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ITIL-4-Specialist-High-velocity-IT Certification | Top ITIL-4-Specialist-High-velocity-IT Exam Dumps

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Peoplecert ITIL 4 Specialist: High-velocity IT Exam Sample Questions (Q27-Q32):

NEW QUESTION # 27
Which activity does a service provider carry out as part of the "explore step of the customer journey"?

A. Analyzing potential customer patterns of business activity
B. Reviewing past customer satisfaction surveys
C. Onboarding customers to existing services
D. Setting service level expectations with potential customers

Answer: A

NEW QUESTION # 28
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?

A. Develop a list of needs focusing on what should be achieved
B. Provide the service provider with a detailed list of requirements
C. Ask the service provider to customize a solution to suit their requirements
D. Ensure that their detailed requirements are based on a previous legacy solution

Answer: A

NEW QUESTION # 29
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?

A. Map strategic objectives to operational metrics, so that all teams understand how their work impacts the organization's compliance to regulatory requirements
B. Assess how competitors approach decision-making, and create a business case that highlights the return on investment from agile practices
C. Review and update operational policy documents to make reference to agile practices, and initiate a training programme to highlight the benefits of these practices
D. Establish an operating model for teams and individuals to understand their scope of control,and the types of decisions they can make

Answer: D

NEW QUESTION # 30
Which is an example of results-based measurement and reporting?

Answer:

Explanation:
Measuring and reporting the customer satisfaction with closed incidents

NEW QUESTION # 31
Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are. Which action would BEST help to improve this situation?

Answer:

Explanation:
Improve the training given to the staff of the service desk function

NEW QUESTION # 32
......

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