By encouraging widespread changes that involve the teams starting from scratch
D) By encouraging the practising of routines to unlearn old habits and learn new ones

3. The service desk team at a small university provides a walk-in service for its students from 8:00 to 17:00 during the week. The only other available channel is telephone support during the same hours. Students often complain that they have to wait for a long time, and that they need support after working hours.
Which is the BEST approach to improve the students' service experience?

A) Create an inbox to receive and automatically log emails
B) Provide and encourage the use of self-service
C) Dedicate a service desk agent to providing live-chat support
D) Collect service experience data to justify improvements

4. An organization sells products which have rapidly-changing features and functionality. The organization has always taken a traditional approach to development and deployment, aiming to deliver products with full functionality after extensive requirements analysis. The organization's sales and revenues have recently decreased.
Which technique would be MOST BENEFICIAL for the organization to adopt?

A) Return on Investment (ROI)
B) Minimum viable products
C) A/B testing
D) Cost of delay

5. An organization has many development teams that design products and services in different ways. There is a wide variation in the levels of customer satisfaction with these products and services. The organization would like to introduce a more effective approach to 'service design'.
Which is the BEST improvement activity?

A) Define and agree a single 'service design' approach and model, based on the 'service design' activities of the most successful development teams
B) Assess the organization's strategic objectives and customer requirements, then decide on the number and types of 'service design' approaches and models
C) Identify the products and services for which there is low customer satisfaction, and increase the human and technical resources for service design during future upgrades
D) Review the 'service design' approaches and models to remove duplication, and improve the efficiency of the development teams

Solutions: