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Peoplecert ITIL-4-HVIT Exam Syllabus Topics:

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

1. To increase resilience of IT systems, an infrastructure and platform management team has recently adopted the SRE approach. The team is investigating tooling options that can be used to diagnose issues and automate operational responses.
Which tool functionality will BEST help this team?

A) Automating virus detection to improve information integrity
B) Creating a script to automate failover when a network link fails
C) Managing configuration settings during a network change
D) Updating firewall firmware in order to reduce technical debt

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

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

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

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

5. A sales team is thinking of implementing a new customer relationship management (CRM) service to increase revenue and improve the customer experience. The sales manager has asked the provider of the CRM service to describe how the service will support the team's goals.
Which are the TWO BEST examples the service provider can present as evidence that value had been realized?
The sales team will be able to:
1. Use data analytics to sell more products to its customers
2. Send customers quick and personalized responses to enquiries
3. Receive training on the basic features of the service
4. Provide more frequent reports to the sales manager

A) 1 and 2
B) 2 and 3
C) 1 and 4
D) 3 and 4

Solutions: