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ITIL-4-Specialist-High-velocity-IT
ITIL 4 Specialist: High-velocity IT (HVIT) Exam Questions and Answers

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Viewing page 2 out of 2 pages

Viewing questions 11-20 out of questions

Questions # 11:

Which BEST describes the primary role of a governing body?

Options:

To develop and regularly review IT measurements and metrics

To establish and regularly review the goals cascade throughout the organization

To establish and regularly review the effectiveness of risk management and internal controls

To annually review and approve IT projects to maximize business value

Answer

Questions # 12:

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?

Options:

Review and update operational policy documents to make reference to agile practices, and initiate a training programme to highlight the benefits of these practices

Establish an operating model for teams and individuals to understand their scope of control,and the types of decisions they can make

Assess how competitors approach decision-making, and create a business case that highlights the return on investment from agile practices

Map strategic objectives to operational metrics, so that all teams understand how their work impacts the organization's compliance to regulatory requirements

Answer

Questions # 13:

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with

the organization's objectives.

Options:

service value system

four dimensions of service management

'focus on value' guiding principle

'service request management' practice

Answer

Questions # 14:

A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.

Which is the BEST thing the service provider can do about this?

Options:

Identify ways to improve service levels, and discuss the cost of these improvements with the customers

Focus on technical excellence to further improve services

Analyze customer feedback to understand and address unmet expectations

Provide additional training to customers on using the service

Answer

Questions # 15:

Which statement about the reporting of service outcomes and performance is CORRECT?

Options:

IT component scorecards should be mapped to service provider outcomes

Customer satisfaction feedback should be mapped to service provider outcomes

Service performance metrics should be mapped to customer outcomes

Return on investment (ROI) should be mapped to customer outcomes

Answer

Questions # 16:

Which statement about the onboarding of services is CORRECT?

Options:

Onboarding should be conducted after the service is operational

The onboarding should be planned during the design of the service

Onboarding does not require customer involvement

The onboarding process is optional for new services

Answer

Questions # 17:

Which stakeholders should assess and evaluate value realization?

Options:

Only the service consumer

Both the service consumer and the service provider

Only the service provider

Independent third-party auditors

Answer

Questions # 18:

An organization that has been successful in the past is now struggling to succeed in a highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.

In the context of the Cynefin framework, which approach would BEST enable the organization to progress?

Options:

Ask experts to analyse the options and provide a recommendation

Set clear objectives and apply proven best practices

Take quick action to stabilize the situation

Use safe-to-fail experiments to collect knowledge

Answer

Questions # 19:

What should be done FIRST when designing a customer journey?

Options:

Defining the desired outcome and the value proposition

Mapping the technical requirements for service delivery

Identifying potential risks to the journey

Creating a feedback loop for customer input

Answer

Questions # 20:

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?