최신 ITIL-4-Specialist-High-velocity-IT 무료덤프 - Peoplecert ITIL 4 Specialist: High-velocity IT

문제1

An organization has recently made improvements to how users request new phones, track their arrival, and get help setting the phone up.
Which practice has been most affected by these improvements?

A. Service Request Management

B. Asset Management

C. Incident Management

D. Change Enablement

정답: A

문제2

Which statement about service requests is CORRECT?

A. Service requests are always handled as incidents

B. Service requests are only applicable for IT-related needs

C. Service requests are submitted via agreed channels

D. Service requests require approval from senior management

정답: C

문제3

Which is an example of results-based measurement and reporting?

A. Tracking the number of unresolved incidents over a period of time

B. Documenting the time taken to resolve incidents

C. Measuring and reporting the customer satisfaction with closed incidents

D. Logging the total number of incidents raised by customers

정답: C

문제4

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?

A. Evaluate user feedback on product prototypes

B. Analyze the costs of implementing the product

C. Identify the technical compatibility of the product

D. Define requirements for configuring the product

정답: D

문제5

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?

A. Conduct stakeholder interviews to understand issues

B. Analyze operational metrics and sales data

C. Review internal service performance reports

D. Gather customer experience and service level metrics

정답: D

문제6

A service provider is planning to onboard a new desktop service for a new customer.
Which activity will be carried out by the customer?

A. Setting up remote access tools for the service provider

B. Ensuring hardware compatibility with the desktop service

C. Creating service level agreements

D. Training users in the correct procedures for accessing support for the desktop service

정답: D

문제7

The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application and believes it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system.
How can a 'service mindset' improve the situation?

A. By encouraging users to understand the features of the new application, and how it can contribute to the achievement of the enterprise's objectives

B. By limiting user access to only the new features of the application

C. By creating strict policies to enforce the use of new features

D. By simplifying the new application to make it identical to the old one

정답: A

문제8

Which statement about the end-to-end customer journey is CORRECT?

A. It excludes customer interactions outside of the organization's processes

B. It focuses exclusively on technical service outcomes

C. It involves only the stages of service delivery and resolution

D. It reflects an overall perception of the customer's experience

정답: D

문제9

Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization's goals?

A. Leader

B. Administrator

C. Technical expert

D. Coordinator/communicator

정답: A

문제10

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?

A. The organization must customize the out-of-the-box service to meet its own needs

B. The service provider conducts one-on-one interviews with the organization

C. The organization submits a detailed list of requirements to the service provider

D. The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization

정답: D

최신 ITIL-4-Specialist-High-velocity-IT 무료덤프 - Peoplecert ITIL 4 Specialist: High-velocity IT

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